Terms & Conditions

1. Definitions

In these Terms and Conditions:

• "Company," "We," "Us," "Our" refers to IZ Agency
• "Client," "You," "Your" refers to the person or entity booking our services
• "Services" refers to safari tours, travel arrangements, and related services we provide
• "Booking" refers to a confirmed reservation for our services
• "Force Majeure" refers to events beyond our reasonable control

2. Company Information

IZ Agency is a licensed tour operator registered in Uganda. We are duly licensed by the Uganda Tourism Board (License #UTB/RTT/TT/2025/102125) and are members of the Association of Uganda Tour Operators (AUTO).

3. Booking and Payment

3.1 Booking Process

A booking is confirmed when:

• We receive your completed booking form with all required information
• You agree to these Terms and Conditions
• We receive the required deposit payment
• We send you a written booking confirmation

3.2 Payment Terms

• Deposit: 30% of the total tour cost is required to confirm your booking
• Balance: The remaining 70% must be paid at least 30 days before the tour start date
• Last-Minute Bookings: Tours booked less than 30 days before departure require full payment
• Payment Methods: We accept international bank transfers and East African mobile money (MTN Money, Airtel Money)
• Currency: Quotes are issued in USD unless otherwise agreed

3.3 Gorilla Permits

Gorilla trekking permits are non-refundable once purchased from Uganda Wildlife Authority. We strongly recommend purchasing travel insurance to cover permit costs in case of cancellation.

4. Cancellation and Refunds

4.1 Cancellation by Client

Cancellations must be made in writing. The following charges apply:

• More than 30 days before departure: Full refund minus 10% administration fee
• 15-29 days before departure: 50% refund of total tour cost
• Less than 15 days before departure: No refund
• Gorilla permits: Non-refundable at any time
• No-show: 100% of tour cost forfeited

4.2 Cancellation by Company

We reserve the right to cancel a tour due to insufficient bookings, safety concerns, or force majeure events. In such cases, you will receive a full refund or the option to reschedule without penalty.

5. Travel Insurance

We strongly recommend that all clients purchase comprehensive travel insurance covering:

• Trip cancellation and interruption
• Medical expenses and emergency evacuation
• Lost or delayed baggage
• Personal liability
• Gorilla permit costs

IZ Agency is not responsible for costs arising from events covered by travel insurance.

6. Client Responsibilities

Clients are responsible for:

• Ensuring all travel documents (passport, visa, permits) are valid and current
• Obtaining required vaccinations (Yellow Fever is mandatory for Uganda)
• Declaring any medical conditions that may affect tour participation
• Following guide instructions and park regulations
• Behaving respectfully towards wildlife, local communities, and other travelers
• Arriving at meeting points on time
• Maintaining appropriate physical fitness for chosen activities

7. Liability and Disclaimers

7.1 Company Liability

IZ Agency acts as an intermediary between clients and service providers (hotels, lodges, transport operators, etc.). While we exercise reasonable care in selecting service providers, we are not liable for:

• Acts or omissions of third-party service providers
• Personal injury, illness, or death not caused by our negligence
• Loss or damage to personal property
• Delays or changes to itineraries due to weather, road conditions, or other factors beyond our control
• Wildlife behavior or unsuccessful wildlife sightings

7.2 Maximum Liability

Our maximum liability for any claim is limited to the total amount paid for your tour. We are not liable for indirect, consequential, or incidental damages.

7.3 Insurance Coverage

We maintain appropriate public liability insurance. All vehicles and equipment are properly insured.

8. Changes to Itineraries

We reserve the right to modify itineraries due to:

• Weather conditions and road accessibility
• National park regulations or closures
• Safety and security concerns
• Force majeure events

We will make every effort to provide comparable alternatives. No refunds are provided for itinerary changes beyond our control.

9. Health and Fitness Requirements

Some activities require moderate to high levels of physical fitness:

• Gorilla Trekking: Minimum age 15 years, moderate fitness required, trekking 2-8 hours
• Chimp Tracking: Moderate fitness, uneven terrain
• Game Drives: Suitable for most fitness levels

Clients must disclose any medical conditions that may affect participation. We reserve the right to refuse participation if safety is compromised.

10. Force Majeure

We are not liable for failure to perform services due to events beyond our reasonable control, including but not limited to: natural disasters, pandemics, war, civil unrest, government restrictions, strikes, or acts of terrorism. In such cases, we will work with you to reschedule or provide alternative arrangements.

11. Intellectual Property

All content on our website, including text, images, logos, and designs, is the property of IZ Agencyor our licensors and is protected by copyright and trademark laws. You may not reproduce, distribute, or use our content without written permission.

12. Privacy and Data Protection

Your personal information is handled in accordance with our Privacy Policy. By using our services, you consent to the collection and use of your information as described.

13. Complaints and Disputes

If you have a complaint about our services:

• Report the issue to your guide or our office immediately
• We will make reasonable efforts to resolve the issue promptly
• If unresolved, submit a written complaint within 30 days of tour completion
• We will investigate and respond within 14 business days

Any disputes will be governed by the laws of Uganda and subject to the exclusive jurisdiction of Ugandan courts.

14. Photography and Media

We may take photographs or videos during tours for promotional purposes. By participating in our tours, you consent to the use of your image in our marketing materials. If you do not wish to be photographed, please inform your guide.

15. Changes to Terms

We reserve the right to modify these Terms and Conditions at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the new terms.

16. Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect.

17. Contact Information

For questions about these Terms and Conditions, please contact us: