Booking Terms & Conditions

1. These terms

1.1 What these terms cover.

These are the terms and conditions which govern your booking with us.

1.2 Why you should read them.

Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will provide travel arrangements to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are.

We are African Conservation Experience Limited, a company registered in England and Wales. Our company registration number is 03794924 and our registered office is at 2nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, United Kingdom, TW9 2JA.

2.2 How to contact us.

You can contact us by telephoning our office on +44 1454 269 182 or by writing to us info@conservationafrica.net or 2nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, TW9 2JA, United Kingdom.

2.3 How we may contact you.

If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your application.

3. Your booking

3.1 Your agreement when making a booking.

When you make a booking with us, the first named person on the booking, or person representing the institution making the booking, agrees on behalf of all persons named on the booking that they:

• have read these terms and have the authority to and do agree to be bound by them;
• consent to our use of personal data in accordance with our Privacy Policy and are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
• where placing an order for services with age restrictions, declare that they and all members of the party are of the appropriate age to purchase those services;
• accept financial responsibility for payment of the booking on behalf of all persons named on the booking.

3.2 How to make a booking.

You can initiate a booking by telephoning us, sending an enquiry online via our website or by email, booking through one of our appointed agents, or, if available, by booking online on our website or one of our appointed booking platforms. Once we have received your booking application, our conservation team will be in touch by email to start discussing your goals.

3.3 You must ensure that your chosen trip is right for you.

It is your responsibility to ensure that you have carefully read all information we have provided to you regarding the trip and that you have selected the most appropriate trip for your requirements. If you, or any of your group, have any specific requirements or requests you must contact us before making your booking.

4. Our contract with you

4.1 How we will accept your booking.

Our acceptance of your booking will take place when we send you confirmation that we have received your first payment, at this point a contract will come into existence between you and us, governed by these terms. If your booking is financially protected through the ATOL scheme, then we will send you an ATOL certificate, otherwise your booking will be financially protected by ABTA.

4.2 Your responsibility to check your documents.

It is your responsibility to check the booking confirmation, ATOL Certificate and any other documents we send you carefully and to let us know immediately in the event of any error or inaccuracy, as it may not be possible to make changes later. Please ensure that the names on the confirmation invoice exactly match the names as spelt in the relevant individual’s passport (including all middle names).

4.3 If we cannot accept your booking.

We reserve the right to decline your booking at our absolute discretion. If we are unable to accept your booking, we will inform you of this in writing and will not charge you. If you have already made payment, we will refund this to you. This might be because we have identified an error in the price or description of the trip.

4.4 Your booking reference.

We will assign a reference number to your booking and tell you what it is when we confirm your booking. It will help us if you can tell us the booking reference whenever you contact us about your booking.

5. Price and payment

5.1 Where to find the price for your chosen trip.

The price of the trip will be the price we communicate to you before you place your booking. We take all reasonable care to ensure that the price of the trip advised to you is correct. However please see clause 5.2 for what happens if we discover an error in the price of your booking.

5.2 What happens if we got the price wrong.

It is always possible that, despite our best efforts, some of the trips we sell may be incorrectly priced. We will normally check prices before accepting your booking so that, where the correct price of the trip at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the correct price of the trip at your booking date is higher than the price stated to you, we will contact you for your instructions before we accept your booking. If we accept and process your booking where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may cancel the booking and refund you any sums you have paid.

5.3 When you must pay and how you must pay.

We accept payment via Mastercard, Visa and bank transfer. When you must pay depends on when you booked, and the type of trip you have booked:

• In order to make a booking with us, you must pay a deposit. The amount of the deposit will be confirmed at the time of booking. For some trips, a higher deposit will be payable or it may be necessary to make full payment at the time of booking.
• If you have paid a deposit, the balance of the cost of your trip is payable not less than 8 weeks prior to the start of your trip, unless you are informed otherwise at the time of booking. If you fail to pay the balance by the due date, we are entitled to assume that you wish to cancel your trip and we will retain the deposit paid as the applicable cancellation charge in accordance with clause 10.2.
• If you make a booking within 8 weeks of your trip start date, you must make payment of the full amount at the time of booking.
• You are responsible for paying any charges, fees or deductions applied by your own bank, card provider, payment service provider or intermediary in connection with making payments to us. We will pay any charges levied by our own bank or payment service provider for receiving your payment.

