Cancellation and Refund Policy

Scope and Acceptance

This policy forms part of the booking agreement between the customer and Gokilimanjarotreks. It applies to every booking unless a written quotation or service agreement expressly provides different cancellation terms.

By paying a deposit or otherwise confirming a booking, the customer confirms that they have read and accepted this policy, together with the booking confirmation, itinerary, payment schedule, and any supplier-specific terms provided before booking.

Where a booking includes services supplied by a third party, the third party's non-refundable charges may apply even when the percentage in this policy would otherwise provide a larger refund. We will disclose known non-refundable charges as early as reasonably possible.

Definitions

Booking date means the date on which Gokilimanjarotreks receives the customer's deposit or written confirmation, whichever occurs first.

Departure date means the scheduled date on which the customer's first booked service begins. For a Kilimanjaro trek, this is normally the date the trek starts, not the date of arrival in Tanzania, unless the booking confirmation states otherwise.

Cancellation notice means a written request sent by email or another written channel approved by Gokilimanjarotreks. The cancellation becomes effective when we acknowledge receipt. If notice is received outside our normal business hours, it is treated as received on the next business day.

Booking price means the total price of the cancelled services, excluding bank charges, card-processing fees, visa costs, travel insurance premiums, and other amounts identified as non-refundable.

Customer Cancellation Charges

The following schedule applies to the portion of the booking cancelled by the customer. The percentage is calculated from the booking price, subject to the non-refundable costs described in Section 4. A deposit of 10 percent is required to confirm a booking.

Time cancellation is received before departure

• More than 60 days: Charge — deposit or documented non-refundable costs, whichever is greater. Refund — remaining eligible balance.
• 31–60 days: Charge — 30% of booking price. Refund — 70% of booking price, less documented non-refundable costs.
• 15–30 days: Charge — 50% of booking price. Refund — 50% of booking price, less documented non-refundable costs.
• 8–14 days: Charge — 75% of booking price. Refund — 25% of booking price, less documented non-refundable costs.
• 0–7 days, no-show, or departure after the scheduled start: Charge — 100% of booking price. Refund — none.

For bookings made within 60 days of departure, the cancellation schedule applies from the date of booking, and any immediately committed or non-refundable costs may be retained.

Booking lead times

• Safari: deposit required 6 months or more ahead, because safari hotels and lodges must be booked well in advance.
• Kilimanjaro: deposit required 2 to 3 months or more ahead.
• Balance: the remaining balance is due no later than 45 days before departure.

Costs That May Be Non-Refundable

Some services require Gokilimanjarotreks to make advance payments or obtain permits and reservations that cannot be recovered after cancellation. Depending on the itinerary, these costs may include national park or conservation fees, trekking permits, accommodation deposits, domestic flights, international flights booked through us, transport reservations, specialist equipment hire, entrance fees, government charges, payment-processing fees, and supplier cancellation charges.

We will provide an itemised explanation of retained costs when processing a refund. We will not retain a cost that has been successfully recovered from the relevant supplier, except where it is covered by the applicable cancellation percentage and has already been incurred as part of arranging the booking.

How to Cancel

To cancel, the booking holder must send a written request containing the booking reference, lead traveller's full name, scheduled departure date, and reason for cancellation if they wish to provide one.

Cancellation requests should be sent to info@gokilimanjarotreks.com. A cancellation is not complete until Gokilimanjarotreks confirms it in writing. The person who made the booking remains responsible for ensuring that all members of the group are informed.

Refunds, when due, will normally be sent to the original payer and original payment method. We aim to process approved refunds within 14 calendar days after confirming the final refundable amount. The time taken by banks, card networks, or payment providers is outside our control.

Bank charges, currency-conversion differences, and payment-provider fees are not refundable unless the law requires otherwise.

Changing a Booking Instead of Cancelling

We will make reasonable efforts to move a booking to a later date if the request is received at least 30 days before departure and the requested date is available. A change is not guaranteed and may be subject to updated supplier prices, permit availability, seasonal pricing, and reasonable administration costs.

A date change requested within 30 days of departure may be treated as a cancellation if suppliers will not transfer their services or if the change creates unrecoverable costs. Any new booking will be governed by the prices and terms in effect on the replacement date.

A change of lead traveller is permitted only if suppliers, permits, and applicable authorities allow it. The original customer remains responsible for all charges until Gokilimanjarotreks confirms the substitution in writing.

Cancellation or Changes by Gokilimanjarotreks

Gokilimanjarotreks may cancel, shorten, reroute, postpone, or materially change an itinerary when this is reasonably necessary for safety, weather, illness, government action, park or permit restrictions, civil disturbance, transport disruption, supplier failure, or another circumstance outside our reasonable control.

