Effective November 2024
Section A: Your Dealings with Sustainable Safaris Africa in Respect of Travel Services and Products Offered by Suppliers, before Travel
1. Securing Your Booking
a. To confirm your booking, you must make the following payments to Sustainable Safaris Africa: i. A 30% deposit at the time of booking, except for air travel and gorilla permits, which require 100% payment to secure, and self-catering villa bookings that require a 50% deposit. ii. The final balance is due 60 days prior to travel. iii. 100% of the total confirmed price for bookings made less than 60 days before departure. iv. Greater deposits may be required for specialist products and peak season travel.
b. Failure to make these payments as indicated will result in the inability to confirm your booking.
2. Prices and Payment
a. You will be liable for the total confirmed price, minus any payments made, plus any additional charges due to booking changes.
b. All clients agree to transact electronically with Sustainable Safaris Africa via our third-party payment vendors.
c. Payments must be made by credit card, electronic funds transfer, or telegraphic transfer. Cash and traveller’s cheques are not accepted.
d. If payments are not made by the due date, your booking will be canceled, and the relevant deposit will be forfeited.
3. Price Increase
a. Quotations from Sustainable Safaris Africa are based on external supplier costs which may change until final payment is received or until air tickets are issued.
b. Any increases in costs will be your responsibility and payable to Sustainable Safaris Africa.
c. You acknowledge that: i. Airlines may levy additional airport taxes and fuel charges without notice. ii. Road transportation companies may increase charges due to fuel price increases. iii. Government bodies may levy additional park fees without notice.
d. We will communicate any cost increases beforehand and strive to minimize their impact.
4. Changes to Bookings
a. While we will make every effort to adhere to your confirmed itinerary, significant involuntary changes may occur. In such cases: i. We will provide a reasonable alternative at no extra cost. ii. If you reject the alternative or it is unavailable, we will refund you the relevant amount, subject to supplier terms.
b. For voluntary changes, we will do our best to accommodate you but may charge applicable cancellation fees.
5. Travel Deals and Discount Rates
a. All travel deals are subject to separate terms from suppliers. Specific terms will be communicated at the time of quoting.
6. Waiver, Indemnity, and Liability
a. All documents issued by Sustainable Safaris Africa are subject to supplier terms.
b. Participation in any travel package is at your own risk.
c. You indemnify Sustainable Safaris Africa against any claims for damages or loss arising from the services provided.
d. We act solely as an agent for third parties and are not liable for any delays, losses, or damages caused by third-party products and services.
e. Familiarize yourself with suppliers’ terms, especially those requiring signature upon arrival.
f. Rental car companies may notify you of speed limit violations, which could result in cancellation of insurance.
7. 3rd Party Terms and Conditions
By accepting our terms, you also agree to the terms of our suppliers, which include but are not limited to accommodation providers and transportation services.
a. Confirming your booking establishes a contractual relationship with suppliers, and their terms will apply.
b. Any issues related to supplier services must be resolved directly with them.
c. Suppliers may change their services, and we will communicate any changes promptly.
d. You are responsible for complying with health, safety, and entry requirements set by suppliers.
8. Cancellation and Refund Policy
a. Cancellations will incur fees as defined below. While we may attempt to secure waivers or refunds from suppliers, no guarantees are made.
b. Cancellations must be in writing, with proof of receipt.
c. Cancellation policy: i. 61+ days before departure: Deposit non-refundable. ii. 0-60 days before departure: 100% cancellation fee.
d. We will provide alternatives if we cannot confirm services, and will refund if alternatives are unacceptable.
e. Timely provision of names and booking forms is your responsibility to avoid additional costs.
f. We reserve the right to cancel services in unavoidable circumstances, with a full refund for canceled services.
g. No refunds for partly used services or no-shows.
h. Refer to our Deposit Protection terms for potential refunds under specific circumstances.
9. Deposit Protection Terms
a. New bookings made from November 2024 include enhanced protection for deposits in unforeseen circumstances outside your control. Details are available in our Deposit Protection T&Cs.
10. Complaint and Dispute Resolution
a. Complaints must be reported to us immediately and followed up in writing within 30 days.
b. Email complaints to info@sustainablesafaris.africa.
c. We will acknowledge and investigate complaints within 30 days, but cannot guarantee resolution for issues outside our control.
