We understand that plans change. This policy provides a transparent cancellation approach while preserving the consumer’s rights under section 17 of South Africa’s Consumer Protection Act, 2008.
We understand that plans change. This policy provides a transparent cancellation approach while preserving the consumer’s rights under section 17 of South Africa’s Consumer Protection Act, 2008.
Send a clear cancellation request by email to info@imperialventuresapartments.com or through the WhatsApp number used for the booking. The cancellation date is when we receive the request. Include the lead guest’s name, booking dates and confirmation reference.
Unless your written booking confirmation provides a more favourable term: cancellation 14 or more days before check-in normally receives a full refund less non-refundable third-party transaction charges actually incurred; 7–13 days before check-in may attract a charge of up to 25%; 2–6 days may attract up to 50%; and less than 48 hours or a no-show may attract a charge up to the booking value.
Any cancellation charge will be reasonable in the circumstances and may be reduced after considering the nature of the reservation, the notice given, our ability to secure a replacement booking, the length of the stay, actual costs and customary accommodation practice. The guide above is not used to impose a charge greater than a fair amount permitted by law.
Where the Consumer Protection Act applies, no cancellation fee will be imposed if the booking cannot be honoured because of the death or hospitalisation of the person for whom, or for whose benefit, the booking was made. We may request reasonable supporting documentation.
Date changes are subject to availability and any genuine price difference. A shortened stay or early departure is treated as a partial cancellation, with any charge assessed reasonably using the same factors. Unused nights are not automatically refundable after check-in, but statutory rights remain unaffected.
If we cancel because we cannot provide the confirmed accommodation and no acceptable alternative is agreed, payments for the unavailable accommodation will be refunded in full. We are not responsible for separate travel costs except where required by law.
Please report a material problem promptly and allow a reasonable opportunity to remedy it. Where accommodation services fail to meet legally required standards, an appropriate remedy may include correction, a reasonable price reduction or refund as required by applicable law.
Approved refunds are returned to the original payment method where practicable, normally within 7–10 business days after approval. Bank or payment-provider processing may take additional time. We will explain any deduction and can provide a calculation on request.
A promotional price does not remove statutory cancellation rights. Any special condition will be disclosed before confirmation and applied only to the extent lawful. Questions may be sent to info@imperialventuresapartments.com. Last updated: 1 September 2026.