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Terms And Conditions

Table of Contents

Welcome to West Tours Uganda. These Terms & Conditions govern all bookings, tours, and services provided by West Tours Uganda (hereinafter referred to as “the Company,” “we,” “us,” or “our”). By making a booking with us, you (the client) agree to be bound by these terms and conditions.

Please read them carefully. If you have any questions, please contact us before booking.

BOOKING CONTRACT

A binding contract between you and West Tours Uganda comes into effect when:

  1. You submit a completed booking request (online, email, or phone).
  2. We provide you with a written confirmation and invoice.
  3. You pay the required deposit.

We reserve the right to decline any booking at our discretion. All bookings are subject to availability at the time of confirmation.

PAYMENT TERMS

2.1. Deposit

To secure your booking, a non-refundable deposit of 30% of the total tour cost is required at the time of confirmation. For bookings that include gorilla or chimpanzee permits, the full permit cost must be paid upfront alongside the deposit, as these are purchased immediately from the Uganda Wildlife Authority (UWA) or Rwanda Development Board (RDB).

2.2. Final Payment

The final balance must be paid no later than 60 days prior to your scheduled arrival date. If the booking is made within 60 days of arrival, the full payment is due immediately upon confirmation.

2.3. Payment Methods

We accept:

  • Bank Transfer (USD / EUR / UGX)
  • Credit Card (Visa, Mastercard) – subject to a 3% processing fee
  • PayPal
  • Cash (in-person only)

2.4. Late Payment

If the final balance is not received by the due date, we reserve the right to treat your booking as cancelled, and the cancellation charges outlined in our Cancellation Policy will apply.

PRICES & SURCHARGES

3.1. Price Guarantee

All prices quoted at the time of booking are based on current exchange rates, government taxes, and supplier tariffs. We guarantee the price of your safari at the time of confirmation and receipt of your deposit.

3.2. Surcharges

We reserve the right to pass on any increase in costs due to:

  • Government-imposed taxes or fees
  • Increases in park entrance fees or gorilla permit costs
  • Significant currency fluctuations (greater than 10%)
  • Fuel surcharges

We will notify you in writing of any surcharge within 30 days of the change. If the surcharge exceeds 10% of the total tour price, you have the right to cancel your booking and receive a full refund (excluding permit costs, which are non-refundable as per UWA/RDB regulations).

CANCELLATIONS & AMENDMENTS

All cancellations and amendments are subject to our Cancellation & Amendment Policy, which is published separately on our website and included in your booking confirmation.

Key highlights:

  • Gorilla and chimpanzee trekking permits are non-refundable but may be rescheduled (subject to fees and availability).
  • Land services are refundable on a sliding scale (100% at 90+ days, 70% at 30–90 days, 20% at 1–7 days).
  • No-shows receive no refund.

TRAVEL INSURANCE – MANDATORY

West Tours Uganda requires all clients to hold comprehensive travel insurance that covers:

  • Trip cancellation and curtailment
  • Emergency medical evacuation (including helicopter evacuation from remote national parks)
  • Medical expenses and hospitalisation
  • Personal liability
  • Lost, stolen, or damaged luggage and personal effects
  • Adventure activities (including gorilla and chimpanzee trekking)

You are responsible for ensuring your insurance policy covers all activities included in your itinerary. We reserve the right to request proof of insurance prior to the start of your safari.

We strongly advise you to purchase insurance at the time of booking your safari.

PASSPORTS, VISAS & HEALTH REQUIREMENTS

6.1. Passports

It is your responsibility to ensure that your passport is valid for at least six months beyond your intended departure date from East Africa.

6.2. Visas

  • Uganda: A tourist visa (single entry, $50 USD) is required for most nationalities and can be obtained on arrival or online in advance.
  • Rwanda: A tourist visa is required for most nationalities. Citizens of certain countries receive visa-free entry. We recommend checking the Rwanda Directorate General of Immigration & Emigration website before travel.
  • East African Tourist Visa: A combined visa ($100 USD) allows multiple entries across Uganda, Rwanda, and Kenya within 90 days. We can advise if this is suitable for your itinerary.

