Congratulations on booking a safari holiday with the Zambia Luxury Lodge Collection.
You can have peace of mind that by booking with us, you are helping to preserve the wonders of the Zambian wilderness for future generations.
The Zambia Luxury Lodge Collection (“ZLLC”, “we”, “us”, “our”) is a collection of luxury safari lodges in Zambia comprising Chichele Presidential, Puku Ridge, Lolebezi AND Lolelunga Private Reserve, (each a “Lodge” and collectively the “Lodges”), each operated by its respective owning and/or operating entity as detailed on your final invoice.
These Terms & Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with the respective invoicing entity (“we”, “us”, “our”) as detailed above. Please read them carefully as they set out the Parties' respective rights and obligations.
In these Terms & Conditions, references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking agrees on behalf of, and warrants that he/she has the authority to represent, all persons detailed in the itinerary that:
1.1. he/she has read these Standard Terms & Conditions, understands them, and agrees to be bound by them.
1.2. he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised, on behalf of all persons named on the booking, to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions, disabilities, and dietary requirements).
1.3. he/she is over 18 years of age and, where placing an order for services with age restrictions, declares that he/she and all members of the party are of the appropriate age to purchase those services.
1.4. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed in the itinerary.
2. General
2.1. Final itineraries will reflect the following where applicable:
2.1.1. Accommodation.
2.1.2. Meals and/or beverages included, where and if applicable.
2.1.3. Travel, which includes road, water, or air transfers.
2.1.4. Laundry (limited).
2.1.5. Activities.
2.2. What is not included: Any items and matters not referred to in your itinerary are not included in the invoiced price. This can include, but is not limited to:
2.2.1. Visa fees.
2.2.2. International and/or regional flights.
2.2.3. Travel insurance.
2.2.4. Items of a personal nature.
2.2.5. Staff gratuities (paid to a staff representative directly in cash only).
2.3. Itineraries may be subject to change at any time due to unforeseen circumstances beyond the control of ZLLC. This includes travel, accommodation and/or activities. ZLLC endeavours to minimise changes to any booking.
2.4. ZLLC reserves the right to make alterations to or withdraw any service deemed necessary, and to pass onto the guest any additional expenditure or losses caused by delays or events beyond the control of ZLLC. In the event of such unforeseen circumstances, ZLLC reserves the right to adjust the cost of the itinerary as necessary.
2.5. A Commitment Fee of 20% of the total booking value is required in order to confirm your booking. This fee is not refundable as it covers the services in planning, coordinating and managing your booking. Included in the Commitment Fee is your Conservation Contribution as set out in clause 2.6.
2.6. ZLLC is not responsible for any delays, cancellations, or disruptions on international or domestic flights booked by the Guests or their travel agents prior to the ZLLC itinerary. This includes the inability to satisfy immigration or customs requirements on arrival. In the event such delays, cancellations or disruptions impact the original scheduling of the ZLLC booking, any additional incurred costs or losses incurred by ZLLC as a result of such delay, cancellation or disruption will be charged to the guest. Guests are ultimately responsible for ensuring that connecting travel arrangements prior to starting the safari with ZLLC have been communicated to ZLLC accurately and timeously in order to avoid unnecessary inconvenience and additional costs.
2.8. Guests will be covered by ZLLC's medical emergency evacuation insurance cover. In the event it is deemed necessary for a Guest to be evacuated, it shall be the Guest's responsibility to ensure sufficient medical and travel insurance is available to cover in-hospital medical expenses and costs after being admitted to hospital. The decision to evacuate a guest remains the sole discretion of the responding medical team appointed by our insurer. Travel and medical costs requested and/or arranged by the guest but not approved by our insurer remain the sole responsibility of the guest.
3. Reservation Process
3.1. Quoted itineraries MORE than 60 days before date of travel:
3.1.1. We will endeavour to hold quoted itineraries supplied 60 days or more before date of travel on a Provisional status for a maximum of 14 days, after which ZLLC reserves the right to release the space.
3.1.2. If the quoted itinerary is accepted, a Commitment Fee, being 20% of the total itinerary value, must be paid within 14 days of acceptance date by the Client, notwithstanding Section 4 (Final Payment).
