Cancellation & Amendment Policy

Effective: 2026–2027 Safari Season

  1. General Overview

Rwenzori Trekking Safaris understands that travel plans can change unexpectedly. However, once a booking has been confirmed, including safari packages, hiking expeditions, gorilla trekking, chimpanzee tracking, or golden monkey habituation experiences, cancellation charges will apply as outlined in this policy. All clients are advised to read this document carefully before making a booking.

  1. Amendments & Date Changes

Any request to amend a confirmed booking, including changes to travel dates, safari duration, trekking itinerary, or confirmed services, is subject to availability of accommodation and wildlife permits (gorilla, chimpanzee, and golden monkey). Such changes may result in a revised quotation. Please note:

  • All amendment requests must be submitted in writing.
  • We may treat an amendment of a confirmed booking as a cancellation and re-booking at our discretion, and the cancellation terms below will apply.
  • Rwenzori Trekking Safaris cannot guarantee that the original rates will be maintained following an amendment.

  1. Wildlife Permits – Strictly Non-Refundable

⚠ Note: All gorilla, chimpanzee, and golden monkey permits are strictly non-refundable and non-transferable, in accordance with Uganda Wildlife Authority (UWA) and Rwanda Development Board (RDB) regulations. The cost of permits cannot be recovered under any circumstances, including cancellation, no-show, illness, or force majeure. These costs are excluded from all refund calculations below.

  1. How to Submit a Cancellation Notice

All cancellations must be submitted in writing. Verbal cancellations will not be accepted. Written notice may be sent via:

  • Email/WhatsApp to your confirmed booking contact at Rwenzori Trekking Safaris

The cancellation date will be determined by the date on which written notice is received and acknowledged by Rwenzori Trekking Safaris, not the date it was sent. Clients are fully responsible for ensuring their notice has been received.

  1. Standard Cancellation Schedule

The following refund schedule applies to all safari, accommodation, and hiking bookings, calculated from the date the written cancellation notice is received. All refunds are calculated on the total safari cost excluding wildlife permit fees (see Section 3).

Days Before Departure Refund Applicable Notes
91+ days 75% Refund Of total safari cost, excluding all wildlife permits
61–90 days 50% Refund Of total safari cost, excluding all wildlife permits
31–60 days 25% Refund Of total safari cost, excluding all wildlife permits
0–30 days No Refund Full cost forfeited; last-minute bookings non-refundable

 

⚠ Note: Any accommodation that has already been paid for and subsequently cancelled will be charged in full to the client, regardless of the refund tier above. This is due to non-recoverable costs committed to accommodation partners in advance.

  1. Last-Minute Bookings (Within 30 Days of Departure)

Bookings confirmed within 30 days of the departure date are classified as last-minute bookings. The following conditions apply:

  • Full payment is required at the time of booking confirmation.
  • Last-minute bookings are non-refundable under any circumstances.
  • Limited flexibility applies to changes or amendments.
  • Availability of services and permits cannot be guaranteed.

  1. Trekking Duration – Early Completion

Clients who book a multi-day trekking experience but complete it in fewer days than booked will not be entitled to a refund for the unused days. This policy exists because all logistical arrangements, including guides, porters, equipment, camping provisions, and park fees, are prepared and committed in advance of the expedition. No partial refunds will be issued under these circumstances.

  1. Peak & Festive Season Cancellation Policy

For bookings during the following peak travel periods, a 100% cancellation charge applies to the total safari cost. No refunds will be issued for any cancellations made during these seasons, regardless of the notice period given:

  • June 1 – September 30 (Long Dry Season)
  • December 1 – March 31 (Short Dry Season & Festive Period)

This policy reflects the high demand for safari services, permits, and accommodation during these periods, which results in non-recoverable commitments made well in advance.

  1. No-Shows, Late Arrivals & Early Departures

Clients who fail to arrive for a confirmed booking (no-show), arrive late, or choose to depart earlier than scheduled will be charged in full for all confirmed services. No refunds will be issued in these circumstances. Rwenzori Trekking Safaris accepts no responsibility for costs arising from late arrivals, missed connections, or client-initiated early departures.

  1. Refund Processing

Where a refund is applicable under this policy, the following terms govern processing:

  • Refunds will be processed within 14–21 business days of receiving a valid written cancellation notice.
  • Refunds will be returned via the original payment method unless otherwise agreed in writing.
  • Any bank transfer fees, currency conversion charges, or third-party transaction costs will be deducted from the refund amount.
  • Refunds will not include any travel insurance premiums, visa fees, or other independently arranged services.

  1. Force Majeure & Extraordinary Circumstances

Rwenzori Trekking Safaris shall not be held liable for any failure or delay in performing its obligations resulting from events beyond our reasonable control, including but not limited to natural disasters, acts of government, civil unrest, pandemics or public health emergencies, park closures by wildlife authorities, or any other force majeure event. In such cases, we will endeavour to offer alternative dates or a credit for future use, but refunds cannot be guaranteed and will be subject to costs already incurred.

  1. Travel Insurance – Strongly Recommended

Rwenzori Trekking Safaris strongly advises all clients to obtain comprehensive travel insurance prior to travel. Your policy should cover trip cancellation and curtailment, medical evacuation, loss of permits or travel documents, personal accident, and any other unforeseen circumstances that may affect your safari or trekking experience. The cost of wildlife permits alone makes adequate insurance essential.

This policy is subject to change. The version in effect at the time of booking confirmation shall govern your booking. For any queries, please contact Rwenzori Trekking Safaris directly.