Terms of Service

Last updated: 5 November 2026

Important: please read these points before you book or pay.

Hotels and other suppliers provide the travel services, under their own terms. Each booking's cancellation and change terms are shown before you pay, and some rates cannot be refunded (section 6).
Within the limits the law allows, our liability is limited: we are not liable for indirect or consequential loss, and our total liability is capped (section 11). Nothing limits our liability for gross negligence, or your rights under the Consumer Protection Act.
You are responsible for the accuracy of the traveller details you give us, and for having valid travel documents, visas and health requirements for your trip (section 5).
The 7-day cooling-off period for online purchases does not apply to accommodation or travel booked for specific dates (section 6.4).

1. Who we are and this agreement

These terms are an agreement between you and BEVA Direct Services CC (trading as TravelFlow), a close corporation registered in South Africa with registration number 2002/004277/23, of 24 Chief Mgiyeni Khumalo Drive, White River, 1240, Mpumalanga, South Africa (“we”, “us”). Our full details are on our Contact page.

They apply when you use the TravelFlow website and platform and when you book travel through us. Our Privacy Policy explains how we handle personal information. If you use TravelFlow on behalf of an organisation, you confirm that you may bind it, and these terms also bind the organisation.

“Consumer” means a person protected by the Consumer Protection Act, 2008 (“CPA”) or, for online transactions, a natural person under the Electronic Communications and Transactions Act, 2002 (“ECTA”). Where these terms conflict with a consumer's rights under those Acts, the Acts apply.

2. What we provide

Online hotel search and booking. Hotel availability, prices and bookings come from our accommodation supplier, RateHawk (Emerging Travel Group).
Other travel services (such as flights, transfers and car hire) arranged for you by a travel consultant directly with the supplier.
For organisations: travel requests, approvals, travel policies and budgets, and reports.
For travel agency staff: client management, quotations, vouchers, itineraries, invoices, payments and accounting tools.

The hotel, airline or other supplier provides the travel service itself, under its own terms and conditions, which form part of your booking. We arrange the booking, take payment, issue your documents and help you if something goes wrong.

3. Your account

Private travellers may register themselves; organisation and agency accounts are created by an administrator. Accounts are for people aged 18 or older.
Give accurate information and keep it up to date. Keep your password and two-step sign-in device to yourself, and tell us at admin@travelflow.co.za straight away if you think someone else has used your account.
What you can see and do depends on your role. An organisation's administrators manage its users, roles, policies and approvals and are responsible for those settings.
We may suspend or close an account that is used unlawfully, fraudulently or in breach of these terms, and will tell you why unless the law prevents it. Closing an account does not cancel bookings already made, and we keep the records described in our Privacy Policy.

4. Using the platform

You may not:

use the platform unlawfully, or to make fraudulent bookings, false invoices or false financial records;
try to get into accounts, records or systems you are not entitled to, or get around security, rate limits or access controls;
upload malicious code, or interfere with the platform's operation;
copy data from the platform by automated means, or resell access to it, without our written permission;
pretend to be someone else, or use another person's account without their authority.

5. Making a booking

5.1 Before you pay

Before you confirm a booking, the checkout shows you the hotel, dates, rooms and guests, the cancellation terms, and the full price in rand: the supplier's price, our service fee and VAT, and the total. You can go back to correct any details, or leave without booking.

5.2 When a booking is made

A booking is made only once the supplier confirms it and your payment is authorised. We then show it in your account and send your confirmation and travel documents by e-mail. If the supplier cannot confirm it, we release or refund your payment.

5.3 Traveller details and travel documents

Make sure names and other details match each traveller's identity document or passport. Each traveller is responsible for valid passports, visas, permits, vaccinations and any other entry or health requirements.

6. Prices, payment, changes, cancellations and refunds

6.1 Prices

Prices are in South African rand. The total shown to a private traveller at checkout includes VAT and our service fee. Invoices to organisations show VAT separately. Prices can change until a booking is made.

6.2 Payment

Card payments are processed by PayU. You enter your card details into PayU's secure payment form, and your bank may ask you to confirm the payment (3-D Secure); we never receive or store your full card number. Organisations may also pay invoices by the methods stated on the invoice, or through a payment link we send.

