Refund Policy

At West Tours Uganda, we believe in transparency and fairness. This Refund Policy explains how refunds are processed when a booking is cancelled, amended, or interrupted. It applies to all tours and services booked directly with West Tours Uganda.

Please read this policy carefully alongside our Cancellation & Amendment Policy and Terms & Conditions.

ELIGIBILITY FOR REFUNDS

Refunds are determined by the date we receive your written cancellation notice. The amount refunded depends on the type of service booked and the timing of your cancellation.

1.1. Refunds for Land Services

(Accommodation, Transport, Game Drives, Boat Cruises, Park Entrance Fees, Cultural Visits, and Meals)

1.2. Refunds for Gorilla & Chimpanzee Permits

Gorilla and chimpanzee trekking permits are purchased from the Uganda Wildlife Authority (UWA) and Rwanda Development Board (RDB). These are strictly non-refundable. There is no cash refund available under any circumstances.

However, West Tours Uganda will assist you in rescheduling your permit to a new available date, subject to:

• Availability of permits on your preferred new date.

• A rebooking fee charged by UWA/RDB (typically 10–20%).

• An administrative processing fee of $50 USD per permit by West Tours Uganda.

Important: The permit funds are held as credit with UWA/RDB—they cannot be converted into a cash refund.

1.3. Refunds for Deposits

The 30% deposit paid at the time of booking is non-refundable. It secures your accommodation, guides, and permits. If you cancel, your deposit will be retained to cover our planning and administrative costs.

REFUND PROCESSING TIMELINE

We aim to process all eligible refunds as quickly as possible. Please allow the following timeframes from the date we receive your written cancellation request:

Note: The processing time begins after we have confirmed the cancellation and calculated the refund amount. If your cancellation requires rescheduling a permit, the refund for land services may be processed separately once the permit status is confirmed.

REFUND METHOD

All refunds will be returned to the original payment method used at the time of booking.

• Bank Transfers: Refunds will be sent to the same bank account from which the payment originated.

• Credit/Debit Cards: Refunds will be credited back to the same card.

• PayPal: Refunds will be processed to the original PayPal account.

Please Note: West Tours Uganda is not responsible for any currency exchange rate fluctuations that occur between the time of your original payment and the refund. The refund amount will be calculated in USD, and your bank or payment provider will determine the exchange rate applied to your account.

DEDUCTIONS & FEES

The following deductions may apply to your refund:

SECTION 5: REFUNDS FOR FORCE MAJEURE

In the event of unforeseen circumstances beyond our control—including but not limited to natural disasters, political unrest, government-imposed travel bans, park closures, or public health emergencies (e.g., pandemics)—West Tours Uganda will work with you to reschedule your safari to a later date.

• If rescheduling is possible: Your funds will be transferred to the new booking date without penalty (excluding permit rebooking fees charged by UWA/RDB).

• If rescheduling is not possible: We will refund any recoverable funds from our suppliers (lodges, transport providers) minus the non-refundable permit costs and any unrecoverable deposits. We will provide a full breakdown of deductions.

West Tours Uganda will act as your advocate with all third-party suppliers to maximize your refund in these situations.

PARTIAL REFUNDS & UNUSED SERVICES

There are no refunds for unused services that you voluntarily choose to skip during your safari, including but not limited to:

• Skipping a game drive, boat cruise, or nature walk.

• Cutting a gorilla or chimpanzee trek short.

• Checking out of accommodation early.

• Missing meals.

The only exceptions to this rule are:

• Medical emergencies—supported by a doctor’s note or hospital admission record.

• Adverse weather conditions—where the activity is officially cancelled by the park authorities.

If a park authority cancels an activity due to weather or safety concerns, we will apply for a refund on your behalf from the respective authority. These refunds are subject to the authority’s own refund policies.

HOW TO REQUEST A REFUND

To request a refund, you must provide a written cancellation notice via one of the following methods:

📧 Email: booking@westtoursuganda.com
📞 Call/WhatsApp: +256- 743 446969

Your request must include:

1. Your Booking Reference Number.

2. The Full Name(s) on the booking.

3. The Original Travel Dates.

4. A clear statement requesting cancellation and refund.

Important: The cancellation date is considered to be the date we receive your written notice. Verbal cancellations are not accepted.

DISPUTE RESOLUTION

If you believe a refund has been incorrectly calculated or processed, please contact us in writing within 14 days of receiving your refund confirmation. We will:

1. Acknowledge your dispute within 48 hours.

2. Investigate the issue thoroughly.

3. Provide a written response and, if applicable, an adjusted refund within 14 business days.

If a resolution cannot be reached, the matter will be governed by the laws of the Republic of Uganda, with the exclusive jurisdiction of the courts in Kampala, Uganda.

CONTACT US

If you have any questions about this Refund Policy, please do not hesitate to reach out to us:

📧 Email: booking@westtoursuganda.com
📞 Call/WhatsApp: +256- 743 446969
🌐 Website: www.westtoursuganda.com

ACKNOWLEDGEMENT

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

1. You have read, understood, and accepted this Refund Policy.

2. You understand that gorilla and chimpanzee trekking permits are strictly non-refundable.

3. You accept that refunds for land services are calculated based on the cancellation schedule.

4. You agree to the refund processing timelines and potential deductions.