Booking terms & conditions
It is important that you read and understand Encompass Africa’s booking terms & conditions before making a booking. Upon confirmation of your desire to book, the full terms and conditions are sent through to you by your specialist along with booking forms and deposit invoice. If you do not receive all documentation at time of booking it is important to notify your specialist so it can be rectified.
The following terms and conditions is an excerpt only to highlight the components guests often query about.
The price quoted for your holiday is subject to change until your deposit is made to book and secure it. Please note the quote is valid for a specified period of time only as it’s bound by currency rates and fluctuations.
A non-refundable deposit of 30% of the quoted land arrangements price and 100% of airfare price per person is required to secure your Encompass Africa holiday together with a completed booking form.
Please note your arrangements are not confirmed until the above are received and price is subject to vary. In the event the booking is made within 60 days of departure, 100% of the price is payable immediately. Due to certain circumstances beyond the control of Encompass Africa, additional supplier deposits for example Gorilla permits, are payable in full and are non-refundable.
The final balance payment is due 60 days prior to departure. Failure to pay the final balance by the due date may result in forfeit of deposit and cancellation of holiday arrangements.
Guests are able to pay by direct transfer into an Australian or American bank account (if you are paying for the entire trip in USD) or by credit card. Please note we accept Visa, Mastercard, and American Express. All credit card payments incur a non-negotiable merchant fee that is charged as follows:
American Express 1.8%
You can pay using our secure online Customer Payment Link. Simply enter this link into your browser http://pay.travelpay.com.au/ENCOMPASS
You will then need to complete all fields in the form and ensure you enter the correct client reference number being your invoice number starting with W. This enables us to identify your payment. Please note ‘travelpay’ will appear on your credit card statement.
A fee of $100 or more per person per change plus any further cost Encompass Africa incurs will be charged for each revision, alteration or change made to a reservation on each occasion after the booking is confirmed. Costs and charges may increase the closer to the departure date that changes are made, so you should contact Encompass Africa as soon as possible. Amendments will be made at our discretion and may not always be possible.
Documentation and taxes
It is your responsibility to ensure that all passports, visas, travel permits, health certificates and other documentation required for the travel are obtained and in order. You must also pay all required taxes, including Australian departure tax and ticket levies, which are payable in relation to the holiday.
Changes while travelling
Encompass Africa is under no obligation to assist or comply with any request to alter the booking after departure and that any difficulties, fees, levies or charges incurred by the client shall be at the client’s own expense in addition to the aforementioned amendment fee.
Should you wish to cancel, you must provide written notice with the lead traveller signature and consent from all travellers within the group/booking. Please refer to our cancellation policy.
Cancellation is subject to the following fees dependent on when written notice of cancellation is received by Encompass Africa.
61 days or more before travel: 30% deposit
60 days or less before travel: 100% of the price payable
You acknowledge and agree that, if Encompass Africa incurs any fee, levy or charge greater than the cancellation fee as a result of any policy of any supplier because of your request to cancel the booking, you will indemnify Encompass Africa for that amount. If your cancellation falls within the provisions of your travel insurance policy you may be able to make a claim which must be made direct to your insurance company.
Encompass Africa is not responsible for submitting or completing documentation for any traveller’s insurance claim/s.
Airline schedule changes, delays, cancellations
Encompass Africa is not responsible for any schedule changes, delays, and cancellations imposed by airlines. Whilst we will do our best to reschedule your touring and accommodation, Encompass Africa is not responsible for any additional costs nor services missed as a result of an airline-imposed schedule change.
Encompass Africa endeavours to have all of your arrangements running smoothly. Occasionally, problems can occur while you are away, in which case it is essential and most practical to try and resolve it locally with the provider of the service. We provide all contact information of providers and have a 24/7 Guests in Africa service to assist. If you are unhappy with your accommodation please inform duty managers so the situation can be rectified on the spot. If you make no attempt to address the issue as it arises, any claim to compensation, if any may be reduced or denied.
If you have an unresolved complaint this should be put to Encompass Africa in writing detailing the issue and the efforts that were made with the local operator to resolve the issue. Please send this and any supporting documentation within 30 days of the date of the service by email. No claim made after this period will be considered.
You are also obligated to:
Follow the directions of the tour guides at all times to ensure your safety;
Ensure that your passport is valid and does not expire within 6 months from after the last travel date;
Obtain comprehensive travel insurance at the time of booking;
Obtain visas, travel permits, health certificates and other documentation required for the travel or tour;
Behave in a manner that is acceptable and not offensive to other passengers and crew. You may be excluded from the tour at the discretion of us or the service provider;
Comply with the reasonable instructions while on tour;
Not interfere with fellow passengers’ enjoyment of the tour;
Be respectful to fellow passengers, crew and locals;
Not engage in illegal or undesirable behaviour that is dangerous to yourself and others;
Consult your doctor or travel medical specialists in your home state before travel regarding any inoculations, medications and other health precautions that should be taken in relation to travel within the regions comprising your tour;
and Abide by the laws regardless of what country you are in. If you do not comply with the above we can withdraw you from the tour and at your own expense you must make other arrangements and we are not liable for any loss, cost or damage you may suffer or incur.
Travel and accommodation
Encompass Africa is not itself a service provider, carrier or hotelier nor do we own aircraft, hotels or transfer vehicles. The flights, transfers and other travel and hotel accommodation comprised in your holiday are provided by reputable service providers, carriers and hoteliers on their own conditions. It is important to note therefore that all bookings are subject to the terms and conditions and limitations imposed by the individual service provider, airlines, transfer operators, hoteliers and other service providers (including but not limited to shipping, rail, car hire, and restaurant service providers) who provide services in relation to your tour. Some of these terms and conditions may permit the service provider to cancel, delay, divert or substitute services at their discretion, and may limit or exclude liability in respect of death, personal injury, delay, and loss or damage to baggage. It is your responsibility to be aware of and comply with the terms and conditions of each service provider.
You are required to have adequate insurance cover for the duration of your travel. Encompass Africa cannot in any way be made liable for any additional cost incurred by you on any tour or travel itinerary.
You are required to familiarise yourself with any health requirements specific to the countries you will be visiting. Any pre-existing health conditions must be discussed with your doctor who can confirm your suitability to Africa travel.
If you or any member of your party has any medical conditions, dietary requirement/food allergy, or disability, which may affect you while travelling, you must provide Encompass Africa with this detail in the booking form due at the time of confirmation. You must also promptly advise us if there are any changes to your health that may affect your holiday after your booking has been confirmed.
Encompass Africa will not be liable to refund any part of the price of the travel paid by you, or on your behalf, which you have not used due to medical reasons. You will be responsible for making alternative arrangements to accommodate any medical or dietary condition. The information provided does not, under any circumstances, make Encompass Africa liable if your condition exacerbates or affects your ability to participate in any portion of the travel.
Your medical and dietary information is collected so that we may process your booking. Your medical and dietary information will be provided to our suppliers and partners overseas for the sole purpose of endeavouring to accommodate your requirements and condition where possible.
We recommend that you review the information provided by the Australian Department of Foreign Affairs and Trade prior to making your booking for the latest information.
We strongly recommend that you familiarise yourself with the latest Government Consular advice and information. https://www.smartraveller.gov.au/
Any questions please do contact Encompass Africa and chat with one of the team on 1300 988 378.