Booking terms and Conditions

Greenway Nature Tours is a fully licensed tour operator registered with the Uganda Tourism Board. These Terms and Conditions explain the rights and responsibilities of both the Traveler and Greenway Nature Tours. Please read them carefully and contact us with any questions.

Article 1 - Definitions

Organizer: Greenway Nature Tours, registered under Uganda Tourism Board number UTB/RTT/TT/2025/101779

Traveller: any person who wishes to enter into an agreement with the Organizer regarding a Trip and any person who has the right to travel by virtue of the agreement;

Travel service: the services that are part of the trip, such as passenger transport, car rental, accommodation, and excursions.

Travel service provider : the service provider that carries out a part of the Trip, such as accommodation providers, carriers, external guides, etc.

Agreement: the agreement relating to the booked Trip, including these Terms and Conditions.

In writing: in writing or by electronic means, including by e-mail.

Terms and Conditions: these general terms and conditions.

Package holiday: a package holiday within the meaning of the law.

Trip : a Package Holiday or, if the Conditions have been declared applicable thereto, a single Travel Service.

Working days : Monday to Friday, excluding public holidays recognized in Uganda, within working hours (9:00 AM to 5:00 PM Ugandan Time).

Article 2 - Applicability of conditions

2.1 Package holidays

These Terms and Conditions apply to all Package Tours offered by the Organizer or agreed upon with the Organizer.

2.2 Travel services

These terms and conditions may also be declared applicable to Travel Services that do not constitute a package holiday. For these Travel Services, there is no protection in the event of the Organizer’s insolvency, unless it is expressly stated in the offer which party provides coverage and this follows from the guarantee or insurance conditions.

2.3 Deviating and additional conditions

Deviating and supplementary conditions must be agreed upon in writing and take precedence over these Conditions.

THE BOOKING

Article 3 - Formation of the Agreement

3.1 Content of the offer

The offered Trip includes only the services and facilities expressly described in the Organizer’s offer and publications. Information in publications by Travel Service Providers is not part of the offer, regardless of whether a link to it is included in the Organizer’s offer. The stated duration of the trip is indicated in whole days, whereby the day of departure and arrival are counted as full days.

3.2 No-obligation offer

The Organizer’s offer is without obligation and may be revoked by the Organizer after acceptance until 5:00 PM on the next Working Day.

3.3 The booking

The Agreement is concluded as soon as the Traveler accepts the Organizer’s offer and subject to the availability of the Trip. As soon as you accept a trip (via email) with Greenway Nature Tours, a definitive booking is established. Consequently, as a customer, you no longer have the right to cancel the booking free of charge. Do you cancel the trip after a definitive booking? Then cancellation fees will automatically apply (see Article 9.2 Greenway Nature Travel Conditions). It is therefore especially important that you have cancellation insurance with worldwide coverage.

3.4 Obvious errors

Obvious errors in the offer do not bind the Organizer. If there is reason for doubt, the Traveler must make inquiries.

3.5 Preferences

No rights may be derived from preferences communicated by the Traveller, unless the Organizer has confirmed in writing that the preference will be met. Merely mentioning the preference on travel documents and the booking confirmation is insufficient for this purpose.

3.6 Special requirements

If the Traveler notifies the Organizer of medical requirements or other significant interests as a ‘requirement’ at the time of booking, the Organizer will assess whether it can meet these. If the Organizer cannot or will not meet the requirements, the Agreement will not be concluded. The Organizer may implement a price change in connection with the stated requirements.

3.7 Booking confirmation

The Organizer will send a booking confirmation after the trip has been booked and availability has been checked.

3.8 Revocation by traveler

A booking of the Trip is final. The Traveler has no right to revoke the Agreement.

3.9 Minors

The Traveler booking the trip must be of legal age.

3.10 Books for Other Travelers & Communication

The Traveler who books for other Travelers is jointly and severally liable for all obligations arising therefrom. The other Travelers are each liable for their own share. The confirmation, the invoice, the travel documents, and all other communication will be sent solely to the Traveler making the booking. The Traveler who books the Trip for others is obliged to provide relevant personal circumstances of those other Travelers at the time of booking. The Traveler who books the Trip for others is obliged to provide those other Travelers with these Terms and Conditions and other relevant communication. The Traveler who books the trip indemnifies the Organizer against damages resulting from failure to comply with the above obligations.

