Refunds, Cancellations & Returns Policy (Storewide)
Last updated: 1 September 2025

This policy forms part of our Terms of Service and applies to purchases made via our Shopify store.

Scope
• Section A applies to physical goods (e.g., wine, merchandise).
• Section B applies to bookings, tickets, dining, events & experiences (including concerts, tastings, vineyard safaris, pontoon cruises, restaurant bookings, seasonal events, workshops, groups/private tours).

A) Goods — Returns & Refunds (Physical Products)

Cooling-off / change-of-mind
• You may cancel an order for goods within 14 working days of receipt.
• We’ll issue a full refund less delivery charges if items are unopened, unused, and in the same condition received, and your request is in writing within the period.
• You are liable for the original delivery and return shipping to our warehouse.

How to start a return
Email info@benguelacove.co.za to request return authorisation. If accepted, we’ll send a return label and instructions. Items returned without authorisation won’t be accepted.

Damages, defects, wrong items
Please inspect your order at delivery and notify us within 48 hours at info@benguelacove.co.za so we can put it right (replacement, credit, or refund).
Note: Multi-case orders can arrive separately—if the balance doesn’t arrive within 3 working days of the first delivery, please contact us.

Exceptions / non-returnables
• Perishables (e.g., food, flowers, plants)
• Custom/personalised products
• Sale items and gift cards
• Items stored improperly or kept past their recommended drinking window

Refund timing
• Once received and inspected, approved refunds are processed to your original payment method within 10 business days.
• Your bank/card provider may take an additional 5–10 business days to post funds.
• If 15+ business days have passed since approval, email info@benguelacove.co.za.

Statutory rights
Nothing here limits your statutory rights.

B) Bookings, Tickets & Experiences — Cancellations & Refunds

Applies to: concerts/musical events; wine tastings, pairings, vineyard safaris, blending; ticketed dining (Christmas, New Year’s Eve, Heritage Day, special dinners); activities (pontoon cruises, nature walks, workshops, sip & paint); seasonal events/festivals; restaurant bookings (Moody Lagoon, Blackbeard’s Diner); group bookings & private tours.

Booking & payment
• Book via website, info@benguelacove.co.za or 087 357 0637.
• Full payment due at booking unless stated otherwise.
• Booking is confirmed when payment is received and a confirmation email is sent.
• Some experiences need advance notice (e.g., 48 hours for blending).
• Please share dietary and accessibility needs when booking.

Ticket transfers
Tickets are transferable to other guests without notification, except when dietary requirements, accessibility arrangements, age restrictions, or personalised elements apply. For these cases, email changes ≥48 hours before the event.

Guest cancellation windows

Standard Events
• 14+ days: Full refund (less 10% admin fee)
• 8–14 days: 50% refund
• ≤7 days: No refund
• No-show: No refund

Premium Events (New Year’s Eve, Christmas, exclusive experiences)
• 21+ days: Full refund (less 15% admin fee)
• 15–21 days: 50% refund
• 8–14 days: 25% refund
• ≤7 days: No refund
• No-show: No refund

If Benguela Cove cancels
You may choose a full refund or transfer to an alternative date/similar experience.
Weather-related cancellations: we’ll reschedule where possible; you may opt for a full refund or transfer.

Date/quantity changes
• One free date change if requested ≥14 days before the original date; changes <14 days incur a R200 fee. Subject to availability.
• Reducing tickets counts as a partial cancellation (terms above apply).
• Adding tickets is subject to availability and current pricing.

Special circumstances
With supporting documents (medical certificate / death certificate) submitted within 7 days of the event, management may, at discretion, offer a refund or transfer for medical emergencies or family bereavement.

House rules
Arrive on time; late arrivals may be shortened or denied without refund. Age restrictions may apply—bring ID. We may remove disruptive guests without refund. Children remain under guardian supervision. No professional photography/recording without permission. 18+ to consume alcohol.

Dining bookings (Moody Lagoon & Blackbeard’s Diner)
• 12% service fee for tables of 6+.
• R150 deposit per person may be required (especially Nov–Jan).
• 8+ guests: menu can be tailored in advance.
• If you’re running late, please let us know. After 30 minutes without contact, we may release your table.
• Walk-ins seated as they arrive.
• Cover charge may apply for live music during brunch/Sunday lunch where indicated.
• Sharing lunch: 24-hour booking and deposit required.
• Cakeage fee: R300.

Groups, events & venue hire
• 50% deposit to secure; remaining 50% due 30 days before arrival.

Group bookings & private tours (10+ guests) — cancellation
• Free cancellation up to 7 days before.
• <7 days: 100% cancellation fee.

