Terms & Conditions

01 About Travel Miles

Travel Miles Ltd is a tourism company based in Kigali, Rwanda.

We provide travel-related services including tours, wildlife safaris, gorilla trekking experiences, cultural tours, city excursions, tailor-made itineraries, transportation and related travel arrangements in Rwanda and other destinations in East Africa.

Our website provides information about destinations, tours, travel experiences and related services.

02 Website Information

We make reasonable efforts to ensure that information published on our website is accurate and useful.

However, travel information can change because of circumstances outside our control, including changes in park regulations, government requirements, weather, road conditions, accommodation availability, transportation schedules, conservation regulations and other operational circumstances.

Prices, availability, itineraries, photographs, descriptions and other website information may therefore be changed or updated without prior notice.

A price or tour displayed on the website does not necessarily constitute a confirmed booking.

03 Tour Prices

Prices displayed on our website are subject to the conditions specified for the particular tour or service.

Unless specifically stated otherwise, a displayed price should be understood as an indicative or starting price and may vary according to:

• Number of travelers
• Travel dates
• Accommodation category
• Transportation requirements
• Permit availability and government fees
• Seasonality
• Activities requested
• Changes requested by the customer
• Third-party supplier prices
• Any applicable taxes, fees or charges

The final price will be confirmed in the quotation or booking confirmation issued by Travel Miles.

04 Booking Requests

Submitting an inquiry, booking request or contact form through the website does not automatically create a confirmed booking.

A booking becomes confirmed only when Travel Miles has confirmed the arrangements and any required payment or deposit has been received in accordance with the agreed booking conditions.

Travel Miles may request additional information before confirming a booking.

05 Payments

Payment requirements will be communicated to the customer before confirmation of the relevant booking.

Depending on the service, Travel Miles may require a deposit, full payment or another agreed payment arrangement.

Payment methods may include bank transfer, electronic payment or other payment methods made available by Travel Miles or its payment providers.

A booking may remain unconfirmed until the required payment has been received and verified.

06 Third-Party Services

Some services included in a Travel Miles itinerary may be provided by independent third parties, including:

• Hotels and lodges
• Airlines
• Vehicle providers
• Boat operators
• Tour guides
• National parks and conservation authorities
• Restaurants
• Activity operators
• Permit authorities
• Travel insurance providers
• Other local or international suppliers

Travel Miles may coordinate these services as part of your trip but does not control every aspect of third-party operations.

Third-party services may be subject to their own terms, conditions, cancellation policies and operational requirements.

07 Travel Documents & Customer Responsibilities

Customers are responsible for ensuring that they have valid travel documents required for their journey.

Depending on the destination and circumstances, customers may need:

• A valid passport
• Required visas
• Travel permits
• Vaccination or health documentation where required by authorities
• Travel insurance
• Other documents required by the relevant authorities

Travel Miles may assist with travel planning and information but customers remain responsible for ensuring that their personal travel documents are valid and complete.

08 Gorilla Trekking, Wildlife & Adventure Activities

Certain Travel Miles activities involve wildlife, trekking, hiking, boat trips, road travel or other outdoor activities.

Customers are expected to follow instructions given by guides, park authorities and activity providers.

Customers must inform Travel Miles of any relevant physical limitations, allergies, dietary requirements or other special requirements that may affect the safe delivery of a service.

Travel Miles reserves the right to modify an activity where reasonably necessary for safety, conservation, weather, government restrictions or operational reasons.

09 Changes to Itineraries

Travel Miles may need to modify an itinerary because of circumstances beyond reasonable control, including:

• Weather conditions
• Road or transport conditions
• Government restrictions
• National park regulations
• Wildlife or conservation requirements
• Permit availability
• Accommodation availability
• Security or safety considerations
• Natural events
• Operational changes by third-party suppliers

Where reasonably possible, Travel Miles will communicate significant changes to customers and seek an appropriate alternative.

10 Cancellation & Refunds

Cancellation and refund conditions may vary depending on the tour, supplier, permit, accommodation, transport arrangement and booking conditions.

Where specific cancellation terms have been provided in a quotation, invoice or booking confirmation, those terms will apply to the relevant booking.

