A booking may be made through email, telephone, WhatsApp, the Ruku Safaris website, an authorized travel agent, or another official communication channel. A booking request is not confirmed until the required deposit or payment has been received, the requested services are confirmed as available, and Ruku Safaris issues written confirmation. A quotation or proposed itinerary alone does not guarantee a reservation.
The lead traveller must be at least 18 years old and is responsible for providing accurate information for everyone on the booking, making payments, communicating changes or cancellations, and ensuring that all travellers understand the Terms. Information such as names, passport details, nationality, dates of birth, travel dates, dietary requirements, medical or mobility needs, and special requests must be accurate.
Quotations are valid only for the period stated. Prices may change before confirmation because of accommodation rates, park and conservation fees, permits, government taxes, fuel prices, exchange rates, flights, supplier charges, and other unavoidable operational costs. Prices become fixed once the booking is confirmed in writing, subject to the Terms. Prices may be calculated per person sharing, single occupancy, group, vehicle, or according to the specific itinerary.
A 30% deposit of the total safari cost is normally required to secure a booking, unless another amount is stated in the quotation or invoice. Safaris involving gorilla or chimpanzee permits, domestic flights, special accommodation, or other high-value services may require full payment of those services in advance. The remaining balance is normally due at least 45 days before departure, although some bookings may have earlier deadlines. Bookings made 45 days or less before departure may require full payment immediately.
Failure to pay by the required deadline may result in provisional reservations being released, cancellation of the booking, cancellation charges, supplier penalties, or additional costs for reinstating the booking.
Payments may be made using approved bank transfers, cards where available, approved online payment platforms, or cash where expressly agreed. The Client is responsible for bank charges, currency conversion charges, card-processing fees, and other transaction costs unless otherwise agreed. Payments are considered received only after cleared funds are available to Ruku Safaris. Clients should use only official payment instructions because Ruku Safaris is not responsible for payments made to unauthorized individuals or unofficial accounts.
Gorilla and chimpanzee permits are controlled by relevant wildlife authorities and depend on availability and applicable regulations. A permit is not guaranteed until the authority confirms the reservation and the required payment is received. Cancellation, refund, and rescheduling are governed by the rules of the relevant wildlife authority. Ruku Safaris cannot guarantee a refund where the authority does not approve one.
Cancellations must be submitted in writing and become effective when received by Ruku Safaris. Unless different supplier-specific conditions apply, the normal cancellation charges are:
| Notice before departure | Cancellation charge |
|---|---|
| 60 days or more | 20% |
| 59–45 days | 30% |
| 44–31 days | 50% |
| 30–15 days | 75% |
| 14–0 days | 100% |
| No-show | 100% |
These charges may be increased by non-refundable amounts already committed to suppliers, such as permits, flights, peak-season accommodation, park fees, visa fees, and other restricted services.
Normally, no refunds are provided for no-shows, late arrival, early departure, missed activities, unused accommodation or transport, voluntary withdrawal, or services that a Client chooses not to use after the safari has started. Alternative arrangements may be possible at the Client’s additional cost.
Clients may request changes to dates, number of travellers, accommodation, safari duration, activities, vehicle type, room arrangements, or other itinerary components. Changes are subject to availability and may attract supplier amendment fees, cancellation charges, permit charges, fare differences, accommodation costs, transport costs, or administrative fees. A change is not effective until confirmed in writing.
Postponement or rebooking depends on availability, supplier conditions, permit rules, accommodation availability, seasonal rates, and the new travel dates. Additional costs caused by postponement are normally paid by the Client.
Ruku Safaris may modify an itinerary when reasonably necessary because of safety concerns, wildlife conservation, government directives, weather, road conditions, security, park regulations, accommodation or transport disruptions, flight changes, or other operational reasons. Where a major change is necessary, reasonable efforts will be made to provide an alternative of comparable standard.
Ruku Safaris is not responsible for failures or delays caused by events beyond its reasonable control, including natural disasters, extreme weather, floods, epidemics, war, terrorism, civil unrest, government restrictions, border closures, strikes, road closures, security threats, transport disruptions, or closure of parks and tourist facilities. Reasonable efforts will nevertheless be made to assist affected Clients.
