1. Cancellation and refund rules
Refund eligibility is based on the number of days remaining before the booked service date. The refund percentage applies to the booking amount, subject to the terms shown at checkout and any stricter operator or permit rules disclosed before payment.
| Time before service date | Refund | Policy |
|---|---|---|
| 7 or more days | 95% | Full refund minus the 5% platform fee. |
| 3 to 6 days | 50% | Half of the booking amount. |
| 0 to 2 days | 25% | Quarter of the booking amount. |
| Service date has passed | 0% | No refund is available for a service that has already occurred. |
The cancellation terms shown at checkout and in your booking confirmation control if they are stricter than this general policy.
2. Service-specific rules
- Tours and airport transfers: The time-based rules above apply unless different terms are shown before payment.
- Stays: The accommodation cancellation and refund terms shown in the listing and at checkout apply.
- Boda rides, deliveries, and other transport: Cancellation eligibility depends on the service status and the terms shown before confirmation.
- Gorilla permits and special experiences: These may be non-refundable or subject to stricter government, operator, or permit rules. The applicable rule will be shown before payment.
- Operator cancellation: If an operator cannot fulfil a confirmed booking, the customer may accept a comparable replacement or rescheduled service. If the customer does not accept the alternative, BERKWO TRAVEL LTD will refund the amount paid for the unfulfilled service to the original payment method, subject to payment-provider processing times.
3. How to request a refund
Send a request to [email protected] with your booking reference, the email or phone number used for the booking, the reason for cancellation, and the requested resolution. Do not send card numbers, mobile-money PINs, or passwords.
We review refund requests against the booking terms, service status, operator terms, and any applicable permit conditions.
4. Refund processing
- Approved refunds are sent to the original payment method where the payment provider supports this.
- Processing time may depend on Flutterwave, another payment provider, a mobile-money provider, or the customer's bank.
- We do not promise one universal delivery time for every payment method. The provider may take additional time after BerkwoTravel approves a refund.
- Any applicable service fee, platform fee, operator fee, or non-refundable permit cost will be handled according to the terms shown before payment.
5. Contact and disputes
Refund questions and disputes should first be sent to [email protected].
Plot 12, Main Street, Jinja, Uganda
+256 770 800 882