Design My Trip

Terms & Condition

You book a safari. We deliver it as described. You pay the agreed price. We both act reasonably if things go wrong.


Everything below explains the legal details, but here’s what actually matters:

  • Prices are final once you’ve paid your deposit (unless you change your itinerary)
  • Deposits are non-refundable because we pay suppliers immediately to secure your dates
  • Travel insurance is mandatory—we won’t let you travel without it
  • Tanzania’s weather, wildlife, and infrastructure are unpredictable—we manage this, but we can’t control it
  • If you cancel, you lose money (how much depends on timing)
  • If we cancel, you get a full refund (this almost never happens)


Read the full terms before booking. By paying your deposit, you’re legally agreeing to everything below.

1. Who We Are & What These Terms Cover

Raw Nature is a registered tour operator in Tanzania, operating safaris, mountain treks, and adventure travel experiences throughout East Africa.

Registered Business Details:

  • Business Name: Raw Nature
  • Registration Number: [Your Tanzania business registration number]
  • Physical Address: [Your Arusha office address]
  • Email: info@rawnature.com
  • Phone: +255 671 337 170


What These Terms Apply To:

  • All safaris, mountain climbs, and travel services booked through Raw Nature
  • All communications, quotes, and agreements between you and Raw Nature
  • Use of our website (rawnature.com)


What These Terms DON’T Apply To:

  • Services booked directly with accommodation providers, airlines, or other third parties (their own terms apply)
  • Travel insurance policies (governed by your insurance provider’s terms)

 

The Legal Part: These terms constitute a binding contract between you (the client) and Raw Nature (the operator). By paying your deposit, you confirm you’ve read, understood, and agree to these terms.

2. Booking Process (How This Actually Works)

 

Step 1: Inquiry & Quote

You contact us with your travel dates, interests, and budget. We provide a customized quote including:

  • Detailed itinerary
  • Accommodation options
  • Included/excluded services
  • Total price breakdown
  • Payment schedule

Quote validity: 14 days from issue date. Prices may change after this due to accommodation availability, permit costs, or currency fluctuations.

No obligation: Receiving a quote doesn’t obligate you to book. It’s free, no strings attached.

 

Step 2: Booking Confirmation

To confirm your booking, you must:

  1. Return the signed booking form (emailed to you)
  2. Pay the deposit (30% of total trip cost, minimum $500)
  3. Provide passport copies for all travelers
  4. Provide proof of travel insurance

Deposit payment methods: Bank transfer, credit card (Stripe/PayPal), or mobile money (M-Pesa for Tanzania residents)

When your booking is confirmed: When we receive your deposit AND signed booking form. We then immediately pay suppliers (accommodation, permits, guide retainers) to secure your dates.

This is the point of no return for your deposit. Once we’ve paid suppliers, your deposit becomes non-refundable (see Section 6).

 

Step 3: Final Payment

Due date: 60 days before your safari start date
What happens if you don’t pay: Your booking is automatically cancelled, you forfeit your deposit, and you owe cancellation fees (see Section 6)

Payment confirmation: We send written confirmation within 48 hours of receiving final payment. If you don’t receive this, contact us immediately.

 

Step 4: Pre-Departure

30 days before: You receive detailed pre-departure information (packing lists, health advice, emergency contacts)
14 days before: Final itinerary confirmation with accommodation details, guide information, meeting points
48 hours before: Final check-in via email or WhatsApp to confirm arrival details

3. Pricing & What’s Actually Included

 

What Your Safari Price INCLUDES:

✓ All accommodation as specified in your itinerary (hotels, lodges, tented camps, mountain huts)
✓ All meals as specified (typically full board on safari: breakfast, lunch, dinner)
✓ Private 4×4 safari vehicle with pop-up roof (unless group safari specified)
✓ Professional English-speaking driver-guide (naturalist-trained, 10+ years experience)
✓ All national park entry fees (Serengeti, Ngorongoro, Tarangire, Arusha, etc.)
✓ Government taxes and VAT
✓ Unlimited bottled water during game drives (we use refillable systems, not single-use plastic)
✓ Flying Doctor emergency evacuation insurance (standard coverage)
✓ Airport transfers on arrival/departure days
✓ Mountain climbing permits (Kilimanjaro, Meru)
✓ Mountain guide, armed ranger (where required), porters, cook
✓ Mountain hut/camping fees
✓ All equipment for mountain climbs except personal gear (tents, sleeping mats, cooking equipment)

