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Rovos COVID-19 Policy Terms & Conditions

ROVOS COVID-19 POLICY TERMS & CONDITIONS

UPDATED 15 JANUARY 2021

TEXT PROVIDED BY ROVOS RAIL (PTY) LTD

Introduction Rovos COVID-19 Policy Terms & Conditions

Rovos Rail Tours (Pty) Ltd. includes Rovos Rail and Shongololo Express and herein is collectively referred to as ‘Rovos Rail’.

These terms replace any previous release on COVID-19 and are applicable from 15 January 2021. They remain in place until such time as the World Health Organisation declares the pandemic over and restrictions impacting outbound travel (in particular countries or advisories in place in Rovos Rail’s countries of operation) are lifted. Rovos Rail reserves the right to make changes to this policy given the fluidity of COVID-19. Once this pandemic is declared over, we will revert back to our standard T&C.

Please note that these terms are ONLY valid for INDIVIDUAL travellers. Any changes to GROUP bookings need to be handled separately by your Account Manager and on a case-by-case basis.

Please note that our DAR ES SALAAM, TRAIL OF TWO OCEANS, COPPER TRAIL AND AFRICAN TRILOGY journeys are NOT included

Hello Guest and Travel Partner

We hope this finds you and your loved ones healthy. Our thoughts are with everyone affected through this unprecedented time.

The President of South Africa declared a nationwide “Level 5” lockdown from 27 March to 30 April 2020 where all non- essential businesses closed. From 1 May 2020, we entered “Level 4” lockdown as part of a risk-adjusted strategy to stimulate the economy. From 1 June 2020 we entered “Level 3”, from 17 August 2020 we entered “Level 2”, from 21 September 2020 we entered “Level 1” and, as of 28 December 2020, we re-entered an indefinite period of “adjusted Level 3”. Health protocols such as sanitising, social distancing and mask-wearing will continue to be strictly observed. International travel has been allowed from 1 October 2020 as long a negative PCR test result within 72 hours of travel is produced. The President’s speeches can be found here along with traveller requirements.

Rovos Rail is closely monitoring the situation, which is evolving on a moment by moment basis. We have cancelled all journeys running from now until 19 January 2021. At this time we are still operating as per our schedules from20 January 2021 onwards. As we work towards that date, we will be approaching each journey as it comes to establish the risk while also adhering to government requirements and listening to the wishes of our passengers.

In order to accommodate the varying worldwide travel restrictions, wehaveintroducedspecialCOVID-19Policy Terms (detailed below) that will take effect 60 days prior to each departure. Should Rovos Rail cancel a journey, a 100% refund will be offered or clients will have the option to postpone their booking to a future date. Given the unpredictability of global events, we recommend clients wait until 31 days prior to their departure date to make a decision to postpone or cancel. Should clients elect to postpone or cancel bookings that are 61 days or more away from the departure date, Rovos Rail’s standard T&C apply.

COVID-19 POLICY TERMS

SHORT JOURNEYS Cape Town, Victoria Falls, Durban Safari

For bookings less than 30 days before departure date only

Unfortunately, due to the costly nature of running these journeys, any travel changes to bookings within 30 days of departure date will incur 100% cancellation fees as per our standard T&C.

For bookings 31-60 days before departure date only

Please advise us 31 days before your departure date if you wish to cancel your journey or postpone to a future date, e.g. if your journey is departing on 6 May 2021, you need to advise us by 5 April 2021. We encourage you to keep your booking in place as cancellation fees are only due if you cancel 30 days before departure.