INFORMATION

Article 4 - Information by the Organizer

4.1 Travel price

Listed prices apply per person, unless expressly stated otherwise.

4.2 Information provided by the Organizer at the time of booking

At the time of booking or immediately thereafter, the Organizer shall provide the Agreement to the Traveler, including the Traveler’s accepted preferences and information regarding required travel documents (passports, visas, etc.) and any health-related formalities.

4.3 Travel documents

The Traveler must possess the necessary travel documents during the Trip, such as a passport, visas, vaccination certificates, etc. Given the great importance of this, the Traveler must verify with the official authorities that the information is complete and up-to-date. The Traveler must check before booking the Trip whether there is sufficient time to obtain the required travel documents. If the Traveler is unable to make the Trip, or unable to make it in its entirety, due to the lack of the correct travel documents, the costs shall be borne by the Traveler.

4.4 Travel documents

The travel documents (transport tickets, vouchers, etc.) will be sent to the Traveler no later than 7 days before departure, unless the invoice has not yet been paid in full. If the Traveler has not received the travel documents 5 days before departure, he/she must notify the Organizer immediately.

4.5 Information about insurance

The Organizer draws the Traveler’s attention to the possibility of taking out cancellation insurance and travel insurance. The Organizer may make such insurance mandatory if the Traveler has been informed of this prior to the booking.

Article 5 - Information provided by the Traveller

5.1 Relevant information from the Traveler(s)

Prior to booking, the booking Traveller shall provide all relevant information regarding the registered Travellers. In particular, information that may affect the health or safety of the Traveller or others. If the information provided is incorrect or incomplete, the Traveller may be excluded from participation. The Traveller shall then be liable for the cancellation costs in accordance with Article 9, paragraph 2. Other costs shall also be borne by the Traveller.

5.2 Reduced mobility, pregnant women and illness

Travellers with reduced mobility and their companions, pregnant women, and Travellers with an illness that may affect the Trip must report this to the Organizer upon entering into the Agreement or, in any case, as soon as possible after the Traveller becomes aware of it, in connection with any potential consequences for the Trip and, in particular, air transport. These Travellers must themselves verify with the carrier whether a medical certificate is required to be permitted to travel.

BEFORE THE TRIP

Article 6 - Payment

6.1 Down payment

The deposit amounts to 30% of the total travel cost plus the full amount of permits for gorilla and/or chimpanzee trekking. The deposit must be received within 14 days of booking. If there is less than 45 days between the invoice date and the start of the trip, the invoice must be paid in full in one lump sum.

6.2 Remaining payment

The remaining balance of the travel sum must be paid no later than 45 days before the start of the Trip. For bookings made within 45 days before the start of the Trip, the full travel sum must be paid immediately after booking. In any case, the entire payment must be received before the start of the Trip.

6.3 Default and interest

If the Traveler fails to pay within the agreed period, the Traveler shall be in default without the need for further notice of default, and statutory interest shall be due on the outstanding amount.

6.4 Further consequences of non-payment

As long as the Traveler has not paid, the Organizer may retain the travel documents. If payment remains outstanding even after a reminder, or if payment has not been made before the start of the trip, the Organizer may exclude the Traveler from participation. The obligation to pay remains in effect. Instead of excluding the Traveler from participation, the Organizer may cancel the Agreement and charge the Traveler the cancellation costs due for this as stipulated in Article 9, paragraph 2.

Article 7 - Substitution

7.1 Conditions and notice

A Traveller may transfer the Trip to another person. The other person must comply with all conditions associated with the Trip. Transfer is only possible to the extent permitted by the conditions of the relevant Travel Service Provider. If domestic or regional airline tickets are part of the Trip, transfer of the tickets is often not possible. Transfer of the Trip is then possible if new airline tickets are booked at the Traveller’s expense. The Traveller requests the Organizer to substitute the person no later than 7 days before the Trip.

7.2 Joint and several liability and additional costs

The Traveller and the person taking over the Trip are jointly and severally liable for the payment of the travel sum and additional costs arising from the substitution.

Article 8 - Amendment at the request of the Traveller

8.1 Amendment

The Traveler who booked the Trip may request the Organizer to amend the Agreement. The Organizer is not obliged to do so. The Organizer shall inform the Traveler of the new travel price. If the Traveler agrees to the costs of the amendment, the new travel price and amendment costs are due. If the new travel price is lower than the original travel price, the difference shall be offset against the amendment costs due.