Safari itineraries are planned carefully but are not guarantees of exact timings or wildlife sightings. Activities may be rearranged because of wildlife movements, weather, road conditions, park regulations, safety, accommodation availability, or operational circumstances. Wildlife sightings cannot be guaranteed because animals live in natural habitats.
Accommodation is provided according to the category and property stated in the quotation or itinerary and is subject to availability. If the selected property becomes unavailable, Ruku Safaris may provide similar or higher-standard accommodation. A lower-standard alternative may result in an appropriate adjustment, while upgrades requested by the Client require availability and additional payment.
Vehicles are selected according to the destination, road conditions, group size and nature of the safari. Travel times are estimates and may be affected by traffic, weather, road conditions, construction, wildlife, mechanical problems and other unforeseen circumstances. Clients must follow reasonable safety instructions from drivers and guides.
Driver-guides and safari leaders may make reasonable decisions concerning routes, timing, driving conditions, wildlife encounters, rest stops and activity schedules for safety and operational reasons. Clients must cooperate with reasonable instructions.
Clients must comply with the rules of relevant wildlife authorities and national parks. They must not feed or harass wildlife, litter, disturb animals, leave designated routes without permission, disobey guides, or engage in conduct that threatens people, wildlife or the environment.
Clients are responsible for obtaining all required travel documents, including valid passports, visas, vaccination certificates where applicable, travel insurance, entry permits and transit documents. Ruku Safaris may provide general information but does not guarantee visa approval or entry into a country. Failure to obtain required documents does not automatically create a right to a refund.
Comprehensive travel insurance is strongly recommended and may be required. It should ideally cover medical treatment, emergency evacuation, personal accident, cancellation, interruption, lost baggage, travel delays and personal belongings.
Clients are responsible for determining whether they are physically fit for activities such as gorilla trekking, chimpanzee tracking, hiking, nature walks, canoeing and rafting. Relevant medical, mobility, dietary and accessibility requirements should be disclosed before confirmation.
Children may participate in selected activities subject to applicable age and activity rules, while parents or guardians remain responsible for them. Clients are also responsible for their personal belongings and valuables.
Dietary requirements, allergies and special requests should be communicated before confirmation. Requests such as honeymoon arrangements, birthdays, specific rooms, private vehicles and special meals depend on availability and may involve extra charges. Tips are voluntary and are not included unless stated in the quotation.
Unless expressly included, Clients are responsible for personal and optional expenses such as international flights, visas, insurance, alcoholic beverages, laundry, souvenirs, internet, shopping, medical expenses, optional activities and additional accommodation.
Clients are expected to behave responsibly toward fellow travellers, staff, local communities, wildlife, accommodation staff, park personnel and the environment. Ruku Safaris may terminate participation where serious misconduct endangers people, harms wildlife, damages property, involves unlawful behaviour or seriously disrupts the safari.
Problems should be reported immediately to the driver-guide, safari leader or Ruku Safaris management so that they can be investigated and resolved during the trip. Unresolved complaints should normally be submitted in writing within 30 days after the safari.
Ruku Safaris exercises reasonable care but is not responsible for losses, delays, injuries, cancellations or additional expenses caused by circumstances beyond its control, independent suppliers, authorities, wildlife, weather, road conditions, flight disruptions, Client misconduct or failure to follow safety instructions, subject to applicable law.
Ruku Safaris may process personal information necessary for bookings, permits, accommodation, transportation, immigration requirements and communication, in accordance with applicable data-protection requirements.
Refunds arising from force majeure depend on amounts actually recoverable from suppliers and authorities. Ruku Safaris will make reasonable efforts to reorganize itineraries, reschedule services, obtain supplier credits or refunds, or arrange alternatives.
Disputes should first be addressed through good-faith communication. Where they cannot be resolved amicably, appropriate legal or alternative dispute-resolution remedies under Ugandan law may be pursued. The Terms are governed by the laws of the Republic of Uganda, with Ugandan courts having jurisdiction subject to applicable procedures.
By booking, paying a deposit or participating in a safari, the Client confirms acceptance of the Terms, payment requirements, cancellation and refund conditions, safari risks, wildlife limitations, applicable laws and safety instructions, and confirms that the information provided is accurate. Before paying a deposit, Clients should carefully review the itinerary, accommodation, inclusions and exclusions, payment schedule, cancellation conditions, permit requirements, travel documents, insurance requirements and any special conditions in the quotation or invoice.
