Terms and Conditions

Welcome

These Terms and Conditions govern all contracts made by Inclusive Holidays Ltd (hereinafter “the Company”, “we”, “us” or “our”) with organisers, retailers and clients for travel, tour and destination management services in Eastern and Southern Africa. By booking or paying a deposit for any of our services you accept and agree to these Terms & Conditions.

1. Definitions

• Company / Inclusive Holidays Ltd — the operator named on invoices and confirmations.
• Organiser — the party contracting with the Company for the provision of Services to Clients (this may be a travel agent, tour operator or other third party).
• Client / Traveller — any person for whom Services are booked and provided.
• Services — the travel, tour, accommodation, transport, guiding, or other arrangements provided by us or on our behalf.

2. Contractual relationships

1. These Terms apply to all contracts between the Company and the Organiser. The Organiser warrants that it has authority to accept these Terms on behalf of any Client.
2. The Company acts as agent to the Organiser where applicable. Where the Company provides services directly to the Client, a contract shall be formed in accordance with the booking confirmation issued by the Company.

3. Bookings, confirmations and payments

1. A booking is confirmed only when the Company issues a written confirmation or invoice and the required deposit is received.
2. The Organiser/Client must pay deposits, final balances and any supplier fees by the dates shown on the invoice. Failure to pay by the due date may result in automatic cancellation and applicable cancellation charges.
3. Prices quoted are subject to confirmation at time of booking and may change if supplier costs, taxes, exchange rates or fuel surcharges change prior to final payment.

4. Prices, rates and “from” price display

1. The price shown on the booking confirmation is the price payable unless otherwise agreed in writing. If multiple pricing categories exist (for example adult, child, single supplement), only one category may be designated as the “from” price for display purposes.
2. Where Government or supplier increases occur after a booking is made we reserve the right to pass on reasonable surcharges (fuel, taxes, entry fees), subject to applicable consumer protection laws.

5. Cancellations and refunds

1. Unless otherwise specified in the booking confirmation or a special offer, deposits are non-refundable.
2. Cancellation charges will be applied in accordance with the schedule set out in the booking confirmation. Example policy (standard reference — subject to specific trip terms):
   • Deposit: 20% non-refundable at time of booking.
   • 60–35 days prior to travel: 30% of total cost.
   • 34–15 days prior to travel: 50% of total cost.
   • Within 14 days or no-show: 100% of total cost.
3. Where suppliers impose different cancellation terms (e.g. lodges, airlines, domestic flights), those supplier terms also apply and may result in higher cancellation charges. Please refer to your individual booking confirmation for the exact cancellation terms.

6. Changes by you (the Organiser / Client)

1. Any requested changes to confirmed bookings must be made in writing and are subject to availability and any supplier charges. The Company will endeavour to assist but cannot guarantee any changes can be made.
2. Re-invoicing, amendment fees, or supplier penalties may apply.

7. Changes by the Company or suppliers

1. We use our best endeavours to operate all services as advertised. However, the Company reserves the right to make changes to itineraries, suppliers, accommodations, dates, and departure times where necessary for operational, safety, or legal reasons.
2. If a significant change occurs before departure the Company will inform the Organiser/Client as soon as reasonably possible and will propose alternatives or the right to cancel with refund in accordance with the extent of the change and applicable law. The Company’s liability for any change is limited as set out in these Terms.

8. Force Majeure

1. The Company will not be liable for any failure to perform its obligations where such failure is caused by events beyond its reasonable control, including but not limited to war, threat of war, civil unrest, strikes, industrial action, natural disaster, pandemic, government action, closure of borders, severe weather, and supplier bankruptcy.
2. In such cases the Company will use reasonable endeavours to assist Clients in restructuring travel plans; additional costs incurred may be chargeable to the Client.

9. Insurance, passports and visas

1. It is the responsibility of the Organiser and each Client to hold comprehensive travel and medical insurance (including emergency evacuation cover) valid for the activities and destinations booked. The Company may require proof of insurance prior to travel.
2. The Organiser/Client is responsible for passports, visas, vaccinations, health requirements, and any other entry requirements. The Company accepts no responsibility for consequences arising from failure to obtain required documentation or health clearance.

10. Health, safety and fitness

1. Some activities involve inherent risks (game drives, walking safaris, water-based activities, high-altitude treks). Clients must inform the Company in writing of any medical condition, disability or special requirement at booking. The Company will make reasonable efforts to accommodate needs but cannot guarantee suitability for all activities.

11. Liability and limitation of liability

1. The Company arranges and provides services through third-party suppliers (hotels, airlines, transport operators, guides). Except where the Company is negligent, the Company’s liability for loss, damage, delay or injury is limited to refunding monies received for the service concerned. The Company is not liable for indirect, consequential or special losses.
2. The Company’s total liability (except in case of death or personal injury resulting from proven negligence) shall not exceed the total amount paid for the relevant booking.

12. Behaviour, safety and removal from trips

1. Clients must comply with local laws, guide instructions and any safety rules. The Company reserves the right to remove any person from a trip at the person’s expense where their behaviour is likely to endanger or cause distress to others, or where they fail to follow staff instructions. No refunds will be given in such circumstances.

13. Complaints procedure

1. If you have a problem whilst travelling, you must notify your local Company representative or supplier immediately so that we can attempt to remedy the situation.
2. If you remain dissatisfied, notify the Company in writing within 28 days of the completion of your travel, providing booking reference, full details of the complaint and any supporting evidence. The Company will respond and investigate in accordance with its complaint handling policy.

14. Data protection and privacy

1. The Company collects and processes personal data for booking and operational purposes. Personal data will be processed in accordance with applicable data protection laws and the Company’s Privacy Policy. By making a booking you consent to the use of your personal information for the purposes of travel arrangements and related communications.

15. Intellectual property

All materials on the Company’s website and written materials supplied (including itineraries, images and brochures) are protected by copyright. They may not be reproduced without the Company’s prior written permission.

16. Special requests and third-party suppliers

1. Special requests (dietary needs, room type, guide language) should be made at the time of booking but cannot be guaranteed.
2. Services provided by third-party suppliers are subject to the supplier’s own terms and conditions. The Company acts as agent where indicated and accepts no greater responsibility for third-party acts or defaults than is permitted by law.

17. Currency, taxes and surcharges

Prices published by the Company may be subject to local taxes, levies or supplier-imposed surcharges. These will normally be included in your invoice, but the Company reserves the right to pass on unavoidable increases where they occur before final payment.

18. Severability and whole agreement

If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in force. These Terms constitute the entire agreement between the parties and supersede any prior arrangements, representations or agreements.

19. Governing law and jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with the laws of the country specified in your booking confirmation. Any disputes will be subject to the exclusive jurisdiction of the courts of that country unless otherwise agreed in writing.

20. Contact details

Inclusive Holidays Ltd
(Insert full company address, office phone number and official email address here.)

For booking queries, amendments or complaints please email: travel@inclusiveholidays.africa or use the contact details on our website.