We understand that plans may change. This Cancellation Policy outlines the conditions for refunds and amendments to bookings at Fluent properties. This policy summarises the cancellation terms in our Terms and Conditions. If there is any difference, the Terms and Conditions apply.
Standard Cancellation Terms
When booking a Flexible Rate, the applicable cancellation terms will be communicated at the time of booking and confirmed in your booking confirmation.
Unless otherwise stated in your booking confirmation, the following cancellation terms apply:
October to April (inclusive)
- 6 or more days before arrival: Fully refundable — full refund of amounts paid, less banking fees.
- Less than 6 days before arrival: 100% cancellation penalty, equal to the total booking value, unless cancelled within the 24-hour free cancellation window below.
May to September (inclusive)
- 3 or more days before arrival: Fully refundable — full refund of amounts paid, less banking fees.
- Less than 3 days before arrival: 100% cancellation penalty, equal to the total booking value, unless cancelled within the 24-hour free cancellation window below.
24-hour free cancellation: Every Flexible Rate booking may be cancelled free of charge within 24 hours of confirmation, for a full refund of amounts paid, less banking fees. This window ends no later than 13:00 (SAST) on the day before arrival. It does not apply to bookings made after that time, or to Non-Refundable Rates.
No-shows and early departures are treated as cancellations and are not refunded, except where Fluent cannot provide your apartment. A no-show is a guest who does not arrive on the arrival date.
These terms are subject to any applicable peak-period or special-event conditions and the cancellation policy confirmed at the time of booking. In line with section 17(5) of the Consumer Protection Act, no cancellation penalty applies where the person for whom the booking was made cannot stay because of death or hospitalisation.
Peak Periods and Special Events
- During designated peak periods and major events, only Non-Refundable Rates may be available.
- These periods may include South African school holidays, public holidays, long weekends, and major events taking place within the Cape Town Metropolitan area.
- Bookings made under a Non-Refundable Rate for stays during these periods are subject to a 100% cancellation penalty if cancelled, unless otherwise required by applicable law.
- Where any portion of a booking overlaps with a designated peak period or major event, the Non-Refundable Rate conditions will apply to the entire booking, provided these conditions were communicated and accepted at the time of booking.
- Applicable peak periods and booking conditions will be communicated at the time of booking and/or published on our website.
Late and Same-Day Arrivals
Check-in is from 15:00 and is facilitated by our team until 19:00 daily. To make sure your apartment is ready and someone is there to meet you:
- Same-day bookings close at 13:00 (SAST). After 13:00, the earliest arrival date available online is the following day.
- If you expect to arrive after 19:00, please let us know by phone or in writing before 19:00 on your arrival date. We will try to arrange late access, but after-hours check-in cannot be guaranteed.
- If Fluent accepts a booking after the cut-off, or cannot provide your apartment, you receive a full refund of the affected night(s). If you cannot get in because of an access error on our side, we will try to fix it within two hours or arrange temporary accommodation at our cost, or refund the affected night(s) if none is available.
- If you arrive after 19:00 and we cannot arrange access, your booking is not cancelled. We will give you access the next day, no later than 15:00, but the first night is not refunded.
Non-Refundable Bookings
When booking, guests may opt for a non-refundable rate, which may offer a discounted price in exchange for a stricter cancellation policy. During designated peak periods and major events, Non-Refundable Rates may be the only rates available.
By selecting a Non-Refundable Rate, you acknowledge and agree to the following:
- The booking is subject to a cancellation penalty equal to 100% of the total booking value if cancelled, if you do not arrive, or if you depart early, subject to any rights that cannot lawfully be excluded.
- No date changes or transfers to alternative properties will be permitted unless Fluent expressly agrees otherwise in writing at its sole discretion.
- Any non-refundable discount is applied at the time of booking and clearly indicated during checkout.
- In the event of a force majeure event (e.g. natural disaster, government-imposed travel ban), Fluent may, at its sole discretion, offer a credit note for future use. This is not guaranteed, subject to applicable law.
Non-refundable bookings are clearly labelled throughout the booking process. If you are unsure, we recommend selecting a standard Flexible Rate where available.
Refund Policy
- Refunds will be processed to the same account used for the original payment.
- Banking fees incurred on refunds for cancellations you make will be deducted, where permitted by applicable law. Refunds for cancellations or failures by Fluent are paid in full.
- Refunds may take up to 14 business days to reflect.
Amendments to Bookings
- All cancellation and amendment requests must be submitted in writing to amendments@fluentliving.com. If you booked through an OTA, see Third-Party Reservations below. Confirmed bookings are final unless Fluent expressly agrees to an amendment in writing. Date change requests are subject to Fluent's approval, availability, and may incur additional charges or rate adjustments.
- Non-refundable bookings are not eligible for amendments, unless expressly agreed to in writing by Fluent.
Third-Party Reservations (OTAs)
If your booking was made via an OTA (such as Booking.com or Airbnb), the cancellation terms of the rate you booked, as shown on the OTA at the time of booking, apply. You may cancel or amend your booking using the OTA's own cancellation function. Messages sent through the OTA's messaging system are not accepted as cancellations or amendments. Our Terms and Conditions apply to your stay.
Contact Information
Email: amendments@fluentliving.com