Terms and Conditions

1. Introduction and Agreement

These Terms and Conditions govern the contractual relationship between the client ("you" or "the traveler") and Onzako Tours Limited ("Onzako Tours," "we," "us," or "the Company"), a licensed tour operator based in Uganda. By submitting a booking form, paying a deposit or other booking amount, or accepting a booking confirmation, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

2. Booking and Confirmation

2.1. Provisional Holds

Onzako Tours may place the accommodations, services, and other arrangements included in a proposed itinerary on a complimentary provisional hold for up to seven (7) calendar days.

A provisional hold is subject to supplier availability and does not constitute a confirmed booking or binding contract. Unless otherwise agreed in writing, the hold will automatically expire if the required booking form, safari deposit, and applicable permit payments are not received within the seven-day period.

Onzako Tours cannot guarantee that accommodations, permits, flights, or other services will remain available after a provisional hold expires.

2.2. Contract Formation

A booking is secured and confirmed only after Onzako Tours has received:

• A fully completed booking form;
• A non-refundable deposit equal to 20% of the total safari cost;
• Full payment for all gorilla, chimpanzee, and other restricted-access permits included in the itinerary; and
• Written confirmation from Onzako Tours that the required arrangements have been secured.

For bookings made within sixty (60) days of departure, full payment is required immediately upon confirmation.

2.3. Booking Documentation

Upon confirmation, Onzako Tours will issue a Booking Confirmation Document and confirmed custom itinerary setting out the services included in the booking. The client must review these documents promptly and notify Onzako Tours immediately of any error or discrepancy.

The Booking Confirmation Document, confirmed custom itinerary, these Terms and Conditions, and any written amendments accepted by Onzako Tours collectively form the agreement between the client and Onzako Tours.

Marketing materials, sample itineraries, proposals, and the Welcome and Preparation Guide provide general information and do not override the client's confirmed custom itinerary or these Terms and Conditions.

3. Payments, Pricing, Inclusions, and Exclusions

3.1. Safari Deposit

A non-refundable deposit equal to 20% of the total safari cost is required to secure and confirm a booking. The deposit will be applied toward the total safari cost but will not be refunded if the client cancels, except where expressly provided in these Terms and Conditions or required by applicable law.

3.2. Gorilla and Chimpanzee Trekking Permits

In addition to the 20% safari deposit, the client must pay 100% of the cost of all gorilla and chimpanzee trekking permits included in the itinerary at the time of booking.

Permit availability is strictly limited and cannot be guaranteed until Onzako Tours has received full payment and successfully purchased the permits.

All gorilla and chimpanzee trekking permits are 100% non-refundable once purchased. This applies regardless of the date or reason for cancellation, including illness, travel disruption, failure to obtain required travel documents, inability to participate in the trek, or any other personal circumstance.

Where the applicable authority does not permit a name, date, or itinerary change, the permits will also be non-transferable. Any permitted amendment is subject to availability, the rules of the issuing authority, and all applicable administrative or rebooking charges.

3.3. Final Payment

The remaining balance of the safari cost is due no later than sixty (60) days before the confirmed departure date. If the remaining balance is not received by the due date, Onzako Tours may treat the booking as cancelled by the client and apply Section 4.

3.4. Late Bookings

For bookings made within sixty (60) days of departure, the full safari cost, including all applicable permit costs, is payable immediately upon confirmation.

3.5. Payment Methods and Transaction Charges

Payments may be made by international bank transfer (SWIFT), credit card, or another secure electronic method approved by Onzako Tours. Unless expressly included in the confirmed quotation, all bank charges, credit-card processing charges, currency-conversion costs, and other transaction fees are the client's responsibility. Onzako Tours must receive the full invoiced amount after any deductions.

3.6. Price Validity and Adjustments

Prices are quoted in United States dollars unless otherwise stated. After confirmation, Onzako Tours reserves the right to pass on increases arising from newly imposed or increased government taxes, VAT, park fees, permit fees, conservation fees, airline charges, fuel surcharges, or other mandatory charges beyond the Company's reasonable control. Any adjustment will be communicated in writing with an explanation of the applicable increase.

