Consumer Booking Terms and Conditions
For direct bookings with Stunning Kilimanjaro
Version: 1.1 | Effective date: 20-09-2026
Company name:
Contracting Organiser:
Administrative and payment support:
Primary destinations:
Stunning Kilimanjaro
Stunning Kilimanjaro – Tanzania
Stunning Kilimanjaro – The Netherlands
Tanzania & Zanzibar
1. Company and contact details
1.1 Contracting Organiser
The Contracting Organiser for Bookings made under these Booking Terms is Stunning Kilimanjaro, a business operating in the United Republic of Tanzania under a business name registered with the Business Registrations and Licensing Agency (“BRELA”) under registration number 614599 and operating under tourism licence number 034612 (TALA).
Stunning Kilimanjaro is responsible for organising and performing the Travel Services included in the Booking Contract, subject to these Booking Terms, the Booking Confirmation and any mandatory applicable law.
1.2 Netherlands service provider
The Stunning Kilimanjaro business and brand are supported from the Netherlands through a separately registered Dutch undertaking operating under the same name, Stunning Kilimanjaro, registered with the Netherlands Chamber of Commerce (“KvK”) under registration number 94077339.
The Netherlands undertaking provides administrative and commercial support to the Tanzania Contracting Organiser. Its activities may include marketing, customer communication, preparing and sending quotations, Booking Documents, invoices and payment confirmations, collecting customer payments, transferring funds, maintaining financial records and providing other back-office services.
The Netherlands undertaking performs these activities on behalf of and in support of the Tanzania Contracting Organiser. It does not become the Contracting Organiser, organiser of a Package or provider of the Travel Services in Tanzania merely because it performs administrative, commercial or payment-related activities.
1.3 Payments
Payments may be collected through a Netherlands bank account operated for Stunning Kilimanjaro’s payment administration.
A payment made in accordance with an Invoice or payment instruction issued by Stunning Kilimanjaro shall be treated as payment to the Tanzania Contracting Organiser. The use of a Netherlands bank account, a Netherlands invoice number or Netherlands payment administration does not by itself change the identity of the Contracting Organiser.
1.4 Business and contact information
Contracting Organiser:
Stunning Kilimanjaro
BRELA registration number: 614599
Tourism licence number: 034612 (TALA)
Registered in: United Republic of Tanzania
Operational correspondence address:
P.O. Box 2290
Arusha
United Republic of Tanzania
Administrative and payment support:
Stunning Kilimanjaro
KvK registration number: 94077339
Tilburg
The Netherlands
Email: info@stunning-kilimanjaro.com
Telephone and WhatsApp: +255 681 857 105 / +31 6 2247 9775
Website: https://www.stunning-kilimanjaro.com
1.5 Booking documents
The Booking Confirmation and Invoice shall identify Stunning Kilimanjaro in Tanzania as the Contracting Organiser. They may additionally identify the Netherlands undertaking as the administrative service provider, invoice administrator or payment collection agent acting on behalf of the Contracting Organiser.
1.6 Definitions
“Booking” means the reservation of one or more Travel Services requested by or on behalf of a Traveller and accepted by the Contracting Organiser through the issue of a Booking Confirmation.
“Booking Confirmation” means the written document issued by Stunning Kilimanjaro confirming that a Booking has been accepted. A document entitled “Booking and Payment Confirmation” constitutes the Booking Confirmation where it confirms both the Booking and the payment received.
“Booking Contract” means the contract between the Traveller and the Contracting Organiser, consisting of the documents identified in Article 2.2.
“Booking Documents” means all documents supplied to the Traveller in connection with a Booking, including the applicable quotation or proposed itinerary, final confirmed itinerary, Invoice, Booking Confirmation, these Booking Terms and any applicable Special Conditions.
“Contracting Organiser” means Stunning Kilimanjaro in Tanzania as identified in Article 1.1. References to “we”, “us” and “our” mean the Contracting Organiser.
“Durable Medium” means a format that allows information to be stored, accessed and reproduced unchanged for future reference, including email or a downloadable PDF.
“Invoice” means the document issued in connection with the Booking that states the applicable price, payment requirements, payment deadline and payment instructions.
“Lead Traveller” means the person who makes or manages the Booking on behalf of themselves and, where applicable, one or more other Travellers.
