Our Terms and Conditions

Introduction: The following Terms and Conditions (“Terms”) govern the booking and participation in tours/travel arrangements with Experiya Tour Company (“Experiya,” “we,” or “us”). By confirming a booking with us, you (“client,” “you,” or “traveler”) acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions, which form a binding contract between Experiya Tour Company and you. These Terms outline the rights and obligations of all parties and address important policies regarding bookings, payments, cancellations, liability, and traveler conduct. Please read them carefully. If you book on behalf of a group, you are deemed to have the authority to accept these Terms on behalf of all persons in the group. These Terms apply to all tours and services provided by Experiya, unless otherwise stated in a custom agreement. In the event of any conflict between these standard Terms and any special arrangements we confirmed in writing, the specific agreement will take precedence. No employee or agent of Experiya has the right to alter these Terms verbally; any changes or exceptions must be made in writing by an authorized representative of Experiya. Governing Law: This agreement and any disputes or claims arising from it shall be governed by the laws of the Republic of Uganda. By booking with us, you consent that any legal matters will be resolved in the jurisdiction of Uganda. (Nothing in these Terms affects your statutory rights under applicable law.) Below is a summary of our key policies:

1. Booking Process & Payment

1.1 Booking Confirmation: To reserve a safari or tour with Experiya, you must confirm the booking in writing (through our booking form or via email confirmation) and pay a deposit as outlined below. A booking is considered confirmed when we have received the required deposit and you have received a booking confirmation/invoice from us. We reserve the right to decline any booking at our discretion, in which case any payment made will be refunded.

1.2 Deposit: A deposit of 30% of the total tour price is required at the time of booking to secure your reservation, unless otherwise agreed by Experiya in writing. For certain bookings that involve securing permits or specific accommodations (for example, gorilla trekking permits or seasonal lodge reservations), a higher deposit or full payment for that component may be required upfront. We will notify you of any such requirements during the booking process. Deposits can be paid via bank transfer, credit card, or other agreed methods. By sending a deposit, you are agreeing to these Terms and entering a contract with us.

1.3 Balance Payment: The remaining balance of the tour cost is due no later than 60 days before the start of your tour, unless otherwise specified. If your booking is made within 60 days of the departure date, the full tour price is payable at the time of booking. Timely payment of the balance is essential. Failure to pay the balance by the due date will be treated as a cancellation by you (see Cancellation policy below), and cancellation fees may apply.

1.4 Payment Methods: We accept payments via international bank wire, major credit cards (Visa, MasterCard, and American Express), and other methods as communicated. Credit card payments may incur a small surcharge (we will advise you of any fees in advance). All payments should be made in the currency stated on your invoice (typically US Dollars). You are responsible for any bank charges or exchange rate fluctuations; please ensure the full invoiced amount is received net of fees.

1.5 Confirmation of Services: Once the deposit (or full payment, as applicable) is received, we will proceed to secure the services included in your itinerary (lodging, permits, transport, etc.). Many safari components (like gorilla permits or popular lodges) are in high demand, so prompt payment is crucial. All services are subject to availability at the time of booking. Experiya will send you a written confirmation and receipt for payments. If any aspect of your requested tour is unavailable, we will discuss alternatives with you before finalizing your booking. A contract will only exist when we have confirmed availability of all components and issued confirmation.

1.6 Price Guarantee: Upon receiving your deposit and issuing a confirmation, the cost of your tour as agreed is guaranteed (except for certain government-imposed increases or fuel surcharges, see below). We will not later increase the price due to exchange rate fluctuations or local price increases for booked services. However, if government bodies introduce new taxes, park fee increases, or fuel surcharges that directly affect the cost of your safari (and if these are announced after your booking confirmation), we reserve the right to pass on such additional costs. We will endeavor to inform you as soon as we become aware of these and will only pass on the direct difference in cost. In practice, such cases are rare.

