TEARMS AND CONDITIONS
Applicable For All Departures
These consumer booking conditions and any applicable conditions involved in performing your booking or any other written information we brought to your attention before booking with us, you must ensure that you have read and understood these booking conditions (raising any queries you may have with us), from the basis of the contract for your booking. By asking us to confirm your booking, please note you are liable to be regarded as having had the opportunity to do so and that you have actually done so before the contract between us comes into existence.
We do not own or provide all of the services, facilities or travel arrangements included in your booking. Some of these are provided by third parties (including but not limited to the airlines, hot air balloon, and accommodation providers) whom we arrange to provide the services, facilities or travel arrangements included in your booking. In the event of any inconsistency between these Booking Conditions and any applicable third party terms and conditions, these booking cconditions shall, to the extent permitted by law, prevail.
Please read these Booking Conditions carefully as (subject to any amendments which we may from time to time agree with you) they set out your and our respective rights and obligations. If there is anything within these Booking Conditions that you do not understand, then please contact us. A binding contract will come into existence as soon as we have issued a confirmation e-mail/proposal and invoice confirming the details of your booking (and the due payment dates for any applicable balance to be paid), which will be sent to you.
In these Booking Conditions references to ‘you’ and ‘your’ include the first named person on the booking (‘Lead Passenger’) and all persons on whose behalf a booking is made or any other person added to a booking or (if permitted by these Booking Conditions) to whom a booking is transferred. For certain types of group bookings for 6 or more persons we may agree in writing particular terms varying these Booking Conditions.
By making a booking, the Lead Passenger hereby:
- confirms that the details provided for all parties to the booking are full and accurate;
- represents that he/she has the authority to accept and does accept these Booking Conditions on behalf of all persons named in the booking;
- confirms that he/she has read and understood these Booking Conditions and agrees (for himself/herself and on behalf of each person named on his/her booking) to be bound by them;
- agrees to check all descriptions on the travel documentation received after booking and to inform us immediately of any errors or instances where personal details do not correspond with those shown on the passports of those travelling under the booking; and
- confirms he/she is 18 years of age or over and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
No contract will exist between the parties until such monies have been received. We require full payment to be made for your holiday 45 days prior to the departure date. If full payment is not received 45 days prior to the departure date, we reserve the right to cancel your holiday and apply the cancellation charges set out below. Cancellation will be without penalty to us and we will have no further liability to you. If however, you have already provided us with your credit or debit card details whether this was to make a payment on account or not, and you do not specifically notify us in writing to the contrary prior to the date upon which any balance becomes payable by you, you agree that we may use such credit or debit card details to obtain payment of any balance due by you under this agreement.
All reservations require the full names (as per passport) of each guest (please check these carefully as we cannot be held liable for costs incurred as a result of incorrectly spelled names).
Special comments or remarks relevant to your stay or preferences (such as double/twin beds or room preferences and anniversary dates or special occasions) must be notified to us at the time of booking. We will use our reasonable endeavors to fulfil any such requests, but we will be under no obligation to do so. We do not accept any bookings which are conditional on such requests being fulfilled.
- Subject to availability, a booking will be made with us when (1) you tell us that you would like to accept our written quotation, (2) we issue a confirmation by means of e-mail, proposal confirmation and invoice and (3) we receive the applicable payment from you as follows:
Individual Deposit %
30% of total invoice (non-refundable)
Remaining balance of final invoice
45 days prior to the start of your Safari
For bookings received 45 days prior to the start of your Safari
Cancellations, Amendments and No shows:
Cancellation of a holiday must be made in writing and is effective from the date we receive the written notification. In all cases of cancellation the deposit, and any amendment charges will be forfeited and no show will result in 100% tour cost unless followed by the following schedule:-
- Any amendments made to the program once confirmed, may cost extra.
- If you choose to cancel anytime, flight tickets booking are not refundable
- There are no refunds for unused portions of the program, and refunds will not be made to clients who do not complete the tour for any reason whatsoe
- If we do not receive (in cleared funds) the balance (or any other sum due) in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 3 above will become due.
- All Members of your group would be bound by the above cancellation policy.
