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Home arrow RsvnTerms & Conditions

Reservations Terms & Conditions

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Karibu Rwanda Ltd, is registered in England No 06645429. here after referred to as, "the company". The company provides reservations for accommodation, car rental, flights and consultancy services for holidays and safari services in Uganda and Rwanda, and by specific arrangement, in other neighbouring countries. The provision of our services is subject to the company's General Terms and Conditions set out below, which clients/agents should read carefully as they set out the respective obligations of the company and clients/agents and form together with thebooking confirmation and the reservation/safari programme the basis of the contract between the two parties. By accepting the company’s booking confirmation, the client/agent confirms acceptance of these terms and conditions. Clients must accept that conditions in Africa are not the same as those in developed countries and standards of service, medical facilities, safety and security may be lower than those in their home countries. They should also be fit and healthy before travel.

All quotations are valid for a period of 30 days. The company will hold a provisional booking for a period not exceeding 7 days from date of provisional booking notification. If a client/agent needs a longer time he/she is advised to inform the company accordingly. The company reserves the right to refuse a longer provisional booking period. No provisional bookings can be given regarding gorilla permits and airfare quotes are estimates only and are subject to change until the ticket is issued. Once a client/agent agrees on the quotation/offer, the company will issue a “ booking confirmation” and send it by e-mail to the client/agent together with the General Terms and Conditions and an inscription form. The booking confirmation will show all details of the reservation/ safari agreed on, including price, payment terms and bank references. Client/agent should ensure all facts are clear and forward all remarks within a cooling off period of 3 days. After the cooling off period, the booking confirmation will be considered as accepted and the booking made. The client/agent willforward the inscription form by mail/fax/e-mail together with a copy of the passports ofthe participants. Alterations to bookings can be made by mutual agreement and will be assessed by penalties imposed on us by our suppliers (hotels, lodges, gorilla permits, etc).

Payments are made to Karibu Rwanda Ltd by a bank to bank wireTransfer or paypal. Client/agent will respect the payment terms and forward a non-refundable deposit as agreed. The balance is due 45 days before departure unless otherwise specified.If the booking is made within 45 days of departure the full amount must be paid at the time of booking. The reservation/safari must be fully prepaid, otherwise the services booked will not be provided. The company reserves the right to cancel a booking at any time when thedeposit/balance has not been paid within the delays indicated by the booking confirmation. All cancellations will be notified in writing. If the client/agent wishes to cancel a reservation/safari, the following cancellation fees will apply:

  • More than 45 days before departure loss of deposit.
  • Between 45 days and 15 days loss of 50 % of the safari/reservation price.
  • Less than 15 days loss of the full amount of the safari/reservation price.
The company will not cancel a reservation/safari or other travel arrangement once the client has paid in full unless a group does not have the minimum required participants for a safari or for any other adverse reason beyond the control of the company (Force Majeure). In the event of any cancellation the company will inform the clients without delay and will make every effort to offer a comparable alternative.


GORILLA PERMITS(if applicable)
The client/agent acknowledges that gorilla permits have to be booked and paid for a long timein advance and that they are subject to the guidance notes below: On receipt of payment the company books permits for gorilla tracking in the relevant National Park as agreed with the client/agent at the time of booking. The company will purchase the gorilla permits immediately during the next working day and send a confirmation to the client within 24hours. As per Uganda/Rwanda Wildlife Authority the client/agent needs to forward the passports’ details of participants.Gorilla permits fees are non-refundable,unless refunds are made available by the relevant issuing authority. If refunds are made available by the relevant authority, the company shall pass them on to the client/agent, after having received the funds. Getting a gorilla permit is not a guarantee of seeing gorillas as local conditions sometimes mean that access to the gorillas is made impossible at short notice. The company cannot be held responsible or liable for any circumstance that might lead to gorilla viewing being cancelled, whether it is closure of the National Park or borders; absence of the gorillas;security alerts etc. In this event refunds are at the discretion of the relevant authority and not within the company's control. Clients should be fit and healthy when undertaking thegorilla trekking.

INSURANCE(especially for safaris)
All clients must have adequate insurance cover for the duration of the reservation/ safari. Such insurance should fully cover death, personal injury, medical expenses, repatriation in the event of accident , illness or death, cancellation or curtailment of the safari and loss of, damage to, or theft of the clients' personal property. Activities with a greater inherent risk, such as mountaineering, animal tracking on foot, white-water rafting should be covered. The company will not be held responsible or liable in any circumstances if the client is not properly insured. Theft, personal injury or any disruption to arrangements should be reported immediately to the company and where necessary to the nearest police station.

