These are the terms and conditions of any contact between Pristine Tours and you (meaning all persons named on a booking). They are very important, so please take time to read them.
Confirmation of travel with us implicates that you have read, fully understood and agreed to the terms and conditions described as below.
If you have any questions or doubts, please contact us.
- BOOKING AND PAYMENT
1.1 All services are subject to availability and are not guaranteed until confirmed.
1.2 A non-refundable deposit of 20% (or any higher deposit which applies to the tour) of the total value for each person referred to on the booking form is required at the time of booking. If a higher deposit is required for any particular tour, this will be indicated before confirmation.
1.3 Where gorilla permits are required, they must be paid in full at the time of confirmation and are non-refundable. This is in addition to the standard non-refundable deposit.
1.4 The remaining balance is due 40 days before the start of the tour, unless otherwise indicated. Should this payment not be received, we reserve the right to treat the booking as cancelled, where by normal cancellation conditions apply.
1.5 If the booking is made within 40 days of the tour start date, full payment is required at the time of booking. The contract between us is made when we issue your confirmation invoice.
1.6 At the time of booking, we require full details for all Passengers/Visitors (names as they appear in passports).
- PRICES
2.1 All prices are quoted in United States Dollars US$ unless otherwise stated.
2.2 Prices quoted by ACN Holidays are subject to change without notice and are not guaranteed until the time of confirmation.
2.3 Prices quoted are as per itinerary and per person and unless stated otherwise, include the following:-
Overnight accommodation as specified, national park and game reserve entrance fees, boat cruise, overland transportation, domestic air transportation where indicated, drivers and guides, chimpanzee tracking permits, three meals per day as specified.
2.4 Prices quoted do not include the following: Personal expenses, personal insurance, laundry, meals other than as stated, drinks, passport and visa fees, tips and gratuities, international flights.
2.5 Meals are provided three time per day; breakfast, lunch and dinner, often including a packed lunch or picnic for one of these.
2.6 Accommodation varies depending on location and price plan. Camping, tented camps, bandas, guest houses, rented accommodation and hotels are regarded as suitable accommodation.
2.7 ACN Holidays Uganda reserves the right to substitute accommodation for those indicated in itineraries.
2.8 Should a client wish to upgrade the standard of accommodation once the tour has begun, a supplement is necessary. Upgrades are subject to availability and not guaranteed.
- DESCRIPTIONS AND SERVICE
3.1 All information and descriptions (including those regarding accommodation and activities) are based on the latest information available and are given in good faith. ACN Holidays Uganda is not liable for deviations from these descriptions.
3.2 Transport provided will vary according to the itinerary and the number of clients. We attempt to ensure that the vehicles used are maintained in a decent (our opinion of) and roadworthy condition but we accept no liability for breakdowns, punctures, road conditions etc and the delays or changes that these may cause.
3.3 We reserve the right to use the services of sub contractors.
3.4 We do not guarantee that you will see wild animals, and that includes chimpanzees and gorillas, precisely because they are wild.
- COMPLAINTS
4.1 If you are unhappy with any service or facility provided, you must immediately inform your representative (guide, tour leader, driver provided by ACN Holidays Uganda and allow them to attempt to resolve the issue as soon as possible.
4.2 If a representative has been informed and the complaint is not resolved to your satisfaction, a formal complaint can be made to ACN Holidays Uganda in writing.
This must be done within 28 days of completion of the tour. We accept no liability for complaints not notified in accordance this.
- CANCELLATION & REFUNDS
5.1 Cancellation by you:
5.1.1 If you decide to cancel your holiday you must notify us as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24 hours and is effective from the day we are notified, provided that written confirmation is received by us within 24 hours of the original notification.
5.1.2 Cancellation charges are based on the tour price and applied at the following rates:
- Cancellation received more than 60 days prior to tour start date, loss of deposit.
- Cancellation received 30-60 days prior to tour start date, loss of 50% of total cost.
- Cancellation received 15-29 days prior to tour start date, loss of 75% of total cost.
- Cancellation received less than 15 days prior to tour start date, loss of 100% of total cost.
We strongly advise you to take out insurance that covers the refund of monies paid in lieu of cancellation.
5.1.3 No refund will be given for gorilla permits, independent of the cancellation date.
5.1.4 Refunds will not be given for unused services, the late arrival or absence of clients.
5.1.5 We accept no liability for any loss or damage arising from cancellations.
5.2 Cancellation by ACN Holidays Uganda:
5.2.1 We reserve the right to cancel your holiday and charge cancellation fees (as defined above) should you fail to pay the balance when due, or if you behave in an improper manner (as defined below).
5.2.2 ACN Holidays Uganda reserves the right to cancel your tour up to 60 days before start date. After this we will not cancel your tour unless it is for a reason outside our control. In such circumstances we will offer you the choice of an alternative holiday if available, or full refund. If we have to cancel your holiday we will offer you:
- Arrangements of a similar nature, standard and price, if available.