5.4 Local charges not included in the price.

Subject to clause 5.5, the price of your trip includes all government taxes and conservation levies as applicable at the time of booking that do not have to be paid locally. Those that have to be paid locally by you are extra and are your responsibility (such as international airport departure tax or local taxes). You will be advised of the amount of any such local charges where known by us before your booking is confirmed.

5.5 We may pass on certain changes in the price of your trip.

We reserve the right to increase the price of your confirmed booking solely to allow for increases which are a direct consequence of changes in:

• the price of the carriage of passengers resulting from the cost of fuel or other power sources;
• the level of taxes or fees applicable to the trip imposed by third parties not directly involved in the performance of the trip, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
• the exchange rate relevant to the trip.

We will absorb the first 2% of any increase and you will be charged for the amount over and above that. However, if this means that you have to pay an increase of more than 8% of the total price of the confirmed trip (excluding any amendment charges and/or additional services), you will have the option of accepting the price increase and paying the requested amount, accepting a change to another trip if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date on the invoice.

There will be no change made to the price of your confirmed trip within 20 days of your departure, nor will refunds be paid during this period.

6. Important disclaimers

6.1 Acknowledgement of risk.

By placing your booking with us, you acknowledge that you will be participating in what, at times, may be a hazardous activity in a location where operating conditions are very different to those you may encounter in your home country. Whilst we make every reasonable effort to ensure that the projects, operators and transfer providers operate in a prudent and safe manner you must at all times use your discretion to decide whether your personal safety is in danger and take steps accordingly.

6.2 Facilities may change at short notice.

You should also be aware that, due to the nature of the projects, advertised facilities and activities may become unavailable or subject to change at short notice. Such changes are entirely outside of our control and we can't accept any liability in such circumstances.

6.3 If you book excursions, trips or experiences while you are away.

Excursions, trips or experiences (“Excursions”) that you may choose to book or pay for with a third-party whilst you are taking part in your trip are not part of your contracted arrangements with us. For any Excursion that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

6.4 Project-specific forms and agreements.

Upon arrival at a project, you may be required to read, agree to and sign additional project-specific forms or agreements. These may include, but are not limited to, policies that restrict you posting images or videos of the project on social media, codes of conduct, safety acknowledgements, or other documentation outlining rules, behavioural expectations, and local operational procedures. These forms are issued by the project directly and are required to participate fully in the project. Refusal to sign such forms or to comply with their requirements does not entitle you to a refund, compensation, or the right to cancel your trip, and we accept no liability for any consequences of your refusal to comply with the policies or requirements of the project provider.

7. Travel insurance

7.1 It is a requirement of this contract that you have valid and adequate travel insurance to cover your trip.

It is an express condition of your booking that you must have valid travel insurance cover for the duration of your trip and that it is adequate for your needs, the type of activities you will be undertaking as part of your trip and the belongings that you will be bringing with you. The cover must also include a twenty-four hour emergency treatment (including airlift) and repatriation service.

7.2 You must provide us with details of the insurance policy you obtain.

You are required to send us the insurance company name and policy number at least 8 weeks before you depart; however please note we will not check your chosen insurance policy for suitability and it remains your responsibility to check this. If you decide to extend your stay beyond that which you originally booked with us, it will be your responsibility to ensure that you obtain adequate and valid insurance for this extended period.

7.3 It is your responsibility to ensure the insurance policy you purchase is fit for your needs.

It is your responsibility at all times to read the terms of the travel insurance policy carefully and decide whether it is fit for your needs. Many travel insurance policies will be void if you travel against the government advice of the country where the insurance policy is issued.

7.4 We are able to help you purchase travel insurance.

We are able to help you purchase travel insurance, through Howden Insurance. We can therefore provide you with details of Howden's Group Policy Travel Insurance, which you may wish to purchase, please contact us for further details. If you do decide to buy their insurance then your agreement will be with Howden Insurance and not with us and it will therefore not be part of the travel package that you purchase with us. Whether you choose to purchase this policy or a different one, it remains your responsibility at all times to study the terms of your chosen policy very carefully to ensure that the policy you purchase is fit for your needs taking into account the higher risks associated with your placement on a project in a remote location in Africa.