3.7. Included Services

The safari price includes only the services expressly identified in the client's confirmed custom itinerary and Booking Confirmation Document. Depending on the itinerary purchased, these may include:

• Luxury accommodations and meals specified in the confirmed itinerary;
• Scheduled domestic flights and private 4x4 safari transfers;
• National park entrance fees, concession fees, government taxes, and VAT;
• Gorilla, chimpanzee, or other activity permits expressly listed in the itinerary;
• The services of an Onzako Tour Director, specialist guide, or driver-guide;
• Standard refreshments provided in the safari vehicle or by participating accommodations;
• Gratuities for lodge and camp staff, restaurant waitpersons, and luggage porters;
• Porterage for up to two bags per guest at participating local airports and safari accommodations;
• One complimentary mid-safari laundry service of up to eight items per person; and
• Breakfast in bed on up to two mornings, where included and where the accommodation's schedule and operating conditions permit.

Services described as subject to availability, lodge schedules, weather, operational conditions, or supplier confirmation are not guaranteed until confirmed by Onzako Tours or the relevant supplier. Discretionary gratuities for the lead Resident Tour Director or Driver-Guide are excluded unless expressly stated otherwise in the confirmed itinerary.

3.8. Excluded Services and Personal Expenses

Unless expressly included in the confirmed custom itinerary, the safari price does not include:

• International flights to or from Uganda or private international air charters;
• Passport or visa fees and comprehensive travel insurance;
• Premium spirits, vintage wines, or luxury alcoholic beverages outside the standard inclusions;
• Discretionary gratuities for the lead Resident Tour Director or Driver-Guide;
• Personal purchases, medical expenses, vaccinations, or health documentation;
• Excess baggage charges or optional activities not listed in the confirmed itinerary; or
• Accommodation, meals, transportation, or transfers before the official start or after the formal conclusion of the safari.

4. Cancellations and Refunds

4.1. Cancellation by the Client

All cancellations must be submitted to Onzako Tours in writing; email is acceptable. A cancellation becomes effective on the date it is received and acknowledged by Onzako Tours.

Cancellation charges are calculated as a percentage of the total safari cost, excluding permit costs separately governed by Section 3.2:

A refund cannot exceed the amount actually received by Onzako Tours.

All gorilla and chimpanzee trekking permit payments are 100% non-refundable once the permits have been purchased. Permit costs are deducted from any refund otherwise due under the cancellation schedule, regardless of the cancellation timeframe or reason.

The client is strongly encouraged to obtain comprehensive travel insurance covering cancellation and curtailment from the date the booking is confirmed.

4.2. Cancellation or Material Change by Onzako Tours

Onzako Tours may cancel or materially alter a safari where necessary because of circumstances beyond its reasonable control, including political unrest, natural disasters, extreme weather, disease outbreaks, pandemics, government restrictions, park closures, airline disruptions, or other events of force majeure.

Where reasonably possible, Onzako Tours will offer an alternative safari date, a reasonably comparable alternative itinerary or destination, a credit for recoverable amounts paid subject to stated validity conditions, or a refund of recoverable amounts paid.

Any refund or credit will exclude gorilla and chimpanzee trekking permit costs once purchased, together with payments already made to airlines, accommodations, government authorities, or third-party suppliers that cannot reasonably be recovered. Onzako Tours will make reasonable efforts to recover or transfer other third-party payments but cannot guarantee that a provider will approve a refund, credit, or transfer.

5. Amendments and Changes

5.1. Amendments Requested by the Client

Any request to change a confirmed itinerary must be submitted in writing. Approved changes are subject to a USD 50 administrative fee per change, together with any fare differences, permit charges, cancellation fees, rebooking fees, or other costs imposed by lodges, airlines, government authorities, and third-party suppliers.

Changes involving gorilla, chimpanzee, or other restricted-access permits are subject to the issuing authority's rules and availability and cannot be guaranteed. A substantial change to the departure date, destination, traveler names, itinerary, or services may be treated as cancellation of the original booking and creation of a new booking, in which case Section 4 applies.

5.2. Changes Made by Onzako Tours

Onzako Tours will make every reasonable effort to operate the safari as described in the confirmed itinerary. Accommodations, routes, activities, domestic flights, guides, vehicles, or schedules may be adjusted where necessary because of weather, road conditions, wildlife movements, safety considerations, supplier availability, park regulations, flight schedules, or other operational circumstances.

