Terms and Conditions
Arrow Trekking and Safaris – Discover Africa’s top safari destinations with expertly crafted itineraries.
Welcome to Arrow Trekking and Safaris. These Terms and Conditions outline the agreement between you (the client) and Arrow Trekking and Safaris regarding bookings, payments, cancellations, liability, and other important aspects of your travel experience. By booking a safari or trekking tour with us, you agree to these terms.
Booking & Payment
At Arrow Trekking and Safaris, we strive to offer a seamless booking experience while ensuring fair terms for both our guests and our operational partners. Below is a detailed explanation of our Booking & Payment Policy, outlining deposit requirements, payment deadlines, and accepted payment methods.
Booking Confirmation
To officially confirm a booking, a deposit payment is required. This deposit secures your spot on the selected safari or trekking tour, allowing us to reserve accommodations, transportation, park permits, and other necessary logistics. Once we receive the deposit, we will issue a Booking Confirmation email, which will contain the details of your itinerary, the services included, and the remaining balance to be paid.
A booking is considered unconfirmed until the deposit has been received and processed. Without this confirmation, we cannot guarantee availability for accommodations, national park entry, trekking permits, or transportation. Given the high demand for certain destinations, particularly during peak travel seasons, we strongly recommend making your deposit as early as possible to avoid disappointment.
Deposit Requirements
The deposit amount varies depending on the type of tour you book. For standard safaris and trekking experiences, we require a 30% deposit of the total tour cost at the time of booking. This enables us to begin making arrangements for accommodations, park entry, permits, and guide assignments.
For specialized trekking experiences and tours that require government-issued permits, such as gorilla trekking in Uganda and Rwanda or Mount Kilimanjaro expeditions, a 50% deposit is required. This is because permits for these experiences are limited and non-refundable, meaning we must secure them immediately upon booking to ensure availability. Since national parks issue permits on a first-come, first-served basis, failing to book in advance may result in permit unavailability, preventing participation in these exclusive experiences.
All deposits are subject to the cancellation and refund policies outlined in our terms and conditions. Travelers are encouraged to review these policies before finalizing their booking.
Full Payment Deadline
To ensure smooth coordination of all travel arrangements, full payment must be made no later than 30 days before departure. This allows us to finalize reservations with accommodations, confirm flights and transfers, and complete any necessary paperwork with national park authorities.
If you are booking your safari or trekking tour within 30 days of the departure date, full payment is required at the time of booking. Since last-minute bookings require immediate logistical arrangements, we cannot hold reservations without full payment.
Failure to complete payment by the specified deadline may result in the cancellation of your booking, with applicable penalties as per our cancellation policy. If you anticipate delays in making the final payment, we encourage you to communicate with our team as soon as possible to explore alternative arrangements.
Accepted Payment Methods
For the convenience of our guests, Arrow Trekking and Safaris offers multiple payment methods to accommodate both local and international travelers. These include:
Bank Transfers
We accept direct bank wire transfers for travelers who prefer to pay through their financial institution. However, it is important to note that bank transaction fees apply and must be covered by the sender. Depending on the country and bank, international transfers may take a few business days to process.
Credit/Debit Cards
For secure and fast transactions, we accept major credit and debit cards, including Visa, MasterCard, and American Express. These payments are processed through secure payment gateways, ensuring that your financial information remains protected. Please note that some payment processors may apply a small transaction fee (typically 3-5%) for card payments.
Mobile Money Payments (Available in Select Countries)
For clients within East Africa, we accept payments via mobile money services such as M-Pesa (Kenya & Tanzania), Airtel Money, and MTN Money. Mobile money provides a fast, reliable, and cost-effective way to transfer funds, particularly for local bookings.
Regardless of the payment method you choose, we will issue a receipt and payment confirmation once your transaction is successfully processed.
Failure to Make Payment on Time
To maintain fairness and efficiency in our booking process, we strictly adhere to our payment deadlines. If full payment is not received by the due date, we reserve the right to:
- Cancel the booking without refunding the deposit.
- Release reserved accommodations, guides, and park permits to other travelers.
- Apply rebooking fees if the traveler wishes to reinstate their booking at a later date.
