Last updated: May 2026
1. How to cancel
Cancellations must be submitted in writing — by email to info@roamrapture.co.ug or via the contact page. The cancellation date is the date we receive your written notice, not the date you send it.
2. Cancellation schedule
The percentage of your trip cost refunded depends on how close to departure you cancel. The deposit (30% of the total) is always non-refundable.
| If you cancel | What you get back |
|---|---|
| 60+ days before departure | Deposit forfeited; balance fully refunded The 30% deposit is non-refundable. Anything you paid above the deposit is returned in full. |
| 45–59 days before departure | 50% of the total trip cost refunded Lodge and transport bookings have usually been committed by this point. |
| 21–44 days before departure | 25% of the total trip cost refunded Most supplier deposits are non-refundable in this window. |
| 0–20 days before departure | No refund All bookings, permits, and ground services are fully committed. |
3. Items that are always non-refundable
- Gorilla and chimpanzee permits — issued by the Uganda Wildlife Authority and Rwanda Development Board.
- Domestic flights and charter seats — these are ticketed and cannot be cancelled for credit.
- The 30% booking deposit — covers permits, lodge pre-payments, and trip-planning time.
- Bank or card transaction fees — incurred when you originally paid us.
4. Trip changes (instead of cancelling)
If you can travel on different dates, we'd rather move your trip than refund it. Date changes more than 60 days before departure are usually free, subject to availability. Inside 60 days we'll absorb what we can and only pass through unavoidable supplier costs.
5. If we cancel
On the rare occasions when we need to cancel a trip — for example, due to a security advisory, a park closure, or supplier failure — you can choose between a full refund (including the deposit) or a credit toward a future booking. We are not liable for losses caused by force majeure events beyond our reasonable control.
6. Refund processing
Approved refunds are processed within 14 working days of the cancellation being confirmed in writing. Refunds are returned to the original payment method, in the original currency. Bank settlement times vary by country and are outside our control.
7. Travel insurance is mandatory
Comprehensive travel insurance is a condition of every booking. For medical emergencies, missed flights, and personal reasons that fall outside this policy, your insurance is the right place to claim — not us. Make sure the policy is in place before you pay the balance.
8. Questions
Anything unclear? Email info@roamrapture.co.ug and a real person on our team will reply within one working day.