 

What Your Safari Price DOES NOT Include:

✗ International flights to/from Tanzania
✗ Tanzania visa fees ($50-100 USD depending on nationality, paid on arrival or online)
✗ Travel insurance (mandatory—see Section 5)
✗ Personal climbing gear (sleeping bags, hiking boots, clothing)—though we can arrange rentals
✗ Alcoholic beverages (unless specifically included in luxury lodge packages)
✗ Tips/gratuities for guides, porters, hotel staff (see Section 4 for guidelines)
✗ Personal expenses (souvenirs, laundry, phone calls)
✗ Optional activities not specified in itinerary (hot air balloon safari, cultural visits, spa treatments)
✗ Meals in Arusha/Moshi on arrival/departure days (unless specified)
✗ Medical expenses or vaccinations
✗ Additional accommodation due to flight delays or early arrivals

The pricing trap other operators use: Some quote artificially low prices, then add “mandatory supplements” for park fees, guide salaries, or fuel. Our quote is the actual price you pay (excluding optional extras you choose to add).

 

Price Changes After Booking

We can change your price ONLY if:

  1. You request itinerary changes (different accommodation, extended dates, added activities)—we’ll quote new pricing before you commit
  2. Government increases park fees or taxes (Tanzania occasionally raises park entry fees with 30-60 days notice)—we absorb increases up to 5%, you pay anything above that
  3. Currency fluctuations exceed 10% (if USD/TZS exchange rate moves more than 10% between booking and travel)—applies to bookings made 6+ months in advance

 

We will NOT change prices due to:

  • Our own cost increases (fuel, vehicle maintenance, staff wages)
  • Accommodation price increases (we lock rates when you book)
  • General inflation

Notification: Any price change requires 30 days written notice and your written acceptance before proceeding.

4. Payment Terms (The Money Details)

 

Payment Schedule

Standard Payment Terms:

  • 30% deposit: Due at booking to confirm reservation
  • 70% final payment: Due 60 days before safari start date

Alternative Payment Plans (Available for bookings made 6+ months in advance):

  • 25% at booking (to confirm)
  • 25% at 120 days before departure
  • 50% at 60 days before departure

Request alternative payment plan in writing when booking.

 

Late Payment Consequences

Final payment not received by due date (60 days before departure):

  • Day 1-7 late: $50 USD late payment fee
  • Day 8-14 late: $100 USD late payment fee + we may release accommodation bookings
  • Day 15+ late: Automatic cancellation, you forfeit all payments, full cancellation fees apply

The harsh reality: Once we’re inside 60 days, accommodation and permits are typically non-refundable to us. If you don’t pay and we cancel, we still owe our suppliers, so you owe us.

 

Payment Methods

International Clients:

  • Bank transfer: Preferred method (you pay bank fees)
  • Credit/debit card: Via Stripe (we pay 3.5% processing fee, included in quote)
  • PayPal: Available (fees included in quote)

 

Tanzania Residents:

  • M-Pesa: Available for TZS payments
  • Bank transfer: CRDB Bank or NMB Bank

 

We do NOT accept:

  • Cash payments over $1,000 USD (Tanzania anti-money-laundering regulations)
  • Cryptocurrency
  • Personal checks
  • Payment plans extending past 60 days before departure

 

Currency & Exchange Rates

All prices quoted in: USD (United States Dollars)
Payment accepted in: USD, EUR, GBP, or TZS (at prevailing exchange rates)

Exchange rate used: Mid-market rate on day of payment (xe.com or oanda.com)
No surprises: We confirm exchange rate before processing payment if paying in non-USD currency

 

Receipts & Invoices

You receive:

  • Invoice within 24 hours of confirming booking
  • Payment receipt within 48 hours of each payment
  • Final invoice 14 days before departure showing all payments received

Keep these. You’ll need them for insurance claims if you need to cancel.

