Cancellation & refund policy

The three cancellation tiers

Each tour, stay, vehicle and experience on Geob Ventures carries one of three tiers, set by the operator and shown on its booking card:

Permits, park fees and third-party services

• Gorilla and chimpanzee trekking permits are issued by the Uganda Wildlife Authority and the Rwanda Development Board. Once secured in your name they are subject to the issuing authority's rules and are generally non-refundable and non-transferable, regardless of your tour's tier.
• National park and conservancy fees already purchased for your dates follow the relevant authority's refund rules; where the authority refunds us, we pass the refund on in full.
• Flights and travel insurance booked through our partners follow the airline's or insurer's own fare and policy rules.

Changing dates instead of cancelling

Most of the time a trip doesn't need to die — it needs to move. If you ask us to reschedule before your tier's cutoff, we will move your booking to new dates within 12 months at no fee, subject to availability and any seasonal price difference. This is almost always the better outcome than a cancellation, and it protects permits where the issuing authority allows date changes.

How to cancel or request a refund

1. Email info@geob.co.ke (or message us on WhatsApp) with your booking reference and travel dates.
2. We confirm your tier, the applicable refund and any non-refundable components in writing within one business day.
3. Approved refunds are returned to the original payment method, typically within 14 days.

The date we receive your written cancellation request is the date used to apply the tier rules. If we cancel a trip — for example where a departure doesn't reach minimum numbers or conditions make it unsafe — you choose between a full refund and rebooking with any price difference covered by us.