Terms & Conditions

By making a booking, using any of our services, or accessing any functionality on this website, you (the customer) enter into the following legally binding agreement with Viatu AG ('Viatu'). These conditions apply to all bookings made through Viatu, including accommodation, transportation, and third-party activities. Where you book flights through Viatu, those are provided on a separate basis as set out in Section 3 and Section 10.

Please read these terms carefully before proceeding with a booking. In addition to these general conditions, specific cancellation terms for your itinerary will be highlighted at the time of booking.

1. General

1.1 Governing Law

This agreement and all use of Viatu services are governed by the laws of Switzerland, and the Swiss courts shall have jurisdiction over any disputes. Where you are resident in a country whose mandatory consumer-protection laws give you additional rights or access to your local courts, nothing in these Terms removes those rights.

1.2 Updates

These terms may be updated from time to time as our policies change or when legislation requires it. The terms that apply to your booking are those in force at the time you confirm that booking. Where we update these terms, we will publish the revised version, and any material change affecting an existing booking will be communicated to you and will apply only with your agreement or where required by law.

2. Confirmation & Payment

2.1 Deposit

To secure your booking, a 50% deposit is required at the time of confirmation. This deposit forms part of your total trip price and is subject to the cancellation policy applicable to your booking (see Section 6). For certain bookings, full payment (100%) may be required upfront.

2.2 High-Commitment Services

Gorilla permits and certain accommodations require full payment (100%) at the time of booking to guarantee availability. Where this applies, it will be confirmed in writing in your booking confirmation. These payments are non-refundable except as expressly provided in these Terms or as required by mandatory Swiss law. For flight payment terms, please refer to Section 3.

2.3 Final Balance

The remaining balance must be settled no later than 61 days before departure ('Balance Due Date'). For bookings subject to a more restrictive cancellation policy, significant charges may begin earlier than 61 days before departure; in those cases Viatu will confirm an earlier payment deadline at the time of booking. Viatu may charge a late-payment administration fee of CHF 50 for balances received after the Balance Due Date but before cancellation is actioned. Failure to pay by the Balance Due Date may result in cancellation under Section 2.5.

2.4 Late Bookings

Reservations made within 61 days of departure require full payment at the time Viatu issues a booking confirmation. No reservation is binding until cleared funds have been received. For bookings made within 14 days of departure, payment must clear within 24 hours of Viatu's confirmation or the reservation will be released.

2.5 Failure to Pay

Failure to meet any payment deadline will entitle Viatu to cancel the booking. Upon such cancellation: (a) the applicable cancellation charges in Section 6 will apply; (b) Viatu will retain deposits and payments received up to the amount of those cancellation charges, which represent a reasonable pre-estimate of Viatu's loss; and (c) Viatu shall not be liable for any resulting loss of travel arrangements. Any payments received that exceed the applicable cancellation charge will be refunded to you.

2.6 Currency & Exchange Rate Risk

All payments are due in the currency stated on your booking confirmation. Exchange rates are not locked at the time of deposit. If the exchange rate changes between the deposit and final balance payment, the difference remains the client's responsibility. Viatu is not responsible for such fluctuations.

2.7 Client Fund Protection

Viatu AG is subject to the Swiss Federal Act on Package Travel (SR 944.3). Traveller funds are protected against Viatu's insolvency in accordance with Swiss law.

3. Flight Bookings

Viatu works with a dedicated flight desk to offer seamless itinerary bookings. Flights are offered as a separate service and invoiced independently from your travel package.

Because of the dynamic nature of the aviation industry, flight bookings are governed by their own airline-specific conditions. When you book flights through Viatu, we act solely as an intermediary between you and the airline. Your contract of carriage is concluded directly with the airline, and their conditions of carriage apply in full. Flights are provided on an intermediary basis as set out in Section 10.2 and are not part of any package organised by Viatu, even when they appear within the same itinerary or invoice.

