Cancellation Policy

1. Introduction

At Experience Kigezi Safaris, we understand that travel plans can change unexpectedly. Illness, family emergencies, visa delays, flight disruptions, financial circumstances, and other unforeseen events may affect a planned safari.

We aim to handle cancellations, postponements, and refund requests fairly, transparently, and professionally. At the same time, safari arrangements often involve advance payments to accommodation providers, transport operators, national parks, conservation authorities, and other travel partners. Some of these payments may be non-refundable once confirmed.

This Cancellation Policy explains the conditions that apply when a traveller cancels a booking, requests a change of travel dates, fails to arrive, or experiences circumstances that prevent a safari from proceeding as planned.

It applies to safari packages, wildlife tours, gorilla and chimpanzee trekking, cultural experiences, beach holidays, mountain adventures, accommodation arrangements, transport services, and multi-country African itineraries booked through Experience Kigezi Safaris.

By confirming a booking with Experience Kigezi Safaris, you agree to the cancellation terms communicated in your quotation, invoice, booking confirmation, and applicable supplier conditions. Where the terms differ, we will clarify the applicable provisions before confirmation wherever reasonably possible.

2. Scope of This Policy

This policy applies to bookings arranged directly through Experience Kigezi Safaris, subject to the terms of the specific booking and the laws that apply.

It may cover:

Private and group safari packages.
Uganda and Rwanda gorilla trekking safaris.
Chimpanzee tracking and other primate experiences.
Wildlife safaris in Kenya and Tanzania.
Zanzibar beach holidays and combined safari packages.
Accommodation, airport transfers, and private transport.
Domestic flights, scheduled flights, and charter flights arranged through us.
National park activities, cultural visits, and other pre-booked experiences.
Multi-country African tours involving several service providers.

Some components may have separate cancellation terms. These can include gorilla trekking permits, chimpanzee permits, domestic flights, charter flights, special accommodation rates, event tickets, and other restricted or advance-purchased services.

Where a particular component has a different cancellation condition, we will communicate that condition as part of the quotation or booking documentation, where reasonably practicable.

3. When a Booking Is Considered Confirmed

A booking is considered confirmed when Experience Kigezi Safaris has accepted the reservation and issued written confirmation, subject to any stated payment or availability conditions.

Depending on the arrangement, confirmation may require:

Acceptance of the proposed itinerary and quotation.
Payment of the required deposit or full amount.
Submission of necessary traveller information.
Availability confirmation from relevant service providers.
Confirmation of required permits or other restricted activities.

A quotation or provisional itinerary does not necessarily guarantee availability. Certain reservations remain subject to confirmation until the required payment or permit arrangements have been completed.

Clients should review their booking confirmation carefully and contact us promptly if any information is incorrect.

4. How to Cancel a Booking

All cancellation requests must be submitted in writing to Experience Kigezi Safaris by email or another written communication channel we have approved for booking management.

Please include:

The lead traveller’s full name.
Booking reference, if available.
Scheduled arrival and departure dates.
The destination or safari package booked.
The names of travellers affected by the cancellation.
The reason for cancellation, if you wish to provide it.

You can send cancellation requests to info@terengasafaris.com or terengasafaris@gmail.com.

We will acknowledge your request and explain the applicable cancellation charges and refund process.

For the purpose of calculating cancellation charges, the cancellation date will generally be the date Experience Kigezi Safaris receives the written request. If the request arrives outside normal business hours, we may confirm the applicable date in writing.

A cancellation is not considered final until we acknowledge it in writing. However, the effective cancellation date will be determined under the terms above and any applicable legal requirements.

Telephone calls or verbal messages alone may not provide sufficient evidence of a cancellation request.

5. Client Cancellation Charges

If you cancel a confirmed safari, cancellation charges may apply according to the time remaining before the scheduled departure date.

The following is a proposed standard cancellation schedule for bookings where no separate supplier conditions apply. It must be confirmed by Experience Kigezi Safaris before publication.