 

Lady Bonnie (Pontoon Cruise) — Weather Cancellation Policy
This section applies specifically to Lady Bonnie pontoon cruises and overrides the general bookings policy where different.

Your Safety & Experience Come First
At Benguela Cove, we’re committed to providing you with an unforgettable experience aboard Lady Bonnie on the Bot River Lagoon. Your safety and enjoyment are our top priorities.

When We May Cancel or Reschedule (Weather & Lagoon Conditions)
Our experienced skipper monitors conditions continuously and may cancel or reschedule if any of the following apply:
• Sustained winds > 30 km/h or gusts > 40 km/h
• Unsafe lagoon conditions (excessive chop, dangerous currents, poor visibility)
• Heavy rain that compromises comfort/experience
• Lightning present or forecast nearby
• Extreme heat (above 40 °C with no cloud cover)
• Dense fog reducing visibility to unsafe levels
• Any other conditions the skipper deems unsafe or likely to significantly diminish your experience
The skipper has final authority on all weather-related decisions.

If We Cancel Your Trip (Choose one)
• Full Refund — 100% of your booking fee, processed within 5–7 business days to your original payment method (your bank may take an extra 5–10 business days to reflect).
• Reschedule (Recommended) — Move to any available date within 12 months, no fees, priority booking, plus 10% discount on additional beverages or charcuterie upgrades on your rescheduled trip.
• Gift Voucher — Voucher for the full amount +10% extra value, valid 18 months, freely transferable.

Timing of Weather Cancellations
• 24+ hours before departure: We’ll contact you as soon as we’re confident conditions won’t be suitable; you get the full choice of options above.
• Same-day (within 24 hours): We’ll contact you as early as possible (typically 2–6 hours prior); full choice of options above; we’ll prioritise getting you out again within the next week if you reschedule.
• On-site (after arrival): If conditions deteriorate unexpectedly: full choice of options above + a complimentary glass of Benguela Cove wine and priority booking for the next suitable day.

Partial Trip Scenarios (If we must return early for safety)
• < 30 minutes completed: Treat as a full cancellation — full choice of options above.
• 30–60 minutes (less than half of scheduled duration): 50% refund or 50% credit toward a future booking; or reschedule with 25% discount on beverages/upgrades.
• > 60 minutes (more than half completed): No refund, but 25% credit toward your next Lady Bonnie booking (valid 12 months).

Customer-Initiated Cancellations Due to Weather Concerns
If you’re uncomfortable with forecasted conditions even when we plan to operate:
• 48+ hours before: Free reschedule to any available date or 90% refund (10% admin fee).
• 24–48 hours before: Free reschedule or 75% refund (25% admin fee).
• < 24 hours: Reschedule for a R500 change fee or 50% refund.
• No-show: No refund; you may reschedule for 50% of a new booking fee.
If we believe conditions will be unpleasant or marginal, we’ll proactively suggest rescheduling at no charge.

Sandbar Landing (Nice-to-Have, Not Guaranteed)
Access to the natural sandbar depends on tide, wind, swell, and sandbar accessibility. Not being able to land on the sandbar does not qualify as a weather cancellation. The Lady Bonnie cruise remains a complete experience (scenic biosphere cruise with onboard wines/entertainment).

How We’ll Contact You
We’ll reach out via phone, WhatsApp, and email. Please ensure your contact details are current and check messages on the morning of your booking if weather looks changeable.

“Marginal” Weather
We operate when conditions are safe and likely enjoyable. If conditions are borderline, we’ll call you proactively and the final choice is yours. We’ll never pressure you to go out if you’re uncomfortable.

Seasonal Notes
• Winter (May–Aug): Earlier sunsets, more wind events; whale watching often possible.
• Summer (Nov–Feb): Generally calmer; occasional thunderstorms; berg winds possible; best chance of sandbar access.
• Shoulders (Sep–Oct, Mar–Apr): Often the best overall window (moderate temps, stable lagoon).

FAQ (Lady Bonnie)
• “You’re operating but weather looks questionable—what now?” Contact us; if we judge it truly marginal, we’ll suggest a free reschedule.
• “Can I check real conditions?” Yes—call/WhatsApp for lagoon-specific updates from the skipper.
• “I’m travelling far and it’s cancelled?” We’ll prioritise your refund or offer extended reschedule validity (up to 24 months).
• “Light rain?” Light/warm rain is fine; heavy rain that harms comfort is not.
• “Some of my group want to cancel?” The policy applies to the entire booking. If we operate and some guests opt out for personal preference, those places are treated as no-shows.

Refund timing for bookings
Refunds are processed within 10–14 business days to the original payment method. Banks may take 5–10 additional days to reflect funds.