“Package” has the meaning assigned to the term “package” under the mandatory package-travel law applicable to the Booking and shall be interpreted in accordance with that applicable law.
“Personal Information” means information relating to an identified or reasonably identifiable natural person and has the meaning further described in the Privacy and Media Policy.
“Special Conditions” means any Booking-specific or supplier-specific conditions that have been clearly disclosed in writing and incorporated into the Booking Contract.
“Special Requirement” means a specific dietary, medical, accessibility, mobility, accommodation or other individual requirement requested by or on behalf of a Traveller and expressly accepted by the Contracting Organiser in writing.
“Tour Start Date” means the date on which the first Travel Service included in the confirmed Booking is scheduled to commence and be provided to the Traveller.
“Traveller” or “you” means each person named in the Booking and, where relevant, the person making or managing the Booking on behalf of those persons.
“Travel Service” means any transport, accommodation, guiding, activity, excursion, permit or other travel-related service included in or connected with the confirmed Booking.
“Unavoidable and Extraordinary Circumstances” has the meaning set out in Article 11.
2. Application and contract documents
2.1 Application
These Booking Terms apply to direct consumer Bookings made with Stunning Kilimanjaro.
The general provisions of these Booking Terms apply to all such direct consumer Bookings. Provisions that expressly refer to a Package or applicable package-travel law apply only where the Booking legally qualifies as a Package under the law applicable to that Booking. Nothing in these Booking Terms limits any mandatory right that applies to the Traveller or the Booking.
Bookings made by a travel agency, tour operator or other business are governed by the applicable B2B agreement, Booking Confirmation and any agreed Special Conditions. Relevant operational, participation and safety provisions from these Booking Terms may be supplied to the Travellers, but they do not replace the applicable B2B agreement.
2.2 Contract documents
The Booking Contract consists of:
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the Booking Confirmation;
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the final confirmed itinerary;
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the Invoice and applicable payment schedule;
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these Booking Terms; and
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any Special Conditions that were clearly disclosed in writing and incorporated into the Booking Contract.
Any Standard Information Form for Package Travel Contracts required by applicable law will be supplied as a separate pre-contract information document. It explains statutory rights applicable to the Package but does not replace or independently amend the Booking Contract.
If these documents conflict, any individually agreed Special Conditions take precedence, followed by the Booking Confirmation, final confirmed itinerary, Invoice and these Booking Terms, in that order.
A supplier-specific condition takes precedence only in relation to the particular Travel Service to which it applies and only where it was clearly disclosed in writing before the Traveller became bound by that condition or made the relevant payment.
No document or Special Condition shall override, exclude or restrict any right or protection that cannot lawfully be excluded, restricted or otherwise limited under applicable law.
2.3 Formation of the Booking Contract
Unless we expressly agree otherwise in writing, the Booking Contract is formed when, after receiving the required initial payment, we issue the Booking Confirmation.
A payment received before the Booking is confirmed is received conditionally. Payment alone does not constitute acceptance of the Booking.
If we do not accept and confirm the Booking, all payments received for that unconfirmed Booking will be refunded in full without undue delay.
3. Pre-contract information and booking authority
3.1 Information before Booking
Before the Traveller makes a payment or otherwise becomes bound by the Booking Contract, we will provide, in a clear, comprehensible and prominent manner:
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the applicable quotation or proposed itinerary;
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the main characteristics of the Travel Services;
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the total price and applicable payment schedule;
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the applicable cancellation conditions;
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any supplier-specific non-refundable or non-changeable conditions;
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these Booking Terms;
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relevant passport, visa and health information where required;
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relevant accessibility, participation and insurance requirements;
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applicable complaint and assistance information; and
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any other material information required by applicable law.
Where the Booking qualifies as a Package and applicable law requires it, the prescribed Standard Information Form for Package Travel Contracts will also be supplied before the Booking Contract is concluded.
3.2 Traveller’s review of Booking information
Before making a payment or otherwise confirming the Booking, the Traveller must review the proposed itinerary, inclusions, exclusions, price, payment schedule, cancellation conditions, supplier-specific conditions, passport and visa requirements, physical demands, insurance requirements and other Booking Documents supplied.
