AUTHENTICK (PTY)LTD / HERMANUS SHUTTLE TERMS & CONDITIONS (2025)

 

Version: 2025.1

Effective Date: 1 January 2025

Company Information

  • Company Name: Authentick (Pty) Ltd
  • Registration Number: 2016/026812/07
  • Trading As: Authentick Travel and Hermanus Shuttle
  • Physical Address: Shop 41, 1st Floor, Hermanus Waterfront, 124 Main Road, Hermanus, Western Cape, South Africa
  • Registered Address: 305 Fourth Street, Hermanus, 7200
  • Information Officer: Jurie Steenekamp (privacy@authentick.travel)
  • Primary Contact: res@authentick.travel / +27 (0)67-5511010


ACCOMMODATION BOOKING & CANCELLATION POLICY

Brand: Authentick Travel

  • Booking Terms
  • All accommodation bookings are subject to availability and confirmed only once written confirmation and proof of payment are received.
  • A 50% deposit is required to secure the reservation.
  • The balance is due 60 days before check-in.
  • For Festive Season stays (20 Dec – 15 Jan), full payment is required 120 days in advance.
  • Bookings made within 60 days of arrival require full payment upon confirmation.
  • Bookings made within 14 days require immediate payment by EFT or credit card.

Cancellations & Refunds

  • Cooling-Off Period: If your booking resulted from direct marketing by us (where we approached you directly via email, SMS, phone call, or in-person to offer our services), you have the right to cancel within 5 business days of the transaction, without penalty and receive a full refund, which will be processed within 15 days. 
    • Direct marketing includes:
      • Unsolicited emails or SMS from us offering transfer services
      • Sales calls initiated by our representatives
      • In-person approaches by our staff to offer services

For all other bookings, our standard cancellation policy will apply from the moment the booking is confirmed.

  • Standard Cancellation Policy:
    • More than 60 days before check-in: 95% refund (a 5% admin fee is retained to cover transaction and processing costs).
    • 31–59 days before check-in: 60% refund.
    • 15–30 days: 35% refund.
    • 8–14 days: 15% refund.
    • 7 days or less & No-shows/Early Departures: A cancellation fee may apply up to the full value of the booking. The final fee is subject to a reasonableness assessment based on our ability to re-book the accommodation at short notice. We commit to mitigating our losses where possible to reduce the charge to you.
  • Festive Season Cancellation Policy (20 Dec – 15 Jan):
    • Cancellations made up to 90 days before arrival: 90% refund.
    • Cancellations made less than 90 days before arrival will follow the standard cancellation fee structure above.
  • Additional Notes:
    • Third-party accommodation partners may have stricter or different cancellation policies, which will be communicated at the time of booking.
    • Travel insurance is strongly recommended.
    • Cancellations must be in writing and acknowledged by Authentick Travel to be valid.


TOUR BOOKING & CANCELLATION POLICY

Brand: Authentick Travel

Booking Terms

  • Tours must be booked in writing and confirmed via email.
  • A 50% deposit is required to secure a booking.
  • Full payment is due at least 14 days before the tour date.
  • Same-day or short-notice bookings are subject to availability and require full immediate payment.

Cancellations & Refunds

  • Cooling-Off Period: If your booking resulted from direct marketing by us (where we approached you directly via email, SMS, phone call, or in-person to offer our services), you have the right to cancel within 5 business days of the transaction, without penalty and receive a full refund. 
    • Direct marketing includes:
      • Unsolicited emails or SMS from us offering transfer services
      • Sales calls initiated by our representatives
      • In-person approaches by our staff to offer services

For all other bookings, our standard cancellation policy will apply from the moment the booking is confirmed.

  • Standard Cancellation Policy:
    • More than 14 days before tour: Full refund less an administration fee of up to 5% to cover transaction costs.
    • 7–14 days: 60% refund.
    • 3–6 days: 25% refund.
    • Less than 3 days & No-show on the day: A cancellation fee may apply up to the full value of the tour. The final fee is subject to a reasonableness assessment based on our direct costs incurred and our ability to resell the tour to other customers at short notice.
  • Tours cancelled by us due to weather or operational reasons will be rescheduled where possible or refunded in full.

