Bookings
- Bookings should be through online company contacts and not personal from the Maddie Travels office representative.
- Maddie Travels & Logistics Ltd must provide transportation, accommodation bookings, restaurant meals, excursions and other services in cooperation with independent suppliers.
- All information of a detailed client itinerary is produced to the best of Maddie Travels’ knowledge and based on the latest information available within 12 hours.
- This is sent to the client through email and re-affirmed by a reply. All communications are to be written only by use of emails. Phone calls may be used though we encourage emails for easy follow up.
- After confirmation of the booking, the staff must inform Maddie Travels head of any preferences and special requests of the participants, e.g. medical needs, diet, requirements relating to disabilities and any other requirements. Maddie Travels will meet the requests if possible.
- In the event that a client wishes to amend his/her reservation in any way, Maddie Travels will make the preferred adjustment where applicable and possible and confirm accordingly. Maddie Travels reserves the right to charge an amendment fee relative to the actual costs, which will be added to the total invoice.
Pricing
- The prices quoted for the various travels must be as per the itinerary and include the following services, unless stated otherwise: overnight in hotels, guesthouses, tents or lodges, all meals as indicated, sightseeing as detailed in the itinerary, park entrance fees and ranger fees, airport transfers where applicable, air or ground transportation, English speaking driver/guides and bottled mineral water in the vehicle.
- Prices on the website or quoted to our clients are subject to change without notice and are not guaranteed until confirmed in writing (this must be passed on to the clients).
Maddie Travels reserves the right to adjust prices at any time should there be any fluctuation in the exchange rate or increase in the cost of any element of the safari. The company must however make every effort to minimize any increases. - Expenses that are not covered: international and domestic air fares (though we can help in the bookings on request), visa and passports, meals not mentioned in the itinerary, drinks other than the mineral water provided in the vehicle, tips and gratuities for the guides and accommodation staff, laundry, travel insurance and other items of a personal nature.
- All payments must be receipted with a headed receipt from Maddie Travels by the staff responsible after receiving cash or confirming transfer in the account.
Payment
- All travels must be booked and confirmed only upon receipt of a 30% deposit of the basic program rate. For gorilla and chimpanzee permits, a full advance payment of the permit fee is required in order to make the reservation.
- Payment can be made by VISA credit card, bank transfer, or cash. Note that payments by VISA credit card will incur a 5% service charge. Credit card transactions must be made at least two months prior to the start of your travel.
- Regretfully, traveler cheques are no longer accepted.
- The payment balance is due no later than 42 days prior to the travel unless otherwise agreed upon.
- Bookings made within 42 days before arrival must be paid in full at the time of confirmation.
- If payment is not received in accordance with the above, Maddie Travels has the right to cancel the booking.
Cancellation and Refund
- All cancellation requests must be made in writing and must be effective on the date of actual receipt by Maddie Travels.
- Gorilla and chimpanzees’ permits and air tickets are 100% non-refundable.
- No refunds will be made for any unused services, late arrival or no-show of any of the members of the tour.
- The following cancellation charges apply to the basic program rate:
– 90-45 days before starting 70% refund (30% will be charged)
– 45-10 days before starting 60% refund (40% will be charged)
– 10-2 days before starting 0% refund (100% will be charged)
Maddie Travels reserves the right to deduct all expenses incurred from money paid.
Execution of the Safari
- The mode of transport used is dependent on the client’s option, the number of clients and the route taken, based on the specifications of the chosen itinerary. Every effort is made to ensure that vehicles are provided in a roadworthy condition but no liability can be accepted for a puncture, breakdown, damage, or any delay as a result of the poor road conditions.
- Experienced English-speaking drivers/guides are a key part of the safari. They are the only person(s) allowed to drive Maddie Travels’ vehicles. The driver’s decision on all matters, such as the route taken is final.
- Maddie Travels’ vehicles must have a pop-up roof for game viewing plus a tourism traffic license sticker on them.
- The driver must have filled in a form with all his particulars and a copy of both the national identity card and driving license.
- The vehicles must have a Maddie Travels sticker on them and driver guides must wear a Maddie Travels uniform.
- The driver guide reserves the right to alter any route or arrangement, cancel the operation of any scheduled tour, or vary the safari services in any way in the event of unforeseen circumstances, such as road closures, bad weather, problems with national parks or hotels and security considerations (This has to be done with notice of the
- Maddie Travels office). In such cases, alternative arrangements will be made as circumstances permit.
- Accommodation is based on a twin or double-bedded room, tent, cottage, or banda, with a private bathroom where possible. Single rooms may be available with the payment of a supplement fee but availability cannot always be guaranteed. This must be confirmed with receipts from the service provider with full payment.
- The itinerary must be printed out and given to the driver guide plus a copy to the clients.
- In the case of the primates especially Gorillas and Chimpanzees, permits must have been paid for and handed over to the guide at the start of the Safari.
- The guide reserves the right to refuse any person from participating or continuing any safari if, in Maddie Travels’ opinion or in the opinion of any other person in authority, the person concerned behaves in such a way as to cause or be likely to cause danger, hazard or inconvenience to any third party, damage to property or to environments and ecosystems. No refunds will be made and Maddie Travels shall not be liable for expenses incurred as a result of the termination. (This is implemented
- with notification to the office).
- The guide is entitled to give instructions on how best the vehicle can be used in terms of packing luggage and viewing of various tourist attractions. These must be followed carefully.
- The guide is also responsible for the safety of the clients and their property in the vehicle. In case of any losses out of negligence, it may lead to the courts of law or any other law enforcement measures.
Complaints
- Maddie Travels office representative must try to ensure that the company exceeds the expectations in every area of the safari arrangements. However, suggestions are very much appreciated in order to keep improving the quality of the service through consultations with the guide and any other staff of the company.
- Complaints must be reported immediately to the Maddie Travels office and to the supplier of the service in question, who will do their best to resolve the matter. If the problem is not solved to the client’s satisfaction, the complaint should be reported in writing and not later than 30 days after completion of the safari by the guide.
- Maddie Travels office representative must make a daily follow up on the guide and the clients’ team leader to find out and resolve any complaints as the safari proceeds.
Liability
- Maddie Travels office must make every effort to ensure that all arrangements and services offered as part of the safari are carried out as specified in the most efficient way possible. In this case, the company must directly liaise with the provision of services by suppliers and choose with the utmost care.
- Maddie Travels must brief the clients with various instructions prior to the safari to avoid any loss, damage, or injury of any nature whatsoever whether to person or property. For instance, clothing depends on the weather and the activity to be carried out.
- Ensure that all members of the safari have the appropriate passports, visas, travel permits, health certificates, and other documentation required for the safari.
The guide must observe and respect all the Ugandan laws as he/she moves the clients since Maddie Travels is liable to them