The Traveller must promptly notify us of any uncertainty, inconsistency or apparent error.
3.3 Booking on behalf of other Travellers
A Lead Traveller making or managing a Booking for other Travellers confirms that they are authorised to provide the information reasonably required for the Booking and to receive Booking Documents, payment requests, operational information and contractual notices on their behalf.
The Lead Traveller must provide the other Travellers with the Booking Documents and any material notices or changes relating to the Booking.
Each adult Traveller remains responsible for reviewing and complying with the Booking Contract and any applicable participation requirements. The Lead Traveller may not waive or surrender a non-excludable right belonging to another adult Traveller without that Traveller’s express authority.
A Booking for a minor must be made or expressly authorised by a parent or legal guardian.
4. Traveller information and special requirements
4.1 Required Traveller information
The Traveller must provide complete and accurate names, passport details, nationality, date of birth, arrival and departure information, emergency contacts and other information reasonably required to arrange and perform the confirmed Travel Services.
4.2 Medical, dietary and accessibility information
Before the Booking is confirmed, the Traveller must inform us of any dietary, accessibility, mobility, medical or other requirement that may materially affect the suitability or performance of the proposed Travel Services.
We will consider the information when assessing the Booking and any requested arrangements. Medical disclosure, fitness requirements and medical clearance are further addressed in Article 12.3.
4.3 Special Requirements
The Contracting Organiser records any accepted Special Requirement in writing. A requested Special Requirement is not guaranteed unless expressly confirmed by us in writing.
If information required to assess or fulfil a Special Requirement is provided late, is incomplete or is inaccurate, the Traveller remains responsible for any reasonable resulting costs, subject to applicable law.
5. Prices
5.1 Included and excluded services
The confirmed price includes only the items and Travel Services stated as included in the itinerary or Booking Confirmation. Flights, visas, insurance, vaccinations, gratuities, personal purchases, optional activities and any other items or services are excluded unless expressly stated as included.
5.2 Permitted price adjustments
Where the Booking qualifies as a Package and applicable law permits a post-confirmation price adjustment, we may increase the confirmed price only as a direct result of a change in:
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the cost of passenger transport resulting from the cost of fuel or other power sources;
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taxes or fees imposed by third parties that are not directly involved in performing the Package; or
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exchange rates relevant to the Package.
Any price increase will be calculated in accordance with Article 5.3 and communicated to the Traveller clearly, with an explanation and calculation, on a Durable Medium no later than the deadline permitted by applicable law.
5.3 Calculation of price adjustments
Any permitted price increase or reduction will be calculated by comparing the relevant transport cost, tax, fee or exchange rate used when the Booking price was confirmed with the corresponding cost, tax, fee or exchange rate applicable when the adjustment is calculated.
Only the demonstrable net change attributable to the affected component of the Booking may be passed on. The calculation and supporting explanation will be provided to the Traveller on a Durable Medium.
Where applicable law permits the deduction of reasonable administrative expenses from a price reduction, we may deduct only the amount permitted by that law and will provide evidence of those expenses upon request.
5.4 Traveller’s rights following a price increase
Where a right to adjust the price applies, the Traveller is also entitled to a corresponding price reduction if the relevant costs decrease.
No price increase will be imposed within 20 days before the scheduled start of a Package where this restriction applies under the applicable mandatory law governing the Booking.
If a proposed increase exceeds 8% of the total Package price, or any different mandatory threshold applicable to the Booking, the Traveller may accept the increase or terminate the Booking Contract within the reasonable response period stated in our notice. Any refund due following termination will be made in accordance with Article 8.5.
6. Payments
6.1 Minimum initial payment and final balance
The quotation or Invoice states the minimum initial payment required, the applicable payment deadline and the invoice currency. The Traveller may choose to pay a higher amount or the full price.
Any remaining balance must be received no later than 30 days before the Tour Start Date, unless a different payment schedule is stated in the Invoice or agreed in writing. A Booking made within 30 days before the Tour Start Date may require immediate payment of the full price.
6.2 Bank charges and payment costs
The Traveller must ensure that we receive the full amount due no later than the applicable payment deadline. Any bank, intermediary or receiving charges are borne by the payer, unless otherwise required by mandatory applicable law, and must not reduce the total amount payable to us.
