Booking Conditions
These booking conditions form the basis of your contract and you should therefore read them carefully. Click here for a printer friendly version
Your contract will be with Wilderness and River Safaris. For all other bookings your contract will be with the supplier of the service concerned (e.g. the airline) for whom we act as an agent only.
Where your contract is with the supplier of the service(s) concerned. We cannot accept any liability in relation to those services that rest solely with the supplier concerned. Copies of the relevant suppliers booking conditions are available on request.
Where we refer to packages we mean a combination of at least two of the following types of services when booked at the same time providing the accommodation lasts at least 24 hours or includes overnight accommodation. (a) Transport (b) Accommodation (c) Other tourist services forming a significant part of the booking.
1. Making your booking.
Bookings can be made in person, by phone, letter, fax, or mail. When booking you must complete the booking form which must be signed by the lead passenger on behalf of your whole party accepting these booking conditions. The lead passenger will be responsible for all payments in respect of the booking. When booking, a deposit of 25% or £200 per person which ever is the greater is payable or full payment if within 8 weeks of departure, in addition all applicable insurance policies must be paid at the time of booking. If we are in a position to do so we will confirm arrangements immediately upon receipt of the signed booking form and the appropriate deposit/payment so that your holiday is secured but the contract only comes into existence when we have issued a confirmation invoice by or on behalf of the relevant supplier. Sometimes we are unable to confirm certain arrangements straight away (e.g. when a hotel is only available on request). In this case, a contract for the services concerned will only come into existence once we have specifically confirmed those services have been booked even if we have issued a confirmation invoice in the meantime. Please ensure you check all the details of your confirmation invoice and inform us straight away if anything appears to be incorrect as it may not be possible to make changes at a later stage.
2. Your Contract.
Your contract comes into existence when a confirmation invoice is issued on behalf of ourselves or the relevant supplier. This contract and all matters arising out of it are governed by English law and both parties agree to submit to the jurisdiction of the English Courts at all times.
3. Payment.
The balance of your trip must be paid at least 8 weeks prior to departure, if the balance is not paid in time we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in paragraph (7) below.
4. The cost of your holiday.
Except for arrangements sold by us as agent for the service provider concerned, the prices shown in our brochure were calculated at time of going to print on the basis of then known costs and exchange rates. We and the service providers have the right to increase or decrease the prices of unsold holiday and travel arrangements at any time. The current price will be confirmed at the time if booking, although we reserve the right to correct errors thereafter. After confirmation, the following provisions apply.
Packages: Once your booking has been confirmed, we will only increase the price if we are forced to do so as a result of any increase in transportation costs (e.g. fuel, scheduled airfares and any other airline surcharge which are part of the contract between airlines (and their agents) and the tour operator or organiser) or in dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports or airports or because of adverse exchange rate variations. Even in this case we will absorb increases up to an amount equivalent to 2% of the holiday price excluding any premiums and amendment charges. Only amounts in excess of this 2% will be surcharged, if this means paying more than 10%of the price of your travel arrangements , you may cancel your travel arrangements and receive a full refund of all moneys paid, except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your surcharge invoice. Any surcharge is payable with the balance of the cost of your holiday or by the dates specified on the surcharge invoice, whichever is the later. We regret that no refunds can be made in the event of favourable exchange-rate fluctuation or decreases in costs.
b) All other arrangements.
We and the service provider have the right to increase prices at any time. Generally however, the price of confirmed arrangements will not be increased once payment has been received in full. We will notify you of any increases as soon as we become aware of them. You may then have the option to pay in full immediately to secure the rate applicable at the time of booking or pay the increased fare by making payments on the original balance due date.
Where any surcharge has to be paid, it will be payable with the balance of the cost of the arrangements in question or specified on the surcharge invoice, whichever is the later.
