Terms & cancellation policy

Last updated: 27 October 2026

This page is in English only. If anything is unclear, message us on WhatsApp +256 776 282 871.

These terms apply to everything you book with Sydney JetRoute Expeditions: Sydney JetRoute Expeditions Limited (Uganda, Reg. No. 80049353054958) and Seemiu Safaris Limited (Kenya, PVT-VQ1O329V), trading as Sydney JetRoute Expeditions ("we", "us"). By paying a booking fee, deposit or any other amount, you accept these terms for yourself and for everyone on your booking. Please read them before you pay.

1. Your booking

• Sending a request through our website, WhatsApp or a form is not yet a booking. We first send you a quote with options and prices.
• Quotes are valid for 48 hours (air fares only until the airline changes them), and every service is subject to availability when you pay.
• Your booking is confirmed only when you accept the quote, we receive your payment or booking fee, and we send you written confirmation. We may decline any booking.
• The person who books (the "lead traveller") confirms that they are at least 18, that every traveller accepts these terms, and that all names and details are correct. The lead traveller is responsible for all payments on the booking.
• Names must match each passport or national ID exactly. Check your confirmation as soon as you receive it and tell us of any mistake within 24 hours. Corrections after that are charged at the airline's or supplier's fee plus our amendment fee.

2. Payments

• You can pay by M-Pesa Paybill, MTN or Airtel Mobile Money, bank transfer, or card through a secure payment link we send you. Any bank, mobile money or card charges are paid by you, so that we receive the full amount.
• Always quote your booking reference when you pay. A payment counts only when the money has reached our account.
• Only pay into the official accounts we send you in writing, in the name of Sydney JetRoute Expeditions or Seemiu Safaris Limited. We never ask you to pay into a personal number, and we never change our payment details by message. If anyone sends you different details, call us on +256 776 282 871 before you pay. We are not responsible for money paid to any other account or person.
• If any payment is late, we may cancel your booking without further notice. The cancellation charges in section 4 then apply, and amounts already paid are kept to cover them.
• If you book within 14 days of travel, full payment is needed to confirm.
• Please contact us before disputing a card payment with your bank. If you do so without contacting us first, we may cancel the booking and recover any costs we incur.

3. Prices & currency

• Package prices are per person, based on two adults sharing a room unless they say "single". Child rates, single rooms and peak dates may cost extra and are confirmed in your quote.
• Quotes include our service fee, which is not refundable once we have made your booking.
• Air fares are not guaranteed until the ticket is issued. If an airline, hotel or government raises a fare, tax, fuel surcharge or fee before your booking is fully paid and issued, we may pass on the increase. We tell you before we do.
• Prices in USD can be paid in UGX or KES at our exchange rate on the day you pay. Refunds are paid in the currency we received.
• If a price on our website, posters or quote is clearly wrong because of a typing or system error, we may correct it before we confirm your booking. You can then accept the correct price or get back what you paid.

4. Cancelling

If you still need to cancel, the lead traveller must tell us in writing, by WhatsApp or email. The cancellation date is the date we receive your message during our opening hours. A cancellation only applies once we confirm it in writing.

Holiday offers and custom holiday packages

• Reschedule or change your trip: tell us at least 14 days before travel and we move your booking to new dates within 12 months, or to another holiday, with no cancellation charge.
• You can also give your place to someone else before travel. We only charge supplier name-change fees, if any.

Group and church events

• Event deposits, including early-bird deposits, are non-refundable, because we use them to secure group seats with the airline.
• You may pass your seat to another person before tickets are issued, if the airline allows a name change. Any airline fee applies.
• After tickets are issued, the airline's group fare rules apply.
• If we cancel a group trip, or it does not go ahead because too few people registered, you get back everything you paid. This is the full extent of our responsibility for a cancelled group trip.

Air tickets

• Once issued, changes and refunds follow the airline's fare rules. Many cheaper fares are non-refundable.
• Where a refund is allowed, airline penalties and our service fee are deducted.

Hotels and Airbnb booked on their own

• The property's own cancellation rules apply. We tell you these in your quote. Non-refundable rates cannot be refunded.

Airport transfers, meet & greet, VIP and car rental

Safaris and gorilla trekking

• Park fees and gorilla permits cannot be refunded once bought. Lodges and transport follow the holiday package charges above.

Visa, passport and insurance services

• Once we submit your application, government and embassy fees and our service fee cannot be refunded.
• Visa and passport decisions are made by the authorities, not by us. A refused visa is not refunded, but we will help you understand next steps.
• Travel insurance follows the insurer's cancellation terms.

