Terms and Conditions

Thank you for booking a stay at a Volcanoes Lodge. We appreciate your booking and look forward to welcoming you.

The following terms & conditions apply to services offered by Volcanoes Safaris Ltd. Once a quote has been issued, the terms & conditions will automatically apply. Non-adherence to our terms & conditions may result in a withdrawal of contract rates and release of bookings.

LODGE ONLY RESERVATIONS

Rooms can be held for up to 7 days. After 7 days rooms will be released if the deposit has not been paid.

Payment Terms

Payment terms are as follows:

  • 20% non-refundable deposit upon receipt of invoice
  • Final balance due 30 days prior to arrival
  • Accommodation bookings within 30 days of arrival – full payment due upon receipt of invoice
  • If payment is not received in accordance with our terms and conditions, we reserve the right to cancel the booking and release the rooms
  • All rates are subject to increase without notice due to factors beyond our control such as, but not limited to, Government levies and taxes.

 

Cancellations

Cancellations or a reduction in services are charged as follows:

  • Cancellations received more than 30 days prior to arrival – Deposit forfeited
  • Cancellations received less than 30 days prior to arrival – 100% of the invoice
  • No refunds are due for any unused accommodation

 

SAFARI BOOKINGS

If you have purchased a full safari from us that includes lodge accommodation, gorilla permits, transport and other activities, the following payment terms apply:

Payment Terms 

Payment terms are as follows:

  • 20% non-refundable deposit upon receipt of invoice (or value of permits if higher)
  • Final balance due 45 days prior to arrival
  • Safari bookings within 45 days of arrival – full payment due upon receipt of invoice
  • Gorilla permits can only be purchased upon receipt of deposit and are subject to availability
  • If payment is not received in accordance with our terms and conditions, we reserve the right to cancel the booking and release the rooms
  • All rates are subject to increase without notice due to factors beyond our control such as, but not limited to, Government levies, taxes and fuel increases.

 

Cancellations

Cancellations or a reduction in services are charged as follows:

  • Cancellations received more than 45 days prior to arrival – Deposit forfeited
  • Cancellations received between 44-15 days prior to arrival – 50%
  • Cancellations received less than 15 days prior to arrival – 100%
  • No refunds are given for any unused services

 

CANCELLATIONS BY YOU

Should you or any member of your party be forced to cancel, you must advise us or your travel provider in writing. A cancellation is not effective until we receive a copy of your written notice. To cover our estimated loss caused by the cancellation and as we may be unable to resell your holiday, cancellation fees will be levied per person as per the above payment terms. If a refund is made to a customer arising from a cancellation, amendment or error by the customer, Volcanoes Safaris Limited reserves the right to charge the customer any bank or credit card service provider charges incurred.

CANCELLATIONS BY US

Occasionally we have to cancel confirmed bookings. We always endeavor to avoid cancelling, but we must reserve the right to do so. We shall not cancel your confirmed holiday less than 30 days before departure unless you fail to make all payments due in full and on time or we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. If we cancel your safari holiday (except where you have failed to make payment or as a result of force majeure) we shall offer you the choice of purchasing an alternative holiday from us of a similar standard to that originally booked if available.

Alternatively you are entitled to a full refund of all monies you have paid to us save that paid for gorilla and/or chimpanzee permits which can only be refunded if the refund has been made available to us. Except where we cancel for reasons other than those mentioned in this clause, we shall have no further liability to you. We regret we cannot pay any expenses, costs or losses incurred as a result of any cancellation.

We reserve the right, without prior notice, to terminate the holiday of any person in your party if, in our opinion or in the opinion of any other person in authority, the persons concerned behave in such a way to cause or be likely to cause danger, annoyance or distress to any third party or damage to property. In this situation, the person(s) concerned will be required to leave the accommodation or other service immediately. We shall have no further responsibility towards such person(s).

No refunds will be made and we shall not pay any expenses or costs incurred as a result of the termination.

FORCE MAJEURE

We regret we cannot accept liability or pay compensation where the performance or proper performance of our obligations is prevented or affected by any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events include war or threat of war, riots, civil strife, border closures, unexpected government acts, terrorist activity, industrial disputes, natural or nuclear disaster, extreme weather conditions, fire, technical and/or mechanical problems to transport, road closures, disease and all similar events beyond our control.

JURISDICTION

The principal company is incorporated in the Republic of Uganda and it operates under the laws of Uganda. Your contract with us and matters arising out of it will be governed by the laws of Uganda save for contracts made through our associated company in the UK (Volcanoes UK Limited), which will be governed by the laws of England and Wales.

LIABILITY

We shall make every reasonable effort to ensure that (a) all component parts of the holiday are supplied as described in the brochure and to a reasonable standard; and (b) our employees, agents, suppliers and sub-contractors exercise due care in carrying out our obligations under the contract. We accept responsibility for what our employees, agents, suppliers and sub-contractors do or do not do (provided they were at the time carrying out work authorized by us).

If any part of your holiday is not provided as advertised and to a reasonable standard, we shall pay you appropriate compensation if your enjoyment of the holiday has been affected and you have followed the complaints procedure set out in these terms and conditions. This acceptance of responsibility is subject to the clause relating to “Force Majeure” above and these Terms and Conditions generally. Our maximum liability in respect of complaints (except where death, personal injury or illness results, or where claims relate to loss or damage to possessions or luggage, which are dealt with below) is limited to an amount equal to the cost paid by or on behalf of the person affected for the relevant services.

