Effective Date: 19 August 2026
We want booking your Zanzibar experience with Rama Zanzibar to be simple and transparent.
1. Booking Confirmation
A booking is confirmed once:
- The requested service and date have been confirmed by Rama Zanzibar; and
- Any required deposit or payment has been successfully received and verified.
Where online payment is required, payments may be processed through Pesapal.
A payment that remains pending, failed or reversed does not constitute a confirmed booking until payment has been successfully verified.
2. Changes to Your Booking
If you need to change your booking, please contact us as early as possible.
Changes may include:
- Travel date
- Number of travellers
- Pick-up location
- Tour selection
- Additional services
We will try to accommodate reasonable changes, subject to availability.
Changes may result in additional charges where suppliers have already been booked or where the requested change affects the price.
3. Cancellation by the Customer
Cancellation terms may depend on the type of tour, supplier and time remaining before the scheduled service.
Unless a different cancellation arrangement is stated in your quotation or booking confirmation, the following general policy applies:
More than 7 days before the scheduled service:
Eligible payments may be refunded, less any non-refundable charges already incurred.
3–7 days before the scheduled service:
A partial refund may be available depending on supplier commitments and costs already incurred.
Less than 72 hours before the scheduled service:
Payments may be non-refundable where suppliers or arrangements cannot be cancelled without cost.
No-show:
Failure to appear at the agreed pick-up location or failure to attend the booked service may be treated as a cancellation and may not qualify for a refund.
4. Late Arrival
Customers are responsible for arriving at the agreed pick-up location on time.
If a customer arrives late and the tour or transfer cannot reasonably be delayed, the service may continue without the customer and may be treated as a no-show.
5. Cancellation by Rama Zanzibar
We may cancel or modify a service where reasonably necessary because of:
- Unsafe weather or sea conditions
- Government restrictions
- Operational issues
- Supplier cancellation
- Natural disasters
- Other circumstances beyond our reasonable control
Where we cancel a service and an alternative cannot reasonably be provided, we will discuss the available refund or alternative arrangements with the customer.
6. Weather and Sea Conditions
Some Zanzibar activities depend on weather and sea conditions.
For safety reasons, a boat trip, snorkeling activity or other marine excursion may be changed, postponed or cancelled when conditions are considered unsafe.
7. Refunds for Pesapal Payments
Where a refund is approved for a payment originally made through Pesapal, Rama Zanzibar may initiate the refund through the applicable payment-processing system.
Where supported by the payment method and payment system, the refund may be returned to the original card or mobile-money account used for the payment.
Pesapal’s payment documentation states that refunds are subject to merchant approval and that completed payments may be fully or partially refunded depending on the payment method.
The time required for the refunded amount to appear in the customer’s account may depend on the payment provider, card issuer, mobile-money operator or financial institution.
8. Payment Provider Charges
Where a payment provider, bank or other financial institution has charged a non-refundable transaction or processing fee, that fee may be deducted from an approved refund where permitted.
Any applicable deduction will be communicated to the customer.
9. Supplier-Specific Terms
Certain tours, accommodation, safari packages or transport services may have cancellation terms imposed by third-party suppliers.
Where applicable, those terms will be communicated to the customer before confirmation.
10. Contact Us
For booking changes, cancellations or refund requests, contact:
Rama Zanzibar
Stone Town, Zanzibar, Tanzania
Email: info@ramazanzibar.com
Phone / WhatsApp: +255 773 315 736