Terms & Conditions, Booking Policies and Rules & Regulations

Welcome to Turaco Safaris.

Thank you for choosing us for your African safari and wildlife experiences. We are committed to providing safe, enjoyable, responsible and memorable travel experiences in Rwanda and Uganda.

These Terms & Conditions explain the responsibilities of our company and our clients when booking tours, safaris, gorilla trekking, chimpanzee trekking, national park visits, accommodation and other travel services.

By making a booking or paying for any of our services, you acknowledge that you have read, understood and agreed to these terms.

1. Booking Policy

1. All tour bookings must be made through our official website, email, telephone, WhatsApp or other authorized booking channels.
2. A booking is considered confirmed only after we have received the required payment and issued written confirmation.
3. Clients must provide accurate personal information, including full names, nationality, passport details where required, contact information and travel dates.
4. For gorilla and chimpanzee trekking, correct passport details are essential because wildlife permits are issued according to the requirements of the relevant authorities.
5. Clients booking gorilla trekking, chimpanzee trekking and multi-day tours are encouraged to make their payments as early as possible to allow us sufficient time to secure the necessary permits, accommodation and other arrangements. Early payment is particularly important because permit availability and accommodation spaces are limited.
6. For last-minute gorilla and chimpanzee trekking bookings, confirmation will only be provided after we have checked and confirmed the availability of the required trekking permits. Clients must contact us through our official email or WhatsApp before making payment for such bookings.
7. A quotation does not guarantee availability until the booking has been confirmed and the required payment has been received.

2. Payment Policy

1. A deposit of 30% of the total tour price is generally required to confirm a booking. However, last-minute bookings may also be possible, subject to availability. Clients interested in making a last-minute booking must first contact us through the email address or WhatsApp number provided on our website so that we can confirm the availability of the required services before accepting the booking.
2. For gorilla and chimpanzee trekking permits, the full permit cost may be required in advance to secure the permit, depending on the requirements of the relevant wildlife authority.
3. The full payment for all tours must be completed at least 14 days (two weeks) before the scheduled departure date.
4. For bookings made within 14 days of departure, clients must contact us first to confirm availability before we accept the booking. Such bookings will be confirmed only after the availability of the necessary permits, accommodation, transportation and other required services has been verified.
5. Accepted payment methods will be communicated to clients during the booking process.
6. Bank transfer fees, payment processing charges and currency conversion fees must be paid by the client where applicable and communicated before payment.
7. Failure to complete payment within the agreed deadline may result in the booking being suspended or cancelled after reasonable notice.

3. Cancellation and Refund Policy

We understand that travel plans can change. Our cancellation policy aims to be fair to clients while protecting costs already committed to permits, accommodation, transportation and other suppliers.

All cancellation requests must be submitted in writing through our official email or WhatsApp.

Cancellation Charges

Unless a different cancellation arrangement is specified in the booking confirmation, the following cancellation charges apply to the tour service price:

• More than 60 days before departure: 10%.
• 30–60 days before departure: 25%.
• 15–29 days before departure: 50%.
• 0–14 days before departure: 80%.
• No-show or cancellation after the tour has started: 100% of the affected service price.

These cancellation charges apply to the tour services organized by our company. Non-refundable expenses, including wildlife permits, accommodation deposits and other third-party costs already committed, may be deducted separately where they are not covered by the cancellation charge.

The total amount retained will not exceed the amount paid by the client for the affected booking.

Wildlife Permits

Gorilla and chimpanzee trekking permits are subject to the cancellation, refund and rescheduling policies of the relevant wildlife authorities.

Where permits are non-refundable or subject to cancellation charges, those costs will be deducted from any eligible refund. We will communicate the applicable permit conditions before purchase.

Accommodation

Accommodation bookings are subject to the cancellation policies of the respective hotels, lodges and camps.

Where accommodation costs are non-refundable, the amount already committed to the accommodation provider may be deducted from the client's refund, provided the amount has not already been accounted for in the cancellation charge.

Refund Processing

1. Eligible refunds will be calculated after deducting applicable cancellation charges and non-refundable expenses.
2. Refunds will normally be processed within 14–30 business days after the refund amount has been approved.
3. Any bank or payment processing charges incurred during a refund may be deducted where applicable.
4. Refunds will normally be returned through the original payment method.
5. Clients will receive a written explanation of any deductions.

4. Changes and Rescheduling Policy

1. Clients who wish to change their travel dates must submit a written request as early as possible.
2. Changes are subject to availability and approval by relevant suppliers.
3. Any additional costs resulting from changes to accommodation, transportation, permits, park fees or other services will be communicated to the client before confirmation.
4. Date changes for gorilla and chimpanzee permits depend on the relevant wildlife authority's rules and approval.
5. We will make reasonable efforts to accommodate changes but cannot guarantee that all requested changes will be possible.