8. Fitness to participate, medical and health conditions, disabilities and reduced mobility

8.1 Fitness to participate in your chosen trip.

Where you book a trip with us, you should expect to participate in strenuous activities in often remote and isolated locations under conditions that you may not have previously encountered. We therefore recommend that you are physically, mentally and emotionally fit. While we are happy to discuss our experiences with you, we cannot offer medical advice.

8.2 You should consult with a medical professional.

You should visit a medical practitioner to get travel health advice before you make your booking with us and again about 12 weeks before departure so that you can ensure you have plenty of time to complete any vaccinations you may require. You should tell your medical practitioner where you will be travelling to, during which dates, and the activities you will be involved in. You should also ask for advice as to whether your health is suitable for the trip, whether you need any vaccinations, malaria prophylaxis, other medications or special requirements in order to travel and take part in the activities included in the trip. Information about travel health advice can be found at https://www.gov.uk/foreign-travel-advice.

8.3 You must advise us if you have any Conditions that may affect your participation in your trip.

If you or any member of your party has any “Condition”, including but not limited to a medical or health condition, disability, reduced or impaired mobility, dietary requirements, allergies, mental and emotional issues, phobias or special requests which may affect your participation in your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs or requests of the person(s) concerned, we will not confirm your booking. In any event, you must give us full details in writing at the time of booking or, if the Condition only develops or deteriorates after you have booked, as soon as you become aware of it. It is your responsibility to advise us of the full details of the condition and how it may affect your participation in your trip. Any medical certificate or note confirming that you are ‘fit to travel’ will be taken into account, but does not replace your responsibility to disclose Conditions fully or our right to decline or cancel a booking if, acting reasonably, we consider participation unsafe or unsuitable.

8.4 Disclosure of health Conditions – scope of responsibility.

Where you disclose a health Condition, disability, neurodivergence, mental health condition, allergy, phobia or reduced mobility, and we accept the booking, we will remain responsible for providing your trip with reasonable skill and care as if you did not have the Condition, together with any specific reasonable adjustments or accommodations we have expressly agreed in writing to provide. We are not medical professionals and therefore do not assume any broader duty of care, clinical or therapeutic responsibility, or liability for managing or preventing all possible effects of the Condition, and you remain responsible for self-management (including medication, coping strategies and following safety instructions). Any agreed adjustments are subject to safety, local conditions and operational practicality, and where they cannot reasonably be implemented without compromising safety or materially disrupting others, safety will take priority. If at any time your Condition or behaviour (including behaviour arising from a Condition) makes participation unsafe or causes serious disruption, we may exclude you from activities or end your trip in accordance with clause 12, in which case no refund will be due and you will be responsible for any additional costs of alternative arrangements or repatriation. Nothing in this clause affects our obligation to make reasonable adjustments where required by law, or limits liability which cannot lawfully be excluded.

8.5 We reserve the right to cancel your booking if you did not properly inform us of any Conditions before booking.

If you did not give us full details of any such Conditions at the time of booking and we are not able to properly accommodate the needs of the person(s) concerned, we reserve the right to cancel your booking and impose applicable cancellation charges when we become aware of these details. If we only become aware of such conditions after you have arrived at the project and, acting reasonably, we are not able to properly accommodate your needs or your condition otherwise negatively impacts others on the trip, we reserve the right to exclude you from certain activities or remove you from the trip at your own expense.

8.6 Minors and Safeguarding.

If you or any participant is under the age of 18 at the time of departure, a parent or legal guardian must provide written consent to the booking and to their participation in the trip. Certain projects or activities may not be suitable for minors, and additional supervision requirements or restrictions may apply. We reserve the right to refuse or cancel a booking for any participant under 18 where we reasonably determine that the trip or project is not suitable, or where appropriate consent has not been obtained.

9. Your rights to make changes to your confirmed trip

9.1 How to request a change.

If, after we have confirmed your booking, you wish to make a change to or defer the trip you have booked, you must notify us in writing as soon as possible. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the trip or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change (such as an increased price) are unacceptable to you, you may want to cancel your booking (see clause 10).

