Terms & conditions

Terms and Conditions
The Maasai Hero Tours offers individual flights, stays, transfers, rental cars and other services related to the destinations we offer.
Generally, the cost of a vaccination, visas, beverages, museum and monument entrances are not included in the price of the trip.
The airlines often raise their prices (principally in the case of a rise in the price of fuel). These will be passed on in your invoice only if your tickets haven’t been issued.
Changes may occur due to changes in the exchange rate.
We retain the right to increase our fees. If the increase is higher than 15% of the price agreed, you have the possibility to cancel your contract within 5 days.

Responsibilities
The Maasai Hero Tours acts as a travel agency that offers different services:
– transporters, hotels for the execution of its programs.
The Massai Hero Tours choses with care its providers and local assistants in order to give complete satisfaction to its customers.
The Massai Hero Tours is not responsible in the case of accidents or negligence of its agents and it can not be held liable except in the event of serious faults and willful misconduct by its governing bodies.
Concerning air transport, the airplanes that we use offer guarantees of comfort and security. The number of rotations of the equipment and the requirements of security, can cause certain delays during a period of high traffic. Such delays will not be compensated for by the Massai Hero Tours. However, according to the rights of passengers, it is imperative to contact the company to obtain at least an attestation. The airline tickets are subject to the CGCV of the airlines concerned. –
In case of the failure of a provider of services during the trip or stay or if for urgent reasons, we find it necessary to cancel all or part of the planned commitments, we will do everything possible to provide equivalent replacements. If it is not possible to make a replacement, we will make reimbursements equal to the sum of the corresponding services not furnished and not provided.  
It is up to you to insure that you are in conformity with all the rules of the police, of customs and of health for your travel. We will give you an indication of the all the requirements for visas, required vaccinations for each country but the rules can change, and these changes are your responsibility. A passenger cannot embark on a flight without presenting all the required documents (passport, visas, certificates of vaccination) if refused (boarding), the passenger cannot expect any reimbursement. For all the car rentals, a credit card is required as a deposit as a guarantee (against accidents).

Complaints

If the services do not correspond to the description in the catalog or offer, or if there is a major defect, you are obliged to contact the tour operator or service provider in question (hotel or other) without delay and ask them to remedy the problem.
If your intervention does not lead to a solution, you must request a written document from the tour operator or service provider in question confirming the content of your complaint. This is a prerequisite for your claim for compensation.
All complaints about a trip must be sent to Il Maasai Hero Tours by registered mail, with the requested attachments, no later than two weeks after the date of return.
Il Maasai Hero Tours is not liable if the non-performance or partial performance of the tour is due to defaults by the customer (e.g. non-compliance with entry requirements), unforeseeable or unavoidable defaults by third parties (e.g. delays, strikes, disruptions in the provision of services), unforeseeable or unavoidable circumstances or force majeure (e.g. war, natural disasters, epidemics or pandemics, withdrawal of landing rights).

Insurance
No insurance is included in our prices, this to avoid any double insurance. Indeed, many people are already insured by different products for this kind of risks.
The insurance benefits are governed by the policyholder’s insurance certificate. The client undertakes to have the necessary travel and cancellation insurance in case of problems.

Inscriptions and payments
Your registration takes effect from the moment you give us your agreement, either by telephone, in writing or orally at the agency. We are in no way responsible for any errors in the names you may have given us.
Within 7 days of your registration, you must send us a deposit of 30% of the total amount of the trip, except for special conditions mentioned on the invoice. This deposit is not refundable. In case of registration less than 60 days before departure, the total amount of the invoice is to be paid in one go.
You must pay your trip 60 days before departure without any reminder from us. A written bank confirmation (by email or whatsapp) of your payment is required for both payments (if more than two months before departure or one payment if less than 60 days before).
Modifications
After the conclusion of the contract, the client does not have the right to modify the content of the contract.
Up to 60 days before departure, you may request in writing to modify your registration (transfer of dates or trip). Unless otherwise stated on the invoice, we will charge you CHF 100 per person for the modification, except for children registered on the same file, or when it is a complementary service on the same destination.
Less than 60 days before departure, a modification is considered as a cancellation, followed by a new registration.
Any trip shortened by the traveler, any service not used because of the traveler, do not give rise to a refund.
The Tour Operator is entitled to unilaterally change the published service offers (hotel, airline, travel itinerary, price) at any time.
If unforeseeable or unavoidable circumstances or force majeure (e.g. war, natural disasters, epidemics or pandemics, withdrawal of landing rights) prevent the planned realization of the trip, Il Maasai Hero Tours is authorized to modify certain services (accommodation, means of transport). This also applies in case of overbooking.
Insufficient numbers of participants can be a valid reason for cancellation, provided that the customer has been informed at least 15 days before the scheduled departure date.
The customer is not entitled to a refund of the price of the trip in case of limited or reduced services due to an unforeseen and unavoidable event (force majeure). Any other request for compensation for any reason whatsoever will be refused.

Price increase
In the event of subsequent increases (at the time of the quotation) in the actual costs incurred, Il Maasai Hero tours reserves the right to increase the price of the tour accordingly after the conclusion of the contract, in particular in the following cases: increase in transport costs, introduction of new taxes, change in exchange rates, invoicing and publication errors.

Cancellations
All cancellations must be sent by email to the agency’s address and will only be taken into account after acknowledgement of receipt.
As soon as you register and until 60 days before departure, the 30% deposit is due and is not refundable.
If your cancellation reaches us between 60 and 31 days before departure, i.e. after the payment of the 70% balance, 25% of the price of the trip will be returned to you.
30 days before departure, the entire price of the trip is non-refundable.
These deadlines correspond to the payment deadlines for accommodation and various services (cars, park entrance fees, availability of guides on site).
In case the Federal Department of Foreign Affairs (DFA) for Switzerland, or the correspondent of the country concerned would advise against a destination, we could be obliged to cancel a trip.
In such a circumstance, we will offer you various alternative solutions.

Travel documents
Instructions concerning the trip, date, schedule, meeting point, flight number, etc., will be communicated to you before your departure.
The tickets are given to you at our offices or they are sent to you by prior agreement.
Please note: for some trips, departure and return dates may be modified if transportation conditions require it. We reserve the right to modify them (by 48 hours maximum). You will be notified immediately.

Place of jurisdiction
The place of jurisdiction is exclusively Arusha.
Tanzanian law is exclusively applicable.

THE REGISTRATION TO ONE OF OUR TRIPS OR STAYS IMPLIES THE ACCEPTANCE OF ALL OUR GENERAL CONDITIONS.

Edition : January 15, 2023 (replaces and cancels all previous versions)