8.2 Change of departure date

Unless the Organizer indicates that a rebooking has taken place, the change of the departure date constitutes the cancellation of the existing agreement and the conclusion of a new agreement. The cancellation policy of Article 9 applies to the cancelled agreement.

Article 9 - Cancellation by the Traveler

9.1 Cancellation

The Traveller may cancel the booking before the start of the Trip. Cancellation must be made in writing. The date on which the cancellation is received by the Organizer shall be considered the moment of cancellation. In the event of receipt after 17:00 or outside of working days, the next working day shall be considered the date of receipt.

9.2 Cancellation fees

If a permits for gorilla and/or chimpanzee trekking are included in the Trip, the Traveler owes the following amounts to the Uganda Wildlife Authority in the event of cancellation:

75% refund if you cancel 91 days or more before your trek
50% refund if you cancel 46–90 days before
25% refund if you cancel 9–45 days before
No refund if you cancel 0–8 days before the trekking date

Notwithstanding the cancellation rates as stated in Article 9.2 of the Yako Africa Travel Conditions, cancellation fees will be charged in the event of cancellation by the traveler. Exceptions to this: airline tickets with strict payment terms and gorilla and chimpanzee trekking permits; these cancellation fees are always 100%.

If no permits for gorilla and/or chimpanzee trekking are included, the Traveler owes the following amounts:

90 days and above 70% (30% will be charged)
89-60 days before starting 40% refund (60% will be charged)
59-30 days before starting 20% refund (80% will be charged)
29-0 days before starting 0% refund (100% will be charged)

9.3 Reduction in the number of travelers

If the number of Travelers is reduced within a single booking, the Organizer may, at its option, charge the following cancellation fees:

the standard cancellation costs referred to in paragraph 2 of this article, or;
the total travel sum of the cancelled person minus the cost savings resulting from the cancellation.

9.4 Cancellation fees for cancellation after a rebooked trip

It may occur that the Traveler and the Organizer rebook the trip to a later date. If the Traveler cancels the rebooked trip, the cancellation costs shall amount to at least the amount that would have been due if the trip had been cancelled on the date of rebooking.

( Example: 14 days before the start of the original trip, the trip is rebooked to 1 year later. 6 months before the start of the rebooked trip, the traveler cancels because he no longer wishes to travel. The cancellation costs would amount to 30% of the total travel cost according to Article 9.2. The cancellation costs would amount to 75% of the total travel cost if the cancellation had taken place on the date of rebooking. In this case, 75% of the total travel cost applies as cancellation costs.)

9.5 Travel credits issued as a gesture of goodwill

If a Trip is cancelled by the Traveler and a travel credit is granted as a gesture of goodwill, the following applies (unless other conditions are communicated by the Organizer):

– the travel credit must be spent within one year after the travel credit has been awarded.

– the new trip must have commenced within two years after the travel credit was awarded.

– the travel credit is tied to the Traveler and is non-transferable.

– the travel credit can only be used for the same trip at a later time.

– if the trip is more expensive at a later time, the price difference will be charged to the Traveler.

– if the Traveler cancels the Trip booked with a travel credit granted as a gesture of goodwill, the travel credit shall be forfeited.

Article 10 - Price change

10.1 Price change

The Organizer may increase the travel price up to 20 days before the start of the Trip as a result of price changes in:

– costs of fuel or other energy sources, or;

– taxes or fees from third parties not directly involved in the execution of the Trip. The Organizer may include in the Agreement that it may increase the travel price up to 20 days before the start of the Trip based on changes in exchange rates. The method of price recalculation based on the exchange rate must be included in the Agreement.

10.2 Termination by Traveller

If the price increase amounts to more than 8% of the travel sum, the Traveler may terminate the Agreement and will receive a refund of the paid travel sum.

10.3 Price reduction

If the right to a price increase has been agreed upon, the Traveler has a corresponding right to a price reduction.

Article 11 - Amendment by the Organizer

11.1 Changes

The Organizer may unilaterally make minor changes to the Trip prior to the start of the Trip. The Traveler will be informed of this.