3.1 Pricing & Quotes

Quoted flight prices may differ from those shown directly on the airline's website. Where possible, we suggest coordinating your flights through Viatu so that your connections and timings align with the rest of your itinerary, particularly for travel within Africa, where independently booked flights frequently cause scheduling conflicts that are difficult to resolve once travel has begun.

Flight prices are dynamic and subject to change until the moment of ticket issuance. Changes may arise from fuel surcharges, taxes, currency movements, or availability shifts. A price is only confirmed once the ticket has been issued by the airline.

Quote Validity: If you do not confirm your flight within 24 hours of receiving a quote, Viatu will re-quote the fare and notify you of any change.

3.2 Booking & Passenger Details

To book your flights, we need a copy of your passport, which provides your full name as it appears on your passport, passport number, date of birth, and nationality. It is your responsibility to provide this accurately and promptly. Passenger names on tickets must match passports exactly. Many airlines will not accept one-letter names or surnames.

Providing incomplete or inaccurate details may result in you being unable to board, or the airline being unable to change the names. Any costs to reissue or change a ticket as a result of incorrect information are the client's responsibility and will be invoiced accordingly.

Securing Your Fare: Should Viatu book and confirm internal, domestic, or regional flights, passport copies and full payment will be required upon invoice to secure the price quoted. Airfares cannot be guaranteed until payment has been received in full and the air ticket(s) have been issued. If passport copies and/or payment are not received by the applicable deadline, Viatu reserves the right to re-issue the invoice should there be an increase in airline fares or related costs, and any such increase is the client's responsibility.

3.3 Schedule Changes

Airlines may change flight schedules due to operational, weather, or regulatory reasons. Clients will be notified of significant changes. Although Viatu will do its best to assist with rerouting or alternative arrangements, Viatu cannot cover costs for missed services (e.g. transfers, accommodation, activities) resulting from flight disruptions or delays.

Flight Complaints: For all flight-specific issues, including delays, cancellations, schedule changes, or baggage claims, clients must contact the relevant airline directly in the first instance. Viatu is not the operating carrier. Viatu may assist with general guidance as a courtesy, but the airline remains responsible for the operation of your flight.

3.4 Amendments, Cancellations & Refunds

Airline fare rules apply to all tickets; cancellations and amendments depend on the specific airline policy.
If you request a change, Viatu will invoice you for any airline change fees and fare differences.
The vast majority of airline tickets are non-refundable. A refund from the airline is not guaranteed and in most cases will not be issued.
Where a refund is permitted under the applicable fare rules, Viatu may, as a courtesy, assist in submitting the refund request. Any refund is issued at the airline's discretion.
Name Changes: Airlines do not generally permit name changes after ticket issuance. Any name change will be treated as a cancellation and rebooking. See Section 17.

3.5 Baggage

Baggage allowances vary by airline, route, and fare class. Always verify with your specific airline before travel. Light aircraft flights (bush and lodge transfers) are usually restricted to 15 to 20 kg including hand luggage, soft-sided bags only. Baggage is the traveller's responsibility throughout, and Viatu accepts no liability for lost, delayed, or damaged luggage, save where such liability cannot be excluded under mandatory law. Travellers weighing 100 kg or more must notify Viatu at the time of booking, as an additional seat may be required for certain aircraft, at the client's cost.

3.6 Special Requests & Loyalty Programmes

Requests such as dietary needs, seating preferences, or special assistance may be communicated to the airline, but Viatu cannot guarantee fulfilment. Viatu cannot add frequent flyer details, manage mileage accruals, or guarantee airline loyalty benefits.

3.7 Infants & Minors

Airlines have specific policies regarding infants and minors. These vary by airline and are the responsibility of the traveller to verify and comply with.

3.8 Force Majeure (Flights)

Flight disruption caused by unavoidable and extraordinary circumstances is governed by the airline's conditions of carriage and applicable air-passenger-rights rules. Viatu's obligations in respect of the package are set out in Section 8. Comprehensive travel insurance is essential.

