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These Terms and Conditions (“Terms”) constitute a legally binding agreement between Enchanting Rwanda (“the Company”, “we”, “our”, or “us”) and any person or entity (“the Client”, “guest”, “you”, or “your”) purchasing or participating in any tour, safari, travel arrangement, accommodation, transportation, or related service provided by the Company. By making a booking, the Client acknowledges that they have read, understood, and agreed to be bound by these Terms.

 

1. DEFINITIONS

“Booking” means a confirmed reservation of any tour or travel service.
“Services” means all tours, safaris, transport, accommodation, permits, and activities arranged or offered by the Company.
“Third-Party Supplier” refers to independent service providers such as hotels, vehicle hire companies, airlines, or government bodies (including RDB).
“Permit” refers to gorilla, chimpanzee, golden monkey, and any similar trekking permits.

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2. ACCEPTANCE OF TERMS

By confirming a booking with the Company, the Client agrees to comply with these Terms and all additional rules provided before or during the tour.

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3. BOOKING PROCESS

3.1 A booking is not considered confirmed until a deposit or full payment has been received.
3.2 All Client information—names, passport details, medical conditions, and special requirements—must be provided accurately.
3.3 The issuance of trekking permits is strictly subject to availability and is only secured after full payment for the permit has been received.

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4. PAYMENT TERMS

4.1 Deposit requirements vary based on the itinerary and availability of permits.
4.2 All gorilla, chimpanzee, and other trekking permits must be paid 100% in advance and are non-refundable.
4.3 The balance of the total tour cost must be paid no later than 30 days before arrival, unless otherwise agreed in writing.
4.4 Failure to make timely payment may result in cancellation without refund.

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5. PRICING

5.1 All prices are quoted in USD unless stated otherwise.
5.2 Prices include only the services explicitly stated in the itinerary.
5.3 Prices exclude visas, international flights, personal expenses, travel insurance, optional activities, and any item not expressly included.
5.4 The Company reserves the right to adjust prices in the event of currency fluctuations, tax changes, or supplier price revisions.

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6. CANCELLATIONS & REFUNDS

6.1 Cancellation by the Client

Cancellations must be submitted in writing. Refunds are subject to supplier policies:

• Gorilla & Chimpanzee Permits: strictly non-refundable.

• 60+ days before travel: refund less administrative and supplier fees.

• 30–59 days before travel: up to 50% refund (excluding permits).

• 0–29 days before travel: no refund.​

6.2 Cancellation by the Company

The Company may cancel or modify a tour due to force majeure, unsafe conditions, lack of availability, or supplier failure. In such cases:

• A full refund will be issued for unused services, excluding non-refundable permits.

• The Company shall not be liable for additional expenses incurred by the Client.​

6.3 No-Show

Failure to participate in the tour without prior notice will be treated as a cancellation with no refund.

 

7. AMENDMENTS & ITINERARY CHANGES

7.1 Requested amendments by the Client may incur additional costs and are subject to availability.
7.2 The Company reserves the right to adjust itineraries for safety, weather, road conditions, wildlife activity, or operational reasons.
7.3 Wildlife encounters cannot be guaranteed.

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8. TRAVEL DOCUMENTS & INSURANCE

8.1 Clients are responsible for ensuring they possess valid passports, visas, health certificates, and any required travel documentation.
8.2 The Company strongly recommends comprehensive travel insurance covering:

• Medical emergencies

• Evacuation

• Trip cancellation

• Loss or theft of belongings
  8.3 The Company shall not be liable for any consequences arising from the Client’s failure to obtain proper documentation.

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9. HEALTH, FITNESS & CONDUCT

9.1 Clients must be in suitable physical condition for all activities booked, including trekking.
9.2 The Client must disclose pre-existing medical conditions prior to booking.
9.3 Clients must follow all safety instructions from guides, rangers, and authorities.
9.4 The Company may refuse participation to any Client deemed unfit or unsafe.

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10. COMPANY LIABILITY

10.1 The Company acts as an agent for Third-Party Suppliers and shall not be held liable for acts, errors, omissions, or negligence of such suppliers.
10.2 The Company shall not be liable for:

• Illness, injury, or death

• Loss or damage to personal property

• Delays, cancellations, or interruptions caused by weather, wildlife, road conditions, government actions, or force majeure events
  10.3 Participation in activities is at the Client’s own risk.
  10.4 To the extent permitted by law, the Company’s liability is limited to the value of the services purchased.

 

11. FORCE MAJEURE

The Company is not liable for failure to perform obligations due to events beyond its control, including but not limited to: natural disasters, pandemics, war, strikes, government restrictions, severe weather, or acts of terrorism.

 

12. CLIENT RESPONSIBILITIES

Clients agree to:

• Respect wildlife, nature, and local communities

• Adhere to park regulations and conservation rules

• Avoid littering, smoking in restricted areas, or disturbing wildlife

• Behave respectfully toward fellow guests and staff
  The Company reserves the right to remove any Client whose behavior is inappropriate or unsafe, without refund.

 

13. USE OF IMAGES

Unless otherwise requested in writing, the Company may use photographic or video material taken during tours for marketing purposes.
Clients must seek consent before photographing local individuals.

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14. COMPLAINTS & DISPUTES

14.1 Any complaint must be reported immediately to the guide or Company representative for prompt resolution.
14.2 Formal complaints must be submitted in writing within 7 days of tour completion.
14.3 Unresolved disputes shall be governed by the laws of the Republic of Rwanda.

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15. DATA PRIVACY

The Company may collect personal information necessary for booking and operational purposes.
Information will be handled securely and not shared with third parties except where required for service delivery or legal compliance.

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16. GOVERNING LAW & JURISDICTION

These Terms & Conditions are governed by the laws of Rwanda.
Any dispute shall be submitted to the exclusive jurisdiction of Rwandan courts.

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