Time before departure when cancellation is received	Proposed cancellation charge
More than 60 days	Deposit retained, plus any additional non-refundable costs already incurred
31–60 days	30% of the total booking price
15–30 days	60% of the total booking price
0–14 days	Up to 100% of the total booking price

These percentages are proposed commercial terms, not a statement of Experience Kigezi Safaris‘ existing contractual policy. The final schedule should be reviewed against supplier agreements and applicable law.

Where the applicable cancellation charge is less than the amount already paid, the eligible balance may be refunded. Where non-refundable supplier costs exceed the standard percentage, the actual charge may reflect those documented costs if the booking terms clearly allow this and applicable law permits it.

We will explain the calculation and any relevant non-refundable expenses when responding to a cancellation request.

6. Non-Refundable Costs and Advance Payments

Some travel services require advance payments that cannot be recovered after cancellation. Examples may include:

Gorilla and chimpanzee trekking permits.
National park permits or activity fees with restrictive refund conditions.
Domestic and international flights, depending on the fare rules.
Charter flights and specialised transfers.
Accommodation deposits and non-refundable room rates.
Private vehicles, specialist guides, or exclusive services booked in advance.
Third-party booking, administration, or payment processing charges that cannot be recovered.

Where such expenses have already been paid or are contractually payable, they may be deducted from a refund if the booking terms allow this and the deduction complies with applicable law.

Experience Kigezi Safaris will endeavour to identify these expenses clearly in the quotation or booking documentation. We will not describe an amount as non-refundable merely because a booking has been cancelled; the relevant supplier terms and applicable legal requirements must be considered.

7. Gorilla and Chimpanzee Trekking Permit Cancellations

Gorilla and chimpanzee trekking permits are often subject to specific rules set by the responsible wildlife or conservation authorities.

Permit availability can be limited, and permits may require advance purchase using traveller information. Refunds, transfers, changes of date, or name amendments depend on the relevant authority’s rules and the particular permit conditions.

If you cancel a safari that includes gorilla or chimpanzee trekking:

We will check the applicable permit conditions.
We will explain whether the permit payment is refundable, transferable, or subject to an amendment fee.
Any recoverable amount will be handled according to the authority’s rules and the applicable booking terms.
Any non-refundable permit cost may be deducted from the eligible refund where contractually permitted and lawful.

A permit should not be assumed refundable or transferable unless the responsible authority confirms this.

Clients should provide accurate traveller details and notify us immediately if a participant’s name, passport information, or travel dates change.

8. Cancellation of Flights and Air Transfers

Flights may have separate conditions depending on the airline, fare type, route, ticket class, and timing of cancellation.

Some tickets permit changes or partial refunds, while others may be non-refundable. Airline taxes, administrative charges, and unused ticket value are subject to the relevant fare rules.

Where Experience Kigezi Safaris arranges a flight on your behalf, we will review the applicable airline or ticketing conditions and explain the available options.

Any refund for an airline ticket will depend on the airline or ticket provider’s decision and the terms of the ticket purchased. We cannot guarantee a refund that the airline or provider does not permit.

If a flight disruption affects your safari, please contact us as soon as possible. We will discuss reasonable alternatives, subject to availability and any additional costs.

9. Accommodation Cancellation

Hotels, lodges, tented camps, resorts, and guesthouses may apply different cancellation conditions.

The terms may depend on the property, season, room category, rate type, length of stay, and date of cancellation. Some accommodation bookings permit free cancellation within a stated period, while others require non-refundable advance payment.

If you cancel accommodation included in your safari:

We will check the relevant property’s cancellation rules.
We will identify any recoverable payment or applicable cancellation charge.
We will advise whether alternative dates or room arrangements are available.
We will explain any additional charges for changing or replacing the reservation.

Any refund will depend on the actual booking conditions and amounts recovered from the provider, subject to applicable law.