Passenger Conduct & Safety

  • For the safety and comfort of all passengers, the use of seatbelts is mandatory.
  • We reserve the right to refuse service or terminate a tour mid-journey for any person whose behaviour is threatening, abusive, or disruptive to the driver, guide, or other passengers. No refund will be issued in such circumstances.
  • Passengers will be held liable for any costs associated with cleaning, repairs, or damage to the vehicle caused by their actions.

Additional Notes

  • Meals, tasting fees, entrance fees, and guide tips are not included unless explicitly stated.
  • Delays caused by third parties, traffic, or other guests may impact tour timing but do not qualify for refunds.
  • For private/custom tours, cancellation terms may differ and will be stipulated at the time of quoting.
  • Cancellations must be made in writing and are only valid once confirmed by Authentick Travel.


TRANSFER BOOKING & CANCELLATION POLICY

Brand: Hermanus Shuttle

Booking Terms

  • All bookings must be made to shuttle@hermanus.co.za, reservations@authentick.travel or via our online portal and confirmed in writing.
  • A 50% deposit is required to confirm the booking.
  • Full payment is due at least 3 days before pickup unless otherwise arranged.
  • All communication regarding changes or cancellations must go through the official office channels. Do not contact drivers directly for such matters.

Cancellations & Refunds

  • Cooling-Off Period: If your booking resulted from direct marketing by us (where we approached you directly via email, SMS, phone call, or in-person to offer our services), you have the right to cancel within 5 business days of the transaction, without penalty and receive a full refund. 
    • Direct marketing includes:
      • Unsolicited emails or SMS from us offering transfer services
      • Sales calls initiated by our representatives
      • In-person approaches by our staff to offer services

For all other bookings, our standard cancellation policy will apply from the moment the booking is confirmed.

  • Standard Cancellation Policy:
    • More than 5 days in advance: Full refund minus an administration fee of up to 5% to cover transaction costs.
    • 2–5 days in advance: 60% refund.
    • Less than 48 hours & No-shows: A cancellation fee may apply up to the full value of the booking. The final fee is subject to a reasonableness assessment based on our direct costs incurred and our ability to find an alternative passenger for your reserved seat at short notice.
  • Cancellations must be made in writing and acknowledged by Hermanus Shuttle to be valid.

Delays & Waiting Time

  • We monitor scheduled flight arrival times. Our drivers will wait for the following periods at no charge after the flight has landed:
    • 90 minutes for international arrivals.
    • 60 minutes for domestic arrivals.
    • 15 minutes for all other standard (non-airport) pickups.
  • Thereafter, waiting time is charged at R100 per hour (or part thereof) during standard hours, and R150 per hour after-hours.

Passenger Conduct & Safety

  • The use of seatbelts is mandatory for all passengers.
  • Smoking (including e-cigarettes) and the consumption of alcohol are not permitted in our vehicles.
  • We reserve the right to refuse transport to any person whose behaviour is disruptive or poses a threat to the driver or vehicle. No refund will be issued.
  • Passengers will be held financially liable for any damage to the vehicle caused by their actions.

Additional Conditions

  • Surcharges may apply for multiple stops (R150 per stop), excessive or undeclared baggage, or routes significantly outside our standard operational area.
  • A 25% after-hours surcharge applies to transfers scheduled before 06h00 or after 22h00.
  • No refund is due for missed flights, delays, or diverted flights that are not the fault of Hermanus Shuttle.


INDEMNIFICATION & EXCLUSION OF LIABILITY


  • Indemnity

The customer, by making use of our services, hereby:

  • Confirms they are medically fit and legally able to travel.
  • Accepts all inherent risks associated with travel, including but not limited to weather disruptions, traffic delays, third-party incidents, or mechanical failures.
  • Indemnifies Authentick (Pty) Ltd and Hermanus Shuttle, their directors, employees, subcontractors, and affiliates against any loss, damage, injury, or claim arising from the provision (or failure) of services, except in cases of proven gross negligence or wilful misconduct by the Company.

  • Passenger Responsibility
  • Clients are expected to have adequate personal travel insurance.
  • Clients must ensure sufficient time is allocated for flights and connections.
  • Any valuables left in vehicles are the passenger’s sole responsibility.

