• Rescheduling: rescheduling 5 days before your booking will carry a 10% administration fee, which is payable when rescheduling.

• Rescheduling 3 days before your booking will have a 25% rescheduling fee, which is payable when rescheduling.

• Rescheduling within 3 days of you booking will result in a 100% forfeit of the full value of the booking.

• Cancellations: Cancellation of a booking and/or no show will result in a 100% forfeit of the full value of the booking.

• Please note that no refunds will be issued.

• Exceptional Circumstances / Emergencies:

Where a client is unable to attend their confirmed booking or requests to reschedule within the applicable cancellation period due to an unforeseen emergency or exceptional circumstance, Mangwanani may, at its discretion, consider waiving or reducing the applicable cancellation or rescheduling fee.

Requests for an exception will be considered on a case-by-case basis and are subject to management approval. Supporting documentation may be required to substantiate the circumstances.

Examples of circumstances that may be considered include, but are not limited to:

• Serious illness or hospitalisation of the client or an immediate family member.
• A medical emergency occurring on or immediately before the booking date.
• The death of an immediate family member.
• A serious accident or other unforeseen emergency preventing the client from attending.
• Other exceptional or unforeseen circumstances that, in the reasonable discretion of Mangwanani management, warrant consideration.

Where applicable, supporting documentation may include:

• A valid medical certificate or doctor’s note.
• Hospital or emergency medical documentation.
• A death certificate or other appropriate supporting documentation.
• Any other reasonable documentation requested by Mangwanani to verify the circumstances.

Please note that the existence of an exceptional circumstance does not automatically entitle a client to a refund, fee waiver or free rescheduling. Each request will be reviewed individually, taking into consideration the circumstances, the timing of the request and the operational arrangements already made for the booking.

Where an exception is approved, Mangwanani may, at its discretion, offer one of the following:

• Rescheduling of the booking without the standard rescheduling fee;
• Rescheduling subject to a reduced administration fee;
• A credit or voucher towards a future booking; or
• Another resolution deemed appropriate by management.

Any approved exception will be confirmed by Mangwanani and will be subject to the availability of the requested alternative date and time.

Clients are required to notify Mangwanani as soon as reasonably possible if an emergency or unforeseen circumstance may prevent them from attending their booking. Failure to notify Mangwanani within a reasonable period, or failure to provide requested supporting documentation, may result in the standard cancellation, rescheduling or no-show terms being applied.

Mangwanani reserves the right to determine, at its discretion, whether a particular circumstance qualifies for consideration under this Exceptional Circumstances / Emergencies provision. This provision does not replace or override the standard cancellation and rescheduling terms unless an exception has been specifically approved by Mangwanani management.