11. Flight Rules
a. All airlines require the full names of passengers as stated in their passports. When booking flights with Sustainable Safaris Africa, we require passport details of all passengers. Please provide the full first/given name (including middle name, if shown) and last/family name as indicated on the barcode at the bottom of your passport bio page.
b. Failure to provide the correct spelling or any name changes post-ticket issuance may result in additional fees for the client if corrections are needed. This is a security procedure to prevent discrepancies. Sustainable Safaris Africa accepts no responsibility for incorrect passport numbers or spelling of names provided by the client. Additional charges for flight ticket changes will be the client’s responsibility.
c. Once air tickets are issued, any changes will be subject to the relevant airline’s terms and conditions applicable to that fare type.
d. It is your responsibility to check and correct any errors in your flight reservations as shown on the Traveller Information Form. Sustainable Safaris Africa accepts no liability for incorrect details provided by you.
e. Airfares are guaranteed only once your deposit and a completed Traveller Information Form for each traveller are received. Only then can the air ticket be issued and the airfare guaranteed.
f. Should any airline levy additional airport taxes and fuel charges before your flight, you agree to pay these increases, either to Sustainable Safaris Africa or the airline as instructed.
g. While Sustainable Safaris Africa will endeavour to assist with seating and meal requests, we cannot guarantee these preferences.
h. All baggage and personal belongings are your responsibility at all times. Sustainable Safaris Africa will not accept liability for misplaced baggage or loss/damage to your personal effects.
i. Cancellation of your air ticket will be subject to the relevant airline’s terms and conditions for that fare type.
j. If a refund is granted by the airline, it may take time. Sustainable Safaris Africa will only refund amounts once received from the airline.
k. Air tickets unused for more than one year from the issue date are considered expired and must be submitted to the airline for any potential refund. Sustainable Safaris Africa will assist in this process but cannot guarantee refunds.
l. You will receive an e-ticket reference number and a full itinerary once your air ticket is fully paid.
m. In the event of a voluntary change, you will be responsible for any fare differences and taxes.
n. Passengers weighing 100 kg (220 lbs) or more must notify us in advance, as an extra seat may need to be reserved, with associated costs included in the booking. This information is required for weight distribution and balancing of aircraft.
o. If an airline is grounded for any reason (e.g., bad weather), we will facilitate booking new transport services, but costs will be your responsibility. If eligible for flight refunds, we will assist in the process, noting that airline refunds typically take 6-8 weeks.
Section B: Your Dealings in Respect of Travel Services and Products Offered by Suppliers, During Travel
12. Baggage Rules
a. You must comply with the baggage regulations of the airlines and charter companies you will be using. Sustainable Safaris Africa recommends consulting our Africa Safari Experts for guidance, but you remain responsible for meeting these regulations.
b. Light aircraft flights have specific baggage regulations, including weight and structure. Consult our Africa Safari Experts for advice.
c. Non-adherence to baggage regulations may result in delayed transfer of your baggage or additional costs.
13. Passports and Visas
a. You must meet the necessary travel documentation, permit, and visa regulations of the countries you intend to enter, transit, or visit. Sustainable Safaris Africa recommends consulting our Africa Safari Experts, but you are ultimately responsible for compliance.
b. Your passport must have sufficient blank visa pages available, with a minimum of two adjacent blank visa pages per country for entry, transit, or visit.
c. Your passport must be valid for at least six months beyond your travel dates, following international standards.
d. Check your visa requirements with the relevant embassies/consulates, as they may vary by nationality.
e. To view visa requirements, follow this link to our partner, Sherpa, for guidance.
f. If travelling alone with minor children (under 18 years), you must provide a police-certified letter of consent from the absent parent(s). Sustainable Safaris Africa recommends consulting our Africa Safari Experts, but you are responsible for compliance.
g. Parents travelling internationally with children may be asked to present the child’s full unabridged birth certificate upon exit/entry. While not always required, it is advisable to carry this document.
14. Inoculation, Immunisation, and Medication
a. You must comply with the immunisation, inoculation, and medication regulations of various African countries. Sustainable Safaris Africa recommends consulting our Africa Safari Experts and reviewing guidelines for each country.
b. It is your responsibility to ensure you are medically fit to travel.
