Cancellation & Refund Policy

You may cancel your TravelShield plan at any time. You do not need to give a reason.

To cancel, contact us via email at info@travelshield.co.za or through the in-app cancellation option, quoting your booking reference.

If you purchased your plan online, you have 7 calendar days from the date of purchase to cancel for a full refund, no questions asked and no penalty charged. This right is provided under the Electronic Communications and Transactions Act 25 of 2002 (Section 44) and the Consumer Protection Act 68 of 2008 (Section 16).

This cooling-off right applies even if your coverage period has started, provided you have not made a service request (armed response dispatch, medical assistance, or roadside call-out).

Your refund will be processed within 15 business days to your original payment method.

If you cancel after the 7-day cooling-off period but before your coverage start date, you will receive a full refund minus a small administrative fee to cover payment processing costs.

If you cancel after your coverage has started, your refund will be calculated on a pro-rata basis for remaining unused full days, minus the administrative fee.

For example: a 14-day plan at R46/day totals R644. If you cancel after 5 days, you would receive a refund for 9 unused days (R414), less the administrative fee.

If a service event (armed response dispatch, medical assistance, or roadside call-out) was activated during your coverage period, the direct cost of that event may be deducted from any refund, up to the total plan value.

TravelShield may cancel your plan immediately if fraudulent or misleading information was provided at sign-up, the service is misused (such as false emergency calls), or payment is declined or reversed.

If TravelShield cancels your plan for reasons not caused by you (for example, service unavailability in your area), you will receive a full pro-rata refund with no penalty or administrative fee.

Refunds are returned to your original payment method and processed within 15 business days of cancellation confirmation.

Refunds are issued in ZAR (South African Rand) to your original payment method. Where your issuing bank settles in a different currency, any exchange rate differences between the date of purchase and the date of refund are not controlled by TravelShield.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If any term in this policy conflicts with your statutory rights, your statutory rights prevail.