2. If you (or a member of your party) cancel your trip
If you or any other member of your party decides to cancel a booking (in respect of which we have issued a confirmation invoice):
- that person(s) may transfer their place to someone else (introduced by you) and in respect of whom the Lead Passenger will need to give the confirmations and representations set out in clause 1 provided we are notified not less than 14 days before departure and you pay an amendment fee in accordance with the table below as well as meet all costs and charges incurred by us (whether within this 14 day period or not) and/or incurred or imposed by any of our Travel Providers;
2. if you are unable to find a replacement, the Lead Passenger must notify us in writing of the cancellation of that person. Your notice of cancellation will only take effect when, in the case of e-mail, you receive a reply from us acknowledging receipt of your e-mail sent to email@example.com We reserve the right to request notification of consent from each member of the party in respect of whom the cancellation is made.
Cancellations attract the following charges (in order to cover our estimated costs). The cancellation charges detailed are calculated on the basis of the total cost payable by the person(s) cancelling, excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling:
*Note: Free amendment does not apply to the air element of flight-inclusive trips. Certain bookings may not be amended after we have issued a confirmation invoice and/or have issued applicable airline ticket. Any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge below. A cancellation fee overrides an amendment fee, and the below fees will be in addition to any fees charged for cancellations or amendments made.
We will apply any monies you have already paid to us towards settling any cancellation charge(s). No refunds will be given for guests not travelling or for unused services.
3. Medical conditions and disabilities
If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the booking is suitable for you. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the booking or, if full details are not given at the time of booking, cancel when we become aware of these details.
4. Changes by You
If the Lead Passenger or anyone named on his/her booking wishes to change any part of that booking after our confirmation invoice has been issued, the Lead Passenger must inform us as follows:
e-mail to firstname.lastname@example.org as soon as possible. Whilst we will try to assist, we cannot guarantee that we will be able to make your requested change.
Where we can meet a request, all changes will be subject to payment of an amendment fee as shown at clause 3 as well as any applicable exchange or other rate changes or other extra costs we incur and any costs or charges incurred or imposed by any of our Travel Providers. You should be aware that these costs could increase the closer to the departure date that changes are made. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee will be payable (see clause 3 above).
Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
We are not responsible for refunding or meeting any expenses or losses you may incur as a result of changes or cancellations made in relation to a Locally Booked Excursion (as specified in clause 17 below), whether these changes or cancellations are made by you or the provider of the Locally Booked Excursion.
5. If a Travel Provider Changes or Cancels Your Booking
Occasionally circumstances occur before departure that require our Travel Providers to make a change to or cancel what they can deliver. We reserve the right to make such changes to your booking without incurring any liability to you. Where that change is “Major” (i.e. complete cancellation of your trip or such parts of it as would result in you not being delivered substantially the trip you booked) we will make every reasonable effort to inform you of this ‘Major’ change and any alternatives to cancellation the Travel Provider has made available to us for you.
We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any errors of which we are aware and the applicable price at the time of booking. Matters influencing a surcharge would include, but are not limited to, increases in transportation costs e.g. fuel, scheduled air fares and any other airline surcharges, taxes or fees payable for services such as landing taxes, or embarkation or disembarkation fees at ports or airports, or increases in park fees, reserve fees or concession fees.
If you believe that any details on your e-mail/proposal and invoice (or any other travel document issued by us) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any travel document within 10 days of our sending it out.
Major changes do not include (by way of non-exhaustive examples)
(i) delays of less than 12 hours
(ii) insignificant changes of route/stopping points
(iii) substituted accommodation/flights (of equivalent or better class than that booked)
(iv) insignificant re-ordering of itinerary or
(v) without limitation, any and all measures similar to those set out in clause 16 of these Booking Conditions.
For non–Package Holidays, where the Travel Provider has to make a Major Change or cancel your confirmed arrangements before departure you may:
- accept any changes we offer; or
- (subject in each case to availability) choose to undertake the same trip on an alternative date (that may include additional costs), or accept an alternative trip with an appropriate pricing adjustment; or
- cancel your booking and receive a full refund for the particular element of the trip subject to a Major Change or a cancellation (but this does not include other 3rd party services in the trip where cancellation fees may be applicable).
We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the Package Holiday. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the Package Holiday and provide you with a refund.
6. Pricing Itineraries/Price changes
The price of your itinerary will be based on known costs at the date of issue of the itinerary. At any time before a full payment of your holiday has been made TO reserves the right to levy a surcharge where costs have changed since the date of issue of the itinerary. TO will absorb amounts up to 2% of the total holiday price and surcharge any amount greater than 2%. Should the surcharge exceed 10% of the total holiday price before 60 days of arrival date you are entitled to cancel the holiday and receive a full refund of all monies paid. We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any errors of which we are aware and of the then applicable price at the time of booking.