11.2 Major changes

If necessary, the Organizer may substantially alter the main characteristics prior to the commencement of the Trip. This also includes offering an alternative Trip. The Traveler may accept the change or terminate the Agreement without payment of cancellation fees. Upon termination, the travel sum paid by the Traveler will be refunded. The Organizer may set a reasonable period within which the Traveler must clarify their choice. If the Agreement is not terminated within the set period, the change shall be deemed accepted and the right to termination shall lapse.

Article 12 - Cancellation by the Organizer

12.1 Cancellation due to minimum quantities

The Organizer may cancel the Agreement before the start of the Trip if the number of registrations is less than the minimum number stated in the Agreement and the Traveler is notified, no later than:

– 20 days before the start of the trip for a trip of 6 days or more.

– 7 days before the start of the trip for a trip of 2 to 6 days.

– 48 hours before the start of the trip for a trip of less than 2 days.

12.2 Cancellation due to force majeure

The Organizer may cancel the Agreement before the start of the Trip if the Organizer is unable to perform the Agreement as a result of unavoidable and extraordinary circumstances.

12.3 Refund of paid travel sum – no compensation

In the above-mentioned cases, the Organizer shall refund amounts already received within 14 days and no compensation shall be due. Costs incurred by the Traveler for services falling outside the Agreement, such as vaccinations, visas, purchase of equipment, insurance, and, if not included in the Trip, air travel, tickets, accommodation, etc., shall not be reimbursed.

12.4 Cancellation due to the actions of the Traveller

If the Traveler fails to meet pre-established participation requirements or if incorrect or incomplete information regarding the Traveler has been provided, the Organizer may cancel the Agreement. The Traveler shall then be liable for cancellation fees as stipulated in Article 9, paragraph 2.

EXECUTION OF THE TRIP

Article 13 – Responsibility & Deficiencies

13.1 Proper execution of the Trip

The Organizer is responsible for the performance of the agreed Travel Services, regardless of whether these are performed by the Organizer itself or by another Travel Service Provider. The Organizer shall perform the Agreement in accordance with the expectations that the Traveler could reasonably have based on the publications, the Agreement, and the circumstances at the travel destinations.

13.2 Changes to itinerary and travel times

The Organizer will inform the Traveler of any changes to the itinerary. If the Organizer is unaware of the Traveler’s place of stay, the Traveler will only be informed via the email address or mobile phone number known to the Organizer.

13.3 Duty of traveler to complain

The Traveller shall immediately notify the Travel Service Provider and the Organizer, in accordance with Article 17, of defects or problems in the performance of the Travel Services.

13.4 Solution by the Organizer

The Organizer ensures that deficiencies are remedied. A deficiency need not be remedied if this is impossible or entails disproportionately high costs.

13.5 Compensation

If the deficiency cannot be resolved, the Organizer (or Travel Service Provider) shall consult with the Traveler and may, where appropriate, arrange compensation or an alternative. The Traveler shall not be entitled to compensation or an alternative if the deficiency is attributable to the Traveler.

Article 14 - Aid and assistance

14.1 Compulsory assistance

The Organizer shall provide the Traveler with help and assistance if the Traveler is in difficulties, in particular by providing good information regarding medical services, local authorities, and consular assistance, and by helping the Traveler with the use of remote communication and with finding alternative travel arrangements.

14.2 Costs

The Organizer charges a reasonable fee for help and assistance if the difficulties arose due to intent or negligence on the part of the Traveller.

LIABILITY

15.1 Attribution & Force Majeure

The Traveller is not entitled to compensation for damage incurred by the Traveller as a result of a failure attributable to:

the Traveler;
third parties not directly involved in the performance of the Agreement and the failure could not have been foreseen or prevented, or;
c. unavoidable and extraordinary circumstances.

15.2 Exclusion of liability

Any liability of the Organizer for damages is limited to three times the travel sum, unless the damage results from the death or personal injury of the Traveler or the damage is caused by intentional or negligent conduct of the Organizer.

15.3 Insured damage

The Organizer is not liable for damage covered by insurance, such as health, travel, event, or cancellation insurance.

15.4 Statute of Limitations

Any claim by the Traveller for compensation for damages and other claims of the Traveller shall be time-barred two years after the Trip has taken place. If the Trip did not take place, the statute of limitations shall apply two years after the planned start date.