We understand that unexpected financial constraints may arise. If you anticipate any difficulty in making the final payment by the deadline, please contact us as soon as possible so that we can discuss possible solutions.
Travel Documents & Insurance
Passport & Visa Requirements
Before traveling to Tanzania, Kenya, or other safari destinations, all visitors must possess a valid passport and obtain the necessary visa(s) for entry. Travelers should check the specific visa requirements for their nationality well in advance, as regulations may vary depending on the country of origin.
Passport Requirements
- Your passport must be valid for at least six (6) months beyond your intended departure date from the country.
- Ensure that your passport has at least two blank pages for visa stamps upon arrival.
- It is advisable to carry a photocopy or digital backup of your passport in case of loss or theft.
Visa Requirements
- Tourist visas can be obtained online (eVisa systems), at embassies, or on arrival in some countries.
- Travelers visiting Tanzania and Kenya may apply for an East Africa Tourist Visa, which allows multiple entries into Kenya, Uganda, and Rwanda for up to 90 days.
- Some nationalities must obtain a visa before arrival, while others qualify for visa-free entry or visa on arrival.
- Processing times for online visas may vary from a few days to several weeks, so early application is recommended.
Important Notice:
Arrow Trekking and Safaris does not handle visa applications on behalf of clients. It is the traveler’s responsibility to ensure all visa requirements are met before departure. We are not liable for delays, denials, or additional costs due to incomplete documentation.
Travel & Medical Insurance
To ensure a safe and secure adventure, comprehensive travel insurance is mandatory for all travelers booking with Arrow Trekking and Safaris. Trekking and safari adventures often take place in remote areas where access to medical facilities can be limited. Having the right insurance coverage protects you against unexpected risks and emergencies during your journey.
Why Travel Insurance is Essential
Travel insurance provides financial protection against unforeseen situations that could disrupt or cancel your trip. Without proper insurance, travelers may face significant expenses for medical care, evacuations, or trip modifications.
Your travel insurance policy should include coverage for:
Trip Cancellation & Interruption
- Refunds for non-refundable bookings in case of trip cancellations due to unforeseen circumstances such as illness, injury, family emergencies, or natural disasters.
- Compensation for delayed or missed flights that may affect your itinerary.
Medical Emergencies & Evacuation
- Coverage for hospitalization, doctor visits, and emergency medical treatment during your trip.
- Emergency air evacuation and repatriation in case of serious illness or injury in remote locations.
- Costs of ambulance transport and on-site medical assistance if required.
Baggage Loss, Theft, or Damage
- Compensation for lost, stolen, or damaged luggage, including personal belongings such as cameras and electronics.
- Reimbursement for essential items in case of delayed baggage arrival.
Adventure & High-Risk Activities
- Trekking and safari activities often involve moderate to high-risk situations, including hiking at high altitudes, wildlife encounters, and off-road travel.
- Your insurance should specifically cover trekking, mountaineering, and wildlife safaris to ensure you are protected in case of accidents or injuries.
COVID-19 & Health Coverage
- Some destinations may require proof of COVID-19 travel insurance, covering medical expenses, quarantine costs, and trip cancellations due to infection.
- Always check the latest health and vaccination requirements for the country you are visiting.
When to Purchase Travel Insurance
We strongly recommend purchasing travel insurance before making your final trip payment. This ensures you are protected in case of unexpected cancellations or emergencies before and during your trip. Many insurance providers do not cover pre-existing medical conditions unless purchased within a specific timeframe after booking your trip.
If you are unsure about the best travel insurance provider, we can offer recommendations based on reputable companies that cater to adventure travelers. However, the choice of provider is entirely up to you.
Health & Safety
Physical Fitness Requirements
Certain treks and safaris require a good level of physical fitness due to the nature of the activities involved. Trekking at high altitudes, walking safaris, and extended game drives can be physically demanding, and travelers must assess their personal fitness levels before booking. We encourage all participants to engage in regular exercise leading up to their trip to build stamina and endurance.
For treks such as Mount Kilimanjaro or Mount Kenya, altitude sickness is a common concern. Travelers should consult a medical professional to discuss acclimatization strategies and any necessary preventive measures. If you have any pre-existing medical conditions, it is crucial to inform us before booking, as certain health conditions may require medical clearance before participating in strenuous activities.
