Terms and Conditions
Thank you for choosing to book with us! By making your reservation, you confirm that you have reviewed, understood, and agreed to the following terms and conditions, which are designed to ensure a smooth and enjoyable experience for everyone.
1. Booking and Reservation
Bookings are subject to availability. A 30% deposit is required to secure a reservation and is non-refundable. The remaining balance is due 90 days before the travel date.
2. Payments
Payments can be made using the methods outlined on your invoice, generally via bank transfer. We kindly ask that any additional expenses during the experience be settled before departure.
3. Cancellations
Please send all cancellations in writing. The following fees apply:
- More than 60 days before start: Deposit only
- 60–30 days before start: 50% of total cost
- 30 days or less before start: Full amount
- No-shows: Full amount
Unfortunately, we are unable to offer refunds for late arrivals, early departures, or any unused services. However, if you are unable to attend, please notify us as soon as possible so we can explore the best possible solutions.
4. Booking Responsibilities
If you are booking for yourself and others, you confirm that you have the authority to make reservations for all individuals included in the booking and to accept these terms on their behalf. We kindly ask that you ensure all participants, including yourself, are aware of and agree to these terms, as we cannot be held responsible for any misunderstandings related to the booking.
5. Itinerary Changes
Itineraries may need to be adjusted due to weather, safety, or other factors beyond our control. We will make alternative arrangements of equal or greater value when possible and may use third-party services to fulfil certain parts of the experience. We will inform you as soon as possible in the event of any significant changes to your booking.
6. Passports and Visas
We kindly ask that you ensure your passports and visas meet all legal requirements for your trip, including having sufficient validity. Please check your documents well in advance to ensure they fulfil all necessary conditions for travel. Please note that the responsibility for meeting these requirements rests with you.
7. Travel and Medical Insurance
Medical insurance is mandatory for all visitors to Zambia. As medical care can be challenging to access, especially in remote areas like ours, we strongly recommend a comprehensive travel insurance plan that includes medical coverage, emergency evacuation, hospitalisation, treatment, and repatriation.
For certain serious medical conditions, accessing advanced treatment may require travel outside Zambia, such as to facilities in South Africa.
Additionally, we recommend that your travel insurance covers typical concerns, such as trip cancellations, lost baggage, and any travel delays or missed connections. While we strive to ensure everything runs according to plan, unforeseen disruptions can occur. To help prevent potential issues, we suggest allowing ample time between connections. Should disruptions arise, we will assist where possible, though we cannot be held responsible for such situations.
8. Health and Dietary Needs
Please let us know if you have any medical conditions, disabilities, or dietary needs, and we will do our utmost to accommodate them. However, please note that due to the remote nature of our services, some requests may not be possible to accommodate.
9. Guest Experience and Safety
For your safety and the enjoyment of all, we kindly ask that you to follow the guidance of our staff at all times. In the rare event that your actions pose a risk to yourself, others, or the experience, we may need to make adjustments, including, very rarely, refusing service. We will always strive to address any concerns with understanding and consideration.
10. Liability and Limitations
While we prioritise your safety and well-being, you acknowledge that you participate in the services provided at your own risk. As such, you will be required to sign a liability waiver before the services begin, confirming your understanding of the potential risks involved.
While we take every effort to ensure a safe experience, you acknowledge that you are responsible for your own safety. We cannot be held liable for accidents, injuries, damages, or loss of personal property during your stay, except where it is required by law. We encourage you to ensure your travel insurance covers such eventualities for your peace of mind. We recommend securing any valuable items to avoid loss or damage during your stay.
11. Force Majeure
While we always strive to provide a smooth and enjoyable service, certain unforeseen situations—such as natural disasters, political events, health-related emergencies, or travel disruptions—may be beyond our control. In the event of force majeure, we reserve the right to reschedule your booking or offer alternative arrangements, subject to availability. We will make every effort to keep you informed and assist in finding the best possible alternatives, prioritising your safety and comfort. However, we shall not be held responsible for any costs, losses, or inconveniences, including delays or cancellations, resulting from such events.
12. Claims and Complaints
If any issues arise during your time with us, please notify our staff immediately so we can work together toward a prompt solution. We aim to address and resolve your concerns as quickly as possible and will assist where possible to find a suitable resolution.
13. Privacy and Data Handling
We respect your privacy and are committed to protecting your personal data. The information you provide during the booking process and your stay will be treated confidentially and used solely for managing your reservation and enhancing your experience with us. We do not share your information with third parties except as necessary for fulfilling your booking or as required by law.
14. Governing Law
These terms and conditions are governed by the laws of Zambia.