Every passenger must be in possession of a current passport valid for at least six months from the date of departure, round-trip airline ticket, and have adequate funds for the duration of the stay. Obtaining a passport and health certificate with the required inoculations is the responsibility of the passenger/agent. Details of visa/health requirements will be given at the time of reservation.

The safari services agreed with the client/agent will be provided, except inthe event of unforeseen circumstances, such as road closures, bad weather,problems with national parks or hotels, security considerations. In such cases the itinerary may be changed, at the discretion of the company, clients informed and alternative arrangements made as circumstances permit. Prices INCLUDE airport transfers; accommodation as stated ; meals as stated; the services of an English-speaking driver/tour guide and a safari vehicle;porterage of two items of baggage per person; boat trips; park fees; gorilla and chimpanzee permits where appropriate. Prices EXCLUDE all items of a personal nature such as entry visas, tips, telephone calls, laundry, gifts,airport taxes and all drinks. On safari the prices cover full board unless otherwise stated.

Although every effort is made to ensure that vehicles provided for the specific itinerary agreed are provided in a roadworthy condition, no liability can be accepted for breakdown, or any damage or delay resulting as a consequence.In the event of a breakdown, the company will endeavour to provide a replacement vehicle as soon as it is practical. The company's Guides are instructed to follow the company's code of conduct for Guides , which clients must not ask Guides to break in anyway. In the event that a Guide does not follow the code the client is asked to inform thecompany's head office immediately. Company vehicles must only be driven by the company's Guide whose decision on all matters, such as the route taken, is final. The client will be liable for any damage caused to a vehicle by any interference by him with the vehicle, including legal costs.

Carriage by air is subject to terms and conditions of the carrier with whom the client istravelling and to international conventions which may limit liability. The issuance andacceptance of tickets and documents shall be deemed to be consent to the terms andconditions of the carrier.

The company cannot accept responsibility or pay any compensation where theperformance or prompt performance of its contractual obligations is prevented or affected by any event which the company or the supplier of the service(s) in question could not, with all due care, foresee or avoid. Such events may include war or threat of war, riots, civil strife, border closures, unexpected government acts, terrorist activity,industrial disputes, natural or nuclear disaster, extreme weather conditions, fire,technical and/or mechanical problems to transport, road closures, disease and all other similar events outside of the company's control.

Any complaints must be reported immediately to the guide or to the immediate linemanager of the company available, who will do his/her best to resolve the problem. In the event that the problem is not resolved satisfactorily, a written report should be submitted to the reservations manager in Kampala email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . Complaints not specifically reported while on holiday or made after 28 days after the completion of the holiday cannot be entertained. The company regrets it cannot accept any liability for any complaints not reported in accordance with this procedure. Should a complainant not feel satisfied with the handling of a complaint, the same should be re-directed to the managing director email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it telephone +44-20 8765 1058 or submit the complaint in writing to our head office.
Complaints Dept Karibu Rwanda Ltd
87 Caernarvon Close
CR4 1XE.
United Kingdom.

The company will make every reasonable effort to ensure that (a) all component parts ofthe holiday that are booked with it are supplied to a reasonable standard; and (b) itsemployees, agents, suppliers and sub-contractors exercise due care in carrying out the company's obligations under the contract. Subject to the clause relating to "ForceMajeure" above and these terms and conditions generally and provided that complaints are duly notified to us in accordance with the procedure set out above, the company'sliability to clients in respect of complaints (except where death, personal injury or illnessresults, which is dealt with below) is limited to an amount equal to the cost paid by the client for the services, save that any liability for loss or damage to luggage or personalpossessions (including money) will be compensated to a maximum of US$30 on the basis that the client is assumed to have taken out adequate insurance cover in respect of such losses at the time of booking. By embarking on his or her safari, clients accept and consent to taking personal responsibility for the risks of death, injury or illness.
Karibu Rwanda Ltd and its agents act only as agents of the guest/ tourist in all matters relating to tours, transport, accommodation and shall not be liable for any death, injury or illness caused to the client or any named person on the booking form unless pro written waiver of liability is received by the company at the time of payment of the deposit. The company reserves the right to employ subcontractors to carry out all or part of the services agreed to supply.

The company is incorporated in England and it operates under English Law..All contracts with clients or agents and matters arising out of such contracts willbe governed by the English Law.

The descriptions, information and opinions given by the company in respect of nationalparks, animal sightings, accommodation, itineraries, gorilla permits, security are given in good faith, based on the latest information available to the company. The companycannot accept any responsibility or liability for any errors or omissions.

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