At Arosy Safaris, we understand that travel plans can change. Our cancellation and refund policy is designed to provide reasonable flexibility to our clients while allowing us to meet financial commitments made with hotels, lodges, camps, airlines, transport providers, park authorities, and other travel partners.
This policy applies where a reservation is:
Fully cancelled;
The number of nights or days booked is reduced;
The number of guests travelling is reduced; or
The services included in a confirmed booking are otherwise reduced.
The applicable refund will depend on the season of travel and the number of days remaining before the scheduled commencement of the trip.
For bookings travelling during Peak Season, the following refund policy applies:
| Cancellation / Reduction Notice | Refund |
|---|---|
| 46 or more days before the trip | 75% refund |
| 31–45 days before the trip | 50% refund |
| 0–30 days before the trip | No refund |
For bookings travelling during High Season, the following refund policy applies:
| Cancellation / Reduction Notice | Refund |
|---|---|
| 46 or more days before the trip | 75% refund |
| 31–45 days before the trip | 50% refund |
| 0–30 days before the trip | No refund |
For bookings travelling during Low Season, the following refund policy applies:
| Cancellation / Reduction Notice | Refund |
|---|---|
| 46 or more days before the trip | 85% refund |
| 31–45 days before the trip | 60% refund |
| 0–30 days before the trip | No refund |
A no-show occurs where a client or member of the travelling party fails to arrive for the booked service without providing prior written notice to Arosy Safaris.
No-shows in all seasons attract zero refund (0%).
Where the number of guests in a confirmed booking is reduced, the refund or adjustment will be calculated based on the cancellation terms applicable to the relevant season and the number of days' notice provided.
A reduction in guest numbers may result in additional charges where accommodation, transport, activities, or other services were priced based on a minimum number of participants or shared arrangements.
Where the Client reduces the number of days or nights of a confirmed itinerary, the reduction will be treated as a partial cancellation.
The applicable refund will be determined according to the relevant seasonal cancellation period. Any non-refundable charges already incurred with suppliers will be deducted from the amount refundable to the Client.
Certain services may be subject to separate supplier cancellation policies and may be non-refundable regardless of when cancellation occurs.
These may include, but are not limited to:
Park and conservation fees;
Gorilla trekking and other special permits;
Domestic and international flight tickets;
Certain hotel, lodge, and camp bookings;
Special activities and excursions;
Visa and travel authorization fees;
Advance payments made to third-party suppliers; and
Other services specifically identified as non-refundable in the Client's quotation or booking confirmation.
Where a third-party supplier provides a partial refund, Arosy Safaris will pass the applicable refundable amount to the Client after deducting any permitted charges or applicable fees.
All cancellation requests must be submitted in writing to Arosy Safaris.
The effective cancellation date will be the date on which the written cancellation request is received and acknowledged by Arosy Safaris.
The number of days used to determine the applicable refund will be calculated from the date the cancellation request is received to the scheduled start date of the trip.
Where a refund is due, Arosy Safaris will process the applicable refund after confirming the cancellation terms and any amounts refundable by third-party suppliers.
Refund processing times may vary depending on the payment method and the time required for suppliers or payment providers to release funds.
Any bank, payment-processing, currency-conversion, or transaction charges that are not recoverable by Arosy Safaris may be deducted from the refundable amount.
The refund percentages stated above represent the maximum applicable refund based on the seasonal cancellation schedule. Where specific supplier terms, non-refundable services, government fees, permits, airline conditions, or other contractual commitments apply, the actual refund may be lower.
The cancellation terms stated in the Client's quotation, invoice, or booking confirmation will apply where they contain specific terms agreed for that particular booking.
Arosy Safaris reserves the right to identify the applicable season for a booking based on the travel dates and the rates provided by the relevant accommodation, park, airline, or other travel suppliers.