Complaints and Disputes
What to do when something goes wrong, and how Bushkir decides disputes between guests, farms and partners.
This document is written to protect both you and Bushkir, and applies as published. It should still be reviewed by a qualified South African attorney before it is relied on in a dispute.
1. Raise It on the Day
If something is wrong on arrival or during a hunt or stay — accommodation not as listed, species not available, safety concerns, staff behaviour — tell the farm or partner immediately and send a message through Bushkir so it is on record. Problems reported while they can still be fixed are far easier to resolve.
2. Open a Case With Bushkir
If it is not resolved, open a case through the Concierge or by emailing info@bushkir.co.za within fourteen (14) days of the booking ending. Include the booking reference, what happened, what you want, and any photographs, messages or invoices.
3. How We Investigate
Bushkir reviews the listing as it was published, the booking and payment record, the messages between the parties, the evidence provided and the account's history. Both sides are given a chance to respond, normally within five (5) business days each.
4. Outcomes
Possible outcomes include a full or partial refund, a replacement booking through Bushkir Rescue, a correction to a listing, a warning, a lowered BushScore, suspension, or removal from the platform. Where a host cancelled before arrival, a full refund is automatic under the Cancellation and Refund Policy and is not a matter for debate.
Bushkir's decision is binding on the parties' Bushkir accounts and on any money Bushkir holds or pays out. It does not replace either party's legal rights.
5. Serious Matters
Cruelty to animals, illegal hunting, unsafe firearm handling, fraud, harassment and discrimination are treated as urgent. They may result in immediate removal from Bushkir and being reported to the relevant authorities.
6. If You Are Still Unhappy
You may take the matter to the National Consumer Commission, an industry association, or a South African court. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or POPIA.