Changes & Cancellations
You can change or cancel 24 hours or more before your scheduled game drive at no charge. If you cancel between 24 hours and 2 hours before the start time, a 50% fee applies. If you cancel less than 2 hours before the start time or don't show up, you'll be charged in full. If the operator/expert cancels, you can choose a full refund or free rebooking. For bookings that use more than one vehicle (for example, groups larger than 6), fees may apply per vehicle after the free-cancellation window. If the operator/expert cancels, you can choose a full refund or free rebooking. For bookings that use more than one vehicle (for example, groups larger than 6), fees may apply per vehicle after the free-cancellation window.
Late Arrival & Meeting Window
Your driver may arrive up to 10 minutes earlier or later than the stated time. Please keep your phone reachable. If you arrive more than 15 minutes late, the drive may be shortened without refund or cancelled under the rules above.
Weather, Park Rules & Operational Changes
Safaris operate in many weather conditions. Severe weather or park directives may require us to reschedule or refund at our discretion. Routes, times, vehicles, and guides may be changed to an equivalent or better option when needed.
Inclusions & Exclusions
What's included is listed on your confirmation. Unless we say otherwise, park entry fees, tips, and personal expenses are not included.
Safety & Wildlife
Wildlife sightings are not guaranteed. Please follow your guide's instructions and park rules. Do not feed, touch, or provoke wildlife.
Children, Accessibility & Health
Tell us children's ages at booking. Child/booster seats are available on request where required or available. Let us know in advance about any accessibility or medical needs.
Payments & Refunds
Payments & Security (Stripe)
Payments & Security (Stripe)
How we process payments:
Card payments are processed by Stripe over an encrypted connection. We don't storeyour full card number or CVV; Stripe uses tokenization and is PCI DSS Level 1 certified.
Bank authentication:
Your bank may require extra verification (e.g., 3D Secure) before approving a charge.
Holds & captures:
We may place a temporary authorization hold at booking and capture the final amount when your reservation is confirmed or starts. Your bank controls when a released hold appears back in your balance.
Refunds:
Approved refunds are issued immediately on our side; banks typically take 5–10 business days to post them.
Saved payment methods:
If you choose to save a card or wallet, you can remove it anytime in Payment Methods.
Currency & fees:
Your card issuer sets exchange rates and may charge foreign transaction fees.
Disputes:
If you dispute a charge with your bank, the booking may be paused while the dispute is resolved.
Free changes/cancel
up to 24 hours before your drive, or within 5 minutes of booking for same-day trips.
Inside 24–2 hours
50% fee. Inside 2 hours or no-show: 100%.
Expert cancels or park closes
Full refund or free rebooking
What's included
shown on your confirmation (e.g., guide, refreshments, lunch on full-day). Park entry fees are usually not included.
Safety
wildlife sightings vary; Please follow park rules and responsible viewing.
Need help?
Tap Support 24/7 or call our support number.
Full Policy
Raahi, A Service of Raahi Ventures, Inc. — Last Updated: July 2026
1. Introduction and Relationship to Other Platform Documents
This Booking, Cancellation, Refund and Payment Policy ("Policy") governs the booking, payment, cancellation, refund, and payout lifecycle of a Booking made through the Raahi platform, website, and mobile applications (the "Platform"). This Policy supplements the Raahi Terms and Conditions ("Terms"), the User Agreement, and the Expert Agreement, each of which incorporates this Policy by reference, and should be read together with the Safety and Travel Guidelines and the Privacy Policy. This Policy addresses the operational and commercial mechanics of a Booking; it does not restate the eligibility, liability, dispute resolution, or governing law provisions that the Terms, the User Agreement, and the Expert Agreement already state in full, and those provisions apply to this Policy as if set out here. Where this Policy and another platform document both address a topic, the two should be read together; if a conflict cannot be reconciled, the Terms control on matters of general application, and this Policy controls on matters specific to booking, payment, cancellation, and refund mechanics. Capitalized terms not defined in this Policy have the meanings given in the Terms, including "Buyer," "Expert," "Booking," and "Platform."