The maximum amount will only be payable where the person affected has derived no benefit from the holiday and none of the services contracted have been provided.

We will take all due care to prevent your death, injury or illness being caused by the animal or insect life of the destinations. It is your responsibility to take proper medical and practical precautions in this regard and your attention is drawn to the section in the Travel Notes relating to Health. Medical advice should be sought well before travelling. Subject to these Terms and Conditions, we accept responsibility should you or any of your party suffer death, personal injury or illness as a result of any failure to perform or improper performance of the contract by any of our employees, agents, suppliers or sub-contractors (provided they were at the time carrying out work authorized by us) except in the following situations.

We will not be liable where any failure to perform or improper performance was due to: (i) the acts or omissions of a third party not connected with the provision of the holiday under the contract and which were unforeseeable or unavoidable; (ii) an event which we or the supplier of the relevant services could not have foreseen or avoided even with all due care. Any claim must be notified to us in accordance with the complaints procedure set out above.

Any person to whom any payment is made (and their parent or guardian if that person is a minor) must assign to us and our insurers any rights they may have to pursue any third party in connection with the claim and provide all necessary assistance to us and our insurers that be reasonably required.

INSURANCE

It is a condition of booking that you must have, and must demonstrate to your travel agent or us at the time of booking that you have, appropriate insurance for the type of holiday being taken with us. Such insurance should fully cover personal injury, medical expenses, death, repatriation in the event of accident or illness or death, cancellation or curtailment of the holiday by either side and loss of damage to, or theft of the clients’ personal property. Activities with a greater inherent risk, such as mountaineering, animal tracking on foot, white-water rafting should be covered.

Conditions in Africa are not the same as those in developed countries and standards of service, medical facilities, safety and security may often be lower than those in your home countries. Please note that is is the laws and regulations of the country in which services are provided which apply to your holiday arrangements and not those of your home country.

QUOTATIONS/BOOKINGS/PRICES

Please ensure that the quotation given with details of number of clients, dates, accommodation, transportation, permits, park fees and all other services to be provided is clear and accurate before confirming the booking in writing. All references to quotations in writing shall include reference to correspondence by electronic mail. The price of your chosen holiday will be confirmed at the time of booking. We reserve the right to correct errors in both advertised and confirmed prices and will do so as soon as we become aware of any such error.

Once the price of your holiday has been confirmed, subject to the correction of errors, a surcharge will only be payable if transportation costs, taxes, accommodation costs or gorilla permits increase in total to over 2% of the holiday price. If you are required to pay more than 10% of the original holiday price, you will be entitled to cancel your holiday with the full refund of all the money paid to us except fees paid for gorilla permits. Should you decide to cancel under these provisions, you must exercise your right to do so within 14 days of notification to you of the surcharge. We reserve the right to increase or decrease the prices of unsold holidays at any time.

ACCOMMODATION ONLY INCLUSIONS/EXCLUSIONS

Prices INCLUDE full board accommodation, meals as stated and all soft drinks and alcoholic beverages, laundry services.

Prices EXCLUDE transport, park entry or activities and gratuities.

SAFARI INCLUSIONS/EXCLUSIONS

Prices INCLUDE airport transfers; accommodation; meals as stated; the services of an English-speaking driver/guide and a safari vehicle; porterage of two items of baggage per person; boat trips; park fees; gorilla and chimpanzee permits where appropriate.

Prices EXCLUDE airfares to Uganda / Rwanda, entry visas, airport taxes and gratuities as well as personal expenditure such as drinks and laundry at non-Volcanoes lodges. In Kampala, Entebbe or Kigali the prices include bed and breakfast only.

LOW SEASON RATES

Low season rates are valid on new bookings for accommodation bookings and safaris travelling in low season only: 1 March to 31 May and 1 October to 14 December.
Low season rates are subject to availability of accommodation, gorilla permits and transportation.
Low season rates are only available on Volcanoes Safaris accommodation and safaris to Volcanoes Safaris lodges (Bwindi Lodge, Mount Gahinga Lodge, Kyambura Gorge Lodge and Virunga Lodge). Discounts will not be granted on any safari to 3rd party properties.
Only one offer may be used on any booking and offers cannot be combined with any other offer or discount.
Volcanoes Safaris full terms and conditions still apply.

TRANSPORTATION

Every effort is made to ensure that vehicles are provided in a roadworthy condition but no liability can be accepted for breakdown, or any damage or delay. Our guides are instructed to follow our code of conduct for Guides (available on request), which you must not ask them to break in any way. In the event that a Guide does not follow the code, please inform the Sales Manager. Company vehicles must only be driven by the company’s Guide whose decision on all matters, such as the route taken, is final. You will be liable for any damage caused to a vehicle by any interference by you with the vehicle, including legal costs.

COMPLAINTS

Complaints must be reported immediately to our representative and to the supplier of the service(s) in question, who will do their best to resolve any problem. If you remain dissatisfied, a written report should be submitted to the Sales Manager as soon as possible after the incident and not later than 28 days after completion of your holiday, to enable us to investigate them fully. Regrettably, liability for any complaints not notified in accordance with this procedure cannot be accepted.