We act as your agent, not the supplier.

1. Our role — we act as your agent, not the supplier

No Hassle Travel provides travel planning, advisory and concierge services. We act only as an intermediary and agent between you and third-party travel suppliers — including airlines, hotels, tour operators, transfer companies, car-hire firms, and activity providers ("Suppliers").

We are not the principal or provider of any travel service. When you book, your contract for that flight, room, tour or transfer is directly between you and the relevant Supplier, and is subject to that Supplier's own terms and conditions. You pay Suppliers directly; No Hassle Travel does not receive, hold, or handle payment for travel services on your behalf.

2. Our fees

We charge a flat planning fee for our concierge and advisory services, quoted and agreed with you in writing before any work begins. Current service levels and fee ranges are set out on our planning services page; the fee applying to your trip is confirmed in your written quote.

• The planning fee covers our time, research and coordination — not the cost of any flights, accommodation or other travel services, which are paid separately by you to the Suppliers.
• The planning fee is payable as set out in your written quote.

The planning fee is non-refundable once itinerary research has commenced. Any booking deposit paid at the outset is credited in full toward your planning fee.

We may also receive commission from certain Suppliers. This does not increase the price you pay. We will disclose any such arrangement on request.

3. Quotes, prices & availability

• All quotes are estimates based on prices and availability at the time of quoting, and are not guaranteed until you have confirmed and paid the Supplier directly.
• Supplier prices, taxes, fuel surcharges and exchange rates can change without notice up to the point of confirmation. We are not liable for such changes.
• We take care to convey Supplier information accurately, but we rely on details provided by Suppliers and cannot guarantee they are error-free.

4. Cancellations, changes & refunds

Because your travel contracts are with the Suppliers, cancellation, amendment and refund terms are set by each Supplier and are governed by that Supplier's conditions. We will tell you the key cancellation terms before you commit, and will help you communicate a cancellation or change request to the Supplier.

• Any refund of travel costs comes from the Supplier, on the Supplier's timeline, and may be subject to the Supplier's cancellation penalties. We cannot refund money we never received.
• Our planning fee is separate from Supplier charges and is dealt with in section 2.

Under section 17 of the CPA you may have the right to cancel an advance booking, subject to a reasonable cancellation charge by the Supplier. Supplier penalties for cancellations close to the travel date can be significant, up to 100% of the cost.

5. Your responsibilities

• Give us complete and accurate information, including full names exactly as they appear in passports, correct dates, and any special requirements.
• Check every quote, itinerary and confirmation carefully and tell us immediately of any error — corrections after Supplier confirmation may incur Supplier charges.
• Ensure you hold valid passports, visas, permits and any required vaccinations. Entry and health requirements are your responsibility; we can point you to sources but do not warrant their accuracy.
• Arrange your own comprehensive travel insurance. We strongly recommend cover for cancellation, medical costs, and travel disruption.

6. Travel insurance

Travel involves risk. We strongly recommend that you take out comprehensive travel insurance appropriate to your trip at the time of booking. If you choose to travel uninsured, you do so at your own risk and accept responsibility for any resulting loss.

7. Limitation of our liability

As an agent, our responsibility is to arrange bookings with reasonable skill and care. We are not responsible for the acts, omissions, defaults or insolvency of any Supplier, nor for loss, injury, delay, or damage arising from the travel services themselves, which are provided by the Suppliers under their own terms.

• We are not liable for events beyond our reasonable control, including weather, strikes, flight delays or cancellations, natural events, or government action.
• Where we are found liable for our own advisory services, our liability is limited to the amount of the planning fee you paid us for the affected booking.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability under the CPA for gross negligence or for our own wilful misconduct.

8. Complaints

If something goes wrong during your trip, raise it with the Supplier at the time so they have a chance to resolve it. For concerns about our concierge service, contact us at hello@no-hassle.com and we will respond promptly. You also retain your rights to approach the National Consumer Commission.

9. Protection of personal information

We collect and use your personal information only to arrange your travel and provide our services, in line with the Protection of Personal Information Act 4 of 2013 (POPIA). We share it with Suppliers only as needed to make your bookings, and we do not sell it. You may request access to, or correction of, your information at any time.

10. Governing law

These terms are governed by the laws of the Republic of South Africa, and are subject to the Consumer Protection Act 68 of 2008 and its regulations.