2. Booking Process
2.1 Searching and Selecting Experiences.
Buyers may search the Platform by location, date, category, or Expert, and may review a listing's description, pricing, capacity, and any category-specific requirements or exclusions before requesting a Booking.
2.2 Availability.
Availability shown on the Platform reflects the schedule an Expert has made available and may change before a Booking is confirmed. Raahi does not guarantee that a displayed availability window will remain open until a Booking request is submitted.
2.3 Booking Requests and Confirmation.
Submitting a Booking request is an offer to book the displayed experience at the displayed price, subject to the Expert's acceptance. Some listings may be configured for instant confirmation, in which case a Booking is confirmed upon successful payment authorization; other listings require the Expert to accept the request, consistent with the Expert Agreement, in which case a Booking is confirmed only once the Expert accepts. A Booking is formed when a Buyer's payment is authorized and the Expert confirms availability, consistent with the Terms.
2.4 Booking Modifications.
A Buyer may request a change to a confirmed Booking, including date, time, group size, or other details, subject to the Expert's ability to accommodate the change and the cancellation and fee provisions of this Policy if the change cannot be accommodated. An Expert may substitute comparable personnel or equipment for a confirmed Booking only with reasonable advance notice to Raahi and the Buyer, consistent with the Expert Agreement; a Buyer may cancel without penalty if a material substitution occurs after Booking confirmation.
2.5 Booking Responsibilities.
A Buyer is responsible for providing accurate booking information, including the number of participants, and for reviewing the confirmation details before the experience. An Expert is responsible for honoring a confirmed Booking as described in the listing, consistent with the Expert Agreement. Depending on the nature of the Experience, Buyers may be asked to provide certain health-related information relevant to the safe planning and delivery of the Experience. Raahi will collect, use, and process such information in accordance with its Privacy Policy.
2.6 Booking Communications.
Buyers and Experts should communicate about a Booking only through the Platform's in-app messaging tools, consistent with the Terms, the User Agreement, and the Safety and Travel Guidelines.
3. Pricing
3.1 Experience Pricing.
The price displayed for an experience is set by the Expert, subject to any minimum standards Raahi may establish for a given service category, consistent with the Expert Agreement.
3.2 Platform Service Fees.
A Booking may be subject to a service fee, disclosed to the Buyer before payment is confirmed, at the rate set out in the fee schedule made available through the Platform. Raahi may update the fee schedule from time to time, with notice provided consistent with the Terms; an updated fee schedule applies to Bookings made after its effective date. Service fees are non-refundable except as expressly stated in this Policy.
3.3 Currency and Currency Conversion.
All amounts are priced and processed in United States dollars. If a Buyer's payment method is denominated in a different currency, the Buyer's card issuer or payment provider, not Raahi, determines the applicable exchange rate and any foreign transaction fee, and may offer a dynamic currency conversion option at checkout; Raahi does not control and is not responsible for the rate or fee an issuer applies. Buyers using a non-U.S. dollar payment method should confirm the applicable exchange rate and any fees with their card issuer before confirming a Booking.
3.4 Promotions, Discounts, Coupons, and Credits.
Raahi may offer promotional pricing, discount codes, coupons, or promotional credits at its discretion, subject to the specific terms disclosed with the offer, including any expiration date, minimum booking value, or restriction on combining offers. Raahi does not currently offer gift cards; if Raahi introduces gift cards, their terms will be disclosed separately and incorporated into this Policy.
4. Taxes and Government Charges
Buyers are responsible for any taxes, fees, or governmental charges applicable to a Booking, consistent with the Terms. Experts are solely responsible for their own income, sales, use, and payroll tax obligations arising from their activity on the Platform, consistent with the Expert Agreement. Raahi may collect and remit certain sales, use, occupancy, value-added, goods and services, or tourism-related taxes on behalf of a Buyer or an Expert where required by applicable marketplace facilitator or similar statutes, consistent with the Terms; where Raahi does so, the applicable tax will be disclosed and added to the amount charged at checkout. Raahi's collection of a specific tax does not relieve a Buyer or an Expert of any tax obligation that Raahi's collection does not cover.
5. Payments
5.1 Accepted Payment Methods.
The Platform accepts the payment methods displayed at checkout, which may include credit and debit cards and other methods Raahi enables from time to time.
