These Terms of Service ("Terms") govern all bookings, services, and transactions between Satimax Travel & Tours Ltd ("Satimax", "we", "us", "our") and any customer, traveller, or agent ("you", "client") who books or enquires about our services. By making a booking or payment you confirm that you have read, understood, and accepted these Terms on behalf of yourself and all members of your party.
Satimax Travel & Tours Ltd is a registered company in Rwanda, licensed as an IATA-certified travel agent, operating from TCB Building, F2B-021C, KG 9 Ave, Kigali, Rwanda.
Services We Provide
Satimax offers the following travel and tourism services:
- — Safari & gorilla trekking — Guided wildlife experiences in Rwanda, Uganda, Tanzania, and Kenya — gorilla trekking in Volcanoes NP, chimpanzee tracking, and Serengeti game drives.
- — Holiday packages — Curated multi-day itineraries combining accommodation, transfers, guided activities, and meals.
- — Flight ticketing — IATA-certified booking of domestic and international air tickets across our 14 airline partners.
- — Visa assistance — Guidance, document preparation, and application support for visas to China, USA, UK, UAE, Canada, Europe (Schengen), Australia, India, and more. We are an assisting agency; final decisions rest with the relevant embassy.
- — Car rental with driver — Self-drive and chauffeured vehicle hire in Rwanda and across East Africa.
- — Hotel & accommodation reservations — Sourcing and booking lodges, hotels, and apartments.
- — Apartment accommodation — Short- and medium-term furnished apartment rentals in Kigali.
- — Study abroad programmes — Counselling and placement support for international academic opportunities.
Bookings and Confirmation
2.1 How to book
Bookings may be made via WhatsApp, email, telephone, or our website contact form. A booking is not confirmed until you receive written confirmation from Satimax and the required deposit or full payment has cleared.
2.2 Accuracy of information
You are responsible for providing accurate names, passport details, travel dates, and contact information. Satimax is not liable for losses arising from incorrect information supplied by the client.
2.3 Group bookings
The lead traveller who makes a group booking accepts these Terms on behalf of all members of the group and is responsible for ensuring all group members are informed of the Terms.
Pricing and Payment
3.1 Pricing
All prices are quoted in USD or RWF as stated in your itinerary or quotation. Prices are subject to change until full payment is received. Satimax may adjust prices due to changes in airline fuel surcharges, government taxes, park entry fees, or currency fluctuations.
3.2 Deposit and balance
Most bookings require a non-refundable deposit of 30% at the time of confirmation. The balance is due no later than 30 days before departure unless otherwise agreed in writing. For bookings made within 30 days of departure, full payment is required immediately.
3.3 Payment methods
We accept bank transfer, mobile money (MTN MoMo, Airtel Money), and credit or debit card. All bank charges and transfer fees are the client's responsibility.
3.4 Air tickets
Airfares must be paid in full at the time of booking. Ticket prices are locked only upon full payment and issuance of the e-ticket.
Cancellations and Refunds
4.1 Cancellation fees (tours & packages)
All cancellations must be submitted in writing to info@satimaxtravels.com.
| Notice period | Fee |
|---|---|
| More than 60 days before departure | Deposit forfeited only |
| 30–60 days before departure | 50% of total cost |
| 14–29 days before departure | 75% of total cost |
| Less than 14 days before departure | 100% — no refund |
Gorilla trekking permits are non-refundable once issued by the Rwanda Development Board or Uganda Wildlife Authority, regardless of cancellation date.
4.2 Air tickets
Air ticket refunds and changes are governed by the individual airline's fare rules. Amendment fees charged by the airline are passed directly to the client. Satimax charges no additional service fee for changes requested in good time.
4.3 Visa fees
Embassy and consulate application fees are non-refundable in all circumstances, including visa refusal. Satimax's service fee is non-refundable once document review has begun.
4.4 Cancellations by Satimax
If Satimax cancels a booking due to circumstances within our control, we will offer a full refund of monies paid or an alternative itinerary of equal value. We are not liable for indirect costs such as non-refundable flights or accommodation booked independently.
Changes and Amendments
Requests to amend confirmed bookings must be made in writing. We will accommodate changes where possible subject to availability, and any price difference or supplier amendment fee will be communicated before the change is confirmed. A RWF 10,000 (or equivalent) admin fee may apply per amendment after confirmation.
Travel Documents and Entry Requirements
It is the client's sole responsibility to hold a valid passport (minimum six months' validity beyond the return date), the correct visa or entry permit, and any required vaccination certificates — including yellow fever where applicable.
Health, Fitness, and Special Requirements
Gorilla trekking and some safari activities involve strenuous hiking at high altitude. You must be in good health and inform us of any medical conditions, disabilities, or dietary requirements at the time of booking. We will do our best to accommodate special needs but cannot guarantee this in all circumstances.
Satimax strongly recommends appropriate travel insurance covering medical evacuation, trip cancellation, and personal liability. We do not provide travel insurance but can refer you to providers on request.
Limitation of Liability
Satimax acts as an agent for third-party suppliers including airlines, hotels, national park authorities, and ground operators. We accept no liability for acts or omissions of third-party suppliers, for events beyond our reasonable control, or for indirect or consequential losses.
Force Majeure
Satimax is not liable for failure to perform any obligation caused by circumstances beyond our reasonable control, including: natural disasters, pandemic, war, civil unrest, government travel advisories, park closures, or strikes. In such events we will make reasonable efforts to offer alternative dates or a credit note, but refunds are at our discretion and subject to supplier policies.
Client Conduct
Clients must follow the instructions of Satimax guides and national park rangers at all times. Any behaviour that endangers wildlife, other travellers, or local communities may result in removal from the activity without refund. Clients are liable for any damage caused to vehicles, accommodation, or equipment through negligent or wilful acts.
Privacy
Your personal data is handled in accordance with our Privacy Policy, which forms part of these Terms.
Governing Law and Disputes
These Terms are governed by the laws of the Republic of Rwanda. Any dispute that cannot be resolved amicably will be referred to the competent courts of Kigali, Rwanda. If you are a consumer in the European Union, you retain any mandatory rights granted under applicable EU consumer protection legislation.
Changes to These Terms
We may update these Terms from time to time. The current version is always available at satimaxtravels.com/terms. Material changes will be communicated by email to clients with active bookings. Continued use of our services after changes are posted constitutes acceptance of the updated Terms.
Contact
Questions about these Terms should be directed to:
info@satimaxtravels.com
+250 784 169 657
Address
TCB Building F2B-021C
KG 9 Ave, Kigali, Rwanda