Overview
We understand that travel plans change. Our cancellation policy is designed to be fair to both guests and to our small, owner-managed business. All cancellation requests must be submitted in writing to bookings@dzemigoestates.co.zw or via WhatsApp to your host contact. Refunds are issued to the original payment method within 5–10 business days.
Standard cancellation terms
The following tiers apply to all standard bookings unless a special rate or non-refundable rate was agreed at the time of booking:
More than 14 days before check-in
Full refund of all amounts paid, excluding the booking deposit (30% of total booking value). The deposit is non-refundable in all circumstances as it covers administrative, preparation, and hold costs.
8 to 14 days before check-in
50% refund of the total booking value. The remaining 50% is retained by Dzemigo Estates.
2 to 7 days before check-in
25% refund of the total booking value. The remaining 75% is retained by Dzemigo Estates.
Less than 48 hours before check-in / No-show
No refund. The full booking value is retained by Dzemigo Estates. This includes cases where guests fail to check in on the arrival date without notice.
Non-refundable rates
Bookings made at a discounted non-refundable rate are not eligible for any refund under any circumstances. This will be clearly stated at the time of booking. Non-refundable rates are typically offered for specific promotional periods or minimum-stay offers.
Modifications and date changes
Shortening a stay
If you check out earlier than your confirmed departure date, the nights not stayed are not refunded. We encourage guests to contact us as early as possible if their plans change, as we will always try to find a fair resolution where circumstances allow.
Extending a stay
Extensions are subject to availability and will be charged at the prevailing nightly rate. Contact the host team as early as possible to check availability.
Changing dates
Date changes are accommodated where possible and subject to availability. If a date change results in a lower value booking, no credit or refund is issued for the difference. If the new dates are of higher value, the additional amount is due at the time of the change.
Cancellation by Dzemigo Estates
In the rare event that we must cancel a confirmed booking due to circumstances beyond our control (property damage, emergency maintenance, force majeure), we will:
- Notify you as soon as possible
- Offer an alternative property or date where available
- Provide a full refund of all amounts paid if no suitable alternative is available
Our liability in such cases is limited to a full refund of the booking value. We are not liable for consequential costs such as flights, travel insurance, or other third-party expenses.
Add-on services
Private chef and grocery delivery
Add-on services cancelled more than 48 hours before the scheduled service date receive a full refund. Cancellations within 48 hours of the service are not refundable, as ingredients and preparation will already be in progress.
Airport transfer and driver service
Transfer cancellations made more than 24 hours in advance receive a full refund. Cancellations within 24 hours are not refundable. No-shows (driver in position, guest does not appear) are not refundable.
Exceptional circumstances
We recognise that some cancellations arise from genuine emergencies — serious illness, bereavement, or government travel restrictions. In such cases, we will consider requests for partial or full credit at our discretion, on a case-by-case basis. Supporting documentation may be requested. Contact us at bookings@dzemigoestates.co.zw as early as possible.
How to cancel
All cancellations must be submitted in writing. Send your request to bookings@dzemigoestates.co.zw with your booking reference, full name, and the reason for cancellation. The cancellation date is the date we receive written notice from you. Verbal cancellations are not accepted as confirmation.