5.2 Payment Authorization and Timing.
By submitting a Booking request, a Buyer authorizes Raahi to charge the selected payment method for the applicable amount. Raahi may place a temporary authorization hold on the Buyer's payment method at the time of booking and capture the final amount when the Booking is confirmed or when the experience begins, consistent with the Terms. A Buyer's bank may require additional authentication, such as 3D Secure, before approving a charge. Payments are processed by Raahi's payment processor; Raahi does not store full card numbers or card verification codes.
5.3 Failed Payments.
If a payment authorization fails, the Booking request will not be confirmed unless and until a valid payment method is provided. Raahi may attempt to re-authorize a payment method for a Booking already confirmed if an initial capture fails, and may suspend or cancel the Booking if a valid payment cannot be obtained within a reasonable time.
5.4 Payment Verification and Fraud Prevention.
Raahi may verify a Buyer's payment method and identity before confirming a Booking, and may investigate a Booking that its fraud-screening systems flag as suspicious, consistent with the Terms. Raahi may delay, decline, or cancel a Booking pending that investigation.
5.5 Chargebacks.
If a Buyer initiates a chargeback or payment dispute with their card issuer, Raahi may pause the affected Booking pending resolution, consistent with the Terms. Raahi will investigate a chargeback using available booking, payment, and communication records, and may request supporting information from the Expert who provided the experience, including confirmation of service delivery. If a chargeback is resolved against Raahi after the corresponding payout has already been made to an Expert, Raahi may recover the disputed amount and any associated processing fee from that Expert by setoff against current or future payouts, consistent with the Expert Agreement; an Expert may request a written accounting of any such deduction and may contest it through the complaint process described in this Policy.
5.6 Payment Security.
Payments are processed through Raahi's certified payment processor over an encrypted connection. A Buyer's financial information is not visible to an Expert.
6. Expert Payouts
Payout timing, the setoff and reserve mechanism, deductions for the platform service fee, chargeback-related and fraud-related deductions, and Expert tax reporting are governed by the Expert Agreement, and this Policy does not restate those provisions. Where a Buyer's Booking is cancelled or refunded under this Policy after a payout has already been made to the Expert for that Booking, Raahi may recover the corresponding amount from the Expert by setoff against current or future payouts, consistent with the Expert Agreement.
7. Booking Changes
7.1 Buyer-Initiated Modifications.
A Buyer may request to change the date, time, or other details of a confirmed Booking by contacting the Expert or Raahi support through the Platform. A modification is subject to the Expert's ability to accommodate it. If the Expert cannot accommodate a requested change, the Buyer may instead cancel the Booking subject to the cancellation provisions of this Policy.
7.2 Expert-Initiated Modifications and Substitutions.
An Expert may propose a schedule change to a confirmed Booking with reasonable advance notice; the Buyer may accept the change or cancel the Booking without penalty. An Expert may substitute comparable personnel or equipment for a confirmed Booking only with reasonable advance notice to Raahi and the Buyer; a Buyer may cancel without penalty if a material substitution occurs after Booking confirmation, consistent with the Expert Agreement.
8. Cancellation Policy
8.1 Cancellations by Buyers.
A Buyer may cancel a confirmed Booking at no charge if the cancellation is made twenty-four (24) hours or more before the scheduled start time. A cancellation made less than twenty-four (24) hours but two (2) hours or more before the scheduled start time is subject to a fee of fifty percent (50%) of the Booking price. A cancellation made less than two (2) hours before the scheduled start time, or a failure to appear for the experience, is charged in full, consistent with the no-show provisions of this Policy. These windows apply to the Booking as a whole unless the listing or the Booking confirmation states a different cancellation policy for that specific experience.
8.2 Cancellations by Experts.
If an Expert cancels a confirmed Booking, the Buyer may choose either a full refund or free rebooking with the same or a comparable Expert, consistent with the Terms. A pattern of repeated cancellations by an Expert without reasonable cause may be treated as a performance issue under the Expert Agreement and may result in suspension or termination of that Expert's account.