1.7 What’s Included: Our safari packages typically include accommodation, meals as specified (B=Breakfast, L=Lunch, D=Dinner), bottled water in our vehicles, park entry fees, activity fees (game drives, treks, etc. as per itinerary), and the services of driver-guides and local guides. The inclusions for your specific tour will be detailed in your itinerary. We provide a written list of inclusions/exclusions so you know exactly what you are paying for – a reputable operator will always be transparent about this.

1.8 What’s Excluded: Unless expressly stated, tour prices do not include: international airfare to/from Africa, visas or travel documents, travel insurance, personal expenses (e.g. laundry, telephone calls, beverages not included with meals), tips/gratuities, and any optional activities not included in the itinerary. Some tours may also exclude certain meals or include them on a self-catering basis – check your itinerary for details. You are responsible for obtaining and paying for any vaccinations, health tests, or medical precautions required for travel. We will advise you on these but the cost is on you. Basically, any item not listed as included is not covered in the tour price.

2. Cancellations & Refunds

2.1 Cancellation by Client: If you need to cancel your tour after booking, you must notify Experiya in writing (by email). The cancellation is effective from the date we receive your written notification. The following cancellation charges will apply per person, based on the time prior to departure that we receive your notice:

• More than 60 days before departure: Loss of deposit only. We will refund any additional payments you’ve made beyond the deposit, minus any irrevocable costs we have incurred (for example, permits or non-refundable hotel deposits).
• 31 to 60 days before departure: 50% of the total tour price is forfeited. We will refund the remaining 50% of the tour price.
• 15 to 30 days before departure: 75% of the tour price is forfeited. We will refund 25% of the tour price.
• 14 days or less before departure (or no-show): 100% of the tour price is forfeited – no refund.

Please note that certain high-value permits or bookings (like gorilla permits) may be entirely non-refundable once secured, as per government/third-party policy. We will advise you at booking of any such exceptions and they will be considered in the above refund calculations. Travel insurance is strongly recommended to cover you in case you must cancel unexpectedly, as these cancellation fees are applied in all cases (including illness or other emergencies) because we often must pre-pay our suppliers and may not recoup those costs on short noticem.

2.2 Partial Cancellations: If some members of a traveling group cancel while others continue, the tour price may be adjusted based on the new group size. This could result in a per-person price increase for the remaining travelers (for example, if a single supplement becomes applicable or group rates are affected). We will communicate any such changes. The canceling party will be subject to the charges above, and any refunds due will be issued to the canceling party minus their share of any unrecoverable costs.

2.3 Cancellation by Experiya: We reserve the right to cancel a tour in certain circumstances. Typically, we do not cancel confirmed tours except for reasons of force majeure (see section 3.3) or failure on your part to pay the final balance. In the unlikely event that we must cancel your booking for reasons other than non-payment or misconduct, we will offer you alternative arrangements of comparable standard or a full refund of all monies paid to us for the tour. This refund will be the full extent of our liability, and we are not responsible for any incidental expenses you may have incurred (for example, visas, flights, vaccinations). If a refund is issued, it will be processed promptly.

2.4 Refund Process: Where a refund is due as per the above policies, Experiya will process it as soon as possible. Refunds will be made via the original payment method when feasible (e.g., to the same bank account or credit card you used). Please note that banks and credit card companies may take some time to process the refund; we will provide documentation of the refund on request. Any agreed refunds will be made net of any transfer fees or charges we cannot recover.

2.5 Changes Instead of Cancellation: If you wish to change your travel dates or alter your itinerary rather than outright cancel, we will do our best to accommodate, subject to availability and feasibility. Changing your trip may still incur fees (for example, if hotels impose change fees or new dates fall in a higher season rate). We’ll communicate any cost differences or penalties before confirming changes. If you request significant changes close to the departure date, it may be treated as a cancellation and rebooking. See section 3.1 on trip changes for more details.