5. Changes or Cancellations by Our Company

We reserve the right to make reasonable changes to a tour when necessary due to circumstances beyond our control, including:

• Severe weather conditions.
• Road closures or unsafe road conditions.
• Government restrictions or park regulations.
• Wildlife authority decisions.
• Security concerns.
• Natural disasters.
• Operational or supplier-related disruptions.

Where a change is necessary, we will inform clients as soon as reasonably possible and seek to provide an alternative of comparable quality.

If we cancel a tour and cannot provide a suitable alternative, clients will receive a refund for the affected services that have been paid for and are recoverable, subject to applicable supplier and permit refund conditions.

We will not retain payment for services that have not been provided unless the amount is legitimately payable to a third-party supplier under the agreed booking conditions.

6. Gorilla and Chimpanzee Trekking Policy

Gorilla and chimpanzee trekking are wildlife activities conducted under the regulations of the relevant national parks and wildlife authorities in Rwanda and Uganda.

All participants must:

1. Follow the instructions of park rangers, guides and authorized personnel.
2. Respect wildlife and maintain the required safe distance from animals.
3. Avoid touching, feeding, chasing or disturbing wildlife.
4. Avoid loud noises and unnecessary movements during wildlife encounters.
5. Never leave litter in the forest or protected areas.
6. Avoid participating in trekking when experiencing symptoms of an infectious illness.
7. Respect photography restrictions, including the prohibition of flash photography where applicable.
8. Follow all minimum age requirements established by the relevant wildlife authorities.
9. Provide accurate passport information when purchasing permits.
10. Respect the environment and local communities.

Wildlife sightings cannot be guaranteed because animals move freely in their natural habitats.

If gorillas or chimpanzees are not located during a trek, refunds are governed by the relevant wildlife authority's rules.

7. Akagera National Park and Other Park Visits

Clients visiting Akagera National Park and other protected areas must comply with the rules established by park management.

Clients must:

• Follow the instructions of park rangers and guides.
• Remain in authorized areas and designated routes.
• Avoid feeding or disturbing wildlife.
• Remain inside the safari vehicle unless authorized to exit.
• Avoid littering.
• Respect park opening and closing hours.
• Follow speed limits and other driving regulations within protected areas.

Park entrance fees, activities and other park services are subject to the relevant park management's payment, cancellation and refund policies.

8. Accommodation Policy

For multi-day tour packages that include accommodation, we generally arrange comfortable mid-range accommodation, unless a different category or standard has been specifically agreed upon in the tour quotation.

Accommodation and room arrangements are generally organized according to the number of clients travelling together, as follows:

Room Allocation Guidelines

• 2 people: One double or twin room.
• 3 people: One double or twin room for two people and one single room for the third person.
• 4 people: Two double or twin rooms.
• 5 people: Two double or twin rooms and one single room for the fifth person.
• 6 people: Three double or twin rooms.

A double room accommodates two people in one large bed, while a twin room accommodates two people in separate beds. Room arrangements are subject to availability at the selected accommodation facility.

Families Travelling with Babies or Young Children

For families travelling with parents and a small baby, we may arrange one double room for the parents and baby, depending on the hotel's room capacity and accommodation policy.

However, any additional charges relating to the baby, including baby cots, extra beds, meals or other services, will be the responsibility of the parents. These charges will be determined according to the accommodation provider's applicable policies.

Additional Accommodation Conditions

1. The accommodation category, location and meal arrangements will be stated in the tour quotation.
2. Our standard packages generally include mid-range accommodation unless otherwise specified.
3. Clients requesting single rooms for personal preference may be required to pay an additional single-room supplement.
4. Special requests, including private rooms, room-sharing preferences, dietary requirements and additional beds, should be communicated at the time of booking.
5. Check-in and check-out times are determined by the accommodation provider.
6. Clients are responsible for personal expenses, including minibar charges, laundry, telephone calls and other services not included in the tour package.
7. Any damage caused to accommodation property by a client may be charged directly to that client.
8. If a confirmed accommodation facility becomes unavailable, we will make reasonable efforts to arrange alternative accommodation of a similar standard.

Our aim is to provide comfortable accommodation while ensuring that room arrangements are fair, practical and appropriate for the size and composition of each travelling group.

9. Transportation and Tour Participation

1. Clients must follow the driver's and tour guide's safety instructions.
2. Clients must wear seat belts where provided.
3. Clients should arrive at the agreed pickup location on time.
4. Delays caused by clients may affect the tour schedule.
5. Clients must inform us in advance about mobility requirements or special transportation needs.
6. Clients are responsible for their personal belongings during the tour.
7. Smoking and illegal activities are prohibited in our vehicles.
8. Alcohol consumption must not interfere with the safety or proper conduct of the tour.

