Cancellation policy
The terms you agree to should be readable before, not discoverable after. Here they are, complete.
Booking & payment schedule
| When | What |
|---|---|
| To confirm | 15% advance deposit of the total invoice (plus any permits — see below — at cost) |
| No later than 15 days before arrival | 85% balance, in full |
| Booked within 15 days of arrival | Full payment at confirmation |
No reservation, accommodation, transport or service is secured until the 15% deposit is received and acknowledged. The 15-day balance deadline is strict and non-negotiable — all supplier payments are made in advance on your behalf. Every payment follows our verification ritual: bank details never change by email.
Our refund policy — stated plainly
Black Willow operates a strict no-refund policy. Once any payment has been made — whether the 15% deposit or the 85% balance — no cash refund is issued under any circumstances, including cancellation, postponement, no-show or unused services.
- The 15% deposit is strictly non-refundable from the moment it is received.
- Once the 85% balance is received, the booking is fully non-refundable and non-cancellable — every supplier (lodges, airlines, transport, guides, park authorities) has already been paid.
- Any exception, if granted at our discretion, is issued as a credit note toward a future journey — never as cash reimbursement.
We keep these terms deliberately clear so there are no surprises — and we strongly recommend comprehensive travel insurance (below) so that a cancellation on your side is covered by your insurer.
Permits & supplier exceptions
- Gorilla and chimpanzee permits ($800 Uganda / $1,500 Rwanda / $200 chimp) are non-refundable from the moment the park authority issues them, at any notice — the authorities’ rule, passed through at cost.
- Peak-season and festive bookings at some camps carry stricter camp-imposed terms; where they apply to your quote, they appear on its first page, highlighted.
- Internal flights follow the airline’s fare rules.
Itinerary amendments & operational changes
While every effort is made to operate your confirmed itinerary, we reserve the right to amend, substitute or modify services where necessary for operational, safety, weather or supplier-availability reasons. Reasonable alternatives of a similar standard are provided wherever possible — and where a camp becomes unavailable, we substitute equal or better and tell you before, not after.
Force majeure
In the event of unforeseen circumstances beyond our reasonable control — natural disasters, political unrest, pandemics, strikes, government restrictions or severe weather — we reserve the right to modify, postpone or cancel a booking. Payments already made are held as a credit note toward rebooked travel, particularly where supplier payments have already been processed.
Travel documentation & insurance — required
You are responsible for valid travel documents (passport, visas, vaccination certificates and any permits). Comprehensive travel insurance covering cancellation, medical treatment and evacuation is a condition of traveling with us — it is the difference between a bad week and a bad year. We can point you to insurers experienced with East Africa; we sell nothing and take no commission.
Liability
Black Willow is not liable for loss, injury, accident, illness, damage, delay or inconvenience caused by third-party suppliers, force majeure or circumstances beyond our reasonable control. All safari activities are undertaken at the client’s own risk. By confirming a booking and making payment, you acknowledge and accept these terms in full.
How to cancel
In writing to info@blackwillowexperience.com. We confirm receipt within one business day; any credit note, where granted, is documented in writing.