Required Vaccinations & Preventive Medications
To protect yourself from tropical diseases and health risks, certain vaccinations and preventive measures must be taken before traveling. Depending on your itinerary, the following vaccinations and medications may be required or strongly recommended:
- Yellow Fever Vaccination – A mandatory requirement for travelers visiting or transiting through certain African countries. Proof of vaccination may be required upon entry.
- Malaria Prevention – Malaria is present in many safari regions, and travelers should take antimalarial medication as prescribed by a doctor. Using mosquito repellent, wearing long sleeves, and sleeping under mosquito nets also helps minimize exposure.
- Typhoid, Hepatitis A & B, and Tetanus – These vaccinations are strongly recommended for travelers engaging in outdoor and adventure activities.
- COVID-19 Precautions – Some countries may require proof of COVID-19 vaccination or negative test results for entry. Travelers should check the latest travel advisories before departure.
We advise all travelers to consult their healthcare provider or a travel medicine specialist at least 4–6 weeks before their trip to receive appropriate vaccinations and health advice tailored to their specific destination and itinerary.
Risks & Liability
Understanding the Risks of Outdoor Adventures
Trekking and wildlife safaris take place in unpredictable natural environments, where various risks are inherent. While we take all necessary precautions to ensure safety, travelers must acknowledge that activities such as hiking at high altitudes, game drives in national parks, and camping in the wilderness involve certain uncontrollable elements.
Potential risks include:
- Unpredictable Weather Conditions – Sudden changes in weather can affect trekking and safari experiences, including heavy rain, extreme temperatures, and strong winds.
- Wildlife Encounters – Safari excursions take place in open wilderness areas where animals roam freely. While experienced guides take precautions to ensure safe wildlife viewing, encounters with wild animals can be unpredictable.
- Rough Terrain & Remote Locations – Trekking and game drives may involve traveling through uneven terrain, river crossings, and areas with limited road infrastructure. Emergency services may take time to reach remote locations.
Limitations of Liability
While Arrow Trekking and Safaris prioritizes safety and follows strict operational guidelines, we cannot be held liable for certain unforeseen circumstances beyond our control. Travelers must understand and accept the risks associated with adventure travel.
We are not liable for:
- Injuries, Illnesses, or Accidents – Travelers participate in activities at their own risk. While we provide experienced guides and adhere to safety protocols, personal injuries, altitude sickness, or medical emergencies may still occur.
- Loss, Theft, or Damage of Personal Belongings – We recommend that travelers keep valuables secure and use travel insurance to cover any losses. Arrow Trekking and Safaris is not responsible for lost luggage, stolen items, or damage to personal equipment.
- Delays & Itinerary Changes – Travel disruptions caused by weather conditions, road closures, flight cancellations, or government regulations may require itinerary adjustments. We strive to minimize disruptions, but refunds cannot be provided for delays caused by external factors.
- Force Majeure (Acts of Nature & Unforeseen Events) – Situations such as natural disasters, political unrest, pandemics, or national emergencies may impact travel plans. In such cases, we will assist travelers in finding alternative solutions, but we cannot guarantee full refunds.
Traveler Responsibility & Safety Guidelines
To enhance safety during your trip, we advise all travelers to:
- Follow the Instructions of Guides & Safari Experts – Our guides are highly trained to handle emergencies and provide the safest experience possible. Always listen to their advice.
- Stay Hydrated & Maintain Proper Nutrition – Trekking and safari adventures require adequate hydration and energy levels to prevent fatigue and altitude sickness.
- Pack Appropriate Gear & Clothing – Wearing suitable trekking shoes, sun protection, and weather-appropriate clothing ensures comfort and safety during outdoor activities.
- Have Emergency Contacts & Travel Insurance – Always carry a copy of your insurance details, emergency contacts, and relevant medical information in case of unexpected situations.
Changes to Itineraries
Client-Requested Changes
We recognize that travelers may wish to make modifications to their trekking or safari itinerary after booking. While we will do our best to accommodate such requests, all changes are subject to availability, feasibility, and additional costs.
Conditions for Making Changes
- Advance Notice Required – Clients must submit requests for itinerary modifications as early as possible. Last-minute changes may not be possible due to logistical constraints.