15. Travel Insurance
a. You agree to purchase comprehensive travel insurance at the time of booking. Without such insurance, you will be responsible for all costs arising from cancellations, re-routing, rescheduling, or emergencies during your travels. If you fail to purchase adequate insurance, you will not hold Sustainable Safaris Africa responsible for any loss or harm.
b. Familiarize yourself with the terms of our Deposit Protection. Note that deposit protection does not replace travel insurance.
c. When you cancel your booking and request an insurance letter for a claim, Sustainable Safaris Africa cancels all services with respective suppliers and provides the claims letter. Once a booking is cancelled in writing, it is considered a full cancellation, and any new bookings will be subject to applicable payments.
Section C: Legals
16. General
a. No amendment, addition, or consensual cancellation of this Agreement will be binding unless recorded in writing.
b. These Terms and Conditions are included in the online quotation, online itinerary, and your sales invoice. They contain all terms of the agreement between you and Sustainable Safaris Africa. Please ensure that everything you have agreed to is documented in this Agreement. In case of any conflict between these documents, the provisions of the Client Traveller Information Form will prevail.
c. If any provision of this Agreement is found by a court to be invalid or void, that provision will be severed from the remaining provisions without affecting the remainder of the agreement.
d. Neither party shall lose any of its rights under this Agreement if it does not immediately and consistently insist on them.
e. This Agreement shall be governed by the laws of the Republic of South Africa and enforced by the courts within the Republic.
f. You consent to the jurisdiction of the Magistrate’s Court, regardless of whether the amount exceeds the court’s jurisdiction.
g. Should Sustainable Safaris Africa need to initiate legal proceedings against you to collect amounts owed, you will be responsible for all costs incurred in the collection process.
h. You are not entitled to cede any of your rights or assign any of your obligations under this Agreement.
i. If Sustainable Safaris Africa is unable to fulfill its obligations due to events beyond its control, we will be relieved from those obligations during the period that such events and their consequences continue, without liability for delays or failures.
j. Updated versions of this Agreement may be sent to you as policies change or external factors, such as legislation, require. Please read these amended terms carefully and raise any queries you may have.
17. Addresses for Notices and Legal Process
a. The parties designate the following physical addresses for serving documents in legal proceedings related to this Agreement: i. Rhino Africa House, 103 Francis Street, Zonnebloem, Cape Town 7925 ii. You: The address provided on your Client Traveller Information Form.
b. Either party may change its address by notifying the other party, provided the notice is received at least seven days prior to the change.
18. Confidentiality
a. We are committed to protecting your privacy. Any information you provide during your use of our services will be treated confidentially. We will not disclose, sell, or distribute your information to any third party without your explicit consent, except as required by law or to fulfill contractual obligations. By using our services, you agree to this confidentiality clause.
19. Exchange Rates and Adjustments
a. Quotes are provided at the prevailing daily exchange rate. Until Sustainable Safaris Africa has received payment, we reserve the right to amend any quote. Should the quote increase due to exchange rate fluctuations, you will be responsible for settling any increase. It is your responsibility to verify that there have been no changes to the quote before payment. Sustainable Safaris Africa accepts no liability for cancellations resulting from non-payment.
20. Agreement
a. The information on this site is an invitation to do business, not an offer. If you send an offer to us, Sustainable Safaris Africa will indicate acceptance via return mail. We act as an agent for our business partners, and any agreement resulting from the acceptance of an order is deemed to be between you and the relevant business partner.
21. Editorial Control
a. This website contains content from third parties and links to other sites. Sustainable Safaris Africa does not screen or filter this content and accepts no liability for defamatory, illegal, or criminal content on those sites. We encourage users to report any such content for investigation. Our rates may vary seasonally, and while we strive for accuracy, they are indicative.
22. Applicable Law
a. This site is created, maintained, and controlled in the Republic of South Africa, and as such, the laws of South Africa govern this user agreement and your use of this site.
23. Intellectual Property Rights
a. All content on this site, including text, graphics, logos, and trademarks, is the intellectual property of Sustainable Safaris Africa and is protected by South African and international intellectual property laws.
24. Change to User Agreement
a. Sustainable Safaris Africa reserves the right to make changes to this site and user agreement at any time without notice.
25. Disclaimer
a. While we endeavor to provide accurate and up-to-date information, neither Sustainable Safaris Africa nor its employees, agents, and associates make any representations or warranties regarding the site or the information available. We will not be liable for any damages arising from the use of or inability to use this site or the information contained herein, including direct, indirect, incidental, punitive, and consequential damages.
