Lords and Ladies Bush Lodge

Booking Terms and Conditions

Last updated: 16 July 2026 — Dinokeng, Gauteng, South Africa

These Booking Terms and Conditions apply to all accommodation bookings made at Lords and Ladies Bush Lodge, operated by MATTES AFRICA SAFARIS, a private company registered in the Republic of South Africa under registration number 2024/829021/07 and VAT number 9270649271.

The Lodge is situated in the Dinokeng area, Gauteng, South Africa, in a natural bush environment where wild animals may be present.

By making a booking, the Guest confirms that they have read, understood and accepted these Terms on behalf of themselves and every person included in the booking.

1. Bookings

Availability displayed on the website’s booking calendar may change until the booking has been completed and confirmed.

A minimum stay of two consecutive nights applies to all bookings, unless otherwise expressly indicated in the booking calendar or as part of a special offer.

A booking is confirmed only when:

  1. the Guest has provided all required information;
  2. full payment for the stay has been successfully processed; and
  3. written booking confirmation has been sent to the Guest.

An incomplete booking request, unpaid booking or unsuccessful payment attempt does not permanently reserve the selected dates.

Before making payment, the Guest must verify:

  • the dates of the stay;
  • the accommodation selected;
  • the number of Guests;
  • the services included;
  • the total price; and
  • their contact details.

Any error must be reported as soon as possible to contact@lordsandladies.co.za.

The person making the booking must be at least 18 years old and legally capable of entering into a contract. That person is responsible for the accuracy of the information provided and for ensuring that every person included in the booking complies with these Terms.

We reserve the right to refuse or cancel any booking made fraudulently, speculatively, using false or incomplete information, or in breach of these Terms.

2. Prices

The applicable prices are those displayed at the time of booking. Prices are expressed in South African rand (ZAR) unless otherwise indicated.

The prices displayed include applicable South African VAT unless otherwise expressly communicated to the Guest before booking.

The price includes only the accommodation and services expressly identified as included in the booking.

Unless otherwise indicated, the price does not include:

  • transport to or from the Lodge;
  • meals, drinks or optional activities;
  • entrance fees, conservation fees, vehicle fees or other charges imposed by a reserve, association, authority or independent operator;
  • additional services requested by the Guest; or
  • charges arising from damage, loss, missing items or abnormally extensive cleaning.

We reserve the right to correct an obvious pricing or technical error. If such an error affects a confirmed booking, the Guest may accept the corrected price or cancel the booking and receive a full refund of the amounts paid for the affected services.

3. Payment and Card Pre-authorisation

Full payment for the stay is required online at the time of booking.

Payments are processed by the secure payment provider connected to the booking calendar. Lords and Ladies Bush Lodge does not directly retain complete payment card details.

The Lodge operates as a cashless accommodation establishment. No accommodation payments are accepted on the premises.

In addition to payment for the stay, a card pre-authorisation of ZAR 2,000 per accommodation unit, per stay will be placed on the Guest’s card before arrival as a security deposit.

This pre-authorisation is not an immediate payment or charge. However, the amount may be temporarily held and deducted from the Guest’s available card balance or credit limit.

If the pre-authorisation is declined, the Guest must provide another valid payment method. Access to the accommodation may be refused until full payment and the required pre-authorisation have been successfully processed.

Any optional services purchased separately remain subject to the payment arrangements communicated for those services.

4. Cancellation by the Guest

The Guest may cancel the booking and receive a full refund of the accommodation price if the cancellation is recorded no later than 11:59 p.m. South African Standard Time, seven calendar days before the scheduled arrival date.

For example, for a stay beginning on 1 August, free cancellation is available until 11:59 p.m. on 25 July.

From 12:00 a.m., six calendar days before the scheduled arrival date, the booking becomes non-refundable in principle.

Subject to the Guest’s mandatory rights under South African law:

  • a cancellation recorded before the deadline will receive a full refund;
  • a cancellation recorded after the deadline may incur a cancellation charge of up to 100% of the booking price;
  • a no-show may incur a charge of up to 100% of the booking price; and
  • late arrival, early departure or unused nights do not qualify for a refund.

Cancellation must be completed using the cancellation function provided with the booking confirmation or submitted in writing to contact@lordsandladies.co.za.

The date and time recorded by the booking system or, if unavailable, the time at which the cancellation email is received will determine whether the cancellation was made before the deadline.