10. Cancellation of Part of a Safari

Clients may sometimes wish to cancel only part of an itinerary rather than the entire trip.

Examples include removing a destination, reducing the number of safari days, cancelling a trekking activity, or shortening an accommodation stay.

Such requests are treated as itinerary amendments or partial cancellations. Charges may apply because transport, accommodation, permits, and activities may already have been arranged or paid for.

The revised package price will depend on:

The services removed.
Any recoverable supplier payments.
Non-refundable expenses already incurred.
Additional charges required to reorganise the itinerary.
Any applicable amendment fees.

Removing one activity does not automatically entitle a client to a refund equal to the advertised value of that activity. We will calculate any eligible adjustment using the confirmed booking terms and recoverable costs.

11. Cancellation of Group Bookings

Group bookings may involve shared vehicles, reserved accommodation blocks, guides, permits, and other arrangements based on a minimum number of participants.

If one or more group members cancel, the cost per remaining traveller may increase because shared expenses are spread across fewer participants.

In such cases:

The cancelling traveller’s cancellation terms will apply.
Non-refundable expenses associated with that traveller may remain payable.
The remaining participants may need to cover a revised per-person price.
The itinerary or accommodation arrangements may need to change.
The lead traveller should inform Experience Kigezi Safaris as soon as a group member withdraws.

Where practical, we will explain the financial effect before confirming revised arrangements.

For large groups, private tours, special-interest groups, or bookings with exclusive-use accommodation, separate cancellation terms may apply. These should be provided in writing before the booking is confirmed.

12. Changes to Travel Dates or Itineraries

A client may request a change of departure date, destination, accommodation, activity, or traveller details instead of cancelling the entire booking.

Experience Kigezi Safaris will assess each request based on availability, supplier rules, permit conditions, and the time remaining before departure.

Changes may result in:

Amendment or administration fees.
New permit or booking charges.
Higher accommodation or transport rates.
Additional costs caused by seasonal price changes.
Loss of payments attached to the original reservation.
Changes to the itinerary or services provided.

We will explain the likely costs before proceeding wherever reasonably possible.

A date change is not guaranteed. If the requested alternative is unavailable or the original booking cannot be amended, the cancellation conditions may apply.

13. Cancellation by Experience Kigezi Safaris

In exceptional circumstances, Experience Kigezi Safaris may need to cancel a booking or a particular service.

Possible reasons include:

A critical service provider becoming unavailable.
A serious operational or safety concern.
A destination or activity becoming inaccessible.
A required permit or reservation not being obtainable.
A major disruption affecting the delivery of the itinerary.
Other circumstances beyond our reasonable control.

Where we must cancel a booking, we will notify the affected client as soon as reasonably possible and explain the reason.

Depending on the circumstances and applicable law, we may offer one or more of the following options:

An alternative itinerary of comparable value, subject to availability.
Rescheduling to a mutually agreed date.
A credit toward a future trip, if acceptable to the client.
A refund of amounts recoverable or refundable under the applicable booking terms and law.

We will clarify the treatment of supplier payments and any services already delivered. Nothing in this policy is intended to remove a refund or other right that the client has under applicable law.

14. Changes to Itineraries During a Safari

African safaris take place in natural environments where weather, wildlife movements, road conditions, park regulations, and operational circumstances can change.

Experience Kigezi Safaris may need to adjust an itinerary when reasonably necessary to protect traveller safety, comply with official instructions, or respond to circumstances beyond our control.

Possible changes include adjustments to departure times, routes, activities, accommodation, or the order of destinations.

Where possible, we will discuss significant changes with the client and explain any material effect on the trip.

A change does not automatically entitle a client to a refund. However, if a paid service cannot be provided, any refund, alternative service, or compensation will be assessed under the booking terms and applicable law.

15. No-Shows and Late Arrivals

A no-show occurs when a traveller fails to arrive at the agreed meeting point or does not begin the booked service without providing timely notice.