3.1.3. An itinerary is not confirmed until a Commitment Fee is paid. It is only upon payment of the Commitment Fee that the itinerary status changes from provisional to confirmed.
3.1.4. Should the Commitment Fee not be paid to ZLLC within the 14 days, the itinerary will expire and be released back into the system.
3.2. Quoted itineraries LESS than 60 days before date of travel:
3.2.1. We will endeavour to hold quoted itineraries supplied less than 60 days before date of travel on a provisional basis for a maximum of 7 days, after which we will release the space.
3.2.2. Once the quoted itinerary is accepted, the Guest must pay 100% of the itinerary value within 7 days of acceptance in order to confirm the itinerary.
3.2.3. An itinerary is not confirmed until 100% of the itinerary value is paid. It is only upon receipt by ZLLC of this payment that the itinerary status changes from provisional to confirmed.
3.2.4. Should full payment not be made within 7 days, the provisional itinerary will expire and be released back into the system.
3.3. No obligation exists between the Guest and ZLLC until such time as receipt by ZLLC of the payment as detailed in 3.1 or 3.2.
3.4. A binding contract will come into existence between the Guest and ZLLC upon:
3.4.1. Payment as required, having been received by ZLLC within the stipulated period;
3.4.2. Acceptance by the Guest of ZLLC's Standard Terms and Conditions; and
3.4.3. Receipt by ZLLC of Indemnity Forms for all Guests included in the itinerary.
4. Final Payment
4.1. The final payment due is stated on the original invoice and must be paid to ZLLC no later than 60 days prior to the date of travel.
4.2. If the booking is made less than 60 days prior to travel, 100% payment is due before the booking will be confirmed.
4.3. No Guest/s may travel unless full payment is reflected on ZLLC's bank statement.
4.4. Should payment not be received within the timeframe set out in 4.1, ZLLC reserves the right to cancel the booking and take such action as may be deemed necessary to recover the full amount owing to ZLLC.
4.5. Any bank charges, payment fees or card fees incurred by the Guest in making any payment to ZLLC are for the Guest's account.
4.6. While we do accept major credit cards including Visa, Mastercard and/or American Express, you must provide to us a signed charge authorisation agreement or click authorisation for every transaction for your trip. Your authorisation is a binding agreement for us to charge your card and, as such, you waive any right to chargeback in the case of cancellation for any cause whatever, including a Force Majeure event as defined herein, and agree to the refund policies and procedures outlined in these Terms and Conditions. Should you institute a chargeback in violation of this paragraph, we will be entitled to costs and fees associated with defending the dispute, including legal fees.
5. Guest Responsibilities
The Guest shall:
5.1. Complete the Client Personal Booking Forms including detailing:
5.1.1. Guests' passport nationalities (required by certain national park authorities).
5.1.2. Each Guest's weight (where they have booked light aircraft transfer services).
5.1.3. Specific dietary requirements.
5.1.4. Confirmation of travel insurance that has been obtained for all Guests.
5.1.5. Any pre-existing medical conditions which you feel ZLLC should be made aware of.
5.1.6. Any other special needs for consideration by ZLLC. ZLLC will inform the Guest if such special needs can be met.
5.2. Agree that it is your responsibility to be familiar with these Terms and Conditions and any amendments to the Standard Terms and Conditions as communicated by ZLLC.
5.3. Promptly comply with any lawful and reasonable instruction given by ZLLC and its designated representatives.
5.4. Promptly communicate with ZLLC any requests regarding amendments, changes, or cancellations to itineraries in writing by e-mail.
5.5. Ensure you take out full comprehensive medical and travel insurance for the countries being visited. ZLLC strongly recommends cover which includes pre-existing medical conditions, cancellation charges, medical expenses, and repatriation in the event of accident or illness.
5.6. Ensure you have the necessary documentation to satisfy immigration, customs and port health authorities for all countries being visited. This should include a passport (with sufficient pages and validity), visa, and proof of any required vaccinations.
5.7. Seek medical advice regarding prophylaxis and vaccination requirements for countries into which travel is planned.
5.8. Comply with the required baggage restrictions when the itinerary includes flight transfers (details supplied on request).