Matters influencing a surcharge would include, but are not limited to, increases in transportation costs e.g. fuel, scheduled air fares and any other airline surcharges, taxes or fees payable for services such as landing taxes, or embarkation or disembarkation fees at ports or airports, or increases in park fees, reserve fees or concession fees.
All our prices are based on the current national park fees and taxes. There have been ongoing talks that East African countries will be undergoing changes to tax regulations in 2014. Should the authorities decide on increasing fees and taxes, even though they might currently not be scheduled, we would subsequently have to pass on these increases to you.
7. Resolving Disputes and Prompt Assistance During Your Trip/ Problems
If anything is not to your satisfaction during your holiday please immediately inform both us (via the details set out below) and the relevant Travel Provider (e.g. your hotelier) who will endeavour to resolve your problem. It is important you advise us as well as the Travel Provider so we can both help to put things right without delay. We believe it is better for everyone to resolve problems that arise during your holiday promptly so that you can enjoy your holiday.
If you suffer any loss or damage to your luggage please immediately inform the applicable carrier and us within 48 hours. However, if your complaint is not resolved locally, please follow this up within 28 days of your return home by emailing us at email email@example.com giving your booking reference and all other relevant information. Please keep your email concise and to the point.
Please note that a failure to advise of problems whilst on holiday, as described above, deprives both us and the Travel Providers of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract including reducing any compensation due, potentially to zero.
If you are in difficulty /any cause of complains during your trip with us and you need our assistance, you must immediately bring it to the attention of the company’s management on email
firstname.lastname@example.org or mobile number: +255(0) 765 094 916.
If we become unable to provide a significant proportion of the services making up your booking after you have started your trip with us, we will make suitable alternative arrangements for you at no extra charge. If we are forced by Unavoidable and Extraordinary Circumstances as defined in clause 6 to change or terminate your arrangements after departure, we are not responsible for making any refunds (unless we obtain any from our Travel Providers), pay you compensation or meet any costs or expenses you incur as a result.
Loss of and/or damage to any luggage or personal possessions (including money):
Africa Serendipity Safaris will not be held liable for any losses or damages to any luggage or personal possessions, as it will be assumed that the said persons will have adequate insurance in place to cover any losses of this kind.
Carriage by air, and sea is subject to the terms and conditions of the carriers with whom you are travelling and to international conventions. TO accepts no liability whatsoever for cancellations, strikes, time table changes, diversions, technical issues unrelated to TO, lost or mislaid luggage, rescheduling costs, missed accommodation, or delays which result from any operational decision of the carrier concerned. TO accepts no liability for death, injury or illness that derives from carriage by air or sea.
At any time, all baggage and personal effects are at the client’s responsibility and the Company does not accept any liability for any loss or damage of any personal effects, howsoever arising. * Clients are entitled to one bag of not more than 15 kg (backpack or soft bag – no hardtop suitcase) and a daypack. The Company reserves the right to refuse excess baggage. Please notice that on our trekking tours and on some “bush” flights other baggage regulations may apply.
10. Your Responsibility
You must ensure that your travel documents, passports, visas and vaccination certificates are in order and that you ensure that you have taken the advice of your GP with regard to inoculations. We refer in particular to our pre-departure information sheet. TO will offer general advice but cannot be held responsible if you do not comply with current requirements before your departure.
To does not accept liability for any advice given of a general nature prior to the holiday commencing. You are responsible for a timely check in for all flights and for presenting yourself to take up all pre-booked components of your holiday. No credit or refund will be given to you should you fail to take up any component of your holiday or if you lose any travel documents. TO draws your attention to the fact that there are certain inherent risks involved in all of the holidays to Africa that we supply and these must be accepted by you at your own risk. If you wish to discuss any such risks with us we would be more than happy to provide advice over the telephone or in writing.
To requires clients to purchase travel insurance. The clients ensures to take out adequate insurance, including, death, medical and evacuation insurance, to cover any loss or damages.
12. The law
The above booking terms and conditions together with all correspondence form part of your contract with to. This contract and any matters arising from it shall be governed by and interpreted in accordance with Tanzania law and the courts of Tanzania shall have exclusive jurisdiction to hear any and all proceedings between us either relating to our contract or arising out of it.