10. Client Responsibilities

Clients are responsible for:

• Holding valid passports and obtaining the necessary visas.
• Checking entry requirements for Rwanda, Uganda and any transit countries.
• Obtaining required vaccinations and health documentation.
• Arriving at pickup locations at the agreed times.
• Providing correct personal and booking information.
• Following the instructions of guides, drivers and park authorities.
• Respecting local cultures, traditions, wildlife and the environment.
• Informing us of relevant dietary, mobility or accessibility requirements before travel.
• Maintaining appropriate travel insurance.

11. Health, Safety and Travel Insurance

Wildlife safaris, forest trekking and outdoor activities involve inherent risks.

Clients are strongly advised to obtain comprehensive travel insurance covering:

• Medical expenses.
• Emergency evacuation.
• Trip cancellation and interruption.
• Personal accidents.
• Lost or damaged luggage.
• Travel delays.

Clients must inform us of any medical condition, mobility limitation or other circumstance that may affect their participation in an activity.

We reserve the right to consult the relevant park authorities or medical professionals where safety concerns arise.

A client may be refused participation in an activity if the relevant authorities determine that participation would create a safety or health risk.

12. Force Majeure

Our company shall not be considered in breach of its obligations where performance is prevented or significantly affected by circumstances beyond our reasonable control.

Such circumstances may include:

• Natural disasters.
• Floods, landslides or extreme weather.
• Political instability or civil unrest.
• Government restrictions.
• Pandemics or public health emergencies.
• Border closures.
• Security incidents.
• Wildlife authority or park management decisions.

We will make reasonable efforts to assist affected clients with alternative arrangements, rescheduling or eligible refunds in accordance with supplier policies and applicable law.

13. Personal Belongings and Valuables

Clients are responsible for their passports, money, cameras, mobile phones, luggage and other personal belongings throughout the trip.

Our company will exercise reasonable care but cannot guarantee the security of personal belongings.

Any loss or damage should be reported to the tour guide or company representative as soon as possible.

14. Photography and Media

We may occasionally take photographs or videos during tours for promotional purposes.

Clients will not be identified in promotional materials or have identifiable images published without their permission.

Clients who do not wish to appear in promotional photographs or videos should inform us before the activity.

15. Complaints and Customer Support

We are committed to providing quality service.

If a client experiences a problem during a tour, they should inform the tour guide or company representative immediately so that we have a reasonable opportunity to resolve it.

Formal complaints should be submitted in writing within 14 days after the completion of the tour.

We will acknowledge complaints and make reasonable efforts to investigate and provide a response within 14 business days.

16. Privacy and Personal Information

We respect our clients' privacy and are committed to protecting personal information.

Information collected during booking may include names, passport details, contact information, payment records and travel preferences.

We use this information only for legitimate business purposes, including:

• Processing reservations.
• Purchasing wildlife permits.
• Arranging accommodation and transportation.
• Communicating with clients.
• Meeting legal and regulatory obligations.
• Improving our services.

We may share relevant information with authorized third-party service providers when necessary to deliver the booked services.

We do not sell clients' personal information.

Additional details are provided in our separate Privacy Policy.

17. Website Information and Pricing

We make reasonable efforts to ensure that the information, photographs, itineraries and prices displayed on our website are accurate.

However:

1. Prices may change due to government fee adjustments, supplier price changes, currency fluctuations and other external factors.
2. Website photographs are illustrative and may not represent the exact accommodation room, vehicle or wildlife encounter provided.
3. Wildlife sightings and specific animal encounters cannot be guaranteed.
4. The final written quotation and booking confirmation will specify the services included and excluded.
5. Any errors or changes identified before booking confirmation will be communicated to the client.

18. Limitation of Responsibility

Our company will exercise reasonable care and diligence when organizing and providing tourism services.

We are not responsible for losses or disruptions caused by circumstances beyond our reasonable control or by the independent acts or omissions of third-party suppliers, subject to applicable law.

Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited, including liability arising from our own negligence where applicable.

19. Governing Law and Disputes

These Terms & Conditions shall be interpreted in accordance with the applicable laws of Rwanda, subject to any mandatory laws and consumer protections applicable in Uganda or another relevant jurisdiction.

We encourage clients to resolve disputes through direct communication and good-faith negotiation.

Where an amicable resolution cannot be reached, disputes may be referred to the competent courts or other legally recognized dispute resolution mechanisms.

20. Acceptance of Terms

By submitting a booking request, paying a deposit or making full payment for our services, clients acknowledge that they have read and accepted these Terms & Conditions.

Our company reserves the right to update these terms when necessary. Any changes will be published on our website, with the applicable version identified by its effective date.