Heart of Uganda is a registered Company operating in Uganda offering Tours, Safari, and travel services in East African countries.

Service Contract
When you make a booking with us legal obligations arise and your right to refund of monies paid especially through bank transfer or any other way agreed by us, is limited by our terms and policies and by the conditions of the particular supplier. Once payment is made for the booking, it is deemed that you have read and understood the terms and conditions for the booking. If you have any queries please contact us before making any booking for any service.

Products and services are sold by Heart of Uganda as an agent for travel service suppliers including but not limited to hotels, car rental, airlines, and other suppliers providing services, including accommodation and transportation services and sightseeing activities. Heart of Uganda is not a provider of services and has no responsibility for services provided or not provided by any party. We
make no warranty or representation regarding the standard of any service or product to be supplied and no person has authority to make any such representation or warranty on behalf of Heart of Uganda. All invoices, vouchers, and receipts are issued subject to the appropriate tariffs and terms and conditions of sale of suppliers and these terms. These terms are issued by us as an agent only. We have no responsibility and extend no guarantees for specific travel services & products.

Heart of Uganda has no liability for any act, omission, or default, whether negligent or otherwise, of, hotels, lodges, airlines, car rental operators, ferry companies, hoteliers, tour operators, national parks, governments, or any other supplier. We have no liability for any loss or damage occasioned by the negligence, act, or omission of any supplier or other third party. We reserve the right to cancel or modify itineraries or bookings where circumstances require.

In circumstances where the liability of Heart of Uganda or its employees or agents cannot be excluded, such liability in respect of any loss or damage other than death or personal injury arising out of the tour exceeds as an absolute maximum the price of the tour/holiday or any other travel/information service in question. Heart of Uganda reserves the right to decline any booking for any individual on any tour or other service.

Itinerary Changes
Local conditions may affect accommodation and route. Should this occur, the Heart of Uganda would endeavor to substitute a suitable arrangement of similar value. Heart of Uganda reserves the right to alter any route, itinerary, and/or accommodation without prior notice to you if it shall in its reasonable discretion think fit and necessary or in the case of an emergency.

Heart of Uganda also has the right to decline acceptance of any person as a member of the tour if it appears that person is likely to endanger the health or safety or impair the comfort and enjoyment of others on the tour. Heart of Uganda further reserves the right to cancel any reservations if, for any reason whatsoever, any service supplier, hotel, or car rental refuses to allow the person concerned to participate in the tour.

In any of the above-mentioned events, Heart of Uganda’s sole liability and the person’s sole remedy shall be limited to a refund of any monies paid, less the amount for services already utilized plus administrative fees. Cancellation policies of other related service suppliers will apply.

Travel Insurance
We strongly recommend that all clients purchase a comprehensive Personal Travel Insurance policy prior to the commencement of your holiday. We recommend that insurance covers loss of deposit and other monies through cancellation, loss or damage to personal baggage and loss of money, medical expenses, additional expenses to cover hotel accommodation, and repatriation costs to your home should any services need to be extended or curtailed due to illness or other insurable risk.

Rates and Price Variations
We reserve the right to vary published rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes or any other reason, you must pay the increase when notified. We are not liable in any way if any increase occurs. Rates quoted are per tour, per night accommodation, per crossing ferries, per package; as appropriate to the particular product. Car rental is based on a 24-hour period commencing from the time of pick-up throughout unless otherwise specified. All prices are subject to availability and can be withdrawn or varied without notice.

Price Inclusions and Exclusions
Items included in the prices or rates of the products are specified in each section. Prices do not include, meals other than as stated in itineraries, any airfares unless stated, government departure taxes, passport and visa charges, vaccination fees, airport taxes, any items of a personal nature such as telephone calls, beverages, laundry, excess baggage charges and gratuities, travel insurance or other items not specified.

Service Fees
Heart of Uganda service fees may apply for services offered and may range from range from any percentage of the total service package. Current service fee level (coordination fees range from 10-20% and may change without notice.