9.2 Deferring your booking.

Where we agree to defer your trip, this will not be a new booking contract with us, but an amendment of your existing booking contract with us. As such, all payment, cancellation and other terms remain the same. This means that the cancellation charges outlined in 10.2 will apply based on your original departure date, not the new date.

9.3 Our amendment fee.

Where your requested change can be met, you must pay all costs and charges incurred or imposed by any of our suppliers together with an amendment fee of £100 (or the equivalent in the currency of your account statement) per change per booking before the change can be made.

9.4 Not all arrangements can be amended.

Please note that certain arrangements within your trip (such as flights) cannot be changed or transferred after they have been confirmed and any change could incur a cancellation charge of up to 100% of that part of the arrangements and require you to re-book.

9.5 Your right to transfer your trip to another person.

You have the right to transfer your place on your trip to another person (introduced by you), subject to compliance with the following conditions:

• the person to whom you are transferring your place satisfies all conditions applicable to the trip;
• requests for a transfer must be made to us in writing at least 7 days before the start of your trip and must be accompanied by the name and other applicable details of the person who will replace you;
• in the event that the balance of the cost of your trip is due but has not been paid when the transfer request is made, this must be paid before the transfer can be made. Any additional payment amount that our suppliers require to effect the change (if the transfer can be made) will be payable. Please note, in some cases suppliers such as airlines treat name changes as a cancellation, levying cancellation charges and requiring payment for a new ticket. These charges must be paid by you before any change can be made; and
• the transferee agrees to these terms.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, you can choose to cancel your booking and the cancellation charges as set out in clause 10.2 will apply. Otherwise, no refunds will be given for persons not travelling or for unused services.

10. If you wish to cancel your confirmed booking

10.1 Your right to cancel your booking.

You may cancel your confirmed booking at any time prior to departure. Should you wish to do so, the party leader must contact us in writing, using the contact details at clause 2.2. Your notice of cancellation will only be effective when it is received by us. Cancellation charges will apply as set out at clause 10.2, unless you are otherwise advised at the time of booking. In calculating the cancellation charges in clause 10.2, we have taken account of expected cost savings and the generation of income from alternative deployment of the arrangements forming part of your trip, to the extent this is likely to be achievable for your trip. For some bookings, including those for which full payment is required at the time of booking, 100% cancellation charges apply from confirmation of your booking. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling, excluding any amendment charges which are not refundable.

10.2 Cancellation charges.

Please note that in the event we have to postpone your trip due to Events Beyond our Control (as defined in clause 15), your original departure date will apply for the purposes of calculating any cancellation charges in accordance with this clause 10.2. Please see clause 11.11 for further information.

10.3 Where you choose to cancel your trip due to unavoidable and extraordinary circumstances.

Cancellation charges will not be applicable in the event that unavoidable and extraordinary circumstances occur in the place of destination of your trip or its immediate vicinity which significantly affect the performance of your trip or the carriage of passengers to that destination and as a result you notify us in writing prior to departure that you wish to cancel your trip. In this situation, we will refund all monies you have paid to us within 14 days of the date you notify us in writing of your cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. Please note that your right to cancel in these circumstances will only apply where the UK Foreign, Commonwealth & Development Office (FCDO) advises against travel to your destination or its immediate vicinity and you are due to travel to the affected destination imminently within the next 7 days. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

10.4 No cooling off period.

Please note that you do not have a legal right to change your mind and cancel your trip within 14 days and receive a refund. This right, under the Consumer Contracts Regulations 2013, does not apply to package trips.

10.5 How we will refund you (if any refund is due to you when you cancel).

Where a refund is due to you, we will pay it, less the applicable cancellation charge, by the method you used for payment.

10.6 When your refund will be made.

We will make any refunds due to you as soon as possible, but in any event within 14 days of your telling us you wish to cancel your booking.