Any refund will be returned through the payment method originally used for the booking. The time required for the funds to appear depends on the payment provider and the relevant financial institutions.

Application of South African law

In accordance with section 17 of the Consumer Protection Act 68 of 2008, cancellation charges must remain reasonable, having regard to matters including:

  • the amount of notice provided by the Guest;
  • the nature of the accommodation booked;
  • the length of the stay;
  • the reasonable possibility of reselling the accommodation; and
  • the particular circumstances of the cancellation.

Where required by law, the cancellation charge may therefore be reconsidered in light of the specific circumstances and the losses actually incurred by the Lodge. No cancellation charge will be imposed where prohibited by applicable South African law.

5. Changes to a Booking

Any request to change the dates, accommodation, number of Guests or services is subject to availability, our written approval and payment of any price difference.

A change is confirmed only once an updated written confirmation has been issued.

If the revised booking is more expensive, the Guest must pay the difference before the change is confirmed. If it is less expensive, any refund will be determined in accordance with the cancellation conditions applicable at the time of the request.

A request to postpone a booking after the free-cancellation deadline may be treated as a cancellation followed by a new booking. A change may not be used to avoid the cancellation conditions originally applicable to the booking.

6. Cancellation or Changes by the Lodge

In exceptional circumstances, we may need to change or cancel a booking, including because of:

  • a safety concern;
  • damage affecting the accommodation;
  • a serious service failure;
  • an administrative or legal prohibition;
  • closure or inaccessibility of the property; or
  • an event beyond our reasonable control.

If we cannot provide the accommodation booked, we will, where reasonably possible, offer suitable replacement accommodation, alternative dates or a refund for the services we cannot provide.

Unless otherwise required by law, our responsibility will be limited to services booked directly with us. We are not responsible for flights, vehicle hire, transfers or other services booked separately by the Guest.

7. Arrival and Departure

Check-in: from 2:00 p.m.
Check-out: by 10:00 a.m.

The Guest must communicate their approximate arrival time and notify the Lodge of any delay.

Any arrival after 6:00 p.m. must be arranged with the Lodge in advance. Without prior agreement, a late check-in cannot be guaranteed.

Guests may be required to present valid identification matching the name appearing on the booking.

The accommodation must be vacated by 10:00 a.m. on the departure date. An unauthorised late departure may result in an additional charge if it disrupts cleaning or the arrival of subsequent Guests.

8. Occupancy

The maximum occupancy stated for each accommodation unit must never be exceeded. Only the people included in the confirmed booking may stay overnight at the Lodge. Outside visitors require our prior approval.

The lead Guest must stay in the accommodation throughout the booking and is responsible for the conduct of every member of the group and any authorised visitors.

Undeclared occupancy may result in charges for additional Guests, the immediate departure of unauthorised persons, termination of the stay or no refund where a serious breach has occurred.

9. Children

Children are welcome at the Lodge, subject to the maximum occupancy of each accommodation unit.

Children remain under the responsibility and continuous supervision of their parents or legal guardians.

The Lodge is situated in a natural environment that may include wild animals, insects, reptiles, vegetation, fires, braai areas, a swimming pool and uneven ground. Children must never move around the property without the supervision of a responsible adult.

10. Pets

Pets are not permitted at Lords and Ladies Bush Lodge.

Bringing an unauthorised pet onto the property may result in refusal of access or termination of the stay, subject to the Guest’s mandatory rights under applicable law.

Assistance animals are not regarded as pets and will be considered in accordance with applicable law. The Guest must contact the Lodge before booking so that objective wildlife and safety requirements can be assessed and suitable arrangements considered.

11. Rules of Stay

Guests must comply with the rules of stay contained in these Booking Terms and Conditions, as well as any safety instructions communicated by the Lodge before or during the stay.

In particular, Guests must not:

  • exceed the permitted occupancy;
  • organise a party, reception or event without authorisation;
  • cause excessive noise or disturbance;
  • smoke inside the accommodation;
  • light a fire outside a designated area;
  • leave a fire or braai unattended;
  • feed, touch, chase or disturb animals;
  • damage vegetation or facilities;
  • remove any property belonging to the Lodge;
  • leave waste in the natural environment; or
  • engage in unlawful, dangerous or disrespectful conduct.

Guests must follow all instructions concerning access, gates, fires, movement after dark and wild animals.

