Refund and Returns Policy for Firante Gorilla Treks

At Firante Gorilla Treks, we are committed to providing our clients with exceptional service and unforgettable safari experiences. As a fully registered Uganda tour operator, we specialize in Gorilla Trekking, Great Wildlife Migration, Chimpanzee Tracking, Big Game Drives, Cultural Experiences, and Birding. To ensure a clear understanding of our refund and returns policy, we have outlined the following terms and conditions. By booking a tour with Firante Gorilla Treks, you acknowledge and agree to the terms set forth in this policy.

General Overview

Firante Gorilla Treks operates under a strict booking and cancellation policy designed to provide clarity and fairness to our clients. While we are committed to making your safari experience as smooth as possible, we must also take into consideration the non-refundable nature of certain services, such as park permits and accommodations. We strongly recommend that all clients purchase comprehensive travel insurance to cover any potential cancellation or trip disruption.

Refunds for Cancellations

If you need to cancel your booking for any reason, please notify Firante Gorilla Treks as soon as possible in writing. The following guidelines apply to cancellations and associated refunds:

45 days or more before departure: A refund will be provided, minus a non-refundable deposit (typically 30% of the total tour cost) and any expenses already incurred for permits or accommodations.
25 to 44 days before departure: A 50% refund of the total tour cost will be provided, minus the non-refundable deposit and any incurred costs for permits or accommodations.
24 days or less before departure: No refund will be provided. However, if your cancellation is due to an emergency or unforeseen circumstances, Firante Gorilla Treks will work with you on a case-by-case basis to find a satisfactory solution, which may include rescheduling or transferring the booking.

For cancellations involving gorilla trekking and chimpanzee tracking permits, it is important to note that these permits are non-refundable as they are issued in advance by the respective national parks. Once these permits are secured, they cannot be returned or rescheduled. As such, the cost of these permits is not included in any refund.

Refunds for Tour Modifications by Firante Gorilla Treks

In rare instances, Firante Gorilla Treks may need to cancel, modify, or reschedule your tour due to circumstances beyond our control, such as natural disasters, political instability, or other unforeseen events. If we are unable to provide the services you have booked or if your tour has to be rescheduled for reasons outside of your control, you will be offered the following options:

Reschedule your tour: You may opt to reschedule your tour for a later date with no additional charge, subject to availability.
Alternative tour options: If rescheduling is not possible, we may offer you an alternative safari or experience of similar value and appeal, subject to availability.
Full refund: If the above options are not suitable, Firante Gorilla Treks will offer a full refund for any pre-paid services that have not been rendered, excluding non-refundable permit costs.

Refunds for Incomplete or Unused Services

In the event that you do not participate in specific activities during your tour (for example, gorilla trekking or chimpanzee tracking due to health, personal preference, or other reasons), no refund will be provided for those activities. Similarly, if you fail to attend a scheduled activity or tour (such as a game drive or cultural visit), Firante Gorilla Treks is unable to offer any refund, as the service was made available to you as per the itinerary.

If any portion of your itinerary is interrupted or canceled by Firante Gorilla Treks for reasons such as vehicle breakdowns, weather conditions, or unforeseen circumstances, we will make every reasonable effort to provide an alternative or substitute service. No refunds will be provided in cases where services have been substituted or modified, unless the modifications are substantial and significantly affect the overall quality of your experience.

Force Majeure and Refunds

Firante Gorilla Treks is not responsible for any cancellations, delays, or disruptions caused by factors beyond our control. These factors include, but are not limited to:

Natural disasters (earthquakes, floods, volcanic eruptions, etc.)
Political instability, civil unrest, or terrorism
Weather conditions that make certain activities, such as gorilla trekking, unsafe or impractical
Airline schedule changes or cancellations
Medical emergencies or illness that prevent participation in activities

In such cases, Firante Gorilla Treks will work with you to minimize disruptions, but no refunds will be provided for activities canceled due to force majeure events. We recommend purchasing comprehensive travel insurance that covers cancellations, delays, and other contingencies related to unforeseen circumstances.

Refunds for Overpayments or Errors

In the rare event that you are overcharged for your booking due to a clerical or technical error, Firante Gorilla Treks will review the issue and process a refund of any overpaid amount. Refunds for overpayments will be processed within 14 days of identifying the issue. If the error is discovered after the tour is completed, the refund will be processed promptly once the amount is verified.

Returns for Unused Equipment or Purchases

If you purchase any equipment, souvenirs, or other items from Firante Gorilla Treks during your tour, please note that all sales are final. We do not accept returns or exchanges on any purchased items unless they are defective or damaged upon receipt. In such cases, please inform us immediately, and we will work with you to resolve the issue, either through a replacement or a refund.

How to Request a Refund

To initiate a refund request, please contact us directly at our customer service email (provided on our website) or by phone. Include your booking reference number, the reason for the cancellation or refund request, and any supporting documentation (such as medical certificates for cancellations due to illness or emergencies).

Firante Gorilla Treks will acknowledge your refund request within 48 hours of receipt and provide you with details regarding the next steps and timeline for processing your refund. All refund requests are handled with the utmost care, and we aim to resolve each issue fairly and promptly.

Refund Processing Time

Once your refund request has been approved, please allow up to 14 business days for the processing of your refund. Refunds will be issued to the same payment method used for the original booking, and the timeframe for receiving the refund may vary depending on your bank or payment provider.

Conclusion

At Firante Gorilla Treks, we understand that circumstances may change, and we strive to make our refund and returns policy clear and transparent. We are committed to delivering exceptional service and providing memorable safari experiences. We encourage all travelers to thoroughly review our policies before making a booking and to secure comprehensive travel insurance to protect against unforeseen circumstances.

If you have any questions about our refund and returns policy or need further assistance, please do not hesitate to reach out to our customer service team. We look forward to welcoming you on an unforgettable safari experience with Firante Gorilla Treks.