3. Changes & Force Majeure

3.1 Changes by You (Trip Modifications): If you request a change to your confirmed booking (such as different dates, route alterations, adding or removing services), please inform us in writing as early as possible. While we are not obligated to make changes, we understand plans can evolve and will assist if we can. Changes are subject to availability of arrangements and may involve additional costs. You will be responsible for any increase in price (for example, if you move your tour to a more expensive season or upgrade accommodations). We will provide a quote for the changes for your approval. Note: Major changes requested close to departure might be treated as a cancellation (with fees per section 2.1) and a new booking, especially if arrangements have already been finalized and paid. Minor adjustments (like adding an activity or extending a stay by a day) are usually easier to manage. Each case will be discussed with you individually.

3.2 Changes by Experiya (Prior to departure): We plan your safari arrangements well in advance, but occasionally we may need to make changes for reasons beyond our control or to improve your experience. If we have to make a significant change to a major aspect of your tour (e.g., change of a core lodge, date, or destination), we will inform you as soon as possible and offer you a choice of accepting the change, accepting an alternative arrangement of comparable value, or canceling for a full refund. A significant change is something like a change in start date, a switch of a national park or country, or a downgrade in accommodation standard. A minor change (route timing adjustments, different restaurant for lunch, similar standard lodge substitution, etc.) may not be explicitly communicated, as long as it does not materially affect the tour’s nature. Rest assured, any changes we make are done in good faith to either address issues or ensure the smooth operation of the tour. We strive to not alter the essence of your trip, and substitutions (like replacing a lodge) will be of equivalent or better quality whenever possible.

3.3 Trips during Force Majeure / Unavoidable Events: Experiya cannot accept liability or pay compensation for losses caused by “force majeure” or circumstances beyond our control. These include, but are not limited to: acts of God (natural disasters such as earthquakes, hurricanes, floods), epidemics/pandemics, war or significant security threats, civil unrest or strikes, government actions (such as border closures, travel advisories), or any other unusual and unforeseeable events outside our influence. If such events occur and affect your tour, we will do our best to make alternate arrangements or postpone the trip, but we will not be held responsible for changes to your itinerary or any resulting costs/losses. For example, if heavy flooding closes a national park you were due to visit, we may substitute a different destination or reschedule the trip after consulting with you. Any additional costs for modifications due to force majeure (or savings, if any) will be fairly addressed – often our suppliers will give future credits rather than refunds in such scenarios, and we will pass those on to you. Travel insurance is again crucial; it may cover some losses related to force majeure that we legally cannot.

3.4 Changes During the Tour: Once your safari has commenced, your guide or our office may adjust the itinerary if unforeseen conditions require it (for instance, road closures, weather issues, or safety concerns). The African bush can be unpredictable – flexibility is sometimes needed for the best experience. We reserve the right to vary the order of activities, routing, or lodging if operationally necessary during the trip. Any changes will be made with your knowledge and for your benefit or safety. We will try to provide an equivalent experience in case an activity is canceled (e.g., if a scheduled bush walk is rained out, perhaps a cultural visit might be arranged as a substitute). No refunds will be given for events beyond our control that impede tour activities (for example, wildlife being elusive or weather canceling a balloon flight), but if we can obtain refunds from suppliers for missed services, we will pass those to you.

3.5 Minimum Participants and Group Travel: Some of our tours are based on a minimum number of participants (particularly fixed departure group tours). If the minimum number is not reached, we reserve the right to cancel or postpone the tour. We will notify you well in advance (at least 30 days prior to departure) if a group tour must be canceled for low enrollment, and you’ll receive a full refund or option to join another date. This does not apply to private tailor-made safaris.