3.9 Client Responsibilities Summary

By booking flights through Viatu, clients acknowledge responsibility for providing accurate personal details, securing all required travel documentation, familiarising themselves with the airline's fare rules and baggage policy, communicating special requests promptly, and purchasing comprehensive travel insurance.

3.10 Data Protection

Viatu handles all personal data, including passport details, in compliance with Swiss data protection law and GDPR standards.

3.11 Support

For flight-related assistance, please contact your Viatu concierge team. Office hours are Monday to Friday, 08:30 to 17:00 SAST. Emergency assistance is available outside office hours; airline coordination may result in longer response times.

4. Price Increases & Adjustments

4.1 Quotes and booking confirmations are based on external costs from third-party providers, including airfares, airport taxes, fuel costs, car rental prices, and national park entrance fees, over which Viatu has no control.

4.2 Where third-party costs increase after booking, Viatu may pass on the increase. The price of your booking will not be increased within 20 days of departure. Where any increase exceeds 8% of the total package price, you may either accept the change or terminate the booking without penalty and receive a full refund of payments made for services not yet provided, in accordance with SR 944.3. Expected increases from providers typically range between 5 and 10%.

4.3 Viatu will communicate any known cost increases to you in advance wherever possible. Airlines, road transport companies, and government or park authorities may apply increases (such as fuel surcharges, road usage fees, or revised park entrance fees) close to or at the time of service, and any such increase falling outside the package price is your responsibility and must be paid to Viatu or directly to the relevant provider as instructed.

5. Claims & Refunds

5.1 In the event of a cancellation, Viatu offers two options: a monetary refund or a travel voucher applicable to a future itinerary. The amount will be calculated at the time of cancellation based on the applicable cancellation policy. Where mandatory law entitles you to a refund, you may always choose the monetary refund.

5.2 Refunds may be subject to bank transfer fees, payment processing fees, and any other transaction-related costs, which will be borne by the client.

5.3 Currency exchange rates will be applied at the prevailing daily rate on the day the refund is processed.

5.4 Refunds for services missed due to circumstances within the client's control are not provided. Refunds where your trip is affected by unavoidable and extraordinary circumstances are governed by Section 8. Your travel insurance may cover matters that fall outside Viatu's obligations.

6. Amendments & Cancellation Policy

All booking amendments, cancellations, or reductions must be communicated to Viatu in writing by email. Requests will take effect from the date Viatu sends written confirmation.

6.1 Cancellation Policies

Different cancellation policies apply depending on the booked accommodation, transportation, and activities, and reflect the cancellation terms of the suppliers included in your itinerary. The tier applicable to your booking (Flexible, Moderate, or Strict) will be confirmed to you in writing at the time of booking, before you are required to pay.

Flexible

Cancellation Window (Before Departure)	Cancellation Charge
Prior to 32 days before departure	0% of total booking price
Within 31 days of departure	100% of total booking price

Moderate

Cancellation Window (Before Departure)	Cancellation Charge
Prior to 62 days before departure	0% of total booking price
61 to 32 days before departure	50% of total booking price
Within 31 days of departure	100% of total booking price

Strict

Cancellation Window (Before Departure)	Cancellation Charge
Prior to 92 days before departure	50% of total booking price
Within 91 days of departure	100% of total booking price

These tiers reflect the cancellation terms imposed on Viatu by the suppliers in your itinerary, which are higher for the remote and fixed-cost services typical of African travel. Where a supplier imposes charges beyond the applicable tier, those charges are passed through to you and will be communicated at the time of cancellation. The applicable tier will be confirmed at the time of booking.