6.3. Health Requirements

  • Yellow Fever Vaccination: A valid Yellow Fever certificate is mandatory for entry into both Uganda and Rwanda.
  • Malaria Prophylaxis: We strongly recommend taking anti-malarial medication. Consult your travel doctor 4–6 weeks before departure.
  • COVID-19: Any current health entry requirements (testing, vaccination certificates) must be met. These change frequently; we will advise you of the latest regulations prior to departure.
  • General Health: Gorilla trekking is physically demanding. You must be in good health and physically fit. If you have any pre-existing medical conditions, please inform us at the time of booking.

CLIENT RESPONSIBILITIES

7.1. Physical Fitness & Minimum Age

  • Gorilla and Chimpanzee Trekking: Participants must be at least 15 years of age. There is no maximum age, but trekkers must be in good physical health capable of hiking for 2–6 hours over steep, muddy, and uneven terrain.
  • Pregnancy: Pregnant women are strongly advised against gorilla trekking. Please consult your doctor.
  • Medical Conditions: You must declare any medical conditions, allergies, or physical limitations that could affect your participation in the safari.

7.2. Conduct & Wildlife Rules

  • Clients must adhere strictly to the rules and regulations set by the Uganda Wildlife Authority (UWA) and Rwanda Development Board (RDB) during all park activities.
  • During gorilla encounters, you must maintain the required minimum distance (10m in Uganda, 7m in Rwanda), wear a face mask, refrain from eating or drinking, and never use flash photography.
  • Any client whose behavior endangers wildlife, disrupts other travelers, or violates park regulations may be excluded from the activity without refund.

7.3. Damage to Property

Clients are responsible for any damage they cause to accommodation, safari vehicles, or equipment during the tour. The cost of repair or replacement will be charged to the client.

7.4. Luggage

We recommend soft-sided duffel bags (maximum 15–20 kg / 33–44 lbs) rather than hard suitcases, due to limited space in safari vehicles and small charter aircraft.

LIABILITY & FORCE MAJEURE

8.1. Limitation of Liability

West Tours Uganda acts as a ground handler and tour operator. We utilize third-party suppliers, including hotels, lodges, airlines, and transport providers. While we select our partners carefully, we are not liable for:

  • Personal injury, illness, or death arising from activities or third-party negligence.
  • Loss, theft, or damage to personal belongings.
  • Delays, cancellations, or overbooking by airlines, lodges, or other independent suppliers.
  • Changes to itineraries necessitated by weather, road conditions, park closures, or wildlife movements.

However, we will do our utmost to assist you in resolving any issues and will provide professional, experienced guides to ensure your safety and enjoyment.

8.2. Force Majeure

West Tours Uganda shall not be liable for any failure to perform its obligations if such failure is caused by events beyond its reasonable control (“Force Majeure”). These events include but are not limited to:

  • Natural disasters (earthquakes, floods, fires, volcanic eruptions)
  • War, civil unrest, terrorism, or political instability
  • Government travel bans, park closures, or public health emergencies (e.g., pandemics)
  • Strikes or industrial action affecting transport or services

In such cases, we will work with you to reschedule your safari or recover as much of your payment as possible from our suppliers. However, we cannot guarantee refunds for costs already incurred on your behalf.

COMPLAINTS PROCEDURE

We are committed to providing you with an exceptional safari experience. However, if you encounter any issues during your trip, please follow this procedure:

  1. Notify your guide or our office immediately while you are on the safari. Many issues can be resolved quickly on the ground if we are made aware of them in real-time.
  2. If the issue is not resolved to your satisfaction, please submit a formal written complaint to our Reservations Manager within 14 days of your return home.
  3. We will acknowledge your complaint within 48 hours and provide a full response within 14 working days.

PHOTOGRAPHY & MARKETING

We love capturing the incredible moments our clients experience. However, your privacy is important to us.

  • West Tours Uganda retains the right to use photographs and videos taken by our guides during your safari for marketing and promotional purposes (website, social media, brochures).
  • If you do not wish for your image to be used, you must notify us in writing prior to departure.
  • We will never use your images in a manner that is defamatory or embarrassing.

GOVERNING LAW & JURISDICTION

These Terms & Conditions shall be governed by and construed in accordance with the laws of the Republic of Uganda. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Kampala, Uganda.

SEVERABILITY

If any provision of these Terms & Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

ACKNOWLEDGEMENT

By making a booking with West Tours Uganda, you acknowledge that:

  1. You have read, understood, and accepted these Terms & Conditions.
  2. You accept full responsibility for your own safety, health, and compliance with local laws and park regulations.
  3. You have provided accurate and truthful information regarding your health, fitness, and any special requirements.