Terms & Conditions
Welcome! As part and parcel of our journey together, we should explore the legal lay of the land. On this page, you will discover your legal rights and the rights you give to us when using Viatu. Even the wild’s got to have some rules, right?
(By accessing or using any functionality on this website, you, the customer, enter into the following agreement with Viatu AG (‘Viatu’). By booking accommodation, transportation and/or other activities through Viatu, you accept, by extension, the terms and conditions of use of the corresponding supplier(s).
Jurisdiction and governing law: The online terms shall be governed by and interpreted according to the laws of the federal state of Switzerland without giving effect to any principles of conflict of law.
You should be aware that your personal safety cannot be guaranteed. Should you elect to participate in potentially dangerous activities while you are on tour, you are, of course, free to do so. However, such participation will be at your own risk and Viatu assumes no responsibility for your safety.
Reservations & Payments
Reservations are accepted after Viatu receives full payment of the total booking request. Payment can be made by bank transfer or by credit card. If paying by bank transfer, it is the customer’s duty to ensure all bank fees are paid by themselves and that Viatu receives the full amount within 72 hours, with confirmation of payment sent by email upon transfer.
Within 3 working days of receiving your payment, Viatu will contact you with your booking confirmation, consisting of the booked itinerary and the total price (with inclusions and exclusions).
Failure to deliver complete payment within the 72 hours will be considered notification of cancellation unless Viatu is previously notified of any potential delays.
Viatu will send you a quote for the trip you have selected. The quotation is subject to availability and the price can vary due to exchange rate variations. That is to say, your travel arrangements and quoted price may change from the time you receive a quotation until you confirm it and settle the invoice. After the invoice is settled, your itinerary will be confirmed automatically, and no further fees will be charged unless there are additional changes to the itinerary requested.
Cancellation & Refunds
If a customer is unable to travel, Viatu must be notified as soon as possible so as to avoid additional/avoidable cancellation fees. Note that different cancellation policies apply depending on the booked accommodation, transportation services, and activities. Certain bookings made with Viatu have the additional benefit of specially negotiated bespoke terms. If Viatu’s Flexible Cancellation Policy applies to your booking, it will be highlighted to you and detailed within your travel documentation. Our standard terms and conditions remain in full effect, except where specific terms enhanced by Viatu’s Flexible Cancellation Policy apply.
Super Flexible Cancellation Policy - Covid-19 Related Cancellation Policy
The ‘super flexible’ cancellation policy applies to any reservation involving accommodations and activities labelled as ‘super flexible’.
If the customer is unable to travel because of Covid-19 related causes, no cancellation or rebooking fee applies if we are notified up to 48 hours before the arrival time of the customer at the travel destination.
If the cancellation happens within 48 hours of the arrival time, Viatu cannot guarantee the possibility of rebooking at a later date, without a penalty. In case of cancellation within 48 hours of arrival at the travel destination, Viatu will try to provide a partial refund, but the traveller should expect a potential cancellation fee.
Viatu reserves the right to request proof of any reasonable evidence, written statements and/or documents to support the reasons given for cancellation.
The above terms only apply to COVID-19 related reasons for cancellations, including
The Government in the customer’s country of residence does not allow non-essential travel to the destination or has implemented severer travel restrictions for the destination.
The country of destination is under an official Government imposed lockdown that prohibits customers from travelling to or entering the country.
The country of destination has no formal lockdown, but the borders are closed to all international travellers or travellers from the customer's specific country of residence.
International flights are cancelled with no alternative routing available for customers to reach the country of destination.
Customers are prevented from boarding a flight or entering the country of destination on account of health screening.
Customers have contracted Covid-19 and are under medical treatment or are in quarantine up to 48 hours prior to travel.
Find more details on our Covid-19 Policy page.
Flexible Cancellation Policy
The ‘flexible’ cancellation policy applies to any reservation involving accommodations and activities labelled as ‘flexible’.
The traveller is allowed to cancel or rebook with no penalty up to 31 days before the scheduled arrival at the travel destination. It is not necessary to provide a reason for cancellation.
Within 31 days of arrival, a partial, or no refund may be given depending on the date of notification and the accommodations, or activities, booked.
Moderate Cancellation Policy
The ‘moderate’ cancellation policy applies to any reservation involving accommodations and activities labelled as ‘moderate’.
The traveller is allowed to cancel or rebook with no penalty up to 61 days before the scheduled arrival at the travel destination. It is not necessary to provide a reason for cancellation.
Within 61 days of arrival, a partial or no refund may be given depending on the date of notification and the accommodations, or activities, booked.
Strict Cancellation Policy
The ‘strict’ cancellation policy applies to any reservation involving accommodations and activities labelled as ‘strict’.
Up to 25% in cancellation fees will be charged up to 90 days before scheduled arrival at the travel destination, with varying degrees of reimbursement made upon cancellation within the 90 days.
The customer is responsible for informing Viatu in writing, via email, of any booking amendments, confirmations, reductions or cancellations of rooms or services, in order to allow Viatu to make the required itinerary adaptations. Whenever possible, Viatu will try to make the amendments. In instances where amendments fall within the cancellation period of a booking or imply additional services (e.g. a person added to the trip), a charge may be applicable. In some instances, the customer may be due a refund.
Claims & Refunds
Except for the circumstances detailed above, Viatu does not offer complete refunds for any missed tour services. However, refunds may be covered by your travel insurance.
Limits of Responsibility
Viatu sells accommodation, transport services and other services from various independent suppliers, making sure of their quality and reliability wherever possible. However, these services cannot always be subject to Viatu’s control.
Although Viatu strives to provide the best service to ensure customer’s safety and security, Viatu cannot be liable for any personal injury, property damage or other loss that might occur due to any act or omission of any such supplier, or by reason of any other event over which Viatu has no control.
Depending on the itinerary you have selected, optional activities will be available at some of the places you visit. Some of these activities carry the inherent risk of serious personal injury. These activities include, but are not necessarily limited to:
Trekking and walking safaris
Quad bike activities
Canoe, boat and white-water rafting trips
Due to evolving global events, it is more important than ever to ensure that you have insurance coverage in place from the time that your booking is confirmed and that it is adequate and suitable for your particular needs. Please bear in mind that if you choose not to acquire appropriate insurance and subsequently have to cancel your booking due to a medical emergency, you will still be charged in accordance with our standard terms and conditions and may be unable to recover any losses you incur. Furthermore, if you require medical or any other form of assistance during your holiday, you risk not being covered and may in turn incur significant costs. Please read your insurance policy details carefully, ensure that you are familiar with the scale of your coverage and take the relevant documentation with you on your holiday.
Group & Individual Cancellations
In the case of a group booking (2+ people) where one or more people either cancel or amend the itinerary, the cancellation policy may not apply.
Note that Viatu offers hotel rooms, transport services, and activities in remote destinations. These services might have a fixed price, and in case of a partial cancellation, or amendment, no refund can be given.
For example, if a room booked for 3 people has a fixed per-room-price of €300 for a night, and if 1 person cancels, Viatu cannot refund €100 to the person cancelling. The same applies to car rentals since the rates are not subject to the number of people travelling.
Transportation Services Cancellation Policy
Should the traveller book a transfer or car rental service with Viatu, there will be no cancellation fees in the case of impossibility to travel due to Covid-19.
If the traveller needs to cancel due to any other reason, up to 30 days before the arrival date, they can get a full refund for a car rental and a 75% refund for any booked transfer services.
If the traveller cancels within 30 days of their arrival date, a varying percentage cancellation fee will apply to both types of transportation services.