5. Travel Insurance (Non-Negotiable Requirement)

 

Mandatory Coverage

You MUST have travel insurance covering minimum:

  • Medical expenses: $100,000 USD minimum
  • Emergency evacuation: $250,000 USD minimum (critical for mountain climbs and remote safari areas)
  • Trip cancellation: Full cost of your safari
  • Trip interruption: Full cost of your safari
  • Lost/stolen baggage: $2,000 USD minimum

Mountain climbs (Kilimanjaro, Meru) require additional:

  • Coverage for high-altitude trekking (check your policy—many exclude activities above 4,000m)
  • Helicopter evacuation coverage (ground ambulance won’t reach you at 4,500m)

 

Proof Required

Before final payment (60 days before departure), you must provide:

  • Copy of insurance policy document
  • Emergency contact number for insurance provider
  • Policy number

We verify: Coverage amounts, policy dates match your travel dates, activities are covered (safari/mountain climbing)

If you don’t provide proof: We cannot allow you to travel. This isn’t negotiable—it protects both you and us.

 

Why This Matters (Real Examples)

Scenario 1: Client breaks ankle on Day 2 of 10-day safari. Without insurance: $25,000 USD helicopter evacuation to Nairobi + $15,000 USD hospital treatment = client’s problem.

Scenario 2: Client develops severe altitude sickness at 4,200m on Kilimanjaro. Without evacuation insurance: Guide carries you down 6+ hours on stretcher (dangerous) or helicopter evacuation you can’t afford = potential death.

Scenario 3: Client’s father dies 3 weeks before safari. Without cancellation insurance: Client loses $5,000 USD + we lose money on non-refundable bookings = everyone loses.

With proper insurance: All these situations are covered. You get emergency care and/or refunds. We get paid by insurance company.

 

Recommended Providers

We don’t earn commission from these—they’re simply providers our clients have used successfully:

International:

  • World Nomads (covers adventure activities)
  • IMG Global (comprehensive medical coverage)
  • Allianz Travel Insurance
  • Travel Guard

UK Residents:

  • True Traveller
  • Campbell Irvine (specialist adventure travel insurance)

US Residents:

  • GeoBlue (strong medical evacuation coverage)
  • Travelex Insurance

Important: Purchase insurance within 14 days of making your deposit to get full cancellation coverage including pre-existing conditions.

 

What Insurance Doesn’t Cover (Read Your Policy)

Most policies EXCLUDE:

  • Pre-existing medical conditions (unless declared and covered)
  • Recreational drug or excessive alcohol use
  • Extreme sports not declared (check if “safari” and “mountain trekking” need declaration)
  • War, terrorism, civil unrest (though some specialized policies cover this)
  • Changing your mind (not an insurable reason)

Don’t assume—read your actual policy document.

6. Cancellations & Refunds (The Expensive Part)

 

If YOU Cancel

Cancellation fees (percentage of total safari cost):

  • More than 90 days before departure: Deposit only (30% of total)
  • 89-60 days before departure: 50% of total safari cost
  • 59-30 days before departure: 75% of total safari cost
  • 29-14 days before departure: 90% of total safari cost
  • Less than 14 days or no-show: 100% of total safari cost (no refund)

 

Why these fees exist (the uncomfortable truth):

When you book, we immediately pay:

  • Accommodation deposits (typically 50-100% of room cost, non-refundable inside 60 days)
  • Park permit fees (100% payment upfront, non-refundable)
  • Guide retainer fees (to hold your dates)
  • Vehicle allocation costs

If you cancel, we’ve already paid suppliers who won’t refund us. Your cancellation fees cover our actual losses, not profit.

Mountain climbs are even stricter:

  • Kilimanjaro/Meru permits: 100% non-refundable once issued (TANAPA policy, not ours)
  • Mountain hut fees: Non-refundable inside 30 days
  • Guide/porter wages: Paid in advance, non-refundable

 

If WE Cancel

We may cancel your safari if:

  1. You fail to make final payment by due date
  2. You fail to provide required documents (passport copies, insurance proof)
  3. Minimum group size not met (applies to advertised group departures only—never applies to private safaris)
  4. Force majeure events (see Section 12)

 

What you receive if WE cancel (not due to your non-payment):

Option 1: Full refund of all payments within 14 days
Option 2: Credit toward future safari (120% of amount paid—essentially 20% bonus)
Option 3: Alternative dates with same itinerary (subject to availability)

 

What you DON’T receive:

  • Compensation for flights you’ve booked
  • Compensation for time off work
  • Compensation for disappointment

This is why travel insurance is mandatory. Insurance covers these consequential losses; we don’t.

