Terms & Conditions


Reservations & Payments

When booking your vacation directly with Instinct Safaris, please provide your tour code, intended date of arrival and departure, number of people traveling, sleeping arrangements, and flight details, if known. This ensures all arrangements to be made to your complete satisfaction. Please not that for safaris, which include gorilla tracking, advance bookings of at least three months in advance are encouraged. Otherwise, there may not be a guarantee to get a permit in time or to fit all travelers of one group of travelers in one single tracking. Unfortunately, children under the age of fifteen are not allowed to see the mountain gorillas as part of park authorities' regulations in Uganda, Rwanda, and DR Congo. At the time of booking with Instinct Safaris, a deposit of 66 % of the travel price is required. This will help us make crucial bookings and reservations for you, such as the gorilla tracking permit or accommodation. Part of this amount is being used to pay for your visa to DR Congo and your hiking permit in Virunga National Park, if your safari with us includes a volcano hike on Mt. Nyiragongo. The remaining 34 % are required to be paid up to four weeks before the safari starts (date of arrival in Kampala or Kigali). This will help us place final payments for remaining activities, such as game viewing or chimpanzee tracking. This also allows us to make payments to our staff. Tour price inclusions and exclusions are stated on each of the safaris' detail pages or, in the case of a tailored safari, are stated in your PDF containing a detailed itinerary. The same applies to exclusions.

Cancellation of a tour

Refunds can be given on written cancellations. Refunds are dependent on the services purchased and reservations made by Instinct Safaris up to this point. Cancellation fees levied by hotels, lodges, banks, park authorities, and others need to be taken into consideration. Terms differ with providers, but generally, there is a 50 % charge on cancellations within 14 - 35 days, 75 % charge for cancellations within 2 - 13 days, and no refund for cancellations within less than 48 hours before your intended arrival at the location. Instinct Safaris therefore reserves the right to deduct all expenses incurred from any advance payments made. There will be no refund on unused services and activities once the tour has commenced. Gorilla permits are non-refundable but can be transferrable to other persons under some circumstances. While we make efforts to ensure all bookings and arrangements are completed to the traveler's full satisfaction, Instinct Safaris will not accept liability for any injury, damage, or delay caused directly or indirectly by hotels, restaurant, transport carries, our guides, equipment, or partners, or any other service agency or company with whom bookings have been made.

Alteration of a tour

Instinct Safaris reserves the right to alter any route or arrangement or to cancel the operation of any scheduled tour should political or environmental conditions necessitate. Instinct Safaris reserves the right to decline, accept, or retain any member of a tour at any time. Should the traveler fail to join a tour by the required time or leave prior to its completion, Instinct Safaris bears no responsibility of any additional transportation, accommodation, or any other service to such individual or group of individuals. In addition, no refunds will be made to clients based on client failure to attend or complete a booked tour.

Transfer of bookings

In the unlikely event that you are unable to travel due to extraordinary circumstances, we may be able to transfer your booking to another party provided the arrangements remain the same, and provided that suppliers (airlines, hotels, etc.) are all ready to accept the transfer. Gorilla permits are transferrable only under a few circumstances and successful transfer cannot be expected.

Payment methods

Instinct Safari quotes all prices in US Dollars (US $). Payments can be made online through Stripe. In this case, payment through our website's checkout system is possible with credit card. Other payment methods available to our clients include wire transfer to our local bank account in Uganda with Barclay's or through our Swiss bank account with UBS. The last possible method mostly applies to clients booking a tour at our local office in Kampala or Kigali. Such travelers have the ability to pay in cash. Please note that for all payment methods, transfer fees are to be paid by the traveler. Additionally, payments are to be placed in US $.

Transport

The mode of transport utilized by Instinct Safaris depends on the number of clients, chosen route, and the specifications of the chosen itinerary. All vehicles will be properly maintained and in good working order with full registration and appropriate licenses openly displayed. During our eco-safaris, we strongly emphasize a safe client transfer from one destination to the next. We only use safari-customized Toyota Land Cruiser vehicles as their short or long chassis version based on the number of travelers in a group. Fully trained and experienced English speaking drivers and guides will accompany every safari. 

Accommodation

Accommodation will be clearly stipulated in your itinerary. This includes the hotel name, nature of selected rooms, and the class of service. We do not currently own any of the lodges or hotels in our region of operation, so we can rely on our own experiences and clients' reviews in order to select the best accommodation suitable for a chosen price segment. Lodges and hotels with a positive impact on the surrounding local community are usually preferred.¨

Travel insurance & personal injury

While Instinct Safaris provides emergency air rescue for travelers on every safari, we advise our clients to buy travel insurance before coming to Uganda, Rwanda, or DR Congo. Instinct Safaris may also arrange health insurance for you if requested at the time of booking at a surcharge. Client participation in any activity part of or not part of the itinerary are at the clients' risk and we, Instinct Safaris, cannot be held responsible or accept any liability for any injuries or accidents.

Liability

All bookings are accepted on the specific condition that Instinct Safaris and its agents act only as agents in all matters related to hotel and lodge accommodation, tours, transport, or any activity. The tour company will not accept liability for injury, delay, loss, or damage. Instinct Safaris reserves the right to employ subcontractors to carry out all or part of the service agreed to be supplied to the client. All claims are subject to the jurisdiction of the courts of Uganda. Finally, while all possible care is taken, Instinct Safaris cannot be held responsible for loss or damage to baggage. Even though we are happy to assist you doing so, please guard your valuable and maintain vigilance while on safari in Uganda, Rwanda, and DR Congo, as you would elsewhere.

Complaints

Contrary to other travel destinations, most services in Uganda, Rwanda, and DR Congo are paid for in cash or wire transfer prior to departure. Local conditions make cash refunds problematic, if inconsistencies are not solved on site. Please let your driver or guide know immediately, if you are inconvenienced in any way during your trip. We would be glad to help you sort out the issue. Many problems can be resolved either by your guide and driver or by the local office and our staff abroad. A senior staff member is on call 24 hours a day to help resolve issues that may arise at any time. If the client has an unresolved complaint after the safari is over, please author a written statement with details within 30 days following completion (date of departure) of the trip. Failing to meet this deadline results in the fact that no claim may be brought against the company.

Medical requirements

When bookings are made with Instinct Safaris, through client certification we assume that all members of the traveling party are in good health and have no specific or known medical or dietary requirements. If you do have any issues, please feel free to let us know prior to commencement of the safari, so that we can assist you. Instinct Safaris cannot take liability for any medical care. All clients must be fully responsible for their own medical insurance cover while in East Africa. Therefore, clients are also responsible for any specific medication as well as vaccinations.

Viewing animals

When it comes to game viewing, please be advised that there are no guarantees. It is a privilege to see wild animals in their natural habitat. Do not worry too much, though. Our experienced guides will do their very best to get you within viewing range of our precious wildlife in Uganda, Rwanda, and DR Congo.