Covid-19 Refund Rate Guarantee

Our Covid-19 Refund Guarantee for new bookings

We introduced a Covid-19 Refund Guarantee for new bookings. It was a very uncertain time when many travellers needed reassurance about risks that they couldn’t cover with normal insurance policies.

As we get further into 2022, confidence is returning to travel. Insurers now routinely cover the risks associated with a traveller getting Covid, as they do for other illnesses and medical issues. The main uncertainty that remains in insurance coverage is around government action: the risk of authorities closing borders, or implementing onerous quarantine restrictions, because of Covid infections.

For new bookings made on or after 12 February 2022, this policy aims to provide our travellers with reassurance that if government action stops you travelling, that will not result in you losing your accommodation. This page covers additions to our standard booking conditions to allow you to book your with confidence in these uncertain times.

Where these conditions refer to ‘you’, this means one or more of the people on your booking with Shore2Please

Applicable Bookings

Our Covid-19 Refund Guarantee introduces extra flexibility designed for our travellers’ peace of mind in this time of Covid – and it applies in addition to our standard Booking Conditions.

It only applies in cases where these losses cannot be recovered under your normal travel insurance.

We can only offer this Refund Guarantee to those who are fully vaccinated against Covid-19, according to the rules applying to their country of residence.

It only applies to new bookings made on or after 12 February 2022. 

Definition of a covered ‘Covid-19-related Issue’

For the purposes of this Covid-19 Refund Guarantee, a Covid-19-related issue is one of the following which affects you personally:

• Your international flights are cancelled because of Covid, with no reasonable alternative routing available for you to use in order to reach the accommodation.
• The government of your country of residence either issues a general ban on its residents travelling abroad, or a very strong warning to them against travelling which would encompass the booking you made with us. (‘Strong warning’ here means a warning which is equivalent in severity to FCDO advice against ‘all but essential travel’ for UK-based travellers, or the CDC’s ‘Level 4’ warning for US-based travellers.)
• The government of your country of residence mandates that when you return, you will have to quarantine in a designated quarantine hotel.
• Cape Town is under a government lockdown that prohibits travellers from visiting.

These restrictions above all apply to rulings and travel bans which are applicable on the date that you are due to arrive at the accommodation.

Our Refund Guarantee

To reassure you, we’ve supplemented our existing, standard Booking Conditions as follows:

If you need to cancel your booking due to a Covid-19-related issue (defined above), then you may do so in writing (an email acknowledged by us is acceptable) under the following conditions:

• You must wait until 60 days, or less, before the start of your arrangements with us before making a decision to cancel your accommodation under this Covid-19 Refund Guarantee.
• If your cancellation is received between 60 days and 48 hours before the start of our arrangements, and your cancellation is not covered by your travel insurance policy, then you can choose either to defer your trip to a later date or to receive a full refund of all payments made to Shore2Please for the accommodation booked.
• If your cancellation is received less than 48 hours before the start of booked accommodation, and your cancellation is not covered by your travel insurance policy, then you can defer the start date of your trip to an agreed date in the future (typically this will be 6-24 months later than the original departure date).
• When you rebook to a later date, Shore2Please will pass on to you any price changes due to change of season, or change of year, but we promise to keep such additional costs to a minimum.
• If your cancellation may be covered by your travel insurance, then you should make a formal claim, carefully following your insurer’s instructions on how to claim. Please inform us of this situation when you cancel and keep us informed about the claim as it progresses.
• If you need to cancel within 60 days, then you must notify us of your need to cancel for a Covid-19 reason as early as reasonably possible. You must provide us with appropriate written official evidence of the Covid-19 reason.

All other conditions for new bookings continue to be bound by our standard Booking Conditions.

Please note that the final balance payment on a confirmed booking must be paid by the date agreed in our normal terms and conditions.

Changes to these Special Conditions

As conditions gradually revert toward ‘normal’, Shore2Please reserves the right to amend this Covid-19 Refund Guarantee for new bookings, or to stop offering it.