Refund and Returns Policy

Overview

At Neste Uganda Safaris Ltd, we strive to provide exceptional travel experiences while maintaining transparency in our booking and cancellation procedures. By confirming a booking with us, you agree to the following refund policy.

1. Booking Confirmation

A booking is confirmed once the required deposit or full payment has been received. Payments made secure your safari, accommodation, transportation, permits, and other travel services.

2. Cancellation by the Client

If you need to cancel your safari, you must notify us in writing via email or an official letter. Refunds will be calculated based on the timing of the cancellation and any costs already incurred.

Typical cancellation charges may include:

• More than 60 days before departure: Eligible for a refund after deducting administrative fees and any non-recoverable expenses.
• 31–60 days before departure: Partial refund may be issued after deducting supplier cancellation fees.
• 15–30 days before departure: Limited refund may be available depending on commitments made to hotels, transport providers, and activity operators.
• Less than 15 days before departure or no-show: Generally, no refund will be provided.

3. Non-Refundable Services

Certain travel services are non-refundable once confirmed because they are governed by third-party or government regulations. These include, but are not limited to:

• Gorilla trekking permits
• Chimpanzee trekking permits
• National park entrance fees
• Airline tickets issued on non-refundable fares
• Visa application fees
• Travel insurance premiums
• Special event or festival tickets
• Any prepaid accommodation or activities marked as non-refundable by the supplier

4. Changes to Bookings

Requests to change travel dates, destinations, accommodation, or activities should be submitted as early as possible.

While we will make every effort to accommodate changes, they are subject to:

• Availability of services
• Supplier approval
• Additional costs or price differences
• New permit availability where applicable

Administrative fees may also apply.

5. Cancellation by Neste Uganda Safaris Ltd

In rare circumstances where we must cancel a tour due to operational reasons or circumstances beyond our control, clients will be offered one of the following options:

• A full refund of amounts paid for services not provided.
• Rescheduling of the safari to a mutually agreed date.
• A travel credit that can be used for a future booking.

Neste Uganda Safaris Ltd is not responsible for additional personal expenses such as flights, visas, accommodation booked independently, or other incidental costs unless required by applicable law.

6. Force Majeure

No refunds or compensation will be guaranteed where cancellations or interruptions are caused by events beyond our reasonable control, including but not limited to:

• Natural disasters
• Floods, earthquakes, or severe weather
• Political unrest or civil disturbances
• Government travel restrictions
• Epidemics or pandemics
• Terrorism or security threats
• Airline strikes or transportation disruptions

Whenever possible, we will work with our suppliers to reschedule services or minimize financial losses.

7. Refund Processing

Approved refunds will be processed using the original payment method whenever possible.

Please note:

• Refund processing may take 14–30 business days, depending on banks and payment providers.
• Bank charges, currency conversion fees, and non-recoverable supplier costs may be deducted from the refund amount.

8. Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance before their trip. Travel insurance can provide coverage for:

• Trip cancellation or interruption
• Medical emergencies
• Emergency evacuation
• Lost or delayed baggage
• Personal liability
• Flight delays and missed connections

Travel insurance helps protect travelers from financial losses resulting from unforeseen events that may not be covered under this refund policy.

Return Policy

As Neste Uganda Safaris Ltd provides travel and tourism services rather than physical products, traditional product returns do not apply.

However, if you believe a service was not delivered as agreed, we encourage you to contact us within 7 days after the completion of your safari. We will carefully investigate your concern and, where appropriate, may offer:

• A partial refund.
• A travel voucher.
• A replacement service where feasible.
• Another fair resolution based on the circumstances.

Customer satisfaction is important to us, and we are committed to resolving genuine service concerns promptly and fairly.

Contact Us

For cancellation requests, refund inquiries, or booking changes, please contact our customer support team using the contact details provided on your booking confirmation or our official website.