How to create my Traveller account?

If you do not already have a Sama Africa account, go to www.samaafrica.com, then click on Register. Register yourself using your email address. 

You will receive an email with a link to activate your account.

 

How to create my Local partner account?

If you do not already have a Sama Africa account, go to www.samaafrica.com, click on “Local partner” then on “Sign up” in order to fill the registration form.

 

How do I activate my Local partner account?

When you log into your Sama Africa account, you can add your activities offers. However, while your account has the status “Inactive” then these activities will not be visible to travelers.

Your account may be "Inactive" for the following two reasons:

Reason 1: You must submit your KYC documents for validation. For this, please log in to your Sama Africa account then in the “Your KYC documents” section of the “Account” module click “Modify” button and download the requested documents.

Reason 2: The Sama Africa team has deactivated your account. To activate your account please contact the Sama Africa team via the online form.

 

How to edit my profile?

You can modify your profile anytime. Log in your account then in the "Account" tab click on Modify to update your account settings.

 

How do I deactivate or delete my account?

You must contact the Sama Africa team via the online form to request the deactivation or permanent deletion of your account. A confirmation email will be sent to you.

When your Local partner account is deactivated or deleted your activities will no longer be visible for travellers but the bookings in progress will remain effective and must be honoured.

When your Traveller account is deactivated or deleted you will no longer be able to book a new activity but the bookings in progress will remain effective and must be honoured.

 

How can I reset my password?

If you have forgotten your password or if you have trouble logging into your Sama Africa account:

-       Click on the link "Forgot your password?"

-       Enter the email address you use for Sama Africa, then click "Send". You will receive an email with a link to reset your password.

How do I add an activity?

To add an activity, you must log into your Sama Africa account then:

-       Go to the "Activity" tab

-       Click on "Add" and follow the steps to add the activity.

 

How to modify an activity?

To modify an activity, you must log into your Sama Africa account, then:

-       Go to the "Activity" tab

-       In the "Proposed activities" section, click on the button "Modify" relating with the activity you want to modify.

-       Scroll down to the section you want to edit, then click Edit and update the information.

The changes will only apply to new bookings.

 

How do I deactivate or delete an activity?

If you no more want to receive new reservation requests, you can deactivate your activity. The activity deactivated will no longer appear in travellers search results.

You can also permanently delete an activity if no upcoming reservation is associated with this activity.

To deactivate or delete your activity, you must log into your Sama Africa account, then:

-       Go to the "Activity" tab

-       In the "Proposed activities" section, click on the "Deactivate" or "Delete" button associated with the activity that you want deactivate or delete.

How to make a reservation on Sama Africa?

To book an activity, you will proceed as follows:

-       Search an activity that matches your preferences by using at least the country, the dates of the activity and the number of participants. You can precise your search using filters.

-       When you have found the activity to book, click on “I book” then log into your Sama Africa account or register if you do not have an account yet.

-       In the payment step, please click on "I pay" to enter your payment details and finalize the reservation.

 

How to evaluate my reservation?

After the activity takes place, the traveller has 30 days to give a rate and a comment.

To evaluate your experience, log into your Sama Africa account, then:

-       Go to the "Reviews" tab

-       Click on “Rate” for rating and write your comment.

Comments are limited to 1000 words, must be honest and provide useful information for future travellers. For example, you can give your opinion on your interactions with the Local partner, on what made your experience pleasant or not, etc.

 

How can I find my previous comments?

To read your old comments, go to the "Reviews" tab of your Sama Africa account and click on "Details".

 

Can I modify my comment?

No. To preserve your impartiality, you cannot change your comments. However, you can reply or report a comment.

 

As a Local partner can I evaluate a reservation?

No. Only travellers can rate their experiences. However, you can reply to a comment or report it.

 

How do I respond to a comment?

You should proceed as follows to respond to a comment:

-       Log into your Sama Africa account

-       In the "Review" tab, locate the reservation that has been commented on and click on “Details”. All comments are displayed.

-       Identify the comment to which you want to reply and click on "Reply" to enter your comment.

 

Can I delete a comment with which I do not agree?

No. Comments are only deleted by Sama Africa if they violate our terms of use or if we have evidence that they are not honest.

You can however report a comment and request it deletion via the online form in order that Sama Africa team decide if the comment should be deleted. 