5.9. Acknowledge that your travel may take you into isolated, remote areas and in close proximity with wildlife, by signing the required waiver and indemnity forms provided by ZLLC.
5.10. Behave in a way that is considerate of other guests and their shared enjoyment of the travel experience.
5.11. Retain sole responsibility, at all times, for the safe keeping of baggage and personal effects.
5.12. At all times be solely responsible for ensuring that all payments due to ZLLC are received timeously by ZLLC in accordance with these Terms and Conditions.
6. Zambia Luxury Lodge Collection Responsibilities
ZLLC shall:
6.1. Undertake the responsibility of planning and arranging itineraries, providing quotations, making reservations, and invoicing.
6.2. Promptly supply the Guest with brochures, information and marketing material at ZLLC's disposal to assist the Guest in making informed decisions.
6.3. Provide information on all accommodation, transfers and activities specified in the itinerary.
6.4. Make every effort to secure Guest preferences and special requests, noting that these cannot always be secured or guaranteed.
6.5. Be entitled to change travel arrangements including flights, accommodation, and activities due to unforeseen circumstances after the itinerary has been issued. Should this occur, ZLLC will promptly notify the Guest of the changes to the itinerary. ZLLC shall endeavour not to unnecessarily inconvenience the Guest.
6.6. NOT be responsible for any losses/costs incurred by the Guest resulting from inadequate, insufficient, or incomplete medical and travel insurance cover.
6.7. Provide prompt, appropriate assistance if, whilst on the itinerary, you find yourself in difficulty for any reason. In particular, ZLLC will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not the result of any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party's negligence.
6.8. Reserve the right, from time to time, to amend these Standard Terms and Conditions and/or any other special terms by notifying you in writing.
6.9. Not be held responsible for any damage caused to Guest clothing when using our limited laundry service at the Lodges.
6.10. Act as facilitator, and not as principal, in relation to bookings with third-party suppliers such as accommodation or activities not forming part of the Lodges; your contract in such cases is directly with the relevant supplier. Whilst we will seek to resolve issues between you and the third party, ZLLC is not responsible for the delivery of their service or any failure of such third-party supplier, including a failure to deliver such service caused by the insolvency of that supplier.
7. Changes, Amendments, or Variations to the Booking
7.1. If you wish to change any part of your confirmed itinerary, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Date changes might result in additional costs depending on availability and time of year. You should be aware that these costs could increase the closer to the departure date, and you should contact us as soon as possible. Where ZLLC is unable to assist you and you do not wish to proceed with the original confirmed itinerary, we will treat this as a cancellation by you. A cancellation fee in accordance with Section 8 will be applicable.
7.2. Where changes requested by the Guest to the original confirmed itinerary can be accommodated by ZLLC and the revised itinerary value is lower than the original confirmed itinerary value, the difference shall be refunded back to the Guest only if the changes are agreed more than 61 days before the travel date per the original confirmed itinerary.
7.3. Changes to third-party bookings are subject to the third party's terms and conditions and might result in additional costs being incurred.
7.4. Important note: Certain arrangements may not be amended or transferred after they have been confirmed, and any alteration could incur a cancellation charge of up to 100% of that part of the itinerary.
8. Cancellation Policy
8.1. The cancellation terms below relate strictly to services with ZLLC. Any third-party supplier booked through ZLLC will have its own cancellation terms and conditions, a copy of which will be provided to the Guest on request.
8.2. Cancellation of a booking 61 or more days before the date of travel will result in forfeiture of the 20% Commitment Fee paid to confirm the itinerary.
8.3. Cancellation of a booking between 60 and 46 days before the date of travel will incur a 50% Cancellation Fee based on the total value of the itinerary (the 50% cancellation fee includes the 20% Commitment Fee paid on acceptance).
8.4. Cancellation of a booking 45 days or less prior to the date of travel will incur a 100% Cancellation Fee based on the total value of the itinerary (the 100% cancellation fee includes the 20% Commitment Fee paid on acceptance).
8.5. Refunds will not be made for any activities or travel included in the confirmed itinerary which are prevented from occurring due to events outside ZLLC's control, or which are not undertaken at the Guest's discretion.