Some services, including permits, accommodation and third-party services, may be non-refundable or subject to cancellation fees.

Customers should review the cancellation conditions provided with their booking before making payment.

Any refund due will be handled according to the applicable booking conditions and the policies of relevant suppliers.

11 Travel Insurance

Travel Miles strongly recommends that customers obtain appropriate travel insurance before travelling.

Travel insurance may provide protection for circumstances such as trip cancellation, medical expenses, baggage loss, travel interruption or other unforeseen events.

Customers are responsible for selecting insurance appropriate to their circumstances and destination.

Travel Miles is not an insurance provider and does not guarantee coverage under any insurance policy.

12 Force Majeure

Travel Miles shall not be responsible for delays, cancellations, losses or additional costs caused by circumstances beyond our reasonable control.

Such circumstances may include natural disasters, severe weather, epidemics or pandemics, government restrictions, political or civil disturbances, road closures, strikes, transportation failures, changes in park regulations, security events, acts of God or other extraordinary circumstances.

Where such circumstances occur, Travel Miles will make reasonable efforts to assist customers and identify practical alternatives.

13 Website Availability

We aim to keep our website available and functioning properly.

However, we do not guarantee that the website will always be available, uninterrupted, error-free or free from technical problems.

We may temporarily suspend or modify the website for maintenance, security, upgrades or other operational reasons.

14 Intellectual Property

Unless otherwise stated, the content published on the Travel Miles website, including text, logos, graphics, photographs, designs, branding, videos and other materials, belongs to Travel Miles or is used with appropriate permission.

You may not reproduce, copy, modify, distribute, sell, publish or commercially exploit Travel Miles website content without prior written permission, except where permitted by applicable law.

15 Customer-Submitted Content

If you voluntarily submit photographs, reviews, testimonials or other content to Travel Miles for publication or promotional purposes, you confirm that you have the necessary rights or permission to provide that material.

Where appropriate, Travel Miles may request your permission before using customer photographs or testimonials for marketing purposes.

16 Prohibited Use

You agree not to use the Travel Miles website:

• For unlawful purposes
• To submit false or misleading information
• To attempt unauthorized access to the website or its systems
• To introduce malicious software or harmful code
• To interfere with website operation
• To copy or exploit website content without authorization
• To use the website in a manner that could damage Travel Miles or its customers

17 External Links

The website may contain links to external websites operated by third parties.

These links may be provided for convenience or additional information.

Travel Miles does not control and is not responsible for the content, availability, security or terms of external websites.

18 Limitation of Liability

Travel Miles will take reasonable care in arranging the services requested by customers.

However, to the extent permitted by applicable law, Travel Miles shall not be responsible for losses arising from circumstances outside its reasonable control or from the acts, omissions, failures or changes of independent third-party suppliers.

Nothing in these Terms and Conditions is intended to exclude or restrict any liability that cannot lawfully be excluded or restricted under applicable law.

19 Customer Conduct

Customers are expected to behave respectfully toward Travel Miles staff, guides, drivers, accommodation providers, local communities, wildlife, cultural sites and other travelers.

Travel Miles may refuse or terminate participation in an activity where a customer's conduct creates a serious safety risk, violates applicable law, damages property, threatens another person or materially disrupts the experience of others.

20 Privacy

Personal information provided to Travel Miles is handled in accordance with our Privacy Policy .

Please read our Privacy Policy for information about how personal information is collected, used, stored and protected.

21 Governing Law

These Terms and Conditions shall be interpreted in accordance with the applicable laws of the Republic of Rwanda, unless mandatory applicable law requires otherwise.

Any dispute arising in connection with Travel Miles services should first be addressed directly with Travel Miles in an effort to reach an amicable resolution.

Where a dispute cannot be resolved amicably, it may be referred to the appropriate competent authority or court in accordance with applicable law.

22 Changes to These Terms

Travel Miles may update these Terms and Conditions from time to time.

Updated Terms and Conditions will be published on the website with a revised "Last Updated" date.

Your continued use of the website following publication of updated terms constitutes use under the updated Terms and Conditions.

23 Contact Travel Miles

For questions regarding these Terms and Conditions, bookings or Travel Miles services, please contact us.