 

Changing Your Dates (Not Quite a Cancellation)

More than 60 days before departure:

  • First change: $100 USD administrative fee + any difference in accommodation/permit costs
  • Second change: $200 USD administrative fee + any differences
  • Third change: Treated as cancellation, full cancellation fees apply

Less than 60 days before departure:

  • Date changes subject to availability (often impossible due to permit/accommodation constraints)
  • Treated as cancellation + new booking = you pay cancellation fees + full price for new dates

Reality check: Changing dates inside 90 days is extremely difficult in Tanzania high season (June-October, December-February). Accommodation and permits are fully booked months in advance.

 

Changing Your Itinerary (Adding/Removing Days or Activities)

More than 60 days before departure:

  • Generally possible
  • Price adjusted up or down based on changes
  • $50 USD administrative fee for significant changes

Less than 60 days before departure:

  • Adding days/activities: Usually possible (subject to availability), pay difference
  • Removing days/activities: Minimal or no refund (we’ve already paid suppliers)

During your safari:

  • Adding activities: Possible if available, pay full published rate
  • Removing activities: No refund (suppliers already paid)

 

No-Shows & Partial Completion

If you don’t show up for your safari: 100% forfeiture, zero refund

If you leave early by choice: No refund for unused days/services

If you leave early due to illness/emergency: Contact your travel insurance immediately—they may cover unused portions

If we cut your safari short due to our failure: Pro-rata refund for unused days + compensation for inconvenience

7. Your Responsibilities (What You Must Do)

 

Before Departure

✓ Valid passport: Minimum 6 months validity from your return date
✓ Appropriate visa: Obtain Tanzania tourist visa ($50-100 USD, available on arrival or online at https://eservices.immigration.go.tz)
✓ Required vaccinations: Yellow fever certificate (mandatory if arriving from endemic countries), other vaccinations recommended by your doctor
✓ Travel insurance: Proof provided to us 60 days before departure
✓ Accurate information: Medical conditions, dietary restrictions, emergency contacts—withholding information endangers your safety
✓ Physical fitness: Mountain climbs require genuine fitness (if unsure, consult your doctor before booking)
✓ Appropriate gear: Bring items on our packing lists (we provide lists 30 days before departure)

 

During Your Safari

✓ Follow guide instructions: Guides have final authority on safety matters (wildlife encounters, weather decisions, route changes)
✓ Respect wildlife: Maintain safe distances, no feeding animals, follow park regulations
✓ Respect local customs: Modest dress in villages, ask permission before photographing people, respect Maasai cultural sites
✓ Punctuality: Safari days start early (often 6:00-6:30am)—consistent lateness disrupts the group and wildlife viewing opportunities
✓ Care for equipment: You’re financially responsible for damage to provided equipment beyond normal wear
✓ Environmental responsibility: Pack out all trash, use provided refillable water bottles, follow “leave no trace” principles

 

What Happens If You Don’t

Passport/visa issues: If you’re denied entry to Tanzania due to invalid documents, you forfeit the entire safari cost (not our responsibility)

Medical issues you didn’t disclose: If you experience a medical emergency related to a condition you didn’t tell us about, insurance may not cover you + we may charge emergency response costs

Refusing to follow guide instructions: If you endanger yourself or others by ignoring safety instructions, your guide can terminate your safari immediately with no refund

Serious misconduct: Harassment of staff, damage to property, illegal activity (drug possession, etc.)—immediate safari termination, no refund, possible legal consequences

8. Our Responsibilities (What We Guarantee)

 

What We Promise

✓ Qualified guides: All guides have TANAPA licenses, minimum 5 years experience, naturalist training, first aid certification
✓ Safe vehicles: Regular maintenance, comprehensive insurance, equipped with spare tires, first aid kits, fire extinguishers
✓ Confirmed accommodation: All lodges/camps booked and confirmed before your arrival
✓ Accurate descriptions: Itinerary, accommodation, and activities as described in your booking confirmation
✓ Emergency support: 24/7 phone contact with Raw Nature management during your safari
✓ Flying Doctor coverage: Standard emergency evacuation insurance included in your safari price

 

What We DON’T Guarantee (And Can’t Control)

