At Primate Holidays, we aim to provide exceptional safari experiences while ensuring clear expectations for all parties. These Terms and Conditions outline the agreement between you (the client) and Primate Holidays Ltd., a Uganda-based tour operator offering primate safaris, wildlife tours, and travel services in East Africa.
By booking with us, you agree to these terms, which are designed to comply with Ugandan tourism regulations and international best practices. For questions, contact us at info@primateholidays.com or +256 779 070 015.
Last updated: December 22, 2025.
Key Booking and Payment Details
- Deposits and Balances: A 25% non-refundable deposit is typically required to confirm bookings, with the balance due 60 days prior to departure. This secures permits and accommodations.
- Cancellations: Refunds vary by timing full refunds (minus fees) for cancellations over 90 days out, but closer to departure, fees increase up to 100% for no-shows. Gorilla and chimpanzee permits are non-refundable.
- Liabilities: We act as agents for suppliers and are not liable for losses due to force majeure events like weather, political unrest, or health issues. Travel insurance is strongly recommended.
- Health and Safety: Clients must ensure valid visas, vaccinations (e.g., yellow fever), and fitness for activities. We prioritize safety but cannot guarantee risk-free travel in remote areas.
Bookings and Reservations
To book, submit a request via our website, email, or phone. Confirmation occurs upon receipt of your deposit and required details (e.g., passport info for permits). We reserve the right to decline bookings or make changes for safety or availability. All bookings are subject to supplier terms.
Payments
Accepted methods include bank transfers, credit cards (via Pesapal), or cash. A $50 conservation fee per booking supports local projects. Prices are in USD and may adjust for currency fluctuations or unforeseen costs before deposit. No refunds for unused services.
Cancellations and Changes
- By Client: Notify in writing. Fees: >90 days (20% of total), 90-61 days (50%), 60-31 days (75%), <30 days (100%). Permits non-refundable.
- By Us: Rare, but possible for low numbers or force majeure; alternatives or refunds offered.
- Changes: We accommodate where possible, but fees apply. No liability for client-initiated changes.
Responsibilities and Risks
You assume risks in adventure travel, including wildlife encounters and remote travel. Ensure personal insurance covers medical evacuation. We comply with Ugandan laws but disclaim liability for supplier failures or external events.
These Terms and Conditions (“T&Cs”) govern your use of services provided by Primate Holidays Ltd. (“we,” “us,” or “our”), located in Uganda and operating tours in East Africa. By making a booking, you confirm you are 18+ and agree to these T&Cs on behalf of your party. We act as an agent for third-party suppliers (e.g., lodges, transport, permit authorities) and are not the direct provider.
1. Bookings and Confirmation
Bookings are made via our website, email (info@primateholidays.com), WhatsApp, or phone (+256 779 070 015). Provide accurate details, including preferences for itineraries like gorilla trekking or wildlife safaris. A booking is confirmed upon deposit receipt and our written acknowledgment.
We may require passport copies for permits from authorities like Uganda Wildlife Authority. Bookings are subject to availability; we reserve the right to substitute equivalent services.
2. Payments and Deposits
- Deposit: 25% of the total cost, non-refundable, to secure bookings.
- Balance: Due 60 days prior to departure. For bookings within 60 days, full payment required.
- Methods: Bank transfer, credit/debit card (via secure Pesapal gateway), or cash on arrival (subject to approval). All prices in USD; card payments may incur 3-5% fees.
- Conservation Fee: $50 per booking, donated to local conservation.
- Price Changes: Fixed at booking but may increase for taxes, fuel surcharges, or exchange rates. No changes after full payment.
3. Cancellations by the Client
Cancellations must be in writing. Refunds exclude deposits, permits, and admin fees:
- More than 90 days prior: Refund minus 20% admin fee.
- 90-61 days: 50% of total cost.
- 60-31 days: 75% of total cost.
- 30 days or less/no-show: 100% of total cost. Gorilla/chimpanzee permits are non-refundable per authority policies. Travel insurance is advised to cover cancellations.
4. Cancellations or Changes by Us
We may cancel or alter itineraries due to minimum group sizes, safety, or force majeure (e.g., weather, political issues, pandemics). We’ll offer alternatives or full refunds (minus irrecoverable costs like permits). No further compensation for indirect losses.
5. Changes to Bookings
Client-requested changes (e.g., dates, activities) incur fees starting at $50 plus supplier costs. We cannot guarantee changes; if unavailable, cancellation policies apply.
6. Liabilities and Disclaimers
We are not liable for:
- Losses, injuries, or damages from supplier actions, force majeure, or client negligence.
- Delays, itinerary changes, or missed connections.
- Baggage loss (limit two items per person; insurance recommended). Clients participate at own risk in activities like trekking. We comply with Ugandan Tourism Act and safety standards but disclaim all implied warranties.
7. Insurance
Mandatory comprehensive travel insurance covering medical, evacuation, cancellation, and personal effects. Provide proof if requested. We offer emergency evacuation but not full coverage.
8. Force Majeure
No liability for failures due to unforeseeable events (war, strikes, natural disasters, epidemics). Contracts suspend; deposits may be forfeited if used for preparations.
9. Health, Safety, and Conduct
- Requirements: Valid passport (6+ months validity), visas, yellow fever vaccination (proof required for Uganda/Rwanda). Check https://travel.state.gov for advisories.
- Fitness: Activities require moderate fitness; disclose medical conditions.
- Safety: Follow guides; we prioritize but cannot eliminate risks in wild areas.
- Conduct: Respect wildlife, locals, and group. Disruptive behavior may lead to removal without refund.
10. Passports, Visas, and Vaccinations
Your responsibility. Non-Ugandan citizens may need e-visas. We assist but no liability for denials.
11. Complaints
Report issues immediately to your guide. If unresolved, submit in writing within 30 days post-trip for investigation. No liability for unreported complaints.
12. Data Protection
See our Privacy Policy for data handling.
13. Governing Law
Governed by Ugandan laws. Disputes resolved in Ugandan courts.
14. Amendments
We may update T&Cs; check latest version on our site. Continued use implies acceptance.