Terms and Conditions
Last Updated: 10/03/2025
1. Introduction and Agreement
These Terms and Conditions govern the contractual relationship between the client (“you,” “the traveler”) and Onzako Tours (“we,” “us,” “the Company”), a licensed tour operator based in Uganda. By submitting a booking form, paying a deposit, or accepting a booking confirmation, you acknowledge and agree to be bound by these Terms and Conditions.
2. Booking and Confirmation
2.1. Contract Formation
A booking is secured and confirmed only upon the Company’s receipt of a fully completed booking form and the required non-refundable deposit (or full payment, if the booking is made within the final payment window).
2.2. Documentation
Upon confirmation, the Company will issue a Booking Confirmation Document, which supersedes all prior communications and outlines the agreed-upon services. It is the client’s sole responsibility to review this document for accuracy immediately upon receipt.
3. Payments and Pricing
3.1. Deposit Requirement
A non-refundable deposit of 50% of the total safari cost is required to secure any booking.
3.2. Final Payment
The full remaining balance of the safari cost is due and payable no later than 60 days before the confirmed departure date of the tour. If a booking is made within 60 days of the departure date, full payment is required immediately upon confirmation of the booking.
3.3. Payment Methods
Payments may be made via international bank transfer (SWIFT), credit card (fees may apply), or other approved secure electronic methods. All bank charges and transaction fees are the client’s responsibility.
3.4. Price Validity
While prices are quoted in USD or equivalent, the Company reserves the right to adjust published prices due to fluctuations in currency exchange rates, government taxes (e.g., VAT, park fees), or supplier costs outside of the Company’s control.
4. Cancellations and Refunds
4.1. Cancellation by the Client
All cancellations must be submitted to the Company in writing (email is acceptable) and will be effective from the date of receipt. Cancellation fees are applied as a percentage of the total safari cost:
|
Time Frame Before Departure
|
Cancellation Fee Retained by Onzako Tours
|
Refund Issued to Client
|
|---|---|---|
|
91 days or more
|
25% of the total safari cost (or deposit, whichever is greater)
|
75%
|
|
61 – 90 days
|
50% of the total safari cost
|
50%
|
|
31 – 60 days
|
75% of the total safari cost
|
25%
|
|
30 days or less
|
100% of the total safari cost
|
0% (No Refund)
|
Note: All Gorilla and Chimpanzee trekking permits are non-refundable once purchased, regardless of the time of cancellation.
4.2. Cancellation by Onzako Tours (Force Majeure)
The Company reserves the right to cancel any trip due to circumstances beyond our control, including but not limited to political unrest, natural disasters, health pandemics (Force Majeure), or unforeseen operational constraints. In such events, the Company will offer:
- A full credit of funds paid to be used toward an alternative safari date or destination; OR
- A refund of funds paid, less any unrecoverable third-party costs (e.g., non-refundable permits, airfare, or supplier charges).
5. Amendments and Changes
5.1. Amendments by the Client
Any requested changes to the itinerary after confirmation must be submitted in writing. All changes are subject to a $50.00 administrative fee per change, in addition to any charges levied by third-party suppliers (e.g., lodges, airlines). Significant changes may be treated as a cancellation and re-booking.
5.2. Changes by Onzako Tours
While every effort is made to adhere to the confirmed itinerary, the Company reserves the right to make necessary adjustments to accommodations, routes, or schedules due to factors such as weather, road conditions, or supplier capacity limitations. The client will be informed of such changes as soon as possible.
6. Travel Documents and Insurance (Mandatory)
6.1. Client Responsibility
The client is solely responsible for obtaining and possessing all required travel documentation, including valid passports (valid for at least six months beyond the return date), visas, health certificates, and compliance with all applicable immigration regulations. Failure to do so will result in the inability to travel and will be treated as a client cancellation.
6.2. Travel Insurance (MANDATORY)
Comprehensive travel insurance is mandatory for all clients, covering personal accident, medical expenses, emergency evacuation (especially crucial in remote safari areas), loss of effects, and trip cancellation/curtailment. Proof of insurance must be provided to the Company at the time of final payment.
7. Liability, Indemnity, and Assumption of Risk
7.1. Assumption of Risk
The client acknowledges that travel, particularly safari and adventure travel in remote areas, inherently involves risks. By booking, the client acknowledges and accepts all personal risks associated with the journey, including, but not limited to, injury, illness, delay, property damage, and loss.
7.2. Limitation of Liability
The Company acts as an intermediary or agent for third-party suppliers (lodges, airlines, transport providers). The Company is not liable for any injury, damage, loss, delay, or irregularity arising directly or indirectly from any act or omission by these third-party suppliers.
7.3. Indemnity
The client agrees to indemnify and hold harmless Onzako Tours from any claims, demands, and costs arising out of or related to the client’s participation in the safari, including any breach of these Terms and Conditions.
8. Client Conduct and Authority
8.1. Conduct
Clients are expected to behave respectfully toward local customs, wildlife, the environment, and fellow travelers. Illegal or offensive conduct is strictly prohibited.
8.2. Guide Authority
The decision of the Company’s appointed tour leader or representative on all matters regarding the safety and well-being of the group is final. The Company reserves the right to terminate a client’s safari without refund if, in the guide’s opinion, the client’s behavior is disruptive, illegal, or poses a danger to themselves or others.
9. Complaints Procedure
9.1. Local Reporting
Should a complaint arise, the client must report it immediately to the tour leader, driver, or local representative to allow for prompt local resolution.
9.2. Formal Submission
If the complaint is not resolved locally, a formal written complaint must be submitted to the Company’s headquarters within 7 days of the trip’s completion, providing full details and supporting evidence. Claims received outside this period may not be considered.
10. Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and construed exclusively in accordance with the laws of the Republic of Uganda. Any disputes, claims, or disagreements arising under this contract shall be subject to the exclusive jurisdiction of the competent courts of Uganda.
