Cancellation and Refund Policy

Guests may cancel a confirmed booking and receive a full refund when the cancellation request is submitted at least 48 hours before the confirmed check-in date and time.

A full refund means that the booking amounts already paid to True Living Rental for the cancelled reservation will be returned.

The 48-hour period is calculated using South African Standard Time and the check-in time stated in the booking confirmation.

Cancellations received less than 48 hours before the confirmed check-in date and time will not qualify for a full refund.

Any refund offered for a late cancellation will be assessed individually, taking into account the circumstances, costs already incurred and whether the property can reasonably be booked by another guest.

Where a refund is approved, True Living Rental will confirm the approved amount in writing before processing it.

Once the confirmed check-in date and time has passed, the booking will be treated as having started.

Leaving the property early, arriving late or deciding not to use the accommodation after the stay has begun does not automatically qualify the guest for a refund.

Exceptional circumstances may be reviewed individually, but approval of a refund is not guaranteed.

Cancellation requests must be submitted in writing through email or WhatsApp.

Please include:

• Your full name.
• Your booking reference.
• The name of the booked property.
• Your confirmed check-in date.
• A clear request to cancel the booking.

A cancellation is only recorded once True Living Rental has received the request. Guests should keep a copy of the cancellation message for their records.

Once a refund has been approved, it will normally be returned through the original payment method used for the booking.

True Living Rental will begin processing the refund as soon as reasonably possible. The time it takes for the funds to appear may depend on the payment provider and the customer's bank.

Guests will receive confirmation once the refund has been submitted for processing.

Guests should contact us immediately if they believe a payment was charged more than once or an incorrect amount was collected.

We will review the relevant payment and booking records. Any confirmed duplicate or incorrect payment will be refunded through the original payment method.

In rare circumstances, True Living Rental may need to cancel a booking because the property becomes unavailable, unsafe or unsuitable for occupation.

Where possible, we will offer suitable alternative accommodation of a similar standard and value.

When no suitable alternative can be provided, the guest will receive a full refund of the amount paid for the cancelled booking.

Requests to change a check-in date, check-out date or length of stay are subject to property availability and approval.

A date-change request is not confirmed until True Living Rental has approved the request in writing and any price difference has been paid.

Where a booking cannot be changed and the guest chooses to cancel, the cancellation conditions in this policy will apply.

A guest who does not arrive on the confirmed check-in date and has not cancelled the booking will be considered a no-show.

No-shows do not qualify for a full refund. Guests should contact us as soon as possible if their arrival is delayed.

True Living Rental may consider exceptional situations such as a serious medical emergency, bereavement, government travel restriction or another event outside the guest's reasonable control.

Supporting documents may be requested. Each request will be considered fairly based on its circumstances, but a refund outside the normal cancellation period is not guaranteed.

Nothing in this policy is intended to remove or limit any consumer rights that cannot legally be excluded.

Where applicable law provides a guest with greater rights than those stated in this policy, those legal rights will continue to apply.

True Living Rental may update this policy when its booking processes, services or legal obligations change.

The cancellation policy accepted when a booking was made will generally apply to that booking unless a different arrangement is agreed to in writing or required by law.

Contact our support team for assistance with a cancellation, refund or booking change.

Email: support@truelivingrentals.co.za