Terms and Conditions

At Kwezi Safaris, our goal is to ensure that your holiday experience is seamless, enjoyable, and secure. We are committed to fair trading and strive to make every effort to meet your needs. The following terms and conditions are designed to protect your booking and outline our mutual responsibilities so that you can focus on enjoying your adventure with peace of mind.

A Look at our Terms and Conditions

Payment

To confirm your booking, we require you to sign our booking form, which indicates your acceptance of these terms, and pay the necessary deposit. The remaining balance is due 45 days before your departure. For bookings made within 45 days of departure, full payment is required at the time of confirmation. We offer several convenient payment methods, including bank transfers, online payments, or local credit/debit card payments at no extra cost. Please ensure that any bank charges incurred during transfers are covered by you.

Cancellation by You

We understand that plans may change, and if you need to cancel your holiday, we ask for written notice signed by the person who initially booked the trip. Cancellations will be effective from the date we receive your notice. Here’s how cancellations are handled:

• Cancellations made 60-30 days before departure: 20% of the safari cost is forfeited.
• Cancellations made 29-15 days before departure: 70% of the safari cost is forfeited.
• Cancellations made 14 days or less before departure: 100% of the safari cost is forfeited.

No refunds are available for no-shows or gorilla permits. If you postpone your trip, we only charge a 10% fee plus non-refundable gorilla permit costs.

Alterations by You

Should you need to make changes to your holiday booking, we kindly ask that you do so in writing. Any changes requested within 10 weeks of your departure will be treated as a cancellation, and charges will be applied according to the above cancellation policy.

Insurance

We recommend that all guests arrange their travel insurance with sufficient coverage for unforeseen circumstances. We have in place Amref Flying Doctors Insurance cover that includes a 24-hour emergency assistance service.

Room Sharing

For shared-room bookings, if we cannot match you with a roommate, you may need to accept a single room and pay the additional single supplement fee.

Responsible Tourism

We are deeply committed to responsible travel and strongly discourage the collection of any living specimens from the natural world. Our holidays are designed to allow you to watch and photograph wildlife without causing disruption.

Personal Belongings

Please note that all baggage and personal belongings are carried at the passenger's own risk throughout the safari.

Travel Documents

You are responsible for ensuring that all necessary travel documents (e.g., passport, visa, health certificates) are valid and up to date for your trip.

Safari Pricing

Your safari package includes transportation, meals, accommodation, and park entry fees as detailed in your itinerary. Be sure to review inclusions and exclusions for each itinerary. Pricing for confirmed safaris will not change, although website rates may vary.

Safari Transport

We provide a variety of vehicles, including pop-up safari minivans and 4x4 Land Cruisers, based on your itinerary and group size. We reserve the right to use subcontractors of the same high standard, and we offer driver guides fluent in English, German, French, Italian, and Spanish upon request.

Our Commitment to You

Once you’ve placed your booking, we require you to complete and return a safari booking form. While we will do everything possible to deliver the confirmed holiday arrangements, unforeseen events may force us to modify or cancel your booking. In such cases, we will promptly inform you and offer an alternative holiday or a refund of the applicable portion of your payment.

Complaints During Safari

If any issue arises during your safari, please notify your tour manager immediately (via email or WhatsApp) for swift resolution. If the issue remains unresolved, a written summary must be submitted to us within 15 days of your safari’s completion for investigation and response within 30 days.

Personalized Trip Planning

Travel consultants shall conduct comprehensive consultations to understand client preferences, interests, and travel objectives. Clients are to be guided in customizing itineraries, selecting unique experiences, and designing trips that reflect their personal styles and priorities, ensuring a tailored travel experience.

Prompt Communication

Client inquiries shall be addressed promptly to build trust and maintain clarity. Travel consultants are to ensure that all written or audio communications are responded to within 48 hours. Direct calls, whether video or phone, are to be handled during stipulated daytime hours or as agreed between the consultant and client.

Commitment to Sustainability

Kwezi Safaris' sustainability policy shall be integrated into every aspect of client consultation. Travel consultants shall educate clients about sustainable travel practices, including environmentally friendly accommodations, low-impact activities, and ways to contribute positively to local communities. Clients are to be encouraged to make choices that support conservation efforts and reduce their environmental footprint during their travels.

Destination Knowledge

Travel consultants shall possess in-depth knowledge of destinations, encompassing cultural heritage, wildlife, activities, and logistics. This expertise empowers clients to make well-informed decisions and establishes realistic expectations for their travel experience.

Visa and Transport Assistance

Travel consultants are to provide accurate, detailed guidance on visa application processes, including required documentation and timelines, tailored to the client’s destination. Assistance shall also include information about air travel options, ticketing, and any transportation-related inquiries.

Health and Safety

Clients are to be provided with timely and destination-specific health recommendations, such as required vaccinations and health precautions. Travel consultants shall also communicate potential safety issues related to destinations promptly to ensure client awareness and preparedness.

Quality Assurance

All service providers, including accommodations, transport operators, and excursion partners, shall be vetted thoroughly. Standards of quality and consistency shall be maintained to ensure client expectations are met or exceeded. Regular reviews of service providers will be conducted to uphold these standards.

Transfers

Airport and border transfer agents are to be dressed in identifiable gear, such as branded attire, and equipped with visible signage for ease of recognition by clients.

Excursion Guidelines

Travel consultants shall maintain regular communication with clients throughout their trips. They are to provide clear guidelines for excursions, ensuring that clients are informed about itineraries, safety measures, and cultural or environmental considerations.

Feedback Mechanism

Clients are to be encouraged to provide post-trip feedback. This feedback will be analyzed to identify opportunities for service improvement. The feedback mechanism is an integral part of maintaining exceptional standards and refining consultation practices.

Special Requests

If you have special requests or important personal information, such as dietary restrictions or physical accommodations, please notify us at the time of booking so we can ensure your needs are met.

Force Majeure

In the event of circumstances beyond our control (e.g., natural disasters, civil unrest, or government actions), Kwezi Safaris cannot be held liable for changes to your holiday. Should such events occur, we will do our best to offer alternatives but cannot compensate for any losses.

Our team at Kwezi Safaris is here to support you every step of the way, ensuring your holiday is as smooth and enjoyable as possible. Your satisfaction and safety are our top priorities, and we thank you for trusting us with your travel adventure.