4. Travel Documentation & Health

4.1 Passports & Visas: It is your responsibility to ensure that you have a valid passport (with at least 6 months validity from your date of entry and sufficient blank pages) and any required visas for all countries you will visit on your tour. This includes transit visas if applicable. Experiya can provide general guidance on visa requirements and assist with invitation letters if needed, but obtaining the correct visas is ultimately up to you. We are not liable if you are refused entry to a country due to improper documentation. Any costs incurred as a result (e.g., flight changes, fines, tour interruptions) will be borne by the traveler. We recommend checking with the embassies of Uganda, and any other countries on your itinerary (such as Kenya, Rwanda, Tanzania), well in advance of travel to confirm visa processes. Many East African countries offer e-visas or visa-on-arrival for tourists, but rules can change.

4.2 Immunizations & Health Requirements: All travelers are responsible for meeting the health requirements of the regions they are visiting. This may include mandatory vaccinations (e.g., Yellow Fever vaccination is required for entry into Uganda and some neighboring countries, and proof via a Yellow Card may be asked for at the border). We highly recommend visiting a travel health clinic or consulting your doctor at least 6-8 weeks before travel to discuss recommended vaccines (such as yellow fever, typhoid, hepatitis, etc.) and prophylactic medications (like anti-malarials). It is your responsibility to follow this medical advice. Also, you should bring any personal medications you require, as rural pharmacies may not stock certain prescriptions. Inform us of any pre-existing medical conditions or allergies so we can prepare to accommodate you. By booking, you self-certify that you are physically fit for the itinerary you chose (for example, if your tour involves mountain gorilla trekking, you should be capable of several hours of strenuous hiking). If you have any doubts about your health relative to the tour, please seek medical advice and discuss with us.

4.3 Travel Insurance: Travel insurance is strongly recommended for all Experiya clients, and in some cases may be mandatory. Your insurance should cover (at minimum) trip cancellation or curtailment, medical expenses (including evacuation and repatriation in the event of serious illness or injury), and loss or theft of belongings. We also recommend coverage for trip delays or missed connections. Experiya Tour Company is not responsible for client injuries, medical costs, or losses during the tour – having appropriate insurance is the only way to mitigate financial risk in such events. You should carry proof of insurance (an emergency card or policy document) with you. If you need guidance on insurance providers, we can offer suggestions, but we do not sell insurance. Please read your policy to ensure it is comprehensive for safari activities (for instance, some basic policies might not cover adventurous activities or specific countries; make sure wildlife safaris, hiking, etc., are covered). In case of a claim, you will be directly dealing with your insurance company, but we will assist in providing any necessary documentation (like invoices or incident reports) to support your claim.

5. Our Responsibilities and Limitations of Liability

5.1 Provision of Services: Experiya Tour Company undertakes to provide the tour as outlined in your final itinerary and confirmation, with reasonable skill and care. We select reputable accommodation, reliable transportation, and qualified staff/guides to work with. However, you acknowledge that aspects of travel in East Africa might not always meet Western standards; facilities and services may occasionally be of a different or lower standard than those in your home country. We commit to doing our best to deliver a safe, enjoyable experience and to rectify any shortcomings within our control.

5.2 Third-Party Suppliers: Many elements of your tour (flights, hotel stays, safari activities, etc.) are provided by independent suppliers (lodges, airlines, etc.) that are not wholly owned or managed by Experiya. We act as an agent or intermediary for these suppliers. While we carefully vet partners and seek the best quality, we cannot guarantee their performance or be held liable for the acts or omissions of these third parties. Each of these suppliers is responsible for their portion of the tour and may have their own terms and limitations of liability (often governed by international conventions or local laws). For instance, an airline’s liability for baggage is typically limited by law. By booking with Experiya, you consent that any claim for loss, injury, or damage that arises from the conduct of a third-party supplier (e.g., a hotel or transport company) will be addressed to that supplier directly and will be subject to their terms.

5.3 Accuracy of Information: We try hard to ensure that all information we provide, whether on our website, brochures, or in personal communication, is accurate and up-to-date. However, tour details are prepared in advance and changes can occur. For example, park entry fees may increase, hotel amenities might change, or distances could be approximate. We will inform you of any material changes we become aware of, but we cannot be held liable for every minor inaccuracy or unforeseen modification. Photographs and descriptions are for illustrative purposes and do not imply a guarantee that the exact scenes will be viewed as depicted.