A serious or repeated breach may result in immediate termination of the stay without a refund, where that consequence is reasonable and legally permitted.

Swimming pool

Glassware is strictly prohibited in and around the swimming pool. Children must remain under the continuous supervision of a responsible adult. No lifeguard is present. Guests must use the pool responsibly and comply with all safety instructions displayed on the premises.

Drones

The use of drones on or above the property is strictly prohibited without the Lodge’s prior written authorisation and any permits required by the competent authorities.

12. Wildlife and the Natural Environment

Lords and Ladies Bush Lodge is situated in the Dinokeng area in a natural bush environment.

Wild mammals, reptiles, snakes, scorpions, spiders, mosquitoes and other animals or insects may be present on or near the property.

Guests must remain vigilant, maintain a safe distance from animals, never feed, touch or approach wildlife, follow all instructions issued by the Lodge, supervise children closely, wear suitable clothing and footwear, and keep doors and openings closed when advised to do so.

The presence or sighting of any particular species cannot be guaranteed.

The ordinary characteristics of the bush, including insects, animals, dust, vegetation, natural sounds, changing weather and uneven ground, do not in themselves constitute a defect in the accommodation.

Nothing in these Terms excludes our liability for gross negligence or any other liability that cannot lawfully be excluded.

13. Fires and Braais

Fires and braais may be used only in designated areas and when safety conditions allow. They must never be left unattended, and the Guest must ensure that any fire is completely extinguished after use.

We may temporarily prohibit fires because of drought, wind, fire risk or instructions issued by a competent authority. The Guest may be held responsible for damage caused by failure to follow fire-safety instructions.

14. Security Deposit, Damage, Loss and Cleaning

A card pre-authorisation of ZAR 2,000 per accommodation unit, per stay is required as a security deposit.

After departure, the accommodation will be inspected. If no damage, missing items, abnormally extensive cleaning or breach of these Terms is identified, the Lodge will request the full release of the pre-authorisation within a maximum of 48 hours after check-out.

The time required for the amount to become available again depends on the Guest’s bank and payment provider. It may take several business days after the Lodge requests its release. Lords and Ladies Bush Lodge does not control this banking timeframe.

The lead Guest is responsible for damage, losses and abnormal soiling caused by the Guest, members of the group, authorised visitors or any assistance animal, excluding reasonable wear and tear.

Any defect identified on arrival must be reported promptly. Any damage occurring during the stay must also be reported without delay.

Where damage or justified expenses arise, the Lodge may capture all or part of the ZAR 2,000 pre-authorised amount to cover matters including:

  • repairing damage;
  • replacing lost, missing or damaged property;
  • replacing lost keys or access devices;
  • cleaning beyond the normal level required between stays; or
  • intervention required because the rules of stay were not followed.

Before capturing any amount, the Guest will be informed of the damage or costs identified and will receive the supporting information reasonably available, such as photographs, invoices, quotations or receipts.

If the justified amount is less than ZAR 2,000, only that amount may be captured and the balance of the pre-authorisation will be released. If the reasonably justified damage or costs exceed ZAR 2,000, MATTES AFRICA SAFARIS reserves the right to claim the outstanding balance from the Guest.

Any amount captured or claimed must represent a reasonable and justifiable cost. The security deposit does not limit the Guest’s liability to ZAR 2,000.

15. Access Roads, Driving, Personal Belongings and Vehicles

Access to the Lodge includes gravel roads. Guests must drive cautiously and use a vehicle suitable for the prevailing road and weather conditions. To the extent permitted by law, the Lodge is not responsible for damage caused solely by the ordinary condition of gravel roads or by a Guest’s driving.

Guests must remain on authorised roads, comply with all signs and access instructions, and must not enter private or unmarked roads. When travelling within the reserve, Guests must comply with the applicable speed limits and may leave their vehicle only in areas where doing so is expressly permitted.

Guests remain responsible for their personal belongings, valuables and vehicles. Guests must lock doors, secure vehicles and avoid leaving valuables unattended.

To the extent permitted by law, we are not responsible for loss, theft or damage that was not directly caused by our negligence.

16. Water, Electricity, Internet, Mobile Coverage and External Noise

The Lodge is situated in a bush environment where water, electricity, internet access and mobile coverage may be limited or temporarily interrupted.

