Complaints & Dispute Resolution Policy

1. Objective

TryBookAfrica aims to resolve disputes promptly, fairly and proportionately while preserving statutory rights.

2. Step 1 - customer support

Travellers and other affected persons should first submit their complaint to TryBookAfrica through one of the following official support channels:

Email: info@trybookafrica.com
Online support: Through the contact or customer-support facility available on the TryBookAfrica website at https://trybookafrica.com, where such functionality is available.
Other published support channels: Any additional customer-support channel officially published by TryBookAfrica from time to time.

The complaint should include, where applicable, the booking reference, relevant dates, Supplier or listing details, a clear description of the issue, the resolution sought and any supporting evidence reasonably available.

TryBookAfrica may request further information where reasonably necessary to investigate and resolve the complaint. Complaints will be handled in accordance with this Complaints Policy and applicable law.

If a complaint concerns an urgent safety risk, suspected fraud, unlawful conduct or an immediate threat to any person, the complainant should contact the appropriate emergency service or competent authority where necessary, in addition to notifying TryBookAfrica.

3. Step 2 - Supplier involvement

Where the complaint concerns the actual tourism Product, TryBookAfrica may refer the issue to the Supplier and request a response, remedy or evidence. TryBookAfrica may continue assisting the Traveller while the Supplier investigates.

4. Step 3 - escalation

If unresolved, the matter may be escalated internally and, where appropriate, to an ombud, regulator, accredited ADR provider, mediator, tribunal or court with jurisdiction. The available route depends on the country, the parties and the nature of the dispute.

5. Urgent complaints

Immediate safety risks, suspected fraud, child-safeguarding concerns, serious privacy incidents or threats of violence should be reported immediately through the most appropriate emergency or regulatory channel as well as TryBookAfrica where safe to do so.

6. Time limits

Complaints should be raised as soon as reasonably possible. Statutory limitation periods and complaint deadlines in the relevant jurisdiction remain unaffected by this Policy.

7. Settlement and remedies

Possible remedies may include clarification, correction of information, cancellation, refund, replacement, rescheduling, credit or other relief depending on the Booking terms, Supplier obligations and applicable law. A settlement offered by TryBookAfrica does not necessarily admit liability.

8. Consumer access to statutory forums

Nothing in this Policy prevents a consumer from approaching a competent court, consumer authority, ombud, data-protection regulator or other statutory body where the law permits or requires that route.

9. Records and confidentiality

Complaints and their outcomes may be recorded for service improvement, regulatory compliance, fraud prevention and legal purposes, subject to applicable privacy law.