5.4 Wildlife Sightings: We cannot guarantee the sighting of any specific wildlife species during your safari. Our guides are experts at finding animals and we plan itineraries in the right habitats and seasons for the best chances. However, wildlife is unpredictable and nature offers no guarantees. For example, obtaining a gorilla trekking permit gives you the opportunity to trek gorillas, but seeing them, while very likely, is not 100% assured (though success rates are extremely high, and park authorities usually offer some compensation in the rare event of no sighting). Similarly, while on safari drives, we cannot promise sightings of particular animals (like the Big Five), though our guides maximize your chances. No refunds are given for absence of wildlife sightings. The adventure is in the search and the wild nature of the experience.

5.5 Limitation of Liability: Experiya’s liability to you is limited. We are not responsible for any indirect or consequential losses (such as lost profits, missed flights, or lost enjoyment) arising from any aspect of your trip. In all cases, our maximum liability is limited to the amount you have paid us for the tour. We do not exclude liability for death or personal injury caused by our negligence or that of our direct employees, or for any other liability which cannot be excluded under law. However, we assume no liability for events that are beyond our direct control. This includes any loss, injury, or damage attributable to occurrences such as acts of God, force majeure events (see section 3.3), your own actions or omissions, or those of third parties unconnected with our services. You participate in the tour at your own risk. Many safari activities carry inherent risks (e.g., wild animal encounters, traveling on bumpy roads, walking on uneven terrain). By booking, you understand these risks and agree that, to the fullest extent permitted by law, you will not hold Experiya Tour Company responsible for any harm to you or your property that may occur during the tour, except where such harm is directly due to our negligence.

5.6 Indemnification: You agree to indemnify and hold harmless Experiya Tour Company and its employees from any and all claims, damages, losses, or expenses (including legal fees) arising out of or in connection with your breach of these Terms, your improper or unsafe conduct, or any fraudulent/intentional wrongdoing by you during the tour.

6. Client Responsibilities & Conduct

6.1 Travel Conduct: We expect clients to behave in a manner that is respectful to their fellow travelers, our staff, and local people, as well as considerate of wildlife and environments visited. You must adhere to the instructions of our guides and driver-guides, especially concerning safety (for example, following rules on when you can exit the safari vehicle, keeping a distance from animals, or wearing life jackets on boat rides). Harassment, excessive intoxication, or any behavior that causes danger, distress, or annoyance to others is not acceptable. Experiya reserves the right to terminate your trip (or that of any member of your group) if, in our reasonable opinion or that of a guide/leader, your behavior is causing or is likely to cause danger, accident, or severe disruption. In such case, we will not be liable to refund any portion of the tour cost, and any extra expenses incurred due to the termination (e.g., escorting you out, transport back to base) will be your responsibility.

6.2 Compliance with Laws and Customs: While on tour, you are required to comply with the local laws of Uganda and any other country visited. This includes immigration regulations, park rules, and cultural norms (for instance, respecting dress codes or photography restrictions where applicable). If you commit any illegal act (such as drug use, theft, or harming wildlife which is strictly illegal), we have the right to terminate your participation without refund and you may be subject to legal action by local authorities.

6.3 Fitness to Travel: You are responsible for selecting a trip appropriate to your abilities and interests. It is also your duty to be in sufficient health to undertake the tour. If you have any medical, physical, or other conditions that could affect your participation, you must inform us honestly at the time of booking. We can advise you on the suitability of the trip and make efforts to accommodate special needs where possible. We may request a doctor’s certificate of fitness for challenging activities like high-altitude treks. If during the tour it becomes evident that you are unfit or it is unsafe for you to continue (for example, a severe health issue arises), the guide may arrange for you to return to a safe location or seek medical assistance. Any costs associated with this (medical treatment, evacuation, etc.) will be your responsibility, which is why travel insurance is critical. We’ll assist but cannot cover these unforeseen personal expenses.

