Cancellation, Refund & No-Show Policy

This Policy establishes the general framework for cancellations, amendments, refunds and no-shows for bookings made through the Axonia Digital Tourism Market.

Axonia Expeditions is the trading brand of AXONIA TRAVEL EXPEDITIONS, registered in the Republic of Zambia under Business Registration No. 320261077515 with the Patents and Companies Registration Agency (PACRA), registered 13 September 2026, principal business activity ISIC 7990 — Other reservation service and related activities. References to “Axonia Expeditions” in this document and across the platform are references to that registered business.

Different tourism services may have different cancellation requirements.

The booking-specific cancellation conditions disclosed before confirmation form part of the customer's booking conditions.

Where no special condition has been disclosed, this general Policy applies, subject to applicable law.

Before commitment, Axonia should clearly disclose whether a booking is refundable, partially refundable, non-refundable, subject to a cancellation deadline or governed by specific Partner conditions.

Customers should notify Axonia through an official communication channel as soon as possible.

The effective cancellation time is when the request is received through an authorised channel, subject to reasonable verification.

Where cancellation without charge is permitted before a stated deadline, cancellation within that period qualifies for refund of the refundable amount paid.

Where cancellation occurs after the free-cancellation deadline, the disclosed cancellation charge may apply subject to applicable law.

Where a booking is clearly identified as non-refundable before purchase, customer cancellation may result in no refund, subject to mandatory consumer rights.

A partial refund may apply where part of a service has been delivered, a lawful cancellation charge applies, only part of a booking is cancelled, a Partner legitimately retains part of the amount, or another booking-specific adjustment applies.

Failure to arrive or participate without timely cancellation may be treated as a no-show and may result in forfeiture of some or all of the booking amount according to the conditions disclosed at booking.

Accommodation cancellation conditions may vary by property, rate plan, length of stay, season or promotion.

Early departure does not automatically create a refund right for unused nights unless booking conditions or applicable law provide otherwise.

Vehicle-rental cancellation conditions may take into account reservation, delivery, preparation and reasonable operational costs.

Failure to satisfy clearly disclosed lawful rental requirements may affect refund eligibility.

A customer may be treated as a no-show after failure to appear within a reasonable communicated waiting period and inability to make contact.

A correctly notified flight delay should not automatically be treated as a customer no-show where the operator could reasonably accommodate or track the delay.

Tour/activity conditions may reflect advance commitments, tickets, capacity and operational costs.

Where an operator cancels and no acceptable alternative is provided, the customer should ordinarily receive an appropriate refund for the undelivered service.

Safety takes priority.

Where a captain, operator or competent authority determines that weather or sea conditions make an activity unsafe, it may be postponed, rescheduled, altered or cancelled.

Where completely cancelled by the operator for safety reasons and no acceptable alternative/rescheduling is provided, the customer should ordinarily receive a refund for the undelivered service, subject to lawful and previously disclosed non-refundable third-party charges.

Where a service cannot operate as planned and a materially equivalent alternative or reasonable rescheduling option is offered, the customer may accept or decline it.

Any refund following rejection depends upon the booking terms, nature of the change and applicable consumer law.

If a Partner cancels a confirmed service for reasons attributable to that Partner, Axonia may assist with rebooking, comparable alternative, rescheduling or an appropriate refund.

Where Axonia cancels a service for which Axonia itself is directly responsible, Axonia will provide remedies required by the booking conditions and applicable law.

Severe weather, natural disaster, government restrictions, port closures, civil emergencies, transport shutdowns and similar circumstances may require rescheduling, credit, alternative service or refund depending upon recoverable amounts, contractual conditions and applicable law.

Where reasonably possible, an approved refund should be returned through the original payment method.

Where that is impossible or inappropriate, another verified method may be agreed.

Once approved, Axonia should process amounts under its control without unreasonable delay.

The time for funds to appear may additionally depend upon banks, card networks, processors or other financial institutions.

Axonia's internal commission arrangement with a Partner does not reduce a customer's lawful refund entitlement.

Where a booking is fully refunded, Axonia and the Partner reconcile their commercial positions internally.

For partial refunds, internal commission/Partner entitlement may be adjusted according to the legitimately retained amount and applicable Partner agreement.

Government levies, conservation fees, port charges, permits, tickets and other third-party charges may have separate refund rules.

Known non-refundable third-party charges should be disclosed where reasonably practicable before booking.

A request should provide customer name, booking reference, relevant service, reason and appropriate supporting information.

Customers who believe a service was materially not provided as booked should contact Axonia promptly.

Axonia may investigate with the Partner and review booking records, communications and relevant evidence.

Customers are encouraged to contact Axonia first where a payment dispute can reasonably be resolved directly.

Nothing removes lawful rights to seek assistance from a bank, card issuer or payment provider.

Fraudulent or knowingly false chargeback claims may be challenged using legitimate evidence.

Axonia should maintain appropriate refund records for financial control, customer support and audit purposes.

Nothing in this Policy removes rights that cannot lawfully be waived.

Updates apply prospectively.

Cancellation conditions applicable to an already-confirmed booking should not be retrospectively made less favourable merely because Axonia later changes this general Policy.