Cancellation Policy

Draft: this policy is pending legal review and will be finalized before launch.

Before you've booked

Requesting a trip and discussing proposals is free. You can stop at any time before you accept a written proposal and pay nothing.

After you've booked

Every tailor-made trip combines different suppliers, such as lodges, airlines, guides and park authorities, each with their own conditions. So the change and cancellation terms for your trip are set out in your written proposal, and you see them before you accept it or pay.

• Cancellation charges usually increase closer to departure. Your proposal shows how.
• Some items may be non-refundable once booked, for example certain permits (such as gorilla trekking permits) and some flights. Your proposal says which.
• To cancel, contact us in writing using the details on our Contact page. The date we receive your message is the date used to work out any charges.

Changing your trip

Contact us as early as possible. We'll always try to help, but changes depend on availability and may involve charges from suppliers, which we'll explain before anything is changed.

If we or a supplier need to change your trip

If a significant change becomes necessary, for example because a lodge closes or a flight schedule changes, we'll tell you as soon as reasonably possible and offer suitable alternatives where available. What happens next follows the terms in your written proposal.

Travel insurance

We strongly recommend travel insurance that covers cancellation, taken out when you confirm your trip.

Questions

If anything is unclear, ask your travel designer before you accept your proposal. The terms in your accepted written proposal always apply to your trip.