This policy explains how cancellations and refunds are handled for safari, gorilla trekking, hiking, cultural, wildlife, and custom travel packages booked with Tvent Rwenzori Safaris.
Cancellations must be submitted in writing and are only valid once received and confirmed by our team.
1. General Cancellation Rules
- Cancellations must be made in writing by email or another written channel agreed with our reservations team.
- Cancellation fees apply based on the number of days between the date we receive the written cancellation and the scheduled departure date.
- Supplier rules may apply in addition to this policy, especially for gorilla permits, chimpanzee permits, domestic or regional flights, special accommodation deposits, and activities with strict booking deadlines.
- Refunds, where applicable, are calculated after deducting cancellation fees, bank charges, transfer charges, card fees, exchange-rate losses, and any non-refundable supplier costs.
2. Trips Without Gorilla Permits or Airline Tickets With Strict Deadlines
The following cancellation fees apply to trips that do not include gorilla permits or non-refundable airline tickets.
| Cancellation Time Before Departure | Cancellation Fee | Refund Position |
|---|---|---|
| Up to 28 days before departure | 70% of total travel cost | 30% may be refundable after applicable deductions. |
| 27 to 14 days before departure | 80% of total travel cost | 20% may be refundable after applicable deductions. |
| 13 to 7 days before departure | 90% of total travel cost | 10% may be refundable after applicable deductions. |
| Within 7 days of departure | 100% of total travel cost | No refund. |
3. Trips With Gorilla Permits and/or Non-refundable Airline Tickets
Gorilla permits and some flight tickets are non-refundable once issued. Where a trip includes these items, the permit and flight costs are retained in full, and the cancellation fee below applies to the land arrangement portion of the trip.
| Cancellation Time Before Departure | Cancellation Fee | Refund Position |
|---|---|---|
| Up to 28 days before departure | 70% of land arrangement + 100% of gorilla permit/flight cost | Any refundable balance applies only to the land arrangement portion after deductions. |
| 27 to 14 days before departure | 80% of land arrangement + 100% of gorilla permit/flight cost | Any refundable balance applies only to the land arrangement portion after deductions. |
| 13 to 7 days before departure | 90% of land arrangement + 100% of gorilla permit/flight cost | Any refundable balance applies only to the land arrangement portion after deductions. |
| Within 7 days of departure | 100% of total travel cost | No refund. |
4. No Refunds Are Provided For
- Unused services once the safari or trip has started.
- Late arrivals that cause a traveler to miss transfers, activities, permits, accommodation, meals, or any other booked service.
- No-shows on the confirmed departure date or activity date.
- Services missed because a traveler does not have valid travel documents, visas, permits, vaccination documents, travel insurance, or other required paperwork.
- Voluntary changes, early departures, or skipped activities requested by the traveler during the trip, unless a supplier agrees to refund the unused portion.
5. Changes, Postponements, and Supplier Costs
Where possible, Tvent Rwenzori Safaris may help travelers postpone or amend a trip instead of cancelling. Any postponement or change is subject to supplier availability, permit rules, lodge policies, transport availability, flight rules, and any additional costs charged by suppliers.
If a supplier, park authority, airline, lodge, or activity provider treats an item as non-refundable, that cost cannot be refunded by Tvent Rwenzori Safaris.
6. Refund Processing
Approved refunds are processed using the original payment method or another agreed method. Processing timelines depend on banks, payment processors, and suppliers. Any bank charges, transfer fees, card fees, or currency conversion losses are the responsibility of the traveler unless otherwise required by law.
7. How to Submit a Cancellation
To cancel a booking, send a written request to Tvent Rwenzori Safaris with your full name, booking reference, travel dates, and reason for cancellation. The cancellation date is the date on which our team receives the written request.
