CASELA NATURE PARKS
CANCELLATION POLICY
This policy is designed to provide prompt and efficient notification of cancellations, helping to minimise inconvenience and ensure that alternative arrangements, where possible, are clearly communicated.
The policy applies to all customers, whether booking directly online, purchasing tickets on-site, or reserving through an authorised agency or partner.
At Casela Nature Parks, we strive to ensure all scheduled activities run smoothly as planned. However, in certain situations, an activity may need to be cancelled for the safety of our animals, guests, or staff. Cancellations may arise due to circumstances beyond our control or due to operational requirements. Below are the most common reasons why an activity may be cancelled:
1. Weather & Environmental Conditions:
• Heavy rain, Torrential rain, Flooding
• Strong winds that compromise safety
• Poor visibility affecting animal shows or safaris
2. Animal Welfare & Safety:
• Animal illness, injury or unexpected behaviour
• Veterinary treatment scheduled or required
• Breeding, birth or special care situations
• Stress or overexposure of animals
3. Operational & Technical Issues:
• Power outages or technical failures
• Malfunction of equipment
• Maintenance or emergency repairs
4. Health, Safety & Security
• Accidents or medical emergencies at the Park
• Failure to meet minimum safety standards for the activity
5. Legal & Regulatory Reasons
• Government orders or inspections requiring closure
• Public Health Restrictions
• Licensing or compliance issues
• Official statements or Restrictions issued by Ministry/Government
6. Force Majeure
• Natural disasters
• Epidemics, Pandemics or other public health emergencies
• Any other circumstances deemed as a Force Majeure
CANCELLATION PROCEDURES
Our cancellation policy outlines the terms under which activities and tickets purchased for Casela Nature Parks may be cancelled, modified or refunded, while ensuring transparent and timely communication.
Cancellation by Casela Nature Parks:
• Reasonable notice will be provided of any cancellation to partners and customers using the fastest available communication channels (E.g: E-mail and Social Media).
• Customers will be offered the option to reschedule their activity to a later date, subject to availability.
• In cases of non-compliance with Park rules, the guide reserves the right to cancel a client’s activity without refund.
• If rescheduling is not possible, a full refund will be granted.
Cancellation by the Customer:
• Clients may reschedule their activity free of charge if notice is provided to the proper channels at least 48 hours in advance, subject to availability.
• Cancellations made 48 hours or more before the scheduled activity will receive a full refund.
• Cancellations made 24 to 48 hours before the activity will receive a 50% refund.
• Cancellations made less than 24 hours before the start of the activity are non-refundable.
• No refund will be granted in cases of non-compliance with the Parks’ conditions, rules or restrictions.
• No refund will be provided for cancellations made on site at the time of departure or upon arrival.
CONTACT INFORMATION
For cancellations, modifications, or questions, you may contact us:
Email: booking@caselaparks.com
Phone: 401 6500
Travel Agency Customers: please contact your agency directly.