Terms and conditions

Last updated: 12 October 2026

These terms apply when you buy or use a Travel Safely package. Please read them before you pay. By completing a purchase, you agree to these terms.

1. Who we are

Travel Safely is a trading name of United Safety Services (Pty) Ltd, registration number 2019/591707/07, with its registered address at 173 Oxford Road, Rosebank, Johannesburg, 2196 ("Travel Safely", "we", "us"). Full company details are on our contact page.

2. What Travel Safely is

Travel Safely is a personal travel safety and reassurance service. For the length of your package, a trained member of our team is available to you by WhatsApp and phone, gives you local safety guidance, checks in with you if your package includes check-ins, and coordinates help from third-party responders if something goes wrong.

3. What Travel Safely is not

• We are not an emergency service and we do not replace the police, ambulance or fire services.
• Our Essential, Guardian and Concierge packages do not include guards, armed response or bodyguards. Private security is only included in a Bespoke package.
• We are not a medical provider and we do not give medical advice.
• We are not travel or medical insurance. You should travel with appropriate insurance.
• We are not a tour operator, guide or transport service.
• We cannot guarantee your safety or prevent incidents from happening.

4. Packages

Prices are shown in US dollars and include VAT where applicable. Payment is processed in South African rand at the exchange rate on the day we send your payment details, so the rand amount may vary slightly. A package runs for 7 consecutive days from the start date you give us. Unused days cannot be carried over or transferred to another person.

Bespoke packages are quoted per trip. Private security is provided by PSIRA-registered security officers. The scope, hours, locations and number of officers are set out in your written quote, which forms part of these terms.

5. Coverage area

Travel Safely is available anywhere in South Africa. Our team is based in Johannesburg and coordinates help through response partners nationwide. In rural and remote areas, game reserves and places with poor mobile signal, help may take longer to arrive or may be limited. We will tell you if your plans include places where this applies.

6. What costs extra

Your package covers our team's time and coordination. It does not cover the cost of services provided by others, including:

• Ambulance, hospital, doctor and medication costs
• Private security or armed response call-outs, unless included in your Bespoke package
• Taxis, ride-hailing, transport and accommodation
• Replacement phones, documents or travel
• Any other third-party service

Third-party providers will charge you directly. Where possible, we will tell you about a cost before we request the service, unless there is a threat to life and there is no time to ask.

7. Response times

Clients with an active package can reach us 24 hours a day, 7 days a week, and we aim to reply within minutes. New enquiries and bookings are handled from 09:00 to 17:00 (SAST). Response times of third-party responders depend on their availability, traffic, weather and location, and are outside our control.

8. Check-ins and escalation

If your package includes check-ins, we agree check-in times with you. If you miss a check-in, we follow this escalation plan, unless you agree a different plan with us in writing:

1. We message and call you.
2. If we cannot reach you within the agreed time, we contact your emergency contacts.
3. If we still cannot confirm you are safe, we may contact your accommodation, the police or other responders, and share the information needed to find you.

You agree that we may take these steps. A missed check-in that turns out to be a false alarm is not a breach by either of us.

9. Your responsibilities

• Give us accurate travel dates, accommodation details, phone numbers and emergency contacts, and tell us about changes.
• Keep your phone charged and switched on where you can, and reply to check-ins.
• Follow reasonable safety guidance and local laws.
• Treat our team with respect. We may end a package without refund in cases of abuse, threats or misuse of the service.

10. Location sharing and consent

Location sharing is optional. You choose what to share, and you can stop sharing at any time. If you don't share your location, we may not be able to help as quickly. How we handle your information is set out in our privacy policy.

11. Travellers under 18

A package for a traveller under 18 must be bought by a parent or legal guardian, who agrees to these terms on the traveller's behalf and must be listed as an emergency contact.

12. Payment

When you book, we send you secure payment details. Your package is confirmed once payment is received. Card payments are processed by our payment provider, and we never see or store your full card details. Your statement will show United Safety Services.

13. Refunds and cancellations

See our refund and cancellation policy.

14. Liability

We provide the service with reasonable care and skill. To the extent permitted by law, including the Consumer Protection Act, we are not liable for loss, injury or damage caused by third-party responders or providers, by events outside our reasonable control, or by information you did not give us or gave us incorrectly. Our total liability to you for any claim is limited to the price you paid for the package, except where the law does not allow this limit. Nothing in these terms limits rights you have under South African law that cannot be excluded.

15. Complaints and disputes

If you're unhappy, contact us at hello@travelsafely.africa. We will acknowledge your complaint within 2 business days and try to resolve it within 14 days. If we cannot resolve it, you may approach the Consumer Goods and Services Ombud or the National Consumer Commission.

16. Changes to these terms

We may update these terms. The version on this page when you buy your package applies to that package.

17. Law

These terms are governed by the laws of the Republic of South Africa.