If Gokilimanjarotreks cancels a trip before departure for reasons within our reasonable control, the customer may choose one of the following remedies:

• Transfer the full amount paid to a replacement date;
• Accept a comparable alternative itinerary; or
• Receive a refund of the amount paid for services that Gokilimanjarotreks has not supplied and cannot recover from suppliers.

If a trip is cancelled or materially changed because of circumstances outside our reasonable control, we will first seek practical alternatives and supplier credits or refunds. Any refund will be limited to amounts that Gokilimanjarotreks can recover, less costs already incurred in delivering or arranging the trip. We will not be responsible for indirect losses, including flights, visas, insurance, lost work, or other consequential expenses, unless required by applicable law.

Where a trip has already started, refunds are calculated only for services not provided and amounts recoverable from suppliers. No refund is due for a guest's voluntary decision to leave early, failure to attend, late arrival, missed transport, or removal from an activity for safety or conduct reasons.

Weather, Mountain Conditions, and Safety Decisions

Kilimanjaro and other outdoor destinations involve natural risks and conditions that can change rapidly. The lead guide or Gokilimanjarotreks operations team may change the route, schedule, accommodation, or activity level when they reasonably believe this is necessary for guest safety or legal compliance.

A safety-related change does not automatically create a right to a full refund. We will, however, make reasonable efforts to provide the booked services in a safe alternative form or to recover the value of services that cannot be delivered.

A customer's failure to reach the summit, a decision to descend, altitude-related illness, inadequate fitness, unsuitable equipment, or failure to follow guide instructions is not, by itself, a qualifying cancellation by Gokilimanjarotreks. Comprehensive travel insurance is required for these risks. Park fees, permits and crew costs are paid in advance and cannot be recovered, so an early descent does not create a refund.

Illness, Injury, Bereavement, and Other Personal Emergencies

Personal emergencies are handled under the standard cancellation schedule because Gokilimanjarotreks may already have committed funds to suppliers. We may offer a transfer, credit, or discretionary reduction where suppliers permit it, but this is not guaranteed.

Customers must hold comprehensive travel insurance that covers cancellation, medical treatment, evacuation, interruption, baggage, missed connections, and trekking at the planned altitude. Insurance claims must be made directly by the customer to the insurer. Gokilimanjarotreks can provide reasonable supporting documents but cannot guarantee an insurer's decision.

Travel Documents, Health, and Eligibility

The customer is responsible for having a valid passport, visa, permits, required vaccinations or health documents, suitable travel insurance, and the fitness and equipment reasonably required for the itinerary.

No refund is due where a customer cannot travel because they lack required documents, arrive too late, are refused entry, are medically unable to participate, fail to meet stated eligibility requirements, or are unable to safely continue after departure. This does not limit any rights that cannot legally be excluded.

Group Bookings and Partial Cancellations

For group bookings, the cancellation of one or more travellers may change the per-person price for the remaining travellers. We will explain any resulting price adjustment before confirming the partial cancellation.

If the booking is cancelled by the lead traveller on behalf of the group, we may treat the cancellation as applying to all travellers unless individual written instructions are received and acknowledged.

Credits and Transfers

Where we offer a travel credit instead of a refund, the credit will state its value, expiry date, permitted traveller, and permitted services. Unless the credit certificate states otherwise, it is non-transferable, cannot be exchanged for cash, and is subject to supplier availability and current prices.

A credit will not be issued automatically unless Gokilimanjarotreks confirms it in writing. Promotional discounts, complimentary services, and unused portions of a package may not be converted into cash or credit unless expressly agreed.

Complaints and Dispute Resolution

If you believe a cancellation or refund has been calculated incorrectly, please contact us in writing within 30 days of receiving the calculation. Include your booking reference and the specific amount or decision you wish us to review.

We will acknowledge the complaint and aim to provide a written response within 14 calendar days. Nothing in this section removes any mandatory consumer rights or legal remedies available under the law that applies to the booking.

Governing Law, Policy Updates, and Legal Standing

All bookings apply Tanzanian business law. This policy, and the booking agreement it forms part of, is governed by the laws of the United Republic of Tanzania.

Gokilimanjarotreks may update this policy for future bookings. The version in force when a booking is confirmed will normally apply to that booking, unless the parties agree otherwise in writing or an update is required by law.

This policy should be read together with the booking confirmation, itinerary, payment terms, supplier terms, and any written special conditions. If those documents conflict, the specific written terms in the booking confirmation will prevail for that booking.

Contact Us

If you have any questions about this policy or a cancellation, get in touch directly:

Changes to This Policy

We reserve the right to update or modify this Cancellation and Refund Policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

Last updated: 18 September 2026