1. Who we are and what these terms cover

Santaviva Limited (“Santaviva”, “we”, “us”) provides tours and safaris, beach holidays, cultural experiences, accommodation, air ticketing, visa assistance and airport transfers. These terms also cover merchandise purchased directly from us. “You” means the customer and travellers included in the booking.

Contact: santavivaltd@gmail.com | +256 782 021000 / +256 775 272889 | www.santaviva.com. Cancellation notices should be sent to the email address above with the booking reference and lead traveller’s name.

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2. Your booking contract

Before payment, we provide a quotation stating dates, travellers, services, inclusions, exclusions, currency, price validity, payment deadlines, cancellation terms and any special supplier conditions. An enquiry, quotation or payment request alone does not guarantee availability. Your booking is confirmed when we issue written confirmation after receiving the required payment and accepting your booking.

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The lead booker must be at least 18 and authorised to act for the group. Each adult traveller must receive these terms. A parent or legal guardian must authorise a minor’s participation. Tell us promptly if confirmation details are incorrect.

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Mandatory law takes priority. Next apply any expressly agreed booking-specific terms, followed by these general terms. Supplier conditions apply to the relevant component only when disclosed before commitment. More restrictive conditions must be clearly highlighted; they do not silently replace the entire policy. Marketplace bookings retain the cancellation terms displayed and accepted on that platform.

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3. Prices and scope

Only items expressly included in the confirmed quotation are included. International flights, visas, insurance, gratuities, personal purchases and optional activities are excluded unless listed. Room occupancy, meal plans, baggage allowances and whether a vehicle or excursion is private must be stated in the quotation.

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Prices are valid until the stated expiry and remain subject to availability until confirmed. Before confirmation, we correct pricing errors and ask you to accept any revised offer. After confirmation, no discretionary price increase applies. Any permitted change for a new statutory tax or compulsory government charge must be evidenced, explained and agreed before collection, subject to mandatory law.

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Payments and cancellation of tours​​

4. Deposits and balance payments

Unless the accepted quotation states otherwise, a 30% deposit is due on acceptance and the balance is due 45 calendar days before the first service. Bookings made within 45 days require full payment. Permits, flights or supplier commitments may require advance payment above the deposit; any top-up and deadline will be disclosed before commitment and credited towards the total price. A deposit is an advance payment, not automatically a separate cancellation penalty.

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Air tickets must be paid in full before issue. Standalone hotel, transfer and activity payment deadlines are shown in their confirmation. Corporate credit arrangements apply only where separately agreed in writing. We send a written payment reminder and reasonable final deadline before cancelling for non-payment, unless a disclosed supplier deadline requires earlier action. Any cancellation charges are calculated under this policy.

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Pay only through the payment details on our verified invoice. Verify any bank-detail change using a previously known telephone number. Transfer costs, payment-link fees and currency conversion terms must be disclosed before payment. No undisclosed surcharge applies. Refund treatment of these fees is addressed in section 8.

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5. How to cancel

The lead booker should email the cancellation request and specify all or some travellers/services. Receipt time, rather than the date we respond, determines the applicable band. We acknowledge requests within two business days. If no acknowledgement arrives, telephone us and resend the notice. Keep evidence of sending. Telephone discussions should be followed by written notice; they do not prevent us acting promptly to reduce losses.

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Tour notice periods use calendar days before the first service, measured in Uganda time (Africa/Kampala). Business days exclude weekends and Ugandan public holidays. Hour-based deadlines for individual services use the service location’s local time, stated on the confirmation.

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6. Multi-day safaris, tours and beach packages

Separate the total booking price into (A) separately identified permits, flights and other components with disclosed supplier cancellation rules, and (B) the remaining tour price. Apply supplier deductions to A and the schedule below only to B. An item cannot be charged in both categories. Our quotation must identify category A before payment; items not identified remain in B.

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Notice before first service.​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​          Cancellation charge on category B

61 days or more                                     10%

46–60 days                                              25%

31–45 days                                              50%

15–30 days                                              75%

0–14 days or no-show                           100%

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These are maximum scheduled charges. We make reasonable efforts to reduce losses and credit recoveries or resale proceeds attributable to cancelled services, allowing for evidenced reasonable costs. Charges must remain reasonable and lawful and cannot exceed the affected booking price. Refunds equal money paid less the applicable final charge; an unpaid balance is due only to the extent lawfully recoverable.

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Permits, changes and refunds

7. Wildlife permits and amendments

Gorilla, chimpanzee, habituation and other park permits are subject to the issuing authority’s current rules. Before purchase we disclose the authority, activity, date, sector where relevant, permit price and applicable cancellation, transfer and rescheduling restrictions. Full permit payment may be required to secure availability. Permits are not guaranteed until confirmed in writing.

Once issued, permits may be non-refundable or only partly refundable. Do not assume that a date change, name change or refund is available. We submit eligible requests, but only the authority can approve them. Any approved refund or credit is passed to you, less only a separately disclosed lawful administration fee or unavoidable evidenced transaction cost. We do not retain both an authority refund and a cancellation charge for the same permit cost.