10.7 If you curtail your trip or make changes after the commencement of your trip.

If you are forced to cut your trip short (curtailment), we cannot refund the cost of any services you have not used. If you curtail your trip in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your booking not completed, or be liable for any associated costs you may incur. If you decide to alter your booking during the trip, this is your own responsibility and we will not be responsible for any extras or difficulties that may arise with onward travel as a result of such alterations. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

11. Our rights to make changes or cancel your confirmed trip

11.1 As we plan our arrangements many months in advance.

As we plan our arrangements many months in advance, very occasionally we may have to make a change to your confirmed booking or cancel it altogether and we reserve the right to do so.

11.2 Minor changes to your trip.

Most changes will be minor and we have the right to make these. Where we become aware of a minor change to your trip before departure, we will try to notify you in writing, should there be time to do so. We do not have to pay you any refund or compensation where the change to your trip is minor. Minor changes are likely to include (but are not limited to):

• changes to any destination, place of stay or port or place of call in your itinerary which is not a major, confirmed destination, place of stay or place of call;
• a change to the scheduling within your trip of less than 12 hours;
• a change of accommodation to another of the same or higher standard;
• changes to aircraft type or carrier/airline.

11.3 Significant changes to your trip.

Occasionally, we may have to make a significant change to or cancel your confirmed booking. Examples of “significant changes” include the following, when made before departure:

• a change of accommodation area for the whole or a significant part of your trip;
• a change of accommodation to that of a lower standard or classification for the whole or a significant part of your trip;
• a change to the scheduling within your trip of more than 12 hours;
• a significant change to your trip / project itinerary.

11.4 If we make a significant change.

If we have to make a significant change to your confirmed booking, we will provide you with the following information in writing as soon as possible:

• The proposed changes to your trip (including any change to the date or duration of the trip) and any impact they have on the price;
• In the event that you do not wish to accept the changes, details of any substitute trip we are able to offer (if any), including the price. Where the substitute trip is a lower standard or cost, you will be entitled to a refund of the difference in price;
• Your entitlement to cancel your booking and receive a full refund if you do not want to accept the proposed change or any substitute trip offered; and
• The period within which you must inform us of your decision and what will happen if you don’t do so. If you choose to cancel your booking, we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so.

11.5 If we have to cancel your booking.

We have the right to terminate your confirmed booking in the following circumstances:

• we are prevented from performing your contracted arrangements as a result of Events Beyond our Control (as defined in clause 15) and we notify you of this as soon as reasonably possible; or
• we have to cancel because the number of persons who have booked the trip which you are attending is smaller than the minimum number applicable to the trip as stated in the contract and you are notified of the cancellation within the timescales stipulated at clause 11.8; or
• we cancel due to your failure to pay the balance of the cost of your trip on time.

11.6 If we cancel your trip.

If we have to cancel your confirmed booking, we will provide you with the following information in writing as soon as possible:

• details of any substitute arrangements we are able to offer (if any), including the price. Where the substitute arrangements are a lower standard or cost, you will be entitled to a refund of the difference in price;
• whether you are entitled to receive a full refund if you do not want to accept the substitute arrangements offered; and
• the period within which you must inform us of your decision and what will happen if you don’t do so. If you choose to a refund, we will refund all payments you have made to us as soon as possible. If we don’t hear from you with your decision within the specified period (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us as soon as possible

11.7 Cancellation due to failure to reach minimum numbers.

Where we cancel your confirmed booking due to a failure to reach the minimum numbers required for that particular trip, we will notify you no later than:

• in the case of trips lasting more than 6 days, 20 days before the start of the trip;
• in the case of trips lasting between 2 and 6 days, 7 days before the start of the trip;
• in the case of trips lasting less than 2 days, 48 hours before the start of the trip

11.8 Compensation for the cancellation of your booking.

In addition to a full refund of all monies paid by you, we will pay you compensation detailed in the table below, in the following circumstances:

• If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; or
• If we cancel your booking and no substitute trip is available, or you choose not to accept the substitute offered to you (unless we cancel your booking in the circumstances set out directly below the table).

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

*Note: We will not pay you compensation in the following circumstances:

• where the change to your trip is minor;
• where we make a significant change or cancel your trip more than 56 days before the start of your trip;
• where we make a significant change and you accept the change, or you accept an offer of a substitute trip;
• where we have to cancel your trip as a result of your failure to make full payment on time;
• where we have to cancel because the number of persons who have booked the trip which you are attending is smaller than the minimum number applicable to the trip as stated in the contract and you are notified of the cancellation within the timescales stipulated at clause 11.7;
• where the change or cancellation arises out of changes to the confirmed booking requested by you;
• where we are forced to cancel or change your trip due to Events Beyond our Control (as defined in clause 15).