- Availability of Services – Changes depend on the availability of accommodations, permits, park entry slots, and other arrangements. Some bookings, such as gorilla trekking permits and high-season lodges, may be non-changeable.
- Additional Costs – Adjustments to an itinerary may result in extra charges, including penalties imposed by third-party service providers (hotels, airlines, national parks). Any difference in price must be covered by the client.
- Refunds & Cancellations – If a requested change results in the cancellation of a previously booked service, the refund policy of the respective service provider will apply. Some services may be non-refundable.
Changes by Arrow Trekking and Safaris
While we aim to execute all tours as planned, certain unavoidable circumstances may require us to adjust itineraries. When such changes occur, we prioritize providing a seamless and equally valuable experience for our travelers.
Reasons for Itinerary Modifications
- Extreme Weather Conditions – Trekking routes or safari game drives may be affected by heavy rains, floods, strong winds, or extreme temperatures, requiring route adjustments for safety reasons.
- Road Closures & Travel Restrictions – Unexpected road closures, government-imposed travel restrictions, or security advisories may necessitate changes to planned routes.
- Wildlife Movements & National Park Regulations – Certain game reserves and trekking destinations operate under strict conservation policies. For instance, if a wildlife migration pattern shifts, we may adjust safari routes to enhance viewing opportunities.
- Accommodation Unavailability – If a booked lodge, hotel, or campsite is suddenly unavailable due to overbooking, maintenance, or unforeseen circumstances, we will offer an alternative of equal or higher quality at no additional cost.
- Operational Considerations – In rare cases, our guides or suppliers may recommend itinerary adjustments to enhance the overall travel experience or prevent logistical issues.
Our Commitment to Travelers
- Alternative Arrangements – If we modify an itinerary, we will provide an equivalent or superior alternative at no extra charge.
- Timely Communication – Travelers will be notified as soon as possible if itinerary changes are necessary.
- Safety First – Any itinerary modification made by Arrow Trekking and Safaris will prioritize the safety and comfort of our clients.
Accommodation & Meals
Accommodation
For trekking adventures, accommodation options vary based on the route and package chosen. In remote trekking locations, guests stay in mountain huts or tented camps, with basic but comfortable amenities to ensure a restful night after a challenging hike. For premium trekking packages, upgraded camps with spacious tents, sleeping mattresses, and dedicated camp staff provide enhanced comfort in the wilderness. In contrast, safari accommodations range from luxury lodges and exclusive tented camps to mid-range lodges and budget-friendly campsites. Each lodge or camp is carefully selected to provide excellent service, breathtaking views, and proximity to key wildlife areas. While we make every effort to secure preferred accommodations, specific room requests are subject to availability and cannot always be guaranteed.
Meals
During trekking expeditions, meals are prepared by professional mountain chefs using fresh ingredients, ensuring high-energy nutrition for demanding hikes. Breakfasts typically include porridge, eggs, toast, and hot beverages, while lunch and dinner feature a variety of soups, rice, pasta, meat, and vegetable dishes. Special dietary needs must be communicated in advance to accommodate preferences and allergies. On safaris, guests enjoy a mix of buffet-style meals at lodges and packed lunches for full-day game drives. Lodges and camps offer a selection of international and local cuisine, including vegetarian and gluten-free options upon request. Fine dining experiences are available at luxury lodges, featuring gourmet meals paired with premium beverages for an unforgettable culinary experience in the wild.
Wildlife Encounters
Trekking and safari experiences offer incredible opportunities to witness Africa’s diverse wildlife in their natural habitats. Whether trekking through mountain forests or exploring vast savannahs, guests may encounter iconic species such as elephants, lions, leopards, buffalo, rhinos, giraffes, zebras, and countless bird species. In some regions, trekking experiences provide close-up encounters with primates, including mountain gorillas and chimpanzees, under the supervision of expert guides and rangers. While these encounters are thrilling, wildlife behavior is unpredictable, and sightings are never guaranteed. Our guides use their expertise to track animals while maintaining a respectful distance, ensuring both guest safety and wildlife conservation.