The company and its owner, director, management staff and employees shall not be held responsible for any injury or death to persons on tour, nor for loss or damage to personal property, how ever they may be caused. The company draws your attention to the fact that there are certain inherent risks present when on Safari, or when engaging in any strenuous physical activity. It is your sole responsibility to obtain appropriate medical advice as to medication, immunization, and whether or not you are fit enough to undertake the trip, prior to departure. The company shall not be liable for illness, injury or death sustained whilst visiting the properties owned and managed by the company.
14. Authority on Tour
The decisions of the Company´s guide / driver on tour shall at all times be final and binding. * The client must at all times comply with the laws, customs and foreign exchange regulations of all countries visited.
The Company reserves the right to use any photographs and videos taken during tours for marketing or any other advertising material. The client hereby gives consent to use such photographs and authorizes the Company to retain copyright for these photographs and such material.
We cannot be held responsible for road and airstrip conditions, which may make travel impossible at times. Any changes to the initial itinerary are subject to the conditions and rates outlined above, despite any access matters or weather conditions.
17. Force Majeure
“Force Majeure ” means, in relation to the company, any circumstances beyond the control of the company (including and without limitation, acts of God, explosions, floods, tempests, fires, accidents, war or threat of war, sabotage, insurrection, civil disturbance or requisition, sickness, quarantine, government intervention, weather conditions or other outwards occurrences)
If the company is affected by force majeure it shall forthwith notify you of the nature and extent thereof. The company shall not be deemed to be in breach of these items and conditions or otherwise be liable to you, by reason of delay in performance, or by non-performance, of any of its obligations hereunder to the extent that any such delay or non-performance is due to any force majeure.
If the company is affected by force majeure it shall be entitled to, and may at its sole and absolute discretion, vary or cancel any reservations or cancel any reservation or arrangement in relation to the visits. Payment of any refund by the company to you as result of the non-performance of any company shall use its reasonable endeavors to reimburse you where possible. However, the company shall be entitled to deduct from any refund recoverable to the reasonable actual and potential costs to the company of the force majeure.
The payment of the deposit or any other partial payment for a reservation constitutes consent to all provisions of the Terms and Conditions. The Terms under which you agree to make the reservation cannot be changed or amended unless this is done in writing and signed by an authorized staff of the company.
19. Website Promotions
Bookings must be made by emailing email@example.com Cannot be combined with any other offers, promotions or discounts and is subject to availability.
We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we both have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities which seek to manage the risks caused by COVID-19.
You acknowledge that laws, regulations and the travel suppliers providing your holiday (such as airlines, train operators, cruise operators, hoteliers and other travel suppliers, and Africa Serendipty Safaris may require you and their employees to comply with various measures which have been introduced to manage the risk of COVID-19. These may include (without limitation) a requirement to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face-masks and gloves and abide by social distancing requirements. There may also be limitations on the number of persons who may use facilities or services at any particular time, limitations on the availability of certain facilities and services (e.g. buffet and self-service restaurants may be replaced by a-la-carte, spas and pools may be closed), requirements to pre-book facilities and services, sanitisation and other hygiene requirements.
You also acknowledge that certain travel suppliers and Africa Serendipity Safaris, ports, airports, border control or other third parties may require you to undertake certain health formalities or satisfy other requirements aimed at managing the COVID-19 risks as a condition to you travelling, departing, entering or residing in a particular place. You agree that it is your obligation to obtain details of these requirements ahead of your travel departure date and to comply with and satisfy these requirements. If you fail to meet these requirements, or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service which forms part of your booking. We shall not be liable to you for any refunds or compensation in relation to such matters.
You also acknowledge that certain countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return.
We strongly recommend that you familiarise yourself with the advice from your national authority for overseas travel before departing. In the UK, the Foreign, Commonwealth & Development Office’s latest advice for travel to other countries.
If you notify us before travelling and we (or the relevant travel suppliers) conclude that you are no longer able to travel because of the COVID-19 risks, then your booking will be treated as having been cancelled by you and our standard cancellation charges will apply. We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Booking Conditions.
If you notify us during travel, you acknowledge that we or your travel suppliers (or local laws and regulations) may require you to follow certain measures designed to manage the risk of COVID-19 and may refuse to provide you with the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.
We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe. You are making your booking in full knowledge that such measures are likely to form part of your trip and do not amount to Major Changes or other changes to your booking, nor do they amount to any Failure.
We shall have no liability to you for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you are unable to travel or make use of all or part of your booking because of these matters. These are risks which you must protect through obtaining comprehensive travel insurance.