5. Amendments by you
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way before or during your holiday, for example your chosen departure date, accommodation or tours, we will do our utmost to make these changes, provided that written notification from the person who signed the booking form on your behalf is received at our offices at least (a) eight weeks prior to departure date (see clause 6) or, (b) whilst abroad within 24 hours of the event occurring. There will be a minimum charge made to cover any administration cost of £25.00 per person.
a) 'Alteration to a confirmed booking whilst abroad'-Whilst abroad if you make any alterations to your confirmed holiday arrangements for example weather changes, illness or disinclination to travel, we regret that no credit or refund is possible for any unused services provided in the cost of your holiday. If you decide to alter your travel arrangements whilst abroad this is your own responsibility and Wilderness and River Safaris or the Company's Agents are not responsible for any extras or difficulties that may arise with onward travel as result of such alterations.
6. Cancellation by you.
You, or a member of your party, may cancel your travel arrangements at any time. Written notification from the person who signed the booking form must be received at or offices. Since we incur administrative costs in canceling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. Period before departure within Amount of cancellation charge shown as a which written cancellation is received percentage of the holiday price
More than 56 Days Deposit Only
Between 56-30 50%
between 30-14 Days 90%
Less than 14 Days 100%
For certain hotels, cruises and tours etc., the cancellation may be higher, please contact us for details. Depending on the reason for cancellation, you may be able to reclaim these cancellation fees less any excesses under the terms of your insurance policy. Cancellation charges must however be paid before they can be claimed from insurers.
7. Changes by us / service providers
(a) Packages and other bookings Where Wilderness and River Safaris is the principal to the contract. It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance.
Occasionally changes may be made and we reserve the right to do so at any time. Most of these changes are minor and we will advise you at the earliest possible date. Flight timings and carriers in the brochure are subject to change due to airline procedures. These details are given as guidance only final details will be shown on your tickets. If a major change becomes necessary, we will inform you as soon as reasonably possible if there is time before your departure. Changes to aircraft type or airline are deemed to be minor changes. When a major change occurs such as the alteration on your outward/return flights by more than 12 hours, or your departure airport (except between Gatwick and Heathrow) to one which is more inconvenient to you, a change of accommodation area or reduction in the standard of accommodation, in case of tours a significant change of itinerary, you will have the choice of either
(1) accepting the change of arrangements as notified to you or
(2) purchasing alternative arrangements of a comparable standard if available and paying or receiving a price refund in respect of any price difference.
(3) cancelling your travel arrangements and receiving a full and prompt refund of all monies paid to us.
In all cases, except where the changes arise due to reasons of force majeure, we will pay compensation as detailed below. We cannot under any circumstances accept any responsibility for any expenses or costs you may incur as a result of a change.
Period before Departure within which a significant Compensation per person change or cancellation is notified by you
More than six weeks Nil
50-14 Days £25
13-0 Days £25
(b) All other arrangements including where Wilderness and River Safaris acts as an agent. Service providers generally reserve the right to change arrangements both before and after a booking has been confirmed. We will notify you of any changes as soon as we are notified of them but we cannot accept any liability in relation to any change.
8. Cancellation by us / service provider.
(a) Packages and other bookings where Wilderness and River Safaris acts as a principal to the contract. Occasionally it may be necessary to cancel confirmed arrangements. We must reserve the right to do so. However, We will not cancel less than six weeks before departure unless you have failed to make payment in full or we are forced to as a result of circumstances beyond our control. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available. If it is necessary to cancel your travel arrangements. Compensation will be payable in accordance with clause 8. Force Majeure: Compensation will not be payable if we are forced to cancel or change your travel arrangements in any way for reasons of war, threat of war, riot, civil strike, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions or other circumstances amounting to force majeure.
(b) All other arrangements including where Wilderness and River Safaris act as an agent. Service providers generally reserve the right to cancel arrangements at any time. We will notify you of any cancellation as soon as we are notified of it but we cannot accept any liability in relation to any cancellation.