11.9 Changes made during the trip.

If we become unable to provide a significant proportion of the trip that you have booked after it has started, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

11.10 Postponement of your booking.

Please note that where we have to postpone or otherwise cancel your trip and re-book you on to a later date due to Events Beyond our Control, this will not be a new booking contract with us but an amendment of your existing booking contract with us (unless we expressly say otherwise). As such, all payment, cancellation and other terms remain the same. This means that for the purposes of payment of the balance due date, payment will be required not less than 8 weeks prior to the original scheduled departure date, and cancellation charges will apply based on your original departure date, not the new date.

12. Your responsibilities

12.1 Positive contribution and behaviour.

A condition of your booking is that you are required to make a positive contribution to the project and to behave at the project and on the journey to and from it in a proper manner and in particular to observe strictly any rules and regulations of the project. You are expected to participate in the daily running of the project, abide by the instructions of the project managers, coordinators, rangers or guides and be tolerant to other volunteers on the project and to the cultures of other people you come into contact with.

If in our opinion or in the opinion of any person in authority, your behaviour or that of any member of your party is causing or is likely to cause offence, distress, danger or annoyance to any of our other travellers or any third party, to cause damage to property, to cause a delay or diversion to transportation or if you / any member of your party fail to follow any of the rules and regulations of the project, we reserve the right to terminate your booked arrangements with us immediately. In the event of such termination we will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred by you as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you.

In particular, illegal actions, violent conduct, drug or alcohol abuse and not listening to the instructions of a project manager, coordinator, ranger or guide will not be tolerated.

12.2 Travel advice.

For up-to-date travel advice from the UK government, visit www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk. We recommend that you consult these websites (or the applicable website for your country of residence) before booking in order to make an informed decision about your chosen destination, and again before departure.

12.3 Passports & Visas.

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change, and you must check the up to date position in good time before departure. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

12.4 Entry restrictions.

Please note that in certain circumstances, entry restrictions can be imposed at a destination with little or no notice and which may affect your ability to travel to or enter the destination. You must ensure you have sufficient travel insurance to cover any losses you incur as a result, including cancellation charges, as we will not be liable to you for any losses you incur in these circumstances.

13. If there is a problem during your trip

13.1 How to tell us if you have a problem.

If you have a complaint about your trip, you must inform the relevant transfer provider or project manager or coordinator immediately who will endeavour to put things right. If you feel that they have not adequately dealt with your complaint then you should contact ACE’s in-country team through the phone number given to you. It is only if you do this that we will have the opportunity to put matters right whilst your trip is underway.

13.2 If you are still unhappy after you’ve returned from your trip.

If your complaint is not resolved locally, please contact us as soon as possible on +441454269182 or other contact details which can be found at www.conservationafrica.net/contact-us/. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at 2nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, TW9 2JA, United Kingdom within 28 days of the end of your stay, giving your booking reference and all other relevant information. Your complaint or claim will be investigated, and a full reply sent to you as soon as possible. As our investigations often involve obtaining information from overseas, it may take a few weeks.

13.3 Alternative dispute resolution.

We are a Member of ABTA, membership number Y6702. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

14. Our responsibilities to you

14.1 We are responsible to you for the proper provision of your trip.

We will accept responsibility for your trip as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 as set out in this clause 14. This means that we are responsible for the proper provision of the travel services included in your trip, as set out in the confirmation invoice. Subject to these terms, if we or any of the suppliers we have engaged to provide the travel services making up your trip, negligently provide those travel services and we don’t remedy or resolve your complaint within a reasonable period of time, and this affects the enjoyment of your trip, you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your trip. The level of such compensation will be calculated taking into consideration all relevant factors such as, but not limited to: following the complaints procedure as described in section 13 and the extent to which ours or our employees’ or the supplier’s negligence affected the overall enjoyment of your trip. Please note that it is your responsibility to show that we or the suppliers have been negligent if you wish to make a claim against us.

