TERMS AND CONDITIONS

1. Booking Procedure:

A provisional booking will be made by Serenity Trails Travel Agency, upon your request, at the lodges and camps you wish to visit. We will hold this reservation for 14 days, after which a 25% non-refundable deposit is required to confirm the booking. Upon receipt of the full balance, you will receive your vouchers, itinerary, and additional information as confirmation of your reservation. We will then require your rooming lists, dietary requirements, and estimated arrival and departure times. FULL PAYMENT IS REQUIRED 90 DAYS BEFORE THE TRAVEL DATE.  

If we are handling a lodge booking for you, all safety and transport details will be provided by us. For a FULL Self-Drive Itinerary (including vehicle hire, campsites, national parks, and activities), we will provide comprehensive information. However, if we are only booking campsites or national parks based on an itinerary provided by you, you are responsible for all logistics and planning. We are available for advice but are not responsible for any lack of information unless explicitly paid to provide a full self-drive package.  

A one-time service fee of BWP 850.00 will be charged for our services.  

2. Serenity Trails Cancellation Policy:

Cancellations are only effective upon receipt of written notification. The following scale of charges applies as a percentage of the total tour price:  

• 60 or more days’ notice: 25% deposit forfeited.  

• 59 to 30 days’ notice: 50% forfeited.  

• Less than 30 days’ notice: 100% forfeited.  

Note: Serenity Trails Travel Agency is not liable for any refunds. However, refunds (if applicable) will be processed according to each service provider’s policy.  

If a guest fails to arrive on the travel date without prior notice, no refund will be issued.  

Additional Notes:

• All refunds exclude the BWP 600 booking fee.  

• All refunds exclude the 5% surcharge for card payments.  

• Government levies or fees (e.g., National Parks, community campsites) are non-refundable once paid.  

3. Refunds:

While Serenity Trails Travel Agency strives to ensure all accommodations and activities are available as planned, we are not liable for refunds if any service is unavailable and a reasonable alternative cannot be arranged. No refunds will be issued for unused services, concerns about wildlife populations, weather conditions, or accessibility to amenities.  

We reserve the right to modify itineraries if campsites, lodges, or national parks become unavailable, substituting them with options of similar value. We are not responsible if accommodations or experiences do not meet expectations based on marketing materials. Refunds, if applicable, will be processed within 6 months of the travel date.  

4. Prices: 

We aim to maintain accurate and up-to-date pricing. However, we reserve the right to adjust prices due to factors such as airline fees, exchange rates, or other unforeseen increases. Safari lodge prices include all meals as stated on your booking form, unless otherwise specified. Drinks are only included if explicitly stated.  

Guests are not permitted to bring their own food or drinks into lodges, except at campsites. Meals are available for campers at additional costs, as determined by lodge managers.  

5. Age Limits in Camps and Lodges:

Some lodges and camps have age restrictions. We will advise you accordingly during the booking process. Children sharing accommodation with parents may be subject to different rates. Failure to disclose the correct ages of children will result in penalties charged by the lodges, for which the client will be responsible.  

Some lodges require private vehicles for families with children, and we will inform you of these requirements at the time of booking.  

6. Travel Itineraries:

We require your estimated arrival times at lodges to ensure your safety, as many lodges are accessed via dirt roads. If you encounter issues (e.g., getting stuck in sand), lodge managers can assist if they have accurate arrival times.  

4x4 vehicles are mandatory for travel in Botswana. Traveling without a 4x4 is at your own risk, and no refunds will be issued for travel disruptions due to road conditions.  

7. Campsite Information:

• National Park campsites accommodate a maximum of 8 persons and 3 vehicles per site.  

• During peak seasons or public holidays, campsite operators may require spacing adjustments between groups, which is beyond our control.  

• Ablution facilities include a toilet cubicle, shower, and hand basin. Hot water is not guaranteed.  

• Firewood must be purchased before entering National Parks, as collecting wood within parks is illegal.  

• Campsites are unfenced, and dangerous animals may wander through. Children must be supervised at all times.  

• Walking is prohibited unless on a pre-arranged guided tour.  

8. Payment: 

All bank charges for transfers are the customer’s responsibility. Payments can be made via cash, credit card (subject to a 5% surcharge), or bank transfer. Please email us a copy of your payment receipt for confirmation.  

9. Baggage (for Charter Flights):

Baggage on charter flights is restricted to 20kg per person in soft bags, including camera equipment and carry-on luggage. Hard suitcases are not permitted.  

10. Travel and Medical Insurance:

It is the guest’s responsibility to secure comprehensive travel and medical insurance covering cancellations, medical emergencies, evacuation, repatriation, and loss/theft of personal items. Serenity Trails Travel Agency is not liable for any costs or losses arising from unforeseen events.  

11. Responsibility:

Serenity Trails Travel Agency, its representatives, employees, and agents are not liable for any loss, damage, injury, or death arising from delays, sickness, theft, or other causes. We reserve the right to cancel or alter safaris due to weather, strikes, war, or other unforeseen circumstances. Additional expenses incurred will be the guest’s responsibility.  

The person making the booking assumes full responsibility for payments and agrees to these terms on behalf of all travelers.  

12. Indemnity:

All guests are required to complete and sign an indemnity form upon arrival at lodges. This is for your safety and must be completed truthfully.  

By booking with Serenity Trails Travel Agency, you agree to these terms and conditions. We look forward to creating an unforgettable adventure for you in Botswana!