Cancellation & Refund Policy
Policy Effective Date: January 2022
Thank you for choosing Still Waters Safaris for your adventure. We recognize that travel plans can change unexpectedly. This policy balances our operational commitments with flexibility for our valued clients.
I. Booking Confirmation & Deposit Structure
1. Confirmation Requirements
Your safari itinerary is confirmed upon receipt of a non-refundable deposit of 30% of the total trip cost. This deposit secures your dates, accommodations, vehicle allocation, and guide assignment. Full payment is required 60 days prior to departure for trips under 14 days, and 90 days prior for expeditions exceeding 14 days.
2. Deposit Non-Refundability
The 30% deposit is non-refundable under all circumstances as it covers immediate operational commitments including lodge reservations, park permit procurement, and logistical coordination. This deposit may be transferred to an alternative departure date within 12 months, subject to availability and potential price adjustments.
II. Tiered Cancellation Schedule
Cancellations must be submitted in writing via email to info@stillwaterssafaris.co.tz. Refund eligibility is determined by the number of days between cancellation notice and scheduled departure:
Tier 1: 90+ Days Prior
- Refund: 50% of payments beyond the deposit
- Retention: 30% deposit + 20% administrative fee
- Rationale: Sufficient time for rebooking; partial cost recovery
Tier 2: 60-89 Days Prior
- Refund: 30% of payments beyond the deposit
- Retention: 30% deposit + 40% administrative fee
- Rationale: Reduced rebooking window; increased sunk costs
Tier 3: 30-59 Days Prior
- Refund: 15% of total trip cost
- Retention: 85% of total payment
- Rationale: Lodge/vehicle commitments typically non-refundable at this stage
Tier 4: 0-29 Days Prior
- Refund: None
- Retention: 100% of total payment
- Rationale: Full operational commitments finalized; no rebooking opportunity
III. Itinerary Modification Policy
Date & Duration Changes
- 90+ days prior: One free modification; subsequent changes incur USD $150 administrative fee
- 60-89 days prior: USD $250 modification fee + any supplier cost differentials
- 30-59 days prior: USD $500 modification fee + supplier cost differentials; subject to availability
- 0-29 days prior: Modifications treated as cancellations under Tier 4
Participant Substitutions
Name changes are permitted up to 30 days prior to departure with no fee, provided the substitute meets all trip requirements (fitness level, visa eligibility, vaccination status).
Itinerary Downgrades
Reductions in accommodation standard, vehicle category, or trip duration follow the cancellation schedule above for the removed components.
IV. Travel Insurance Requirement
Mandatory Coverage: All clients are required to obtain comprehensive travel insurance that includes:
- Trip cancellation/interruption coverage
- Medical evacuation and repatriation
- Emergency medical treatment
- Baggage loss/delay protection
Insurance documentation must be provided no later than 60 days prior to departure. Failure to provide proof of coverage may result in booking cancellation under Tier 2 or 3 provisions.
Insurance Benefit: Travel insurance protects you from financial loss due to covered reasons (medical emergencies, family bereavement, severe weather, etc.) that our cancellation policy cannot accommodate.
V. Force Majeure & Operational Disruptions
Definition: Force majeure includes natural disasters, pandemics, government travel restrictions, civil unrest, terrorism, or other events beyond Still Waters Safaris' reasonable control.
Service Disruption Protocol
- If Still Waters Safaris cancels your trip due to force majeure: Full refund or credit toward future travel (client's choice)
- If you cancel due to force majeure affecting your departure location: Standard cancellation schedule applies (travel insurance should cover this scenario)
- If force majeure occurs mid-trip: Pro-rated refund for undelivered services, minus non-recoverable supplier costs
Partial Service Delivery: If specific components become unavailable (park closures, lodge closures), we will provide comparable alternatives. If no acceptable alternative exists, you receive a pro-rated refund for that component only.
VI. Payment Responsibility & Incidentals
Included Services: Your quote specifies all included services. Any items marked as "excluded" or "optional" are your direct financial responsibility.
Incidental Charges
You are liable for:
- Alcoholic and premium beverages (unless specified as included)
- Personal purchases (souvenirs, spa services, specialty activities)
- Gratuities for guides and lodge staff
- Visa fees
- Travel insurance premiums
Damage Liability: You are financially responsible for damage to vehicles, accommodations, or equipment caused by negligence or misconduct.
VII. Exceptional Circumstances & Discretionary Refunds
Case-by-Case Review: While this policy establishes standard procedures, Still Waters Safaris reserves the right to grant exceptions in genuinely extraordinary circumstances, including:
- Documented medical emergencies requiring immediate hospitalization
- Immediate family bereavement (parent, spouse, child, sibling)
- Involuntary military deployment
- Natural disaster affecting your primary residence
Application Process: Requests for discretionary consideration must be submitted in writing with supporting documentation within 14 days of the cancellation event. Decisions are final and non-appealable.
VIII. Communication & Dispute Resolution
Cancellation Procedure
- Submit written cancellation notice to info@stillwaterssafaris.co.tz
- Receive confirmation email with reference number within 48 hours
- Refund processing (if applicable) occurs within 21 business days
- Refunds issued to original payment method
Dispute Resolution: Any disputes regarding this policy will be governed by the laws of Tanzania. Both parties agree to attempt mediation before pursuing legal action.
IX. Policy Acceptance
By confirming your booking with Still Waters Safaris, you acknowledge that you have:
- Read and understood this Cancellation & Refund Policy in its entirety
- Obtained or committed to obtaining comprehensive travel insurance
- Accepted the financial terms and cancellation schedule outlined above
We strongly recommend purchasing travel insurance immediately upon booking to maximize coverage for unforeseen circumstances.