Terms & Conditions

“Company” refers to Melula Travel.
“Client” / “Passenger” refers to any person booking or using the service.
“Service” refers to services provided by the Company including consultation, document preparation, submission assistance, appointment scheduling, and follow-up related to visa applications, transportation of passengers related to tourism
“Tour” refers to any scheduled or private day tour provided by the Company.

All bookings must be made in advance via phone, website, email, or authorized booking platforms.
A booking is considered confirmed once payment, or agreed deposit is received and confirmation is issued by the Company.
Clients are responsible for providing accurate personal and contact details at the time of booking
The Client is responsible for providing accurate pickup details, flight information, dates, times, and contact information

Travel is confirmed once full payment has been received
Prices are quoted per vehicle unless stated otherwise and include standard waiting time, fuel, and applicable taxes.
Additional charges may apply for extra waiting time, additional stops, parking fees, tolls, or changes to the booking.
Full payment must be made before the time of service unless otherwise agreed in writing.
Tour prices are quoted per person or per vehicle (as specified) and include services described in the tour itinerary.
Prices do not include meals, gratuities, or personal expenses.
Additional costs incurred due to Client requests or itinerary changes may be charged separately.
The Company reserves the right to cancel bookings for non-payment

For airport pickups, flight monitoring is included where flight details are provided.
A complimentary waiting period of 1 hour – private transfer, and 15 minutes – shuttle transfer applies.
Waiting beyond the waiting period is at the drier’s discretion
The Company is not responsible for missed pickups due to incorrect flight information or failure to notify changes.

The Company is not responsible for cancellations or delays due to events beyond its control, including weather, natural disasters, strikes, road closures, or government restrictions.
Cancellations made 12 hours prior to the scheduled pickup time are eligible for a full credit
No credit or refund will be issued for no-shows or early departures from a tour
A request for credit should be sent to melulatravel@gmail.com at least 12 hours prior to the intended departure time
Credit is transferable
Credit should be used within 90 days
Visa fees are non-refundable once processing has commenced, regardless of application outcome.
If the Client withdraws before visa processing begins, a partial refund may be issued at the Company’s discretion.
No refunds are provided for visa refusals, delays, or no-shows for appointments.

Any changes to pick up time, location, or destination must be requested as soon as possible.
Changes are subject to availability and may result in additional charges.

Passengersare required to arrive 15 minutes prior to departure time
Passengers must follow guide/driver instructions at all times
Passengers are responsible for their personal belongings
Any damage caused by a passenger will be charged accordingly
Passengers must ensure seatbelt use at all times where legally required.
The passenger is responsible for ensuring luggage fits within the booked vehicle capacity.
Children must use appropriate child seats as required by law (must be requested at booking).
The Client is solely responsible for providing accurate, complete, and truthful information and documents for visa processing
The Company shall not be liable for refusals, delays, or penalties arising from incorrect, incomplete, or misleading information provided by the Client.
The Client must promptly inform the Company of any changes in personal circumstances that may affect the visa application
Complete your visa application by uploading your passport photo, tour itinerary, and hotel reservation.

Standard luggage allowance applies per vehicle type.
Oversized or excess luggage (e.g. sports equipment, large musical instruments) must be declared in advance.
Passengers are limited to two (2) suit cases and one (1) hand luggage
Additional luggage is charged at SZL/ZAR 500 per piece

The Company will make reasonable efforts to provide service as agreed with the Client but is not liable for delays caused by traffic, weather, accidents, road closures, flight disruptions, or events beyond its control.
The Company is not liable for failure or delay in performance due to events beyond its reasonable control, including government actions, system outages, strikes, pandemics, or natural disasters.
The Company shall not be liable for any indirect, incidental, or consequential losses, including travel costs, accommodation, or loss of employment.
The Company’s liability is limited to the amount paid for the service
The Company is not responsible for loss or damage to personal belongings left in the vehicle.
Visa Applications usually take three (3) working days for processing
The Company has no influence over visa decisions, and processing times, and does not guarantee visa approval, issuance, or processing timelines.
Refusal, delay, or additional requirements imposed by authorities in processing visas do not constitute grounds for a refund
The Company is not responsible for delays caused by embassies, immigration departments, courier services, or third-party providers.
Visa regulations and requirements may change without notice.
The Company is not responsible for applications affected by rule changes after submission.

No illegal substances are permitted in the vehicle.
Tours and transfers operate in most weather conditions unless deemed unsafe.
Guests are responsible for ensuring they are physically fit to travel and/or participate in tours.
Participation in tours is at the Client’s own risk
Any medical conditions, allergies, or special needs must be disclosed prior to booking.
The Company is not liable for illness, injury, or accidents
The Company may take photographs or videos during tours for promotional purposes unless the Guest objects in writing prior to the tour.
The Company reserves the right to refuse service or remove passengers behaving in a threatening, abusive, or unsafe manner.
The Company reserves the right to terminate services if the Client fails to cooperate, provides false information, or violates these Terms & Conditions.
The Company reserves the right to modify tour routes, itineraries, schedules, or vehicles due to weather, traffic, safety concerns, or circumstances beyond its control.
Guests are advised to carry personal travel insurance.

Personal information provided during booking is used solely for the purpose of delivering the service and will not be shared with third parties except where required by law

These Terms & Conditions are governed by the laws of The Kingdom of eSwatini
Any disputes shall be subject to the exclusive jurisdiction of the courts of The Kingdom of eSwatini

By making a booking, the Client confirms acceptance of these Terms & Conditions.