Big Mama Safari Adventures

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Terms and Conditions

1. Who we are

All Big Mama Safari Adventures tours and travel services are operated by Big Mama Safari Adventures, a tour operator registered and based in the United Republic of Tanzania.

Registered Address: [Arusha, Tanzania]
Certificate of Incorporation: []
Tax/VAT Registration Numbers: []

2. When these terms and conditions apply

These Terms and Conditions govern the relationship between you (the Client) and Big Mama Safari Adventures (hereinafter “the Company,” “we,” “us,” or “our”). They apply in the following situations:

  • When you book a trip directly with us.

  • When you book a trip through our partners or sales representatives.

  • By booking a trip with us, whether directly or through a partner, you automatically agree to be bound by these Terms and Conditions.

Please read them carefully as they outline your rights and responsibilities while booking and participating in our tours in Tanzania and Zanzibar.

3. Our commitments to you

We are committed to providing you with an exceptional travel experience. We represent that:

  • We hold all necessary licenses and permits to operate safaris, Kilimanjaro climbs, and Zanzibar beach vacations in Tanzania.

  • Our team possesses deep, local expertise and a combined 3+ years of experience in crafting tailor-made holidays.

  • Our guides and travel specialists are knowledgeable, trained professionals dedicated to your safety and enjoyment.

  • The information in our marketing is accurate. We do not exaggerate or misrepresent our tours or services.

  • As a tour operator, we carefully curate your journey. While we work with trusted third-party providers (like hotels, lodges, and airlines), we are committed to managing these relationships to ensure your experience meets our high standards.

4. Your personal information

To arrange your travel, we will require certain personal information, such as your full name, age, nationality, passport details, dietary requirements, and any relevant medical information. This information will be shared with necessary third parties, including national park authorities for permit processing, accommodation providers, and airlines, solely to facilitate your travel arrangements.

5. How to communicate with us

To ensure your communications are secure, please use the official channels listed on our website:

  • Email: Use the contact forms or email addresses provided on bigmamasafariadventures.com.

  • Phone/WhatsApp: Use the phone numbers published on our website.

  • Website Chat: Use the online chat feature on our site.

If you ever doubt the legitimacy of a communication claiming to be from us, please contact us immediately through our official website.

6. Booking and payment process

  • Initiating a Booking: Your journey begins when you contact us. A Travel Specialist will be assigned to understand your needs, answer your questions, and plan the details of your custom tour.

  • Confirmation: Once all details are agreed upon, we will issue an invoice. Your adventure is confirmed when we receive the required deposit payment.

  • Final Payment: Full payment for your tour is generally due no later than [Number] days before your scheduled start date, unless otherwise agreed in writing. Most travel packages must be fully prepaid to secure all services.

  • Payment Method Fees: You are responsible for all transaction-related charges. This includes any bank transfer fees for both sender and receiver. A surcharge of [Percentage]% will apply to credit card payments.

  • Age Restrictions for Mountain Treks: For safety reasons, participants for Kilimanjaro climbs must be aged between 12 and 70 years. The Company reserves the right to decline participation if age eligibility is not met.

  • Safaris and Day Trips: No age restrictions apply to safaris or day trips, though minors must be accompanied by a responsible adult.

  • Bookings for Minors: A person must be 18 or older to book a trip. Bookings for minors must be made by a parent or legal guardian, who accepts these Terms on their behalf. The accompanying adult is responsible for the minor’s conduct at all times.

  • Group Bookings: If you are a tour leader or agent booking for a group, you act as the primary contact. You are responsible for communicating all tour information and these Terms to the group, and for providing accurate participant details to us.

7. Our prices

Once your booking is confirmed, the price is guaranteed, except in the unlikely event of government-imposed increases in park fees, taxes, or levies. If such an increase occurs, we will provide you with the official notice and you may choose to either cancel with a refund (per our cancellation policy) or accept the price change and pay the difference.

8. Changes to your itinerary

  • Changes by You: We will accommodate itinerary changes free of charge if they do not incur extra costs (e.g., from suppliers). Any additional costs resulting from your changes are your responsibility. If you leave a tour in progress, you are liable for any extra expenses incurred. Missed services are non-refundable.

  • Changes by Us: While we strive to operate as planned, we may need to alter an itinerary due to unforeseen circumstances like weather or park conditions. We will inform you promptly and work to find the best alternative.

  • Changes by Third Parties: We are not liable for delays, disruptions, or losses caused by events beyond our control (e.g., flight delays, strikes, natural disasters). Any resulting expenses, such as extra accommodation, are your responsibility or that of your travel insurer.

9. Changing your travel dates

If you need to change your travel dates after payment, please inform us as soon as possible. Date changes are subject to availability and the policies of our suppliers (lodges, airlines). Any new dates must typically fall within one year of the original. You will be responsible for any penalty fees or price differences charged by suppliers.