9. Complaints.
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier/guide) or our representative/agent (where there is one) within 24 hours to put things right. If your complaint cannot be completely resolved locally, you must fax Wilderness and River Safaris on 0845 644 9397 within 24 hours for us to be able to assist in rectifying the matter, if you remain dissatisfied after you return home, you must write to us giving your original booking reference and all the relevant information within 28 days of the end of the arrangements in question. Problems can only be resolved if we and service providers are made aware as soon as they occur. We regret we cannot accept liability in relation to any complaint or claim which is not notified in accordance with this clause. (Please note, the following paragraph does not apply to any bookings where we act as an agent for the service provider concerned). It is unlikely that you will have a complaint that cannot be settled amicably between us.
10. Our liability to you.
(please note subclauses (1),(2),(3) and (4) below only apply to packages)
(1) We accept responsibility for ensuring that the Travel arrangements which you book with us are supplied as described in this brochure and the services offered reach a reasonable standard. If any part of your travel arrangements is not provided as promised, we will pay you appropriate compensation if this has effected the enjoyment of your holiday. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the price of the holiday (excluding insurance policy's and amendment charges) of the person (s) affected in total.
For loss and/or damage of any luggage or personal possessions (including money) our liability in all cases is limited to a maximum of £25 per person as you are assumed to have taken out adequate insurance prior to travelling. This clause is subject to force majeure and other terms of these booking conditions.
(2) Subject to our booking conditions we accept responsibility for death, injury, or illness caused by negligent acts and/or omissions of our employees or agents, our suppliers or sub contractors (providing at the time they were carrying our work authorised by us) except where the improper performance was due to -
(a) your own act or omissions or
(b) those of a third party not connected with the provision of your holiday arrangements and which where
unforeseeable or unavoidable or
(c) an event which either ourselves or suppliers of the service in question could not have foreseen or forestalled even with due care.
(3) It is a condition of this contract that all claims are notified in accordance with clause 10 'Complaints' and where any payment is made, that the person concerned will assign to ourselves or insurers the relevant suppliers or their insurers as appropriate any rights you may have to pursue to any third party. You must also provide all assistance reasonably required.
(4) In all cases, our liabilities in respect of air, sea and rail, and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention.
11. Personal injury unconnected with your booked travel arrangements.
If you, or any member of your party are unlucky enough to suffer personal illness, injury or death by misadventure whilst overseas arising out of an activity which does not form part of your package travel arrangements nor an excursion arranged through us, we shall at our discretion, offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of its occurrence. Where legal action is contemplated our written consent must be obtained prior to commencement of proceedings and our consent is subject to your undertaking to assign any costs received or any benefits received under any relevant insurance policy to ourselves. Our costs in respect of the above on behalf of you and any member of your party shall not exceed £5,000 in total.
12. Flights and other transport services.
(A) Please note the timing of air, sea and rail departures given on booking are estimates only and are subject to change. Latest timings will be shown on your confirmation/invoice. Timings may be effected by operational difficulties, weather conditions, passengers failing to check in on time and other factors outside of our control. For flights, the actual flights times will be shown on your tickets (unless otherwise advised) which will be dispatched to you approx. 2 weeks prior to departure. You must check your tickets carefully to ensure you have the latest timings. You must in addition ensure you read and observe the instructions sent with your tickets for reconfirming your return flight at least 3 days before departure where possible. We are not always in the position to confirm the airline, aircraft type or airport destination which will be used in
connection with a flight at the time of booking, where this information is provided at the time of booking it is subject to change. Such changes will not constitute a significant change to travel/holiday arrangements and you will therefore not be entitled to cancel or change to other arrangements without paying our normal charges.
(B) Conditions of Service Providers
When you travel with a carrier, the conditions of carriage of that carrier will apply, some of which may limit liability. The conditions of carriage of that carrier are incorporated into this contract. You may ask for copies of the relevant conditions of carriage from our offices. This brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with air navigation order s in order to qualify for infant status, an infant must be under 2 years on the date of its RETURN flight.