Confirmed Bookings

  • Rovos Rail agrees to a 100% cancellation refund as long as you cancel 31-60 days before your departure date.
  • CONFIRMED & 100% PAID BOOKINGS: If you would prefer to postpone instead of cancel, Rovos Rail agrees to transfer any 100% paid booking to a future travel date if required (subject to availability). Please note that we will NOT charge you the variation in price for the next season. Details about seasons and rate freezes below.
  • CONFIRMED WITH A DEPOSIT PAID: If you would prefer to postpone instead of cancel, Rovos Rail agrees to transfer any booking to a future travel date if required (subject to availability).
    • If you pay 100% of your booking within 14 days of a postponement date being confirmed, the above terms apply, i.e. we will NOT charge you the variation in price for the next season. Details about seasons and rate freezes below.
    • If you do not pay the remainder of your booking within 14 days of a postponement date being confirmed, i.e. we have a deposit payment only, we WILL charge you the variation in price for the next season. Details about seasons and rate freezes below. If we only have a deposit payment, final payment for the balance of the arrangement will be held by the agent until 30 days prior to the passenger’s departure date when 100% payment will be remitted to Rovos Rail.
  • Please note that you have 180 days from date of “postponement confirmation” to decide on your new date of travel (e.g. if you request to postpone on 20 January 2021, you have until 20 July 2021 to confirm the new date).
  • Please note that once the new date has been decided, our standard cancellation T&C apply to the booking.
  • CONFIRMED & 100% PAID BOOKINGS - POSTPONED: We will NOT charge you the variation in price for the next season – as detailed above.
  • CONFIRMED WITH A DEPOSIT PAID - POSTPONED: We WILL charge you the variation in price for the next season
  • In the event you did not travel within 730 days from the original departure date – as detailed above – your deposit/credit will be forfeited.
  • Due to the amount of postponements and cancellations we have received, we cannot reassign funds (or future credit) to other passengers as then we are defeating the whole point of offering the postponement. We will in essence be losing the booking we had with you.
  • Please note that should this crisis continue and travel bans are still in place when the new travel date is 30 days out from departure date, we will offer to postpone this journey again.

PLEASE NOTE THE ABOVE RATE & SEASON CONDITIONS ARE APPLICABLE AS FOLLOWS:

Original Travel Date – 1 April 2020-31 December 2020

  • You may postpone your booking according to the terms above for up to 2 years from your original travel date, i.e. up to 1 April 2022-31 December 2022.
  • The rate freeze is only applicable to the following future date ranges: 1 October 2020-30 September 2021 and1 October 2021-31 December 2021. From 1 January 2022, the 2022 rate is applicable.
  • You may postpone your booking according to the terms above for up to 2 years from your original travel date, i.e. up to 1 January 2023-30 September 2023.
  • The rate freeze is only applicable to the following future date ranges:1January2021-30September2021. From 1 October 2021, the 2022 rate is applicable.
  • Please note that the above terms (payment and postponement) do not apply to bookings held during these dates. Our standard terms and conditions apply.

Original Travel Date – 1 January 2021-30 September 2021

Original Travel Date – 1 October 2021-30 September 2022

Postponement Conditions

– as detailed above. Final payment for the balance of the arrangement will be held by the agent until 30 days prior to the passenger’s departure date when 100% payment will be remitted to Rovos Rail.

LONG JOURNEYS Namibia Safari, Golf Safari, African Collage, Good Hope, Southern Cross, Dune Express

Excludes: Dar es Salaam, Trail of Two Oceans, Copper Trail and African Trilogy journeys – please contact alicia@rovos.co.za regarding these journeys.

Long journeys are booked well in advance and if cancelled at short notice it is unlikely we will be able to resell the space. Therefore we would like to add that if we have a pressing waitlist for any of these journeys, that you either commit 100% with full payment as per our standard T&C or release the space back to us.

We reserve the right that within 30 days of a journey’s departure date, we will make a decision whether or not it is safe and economically viable to run that particular long journey. If we decide within 30 days of departure date to cancel a journey, we will refund you 100%.

For bookings less than 30 days before departure date only

Unfortunately, due to the costly nature of running these journeys, any travel changes to bookings within 30 days of departure date will incur 100% cancellation fees as per our standard T&C.

For bookings 31-60 days before departure date only

Please advise us 31 days before your departure date if you wish to cancel your journey or postpone to a future date, e.g. if your journey is departing on 6 May 2021, you need to advise us by 5 April 2021. We encourage you to keep your booking in place as cancellation fees are only due if you cancel 30 days before departure.

Confirmed Bookings

• Rovos Rail agrees to a 100% cancellation refund as long as you cancel 31-60 days before your departure date.

