From request to confirmed plan
Your booking
1. Booking requests & confirmation
A booking request does not automatically guarantee availability. Your booking is confirmed when Zanzania Tours accepts it, the required payment or deposit has been received, and written confirmation is sent.
2. Deposits & remaining balances
The applicable payment schedule is stated in the quotation, invoice, booking page or payment instructions. Any remaining balance must be paid by the date confirmed for your booking.
3. When we begin arranging your booking
For advance or custom bookings, you may be able to choose when significant non-refundable commitments begin. We will explain this before committing funds to accommodation, transport, permits or other suppliers.
What is recoverable, and when
Cancellations & refunds
4. Before supplier commitments
If you cancel before significant non-refundable commitments begin, we aim to return the highest reasonable amount, less any payment or transfer costs that cannot be recovered.
5. After your authorization
Once you have authorized us to proceed, genuine non-refundable supplier costs may be deducted. We will explain the affected services and the remaining refundable amount.
6. Refund timing & payment method
Approved refunds are returned through the agreed available method. Processing time can depend on banks, payment providers and the recovery of funds already paid to suppliers.
When plans need to move
Changes & partners
7. Changes requested by you
We will try to accommodate date, route or participant changes. Additional supplier costs or price differences will be communicated before the change is confirmed.
8. Changes or cancellation by Zanzania Tours
If an agreed service cannot operate, our team first looks for a suitable new date or comparable alternative. If neither is reasonable, the applicable refund terms are used.
9. Third-party suppliers
Hotels, parks, transport providers, boat operators and other partners may have their own non-refundable terms. These are passed on only when they genuinely apply to your booking.
Safe, prepared and informed
Safety & responsibility
10. Weather, safety & local conditions
Safety takes priority over the planned schedule. Routes, departure times or activities may change when weather, sea conditions, park rules or local circumstances require it.
11. Traveller responsibilities
Travellers are responsible for accurate booking information, punctual arrival, suitable conduct and following reasonable safety instructions from guides, drivers, skippers and partners.
12. Travel documents, health & insurance
Passports, visas, vaccinations, health requirements and appropriate travel insurance remain the traveller's responsibility unless a written booking confirmation states otherwise.
13. Delays, no-shows & missed services
Please contact our team as early as possible if you expect a delay. Missed services caused by late arrival or a no-show may not be refundable when the reserved capacity cannot be recovered.
14. Events outside reasonable control
Extraordinary events can make performance impossible or unsafe. We will communicate available alternatives and handle recoverable and non-recoverable costs as transparently as possible.
One team, easy to reach
Questions & policy details
15. Questions & complaints
Please raise concerns promptly so the Zanzania Tours team has a fair opportunity to help during the trip. Booking-specific questions can be sent through the same WhatsApp contact used for confirmation.
16. Policy version & booking-specific terms
The terms confirmed for an individual booking take priority where they are more specific. The downloadable PDF remains available as the reference version of this general policy.