Refund & Cancellation Policy
This policy explains when payments made to Ash River Outfitters are refunded, credited or retained. It forms part of our Terms & Conditions and is applied subject to the Consumer Protection Act 68 of 2008.
What we sell
Ash River Outfitters sells guided fly-fishing experiences (guided pontoon drifts and walk-and-wade fishing), optional equipment rental with those experiences, and private casting lessons, all taking place in and around Clarens, Free State. The service is delivered in person on the booked date; nothing is shipped. Products in our Clarens shop are sold in person only and are not sold through this website.
All prices are in South African Rand (ZAR) and include all applicable charges shown at the time of booking.
Payments
- A guided booking is confirmed once the 50% deposit has been received and a confirmation has been issued. The balance is payable on arrival, or beforehand.
- Casting lessons require no deposit; the full fee is paid on arrival.
- Accepted payment methods are card (on arrival) and electronic funds transfer (EFT).
If you cancel
| Situation | What happens to your payment |
|---|---|
| Request not yet approved, or approved but deposit not yet paid | Nothing is payable. You can cancel at no charge. |
| Confirmed guided booking, cancelled by you | The 50% deposit is normally retained as a reasonable cancellation charge. Any amount paid above the deposit is refunded. |
| Death or hospitalisation of the person the booking was made for | No cancellation charge. Payments are refunded in full. |
| No-show without notice | The booking is forfeited and payments made are retained. |
| Casting lesson cancelled or missed | No charge - lessons are paid on arrival, so nothing is held. |
The cancellation charge is applied reasonably, as required by the Consumer Protection Act. We consider the notice you gave, the nature of the booking, whether we can fill the space, and any other relevant circumstances, and may reduce the charge accordingly. Where you have paid more than the deposit, the refund is calculated after the reasonable cancellation charge and any lawful, non-recoverable costs.
Changing your date
A confirmed booking may be moved once at no additional charge if you give at least 14 days' written notice and the new date is available. Your payments are carried over to the new date. A further change, or a request made within 14 days of the booked date, is treated as a cancellation unless we agree otherwise.
If we cancel, or conditions are unsafe
Ash River Outfitters decides whether the weather, river flow, water conditions and access are safe and suitable. If we cannot safely or suitably operate your booked activity, we will first offer to reschedule your booking or issue a credit for the amount paid. If no mutually suitable alternative date can be agreed, all payments for the affected activity are refunded in full.
If the activity is safe to go ahead but you choose not to attend because of the weather or expected conditions, the normal cancellation terms above apply.
A late arrival does not extend the session and is not refunded. Fish sightings and catches cannot be guaranteed, and a session with no fish caught is not grounds for a refund.
Equipment rental
Rental is charged with the guided booking and follows the same refund rules as the booking it belongs to. If the guided booking is refunded, the rental charge is refunded with it.
How to request a refund, credit or date change
- Email josh@ashriveroutfitters.co.za or WhatsApp +27 83 976 6173, quoting your booking reference (for example AR-XXXXXX).
- We will confirm the outcome - refund, credit or new date - in writing.
- Approved refunds are paid within 10 working days of the written confirmation, back to the original payment method, or by EFT to an account in the payer's name. Your bank may take a few additional days to reflect the funds.
Your rights
Nothing in this policy limits any right you have under the Consumer Protection Act or other applicable South African law.
Contact
Ash River Outfitters · 899 Market Street, West, Clarens, 9707, Free State, South Africa
Email: josh@ashriveroutfitters.co.za · WhatsApp / telephone: +27 83 976 6173