• CONFIRMED & 100% PAID BOOKINGS: If you would prefer to postpone instead of cancel, Rovos Rail agrees transfer any 100% paid booking to a future travel date if required (subject to availability). Please note that we will NOT

charge you the variation in price for the next season. Details about seasons and rate freezes below.

• CONFIRMED WITH A DEPOSIT PAID: If you would prefer to postpone instead of cancel, Rovos Rail agrees to transfer

any booking to a future travel date if required (subject to availability).

o If you pay 100% of your booking within 14 days of a postponement date being confirmed, the above terms apply i.e.

we will NOT charge you the variation in price for the next season. Details about seasons and rate freezes below.

o If you do not pay the remainder of your booking within 14 days of a postponement date being confirmed, i.e. we

have a deposit payment only, we WILL charge you the variation in price for the next season. Details about

seasons and rate freezes below. If we only have a deposit payment, final payment for the balance of the

arrangement will be held by the agent until 30 days prior to the passenger’s departure date when 100% payment

will be remitted to Rovos Rail.

PLEASE NOTE THE ABOVE RATE & SEASON CONDITIONS ARE APPLICABLE AS FOLLOWS:

Original Travel Date – 1 January 2020-31 December 2020

• You may postpone your booking according to the terms above for up to 2 years from your original travel date, i.e.

up to 1 January 2022-31 December 2022.

• The rate freeze is only applicable to the following future date ranges: 1 January 2021-31 December 2021.

From 1 January 2022, the 2022 rate is applicable.

Original Travel Date – 1 January 2021-31 December 2021

• You may postpone your booking according to the terms above for up to 2 years from your original travel date, i.e.

up to 1 January 2023-30 September 2023.

• The rate freeze is only applicable to the following future date ranges: 1 January 2021-31 December 2021.

From 1 January 2022, the 2022 rate is applicable.

Original Travel Date – 1 January 2022-31 December 2022

• Please note that the above terms (payment and postponement) do not apply to bookings held during these dates.

Our standard terms and conditions apply.

Postponement Conditions

• Please note that you have 180 days from date of “postponement confirmation” to decide on your new date of travel

(e.g. if you request to postpone on 20 January 2021 you have until 20 July 2021 to confirm the new date).

• Please note that once the new date has been decided, our standard cancellation T&C apply to the booking.

• CONFIRMED & 100% PAID BOOKINGS - POSTPONED: We will NOT charge you the variation in price for the next

season – as detailed above.

• CONFIRMED WITH A DEPOSIT PAID - POSTPONED: We WILL charge you the variation in price for the next season

– as detailed above. Final payment for the balance of the arrangement will be held by the agent until 30 days prior the passenger’s departure date when 100% payment will be remitted to Rovos Rail.

• In the event you did not travel within 730 days from the original departure date – as detailed above – your deposit/credit

will be forfeited.

• Due to the amount of postponements and cancellations we have received, we cannot reassign funds (or future credit)

to other passengers as then we are defeating the whole point of offering the postponement. We will in essence be

losing the booking we had with you.

• Please note that should this crisis continue and travel bans are still in place when the new travel date is 30 days out

from departure date, we will offer to postpone this journey again.

ALL NEW BOOKINGS – SHORT & LONG JOURNEYS (FROM 2 APRIL 2020)

• The agent collects the agreed deposit and this is to be paid to Rovos Rail as per normal;

• The final balance can be held by the agent/client and paid in full 30 days before departure date for Short Journeys30 days before departure date for Long Journeys (excluding Dar es Salaam, Trail of Two Oceans, Copper Trail and

African Trilogy);

• These passengers have the right to transfer their full deposit to a future travel date up to 30 days before departure date

for Short journeys or 30 days before departure date for Long Journeys (excluding Dar es Salaam, Trail of Two Oceans,

Copper Trail and African Trilogy);

• Once a new booking has been made, the relevant T&Cs aforementioned are applicable to that new booking.

Contact The Luxury Train Club

Please contact us with any questions about Rovos COVID-19 Policy Terms & Conditions

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