 

How to report a comment?

You should proceed as follows to report a comment:

-       Log into your Sama Africa account

-       In the "Reviews" tab, locate the reservation that has been commented on and click on “Details”. All comments are displayed.

-       Identify the comment you want to report and click on "Report".

When am I debited for my reservation?

Sama Africa manage only instant bookings. So, you will be debited as soon as your reservation is confirmed.

However, the Local partner is paid only when the activity has been done.

 

As a Local partner, when do I get paid?

Your payments are made each wesnesday for the activities completed in the past week. 

Otherwise, an advance payment may be transferred to the Guides who request it. This advance payment cannot exceed 30% of the reservation amount and is calculated based on the reservation cancellation conditions defined by the Guide:

-        If the cancellation isn’t free, then the advance payment request is receivable from 30 days before the beginning of the activity

-        If the cancellation is free up to 1 day before the beginning of the activity, then the advance payment request isn’t receivable

-        If the cancellation is free up to 7 days before the beginning of the activity, then the advance payment request is receivable from 7 days before the begining of the activity

-        If the cancellation is free up to 14 days before the beginning of the activity, then the advance payment request is receivable from 14 days before the begining of the activity

-        If the cancellation is free up to 30 days before the beginning of the activity, then the advance payment request is receivable from 30 days before the begining of the activity

It should be noted that the cost of transferring the Financial Consideration is in the charge by the Guide. 

 

What payment methods are accepted on Sama Africa?

We accept different payment methods depending on your country. Thus, in addition to the main credit cards (Visa, MasterCard, etc.), other payment options may be available (PayPal, mobile payment, etc.).

How the price of my reservation is calculated?

For each activity and options, the price per person are defined by the Local partner.

The price of a reservation is calculated based the price per person of the activity, to which is added the price of the options if they are chosen and Sama Africa commission.

 

What does the price of the reservation include?

The Local partner decides what will be covered by his offer. The cost of the activity can include some equipment, meals, free cancellation, etc.

You have to read carefully the description of the activities to find out exactly what the price includes. Once you have made your reservation, you will also find this information in your confirmation email and in your account.

 

Are taxes included in the price of the reservation?

YES. All taxes due for the duration of the activity are included in the price displayed.

 

Do you offer special prices for children?

YES, on some activities. Also, note that some activities are not suitable for children.

May I cancel my reservation?

YES. Cancellation fees can be applied. They are fixed by the Local partner and indicated in the terms of cancellation of your reservation.

If your reservation includes free cancellation then you will not have to pay the cancellation fees. But, if your reservation is not refundable or if the free cancellation period has expired, you will have to pay the cancellation fee.

 

How do I know if my reservation has been cancelled?

When your reservation is cancelled, its status changes to "Cancelled" and you receive an email confirming the cancellation. Check your emails and check your spams if necessary.

Within 15 days of cancellation, you will be refunded the price of the reservation less any cancellation fees.

 

What if I have to cancel my reservation due to an emergency or unexpected situation?

An exceptional free cancellation request may be accepted in case of an emergency or unexpected situation such as illness or injury, death, disruption to transport, storm, pandemic, etc. In these cases, do not cancel the reservation but submit your request to the company Sama Africa using the online form.

What if I don't feel safe during an activity?

If you find yourself in an emergency or danger situation during the activity, contact your local police or emergency services immediately.

If you need assistance from Sama Africa for a security question, contact our team using the online form.

 

What happens if I get injured during an activity?

You are under the responsibility of the Local partner. If you are injured or need a medical assistance during an activity, the Local partner must contact the local emergency services.

Once you are safe and all immediate danger is over, please report the incident to us using the online form.

 

The process of identity control 

We are extremely sensitive to traveler security so we work exclusively with licensed professional Local partners. Indeed, when creating their accounts, a certain number of information (including the License number) is collected to help maintain the security of the Sama Africa platform and to fight against fraud, and more.

Like a Local partner, how do I block or release dates in my calendar?

To make dates available or to block them, you must log into your Sama Africa account, then:

-       Go to the "Calendar" tab

-       Identify the activity for which you want to update the calendar and click on “See details” then on “Modify your calendar”.

-       Select the dates that you want to modify and click on “Open” or “Close”. You can also modify the pick-up time or the slot time.