Clear and Fair Travel Terms

Your Cancellation Terms

The cancellation terms applicable to your journey will be confirmed in writing before your booking is finalized.

Because every journey may include different experiences, accommodation, permits, transportation and independent service providers, cancellation conditions can vary.

Your booking confirmation will therefore specify the applicable cancellation deadlines, charges and refund conditions.

Cancellation by the Guest

If you need to cancel your journey, please notify Virunga Collective in writing as soon as possible.

Any refund will depend on the date we receive your cancellation, the services included in your booking, payments already made to secure those services and the cancellation policies of relevant independent providers.

Where a service provider has applied a non-refundable charge, that amount may not be recoverable.

Gorilla Trekking & Limited-Availability Services

Gorilla trekking permits and certain other limited-availability services are subject to the applicable terms and conditions of the relevant authorities or providers.

Once such services have been confirmed or paid for, their cancellation or refund conditions may differ from the general terms of your journey.

We will communicate these conditions clearly before you commit to the booking.

Changes Instead of Cancellation

If your plans change, we encourage you to contact us before cancelling.

Where possible, we may be able to change your travel dates, modify your experience, adjust accommodation or redesign part of your journey.

Changes are subject to availability and any additional costs or provider conditions that may apply.

Cancellation by Virunga Collective

In exceptional circumstances, Virunga Collective may need to cancel or significantly alter an experience or journey.

This may occur because of circumstances beyond reasonable control, including severe weather, unsafe conditions, government or park restrictions, natural events or other circumstances affecting the safe operation of the journey.

Where this occurs, we will communicate with you as soon as reasonably possible and work toward an appropriate alternative or applicable refund.

Changes Caused by Independent Providers

Some elements of your journey may be provided by independent accommodation, transport, activity or other service providers.

If an independent provider changes or cancels a service, we will assist with communication and, where reasonably possible, help arrange an alternative.

Any refund or compensation relating to that service will be subject to the provider's applicable terms.

No-Show & Early Departure

If you do not arrive for a confirmed service or choose to leave your journey early, refunds are not guaranteed.

Any refund will depend on the specific service and the applicable cancellation conditions.

Travel Insurance

We strongly recommend comprehensive travel insurance covering cancellation, interruption, medical expenses and other relevant travel risks.

Travel insurance can provide protection where costs cannot be recovered under the applicable cancellation terms.

Refund Processing

Where a refund is due, we will confirm the applicable amount and process it according to the payment method and conditions associated with the booking.

Third-party refund processing may take additional time where funds must first be returned by an independent provider.

Before You Book

We want you to understand the cancellation conditions before committing to your journey.

Your booking proposal and confirmation will contain the specific cancellation terms that apply to your arrangements.

If anything is unclear, please ask us before confirming your booking.