6.2 Itinerary Amendments

Amending a booking typically requires cancelling and rebooking services, and amendments are subject to the applicable cancellation policy.
Changes requested during travel may not be possible due to short notice and limited availability.
In addition to Viatu's standard cancellation charges, you are liable for any cancellation fees, penalties, or charges imposed by individual suppliers as a direct result of your cancellation or amendment. These will be communicated at the time of cancellation.
Early Departure: Should you choose to depart before the scheduled completion of your trip, no refund will be given for unused services, save where mandatory law provides otherwise.
Change & Rebooking Fee: A flat fee of CHF 100 per request applies to any change or rebooking (including moving travel dates or changing accommodation), in addition to any supplier cancellation charges or fare differences.
Adding Activities: Adding new activities or experiences is free of charge.
Flight Amendments: Amendments to flights are governed exclusively by the airline's fare rules as set out in Section 3.4 and are not subject to the CHF 100 change fee.

7. Group & Individual Cancellations

7.1 For group bookings (2+ people), if one or more travellers cancel or amend their booking, the standard cancellation policy may not apply to the remaining group.

7.2 Many services in remote destinations are priced on a fixed per-unit basis (e.g. per room or per vehicle). In the event of a partial cancellation, no refund can be given to the individual(s) cancelling where the unit cost remains payable. For example, if a room booked for three has a fixed price of CHF 300 per night and one person cancels, Viatu cannot refund CHF 100 to that person. The same applies to car rentals and transfers.

7.3 For groups of 10 or more people, higher cancellation charges may apply, and these will be confirmed at the time of booking.

8. Unavoidable & Extraordinary Circumstances (Force Majeure)

8.1 'Unavoidable and extraordinary circumstances' means a situation beyond Viatu's control the consequences of which could not have been avoided even if all reasonable measures had been taken, including war, civil unrest, serious security risks, significant risks to human health such as an epidemic, natural disasters, severe weather, and government-mandated travel restrictions.

8.2 Where such circumstances significantly affect the performance of your package, or significantly affect carriage to your destination, you may terminate the booking before departure without paying a termination fee, and you will receive a full refund of all payments made for services not yet provided. This does not entitle you to additional compensation.

8.3 Where such circumstances arise during your trip and prevent delivery of booked services, Viatu will make reasonable efforts to arrange suitable alternatives at no extra cost where the alternative is of equivalent standard. Refunds for services not provided will be made in accordance with SR 944.3. Costs that are personal to you, such as additional meals, accommodation beyond the booked itinerary, or onward travel, are your responsibility and are the kind of cost that comprehensive travel insurance is intended to cover.

8.4 Viatu is not liable to fund, compensate, or reimburse consequential or personal costs you incur as a result of such circumstances, beyond the refund and assistance obligations set out above and under SR 944.3.

8.5 Flights booked as a separate service are governed by the relevant airline's conditions of carriage and applicable air-passenger-rights rules, and fall outside this Section to that extent.

9. Booking Amendments by Viatu

We are committed to ensuring any changes we initiate are aimed at maintaining or enhancing your travel experience. In accordance with the Federal Act on Package Travel (SR 944.3), Viatu reserves the right to make adjustments where necessary.

If we are unable to deliver services originally included in your package (e.g. due to a decline in accommodation quality or unforeseen closures), we will propose suitable alternatives. In the event of a significant change or cancellation initiated by Viatu, we will notify you promptly and offer the following options:

Accept the modified arrangements, with applicable refunds or additional payments processed accordingly.
Maintain the original itinerary, if feasible.
Choose an alternative comparable itinerary; if less expensive, the difference will be refunded, and if more expensive, you will be responsible for the additional cost.
Cancel your booking for a full refund of all monies paid to Viatu.

10. Viatu's Role & Responsibility

10.1 Where you book a combination of travel services from Viatu that constitutes a package under the Federal Act on Package Travel (SR 944.3), Viatu acts as the organiser of that package. Viatu is responsible for the proper performance of all travel services included in the package, regardless of whether those services are performed by Viatu or by third-party suppliers, in accordance with that Act.

10.2 Certain services are provided on a separate basis and do not form part of the package. Flights booked through Viatu's flight desk are provided on an intermediary basis only: your contract of carriage is with the airline, the airline's conditions apply, and these are governed by Section 3 rather than by the organiser responsibility in 10.1.