6.3 Changes and cancellations

Each rate's cancellation terms are shown before you book, for example free cancellation until a stated date, or a rate that cannot be refunded. Ask for a change or cancellation through your account or your consultant. Where the supplier charges a cancellation or change fee under those terms, that fee applies. Our service fee is not refundable, except where the law requires it.

If you are a consumer, you may cancel an advance booking under section 17 of the CPA, subject to a reasonable cancellation charge, and no cancellation charge applies if you cannot use the booking because the traveller has died or been admitted to hospital.

6.4 No cooling-off period

The 7-day cooling-off right in section 44 of ECTA does not apply to accommodation, transport or leisure services booked for a specific date or period (ECTA s42(2)).

6.5 Refunds

Approved refunds are paid back to the card or account you paid with. How long it takes to reach you depends on PayU and your bank.

7. Your records

Your bookings, quotations, vouchers, itineraries and invoices are available in your account, where you can view, download and print them, and we e-mail them to you. These terms remain on this page, where you can read, save and print them. We keep transaction records for at least five years and will send you a copy on request.

8. Electronic communications and signatures

You agree that we may communicate with you electronically (by e-mail, notification or through the platform) and that these communications meet any requirement that they be in writing. If you accept a quotation by signing it on the platform, that is your electronic signature and acceptance of the quotation.

9. Intellectual property

The platform, its software, design and content belong to BEVA Direct Services CC or its licensors. You keep ownership of the information you add, and allow us to store and use it to provide our services. If you send us suggestions, we may use them without obligation to you.

10. Availability and support

We work to keep the platform available, but it may be unavailable at times for maintenance or because of problems with suppliers, payment providers or hosting services. Support is available at admin@travelflow.co.za or +27 13 750 0329, Monday to Friday, 08:00 to 17:00 (SAST), excluding South African public holidays.

11. Our responsibility to you

We will arrange your bookings with reasonable care and skill. If we do not, we will put it right, or refund you for the part of our service that was not properly performed.
We are not responsible for how a supplier performs its own service, but we will help you take the matter up with it.
We are not liable for indirect or consequential loss, such as loss of profit or business, unless it was caused by our gross negligence or wilful misconduct.
Our total liability for any claim is limited to the greater of the amounts you paid us in the 12 months before the claim arose, or R10,000.
Nothing in these terms limits or excludes our liability for fraud, gross negligence or wilful misconduct, for death or personal injury caused by our negligence, or for any right you have under the CPA that cannot lawfully be limited.

12. Your responsibility to us

You are responsible for loss you cause us by breaking these terms or the law, or by giving us false information, for example a supplier's charges resulting from incorrect traveller details. For consumers, this applies only to the extent the CPA allows.

13. Complaints and disputes

Please tell us first, at admin@travelflow.co.za; we will try to resolve it within 30 days. If you are a consumer, you may also refer a complaint to the Consumer Goods and Services Ombud or the National Consumer Commission, or go to court. Privacy complaints may go to the Information Regulator (see our Privacy Policy). A consumer is never required to go to arbitration, but may agree to it after a dispute has arisen.

A dispute with an organisation or another business customer that is not resolved within 30 days will be decided by arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA), by a single arbitrator, in English. Either party may still go to court for urgent relief or to enforce an award.

14. Law

These terms are governed by the law of the Republic of South Africa.

15. Changes to these terms

We may change these terms. We will tell you about material changes, by e-mail or through the platform, before they take effect, and the date at the top of this page shows the latest version. If you do not agree to a change, you may stop using the platform and close your account. Bookings already made stay under the terms that applied when they were made.

16. General

These terms, our Privacy Policy and the supplier terms of each booking are the whole agreement about the platform.
If any part of these terms is invalid, the rest still applies.
If we do not enforce a term straight away, we may still enforce it later.
You may not transfer your rights under these terms without our written consent. We may transfer ours to a successor that continues the business, without reducing your rights.
Neither of us is responsible for a failure caused by events beyond reasonable control, such as natural disasters, epidemics, government action, unrest or the failure of power or communications networks. This does not remove a consumer's right to a refund for a service that cannot be provided.

17. Notices

Send legal notices to BEVA Direct Services CC at 24 Chief Mgiyeni Khumalo Drive, White River, 1240, Mpumalanga, South Africa (our address for the service of legal documents), or by e-mail to admin@travelflow.co.za.

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