Excellent Travel and SafariExcellent Travel and Safari
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Our Travel Policies

Our personal details

Excellent Travel and Safaris is a tour operator registered in Rwanda Development Board (RDB). Our office is located at 1st Floor, Ets Ndamage House, KN 28 St, Opposite to 2000 Hotel, Nyarugenge District, Kigali City, Rwanda. Among our services include Tours, Hotel reservation, Car Rental and Airticketin. Our purpose is to provide flicked services to all our clients.

Meaning of some words

“We” and “us” means Excellent Travel and Safaris Ltd.

“You” means all persons named on the booking including anyone who is added or substituted at a later date.

Scope of booking conditions

A booking will be valid between us once you have paid in full all the amounts due. These amounts may include other fees as may be appropriate, for example where you are making a late booking and we have issued you with our booking confirmation. If any part of the contract is found to be invalid or unenforceable, then the remainder of it will not be affected and will remain valid and enforceable.

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your part the terms of these booking conditions and agree on behalf of everyone travelling in your part to be bound by them.

Law and Jurisdiction

This contract is governed by Rwandan Law and the exclusive jurisdiction of the Rwandan courts.

Age Limits

All bookings must be made by a person aged 18 years old or over. When a booking is for more than one person, the first-named person in your group should be aged 18 years old or over will be treated by us as the leader. The leader will be responsible for making all payments due to us in accordance with article G,H and I of these Terms and Conditions. Completion and submission by you of our Booking Form will be treated by us as confirmation that you have read, understood and accepted these booking conditions.

See menu above for other sections. Enjoy your Travel with us!!!

The protection of your personal information or data is extremely important factor we do care for. In order to respond to an enquiry, process and fulfill your booking or send you information, brochure or other promotional material, we need to collect personal data from you. We will only process your personal data in connection with the purpose for which you have provided it (for example, arranging your holiday or tour) or as you have consented to our using it (for example, to send you marketing material). We take severe technical and organizational measures to protect against unauthorized processing of personal data and we strictly take care of against accidental loss or destruction of, or damage to, personal data, which is appropriate to the harm that might result.


The prices quoted by us for the various tours are as per the itinerary and include the following services, unless stated otherwise: overnight in hotels, guesthouses, tents or lodges, all meals as indicated, sightseeing as detailed in the itinerary, park entrance fees and ranger fees, airport transfers where applicable, ground transportation, English speaking driver/guides and bottled mineral water in the vehicle.

Expenses that are not covered: visa charges and passports charges, international and domestic air fares, meals or/and drinks not mentioned in the itinerary, tips and gratuities for the guides and accommodation staff, laundry, travel insurance and other items of a personal nature.

Prices displayed on the website or quoted to our clients are subject to change without notice and are not guaranteed until confirmed in writing.

We reserve the right to adjust prices at any time should there be any fluctuation in the exchange rate or increase in the cost of any element of the tour. The company will however make every effort to minimize any changes.


All tours will be booked and confirmed only upon receipt of a 30% deposit of the total amount. For gorilla permits, a full advance payment of the permit fee is required in order to make the reservation.

The payment balance is due no later than 42 days prior to the tour, unless agreed otherwise.

Bookings made within 42 days before arrival must be paid in full at the time of confirmation.

If payment is not received in accordance with the above, we have the right to cancel the booking.

For those who will need to pay cash in dollars are advised to check banknotes series because before year 2000 are accepted only with a low exchange rate. In most cases such transactions are done by Commercial banks and Forex Bureaus within Rwanda therefore you are advised to travel with more recent banknote series.

Means of payment

Payment can be made by VISA credit card, bank transfer or cash, before the start of the tour. Note that payments by VISA credit card attract a 5% service charge. Credit card transactions must be made at least two months prior to the start of your tour. Regretfully, traveller cheques are no longer accepted.

The costs of international transactions (or 5% service charge in case of credit card payments) are to be fully paid by you.

Execution of the Tour

During a game drive, the animals are in their natural habitat and as such, we cannot guarantee absolute wildlife or game viewing of all types of animals but we do our best to meet many kinds as possible.

The animals are wild, hence you must take care when viewing the animals and carefully follow the instructions given by either the tour guides.


