Booking Terms & Conditions
1. Parties
These terms apply between the guest making the reservation ("you", "the Guest") and Dream Hospitality Operators (Pty) Ltd trading as Mkuze Game Reserve / Central Reservations ("we", "us"). The party providing reserve access and certain on-site services is Ezemvelo KZN Wildlife.
2. Making a booking
An enquiry submitted through this website or by phone or email is a request, not a confirmed booking. A booking is confirmed only when:
- We have issued a written confirmation quoting a reservation number; and
- The required deposit has been received in our nominated account.
The lead guest must be 18 years or older and is responsible for all members of the booking party.
3. Rates & what's included
Rates are quoted in South African Rand (ZAR) and include VAT where applicable. Unless stated otherwise, rates exclude:
- Daily reserve conservation/community levies, payable to Ezemvelo KZN Wildlife on entry.
- Activities (guided drives, walks).
- Food, drinks and personal expenses.
- Travel insurance.
Conservation levies and Ezemvelo fees may change without notice and are set by Ezemvelo KZN Wildlife.
4. Deposit & payment
- Deposit: 50% of the total booking value is payable at the time of booking to confirm and secure the reservation.
- Balance: the remaining 50% is due no later than 14 days before arrival.
- Bookings made within 14 days of arrival: full payment is due immediately on confirmation.
- Advance Purchase rate (ADV 7): when you book 7 or more days before arrival, a 10% discount applies. The full discounted amount is payable immediately at booking and is non-refundable and non-changeable.
- Payment methods: EFT to our nominated account (details on the invoice). We do not accept cash deposits.
Proof of payment must be emailed to hello@mkuzegamereserve.co.za. The booking remains provisional until funds clear.
5. Cancellation & refunds
Cancellations must be made in writing (email is acceptable). The following cancellation charges apply, calculated against the total booking value:
| Notice before arrival | Cancellation charge |
|---|---|
| 14 or more days | 50% of the booking value (the deposit is forfeited) |
| Less than 14 days, or no-show | 100% of the booking value |
Advance Purchase (ADV 7) rate: bookings on the Advance Purchase rate are non-refundable and non-changeable — no refund applies regardless of when you cancel.
Refunds (where due) are processed by EFT within 14 working days of receipt of the written cancellation. Bank charges and any irrecoverable third-party costs may be deducted.
Consumer Protection Act, s.17: reasonable cancellation rights under the CPA apply where the Act applies to your booking. The charges above reflect a reasonable estimate of the loss we suffer on a cancellation.
6. Date changes
Subject to availability, we will try to accommodate one date change requested 14 or more days before arrival at no charge. Inside 14 days, a date change is treated as a cancellation and re-booking. Advance Purchase (ADV 7) bookings cannot be changed.
7. Check-in, check-out & gate times
- Check-in: from 14:00.
- Check-out: by 10:00.
- Reserve gate hours are set by Ezemvelo KZN Wildlife and change seasonally. Late arrivals outside gate hours cannot be accommodated.
8. House rules
- Pets are not permitted in the reserve.
- No driving off designated roads. Speed limit inside the reserve is 40 km/h (lower where signed).
- Quiet hours: 22:00 – 06:00.
- Open fires only in designated braai areas.
- Children remain the responsibility of accompanying adults at all times.
- Damage to camp property is for the lead guest's account.
9. Wildlife & assumption of risk
You acknowledge that Mantuma Camp is situated inside an unfenced Big Five reserve. Wild animals roam freely, including in camp. You enter and remain in the reserve and camp entirely at your own risk. We and Ezemvelo KZN Wildlife accept no liability for injury, illness, loss or damage caused by wildlife, natural events or your own actions, except where excluded by law.
We strongly recommend comprehensive travel and medical insurance covering your full stay.
10. Force majeure
Neither party is liable for failure to perform where the failure is caused by events outside reasonable control — including natural disasters, flooding, fire, disease outbreaks, government action, civil unrest or closure of the reserve by Ezemvelo KZN Wildlife. Where a force-majeure event prevents your stay, we will offer reasonable alternatives such as a date change or credit, subject to recoverable third-party costs.
11. Personal information
We process your personal information in line with our Privacy Policy. Certain information (such as ID/passport numbers and vehicle registration) is shared with Ezemvelo KZN Wildlife for reserve access.
12. Complaints & disputes
If something goes wrong during your stay, please let us know on the spot so we have a chance to put it right. Unresolved complaints can be escalated in writing to hello@mkuzegamereserve.co.za. These terms are governed by South African law; the South African courts have non-exclusive jurisdiction over any dispute.
13. Acceptance
Payment of a deposit or the full booking amount confirms that you have read, understood and accepted these Booking Terms & Conditions on behalf of all members of your party.
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