Examples include missing a scheduled airport pickup, failing to arrive for a confirmed transfer, or not attending a pre-booked activity.

If a traveller does not arrive on time:

We will make reasonable efforts to contact the traveller using the details provided.
We may need to proceed with the itinerary or service schedule.
Additional waiting, transport, accommodation, or rebooking charges may apply.
Missed activities may be treated as unused services, subject to the applicable terms.

Failure to arrive without sufficient notice may result in the loss of all or part of the booking payment where the relevant terms permit it.

If you anticipate a delay, flight change, or missed connection, please contact us as soon as possible so we can assess available alternatives.

16. Early Departure or Unused Services

If a client chooses to leave a safari early, skip an activity, shorten a stay, or decline a service after the trip has begun, the unused portion will not automatically qualify for a refund.

This is because accommodation, permits, transport, guides, and other services may already have been paid for or reserved.

We will review any request for an adjustment according to the relevant supplier conditions, the confirmed booking terms, and applicable law.

If a service was not provided because of a failure for which Experience Kigezi Safaris is responsible, the matter will be assessed separately and handled in accordance with the applicable contract and legal requirements.

17. Force Majeure and Exceptional Circumstances

Force majeure refers to exceptional events beyond the reasonable control of the affected party that prevent or seriously disrupt the performance of travel arrangements.

Examples may include:

Severe weather, floods, wildfires, or other natural disasters.
War, terrorism, civil unrest, or serious security threats.
Government restrictions, border closures, or official travel bans.
Epidemics, pandemics, or public health emergencies.
Major transport disruptions or airport closures.
Official suspension of access to a national park or protected area.
Other events that could not reasonably be prevented or overcome.

If such an event affects a booking, Experience Kigezi Safaris will communicate with the client and assess practical options. These may include rescheduling, modifying the itinerary, seeking supplier credits, or arranging refunds where available.

The financial outcome will depend on the circumstances, the applicable booking terms, supplier recovery options, and relevant law.

Force majeure does not automatically mean that all payments are non-refundable. We will consider the circumstances and explain the basis for any amount retained or refunded.

Clients are encouraged to purchase suitable travel insurance that covers relevant cancellation and interruption risks.

18. Refund Procedures and Processing Times

Where a refund is approved, Experience Kigezi Safaris will explain the amount, the calculation, and any applicable deductions.

Refunds will generally be returned through the original payment method where practical and legally permissible. If that method is unavailable, we may agree on a suitable alternative with the client.

The processing time depends on several factors, including:

The time required to reconcile the booking account.
Refund approval by accommodation or activity providers.
Airline or payment provider processing times.
Currency conversion and bank processing.
Any required verification or compliance checks.

We aim to process eligible refunds as promptly as reasonably possible. Where a refund depends on a third-party provider, the final processing time may be outside our direct control.

Any administrative or transaction charges deducted from a refund must be supported by the applicable booking terms and comply with relevant law.

Refunds will be calculated in accordance with the original payment terms and any applicable currency arrangements. Currency conversion differences or bank charges may affect the final amount received.

19. Travel Insurance

Experience Kigezi Safari strongly recommends that all travellers obtain comprehensive travel insurance before departure.

Your insurance should be appropriate for the destinations, activities, and risks associated with your itinerary. Depending on your circumstances, coverage may include:

Trip cancellation and interruption.
Medical expenses and emergency evacuation.
Missed connections and travel delays.
Lost, stolen, or damaged baggage.
Personal liability.
Activities such as gorilla trekking, chimpanzee tracking, hiking, or other planned adventures, where available under the policy.

Please read the insurance terms carefully to confirm that the policy covers your planned activities and circumstances.

Experience Kigezi Safari is not an insurer and cannot guarantee that an insurance claim will be accepted. Claims are assessed by the insurance provider under the policy purchased.

