Refund Policy

Effective Date: 19 August 2026

At Rama Zanzibar, we aim to provide clear and fair arrangements for cancellations and refunds.

1. When a Refund May Be Available

A refund may be available when:

  • Rama Zanzibar cancels a confirmed service and no suitable alternative is accepted;
  • A booking is cancelled within the applicable cancellation period;
  • We agree to a refund because of circumstances affecting the booked service; or
  • A supplier’s cancellation terms provide for a refund.

All refund requests are subject to the applicable booking and cancellation terms.

2. When a Refund May Not Be Available

A refund may not be available where:

  • The customer cancels outside the applicable cancellation period;
  • The customer does not appear for the booked service;
  • The customer arrives too late to participate;
  • A service has already commenced;
  • A non-refundable supplier cost has already been incurred;
  • The customer voluntarily leaves or abandons a tour after it has started;
  • The customer’s travel documents or personal circumstances prevent participation.

3. Partial Refunds

Where only part of a booking is affected, we may issue a partial refund depending on the services that have already been provided and costs already incurred.

4. Payments Made Through Pesapal

Where the original payment was made through Pesapal, approved refunds will normally be initiated through the applicable payment-processing system.

Pesapal’s documentation states that refunds are made to the card or mobile-money wallet originally charged, subject to the applicable payment method and refund requirements.

Rama Zanzibar does not control the time taken by a bank, card issuer or mobile-money provider to credit a refunded amount to the customer’s account.

5. Refund Approval

A refund must be approved by Rama Zanzibar in accordance with the applicable booking and cancellation terms.

Approval of a refund does not necessarily mean that the funds will appear immediately in the customer’s account.

6. Refund Processing Time

Once a refund has been approved and initiated, processing time may depend on:

  • Pesapal
  • The customer’s bank
  • Card issuer
  • Mobile-money provider
  • Other payment-service providers

We will provide reasonable confirmation once the refund has been initiated.

7. Payment and Processing Charges

Where permitted, non-refundable payment-processing, bank or transaction charges already incurred may be deducted from the amount refunded.

8. How to Request a Refund

Please contact us with:

  • Booking name
  • Booking reference
  • Date of service
  • Reason for cancellation or refund request
  • Payment confirmation or transaction reference where available

Rama Zanzibar
Stone Town, Zanzibar, Tanzania
Email: info@ramazanzibar.com
Phone / WhatsApp: +255 773 315 736