A permit of viewing gorilla or chimpanzee does not guarantee clients that these animals will be seen in its entirety.

In most accommodations the rooms are twin or double bedded room, tent or banda, with private bathroom where possible. Single rooms may be available with the payment of additional fees.

We reserve the right to substitute equivalent or superior hotels. If a hotel of equivalent standard is not available we may substitute the next best quality hotel or suggest superior standard accommodation (extra charges may apply).

The mode of transport used will be dependent on the number of clients and the route taken, based on the specifications of the chosen itinerary. Every effort is made to ensure that vehicles are provided in a roadworthy condition but no liability can be accepted for a puncture, breakdown, damage, or any delay as a result of the poor road conditions.

In the course of a tour, you deserve the right to the experienced English speaking driver/guide. The driver’s decision on all matters related to the vehicle, such as the route to take, is ultimate.

We reserve the right to modify a road or arrangement, to mitigate any event or circumstances such as road closures, bad weather, problems with national parks or hotels and security considerations that may hinder or delay the planned itinerary or operation. In such cases, alternative arrangements will be adopted in a bit to execute an itinerary as planned.

Excellent Travel and Safaris Ltd reserves the right to employ subcontractors to carry out all or part of the services agreed to be supplied.

Excellent Travel and Safaris Ltd reserves the right to refuse any person from participating or continuing any tour if, in Excellent Travel and Safaris Ltd’s opinion or in the opinion of any other person in authority, the person concerned behaves in such a way as to cause or be likely to cause danger, hazard or inconvenience to any third party, damage to property or to environments and ecosystems. No refunds will be made and Excellent Travel and Safaris Ltd shall not be liable for expenses incurred as a result of the termination.

Cancellations and Refunds

All cancellation requests must be made in writing and shall be effective on the date of actual receipt by Excellent Travel and Safaris Ltd. The following cancellation charges apply depending on when the request for is received:

If request is received 60 days or more prior to arrival day, we will charge 10%

If request is received between 59 – 32 days prior to arrival day, we will charge 25%

If request is received between 31 – 8 days prior to arrival day, we will charge 50%

If request is received between 7 – 3 days prior to arrival day, we will charge 75%

If request is received less than 48 hours prior to arrival day, we will charge 100%

Excellent Travel and Safaris Ltd reserves the right to deduct all expenses incurred from money paid.

Gorilla permits and air tickets are 100% non-refundable.

No refunds will be made for any unused services, late arrival or no-show of any of the members of the tour.

Excellent Travel and Safaris Ltd shall try to ensure that we exceeds the expectations in every area of the tour arrangements. However, suggestions are very much appreciated in order to keep improving the quality of the service.

Complaints must be reported immediately to the Excellent Travel and Safaris representative and to the supplier of the service in question, who will do their best to resolve the matter. If the problem is not solved to the client’s satisfaction, the complaint should be reported in writing and not later than 30 days after completion of the tour.

Liability for any complaints not notified in accordance with the above described procedure cannot be accepted.

We will make every effort to ensure that all arrangements and services offered as part of the tour are carried out as specified in the most efficient way possible. However, the company does not have direct control of the services provided by suppliers and, whilst every supplier is chosen with the utmost care, hence we don’t accept liability for errors or omissions of such suppliers.

We shall not be liable or pay compensation for circumstances beyond our control or our staff, including flight delays or cancellations and cases of force majeure such as war or threat of war, riots, civil disturbances, terrorist acts, border closure, acts of government or other authorities, strikes, thefts, epidemics, road closures, industrial disputes, natural or nuclear disaster, extreme weather conditions, fire, technical or mechanical problems to transport and any other event beyond our control.

It is the responsibility of the travel agency to ensure that all members of the tour have the appropriate passports, visas, travel permits, health certificates and other documentation required for the tour.

It is the responsibility of the clients to take proper medical and practical precautions in regard to health and safety. We advise travellers to seek for medical advices before departure.

Clients are strongly advised to obtain comprehensive travel insurance before coming to Rwanda. Local evacuation coverage is available in the unlikely event of a medical emergency while on tour with us.

The respective laws of the country govern our liability to passengers carried in our own vehicles. All claims are subject to the jurisdiction of the courts of the country in which the cause of action arises.

If you have any questions, please do not hesitate to Contact Us

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