9. Force Majeure
9.1. Except where otherwise expressly stated in these Terms & Conditions, if either party is prevented or restricted from carrying out all or any of its obligations for any cause beyond the reasonable control of that party (ZLLC or Guest), the affected party shall be relieved of its obligations during the period of that event.
9.2. ZLLC will not be liable to pay the Guest any compensation or refunds if our contractual obligations to you are affected by “Force Majeure”.
9.3. For the purposes of these Terms & Conditions, Force Majeure means any event beyond our, our supplier's, or the Guest's control, actual or threatened, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, pandemics or epidemics, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to, or remain at, the travel destination, the act of any government or other national or local authority including port or river authorities, industrial disputes, labour strikes, airport or lock closures, natural or nuclear disaster, fire, chemical or biological disaster, changes of schedules or operational decisions of air carriers, unavoidable technical problems with transport, and all similar events outside our or the respective supplier's(s') control.
10. Disabilities and Medical Problems
10.1. We are not adequately equipped to deal with Guests requiring special needs, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before you make your booking so that we can advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor's certificate confirming that you are fit to participate.
10.2. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking, or, if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
11. Complaints
11.1. We make every effort to ensure that your arrangements run smoothly, but if you do have a problem during your trip, please immediately inform the relevant Lodge's most senior person available (i.e. the lodge manager), who will endeavour to put things right.
11.2. If your complaint is not adequately resolved, please contact the ZLLC sales consultant responsible for your itinerary.
11.3. If the problem cannot be resolved and you remain unsatisfied with the way your complaint has been handled, you must send formal written notice by email detailing your complaint to us within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect our and the applicable supplier's ability to investigate your complaint and may affect your rights under this contract.
12. Jurisdiction and Governing Law
12.1. The Parties unconditionally consent to the relevant court(s) within the Applicable Jurisdiction having the authority to preside over any matter(s)/dispute(s) arising from this agreement.
12.2. The terms and conditions of this agreement shall be governed by and construed in accordance with the Laws of the Republic of South Africa, unless the invoicing entity is domiciled elsewhere, in which case the Laws of the Applicable Jurisdiction shall apply.
13. Definitions
Definitions for the purposes of this agreement, unless the context requires otherwise, shall be as follows:
13.1. “Accommodation” means collectively any accommodation reserved by ZLLC at any of the Lodges or any third-party property.
13.2. “ZLLC” means the Zambia Luxury Lodge Collection.
13.3. “Zambia Luxury Lodge Collection” or “ZLLC” means, collectively, the Lodges known as Chichele Presidential, Puku Ridge and Lolelunga Private Reserve, together with their respective owning and/or operating legal entities as detailed on the Guest's final invoice.
13.4. “Activities” means any recreational pursuit reserved by ZLLC and shall include, without limitation, sight-seeing excursions, sporting and adventure activities, and community and conservation interaction provided by ZLLC or any third-party service provider.
13.5. “Lodge/s” means, individually or collectively as the context requires, Chichele Presidential, Puku Ridge, Lolebezi and Lolelunga Private Reserve, and any other property from time to time forming part of the Zambia Luxury Lodge Collection.
13.6. “Applicable Jurisdiction” shall mean the country of domicile in which the relevant ZLLC entity, responsible for the processing, administration, and invoicing of the itinerary, is registered and incorporated.
13.7. “Applicable Laws” means the Laws of the Applicable Jurisdiction.
13.8. “Booking(s)” means the initiation, processing, amendment and/or finalisation of any itinerary and shall include provisional bookings.
13.9. “Day” means a normal calendar day, including Saturdays, Sundays, and any public holidays.
13.10. “Guest/s” means the end user of services rendered by either ZLLC or a third party during the itinerary.
13.11. “Laws” means all legislation, statutes, and regulations (as amended, replaced, or re-enacted from time to time) which may be applicable in the Applicable Jurisdiction.
13.12. “Parties” means collectively ZLLC and the Guest(s), and “Party” means either of them as the context may require.
13.13. “Reservation” means a reservation made by the Guest on behalf of the Guest and confirmed by ZLLC in writing.
13.14. “Travel” means any transport reserved by ZLLC, including but not limited to road, water and air travel provided by ZLLC or any other third-party service provider.
13.15. “You”/“Your” means the Guest.