✗ Wildlife sightings: Animals are wild and unpredictable—we can’t guarantee you’ll see lions, leopards, elephants, or any specific animal
✗ Weather: Tanzania has wet and dry seasons, but weather is increasingly unpredictable—we can’t guarantee sunshine
✗ Road conditions: Tanzania’s infrastructure is developing—potholes, delays, and detours happen
✗ Accommodation standards: We choose quality properties, but standards vary from Western expectations—hot water may be inconsistent, Wi-Fi may not work, power outages occur
✗ Other guests’ behavior: At shared lodges/camps, we can’t control noise, rudeness, or behavior of guests from other tour companies
✗ Government policy changes: Park fees, permit requirements, and access rules can change with minimal notice (we adapt, but can’t prevent these changes)

 

If We Fail to Deliver

Minor issues (uncomfortable vehicle seat, meal not to your taste, Wi-Fi not working):

  • We’ll fix what we can, but no compensation owed

Significant issues (accommodation meaningfully below described standard, guide unqualified, major safety concern):

  • We fix it immediately OR
  • Provide comparable alternative OR
  • Partial refund for affected portion

Complete failure (we don’t show up, wrong dates, fraudulent booking):

  • Full refund + compensation for reasonable consequential losses (flight costs, hotel costs)
  • This has never happened in our 10+ years of operation, but the legal framework exists

 

How to Report Problems

During your safari: Contact us immediately via phone/WhatsApp—we can only fix problems we know about

After your safari: Email support@rawnature.com within 30 days with specific details, photos if relevant, and proposed resolution

We respond within 7 business days with investigation outcome and proposed solution.

9. Health, Safety & Medical Issues

 

Pre-Existing Medical Conditions

You must disclose:

  • Heart conditions, high blood pressure (critical for mountain climbs)
  • Respiratory conditions (asthma, COPD—altitude significantly impacts these)
  • Diabetes (managing blood sugar at altitude is challenging)
  • Recent surgeries (within 6 months)
  • Pregnancy (most doctors advise against travel above 2,500m when pregnant)
  • Mental health conditions (altitude and isolation can trigger episodes)
  • Any condition requiring regular medication

 

Why this matters: Altitude sickness at 4,500m can kill you in hours. Remote safari areas are 4-6 hours from hospitals. Your guide needs accurate information to keep you alive.

 

What we do with this information:

  • Assess whether the safari is medically appropriate for you (we may refuse bookings if risk is too high)
  • Brief your guide on any conditions requiring monitoring
  • Ensure appropriate medication/equipment is available
  • Coordinate with Flying Doctor service if needed

Confidentiality: Medical information is shared only with your assigned guide and emergency response team (never with other clients).

 

Vaccinations & Malaria Prevention

Legally required:

  • Yellow fever vaccination certificate (if arriving from yellow fever endemic country)

 

Strongly recommended by health authorities:

  • Hepatitis A & B
  • Typhoid
  • Tetanus/diphtheria
  • Routine vaccinations (MMR, etc.)

 

Malaria prevention:

  • Recommended for all northern circuit safaris (Serengeti, Tarangire, Manyara)
  • Less critical for mountain climbs (mosquitoes rare above 2,500m)
  • Consult your doctor 6-8 weeks before departure for appropriate prophylaxis

Our role: We provide health information based on Tanzania health authority and CDC guidance, but we are not medical professionals. Consult your doctor for personalized advice.

 

Altitude Sickness (Mountain Climbs)

Affects: 75% of people above 3,500m to some degree
Can be fatal: Yes, if severe and untreated

Symptoms:

  • Mild: Headache, nausea, fatigue, shortness of breath (normal, manageable)
  • Moderate: Severe headache, vomiting, confusion, difficulty walking (requires descent)
  • Severe: Fluid in lungs/brain, loss of consciousness (life-threatening emergency)

What we do:

  • Guides monitor all climbers for symptoms
  • Carry oxygen, pulse oximeters, emergency medications (Diamox, dexamethasone)
  • Enforce acclimatization schedules (we won’t rush climbs even if you want to)
  • Evacuate immediately if severe symptoms develop

What you must do:

  • Disclose any symptoms immediately (guides can’t help if they don’t know)
  • Follow guide’s advice on pace, hydration, rest
  • Accept evacuation if guide determines you must descend (refusing = you sign waiver releasing us from liability)

Cost of evacuation: Covered by Flying Doctor standard coverage (included) for ground evacuation. Helicopter evacuation ($5,000-15,000 USD) requires comprehensive travel insurance with high-altitude coverage.

