This policy applies to accommodation booked directly with Heron Cottage. Please read it together with your quotation and our Terms and Conditions before making payment.
How to cancel
Please submit your cancellation in writing by replying to your booking email. Include your name, booking reference and arrival date.
We will acknowledge your request and explain any applicable cancellation charge and refund. The time we receive your cancellation determines the notice period.
Cancellation charges and refunds
The following deposit refund schedule applies:
| Notice before arrival | Deposit refunded |
| More than one calendar month | 50% |
| More than 14 days, up to and including one calendar month | 25% |
| 14 days or less | No deposit refund |
These percentages apply to the required 50% booking deposit, rather than the full accommodation price.
Any cancellation charge remains subject to applicable South African law and the reasonable cancellation charge provisions below.
Deposits and balance payments
A 50% deposit confirms your booking and reserves your dates. The remaining balance is due at least 14 days before arrival. Bookings made within 14 days of arrival require full payment to confirm.
Any payment received above the required deposit will be included when calculating your refund. We will deduct the applicable lawful cancellation charge from the total amount paid and refund the remainder. Under the schedule above, the cancellation charge does not exceed the required 50% deposit.
Reasonable cancellation charges
Cancellation charges will be assessed in accordance with applicable South African consumer law, taking into account the notice given, the nature of the booking and the reasonable possibility of securing another booking for the dates.
Where applicable law prohibits a cancellation charge because of the death or hospitalisation of the person for whom the booking was made, no cancellation charge will be imposed. Reasonable supporting information may be requested.
Nothing in this policy removes any statutory right to a refund.
Changes to booking dates
Please request date changes in writing. Changes are subject to availability, any difference in price and written confirmation from the host. A request to move dates does not automatically waive cancellation charges.
Processing refunds
We will provide a written breakdown of the refund and any cancellation charge.
Where possible, refunds will be returned through the original payment method. If a bank transfer is necessary, we will verify the payment details before processing it.
We will confirm the expected processing timeframe when the refund is arranged. The time taken for funds to reflect may depend on the bank or payment provider.
If Heron Cottage cancels
If we cannot provide your confirmed accommodation, we will notify you promptly and refund payments for accommodation we cannot provide. Alternative dates may be offered, but you do not have to accept them instead of a refund.
Bookings through other platforms
For reservations made through Airbnb, Booking.com or LekkerSlaap, the cancellation and refund terms accepted on that platform apply, subject to applicable law. Please submit cancellation requests through the platform used to book.
Contact details
Jana Hiles
Host, Heron Cottage
Mobile: +27 72 614 0204
Address: 560 Heron Loop, Chintsa East, Amathole Coastal, 5275, South Africa