Terms and Conditions

Operator: Chaplin Logistics
Route: Cape Town, South Africa to Harare, Zimbabwe (and vice versa)
Effective Date: 14 April 2026

1. Booking and Payment

Confirmation: A booking is only confirmed once full payment has been received, and a valid e-ticket has been issued to the passenger via email or SMS.
Validity: Tickets are valid only for the specific date, time, and seat number printed on the ticket.
Passenger Information: It is the passenger’s responsibility to ensure their name and ID number are entered correctly at the time of booking.

2. Cancellation and Refund Policy

Cancellation by Passenger

All cancellations are subject to an administrative fee (penalty), calculated based on the time of cancellation, as configured by Chaplin Logistics and processed via Computicket and Ratality.

The applicable penalties are as follows:

  • Cancellation within 1 (one) hour after reservation:
    No administrative fee. A 100% refund will be issued.
  • Cancellation more than 24 hours before departure:
    A 30% cancellation penalty applies. The passenger will receive a 70% refund, or may alternatively reschedule the journey at no additional charge (subject to seat availability).
  • Cancellation within 24 hours before departure:
    A 100% cancellation penalty applies. No refund will be issued.
  • Cancellation within 3 hours before departure or “No Show” (failure to board):
    No refund and no rescheduling will be permitted.

Refunds, where applicable, will be processed within 7 (seven) working days from the date the cancellation request is received.

Cancellation by Chaplin Logistics

If a trip is cancelled by Chaplin Logistics due to mechanical breakdown, operational issues, or other factors within the operator’s control, passengers will be entitled to either:

  • A 100% full refund, or
  • A free transfer to the next available scheduled trip.

Force Majeure

No refunds will be issued for cancellations or delays caused by events beyond the operator’s reasonable control, including but not limited to:

  • Severe weather conditions
  • Road closures or accidents
  • Civil unrest or strikes
  • Border post closures or government actions

Computicket and Ratality Provision

Computicket, together with its payment processor Ratality, is authorised to apply and process cancellation penalties and refunds strictly in accordance with these Terms and Conditions.

Computicket may, at its sole discretion, cancel and rebook a ticket within 60 (sixty) minutes of booking in order to correct any booking or system errors.

3. Discounts and Child Policy

  • Children aged 0–5 years travel free of charge, provided they do not occupy a separate seat.
  • No other discounts (including child, student, or senior citizen discounts) are currently offered.

4. Lost or Damaged Luggage Policy

Liability Limit: Chaplin Logistics acts as a carrier only. We exercise reasonable care but are not insurers.
Maximum Liability: We limit our liability for lost or damaged checked luggage to ZAR 500 (Five Hundred Rand) per passenger, unless a higher value was declared and insurance paid for at the time of booking.
Exclusions: We are not liable for:

  • Valuables (money, electronics, jewelry, documents, or medication) kept in checked luggage.

  • Damage to fragile items or soft-shell bags (e.g., suitcases with zippers).

  • Perishable goods.
    Procedure:

  • Damage must be reported to the driver immediately upon arrival.

  • Lost luggage claims must be submitted in writing to info@chaplinlogistics.co.za within 48 hours of the journey’s completion.
    Baggage Allowance:

  • Checked Baggage: Maximum 10 pieces per passenger, free up to 13kg, then R15/kg over.

  • Carry-on: 1 small bag (max 7kg) to fit under the seat.

5. Passenger Conduct and Refusal of Carriage

Code of Conduct: Smoking, alcohol consumption (unless specifically permitted), and abusive language are strictly prohibited on the bus and at border posts.
Refusal: We reserve the right to refuse boarding or remove any passenger who is:

  • Intoxicated or under the influence of drugs.

  • Behaving in a disorderly, threatening, or abusive manner toward staff or other passengers.

  • Failing to present valid travel documents (Passport, Visa) required for crossing the Zimbabwe/South Africa border.
    Consequences: Passengers removed for misconduct will not receive a refund and will be responsible for their own onward transport.

6. Travel Documents and Border Crossing

Documentation: Passengers are solely responsible for possessing a valid passport, visa (if required), and any necessary health certificates (e.g., COVID-19 or Yellow Fever) to enter South Africa and Zimbabwe.
Delays: Chaplin Logistics is not liable for delays caused by passengers failing border control checks or customs inspections.

7. Delays and Itinerary Changes

Estimated Times: Departure and arrival times are estimates. We are not responsible for missed connecting flights or services due to traffic, road conditions, or border delays.
Route Changes: The operator reserves the right to change the route or pick-up points due to safety or security concerns.

8. On-Board Facilities

All coaches are equipped with:

  • Reclining seats

  • Air conditioning

  • USB charging ports

Note: Coaches do not have toilets on board.

9. Pregnant Passenger Policy

  • Pregnant passengers beyond 28 weeks require a medical certificate.

  • Beyond 34 weeks, travel is not permitted.

10. Contact Information (24/7 WhatsApp Support)

The following numbers are available 24 hours a day, 7 days a week on WhatsApp:

  • 071 825 9821

  • 071 112 1112

  • 073 049 5731

11. Limitation of Liability

Personal Injury: To the maximum extent permitted by South African law, Chaplin Logistics is not liable for indirect or consequential damages.
Third Parties: We are not responsible for the acts or omissions of third parties (e.g., border police, security contractors).

12. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of South Africa.