10.3 Third-party suppliers may have their own terms that apply to the on-the-ground delivery of their services, and you may be asked to sign supplier waivers on arrival. Those terms operate alongside these Terms. Nothing in a supplier's terms reduces Viatu's responsibility as organiser under 10.1 or your mandatory rights under SR 944.3.

10.4 Viatu remains responsible as organiser even where it describes itself elsewhere as a curator or selector of services; that description reflects how trips are designed and does not change Viatu's legal responsibility for the package.

11. Travel Insurance

Viatu strongly recommends that all travellers hold comprehensive travel insurance for the duration of their trip, covering at a minimum: medical emergencies and evacuations, trip cancellation and curtailment, disruption caused by unavoidable and extraordinary circumstances, and loss of personal belongings.

If you choose not to obtain adequate insurance and subsequently need to cancel, or require medical or emergency assistance during your trip, you remain liable for resulting costs that fall outside Viatu's obligations under these Terms and applicable law. We recommend choosing a reputable insurer whose coverage is suited to remote and wilderness travel. Clients are encouraged to confirm their insurance details on the pre-departure traveller form before the trip.

12. Limits of Responsibility

12.1 General

Where Viatu acts as organiser under Section 10.1, it is responsible for the proper performance of the package in accordance with SR 944.3. Subject to that responsibility and to Section 12.5, Viatu is not liable for personal injury, property damage, or other loss arising from the acts or omissions of an independent supplier in respect of services that do not form part of the package, or from any event amounting to unavoidable and extraordinary circumstances under Section 8.

12.2 Assumption of Risk

Travel in remote and wilderness destinations involves inherent risks. By booking certain activities, you voluntarily accept those inherent risks. Activities carrying inherent risk of personal injury include, but are not limited to: trekking and walking safaris, horseback safaris, quad bike activities, canoeing, boating and white-water rafting, primate tracking, fly camping and bushwalking, hiking, and guided game drives. This Section does not exclude Viatu's liability for its own negligence, which is addressed in Section 12.5.

12.3 Medical Non-Disclosure

If you participate in an activity that is unsuitable for a medical condition, disability, or allergy that was not disclosed to Viatu before booking (as required by Section 15), Viatu is not responsible for loss arising from that non-disclosure, to the extent the loss results from the information not being disclosed. This does not affect Viatu's liability under Section 12.5.

12.4 Own Arrangements

Viatu accepts no responsibility for activities, tours, flights, or accommodation you arrange independently outside of your Viatu package.

12.5 Limitation of Liability

(a) Nothing in these Terms limits or excludes Viatu's liability for: (i) death or personal injury caused by Viatu's negligence or that of its employees or agents; (ii) Viatu's own unlawful intent or gross negligence; (iii) fraud or fraudulent misrepresentation; or (iv) any liability that cannot be limited or excluded under mandatory Swiss law, including the Federal Act on Package Travel (SR 944.3).

(b) Subject to paragraph (a), and to the fullest extent permitted by Swiss law, Viatu's liability for any claim arising out of or in connection with a service that was not properly performed shall be limited to the price paid to Viatu for that specific service. Where a claim cannot be attributed to one identifiable service, Viatu's total aggregate liability shall not exceed the total price paid by you to Viatu for the booking.

(c) Subject to paragraph (a), Viatu shall not be liable for loss or damage that was not foreseeable, for loss that does not arise from Viatu's breach, or for business losses (Viatu supplies services to consumers for private travel only).

(d) Where Viatu acts as organiser of a package under SR 944.3, its liability for the proper performance of the package is governed by that Act and the remedies it provides, and this Section is read consistently with those statutory rights.

(e) You agree to indemnify Viatu against third-party claims, liabilities, and reasonable costs arising from your breach of these Terms, your unlawful act or wilful misconduct, or any material misrepresentation made in connection with your booking. This indemnity does not apply to the extent any loss is caused by Viatu, and does not require you to indemnify Viatu against its own liability.