  • Limit of Liability
  • Our liability for any claim shall not exceed the total amount paid for the relevant service booked.
  • This limitation of liability is subject to the Consumer Protection Act and does not exclude any liability that cannot be excluded by law, including for death or personal injury caused by our gross negligence or for fraud.

  • Force Majeure
  • A “Force Majeure” event includes circumstances beyond our reasonable control, such as government-imposed travel restrictions, natural disasters, civil unrest, terrorism, pandemics, or supplier insolvency.
  • In such cases, we are not liable for failure to perform our obligations but will offer reasonable assistance, rebooking options, or refunds as legally required or commercially possible.


APPLICABLE LAW & JURISDICTION

  • This agreement shall be governed by and interpreted under the laws of the Republic of South Africa.
  • Any disputes or claims arising out of this agreement shall be subject to the exclusive jurisdiction of the courts of the Western Cape, South Africa.
  • Parties agree to first attempt to resolve disputes through good-faith negotiation. Failing that, parties may refer the matter to mediation or an appropriate ombud before initiating formal legal proceedings.
  • Alternative Dispute Resolution: Before approaching courts, disputes may be referred to the Consumer Goods and Services Ombud (CGSO): www.cgso.org.za.


CUSTOMER RIGHTS & DATA PRIVACY


  • Customer Complaint Procedure & Our Commitment to You

In line with our commitment to the Consumer Protection Act, we strive to provide all services with reasonable skill and care. You have the right to fair and honest dealing, and to challenge any unreasonable terms or conduct. We take all feedback seriously and are committed to resolving complaints efficiently. If you are dissatisfied with any aspect of our service, please follow the process below:

  1. Step 1: Submission of Complaint
    Please submit your complaint in writing to:
    • ✉️ Email: feedback@authentick.travel
    • 📱 WhatsApp or SMS (Duty Manager): +27 (0)67-5511010
      Please include your full name, contact number, booking reference, date of service, and a clear description of the issue.
  2. Step 2: Acknowledgement & Investigation
    Your complaint will be acknowledged within 2 working days. We will investigate the matter thoroughly, engaging any relevant staff or service providers.
  3. Step 3: Resolution
    A written outcome or proposed resolution will be provided within 7 working days.
  4. Step 4: Escalation
    If you are unhappy with the resolution, you may escalate your complaint directly to the Managing Director, Jurie Steenekamp, at jurie@authentick.travel. Alternatively, unresolved disputes may be directed to the Consumer Goods and Services Ombud (CGSO).


  • Protection of Personal Information (POPIA) 

 

Authentick (Pty) Ltd and Hermanus Shuttle fully comply with the Protection of Personal Information Act (Act 4 of 2013). Your privacy is important to us.

 

  1. Why We Collect Your Data: We collect and process your personal information to confirm and manage bookings, communicate travel details, issue quotes and invoices, fulfil legal or tax obligations, and respond to customer service queries.
  2. What Information We Collect: We may collect your name, ID/passport number, contact information, travel dates, medical/mobility requirements (if voluntarily provided), and payment information.
  3. How Your Data Is Stored: Information is securely stored using password-protected systems and encrypted tools. Access is limited to authorised personnel for service delivery purposes only.
  4. Who We Share It With: We only share data when essential to complete your booking (e.g., with accommodation partners or licensed drivers). We do not sell your information. We will comply with all lawful requests from authorities.
  5. Your Rights: You have the right to access your personal information, request corrections or deletions, withdraw consent for data usage (which may affect service delivery), and lodge a complaint with the Information Regulator: www.inforegulator.org.za. To exercise these rights, contact our Information Officer at privacy@authentick.travel.
  6. Retention Period: Records are retained for at least 5 years for legal and tax purposes, after which they may be deleted.
  7. Data Breach Notification: In the event of a data breach affecting your information, we will notify the Information Regulator and affected individuals as required by law.
  8. Information Officer: Our appointed Information Officer is registered with the Information Regulator. Contact: privacy@authentick.travel.
  9. Cross-Border Data Transfers: Information is only transferred outside South Africa to countries with adequate data protection laws or with your explicit consent.
  10. Automated Decision-Making: We do not engage in automated decision-making or profiling that significantly affects you without your explicit consent.