 

Safari Safety

Wildlife risks:

  • All animals are wild and potentially dangerous
  • Follow guide instructions without exception
  • Never exit vehicle during game drives unless guide confirms it’s safe
  • Maintain minimum 25-meter distance from elephants, 100+ meters from lions on kill

Road safety:

  • Tanzania has high traffic accident rates
  • Our drivers are experienced, defensive, and follow strict safety protocols
  • Always wear seatbelts when vehicle is moving

Crime:

  • Tanzania is generally safe, but petty theft occurs in cities
  • Keep valuables secured in hotel safes
  • Don’t wear expensive jewelry in public
  • Be aware of surroundings in crowded areas (markets, bus stations)

What happens in emergencies:

  • Guide contacts Raw Nature management immediately
  • Flying Doctor service activated if medical evacuation needed
  • We coordinate with your insurance provider
  • We contact your emergency contact person
  • 24/7 support until situation is resolved

10. Tipping Guidelines (The Awkward But Important Conversation)

 

Tipping Is Customary But Not Mandatory

Tanzania safari industry operates on tip-based compensation. Guides and porters receive base wages, but tips constitute 30-50% of their income. This is industry standard across East Africa, not unique to Raw Nature.

 

Suggested Tipping Amounts (Per Client, Per Day)

Safari guide: $20-30 USD per day
Safari cook (if camping): $10-15 USD per day
Mountain guide (Kilimanjaro/Meru): $20-25 USD per day
Assistant mountain guide: $15-20 USD per day
Mountain cook: $12-15 USD per day
Porters (mountain): $8-10 USD per day per porter
Hotel/lodge staff: $5-10 USD per stay (given to reception for distribution)

These are guidelines, not requirements. Base tips on service quality, your budget, and your satisfaction.

 

How to Calculate Total Tips (Example)

7-day safari with private guide:

  • Guide: $25/day × 7 days = $175 USD
  • Total tipping budget: ~$175-200 USD

4-day Mount Meru climb (standard 3-person support crew):

  • Lead guide: $25/day × 4 days = $100
  • Assistant guide: $18/day × 4 days = $72
  • Cook: $15/day × 4 days = $60
  • Porter 1: $10/day × 4 days = $40
  • Porter 2: $10/day × 4 days = $40
  • Total tipping budget: ~$310-350 USD

 

Tipping Logistics

Currency: USD cash is strongly preferred (Tanzanian shillings acceptable but less useful for staff)
When to tip: Final day of service (end of safari, summit day for mountains)
How to tip: Directly to individuals in envelopes (we provide tip envelopes) or collective tip given to lead guide for distribution
Receipts: Tips are personal gifts, no receipts provided

 

Poor Service?

If service is genuinely poor (guide consistently late, unprofessional behavior, safety violations):

  1. Report to us immediately during your safari—we’ll address it
  2. Reduce or withhold tips as appropriate
  3. Provide written feedback after your safari

Don’t withhold tips for circumstances beyond guide’s control (bad weather, animal behavior, vehicle breakdown handled professionally).

 

Why We Don’t Include Tips in Safari Price

Transparency: You see exactly what you’re paying us vs. what goes directly to staff
Flexibility: You can adjust based on service quality and your budget
Fairness: Staff receive tips directly without company processing/taxation

Some operators include “service charges” in pricing—these often don’t reach guides fully. Our system ensures guides receive 100% of what you give.

11. Complaints & Dispute Resolution

 

During Your Safari (Immediate Issues)

Contact us immediately:

We can only fix problems we know about. Don’t wait until after your safari to tell us the vehicle was uncomfortable or the guide was unprofessional.

