1. About These Terms
In these terms:
- “Chiwo”, “we”, “us” and “our” mean Chiwo Global Adventures Limited.
- “You” and “client” mean the person making a booking and, where relevant, every traveller named on it.
- “Services” means the travel, accommodation, transport, activities, permits, ticketing, conference or other arrangements we provide or arrange.
- “Supplier” means any airline, lodge, camp, transport provider, park authority, insurer, activity provider or other third party involved in your trip.
The person making the booking confirms that they have authority to accept these terms for all travellers included in the booking.
2. Quotes and Availability
Quotes are based on the details, dates, prices, exchange rates, taxes, park fees, conservation fees and supplier availability known when the quote is prepared.
Unless stated otherwise, quotes are valid for [insert period] from the date issued. Prices and availability are not guaranteed until we provide written booking confirmation.
A quote is not a reservation. Flights, accommodation, permits and other services may sell out or change in price before confirmation.
3. Booking Confirmation
A booking is confirmed only when:
- You accept the quote or itinerary in writing;
- We receive the required payment or deposit;
- Required traveller information and documents have been provided; and
- We issue written confirmation.
Some services, including flights, accommodation and wildlife permits, may require full payment before they can be secured.
4. Payments
The deposit, balance due date, payment method and currency for your booking will be set out in your quote or invoice.
- Deposit required: [insert amount or percentage]
- Balance due: [insert deadline]
- Accepted payment methods: [insert methods]
- Payment currency: [insert currency policy]
If payment is not received by the stated due date, we may treat the booking as cancelled and apply the cancellation terms in section 7.
Bank charges, card charges and currency-conversion costs are the responsibility of the client unless we state otherwise in writing.
5. Prices and Changes Before Travel
Travel prices can change because of supplier rates, fuel costs, exchange-rate movements, taxes, park fees, conservation fees, government charges or changes to the number of travellers.
We will not change the price after confirmation except where:
- A supplier, government authority or park authority changes a charge outside our control;
- You request a change to the itinerary or services;
- The number of travellers changes;
- There is an error in the original quote; or
- The quote expressly allowed for a later adjustment.
If a material change is necessary, we will explain the options available to you before proceeding where reasonably possible.
6. Changes Requested by You
If you ask to change a confirmed booking, we will try to assist. Changes depend on supplier availability and may result in additional charges.
Amendment fee charged by Chiwo: [insert fee or policy]
Supplier charges, fare differences, permit charges and any other costs caused by the amendment are payable by you.
Some services cannot be amended after confirmation. Gorilla permits, airline tickets, promotional fares and special-rate accommodation may have particularly strict conditions.
7. Cancellation by You
If you cancel, you must notify us in writing. Cancellation takes effect when we acknowledge receipt of your notice.
Cancellation charges depend on the services booked, supplier conditions and the date we receive notice. The applicable schedule is:
- More than [insert period] before departure: [insert charge]
- [Insert period] before departure: [insert charge]
- [Insert period] before departure: [insert charge]
- [Insert period] before departure or no-show: [insert charge]
In addition to this schedule, you remain responsible for any non-refundable supplier costs, including flights, permits, accommodation deposits, special rates and other services that cannot be recovered.
Travel insurance with cancellation cover is strongly recommended.
8. Cancellation or Changes by Us
We may need to change or cancel arrangements because of weather, safety concerns, wildlife-management requirements, road conditions, supplier failure, government action, force majeure or another event outside our reasonable control.
Where practical, we will offer a suitable alternative. If an alternative costs more, we will explain the additional cost before proceeding. If it costs less, we will adjust the price where appropriate.
We are not responsible for costs that arise from circumstances outside our reasonable control, including missed international flights, changes to visa requirements, weather events, civil unrest, public-health measures, strikes, airline schedule changes or supplier closure.
9. Travel Documents, Health and Insurance
You are responsible for ensuring that you and all travellers have valid passports, visas, travel authorisation, vaccination certificates, medical advice and other documents required for the route.
Information we provide about visas, health, weather, safety or entry rules is general guidance only. Requirements can change, and final responsibility for compliance rests with the traveller.
You must tell us before booking about any medical condition, mobility need, dietary requirement or other issue that may affect travel arrangements. Sharing this information is voluntary, but not providing relevant information may limit our ability to plan suitable services.
All travellers should hold comprehensive travel insurance covering medical expenses, emergency evacuation, cancellation, curtailment, baggage and personal liability.
10. Wildlife, Activities and Itinerary Conditions
Wildlife movements, weather, road conditions, air schedules, park regulations and local conditions are outside our control.
Sightings of particular animals, migration events, river crossings, weather conditions and participation in any activity cannot be guaranteed. We use current seasonal information and local knowledge to plan trips, but wildlife viewing varies from day to day.
We may change the route, accommodation, activity, vehicle, guide, timing or order of an itinerary where reasonably necessary for safety, conservation, weather, road conditions, operational reasons or the proper running of the trip.
Any replacement will be of a reasonably comparable standard where practical. No refund is due solely because a particular animal, crossing, view, weather condition or wildlife event is not seen or experienced.
11. Client Conduct
Travellers must comply with reasonable instructions from guides, drivers, park authorities, accommodation providers and other suppliers.
We may remove a traveller from an activity or trip where their behaviour is unsafe, unlawful, disruptive, abusive, intoxicated or likely to harm other travellers, staff, wildlife, property or the reputation of Chiwo or its suppliers.
No refund will be due in these circumstances, and the traveller will be responsible for any resulting costs.
12. Liability
We arrange some services through independent suppliers. Those suppliers operate under their own terms and conditions, and their liability may be limited by law or contract.
To the extent permitted by law, Chiwo is not liable for loss, damage, delay, injury, illness, death, inconvenience or expense arising from:
- The acts or omissions of independent suppliers;
- Wildlife, natural hazards or activities involving inherent risk;
- Changes in weather, roads, flights, park rules or border procedures;
- Events outside our reasonable control; or
- A traveller’s failure to follow advice, instructions, laws or entry requirements.
Nothing in these terms limits liability where it cannot lawfully be excluded.
13. Complaints During Travel
If you have a problem during your trip, tell your guide, driver or Chiwo contact as soon as possible. This gives us the best chance to resolve it while you are travelling.
If the issue is not resolved, send a written complaint to [email protected] within [insert period] after the end of the trip, with relevant details and supporting information.
14. Personal Data
We collect and use personal information to prepare quotes, manage bookings and deliver travel services. Our handling of personal information is explained in our Privacy Policy.
Where you provide sensitive information, such as dietary, mobility or health information, you consent to our use and sharing of it where reasonably necessary to arrange suitable travel services.
15. Governing Law and Jurisdiction
These terms are governed by the laws of Kenya.
Any dispute arising from these terms or a booking will be subject to the courts of Kenya, unless the parties agree in writing to another lawful method of dispute resolution.
16. Contact Details
Chiwo Global Adventures Limited Pioneer House, 1st Floor, Suite 111, Kenyatta Avenue, Nairobi, Kenya Email: [email protected] Phone: +254 721 885421 Complaints: [email protected]