8.3 Cancellations by Raahi.
Raahi may cancel a Booking, in whole or in part, where Raahi reasonably believes the Booking involves fraud, an unauthorized transaction, a safety concern, a legal compliance issue, or a threat to marketplace integrity, or where a force majeure event under this Policy prevents the experience from proceeding. Where Raahi cancels a Booking for one of these reasons, the Buyer will generally receive a full refund unless the circumstances giving rise to the cancellation are attributable to that Buyer's own conduct, in which case Raahi may withhold or reduce the refund consistent with the discretion described in this Policy.
9. Group and Multi-Vehicle Bookings
A Booking for a group larger than the standard capacity of a single vehicle, guide, or unit, commonly a group larger than six people, may require more than one vehicle or Expert to fulfill, and Raahi or the Expert may disclose a per-vehicle or per-unit fee for the additional capacity at the time of booking. The cancellation windows and fees described in this Policy apply on a per-vehicle or per-unit basis for a multi-vehicle Booking; if a Buyer reduces the group size after confirmation such that fewer vehicles or units are required, the fee treatment for the reduced portion of the Booking follows the cancellation provisions of this Policy as though that portion had been cancelled at the time of the reduction. Raahi may require a deposit for a large group Booking, disclosed at the time of booking, which is applied against the total price and is subject to the same cancellation and refund provisions as the balance of the Booking.
10. Refund Policy
10.1 Full and Partial Refunds.
A full refund is issued where a Buyer cancels within the free-cancellation window described in this Policy, where an Expert cancels and the Buyer elects a refund rather than rebooking, or where Raahi determines a refund is warranted under the disputed-booking or force majeure provisions of this Policy. A partial refund may be issued where a Buyer cancels within a fee-bearing window described in this Policy, or where Raahi determines that only part of a booked experience was delivered as described.
10.2 Non-Refundable Situations.
A Booking is generally not refundable where a Buyer cancels less than two (2) hours before the scheduled start time, where a Buyer does not appear for a confirmed Booking, or where Raahi determines that a Buyer's own conduct caused the experience not to proceed as booked. Platform service fees are non-refundable except where Raahi determines that the Booking itself was cancelled due to Raahi's or the Expert's error, fraud, or a force majeure event.
10.3 Processing Timelines and Method.
An approved refund is issued to the original payment method used for the Booking. Raahi processes an approved refund on its side without unreasonable delay; the Buyer's bank or card issuer, not Raahi, controls how long the refund takes to appear in the Buyer's account, which is typically five (5) to ten (10) business days.
10.4 Promotional and Wallet Credits.
Where Raahi determines that a refund should take the form of a promotional or wallet credit rather than a return to the original payment method, including where a Booking was paid for in part or in full using a previously issued credit, Raahi will disclose that determination to the Buyer at the time the refund is processed. A credit issued under this Policy is subject to the expiration date and use restrictions disclosed when it is issued.
10.5 Currency Fluctuations.
Because a Buyer's card issuer, not Raahi, determines the exchange rate applied to a charge or a refund on a non-U.S. dollar payment method, the amount a Buyer receives back on a refund may differ from the amount originally charged due to exchange rate movement between the two transactions; Raahi is not responsible for this difference.
11. No-Shows
11.1 Buyer No-Shows.
A Buyer who does not appear for a confirmed Booking within a reasonable waiting period, consistent with the Safety and Travel Guidelines, is treated as a no-show and is charged in full consistent with this Policy. A Buyer who anticipates being unable to attend should cancel through the Platform as soon as possible rather than allow a no-show to occur, since a timely cancellation may qualify for a partial refund under this Policy even where a no-show would not.
11.2 Expert No-Shows.
An Expert who does not appear for a confirmed Booking within a reasonable waiting period is treated as an Expert no-show. The Buyer is entitled to a full refund and may also be offered free rebooking with a comparable Expert. A pattern of Expert no-shows may be treated as a performance issue under the Expert Agreement and may result in suspension or termination of that Expert's account. A Buyer or an Expert should report a suspected no-show through the Platform as soon as possible so that Raahi can confirm the outcome and process the applicable refund or other remedy.
