Cancellation & Refund Policy

Cancelling a planning request or enquiry

If you have only submitted a planning request or enquiry — through a form or the AI Travel Advisor — there is nothing to cancel and no charge. A request is not a booking. If you no longer wish to proceed, simply let your specialist know, or contact us, and we will close the enquiry.

Once your trip is confirmed

When you decide to go ahead, your specialist sends you a written quote and booking confirmation. That document sets out the specific cancellation and refund terms for your trip, which depend on the lodges, parks, permits, flights and other suppliers involved. Those confirmed terms govern your booking. The points below explain how cancellations generally work so there are no surprises.

Deposits and supplier costs

Most East Africa trips require a deposit to secure lodges, vehicles and permits. Because suppliers commit resources on your behalf, some costs may be non-refundable once paid — for example:

• Gorilla and chimpanzee permits, which are issued in your name and are typically non-refundable once purchased.
• Peak-season lodge deposits and domestic or international flights, which often carry supplier cancellation charges.
• Cancellations made closer to your departure date, which usually attract higher charges as suppliers can no longer resell the space.

Your written quote always states the deposit, the balance due date, and the cancellation charges that apply at each stage.

Changing your trip

Plans change — we understand. We will always do our best to accommodate changes to dates, routing or party size, subject to availability and any supplier fees. Reach out to your specialist as early as possible and we will let you know what is possible and any cost involved.

Refunds

Where a refund is due under your confirmed terms, we process it promptly and transparently, returning any amounts that suppliers refund to us less any non-recoverable costs already incurred. We will always show you a clear breakdown.

Travel insurance

We strongly recommend comprehensive travel insurance that covers cancellation, curtailment, medical care and repatriation. It is the best protection against unexpected costs if you need to cancel or change your trip.

Circumstances beyond our control

Occasionally events outside anyone's control — extreme weather, park or border closures, or similar — may force a change or cancellation. In those cases we will work with you and our suppliers to reschedule or recover what we can on your behalf.

Contact us

To cancel, change a trip, or ask about refunds, please contact us — a Goldfinch specialist will help you directly.