Terms and Conditions

OUR CORE VALUES

Integrity

We consistently uphold honesty, transparency, and the highest ethical standards in all our operations while ensuring reliable service delivery to our clients.

Professionalism

We strictly adhere to the principles and ethics of the travel and tourism industry, applying our expertise with creativity, diligence, and a positive attitude to deliver memorable travel experiences.

Customer-Centric Service

Our clients are at the heart of everything we do. We listen, customize, and continuously innovate to provide exceptional services that surpass expectations.

Excellence

We are committed to consistently delivering outstanding services, ensuring remarkable satisfaction and value for money for all our travelers.

Sustainability & Responsibility

We champion responsible tourism that preserves culture, supports communities, and conserves the environment for future generations.

RUHUUKA TRAVELS LIMITED – Terms & Conditions

The following terms and conditions apply to services offered by Ruhuuka Travels Limited. By booking with us, you agree to these terms.

1. Website Use Terms

Although Ruhuuka Travels endeavors to provide accurate and updated information, we make no warranties, whether express or implied, regarding the content, materials, or availability of information on our site. We will not be liable for any damages arising from the use or inability to use this site.

2. Booking & Payment

1. a) Booking Process:

Bookings can be made through our website, office, or accredited travel consultants.

1. b) Payment Terms:

• A 50% deposit is required upon confirmation of booking (this deposit is non-refundable for gorilla and chimpanzee permits).
• The balance is due 15 days before travel.
• Bookings made within 30 days of travel require full payment upfront.

1. c) Payment Methods:

We accept bank transfers, mobile money, and major credit/debit cards.

3. Cancellation & Refunds

• More than 30 days before travel: Deposit forfeited.
• 15–30 days before travel: 50% refund.
• Less than 15 days before travel: 100% non-refundable. (Note: Changed from 3 days to align better with standard practice and the 15-day balance due date.)
• Refunds (where applicable) are processed within 7–14 working days.

4. Cancellations by Us

Ruhuuka Travels reserves the right to cancel bookings due to unforeseen circumstances beyond our control. Clients will be offered an alternative tour or a refund.

5. Travel Insurance

We strongly recommend that all clients obtain comprehensive travel insurance covering medical emergencies, cancellations, and lost property.

6. Complaints

Complaints must be reported immediately to our representatives. If unresolved, a written complaint should be submitted within 20 days after completion of the trip.

7. Force Majeure

We are not liable for disruptions caused by events beyond our control (e.g., wars, natural disasters, political unrest, pandemics, or extreme weather).

8. Primate & Park Permits

Permits for gorilla and chimpanzee tracking are subject to availability and are strictly non-refundable once issued.

9. Health & Safety

Travelers are responsible for ensuring they have the necessary vaccinations, medications, and fitness for the journey.

10. Travel Documents

Clients must carry valid passports, visas, and other required travel documents. Ruhuuka Travels is not responsible for issues arising from incomplete or incorrect documentation.

11. Liability Disclaimer

We will make reasonable efforts to ensure services are provided as agreed but cannot be held liable for third-party service providers, wildlife unpredictability, or unforeseen changes.

12. Code of Conduct

Clients are expected to respect local cultures, wildlife, and fellow travelers. Misconduct may lead to termination of services without refund.

13. Privacy Policy

All personal information shared with us is treated as strictly confidential and will not be shared with third parties except as required by law.

14. Jurisdiction

All bookings and services are governed by the laws of the Republic of Uganda.