We will take reasonable steps to address interruptions within our control. However, we cannot guarantee uninterrupted services where a disruption is caused by an external service provider, load shedding or load reduction, weather conditions, a network failure, a restriction imposed by an authority or external organisation, or an event beyond our reasonable control.

A temporary interruption that does not make the accommodation materially unusable does not automatically entitle the Guest to a refund.

Due to the Lodge’s location, sounds originating from wildlife, neighbouring properties, nearby communities or activities outside the Lodge’s reasonable control may occasionally be audible. Such external noise does not automatically entitle the Guest to a refund, provided that the Lodge has not caused or negligently contributed to the disturbance.

17. Accessibility

Due to the natural terrain, gravel surfaces, steps and configuration of certain accommodation units, some areas of the Lodge may not be fully accessible to Guests with reduced mobility.

Guests with specific accessibility requirements should contact the Lodge before booking so that we can provide accurate information and assess whether the selected accommodation is suitable.

18. Dinokeng Fees and Independent Service Providers

Accommodation prices do not include any conservation fees, entrance fees, vehicle fees or self-drive permits charged by Dinokeng Game Reserve. Where applicable, these fees must be paid separately by the Guest directly to Dinokeng Game Reserve through its authorised gates, payment points or online facilities.

Game drives, excursions, transport, activities, meals and other services offered by independent providers may be subject to their own terms and conditions. Unless otherwise stated, these providers operate under their own responsibility.

Guests must review their rules, schedules, age restrictions, safety requirements and cancellation policies. We are not responsible for the performance of an independent service unless applicable law or our contractual role provides otherwise.

19. Circumstances Beyond Our Reasonable Control

We are not responsible for a delay or failure caused by an event reasonably beyond our control, including fire, flooding, extreme weather, a wildlife incident, an epidemic or public-health emergency, a governmental or administrative decision, closure of a road or access point, a major network interruption, civil unrest or a natural disaster.

If such an event materially prevents the stay from taking place, we will reasonably consider alternative dates, a credit or a refund in accordance with applicable South African law.

20. Complaints During the Stay

Any problem must be reported as soon as it is discovered so that we can investigate and attempt to resolve it.

Email: contact@lordsandladies.co.za
Telephone or WhatsApp: +27 67 931 7669

The Guest must give us a reasonable opportunity to intervene. A complaint made only after departure may limit our ability to verify the circumstances and offer an appropriate remedy, without removing any mandatory consumer rights.

21. Accuracy of the Website and Photographs

We take reasonable steps to present the accommodation, facilities and services accurately.

Photographs are illustrative. Vegetation, the natural environment and certain furniture, textiles or decorative details may change without altering the essential nature of the accommodation.

Availability and prices may be affected by technical errors. A booking becomes final only once written confirmation has been issued.

22. Liability

The Lodge takes reasonable measures to ensure the safety and compliance of its accommodation.

Guests remain responsible for their conduct, vigilance and compliance with instructions, particularly around wild animals, fires, the swimming pool, uneven ground and outdoor activities.

To the extent permitted by law, we are not responsible for indirect loss, loss of opportunity, missed travel or expenses resulting from arrangements booked separately.

Nothing in these Terms may exclude liability for gross negligence, exclude liability where exclusion is prohibited by law, or deprive a consumer of mandatory protections under South African law.

23. Personal Information

Personal information collected during the booking process is handled in accordance with our separate Privacy Policy, available on the website.

24. Governing Law and Disputes

These Terms and all bookings concluded with MATTES AFRICA SAFARIS are governed by the laws of the Republic of South Africa, including, where applicable, the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and any other applicable mandatory South African legislation.

Any dispute may be referred to the competent South African courts, without limiting the consumer’s right to approach any competent authority, ombud or tribunal.

25. Severability and Applicable Version

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

The Terms applicable to a booking are those accepted at the time the booking is made. Any subsequent amendment will not apply retrospectively to an existing confirmed booking unless it benefits the Guest or is required by law.

The English version published and accepted at the time of booking constitutes the governing contractual version, subject to any mandatory legal requirement to the contrary.

26. Electronic Acceptance

Before completing payment, the Guest must select a box stating:

I confirm that I have read and accepted the Booking Terms and Conditions, including the payment, card pre-authorisation and cancellation provisions.

This electronic acceptance, together with the booking confirmation, constitutes evidence of the Guest’s agreement to the extent permitted by South African law.