Park Regulations
All guests must adhere to national park and wildlife reserve regulations to ensure safety and environmental protection. Visitors must remain inside safari vehicles unless instructed otherwise by a guide and should never attempt to feed, touch, or approach wild animals. During trekking, noise levels must be kept to a minimum to avoid disturbing wildlife, and designated trails must be followed to protect fragile ecosystems. Littering is strictly prohibited, and guests should carry out all waste to preserve the pristine landscapes. Flash photography is not permitted in some areas, particularly during gorilla or chimpanzee trekking, as it may distress the animals. Additionally, park authorities enforce strict rules on permits, with some activities, such as gorilla trekking, allowing only a limited number of visitors per day to minimize environmental impact. By respecting these guidelines, travelers contribute to the conservation of Africa’s wildlife and the sustainability of its protected areas.
Force Majeure
Arrow Trekking and Safaris is not liable for disruptions, delays, cancellations, or additional costs arising from circumstances beyond our control. “Force Majeure” refers to unforeseen events that prevent the fulfillment of travel arrangements, including but not limited to natural disasters, extreme weather conditions, political unrest, war, terrorism, pandemics, government regulations, strikes, or any other event that makes it impossible or unsafe to operate a trip as planned.
In the event of Force Majeure, we will make reasonable efforts to reschedule or modify the affected travel itinerary. However, we are not obligated to provide refunds for services already rendered or for expenses incurred due to external disruptions. Any additional costs arising from changes, including alternative accommodations, transportation, or rescheduling fees, will be the responsibility of the traveler.
Where possible, we will work with service providers (lodges, airlines, park authorities) to secure refunds or credits for future travel. However, policies vary by provider, and some bookings—such as non-refundable permits or accommodation deposits—may not be eligible for reimbursement. We strongly recommend travelers purchase comprehensive travel insurance to cover unexpected disruptions caused by Force Majeure events.
Photography & Marketing Use
Arrow Trekking and Safaris may capture photographs and videos during safaris and trekking expeditions for promotional and marketing purposes. By participating in our tours, travelers acknowledge that they may appear in images or footage used for advertising, social media, brochures, websites, and other marketing materials.
We respect our clients’ privacy and will never sell or misuse personal images. If a traveler prefers not to be photographed or wishes to have specific images removed from our platforms, they can inform our team in writing before or during the trip.
Additionally, travelers are welcome to take their own photographs and videos during the tour. However, drone use is subject to national park regulations and may require special permits. We also encourage responsible photography by respecting local communities, wildlife, and cultural sensitivities.
Complaints & Dispute Resolution
At Arrow Trekking and Safaris, we are committed to providing exceptional service and unforgettable experiences. However, we acknowledge that concerns or disputes may arise during the booking process or while on tour. We encourage open communication and will make every effort to resolve issues in a fair and timely manner.
If a traveler has a complaint during their trip, they should immediately report the issue to their guide or tour operator representative. We will strive to address and resolve the concern as quickly as possible to ensure the best possible experience. If the issue cannot be resolved on-site, travelers must submit a formal written complaint within 14 days of the trip’s completion. Complaints should be sent via email or in writing, including full details of the issue and supporting documentation if applicable.
Our team will acknowledge receipt of the complaint within five business days and conduct a thorough review. We will communicate our findings and any proposed resolutions within 30 business days. In cases where an agreement cannot be reached, disputes may be referred to independent mediation or arbitration in accordance with the legal framework of the country where the tour was conducted.
We are committed to ensuring fair and transparent dispute resolution while maintaining our high standards of service and customer satisfaction.
Updates to Terms & Conditions
Arrow Trekking and Safaris reserves the right to modify, update, or amend these Terms & Conditions at any time to reflect changes in our services, industry regulations, or legal requirements. Updates may be made without prior notice; however, any significant changes affecting bookings or traveler rights will be communicated via our website or direct notification to affected clients.
The most current version of our Terms & Conditions will always be available on our official website, and continued use of our services after modifications indicates acceptance of the updated terms. Travelers are encouraged to review these terms periodically to stay informed about any changes.
If amendments to our Terms & Conditions impact an existing booking, we will notify clients as soon as possible and provide options where applicable. In cases where changes are legally mandated, they will take immediate effect.
We remain committed to transparency and fairness, ensuring our policies reflect best practices in the travel and tourism industry while prioritizing our clients’ interests.
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