Prices for scheduled tours are subject to revision without notice in the event of unforeseen circumstances like currency fluctuations, increases in hotel rates, increases in airfares, local taxes, etc. The tour price excludes pre/post tour accommodation, laundry, room service, unspecified meals or tours, beverages, portages, excess baggage charges, passport
and visa costs airport taxes, personal and baggage insurance, tips, and all other items of a personal nature unless otherwise expressly stated.

Tours & Travel services & products are subject to the following cancellation.

A cancellation fee of 25% will be levied on confirmed bookings (by making a deposit or other form of confirmation) cancelled in a month or 30 days.

A Cancellation Fee equivalent to 50% will be levied if a confirmed booking is cancelled within 15 days of the start date of the travel services.

A 75% cancellation fee will be levied on cancellation of the booking made in 48 hours.

No refund will be made on the cancellation made less than 48 hours or NO SHOW on the same day of the use of the said service.


Cancellation policies of the contracted service suppliers like hotels, and boat cruise operators will apply.

Gorilla and chimpanzee Permit cancellation rules of UWA Uganda & RDB Rwanda will apply.


No refunds, either in part or in full, will be made for unused entrance permits or tickets, ground transportation, meals and accommodation, or sightseeing tours not taken.

Heart of Uganda reserves the right to cancel any scheduled tour prior to departure for any reason whatsoever, including but not limited to an insufficient number of tour participants, and insecure local conditions. Should this happen, the entire payment will be refunded without further obligation or liability on the part of the Company.

Airline schedules and local conditions may affect accommodation and routings. Should this occur Heart of Uganda will endeavor to substitute a suitable arrangement of similar value or next value.

Disclaimer of the Accuracy of information on our website
We make every effort to ensure that we accurately represent these products and services and their potential for quality and level of reliability. Satisfaction and level of enjoyment as perceived vary from person to person and customers may estimate, rate, and value our travel services and those of our travel service partners differently. The information we provide on our website and during the process from your first inquiry to the time of booking, and making a payment, is what we think can possibly be of a good service to our customers. There is no guarantee that you will get these same levels of satisfaction and you accept the risk that the perception of levels of comfort and satisfaction differ by individual.

There are no guarantees concerning the level of satisfaction you may experience. The testimonials and examples used on our website and the recommendations and referrals from our previous clients are selected and posted in good faith for promotional purposes. They are not intended to represent or guarantee that anyone will achieve the same or similar results.

Each individual’s level of satisfaction with our services and those of the service suppliers we recommend depends on his or her background, travel experience, personality, and motivation.

There is no assurance that examples of past experiences of our previous customers can be duplicated in the future. There are some unknown risks in the travel industry that we cannot foresee including but not limited to the local conditions, country and regional conditions vary and may adversely affect the level of expected and or perceived satisfaction which in turn can reduce the final enjoyment of your travel with Heart of Uganda.

As our customer, you are in complete control of your travel planning needs. This includes controlling the use of information you provide to the Heart of Uganda for purposes of arranging and planning your travel needs.

Heart of Uganda shall take all reasonable measures to ensure that the information that you provide will remain confidential and protected from unauthorized access but Heart of Uganda does not warrant against unauthorized access and will not be liable for any unauthorized access by any means to that information.

When you reserve or purchase travel services through Heart of Uganda, you will be deemed to have given your consent for the Heart of Uganda to provide information about you to the airline, car rental agency, hotel, and other third parties for the purpose of ensuring the successful fulfillment of your travel arrangements and planning. Heart of Uganda shall be entitled to use the information you provide to customize the content of our site to meet the needs of our customers and make product improvements.

Heart of Uganda will either send you an e-mail message or call you personally confirming each reservation you transact online. We do not sell individual customer names or other private profile information to third parties. We respect and will continue to respect the
privacy of our customers who use the Company’s online reservation system.

Amendment of these Terms & Conditions
Amendment of these terms and conditions is entirety at the discretion of Heart of Uganda as deemed necessary and may change without notice.

This Agreement is governed by the laws of the Republic of Uganda and you agree to submit to the exclusive jurisdiction of the courts of Uganda.