5. Changes by you

• We will try to change dates, names or rooms if you ask. Changes depend on availability and supplier rules.
• You pay any difference in price, supplier fees, and our amendment fee of US$15 (or the same in UGX or KES) per booking for each change. We tell you the total before we make the change.
• A rescheduled booking must be used within 12 months of the original travel date. After that the money held for it can no longer be used and is not refunded.
• Moving to a later date is treated as a cancellation if the original supplier will not change it.
• If you shorten your trip, miss a flight, transfer or activity, or do not use any part of your booking, no refund is due for the unused part.

6. Changes by us or suppliers

• Airlines, hotels and partners sometimes change schedules, flight times, rooms or services. We tell you as soon as we know.
• We may replace a hotel or service with one of a similar or higher standard. Small changes, such as a different flight time on the same day, a different aircraft or a room of the same type, do not give a right to a refund or compensation.
• If a major part of your trip changes before you travel, you can accept the change, choose an alternative, or cancel and get back what you paid for the affected part.
• We are not responsible for events outside our control (force majeure), such as bad weather, natural disasters, strikes, airline failures, disease outbreaks, political unrest, war, or government decisions. Where this happens, we help you rebook and pass on any refund or credit we receive from suppliers. We do not pay any extra costs or compensation.

7. Refunds

• Any refund is the amount due under section 4, less non-refundable supplier costs, our service fee and any bank, mobile money or card charges.
• Money we still hold (not yet paid to an airline, hotel or supplier) is refunded within 14 working days of our written confirmation of your cancellation.
• Money already paid to airlines, hotels or other suppliers is refunded or charged according to their own cancellation policies. We pass on whatever they refund within 14 working days of receiving it. Airline refunds can take several weeks.
• Refunds are paid to the person who paid, by the same method and in the same currency.
• Serious illness or a death in your close family: send us proof (such as a doctor's letter or death notice). We may, at our discretion, reduce our own fees, and we will ask airlines and hotels for a refund or credit for you. We cannot promise what suppliers will agree to. Travel insurance is the best protection for this.

8. Passports, visas & health

• You are responsible for having a valid passport or ID, visas, vaccination certificates and any other documents for every country on your trip. Passports should be valid for at least 6 months after you return.
• Many destinations, including Ghana, require a yellow fever vaccination certificate. Carry it when you travel.
• Citizens of Uganda, Kenya and Rwanda can travel between those three countries with a national ID. Everyone else needs a passport.
• Visa and passport decisions are made by the authorities, not by us. If you are refused a visa, boarding or entry, no refund is due, and cancellation charges apply.
• Any advice we give about documents and health is general guidance. Please confirm with the embassy or a doctor.
• We strongly recommend travel insurance for every trip.

9. Your behaviour

• Please respect other travellers, staff, hotels and local laws.
• If a traveller's behaviour puts others at risk or causes serious disturbance, we or our suppliers may refuse or end their services. No refund is due, and the traveller pays any extra costs.
• You pay for any damage you cause to hotels, vehicles or other property.

10. Our responsibility

• We act as a booking agent for airlines, hotels, transport and tour companies. Each supplier provides its own service under its own terms and is responsible for it. This includes flight delays, cancellations, lost or damaged luggage, and hotel standards.
• We are responsible for arranging your booking with reasonable care and passing on correct information.
• If we are found responsible for a loss, our total liability is limited to the amount you paid us for the affected service. We are not liable for indirect losses such as missed work, missed connections that we did not book, or lost enjoyment.
• Please check in on time, follow airline baggage rules, and look after your money, documents and belongings.
• Nothing in these terms removes any right you have under consumer protection law that cannot legally be excluded.

11. Complaints

• If something goes wrong during your trip, tell us and the supplier straight away, so we can try to fix it while you are there. If you do not, we may not be able to help or offer anything afterwards.
• After you return, send any complaint in writing within 14 days to reservations@seemiusafaris.com, or WhatsApp +256 776 282 871 (calls in Kenya: +254 796 785 000). We reply within 7 working days.

12. Photos & reviews

• We may share photos and short videos from group trips and events on our website and social media. If you would rather not appear, tell us in writing and we will not use images of you.
• Reviews and comments you post publicly about us may be shared on our website with your name or handle.

13. General

• We may update these terms from time to time. The version on our website on the day you pay your booking fee or deposit applies to your booking.
• If any part of these terms cannot be enforced, the rest still applies.
• Promises made by phone or message do not change these terms unless we confirm them in writing.

14. Law & disputes

• Bookings made with Sydney JetRoute Expeditions Limited are governed by the laws of Uganda, and bookings made with Seemiu Safaris Limited by the laws of Kenya.
• Please contact us first: we will always try to resolve any disagreement with you directly. If we cannot agree within 30 days, either side may refer the matter to mediation, and then to the courts of Uganda or Kenya, matching the company you booked with.

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