15.5 Forfeiture of right

Without prejudice to the limitation period and the duty to complain in a timely manner, any claim by the Traveller for compensation for damage shall lapse three years after the commencement date of the Trip.

TRAVELER'S OBLIGATIONS

Article 16 - Obligations of the Traveller

16.1 Behavior and compliance with instructions

The Traveller shall conduct himself as a reasonably acting Traveller and is obliged to follow all instructions of the Organizer and the Travel Service Providers.

16.2 Consequences of non-compliance – exclusion from participation

In the event of non-compliance with instructions or if a Traveler causes a nuisance, the Organizer/Travel Service Provider may deny the Traveler further participation in the Trip, in whole or in part. The Traveler shall then not be entitled to a refund. Any further costs incurred as a result shall be borne by the Traveler.

16.3 Warning

Before the Traveler is excluded from participation, the Traveler will first receive a verbal or written warning. A warning is not required if, given the circumstances, this is not appropriate.

16.4 Traveler’s liability and indemnification

The Traveller is liable for damage caused by his conduct, failure to comply with the obligations in this article, or damage that must otherwise be attributed to him. The Traveller indemnifies the Organizer against claims from Travel Service Providers involved in the Trip, other Travellers, or third parties for damage caused by the Traveller or that must be attributed to him.

16.5 Check time of return journey

The Traveller must verify the exact time of departure no later than 24 hours before the scheduled start of the return journey.

16.6 Formal health requirements

The Traveller must comply with all health requirements applicable at the destination (and transit countries). Authorities may change these requirements without prior notice. The consequences of these changes fall within the Traveller’s sphere of risk.

16.7 Measures by Travel Service Providers

Travel service providers may take all reasonable measures and require cooperation from Travelers, including for the prevention and combating of calamities, the limitation of health risks, the prevention of damage, or compliance with government regulations. In the event of non-compliance with the measures or instructions, the Traveler may be denied the Travel Service and access.

16.8 Use of Materials

The Traveler must handle the provided materials with care. Upon receipt, the Traveler must inspect these items and report any defects immediately. The Traveler is liable for damage, loss, or theft of the made available material.

OTHER PROVISIONS

Article 17 - Complaints

17.1 Information

The Organizer will provide the emergency contact details before the start of the Trip.

17.2 Report to the scene

If the Traveller believes that the Trip is not being carried out properly, he must report the problem or defect immediately to the Travel Service Provider concerned so that the latter can offer a solution. If the Organizer’s tour guide is present on site, the complaint must also be reported immediately to the tour guide. If there is no tour guide on site, the complaint must also be reported to the Organizer. This report can be made via WhatsApp: +256 (0) 703 740 870, by telephone, or on working days during office hours (9am-5pm) also by email: info@greenwaynaturetours.com

17.3 Communication costs

The Traveller must limit any communication costs, inter alia by using internet calling, WhatsApp and e-mail.

17.4 Report unresolved complaint after return

All complaints that, according to the Traveler, have not been fully resolved or compensated during the Trip, must be submitted to the Organizer in writing and with reasons within two months after the Trip.

17.5 Consequences of failure to report the defect or complaint, or failure to report it in a timely manner

Failure to complain, or failure to complain in a timely manner, in accordance with the second paragraph of this article may affect the amount of any compensation, unless the interests of the Organizer have not been harmed by the failure to complain in a timely manner. Complaints received after return that are not received in a timely manner will not be processed, unless this is unreasonable in the circumstances of the case.

Article 18 - Other provisions

18.1 Rights of third parties

Subordinates, assistants, and other third parties involved in the performance of the Agreement may invoke the provisions of the Agreement and these Terms and Conditions (including the exclusions of liability) against the Traveler.

18.2 Replacement provisions

If mandatory law prevents the validity of a provision in these Terms and Conditions or if a provision is declared invalid, that provision shall be deemed to be converted into a valid provision that approximates the original intent as closely as possible in content and scope.

18.3 Applicable law

The offer, the Agreement and the performance of the Agreement are exclusively governed by Ugandan law, unless this conflicts with mandatory law.

18.4 Competent court

The court within whose jurisdiction the Organizer’s registered office is situated shall have exclusive jurisdiction to hear disputes regarding the Agreement and matters related thereto, unless this conflicts with mandatory law. In addition, the Organizer is permitted to summon the Traveler before the court in its place of residence.