Cancellation and Refund Policy

We understand that climbing Kilimanjaro and going on a Tanzania wildlife safari can be a once-in-a-lifetime adventure for many people. However, compared to other vacations, these activities can also require a significant investment, including airfare, tour costs, accommodation, and travel insurance, which makes them more expensive than most other popular vacation destinations.

This is why the cancellation and refund issues are important to many people - there is always the possibility that something may come up and the tour may need to be canceled or urgently postponed.

Why Full Refunds Are Not Always Possible

Many often ask why a full refund is impossible most of the time. After all, the tour hasn't happened yet, so what's the problem with just giving the money back? We'd love to do that for each and every customer whose travel plans have changed last minute and who is no longer able to join our thrilling Kilimanjaro or safari adventure. It is always hard for our team to say "no" to everyone we guided through the planning process and whose joy we expected to share here in Tanzania.

However, it is not just Serengeti Nexus as a tour operator that is behind your trip. There are many organizations whose contribution is essential for the tour to happen. We pay them long before you arrive in Tanzania. Some of them are:

Hotels, Lodges, and Local Airlines

Most of our tour adventures feature a stay in partner lodges that are not under Serengeti Nexus's direct control. They have their own cancellation terms, and if a trip is canceled, we can seldom get a full refund.

Tanzania National Parks Authority

Mt Kilimanjaro or safari parks all require the tour companies to pay entry fees on behalf of the clients. To avoid unnecessary delays in the departures of our customers' trips, we are doing that 2-3 days prior to the scheduled beginning of your tour. Once paid, these fees are non-refundable.

Local Food and Other Suppliers

Each trip to Kilimanjaro, Meru, or other mountains requires fresh food supplies (most of which, such as meat, vegetables and fruit, are perishable), fuel, medication, bottled water, and other expendables, which are not produced or owned by Serengeti Nexus. We buy and pay for them ahead of your trip.

Our Dedicated Staff

We have a large staff working for us, many of whom worked hard to make your tour happen. A manager spent hours helping to plan the trip, reservation agents emailed and called the hotels, Kilimanjaro expedition assistants checked and prepared the gear, and the supply teams went to the local farms to procure supplies, and so on.

Nevertheless, We Try to Be Flexible and Helpful

Here at Serengeti Nexus, we do everything we can to make our trips risk-free for our customers. The terms outlined below are the standard ones, applicable to most situations. However, together with our partnered hotels and lodges, we always consider the particular details of each and every case.

In some of the most extreme situations (death, serious illness, war or natural calamity in the departure country and alike), Serengeti Nexus always tries to provide a 100% refund.

Also, when one informs us about a tour cancellation, we immediately contact our partners and inform them of the situation. Having worked with Serengeti Nexus for many years, most of them are willing to reciprocate and waive cancellation penalties in extreme cases.

When a request for a refund is submitted, we evaluate it and make a decision within 72 hours or less.

Cancellation Fees

The amount of refund that we will be able to provide you with depends on the date when we receive your cancellation request.

100 USD per person deposit

This deposit is non-refundable regardless of the date of cancellation, though transferable to any other dates. This deposit is charged for confirming a classic Kilimanjaro climbing package that includes accommodation at our partner properties.

Premium Kilimanjaro packages and safari adventures

The following cancellation and refund policy applies:

10% cancellation fee

if canceled more than 90 days before the tour starts

30% cancellation fee

if canceled 60-89 days before the tour starts

60% cancellation fee

if canceled 30-59 days before the tour starts

80% cancellation fee

if canceled 8-29 days before the tour starts

No refund

if canceled 0-7 days before the tour starts

Please note: Should the penalty fees charged by lodges and airlines exceed the percentages stated above, the non-refundable amount is to be increased accordingly. Bank commissions to be paid for the return of the funds to your account shall be deducted from the refund amount.

Lifetime Deposits

Instead of canceling the tour altogether, one should consider that Serengeti Nexus allows indefinite holds on your deposit, and you will be able to use it for any trip with us in the future.

However, keep in mind that our prices may be increased in the future (for example, if the park authorities decide to raise the park fees, or the costs of essential trip supplies grow), and you will have to pay the difference at the time of your trip.

Rescheduling Your Tour

Should you decide to reschedule your safari tour instead of canceling it altogether, the lodges and airlines under your booking are more likely to provide a no-penalty deferral or reduce the cancellation charges.

If a no-penalty deferral is allowed, we will make every effort to reschedule your whole tour to new dates without changes. However, the decision about a no-penalty deferral is at the sole discretion of the lodges and airlines under the booking, as they are allowed to charge penalties regardless of the circumstances of the cancellation.

Also, keep in mind that canceling your safari tour on short notice in mid-December - mid-March, or early July - mid-October ("peak seasons") is much more likely to entail a full cancellation penalty of the accommodation and/or local air travel costs.

Travel Insurance is a Good Thing to Have

For all possible contingencies, we highly recommend obtaining insurance with coverage sufficient for your tour cancellation. Should anything unforeseen occur, like illness or flight cancellation, you can claim financial losses from your insurance company.

We, in our turn, will provide the necessary proof of all the expenses you incurred.

Need to Cancel or Reschedule?

Contact us immediately if you need to cancel or reschedule your tour. We're here to help and will work with you to find the best solution.