These Terms and Conditions form a binding agreement between you (the "Client") and Infinity Travel Rwanda Ltd (the "Company"). By making a booking or using our services you agree to be bound by these terms. Please read them carefully.
1. Booking and Confirmation
A booking is confirmed only when we have (a) received a signed booking form or written confirmation by email, and (b) received payment of the required deposit. A booking reference (format: ITR-XXXXXXXX) will be issued for every confirmed booking.
2. Payment Terms
- Deposit: 30% of the total cost is required at the time of booking to secure your reservation.
- Gorilla and chimpanzee permits: 100% non-refundable payment is required at the time of booking, due to government policy.
- Final balance: due 30 days before the trip start date. For bookings made within 30 days of travel, full payment is required immediately.
- Accepted methods: bank transfer, MTN Mobile Money, Airtel Money, Visa/Mastercard via Flutterwave or Stripe, or cash on arrival (advance arrangement required).
- All prices are in US Dollars (USD) unless otherwise stated.
3. Cancellation by the Client
Cancellation charges depend on how far in advance you notify us in writing:
- More than 60 days before: deposit retained (30%), balance refunded
- 30-60 days before: 50% of total cost retained
- 15-30 days before: 75% of total cost retained
- Less than 15 days before, or no-show: 100% of total cost retained
Gorilla and chimpanzee permits are strictly non-refundable per Rwanda Development Board policy.
See our full Refund Policy for details.
4. Cancellation or Changes by the Company
We reserve the right to cancel any tour due to circumstances beyond our control (force majeure: pandemic, civil unrest, natural disaster, government action). In such cases we will offer (a) an alternative tour of equivalent value, or (b) a full refund of monies paid, minus any non-refundable government fees (permits, visas).
We may make minor changes to itineraries (e.g. swapping accommodation of similar standard, adjusting daily order) due to operational reasons. We will inform you as soon as possible.
5. Travel Insurance
Comprehensive travel insurance is mandatory for all our tours. Your policy must cover medical expenses, emergency repatriation, trip cancellation, and loss of personal belongings. We strongly recommend cover for adventure activities (trekking, safari). You must email us your insurance policy details before departure. We are not liable for any costs arising from your failure to obtain adequate insurance.
6. Passports, Visas and Vaccinations
It is your responsibility to ensure you have:
- A passport valid for at least 6 months beyond your travel date
- Appropriate visa(s) for the countries you visit (Rwanda issues visas on arrival or e-visa)
- Yellow fever vaccination (required for entry to Rwanda)
- Any other vaccinations recommended by your travel doctor
We will assist you with documentation but cannot be held responsible for delays or refusals.
7. Health, Fitness and Risks
Gorilla trekking is moderately to highly strenuous. Other activities (canopy walks, hikes) may also involve physical exertion. You must declare any medical conditions or special requirements at the time of booking. You participate in all activities at your own risk. Children under 15 are not permitted on gorilla treks (RDB policy).
8. Wildlife and Safety
Wild animals are unpredictable. While we use experienced rangers and follow all park rules, sightings cannot be guaranteed. You must obey your guide's instructions at all times. Failure to follow safety protocols may result in your removal from the tour without refund.
9. Liability
Infinity Travel Rwanda acts as agent for accommodation providers, airlines, transport companies, and government agencies. While we select reputable suppliers, we are not liable for their direct acts or omissions. Our liability is limited to the value of the services we directly provided.
We are not liable for losses caused by force majeure, your own negligence, or third parties not under our control.
10. Complaints
If a problem arises during your trip, please inform your guide immediately so we can attempt to resolve it on the spot. Formal complaints must be submitted in writing within 30 days of trip completion to info@itrwanda.com.
11. Photography and Marketing
We may take photos or videos during your tour for marketing purposes. If you do not want to appear in such material, please tell your guide at the start of the tour and we will respect your wishes.
12. Governing Law
These terms are governed by the laws of the Republic of Rwanda. Any disputes shall be resolved by the courts of Kigali, Rwanda.
13. Company Details
Infinity Travel Rwanda Ltd
Registered in Rwanda · RDB License No. [to be inserted]
KK 291 St, Kigali City, Rwanda
Email: info@itrwanda.com
Phone: +250 788 682 146 / +250 788 546 610