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Illness, late arrival, failure to meet eligibility requirements or refusal of park entry does not itself create a permit refund right. Authority rules govern refunds for inability to locate wildlife, interrupted activities or park closure. No particular sighting, animal behaviour, migration crossing or trekking duration is guaranteed.

Request itinerary, date, room or traveller changes in writing. We confirm availability and itemised price differences and supplier charges before committing you. No separate Santaviva amendment fee applies unless disclosed and accepted first. If a change effectively cancels a service, the applicable cancellation rule applies to that service. Unchanged services are not penalised. A reduction in group size may alter shared costs; any revised price must be explained and agreed.

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8. Refund procedure

We provide an itemised cancellation statement within seven business days, showing money paid, component charges, recoveries, the refund due and any supplier decision still pending. We refund undisputed sums held by us within 14 business days after the entitlement is established. Supplier refunds are pursued promptly and remitted within 14 business days of receipt; we update you at least every 30 days while outstanding. These targets do not extend any shorter mandatory legal deadline or postpone sums we are legally required to refund ourselves.

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Refunds normally return to the original payer and payment method. An alternative requires verification and agreement. We cannot guarantee the bank or payment processor’s settlement time. Currency conversion may affect the amount received; deductions must reflect actual disclosed costs, with no hidden exchange margin.

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Payment processing and bank fees are deducted only where genuinely unrecoverable, disclosed before payment and legally permissible. If we cancel through our own fault, our refund includes our booking and payment fees. A credit voucher is offered only with your agreement and must state its value, expiry, permitted use and refundability. We will not force you to accept a voucher where a cash refund is due.

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9. Missed and unused services

For voluntary early departure, missed departures and no-shows, charges apply only to the affected services under their applicable rules. We pursue any recoverable supplier amounts. Missed services caused by our failure are handled under section 14. Where a traveller leaves mid-tour, notify the guide and office promptly so we can assist and reduce avoidable costs.

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Rules for individual services

10. Accommodation and hospitality

Santaviva Hotel direct standard-rate bookings: cancellation received at least 72 hours before the stated check-in time is free; within 72 hours or a no-show, the charge is one night per cancelled room. Any remaining unused nights are refunded. For early departure, charge consumed nights plus at most one additional night, capped at the booked stay price and reduced for relevant resale recoveries.

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Promotional or non-refundable rates and group, long-stay, restaurant-event or exclusive-use bookings require specific terms disclosed before payment. Partner hotels follow the rate rules provided before booking. Rooms included in a tour follow section 6 unless separately identified as category A. Check-in/out times, occupancy, child rates, meals, accessibility and any damage/security deposit are stated in confirmation. Proven guest-caused damage may be charged at reasonable repair or replacement cost, with evidence and an opportunity to respond.

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11. Air ticketing

Airline fare conditions govern ticket cancellation, changes, no-shows, baggage and refunds. Before issue, we disclose fare restrictions and our ticketing/service fees and obtain approval of passenger names and itinerary. You must supply names exactly matching travel documents. Fares and seats may change until ticketed.

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A non-refundable fare does not necessarily make every tax or unused charge non-refundable; we request any recoverable amounts. Our disclosed ticketing fee is earned when the agreed ticketing service is completed, subject to correction or refund where our error caused the loss. Airlines control schedule changes and flight cancellations; we assist with available rerouting or refund rights. Separate-ticket connection risks and relevant transfer times must be disclosed. Nothing here removes our responsibility for our own errors or applicable passenger rights.

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12. Visa assistance

We assist with applications; we do not issue visas or guarantee approval, entry or processing time. Government and visa-centre charges follow their disclosed rules. Our separately quoted assistance fee is refundable before work begins. After work starts, we retain only the disclosed amount for work actually completed, up to that fee; unspent third-party funds are refunded. Refusal does not automatically refund completed assistance work. We correct our own administrative errors without an additional service fee.

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13. Standalone transfers, day tours and activities

For standalone airport transfers, city/day tours and activities, cancellation at least 48 hours before the start is free; 24 to under 48 hours incurs 50%; under 24 hours or a no-show incurs 100%. Separately identified permits, flights or other disclosed supplier commitments are deducted first and excluded from this percentage base. Charges are reduced for recoveries as in section 6. Tour-package components follow section 6 instead.

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Airport pickup includes 90 minutes of waiting after actual flight arrival, unless a different allowance is agreed before booking. Other pickups include 30 minutes from the agreed time. We monitor the supplied flight where available and try to contact you before recording a no-show. Extra waiting, parking and rerouting fees require prior disclosure and acceptance. Notify us of flight-number or schedule changes. A flight delay alone does not automatically make you a no-show; we discuss feasible alternatives and additional costs first.

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Changes, disruption and traveller responsibilities

14. Changes or cancellation by Santaviva

We may make reasonable minor operational changes without reducing the overall standard or materially changing the experience. For a material pre-departure change, such as removal of a principal activity or a substantial accommodation downgrade, we explain the impact and offer an agreed alternative, a price adjustment where appropriate, or cancellation of the affected booking with the refund due under law. We allow a reasonable decision period based on departure timing.