14.2 What we will not be responsible for.

We will not be responsible for any injury, illness, death, loss (including loss of possessions or enjoyment), damage, expense, cost or other sum or claim of any nature whatsoever which results from:

• the act(s) and/or omission(s) of the person(s) affected.
• the act(s) and/or omission(s) of a third party not connected with the provision of your trip and which were unforeseeable or unavoidable.
• Events Beyond our Control (as defined in clause 15).

We cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services, experiences, excursions, activities or facilities that you purchase or book during your trip, where the services or facilities are not advertised on our website as forming part of your trip and we have not agreed to arrange them as part of our contract.

We cannot accept any liability for any damage, loss, expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not reasonably have foreseen you would suffer or incur if we breached our contract with you, or which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any expenses or losses that relate to or arise from any business (including without limitation, self-employed loss of earnings), or any indirect or consequential loss of any kind.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or for fraud or fraudulent misrepresentation.

14.3 Limits to our liability.

We limit the amount of compensation we may have to pay you if we are found liable to you, as follows:

• loss of and/or damage to any luggage or personal possessions and money: The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
• Claims not falling under (a) above and which don’t involve injury, illness or death: The maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
• Claims in respect of international travel by air, sea and rail: Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and / or off the transport concerned) provided by any air, rail or sea carrier to which any international convention or EU regulation applies, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which compensation will be payable) will be limited as if we were the carrier in question as referred to below. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or EU regulation that applies to the travel arrangements in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air and/or, for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, EC Regulation 392/2009 on the liability of carriers of passengers in the event of accidents and/or the Athens Convention (as amended by the 2002 Protocol) for international carriage by sea and the Convention of 1980 concerning International Travel by Rail (COTIF) as amended for travel by rail). Where a carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the time limits stipulated in the applicable convention or regulation), we similarly are not obliged to make a payment to you for that claim or part of the claim. Please also note that strict time limits apply for notifying loss, damage or delay of luggage to the airline. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 2 years of the date stipulated in the applicable convention or regulation. You are not entitled to make any claim against us which concerns or is based on any travel arrangements provided by any air, rail or sea carrier if such a claim is not expressly permitted to be brought against the carrier by the international convention or regulation that applies to the travel arrangements in question. When making any payment, we will deduct any payment that you have received or are entitled to receive from the carrier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
• When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

14.4 Where you are unable to return home.

Where it is impossible for you to get to the agreed end point of your trip at the time and place shown in your itinerary, due to “unavoidable and extraordinary circumstances”, we will provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your trip. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

14.5 Where you require assistance during your trip.

If, during your trip, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance, which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Furthermore, we reserve the right to charge you a fee for our assistance if the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

15. Events Beyond Our Control

15.1 What are Events Beyond Our Control?

In these terms, “Events Beyond our Control” means a situation which is beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion and flight restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel.

15.2 Our responsibility for Events Beyond Our Control.

Except where otherwise stated in these terms, we have no liability including for compensation, costs and expenses where the performance of our obligations under this contract is prevented or affected by, or you otherwise suffer any damage, expense or loss as a result of Events Beyond Our Control.

16. Delays, flights and transport arrangements

16.1 It is your responsibility to arrive on time.

It is your responsibility to ensure that you arrive at the start point of your trip at the time stated in your booking documentation. We cannot accept responsibility or liability for any disruption or delay in travel arrangements that you have booked independently. If you fail to reach your start point on time we will not be able to delay the transportation to your project and this may result in you missing some or all of your booked project as a result.

16.2 No liability for delays to flights or other transport.

Air, rail, road and other departure times are supplied by the carriers. They are subject to, inter alia, air traffic control restrictions, weather conditions, the need for maintenance and the ability of passengers to check in on time. We do not have any liability to you for any delays that may arise (including any at your international departure airport). We will provide you with information and advice to the extent we are in a position to do so. Where applicable, the airline is responsible for providing any assistance as is legally required by EC 261/2004 (denied boarding and flight disruption) (see clause 16.4). Otherwise, any arrangements in the event of a delay will be at the sole discretion of the airline or other carrier involved.