13. Insurance.
(A) It is a requirement that you take out full, comprehensive travel insurance both for protection against mis-fortune that can occasionally occur and for your own peace of mind. We can offer excellent travel insurance packages, details of which are available on request.
14. Tickets and Travel Documents.
Tickets and Travel documents unless collected from us are normally dispatched by normal Royal Mail services. If you require the added speed and security of data post or courier service, this can be arranged and the net cost of this will be added to your invoice. We cannot accept any liability for late or lost tickets if normal post is used.
15. Passports, visas and health requirements.
Details of the passport, visa and health requirements as applicable to British Citizens are shown in on the confirmation/invoice. Non British citizens and British citizens not holding a full passport must consult their Embassy. Consulate or the British Foreign office to check the applicable requirements. Clients with any existing medical problems should consult their doctor. Requirements may change and you should check the up to date position in good time before departure, it is your responsibility to obtain proper and detailed medical advice and to ensure you have the correct visa requirements to gain access or pass through any country or region included in the travel arrangements which you have purchased. If you fail to do either we have no liability to you, for any cost, loss or damage which you suffer as a result and nor we will refund the cost of any unused portion of your travel arrangements.
16. Refunds.
If you return any unused flight ticket(s) to us for refund, we will submit them to the relevant airline for refund. Once we receive the refund from the airline we will forward it to you less any applicable cancellation or administration charges. Refunds usually take between 8 and 12 weeks but in some cases may take longer.
17. Brochure Accuracy.
Every care has been taken to ensure that the details in our brochures are correct at the time of printing. However it is possible that hoteliers, excursion operators etc. may suddenly withdraw a facility temporarily or otherwise. This is regrettably beyond our control and we are unable to accept liability. Some facilities may carry a charge, payable directly to the hotel.
18. Special Requests and medical problems.
(A) Special requests - If you have any special requests, please inform us as soon as possible in writing, and preferably at the time of booking. Although we will endeavor to meet any such request. We regret we cannot guarantee to do so. Please note that the pre-book able seats cannot be guaranteed. Failure to meet such special requests will not be a breach of contract on our part.
(B) Medical Problems
If you have any medical problem or disability which may effect your chosen travel arrangements you must advise us in writing at the time of booking giving full details. We will pass those details on to the relevant suppliers/service providers. However, if we or the service provider feels unable to properly accommodate your particular needs, we/the relevant supplier reserve the right to decline/cancel the booking.
19. Hotels prices and ratings.
All prices are shown in £ sterling and are per person per night unless otherwise stated based on 2 people sharing a room. The hotel ratings shown in our brochure are not necessarily the official ratings, but have been set by us to offer you a guideline of the standard only.
20. Accommodation.
(A) Accommodation in the tropics. In many hotels, especially beach resorts, 'insects' in the rooms (i.e. cockroaches etc.) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply as a fact of life at this destination. (B) Triple/Quad Rooms. A third or fourth person in the room either shares existing beds or has extra beds (which may be of a camp-bed style) placed in a double/twin room, and conditions may be cramped.
21. Conservation.
It is becoming ever more important to conserve the world's natural resources, its landscapes, flora and fauna. Wilderness and River Safaris is committed to responsible and sustainable tourism, the protection and conservation of the environment in both Africa and the rest of the world, and safeguarding wildlife in their natural habitat. Our safaris reflect this commitment.
Wilderness and River Safaris actively support local communities in the regions of our safaris, we are very conscious of the fact that we are all visitors to their country and that our enjoyment on safari is a consequence of their acceptance of us. We are very privileged and it is important therefore that we recognise this and offer help where possible in return. Both directly and indirectly Wilderness and River Safaris contribute to these rural communities, in areas of education, health and food production, this helps foster their respect and friendliness towards all visitors and gives us the opportunity to show our gratitude. It shows local communities the worth of their environment and wildlife, encouraging them to protect it. Click here for a printer friendly version