12. Disputed Bookings
12.1 Scope.
This section applies to a Buyer's payment dispute, a complaint about the quality or completeness of a delivered experience, a report of a fraudulent Booking, or any other disagreement about the outcome of a specific Booking that is not resolved by the automatic application of the cancellation, refund, or no-show provisions of this Policy.
12.2 Reporting.
A Buyer or an Expert should report a disputed Booking through the Platform as soon as reasonably possible. Raahi's front-line support will attempt to resolve routine disputes directly; an unresolved or serious dispute escalates to a dedicated review function within Raahi.
12.3 Evidence.
Raahi may request supporting information from either party, including messages exchanged through the Platform, photographs, timestamps, or other records relevant to the dispute. A party who does not provide requested information within a reasonable time may have the dispute decided based on the information otherwise available to Raahi.
12.4 Investigation and Decision.
Raahi will review the available information and determine, in its discretion, the appropriate outcome, which may include a full or partial refund to the Buyer, release of the payout to the Expert, or another remedy Raahi considers appropriate under this Policy. Raahi's determination under this section is part of the informal resolution process described in the Terms, and a party who remains dissatisfied after that process may pursue the dispute resolution procedure set out in the Terms.
13. Force Majeure
Where a Booking cannot proceed because of a circumstance beyond Raahi's or the Expert's reasonable control, including severe weather, a natural disaster, a government restriction, a transportation disruption, a public health emergency, civil unrest, or the closure of a national park, wildlife reserve, or other protected area, consistent with the force majeure provisions of the Terms, Raahi will determine, in its discretion, whether the affected Buyer receives a full refund, a credit toward a future Booking, or priority rebooking with the same or a comparable Expert once the circumstance has passed. Raahi will make this determination as promptly as reasonably possible and will communicate it to the Buyer and the affected Expert through the Platform.
14. Platform Rights
Raahi may, consistent with the Terms, the User Agreement, and the Expert Agreement: cancel a Booking it reasonably believes is fraudulent; suspend or delay a payment or payout pending investigation; reverse a transaction; investigate suspected abuse of this Policy, including manipulation of the cancellation or refund provisions; withhold or apply a payout by setoff where contractually permitted under the Expert Agreement; and take any other action reasonably necessary to enforce this Policy and protect the integrity of the Platform.
15. User Responsibilities
A Buyer must provide accurate information when making a Booking, arrive at the agreed time and location, follow the instructions of the Expert and any applicable safety requirements consistent with the Safety and Travel Guidelines, obtain and carry any permit or documentation required for the experience, and communicate through the Platform consistent with this Policy and the User Agreement.
16. Expert Responsibilities
An Expert must honor a confirmed Booking as described in the listing, communicate promptly with the Buyer, deliver the booked service safely and professionally, and maintain accurate listings, consistent with the Expert Agreement.
17. Complaints and Safety Reporting
Raahi maintains a tiered complaint and safety-reporting process. Front-line customer support handles routine booking, payment, and cancellation questions. A safety concern, a serious complaint about an Expert's conduct, or an unresolved dispute escalates to a dedicated review function within Raahi, which will acknowledge a report and provide a substantive response within a reasonable time. Information provided in a safety report is handled in accordance with the Privacy Policy and is used only for the purposes of investigating and responding to the report. This process is the mechanism through which the informal resolution requirement described in the Terms is satisfied for a booking-related dispute.
18. Miscellaneous
18.1 Amendments to This Policy.
Raahi may update this Policy from time to time. A material change will be communicated by email, in-app notice, or website notice, and will take effect for a Booking made after the change's effective date.
18.2 Relationship with Other Platform Documents.
This Policy, together with the Terms, the User Agreement, the Expert Agreement, the Safety and Travel Guidelines, and the Privacy Policy, each incorporated by reference, forms part of a single set of documents governing the use of the Platform. If a provision of this Policy conflicts with another platform document in a way that cannot be reconciled, the order of precedence described in the section titled "Introduction and Relationship to Other Platform Documents" applies.
18.3 Notices.
A notice to a Buyer or an Expert under this Policy may be sent to the email address or in-app contact associated with that person's account. A notice to Raahi should be directed to the contact information set out in the Terms.
18.4 Contact Information.
Questions about a Booking, a payment, a cancellation, or a refund may be directed to support@raahi.io.
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