Clients should contact their insurer directly for guidance about coverage, supporting documents, and claim deadlines.

20. Visa, Passport, and Entry Requirements

Travellers are responsible for ensuring that they have valid passports, visas, permits, vaccinations, and other documents required for their journey.

Experience Kigezi Safari may provide general travel guidance or assist with arrangements where agreed. However, entry decisions remain with the relevant immigration and border authorities.

If a client cannot travel because of missing or invalid documents, denied entry, or failure to meet an entry requirement, the applicable cancellation conditions may apply.

We will review the circumstances and relevant supplier terms before determining whether any refund or alternative arrangement is available.

Clients should verify entry requirements well in advance and seek advice from the relevant official authorities where necessary.

21. Health-Related Cancellations

Illness, injury, medical advice, or a change in fitness may prevent a traveller from participating in a safari or a particular activity.

If you need to cancel for health-related reasons, please notify Experience Kigezi Safari as soon as possible.

We may review options such as changing travel dates, replacing an activity, adjusting the itinerary, or cancelling the affected services. The availability of these options depends on supplier conditions and the nature of the booking.

Medical certificates or other supporting documents may be requested where reasonably necessary and lawful. Sensitive medical information will be handled in accordance with our Privacy Policy and applicable law.

Eligible refunds will depend on the applicable cancellation terms and any recoverable supplier payments. Travellers should contact their insurer promptly if they intend to make a claim.

22. Complaints and Disputes About Cancellation Charges

If you believe a cancellation charge or refund calculation is incorrect, please contact Experience Kigezi Safari in writing.

Include your booking reference, the amount in dispute, and an explanation of your concern. Where relevant, attach receipts, correspondence, or other supporting documents.

We will review the booking records, the cancellation date, the agreed terms, and the relevant supplier conditions.

Our aim is to resolve concerns fairly and communicate the outcome clearly. If a dispute cannot be resolved directly, the parties may use any complaint, mediation, or dispute-resolution process available under the applicable contract and law.

Nothing in this policy limits any statutory rights available to a client.

23. Privacy and Cancellation Records

When you submit a cancellation request, Experience Kigezi Safari may retain relevant information to process the request, calculate any refund, communicate with suppliers, maintain financial records, and resolve disputes.

We handle this information in accordance with our Privacy Policy and applicable data protection laws.

We will limit access to cancellation records to authorised personnel and service providers who reasonably need the information for the relevant purpose.

24. Policy Amendments

Experience Kigezi Safari may update this Cancellation Policy when our services, supplier arrangements, operational procedures, or legal requirements change.

The version applicable to a particular booking will generally be the version incorporated into or communicated with that booking, subject to applicable law and any agreed amendments.

We will communicate material changes where required. We will not rely on a later website update to remove rights that a client already holds under an existing contract or applicable law.

Clients should retain their quotation, invoice, booking confirmation, and any written amendments because these documents help establish the agreed terms for their trip.

25. Contact Experience Kigezi Safari

For cancellation requests, refund enquiries, booking amendments, or questions about this policy, please contact us using the details below.

Experience Kigezi Safari

Website: www.experiencekigezisafaris.com
Email: trips@experiencekigezisafaris.com
Booking Email: experiencekigezisafaris@gmail.com
Telephone/WhatsApp:+256701126050

Please include your booking reference and scheduled travel dates when contacting us about an existing reservation.

We will review your request and explain the applicable terms, available options, and next steps.

26. Our Commitment to Fair and Transparent Service

At Experience Kigezi Safari, we understand that a safari is an important investment of time, money, and personal expectations. We recognise that circumstances can change, even when travellers have planned carefully.

Our goal is to handle cancellations with fairness, transparency, and respect while accounting for the commitments already made to our travel partners.

We encourage every traveller to review the quotation, payment terms, cancellation conditions, permit rules, and insurance arrangements before confirming a booking.

Thank you for choosing Experience Kigezi Safari.