Refund Policy

Each experience has one of three cancellation levels, chosen by the partner. The level is always visible on the experience page and on the booking screen, so you never have to guess.

Level	100%	50%	0%
Flexible	up to 24 hours before	none	after that
Moderate	up to 5 days before	from 5 days to 24 hours	after that
Strict	up to 14 days before	from 14 to 7 days	after that

If in doubt, the level that counts is the one written on the page of the experience you booked. When the partner does not choose one, the Flexible policy applies.

You can cancel at any time, even outside the full refund window. Before you confirm, we show you exactly how much you will get back, which may be 0 Kz.

We prefer it this way: the place becomes available for someone else and does not wait for a request to support.

A pending booking can be cancelled at any time, at no cost. If we do not receive the payment within the deadline, the booking expires by itself and the place becomes available again.

You receive 100% of the amount paid, however far ahead it is. This also applies when the experience is cancelled because of bad weather, because the minimum number of participants was not reached or because of force majeure.

Whenever possible, we offer an alternative date first, but the choice is yours.

If what you received was materially different from what was described, contact us within 14 days of the date of the experience, with as much detail as you can (photographs, messages exchanged with the partner).

We look at each case and hear both sides. While the complaint is being reviewed, we hold back the payment to the partner. The decision can range from a partial to a full refund.

If you do not turn up at the meeting point and do not tell us beforehand, there is no refund. If something serious came up, talk to us: we will look at it with common sense.

1. Cancel in My bookings, or write to us through the Contact page.
2. Give the booking reference (for example, MUL-A1B2C3D4).
3. Confirm the IBAN where you want to receive the refund.

We confirm your request within 2 working days. The refund is made by bank transfer, normally within 5 to 10 working days of that confirmation. How long it takes for the money to show up in your account also depends on your bank.

The refund is paid to an account in your name. We do not refund to third-party accounts.

For cancellations within the deadline and for cancellations by the partner, Mulembe's service fee is refunded in full. We keep nothing when the experience does not take place.

Talk to us before you book, not after. We answer questions about cancellation through the Contact page, and the full conditions are in the Terms and Conditions.