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If we cancel for reasons within our control, other than your breach, we offer an acceptable replacement or refund all amounts paid for services we will not provide, including our related booking fees. Supplier non-recovery does not excuse our own refund obligations. We do not impose customer cancellation penalties. Any additional compensation depends on applicable law and the circumstances.

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15. Events beyond reasonable control

Severe weather, natural disaster, epidemic restrictions, border or park closure, civil disturbance, war and transport disruption may affect delivery. We notify you promptly, take reasonable steps to mitigate the impact and explain available changes, postponement or cancellation. Any change or extra cost requires your agreement unless immediate action is reasonably necessary for safety; we explain emergency expenditure as soon as practicable.

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For cancelled services, we refund unspent money and amounts recovered from suppliers, less only evidenced, unavoidable and legally recoverable costs attributable to your booking. We seek available recoveries and provide an account. There is no automatic forfeiture of all payments or requirement to accept a credit. Mandatory refund and compensation rights take priority. Personal concern, an advisory or illness is assessed against actual restrictions and the law; it does not automatically determine whether a refund is due.

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16. Travel documents, health and insurance

You are responsible for valid passports, visas, entry/transit conditions, vaccinations and accurate personal details. We provide reasonable assistance and correct any errors we cause. Tell us before booking about mobility, health, dietary or other needs so we can assess arrangements. Disclosure does not guarantee suitability; we confirm what can be provided. Fitness and wildlife eligibility requirements must be checked for each activity.

Travel insurance is strongly recommended from the date of booking, covering cancellation, interruption, medical care, evacuation, adventure activities and baggage. If insurance is mandatory for a particular service, we disclose the requirement before payment. We do not sell or underwrite cover unless expressly stated. Insurance does not replace Santaviva’s legal obligations.

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17. Conduct, safety and sustainability

Follow lawful guide, driver and ranger instructions. Respect communities, wildlife, protected-area rules and safeguarding requirements. Harassment, exploitation, violence, illegal activity and conduct creating serious danger are prohibited. Where reasonably necessary, we may refuse or end the affected service, explain why and assist with safe arrangements where practicable. Charges reflect services used and evidenced unavoidable lawful costs; termination is not automatic forfeiture of unrelated refundable services. Alcohol or drug impairment may prevent participation. Emergencies should be reported immediately to the guide and office.

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Liability, complaints and website purchases

18. Our responsibilities and liability

We exercise reasonable skill and care in arranging and delivering the services we agree to provide. Where we sell a package, using an independent supplier does not remove responsibilities imposed on us by law. For a separately booked service where we act only as agent, we identify the supplier and our role before payment; the supplier’s contract governs its delivery, while we remain responsible for our own booking and advice errors.

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Travel and wildlife activities involve risks; accepting ordinary inherent risks does not waive claims for negligence. We do not exclude liability for fraud, deliberate misconduct, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded. Other claims are assessed under applicable law and proven loss. Reasonable steps should be taken to limit avoidable loss. No blanket waiver or automatic booking-price cap applies under these terms.

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19. Complaints and dispute resolution

Tell your guide, hotel manager or office promptly so we can try to put things right. Please send a written account and supporting records within 30 days after the service where practicable; this request does not remove statutory rights or shorten legal limitation periods. We acknowledge within two business days and aim for a substantive response within 14 business days, explaining any delay.

We first seek a fair negotiated resolution, then voluntary mediation by agreement. Ugandan law governs these terms, subject to mandatory protections that apply to you. Competent courts have jurisdiction; these terms do not remove access to a court or consumer remedy otherwise available by law. No compulsory private arbitration applies without a separate valid agreement.

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20. Privacy, images and website use

We use booking information to arrange and administer services and share necessary details with relevant airlines, hotels, authorities and operational partners. Sensitive information and overseas transfers must be handled under applicable data-protection law and our separate Privacy Notice. Marketing requires the appropriate consent or other lawful basis, with an opt-out. Promotional use of identifiable traveller photographs requires separate permission; refusal does not affect service.

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Website content is general information; the confirmed booking documents define your purchase. You may not misuse the website, submit fraudulent bookings or copy protected content without permission. We maintain reasonable website security but do not promise uninterrupted access. New policy versions apply to future bookings; existing agreed contracts are not changed by a website update. Invalid provisions are severed only to the extent necessary, preserving the remainder where lawful.

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21. Merchandise from our online shop

Order confirmation states items, sizing, price, delivery charges and estimated delivery. Before dispatch, standard-item cancellation is free. After delivery, request a change-of-mind return within 14 calendar days; return unused, unworn goods with original tags within a further 14 days. You pay disclosed return postage; original standard delivery is refunded where mandatory law requires. Personalised goods cannot be cancelled after production begins or returned solely for change of mind, if disclosed before order.

Faulty, damaged or incorrect goods remain eligible for the remedy required by law; reasonable return costs are ours. Report issues promptly with supporting information. These timeframes do not restrict statutory defect rights. We process approved refunds within 14 business days of receipt or satisfactory proof of return, subject to shorter legal deadlines. Stock failure before dispatch results in an alternative only with agreement or a refund for the unavailable item and associated undelivered charges.