Last updated: September 12, 2026
1. Your Booking Terms Control
Cancellation charges depend on the suppliers, permits, accommodation and transport included in your itinerary. Your quotation or invoice will state the deposit, payment deadlines and cancellation schedule for your specific trip. Those written booking terms control if they differ from this general policy.
2. Cancelling a Booking
Send cancellation requests in writing to bookings@gorillatreksafari.com. Cancellation takes effect on the date we receive the request during business hours. We will confirm the applicable charges and any refundable balance in writing.
3. General Cancellation Guidance
Unless your booking documents state otherwise, the following is a guide to how cancellation costs are assessed:
- Cancellation before supplier deposits or permits are paid may qualify for a refund less any non-refundable administration or payment-processing costs.
- Cancellation after permits, accommodation or transport have been paid may result in those non-refundable supplier charges being deducted.
- Late cancellation or no-show may result in little or no refund because suppliers may charge the full booking value.
We will always request any refundable amounts available from suppliers and pass them on after deducting permitted charges.
4. Gorilla and Primate Permits
Gorilla, chimpanzee and other primate permits are issued by the relevant authorities and may be non-refundable or subject to strict change rules. We cannot guarantee a refund or date change where the authority does not allow one. Permit conditions will be explained in your booking documents.
5. Changes Instead of Cancellation
Tell us as early as possible if you need to change dates, travellers, accommodation or activities. We will ask suppliers whether changes are possible, but additional costs, fare differences, new permit fees or amendment charges may apply.
6. Cancellation by Us
We may cancel or materially change a trip when required by safety concerns, government or park restrictions, supplier failure or circumstances beyond reasonable control. We will discuss available alternatives or amounts recoverable from suppliers. Travel insurance is recommended for losses that are not recoverable from us or suppliers.
7. Travel Insurance
We strongly recommend comprehensive travel insurance covering cancellation, interruption, illness, medical evacuation, activities and baggage. Insurance claims are made directly with the insurer, and we can provide supporting booking documents where appropriate.
8. Contact
For help with a change or cancellation, contact bookings@gorillatreksafari.com or +250 788 915 893 as soon as possible.