- Arrangements of a lower standard, whereby the difference in price will be refunded.
- More expensive arrangements, whereby the difference in price will be paid by you.
- A full refund.
5.2.3 ACN Holidays Uganda accepts no liability for any loss or damage arising from cancellations.
- ALTERATIONS
6.1 Alterations by you
6.1.1 Should you wish to make alterations to a confirmed booking, we will do our best to make the alterations, but
It may not be possible. There is a minimum US$50- fee for alterations plus any further costs due to the alteration, subject to availability.
6.2 Alterations by ACN Holidays Uganda
6.2.1 We reserve the right to alter confirmed bookings. Whilst this is not common, sometimes is necessary. Due to the nature of the holiday, arrangements and itineraries need to be flexible and we will attempt to inform you as soon as possible of any changes.
6.2.2 Such alterations can be significant or minor. Significant alterations include surcharges of more than 10%, change of destination area, change of accommodation to a lower category. Minor alterations are all other changes and may be made at any time. We will however endeavor to inform you of any such alterations before your departure.
6.2.3 In the case of significant alterations, you will be informed as soon as possible and be provided with 4 alternatives:-
- a) Arrangements of a similar nature, standard and price, if available.
b) Arrangements of a lower standard, whereby the difference in price will be refunded.
c) More expensive arrangements, whereby the difference in price will be paid by you.
d) Cancellation with a full refund.
6.3 Alterations by third parties
6.3.1 ACN Holidays Uganda has no direct control over its suppliers. Where the supplier makes significant alterations, we will attempt to inform you as soon as possible but accept no liability for such changes.
6.4 Alterations due to circumstances beyond our control.
6.4.1 In the event of unforeseeable circumstances outside of our control such as road closures, bad weather, problems with national parks or hotels and security considerations, strikes, sickness, war, quarantine, force majeure, political unrest, natural disasters, technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, or acts of God, it may also be necessary to alter itineraries and services.
In the event of any of the above, you will be responsible for any additional costs incurred although some costs may be recoverable from your insurance policy, depending on the terms. We accept no liability for costs or damages resulting from such circumstances.
- LIABILITY
7.1 ACN Holidays Uganda accepts no responsibility for any illness, injury, death, loss or damage of any nature to persons or property arising directly or indirectly from any aspect of your tour.
7.2 We do our best to ensure that all tours, activities and services are properly arranged and conducted as advertised. However we do not have direct control over services provided by suppliers and therefore we cannot be held responsible for errors or omissions of such suppliers.
7.3 Travel and adventure have inherent risks associated with them and clients participate at their own risk.
7.4 ACN Holidays Uganda accepts no liability for unforeseen circumstances beyond our control, including flight delays/cancellations, detention, annoyance, force majeure, war or threat of war, riots, civil disturbances, terrorist acts, border closure, acts of government or other authorities, strikes, thefts, epidemics, road closures, industrial disputes, natural or nuclear disaster, extreme weather conditions, fire, technical and/or mechanical problems to transport.
7.5 It is the responsibility of the client to ensure that he/she and his/her dependents all have the appropriate passports, visas, travel permits, health certificates and other required documentation.
- MEDICAL & TRAVEL DOCUMENTS
8.1 You are responsible for all requirements concerning medical vaccinations and certificates, precautions against malaria, visas, international currency and passports, and we accept no liability if such requirements have not been correctly arranged by you.
8.2 It is also your responsibility to report on time for all transport arrangements and to ensure that you have all travel tickets & documents. We cannot be held responsible for any additional costs if you fail to do so and in the case of passengers being refused entry by any immigration or other authority, all repatriation costs are to be borne by the passenger.
- INSURANCE
9.1 It is a requirement when booking with us that you take out an insurance policy which must include air evacuation and repatriation should you become too ill to continue the tour. We strongly advise that you are also covered for illness, injury and damage to personal belongings.
9.2 It is the sole responsibility of the client to arrange adequate and effective insurance for the entire duration of the trip.
- TOUR AUTHORITY
10.1 The authority of the guide and/or driver will be final at all times – this is for your own safety and the well being of your fellow travelers.
10.2 You must always comply with local laws and regulations.
10.3 We reserve the right to refuse any person participation in the tour, or refuse their continuation in the tour and neither ACN Holidays Uganda or the supplier will be liable for resulting expenses and no refunds will be given.
This is only likely to happen when behavior is deemed likely to cause danger, inconvenience or hazard to the tour or any third party.
- SUPPLIER’S CONDITIONS
11.1 Suppliers have their own booking conditions and you will be bound by these so far as the relevant supplier is concerned. Some of these conditions may limit or exclude liability on the part of the relevant supplier.