Where a confirmed service becomes unavailable, Onzako Tours will make reasonable efforts to provide a suitable alternative of comparable character or standard and will communicate material changes as soon as reasonably possible.

6. Travel Documents and Insurance

6.1. Client Responsibility

The client is solely responsible for obtaining and carrying all required travel documentation, including a passport valid for at least six months beyond the intended return date, visas, health certificates, and evidence of compliance with immigration and entry requirements. Failure to satisfy these requirements may prevent travel and will be treated as a client cancellation.

6.2. Comprehensive Travel Insurance — Mandatory

Comprehensive travel insurance is mandatory for every client. Coverage must include personal accident, medical expenses, emergency evacuation and repatriation, loss of personal effects, and trip cancellation or curtailment. Emergency evacuation coverage is particularly important in remote safari areas. Proof of coverage must be provided to Onzako Tours no later than the final-payment date.

7. Liability, Indemnity, and Assumption of Risk

7.1. Assumption of Risk

The client acknowledges that safari and adventure travel, particularly in remote areas, inherently involves risks. By booking, the client acknowledges and accepts the ordinary risks associated with the journey, including injury, illness, delay, property damage, and loss.

7.2. Third-Party Suppliers and Limitation of Liability

Onzako Tours arranges certain services provided by independent third parties, including lodges, airlines, activity operators, and transport providers. To the extent permitted by applicable law, Onzako Tours is not responsible for injury, damage, loss, delay, or irregularity caused by the independent act or omission of a third-party supplier, except where Onzako Tours has failed to exercise reasonable care in selecting or arranging that supplier.

7.3. Indemnity

To the extent permitted by applicable law, the client agrees to indemnify and hold harmless Onzako Tours against claims, demands, losses, and reasonable costs arising from the client's unlawful conduct, willful misconduct, negligence, or material breach of these Terms and Conditions.

8. Client Conduct and Guide Authority

8.1. Conduct

Clients must respect local customs, communities, wildlife, the natural environment, fellow travelers, guides, and supplier personnel. Illegal, abusive, discriminatory, dangerous, or seriously disruptive conduct is prohibited.

8.2. Guide Authority

The decision of the appointed tour leader, guide, or Company representative regarding the immediate safety and well-being of the group is final. Onzako Tours may terminate a client's participation without refund where, in the guide's reasonable opinion, the client's conduct is illegal, seriously disruptive, or presents a danger to the client, wildlife, staff, communities, or other travelers.

9. Complaints Procedure

9.1. Local Reporting

A client should report any concern immediately to the tour leader, driver-guide, accommodation manager, or local representative so that the matter can be investigated and, where possible, resolved during the safari.

9.2. Formal Submission

If the concern is not resolved locally, the client must submit a formal written complaint to Onzako Tours within seven (7) days after completion of the safari, providing full details and relevant supporting evidence. A delayed complaint may limit the Company's ability to investigate or provide an effective remedy.

10. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Uganda. Subject to any mandatory law to the contrary, disputes arising from or relating to the agreement are subject to the jurisdiction of the competent courts of Uganda.

11. SMS Communications and Messaging

11.1. Consent for SMS Communication

By providing a telephone number and consenting to receive text messages, you agree to receive SMS communications from Onzako Tours at the number provided.

11.2. Types and Frequency of Communications

Messages may concern your safari booking, itinerary updates, billing notices, service alerts, or direct correspondence with your travel designer. Message frequency will vary according to your interactions with us and the status of your travel arrangements.

11.3. Messaging Charges and Delivery

Message and data rates may apply under your mobile carrier's plan, including different domestic and international charges. Mobile carriers are not responsible for delayed or undelivered messages.

11.4. Opting Out — STOP

You may opt out at any time by replying "STOP" to an SMS message from Onzako Tours or by contacting us directly. After processing the request, we may send one final message confirming that you have been unsubscribed.

11.5. Support — HELP

For assistance, reply "HELP" to an SMS message or contact admin@onzakotours.com.

11.6. Privacy

We respect your privacy. Mobile information and consent data collected through our SMS program will not be shared, sold, or leased to third parties for marketing purposes. For further information, please review our Privacy Policy.