10. Cancellations

  • Cancellation by You: Cancellations must be sent in writing. Fees are based on the date we receive your cancellation notice and are calculated on the total tour cost:

    • Deposit: The per-person deposit is non-refundable but may be transferable to a future booking.

    • More than 90 days: [X]% cancellation fee.

    • 60-89 days: [X]% cancellation fee.

    • 30-59 days: [X]% cancellation fee.

    • 8-29 days: [X]% cancellation fee.

    • 0-7 days: No refund.

    • Note: If supplier penalties (from lodges, airlines) exceed our standard fees, the higher amount will apply. Bank charges for refunds will be deducted. We strongly recommend comprehensive travel insurance.

  • Cancellation by Us: In the unlikely event we must cancel your tour, we will provide a full refund of all payments made.

11. Travel documents and entry to Tanzania

You are responsible for ensuring your travel documents are in order. Your passport must be valid for at least six months from your entry date and have blank pages. Obtaining the necessary visa for Tanzania is your responsibility. While we offer guidance, please consult the official Tanzania Immigration website or the nearest Embassy for the most current requirements. We are not liable if you are denied entry for any reason.

12. Accommodation

  • Hotels/Lodges: Our package prices are generally based on two people sharing a room. If you are a solo traveler, we can match you with a same-sex traveler. A single supplement may apply for private rooms. If a listed hotel is unavailable, we will suggest a comparable alternative before confirming your booking.

  • Tented Camping (on trek): Tented accommodation on Kilimanjaro is on a shared basis (two per tent). Single tent supplements may apply but may not be possible on all routes due to park regulations.

13. Fitness and medical information

You are responsible for assessing your fitness for activities like safaris and climbs. We may require you to complete a medical form, especially for high-altitude treks. If you have a pre-existing condition that could pose a risk, we may require it to be signed by a doctor. We reserve the right to decline participation if, in our opinion, your health condition endangers you or others. All medical information is treated confidentially. Please inform us of any special dietary requirements at least 30 days in advance.

14. Travel insurance

Comprehensive travel insurance is mandatory for all our tours. It must cover medical expenses, emergency evacuation (including helicopter evacuation for Kilimanjaro treks up to 6,000m), cancellation, curtailment, and personal liability. You are responsible for ensuring your policy is adequate for the activities you undertake.

15. Vaccinations

We provide general advice on recommended vaccinations, but this is not a medical opinion. You must consult a licensed healthcare professional or travel clinic to determine the necessary vaccinations and preventative measures for your trip to Tanzania.

16. Authority of our guides

Our guides are responsible for your safety. You must follow all instructions from your lead guide, especially during trekking. Their decisions regarding itinerary, group management, and participant safety are final. If a guide determines that your health or actions pose a risk, they may require you to descend, with support from the team.

17. Assumption of risk

You acknowledge that adventure travel in Tanzania involves inherent risks, including those associated with wildlife, high altitude, and remote locations where medical facilities may be limited. You voluntarily assume full responsibility for these risks.

18. Your liability for damages

You are liable for any willful damage you cause to our property, including vehicles, equipment, or hired gear. Full payment for such damage must be made before your departure from Tanzania.

19. Our liability and third-party suppliers

Your tour includes services from independent suppliers like hotels, lodges, and airlines. While we choose our partners carefully, we cannot control their actions. Our liability is limited to our own direct services. Your relationship with airlines is governed by their own Conditions of Carriage, and with hotels by their terms.

20. Personal expenses

You are responsible for having sufficient funds to cover personal expenses such as souvenirs, tips, drinks, and meals not included in your package.

21. Personal equipment

While we provide group camping gear for treks, your personal clothing and equipment (e.g., hiking boots, jacket) are your responsibility. We can provide a detailed packing list. Rental gear may be available for an additional fee if you need it.

22. Luggage and valuables

We are not responsible for luggage lost or delayed by airlines or other transport providers. You are responsible for your personal belongings and valuables during the tour. If you request that we store valuables in our office safe, we will take reasonable care of them. We can provide basic climbing gear free of charge if your luggage is delayed, but only for items you can prove were in the delayed bags.

23. Images and marketing

We may take photos or videos during our tours for marketing purposes. By participating, you grant us permission to use such media featuring you, without compensation. Please inform us if you do not wish to be photographed.

24. Force majeure

We are not liable for failure to perform our obligations due to events beyond our reasonable control, including but not limited to natural disasters, war, civil unrest, strikes, government actions, or severe weather.

25. Complaints

We strive for perfection. If you have a concern, please inform your designated Travel Specialist or guide immediately so we can address it on the spot. If the issue persists, please contact our senior management team. We will respond within 48 hours and work diligently to find a resolution.

26. Governing law

These Terms and Conditions, and any disputes arising from them, shall be governed by the laws of the United Republic of Tanzania.