Effective: Monday, 30 June 2025
Fairness: We commit to fair, prompt refunds in line with local laws and booking terms.
Transparency: We disclose all refund rules prior to booking confirmation.
Jurisdiction-Specific Compliance:
EU/UK: Follows Consumer Rights Directive (2011/83/EU) & Package Travel Regulations.
USA: Aligns with FTC guidelines and state-specific consumer laws.
| Timeline | Refund Amount |
|---|---|
| 30+ days before departure | 90% refund (10% retained for processing/non-recoverable costs). |
| 15–29 days before departure | 70% refund. |
| 7–14 days before departure | 50% refund. |
| <7 days before departure | No refund (except under Force Majeure or legal exceptions). |
Special Cases:
Gorilla/Permit Bookings: Non-refundable if canceled less than 30 days prior (per Uganda Wildlife Authority rules).
Flights: Subject to airline policies; refunds may incur 100% fees if non-refundable.
Cooling-Off Period: 14 days for online bookings (excludes customized/custom tours).
Package Tours: Full refund if canceled >30 days out; pro-rata refunds for significant changes (e.g., itinerary alterations).
Force majeure (e.g., pandemics, natural disasters): Refund within 14 days or voucher with 18-month validity.
State Laws: NY/CA customers receive full refunds if canceled >72 hours post-booking.
Credit Card Disputes: We process refunds within 5 business days.
Travel Insurance is strongly recommended, as refunds for covered cancellations are handled by the insurer.
Permits & Park Fees: (e.g., Bwindi gorilla permits, Serengeti entry).
Third-Party Costs: Pre-paid lodges, activities, or .sas.
Administrative Fees: 10% on all cancellations.
Request: Submit via email (refunds@pristinetoursuganda.com) with booking ID.
Verification: Completed within 7 business days.
Payment:
Credit/Debit Card: 5–10 business days.
Bank Transfer: 10–15 business days (currency conversion fees apply).
Definition: War, natural disasters, government advisories, or pandemics.
Options:
100% voucher valid for 24 months.
A 70% cash refund will be provided if the services are not If the services do not arrive, we will provide a 70% cash refund. Documentation Required: Provide evidence of the emergency, such as a medical certificate.
rtificate).
Validity: 24 months from Validity: 24 months from the issue date. Transferability: Fully transferable to friends and family.
Transferability: Fully transferable to friends and family. Top-Up: Covers price differences if the new tour costs more.
costs more.
| Region | Key Rights |
|---|---|
| EU/UK | 14-day cooling-off; full refund for major changes; protection for package tours. |
| USA | State-specific chargeback rights; FTC-mandated transparency. |
Refund Requests: refunds@pristinetoursuganda.com
Complaints: Complaints resolved within 30 days. Escalate to:
EU/UK: European Consumer Centre (ECC-Net) or UK’s ADR.
USA: Better Business Bureau (BBB) or state AG office.
Address:
Plot 10,
Ssuna II Road,
Ntinda, Kampala, Uganda.
Updates: Policy reviewed annually; changes posted on website.
Insurance: We strongly recommend policies covering cancellations (e.g., World Nomads).
Group Bookings: Custom terms provided in contract.