13. Passport & Visa Requirements

13.1 All travellers to Africa must hold a passport valid for at least 6 months beyond their planned return date.

13.2 Your passport must contain at least two consecutive blank pages per country visited. Passengers who do not meet this requirement risk being denied boarding or deported upon arrival.

13.3 Visa and entry requirements vary by nationality and can change at short notice. It is your responsibility to verify and meet all entry requirements before departure, using official government sources or a reputable visa-information service. Viatu is not liable for inaccurate or outdated information provided by third-party tools.

13.4 All costs associated with obtaining required travel documents are your responsibility.

14. Travelling with Children

Parents travelling with children (under 18) to or from southern Africa may be required to produce the child's unabridged birth certificate. A parent travelling without the other parent may need a police-certified consent affidavit from the absent parent. Requirements vary by country; please verify with the relevant embassy or consulate before departure.

15. Disability & Medical Conditions

15.1 You must disclose any medical conditions, food allergies, disabilities, or special requirements to Viatu before confirming your booking. This information may affect the suitability of booked activities and the assistance we can provide.

15.2 Failure to disclose relevant medical information may limit our ability to support you and the suitability assessment we can make for booked activities.

15.3 If you are unable to travel due to a pre-existing condition that was not disclosed at the time of booking, the applicable cancellation charges in Section 6 will apply.

16. Health & Vaccinations

It is your responsibility to ensure you are aware of all required and recommended vaccinations, health precautions, and screening procedures well in advance of departure. We recommend consulting a travel health professional promptly and starting any preventive measures (e.g. antimalarials) in time to be effective throughout your trip.

17. Transferring Bookings

17.1 You may transfer your booking to another person who meets all applicable conditions, provided you notify Viatu in writing within a reasonable period before departure, and in any event at least 7 days before departure where the law so provides. You and the new traveller are jointly responsible for any reasonable costs incurred in processing the transfer.

17.2 For flights: since most airlines do not permit name changes after tickets are issued, transfer costs will typically amount to the full cost of the original flights, treated as a cancellation followed by a new booking.

18. Own Arrangements

18.1 Viatu is not responsible for independent arrangements you make outside of your Viatu package, including activities, tours, flights, or accommodation.

18.2 Where you choose to book connecting flights or transfers through Viatu that link to a third-party product, this does not constitute an endorsement of that product or destination by Viatu.

18.3 Viatu's responsibility as organiser is to deliver the contracted elements of your Viatu package as agreed, in accordance with Section 10.

19. Notice of Claim

We ask that any complaint or claim arising from your booking be notified to Viatu in writing as soon as reasonably possible, and preferably within 30 days of your return from the trip or of the cancellation of your booking, so that we can investigate while matters are fresh. Notifying us promptly helps us resolve your claim, but does not affect any statutory rights or limitation periods available to you under applicable Swiss law. Notification should be sent to your Viatu travel advisor or to the address stated on your booking confirmation.

20. Chargeback Disputes

Before initiating any chargeback or payment dispute with your bank or card issuer, we ask that you contact Viatu directly so we can try to resolve the matter. Where a chargeback is inconsistent with the cancellation terms you agreed at the time of booking, Viatu may present the agreed terms to your card issuer in response. This Section does not limit any statutory or card-scheme rights you have to dispute a charge.

21. Medical Care Authorisation

By booking with Viatu, you authorise Viatu, its staff, guides, and representatives to seek and arrange emergency medical care on your behalf where you are incapacitated or otherwise unable to communicate during your trip, including arranging transport to a medical facility where necessary.

You agree to be responsible for the costs of such care or transportation. Where Viatu and its representatives act in good faith and in your best interest, they are not liable for the outcome of obtaining emergency medical care or arranging transport, save for their own gross negligence or wilful misconduct. Viatu does not carry health, medical, or disability insurance for travellers; each traveller is expected to hold their own comprehensive travel and medical insurance under Section 11.