16.3 Community list.

In accordance with EU Directive (EC) No 2111/2005, we are required to bring to your attention the existence of a ‘Community list’ that contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban_en.

16.4 Change of carrier.

We are also required to advise you of the carrier (or, if the carrier is not known, the likely carrier) that will operate your flight at the time of booking. Where we are unable to inform you of the likely carrier at the time of booking, we will inform you of the identity of the actual carrier as soon as we become aware of this. Any change to the operating carrier after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm flight timings. The flight timings shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets that will be sent to you before departure. You must check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been sent – we, or the airline, will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and / or aircraft type (if given) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these terms. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above and we / the carrier are unable to offer you a suitable alternative, the provisions of clause 11 will apply.

16.5 If your flight is cancelled or delayed.

If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 (denied boarding and flight disruption) or the UK equivalent. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to EC261 or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under EC261. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with EC261 or otherwise, you must, when requested, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that payment. If your airline does not comply with these rules you may use the CAA Passenger Advice and Complaints Service. See https://www.caa.co.uk/Passengers/Resolving-travel-problems/ for further details

17. Insolvency protection for your payments

17.1 Membership organisations.

We are a member of ABTA (ABTA number Y6702). We also hold an Air Travel Organiser’s Licence (ATOL) issued by the Civil Aviation Authority (ATOL number 6123).

17.2 Our legal obligation to provide insolvency protection for your payments.

The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package trips booked with us and for your repatriation in the event of our insolvency.

17.3 Insolvency protection through ATOL.

If you are based in the European Economic Area (EEA) or the UK and the package you book with us includes a flight, or you are based outside the EEA or UK and the package you book with us includes a flight departing from or arriving in the EEA or UK, we provide insolvency protection by way of our Air Travel Organiser's Licence (ATOL, number 6123) issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk. When you buy an ATOL protected flight inclusive package from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent or your credit card issuer where applicable. You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

The price of our flight-inclusive packages includes the amount of £2.50 per person which is the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. For further information, visit the ATOL website at: www.atol.org.uk. Not all trip or travel services offered and sold by us will be protected by the ATOL Scheme.

17.4 Insolvency protection through ABTA.

If you are based outside the European Economic Area (EEA) or the UK and the package you book with us does not include a flight departing from or arriving in the EEA or UK, we provide full financial protection by way of a bond with ABTA (ABTA Ltd, The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com). ABTA will financially protect your trip in the event of our insolvency by arranging for you to receive a refund and, if your package includes transport, you to be repatriated. In this case, if already abroad, you will be returned to the point where your package trip with us commenced. Please go to www.abta.com for information on ABTA’s travel protection.

18. Special requests

18.1 You must notify us of special requests.

If you have any special request, you must advise us at the time of booking. Although we will endeavour to cater for any special requests, we regret we cannot guarantee any request unless it has been specifically confirmed in writing. Failure to meet any special request will not otherwise be a breach of contract on our part. Confirmation that a special request has been noted or the inclusion of the special request on your confirmation email or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

19. How we may use your personal information

19.1 How we may use your personal information.

We will only use your personal information as set out in our https://www.conservationafrica.net/privacy-policy.

19.2 Photography and video consent.

We may take photographs and videos during your trip for promotional and marketing purposes, including but not limited to our website, social media, printed materials, and presentations. By booking with us, you consent to the use of any images or footage in which you may appear, unless you notify us in writing before your trip commences.

19.3 In the event of our insolvency.

In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ and ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice.

20. Other important terms

20.1 We may transfer this agreement to someone else.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

20.2 Nobody else has any rights under this contract (except someone you transfer your trip place to).

This contract is between you and all persons named on the booking, and us. No other person shall have any rights to enforce any of its terms. Neither you nor us need to get the agreement of any other person to end the contract or make any changes to these terms.

20.3 Conditions of suppliers.

Many of the services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

20.4 If a court finds part of this contract illegal, the rest will continue in force.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

20.5 Even if we delay in enforcing this contract, we can still enforce it later.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, we can still require you to make the payment at a later date.

20.6 Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by English law and you can bring legal proceedings in respect of your booking in the English courts. If you live in Scotland, you can bring legal proceedings in respect of your booking in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of your booking in either the Northern Irish or the English courts.