1. Our role as a travel agent
SAGTRAV acts as a travel agent, arranging travel services on behalf of clients with third-party travel suppliers including airlines, accommodation providers, tour operators, car hire companies, cruise lines, insurance providers, and other travel service providers.
SAGTRAV does not own or operate the underlying travel services. We act as an intermediary and facilitator between our clients and the relevant suppliers.
2. Quotes and availability
All quotations are subject to availability, supplier confirmation, exchange rate movements, fare rules, taxes, and changes imposed by third-party suppliers.
A quotation does not create a binding booking and does not reserve space unless specifically confirmed in writing by SAGTRAV.
3. Booking confirmation
A booking is treated as confirmed only once:
- you have authorised SAGTRAV to proceed;
- all required traveller details have been supplied accurately and in full;
- the required payment has been received and cleared where applicable; and
- the supplier has confirmed the booking or issued the relevant service.
Once confirmed, the booking may become subject to cancellation penalties, amendment fees, non-refundable conditions, or supplier restrictions.
4. Payments
SAGTRAV may collect payment directly from clients for travel services arranged through us. The total price quoted by SAGTRAV includes the full cost of the travel services arranged, including any planning, administration, or supplier-related charges incorporated into the quoted price.
SAGTRAV does not charge additional service fees beyond the agreed quotation unless specifically disclosed in writing before payment.
Payment methods may include EFT, payment links, card processing, or other approved methods communicated by SAGTRAV in writing.
- Full payment may be required immediately for certain bookings.
- Deposits may be non-refundable where this is required by the supplier or disclosed at the time of booking.
- Failure to pay by a stated deadline may result in automatic cancellation, loss of reserved space, or price changes.
5. Price changes
Prices may change before booking confirmation due to availability, exchange rates, taxes, fuel surcharges, supplier updates, or pricing system changes.
After booking confirmation, prices may still change where a supplier contract, airfare rule, tax authority, or legal requirement permits that change.
6. Changes, cancellations and refunds
Any request to change or cancel a booking must be made in writing and will only take effect once acknowledged by SAGTRAV.
Booking changes and cancellations may trigger supplier penalties, loss of deposits, amendment fees, reissue costs, administrative charges, and fare differences.
Refunds, where available, depend on the applicable supplier terms and the type of fare, room, package, cruise, or service booked.
In terms of the Consumer Protection Act (CPA), a consumer may cancel an advance reservation, booking, or order. However, a supplier may charge a reasonable cancellation fee.
When determining a reasonable cancellation fee, factors such as the amount paid, the length of notice given before the service date, industry practice, and the possibility of reselling the reservation may be considered where applicable.
In the travel industry, many services — including airline tickets, accommodation reservations, cruises, and package components — are controlled by third-party suppliers and may become non-refundable once issued or confirmed. In these cases supplier penalties, fare rules, and non-refundable conditions may apply and may result in partial or full loss of the booking value.
Any refund processing time depends on the relevant supplier and payment channel and is not fully within SAGTRAV's control.
7. Supplier terms and service changes
Each booking is also subject to the terms and conditions of the relevant supplier. These may include baggage rules, check-in deadlines, no-show rules, cancellation penalties, force majeure clauses, health requirements, and refund conditions.
Airlines, hotels, tour operators, cruise lines, and other travel suppliers may change schedules, routes, aircraft types, accommodation allocations, or service arrangements without prior notice. SAGTRAV is not responsible for such changes made by third-party suppliers.
Where changes occur, SAGTRAV will make reasonable efforts to assist clients with available alternatives or supplier processes, but the final resolution will depend on the policies and conditions of the relevant supplier.
Where there is a direct conflict between these Terms & Conditions and a supplier rule relating to the actual travel service, the supplier's rule will generally govern the operation of that specific travel service.
8. Travel documents and visas
It is your responsibility to ensure that all travellers have valid passports, visas, permits, vaccination certificates, consent letters, health documents, and any other documents required by immigration authorities, carriers, or destination countries.
If SAGTRAV provides visa assistance, checklists, or supporting guidance, that support is administrative only unless expressly stated otherwise in writing.
SAGTRAV is not liable if travel is denied, delayed, or disrupted due to incomplete, invalid, expired, inaccurate, or missing documentation.
9. Travel insurance
Travel insurance is strongly recommended for all trips and may be essential for international travel, medical emergencies, cancellations, delays, baggage loss, or supplier insolvency.
If you decline insurance, you do so at your own risk and accept responsibility for losses that would otherwise have been covered.
10. Chargebacks and payment disputes
If you instruct SAGTRAV to proceed with a booking and the booking is confirmed, you remain liable for the agreed charges, even if you later dispute the payment without valid legal basis.
Initiating an unjustified chargeback after confirmed booking, ticket issue, itinerary delivery, supplier payment, or service fulfilment may constitute a breach of contract and may lead to recovery action for losses, supplier penalties, and reasonable administrative or legal costs where recoverable.
If there is a genuine billing problem, you agree to raise it with SAGTRAV first so that we can investigate and attempt resolution in good faith.
11. Liability
SAGTRAV will use reasonable care and skill in arranging and administering your booking, but we are not responsible for acts, omissions, defaults, insolvency, delays, schedule changes, cancellations, overbookings, strikes, disruptions, or service failures caused by third-party suppliers.
To the fullest extent permitted by law, SAGTRAV is not liable for indirect, consequential, incidental, or special damages, including loss of enjoyment, lost profits, missed connections, or losses caused by traveller error, inaccurate information provided by you, or failure to follow supplier instructions.
Nothing in these Terms & Conditions excludes or limits any rights or remedies that cannot lawfully be excluded under applicable South African law.
12. Force majeure
SAGTRAV is not responsible for failure or delay caused by events beyond our reasonable control, including natural disasters, severe weather, epidemic or pandemic events, war, civil unrest, terrorism, airport closure, supplier insolvency, government restrictions, border closures, labour action, or system outages.
In such cases, supplier rules and the practical realities of the disruption will determine what alternatives, credits, changes, or refunds may be available.
13. Complaints
If you have a complaint, notify SAGTRAV as soon as possible in writing, ideally while the issue is still capable of being addressed.
Complaints submitted long after travel has ended may be harder to investigate, particularly where third-party suppliers are involved.
14. Website use
Website content is provided for general information and marketing purposes. While we aim for accuracy, website content may change without notice.
You may not misuse the site, attempt unauthorised access, copy content for commercial reuse without permission, or use the website in a way that disrupts operations or infringes rights.
Use of the website is also subject to our Privacy Policy and Cookie Policy.
15. Governing law and jurisdiction
These Terms & Conditions are governed by the laws of the Republic of South Africa.
Any dispute arising from or related to these Terms & Conditions or services provided by SAGTRAV will be subject to the jurisdiction of the competent courts of South Africa, unless another forum is required by law.
16. Contact
SAGTRAV Pty Ltd
Email: info@sagtrav.co.za
Phone: +27 71 261 6568
Address: 70 Tinus De Jongh Street, Greenhills, Randfontein, Gauteng, South Africa