Response time: Within 2 hours for safety/emergency issues, within 12 hours for service quality issues

 

After Your Safari (Feedback & Complaints)

Submit detailed complaint within 30 days to support@rawnature.com including:

  • Your booking reference number
  • Specific issues with dates/times
  • Photos/evidence if relevant
  • Impact on your experience
  • Proposed resolution (refund, compensation, apology)

We respond within 7 business days with:

  • Acknowledgment of your complaint
  • Investigation findings (we’ll contact guides, accommodation providers, etc.)
  • Proposed resolution

Resolution options:

  • Partial refund for affected portion of safari
  • Credit toward future safari (with added value)
  • Formal apology
  • Combination of above

What we DON’T compensate:

  • Subjective dissatisfaction (“I didn’t like the lodge style”)
  • Issues beyond our control (weather, animal behavior, other guests)
  • Problems not reported to us during the safari
  • Complaints submitted more than 30 days after safari completion

 

If We Can’t Agree (Escalation Process)

Step 1—Management Review: If you’re unsatisfied with initial resolution, request review by Raw Nature owner/director (owner@rawnature.com)

Step 2—Mediation: If still unresolved, we both agree to mediation through Tanzania Tourism Board dispute resolution service (free, impartial, typically resolves in 30-60 days)

Step 3—Legal Action: As a last resort, disputes are subject to Tanzanian law and jurisdiction of Arusha courts

Reality check: In 10+ years of operation, we’ve never reached Step 3. Most issues are resolved at Step 1 through reasonable discussion.

 

Online Reviews & Social Media

You’re free to post honest reviews on TripAdvisor, Google, Facebook, etc. We don’t restrict or threaten legal action for honest feedback.

We ask:

  • Contact us first before posting negative reviews (give us a chance to make it right)
  • Be factual and fair (distinguish between our service failures vs. uncontrollable factors)
  • Consider updating reviews if we successfully resolve your complaint

We reserve the right to respond publicly to reviews with factual corrections if your review contains inaccuracies.

12. Force Majeure (When Nobody’s in Control)

 

What Is Force Majeure?

Events beyond anyone’s reasonable control that make it impossible or illegal to deliver your safari:

  • Natural disasters: Earthquakes, floods, volcanic eruptions, severe storms
  • Political events: War, terrorism, civil unrest, government travel bans
  • Health emergencies: Pandemics, disease outbreaks, quarantine requirements
  • Infrastructure failure: Airport closures, road collapses, extended power outages affecting entire regions
  • Government actions: Sudden park closures, permit revocations, border closures

 

What Force Majeure Is NOT

  • Bad weather within normal seasonal patterns (rain in wet season isn’t force majeure)
  • Single-day park closures for maintenance (we reroute your itinerary)
  • Our vehicle breaking down (we provide replacement)
  • Guide illness (we provide substitute)
  • Accommodation closing (we provide comparable alternative)

 

What Happens in Force Majeure Events

Before your departure:

If Raw Nature cancels due to force majeure:

  • You receive full refund of all payments, OR
  • Credit for future travel (125% of amount paid, essentially 25% bonus)
  • We are not liable for your flight costs, time off work, or other consequential losses (this is why you have travel insurance)

If you cancel due to force majeure:

  • Standard cancellation fees apply (see Section 6)
  • Your travel insurance should cover this, force majeure is exactly what trip cancellation insurance exists for

During your safari:

If force majeure event occurs mid-safari:

  • We evacuate you to safety immediately
  • You receive pro-rata refund for unused days
  • We assist with alternative travel arrangements to get you home
  • We’re not liable for additional accommodation/flight costs (insurance covers this)

 

Recent Force Majeure Example (COVID-19)

During 2020-2021 border closures:

  • All clients received full refunds OR credit with 25% bonus
  • No cancellation fees charged (even for bookings made years in advance)
  • Credits remained valid for 3 years with flexible rebooking

We treated clients fairly despite massive financial losses to our company. That’s the kind of operator we are.

 

Your Insurance Should Cover

  • Trip cancellation due to force majeure events
  • Trip interruption (cutting safari short due to emergency)
  • Additional accommodation/flights if stranded
  • Medical evacuation during emergencies

This is the second reason (after medical coverage) why insurance is mandatory.

13. Limitation of Liability (Legal Protection for Both Sides)

 

What We’re Liable For

We accept full liability for:

  • Negligence by our staff that directly causes injury or loss (e.g., guide driving recklessly and causing accident)
  • Failure to deliver services as described due to our error or oversight
  • Loss/damage to your property while in our direct care (e.g., luggage in our vehicle)

 

Maximum liability capped at 200% of your safari price (e.g., if you paid $5,000, maximum claim is $10,000) EXCEPT for death or serious injury where no cap applies.

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