Our terms and conditions

Booking a holiday with Encompass Africa

FAQs Booking your holiday, payments, terms and conditions

  • What are the steps to book a holiday with Encompass Africa?

    Once you’re happy with your itinerary, simply let us know you’re ready to book and which option you’d like to proceed with. We’ll then need the full name and email address of every adult travelling so we can send each of them a booking form. Children under 18 can be included on a parent or guardian’s form.

    To confirm your holiday we need three things:

    • completed booking forms for all adults
    • your deposit payment
    • a copy of the photo page of every traveller’s passport

    As soon as we have all three, we confirm your arrangements with our partners on the ground.

  • Why do you need a copy of my passport?

    Camps, airlines and national parks require passport details to confirm bookings, issue flight tickets and secure permits. Please make sure the name on your booking form matches your passport exactly

  • How long does my passport need to be valid?

    Most African countries require your passport to be valid for at least six months after you return home, with blank pages for entry stamps and visas. Please check this before booking, as a passport renewal close to departure can be stressful and costly.

  • I haven't organised travel insurance yet. Can I still book?

    Yes. Just write “TBA” on the booking form. We do strongly recommend arranging insurance as soon as you’ve paid your deposit, so you’re covered if illness or another unforeseen event means you need to cancel or change your plans.

  • What are your payment terms?

    To secure your holiday, your deposit includes:

    • 30% of your land arrangements
    • 100% of any regional flights
    • 100% of any gorilla or trekking permits, which must be paid upfront to secure them

    Your final balance, covering the remaining 70% of your land arrangements plus any extras, is due 90 days before departure.

  • Can I add extras or make changes after booking?

    Of course. We recommend adding anything you’re considering before your final balance is paid. Changes made after final payment incur an admin fee of $100 per change, which covers the time involved in reconfirming arrangements with our partners in Africa, plus of course the actual cost of the extra arrangements. 

  • How do I pay?

    You can pay by credit card (Visa, Mastercard or American Express) or by electronic funds transfer. Our bank details are listed at the bottom of your holiday invoice.

    We hold both an Australian and a US client account, so if your holiday is priced in US dollars, you can choose to pay directly in US dollars. This option applies only to arrangements charged in US dollars, and if you choose it, both your deposit and final balance must be paid in US dollars.

  • Why do you charge in US dollars, euros and rand?

    Our partners across Africa operate in the dominant currencies of their economies, which are US dollars, euros and South African rand. They charge us in these currencies, so we show you the true cost in the same way.

  • Why isn't my price fixed in Australian dollars?

    Any Australian dollar figure we give you is indicative only. The actual amount is based on the bank’s “buy” rate on the day you pay your deposit and again on the day you pay your final balance. Exchange rates move constantly, so we can’t guarantee a fixed AUD price.

    A tip: keep an eye on the exchange rate. If the Australian dollar is strong, you’re welcome to pay your final balance early to take advantage of a better rate.

  • How do I cancel my booking?

    We need your decision in writing, using our signed Cancellation Notification Form. A separate letter isn’t required. Your cancellation takes effect from the date and time we receive the signed form, and only then can we begin cancelling your arrangements and flights with our partners. We’ll keep you updated at each stage and send you an itemised cancellation statement once everything is finalised.

  • Is my deposit refundable?

    Your deposit is sent to our partners in Africa to confirm your arrangements, including, not limited to, accommodation, park fees, flights, permits, and transfers; therefore the deposit is non-refundable. This is one of the main reasons we recommend securing travel insurance as soon as you’ve paid your deposit.

  • What fees apply if I cancel?

    Cancellation charges are set out in full in our booking terms and conditions. In summary, they include:

    • any amounts paid or committed to suppliers (such as airlines, camps and ground operators) that can’t be recovered
    • a fee of 20% of the booking value for the work carried out on your holiday and associated overheads
    • a processing fee of the greater of $350 or 5% of the booking value

    Cancellation charges will never exceed what you’ve paid us. If there’s money left over after these charges, we’ll refund it to you. Any refund of supplier payments can only be made once we’ve actually recovered those funds from the supplier.

  • How long do refunds take?

    It depends on the supplier. Some respond quickly, while airlines can take several weeks, depending on their fare rules. We’ll let you know what’s been confirmed and what’s still outstanding, so you’re never left wondering.

  • Can I move my booking to a different date instead of cancelling?

    For tailor-made holidays, please talk to us and we’ll see what’s possible with our partners. For group departures, moving to a different date is treated as a cancellation of your original booking.

  • What happens if I'm unwell and can't travel?

    If illness, or not meeting a test or vaccination requirement, prevents you from starting or continuing your trip, we’re unable to refund the cost, as payments to suppliers and the work on your holiday will already have been made. If you’re already travelling, we’ll help you arrange alternative plans at your cost. Travel insurance is the best protection here.

  • What happens if something beyond anyone's control affects my trip?

    Events like natural disasters, severe weather, unrest, pandemics or border closures are known as force majeure. If we decide your trip can’t go ahead safely or lawfully, we’ll either reschedule (if you agree) or cancel. If we cancel, we’ll offer you a credit for payments received, valid for 24 months, or a refund less unrecoverable supplier costs, overheads and fair compensation for our work. Credits depend on our suppliers issuing credits to us.

  • Will you help with my travel insurance claim?

    Yes. We’ll provide the documents your insurer usually needs, including your signed booking form and terms, invoice and receipts, itinerary and an itemised cancellation statement. We can’t advise on what your policy covers or how your insurer will decide, but we’re happy to supply further factual information if your insurer asks. Please note there is a fee of $100 each time documentation is requested to cover our time.