terms & conditions

Standard Terms & Conditions

Effective 22 July 2025

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The following Terms and Conditions apply to all bookings made directly with Kutwelo Ltd (T/A Kutwelo – Luxury Africa Travel), hereinafter referred to as "Kutwelo – Luxury Africa Travel", "we", "us", or "our". By making a booking, you agree to these Terms and Conditions, which form a binding agreement between you (the traveller, “you” or “your”) and Kutwelo – Luxury Africa Travel.
These terms apply to bookings made via phone, email, or in person. The person making the booking warrants that they have authority to act on behalf of all other travellers included in the booking and acknowledges that all such travellers will be bound by these Terms and Conditions.

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Quotation and Costs

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All costings quoted are based on anticipated costs and are subject to change without notice due to circumstances beyond our control, including (but not limited to) supplier price increases, currency fluctuations, tax or fuel surcharges, or park/conservation fee increases. Pricing may be presented in multiple currencies depending on the nature of the itinerary and destination.
Provisional bookings are held for a maximum of 10 days. If the required deposit is not received within this period, the reservation will be automatically cancelled. We are not obligated to provide a breakdown of individual costs within a package.

 

Deposit and Payments

 

A non-refundable deposit of 30% of the total booking cost is generally required to confirm your reservation. However, deposit and refund policies may vary depending on the season, lodge, or third-party supplier terms.
Airline reservations require 100% of the total booking value to be paid on date of confirmation.
Gorilla and golden monkey trekking permits require 100% payment at the time of booking and are strictly non-refundable and non-transferable, including no changes to names or travel dates permitted, as per conservation authority regulations.
Upon confirmation, your booking is subject to the governing terms and conditions of all involved suppliers. The final balance is due no later than 75 days prior to arrival.

If booking within 75 days of travel, full payment is due immediately. Failure to make payment by the due date may result in cancellation of your booking, with applicable cancellation fees.

 

Cancellations

 

All cancellations and postponements must be received in writing.

•    Cancellations will typically result in the loss of your deposit, though refundability may vary depending on lodge and seasonal policy.
•    Postponements are assessed on a case-by-case basis. While we will work with our partners to offer flexible solutions, some postponements may be treated as cancellations under supplier terms.

We do require you to obtain travel insurance at the time of booking to protect against cancellation costs.

 

Travel Insurance

It is a mandatory condition of booking that you obtain comprehensive travel and medical insurance that includes, at a minimum:

•    Trip cancellation, interruption, or delay
•    Medical expenses
•    Emergency evacuation and repatriation
•    Baggage and personal effects
•    Covid-19 and pandemic-related disruptions

We partner with Global Rescue, an industry leader in medical and security evacuation services. Global Rescue offers worldwide medical and crisis response, including field rescue from the point of injury or illness. Upgrading to cover any cancellation reason is highly recommended.

Kutwelo – Luxury Africa Travel will not be liable for any loss, injury, or costs incurred due to your failure to secure adequate insurance.
 

Passports, Visas & Entry Requirements

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You are responsible for obtaining and carrying valid passports, visas, vaccinations, and any other documentation required for your trip.

•    Passports must be valid for at least six (6) months beyond your return date.
•    Travel to many African countries requires at least three blank pages in your passport for immigration stamps.
 

Kutwelo - Luxury Africa Travel is not liable for denied entry due to incorrect or incomplete documentation. For up-to-date travel and visa information, we recommend checking Sherpa, a reliable source of global entry requirements.

 

Kutwelo - Luxury Africa Travel will require a copy of a valid passport to be submitted in order to confirm reservations on all services made.
 

Travel Risks and Liability

 

Kutwelo – Luxury Africa Travel acts as a travel agent only and arranges your travel with third-party suppliers. These include (but are not limited to) airlines, lodges, ground operators, and tour companies. These suppliers are independent contractors and are not agents or employees of Kutwelo – Luxury Africa Travel.

We do not accept any liability for the acts, errors, omissions, representations, warranties, breaches or negligence of any such third-party suppliers, or for any personal injuries, death, property damage, loss, accident, delay, or other irregularities caused by such parties.
You acknowledge the inherent risks involved in travel to remote and wild locations, including the risk of serious illness or injury, and agree to assume full responsibility for such risks.

Where our liability cannot be lawfully excluded under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986, it is limited to the extent permitted by those laws. If you are booking services for business purposes (as defined by the CGA), you agree that the CGA does not apply.

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Supplier Insolvency

 

If a supplier becomes insolvent or ceases trading, Kutwelo – Luxury Africa Travel is not obligated to refund payments made on your behalf. You may seek a refund through your travel insurer or under the Consumer Guarantees Act, where applicable.

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Financial Arrangements

 

We receive remuneration through commissions, financial incentives and other means (together, “financial arrangements”) from booking travel and travel-related products and services on your behalf with third party travel service providers. We are not required by law to disclose to you the nature or value of these financial arrangements.

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Privacy and Data Use

 

Your privacy is important to us. By booking with Kutwelo – luxury Africa Travel, you consent to us collecting, storing, and sharing your personal information as required to complete your travel arrangements.
This may include disclosing your information to overseas service providers (e.g. lodges, airlines, and transfer companies) and third-party partners, who may not be subject to New Zealand privacy laws. Where we disclose your information to these entities, we will take reasonable steps to ensure it is used appropriately but are not liable for their handling under local laws.
Our full privacy policy is available on our website or upon request.

 

Complaints and Disputes

 

Any concerns should be raised with us or our local representatives as soon as possible during your trip. Written complaints must be submitted within 30 days of travel completion.

These Terms are governed by New Zealand law, and any disputes will be resolved under the exclusive jurisdiction of New Zealand courts.

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Amendments and Variations

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Kutwelo – luxury Africa Travel reserves the right to make necessary changes to itineraries, services, or accommodations due to circumstances beyond our control. Where possible, we will offer suitable alternatives and notify you of significant changes.
These Terms and Conditions may be updated at any time. The current version will always be available on our website or upon request.

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Acknowledgement and Agreement

 

By confirming a booking with Kutwelo – Luxury Africa Travel, you confirm that you:

•    Have read and understood these Terms and Conditions;
•    Accept and agree to be bound by them;
•    Are authorised to act on behalf of all travellers listed on the booking.