Terms of Service: Part Ib. General Booking Terms & Conditions
8. Cancellation & Refund Policy
Travelers wishing to cancel a confirmed booking must notify LuluSpots in writing.
Cancellation charges are calculated as a percentage of the total confirmed tour price, based on the number of calendar days before the first scheduled day of the itinerary.
Unless different conditions have been clearly disclosed and accepted for a particular itinerary, the following standard cancellation charges apply:
| Cancellation Period | Cancellation Charge |
|---|---|
| 60 days or more before arrival | 30% of total tour cost |
| 31–59 days before arrival | 50% of total tour cost |
| 15–30 days before arrival | 75% of total tour cost |
| 14 days or less before arrival | 100% of total tour cost |
| No-show | 100% of total tour cost |
No additional LuluSpots administrative cancellation fee is charged.
The 30% deposit is credited toward the applicable cancellation charge and is not charged twice.
Special Supplier Cancellation Conditions
Certain accommodations, flights, group reservations, or specialist activities may have stricter cancellation requirements.
Where these apply, LuluSpots will identify the affected services, applicable charges, and cancellation deadlines in the written quotation before booking confirmation.
Such conditions will apply only when expressly accepted as part of the confirmed booking agreement, subject to applicable law.
No additional supplier cancellation penalty will be charged for the same cancellation unless separately disclosed and expressly agreed in advance.
Refunds
Any refund due will be calculated by deducting the applicable cancellation charge from the total amount already paid.
Cancellation charges will not exceed the total confirmed tour price.
Refunds will be processed to the original payment method where reasonably possible, within 30 calendar days after the refund amount is determined, subject to payment-provider processing times and applicable law.
Travelers who voluntarily leave a tour early or decline included services are generally not entitled to refunds for those unused services, except where required by law or agreed in writing.
Cancellation by LuluSpots
If LuluSpots cancels a confirmed tour for reasons within its control, the traveler will be offered an appropriate alternative or a refund of the affected services, consistent with applicable law.
Where cancellation results from extraordinary circumstances beyond reasonable control, LuluSpots will explain the circumstances, available alternatives, recoverable supplier payments, and any applicable refund rights.
Nothing in this policy limits a traveler's non-excludable statutory rights.
9. Travel Documents & Entry Requirements
Travelers are responsible for ensuring that they possess valid travel documentation, including:
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Passports
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Visas
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Required health or vaccination documentation
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Travel insurance documents
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Residency documentation where relevant
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Any other required entry or travel authorization
LuluSpots may provide general guidance but does not guarantee entry into Tanzania or any other destination.
Travelers should confirm current requirements with the relevant authorities before departure.
Additional costs caused by incomplete or invalid documentation will generally be the traveler's responsibility, except where LuluSpots is legally responsible.
10. Travel Insurance
LuluSpots strongly recommends comprehensive travel insurance for every traveler, purchased as soon as the trip is booked.
Recommended coverage includes:
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Trip cancellation and interruption
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Emergency medical treatment
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Medical evacuation and repatriation
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Lost, stolen, or delayed baggage
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Travel delays and missed connections
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Adventure activities included in the itinerary
Travelers should verify that their policy covers the specific destinations, activities, and medical circumstances relevant to their trip.
For Kilimanjaro expeditions, appropriate high-altitude medical and evacuation coverage is particularly important.
LuluSpots does not provide insurance unless a specific insurance product is separately offered and expressly confirmed in writing.
11. Emergency Medical & Air Evacuation
LuluSpots does not include emergency medical or air evacuation coverage in its standard tour packages.
However, we strongly recommend that travelers arrange suitable evacuation protection before departure.
Providers that travelers may investigate include:
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AMREF Flying Doctors
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KiliMedAir
LuluSpots may provide information about available providers upon request. Mentioning a provider does not constitute a guarantee of its services, coverage, availability, or suitability.
Travelers are responsible for checking membership terms, geographical coverage, exclusions, and whether emergency evacuation is covered by their travel insurance.
For Kilimanjaro climbs, travelers should ensure that their arrangements cover rescue and evacuation appropriate for activities approaching 6,000 meters above sea level.
LuluSpots will provide reasonable assistance in coordinating emergency responses when circumstances permit, but cannot guarantee evacuation times, aircraft availability, weather conditions, or medical outcomes.
12. Health, Fitness & Accessibility
Travelers are responsible for assessing their suitability for their chosen activities and seeking professional medical advice where appropriate.
Some experiences, particularly high-altitude trekking, walking safaris, and physically demanding excursions, require specific levels of fitness or mobility.
Travelers should inform LuluSpots before confirmation of any accessibility requirements, dietary needs, or other arrangements that may materially affect trip planning.
Relevant medical information should be shared only when reasonably necessary for safe arrangements and handled confidentially.
LuluSpots will make reasonable efforts to accommodate disclosed needs but cannot guarantee that all remote destinations or third-party facilities will be accessible.
Guides may recommend that a traveler stop an activity where continued participation presents a serious safety risk.
13. Wildlife, Adventure & Guest Safety
Wildlife safaris and outdoor activities take place in natural environments that involve inherent risks.
Wild animals are unpredictable, and some safari lodges and camps are unfenced.
Travelers must follow safety instructions issued by guides, park authorities, and accommodation staff.
Guests must not:
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Approach or feed wildlife
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Leave safari vehicles in unauthorized areas
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Ignore safety instructions
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Enter restricted areas
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Engage in conduct that endangers themselves or others
Wildlife sightings, including the Big Five and the Great Migration, cannot be guaranteed.
LuluSpots may suspend participation in an activity where a traveler presents a serious and immediate safety risk.
Any resulting charges or refunds will be determined according to the circumstances, the booking agreement, and applicable law.
14. Kilimanjaro & Other High-Risk Activities
Kilimanjaro climbing involves strenuous physical activity, exposure to altitude, rapidly changing weather, and potentially serious medical risks.
All participants must follow the instructions of authorized mountain guides and comply with applicable park regulations.
Reaching the summit is not guaranteed.
Guides may require a climber to descend or discontinue an ascent where necessary for safety.
Additional Kilimanjaro-specific conditions are provided in Part II of this document.
15. Unavoidable Circumstances & Force Majeure
Circumstances beyond the reasonable control of LuluSpots may affect the operation of a tour.
These may include:
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Extreme weather and natural disasters
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Government restrictions
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Civil unrest or security emergencies
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Public health emergencies
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Strikes or transport disruptions
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Road closures
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Park closures
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Other extraordinary events outside reasonable operational control
LuluSpots will make reasonable efforts to minimize disruption, communicate developments, and identify suitable alternatives.
Additional costs resulting from unavoidable circumstances will be explained and allocated according to the confirmed booking agreement, applicable supplier terms, and law.
This clause does not exclude liability for failures within LuluSpots' reasonable control or override statutory refund rights.