6.4 Equipment and Belongings: You must take care of any equipment provided to you during the safari (e.g., camping gear, binoculars in vehicles, etc.) and return it in good condition. You are also responsible for your personal belongings. Keep valuables secure and be mindful of your luggage. While our staff will help, unattended belongings in public areas (like hotels or vehicles) are at your own risk. We advise using safes where available and not bringing irreplaceable items on safari.

6.5 Complaints during Tour: If you have any issue or dissatisfaction during the trip, please notify your Experiya guide or our main office immediately, so we have the opportunity to address it on the spot. We genuinely want to resolve any problems and ensure you have a great experience. Whether it’s a room issue, food concern, or personality clash, let us know and we will do what we can. Failure to alert us at the time may affect our ability to investigate and resolve your complaint later. In the unlikely event that a problem was not resolved locally to your satisfaction and you wish to lodge a formal complaint, please do so in writing within 30 days of the end of your tour. We will review and respond in detail. We maintain a high standard, but feedback helps us improve.

7. Additional Terms

7.1 Photography: We often have a camera on hand to capture the special moments of our tours. We may take photos or videos during your safari (with respect and without disrupting your experience). These images may be used by Experiya for promotional purposes (such as on our website or social media). If you strongly prefer that your image not be used, please inform us and/or your guide, and we will honor your privacy. Conversely, we love to see and share the amazing photos our clients take. If you have snapshots or testimonials you’d like to share with future travelers, we appreciate it (but that’s entirely up to you).

7.2 Optional Activities: During your safari, there might be opportunities to engage in extra optional activities not included in your itinerary (for example, a hot air balloon ride, a village craft workshop, etc.). If you choose to participate in any such activities, you do so at your own discretion. Any contract for those activities will be between you and the activity provider, not Experiya, even if our guide helps arrange it. We are not liable for the quality or safety of optional excursions we do not operate, though we will only recommend reputable options. You should ensure you have insurance coverage for any such activities if they are riskier (e.g., ballooning or rafting).

7.3 Special Requests: Any special requests (dietary requirements, room preferences like adjoining rooms or specific bedding, special occasions, etc.) should be communicated to us at the time of booking. We will note and pass on all such requests to our suppliers, and do our utmost to accommodate them. However, special requests are not guaranteed and do not form part of our contractual obligations. For instance, we can request a vegetarian menu or a particular tent location, but availability is up to the hotel/lodge. We will confirm wherever possible and let you know if a request cannot be met.

7.4 Financial Protection: Experiya Tour Company operates in compliance with Uganda Tourism Board regulations for tour operators. While Uganda does not have an official bonding scheme like some countries, we maintain our own client trust practices. Funds you pay us are used to secure your tour services. We also carry public liability insurance. We want you to feel secure that your booking is in good hands. If you have any concern about payment safety or protection, please discuss with us – we can provide references from past clients or industry affiliations to reassure you of our credibility.

7.5 Changes to Terms: These Terms and Conditions are subject to change without prior notice, although the Terms that were in effect at the time of your booking will generally govern your trip. We will notify you of any substantial changes that could affect existing bookings.

7.6 Entire Agreement: This document, along with any itinerary, invoice, or written amendments provided by Experiya, constitutes the entire agreement between you and Experiya Tour Company. It supersedes all prior or contemporaneous communications (whether oral or written). No representation or statement outside of this contract will have legal effect. By booking a tour with Experiya Tour Company, you affirm that you have read these Terms and Conditions and agree to abide by them. We greatly appreciate your understanding and cooperation. These guidelines help ensure everyone has a safe, enjoyable adventure. Thank you for choosing Experiya Tour Company. We look forward to providing you with an unforgettable East African safari experience and to exceeding your expectations every step of the way! Safe travels and see you on safari!