Terms and Conditions

1. Booking and payment

• 1.1. All bookings must be made by email or through our website, with confirmation from us.
• 1.2. To confirm a tour, a deposit of 40% of the total tour cost is required. Gorilla and chimpanzee permits must be paid 100% upfront — they are non-refundable.
• 1.3. The balance must be paid 45 days before arrival. For bookings made within 45 days of arrival, 100% payment is required immediately.
• 1.4. Payment methods: bank transfer, Pesapal, MTN Mobile Money, or cash in US dollars. All bank charges are paid by the client.

2. Cancellation policy

Cancellations must be sent to us in writing by email.

• 2.1. Non-permit tours: 45 or more days before the tour — 80% refund; 30–44 days — 50% refund; 14–29 days — 25% refund; fewer than 14 days or no-show — no refund.
• 2.2. Tours with gorilla or chimpanzee permits: gorilla permits (US$800 Uganda, US$1,500 Rwanda) and chimpanzee permits (US$250) are 100% non-refundable once purchased from UWA or RDB. Only the remaining tour amount is refundable as per 2.1.
• 2.3. A voluntary change of date by the client is treated as a cancellation.

3. What's included and excluded

• 3.1. Inclusions are only as listed on each package page. Generally: accommodation, meals as stated, park fees, transport in a 4x4, an English-speaking guide, boat cruises and water.
• 3.2. Excluded: international flights, Uganda visa (US$50), Rwanda visa (US$50), Tanzania visa (US$50), travel insurance (mandatory), tips (US$10–15 per day), alcoholic drinks, personal expenses and optional activities.

4. Price changes

• 4.1. Prices are in US dollars per person sharing. Prices may change due to increases in UWA park fees, permit prices, fuel prices or government taxes. We will inform you before final payment.

5. Accommodation and transport

• 5.1. We use mid-range lodges unless a tour is stated as luxury or budget. Lodges may be substituted with a similar standard if fully booked.
• 5.2. Transport is a private 4x4 safari van or Land Cruiser with a pop-up roof. The vehicle may be substituted in case of breakdown.

6. Gorilla and chimpanzee trekking rules

• 6.1. Trekking depends on fitness. The minimum age is 15 years for gorillas and 12 years for chimpanzees.
• 6.2. UWA may cancel trekking due to illness, security or gorilla movement. Permits are not refunded if you fail to see gorillas; where UWA refunds 50% because no gorillas were seen, we pass that refund to you.
• 6.3. If you are sick with flu or a cold, you will not be allowed to trek, and the permit is non-refundable.

7. Liability and insurance

• 7.1. We are not liable for injury, illness, loss of property, flight delays or events beyond our control (war, weather, pandemic).
• 7.2. Clients must have comprehensive travel insurance covering medical costs, evacuation and cancellation.
• 7.3. You undertake activities such as rafting, hiking and bungee jumping at your own risk, and you will sign a waiver.

8. Client responsibility

• 8.1. A valid passport (valid for at least 6 months), a yellow fever certificate and visas are your responsibility.
• 8.2. You must follow guide and ranger instructions. Disruptive behaviour may result in termination of the tour without refund.

9. Force majeure

We are not liable for failure to provide services due to force majeure, including natural disasters, government action and pandemics. We will offer an alternative date.

10. Complaints

Any complaint must be reported to your guide immediately, and to our office within 7 days of the end of the tour, so that we can resolve it.

11. Governing law

These terms are governed by the laws of the Republic of Uganda. Any dispute is to be resolved in the courts of Kampala.