Any card surcharge must be disclosed before payment and may not exceed the amount permitted by applicable payment law.
6.3 Late or missing payment
We do not accept payment on arrival unless an authorised representative has expressly agreed this in writing before departure.
If a required payment is not received by the applicable deadline, we may issue a written payment reminder and allow a reasonable additional period for payment, taking into account the Tour Start Date and any payment commitments already made to suppliers.
If the overdue amount remains unpaid after that period, we may terminate the Booking Contract by written notice. The termination will take effect when the notice is sent or on any later date stated in that notice.
Any amount payable or refundable following such termination will be determined in accordance with Article 8, any supplier-specific conditions validly incorporated into the Booking Contract and applicable law. We will not retain more than the cancellation amount lawfully applicable to the Booking.
7. Changes requested by the Traveller
7.1 Change requests
A change request must be made in writing by the Lead Traveller. We will try to accommodate it but cannot guarantee availability. The Traveller must pay any price difference, supplier charge and reasonable administrative cost disclosed before the change is confirmed.
7.2 Changes of travel dates
A request to change the confirmed travel dates must be submitted in writing by the Lead Traveller and should be received at least 60 days before the original Tour Start Date.
A request received fewer than 60 days before the original Tour Start Date may still be considered, but approval is not guaranteed and may be subject to additional supplier costs or the cancellation conditions in Article 8.
Unless we agree otherwise in writing, the requested new Tour Start Date must fall within eight months after the original Tour Start Date.
Approval of a date change remains subject to availability, seasonal price differences, permit requirements and applicable supplier conditions. A date change is effective only when confirmed by us in writing.
7.3 Transfer to another Traveller
Where the Booking qualifies as a Package and the Traveller has a statutory right to transfer the Booking Contract to another person, the transfer will be permitted provided that:
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the proposed replacement satisfies all conditions applicable to the Package; and
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we receive reasonable notice before the Tour Start Date.
The transferring Traveller and the replacement Traveller may be jointly and severally responsible for the outstanding price and for the actual and reasonable costs arising from the transfer, including any costs lawfully imposed by the relevant suppliers, to the extent permitted by applicable law.
We will inform the Traveller of the applicable transfer costs and provide reasonable evidence of those costs upon request.
8. Cancellation by the Traveller
8.1 Cancellation notice
Cancellation must be submitted in writing by the Lead Traveller. It takes effect when received.
Unless supplier-specific cancellation conditions have been clearly disclosed to the Traveller in the quotation, proposed itinerary, Invoice or another written pre-contract document before the Booking is confirmed or the relevant payment is made, the standard cancellation charges in Article 8.2 apply to the total price of the cancelled Travel Services.
8.2 Standard cancellation charges
Standard cancellation charge
Notice received before the Tour Start Date
10% of the total price, subject to a minimum retained amount of USD 100 per Traveller
More than 90 days
30% of the total price
60 to 89 days
60% of the total price
30 to 59 days
80% of the total price
8 to 29 days
100% of the total price
0 to 7 days or no-show
The standard cancellation charges are calculated with reference to the time of cancellation, anticipated cost savings and the likelihood of the cancelled Travel Services being resold. At the Traveller's request, we will provide reasonable justification for the applicable cancellation charge.
8.3 Supplier-specific cancellation conditions
Certain Travel Services, including park or climbing permits, domestic or international flights, specified accommodation and separately requested activities, may be subject to stricter supplier-specific conditions that are non-refundable, non-changeable or otherwise subject to specific cancellation restrictions.
A supplier-specific condition applies only where:
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it has been clearly disclosed to the Traveller in writing before the Booking was confirmed or the relevant payment was made; or
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it relates to an additional or changed Travel Service requested after confirmation and was disclosed to and accepted by the Traveller in writing before that additional or changed Travel Service was booked.
Where a validly disclosed supplier-specific cancellation condition applies, it may replace the corresponding standard cancellation charge only to the extent necessary to cover the applicable supplier cost that has actually been incurred or committed and cannot reasonably be recovered.
A disclosed “maximum amount at risk” represents the maximum potential non-recoverable amount and is not automatically the amount that will be retained.
A supplier-specific cost will not be added to the standard cancellation charge where this would result in the same cost or loss being charged twice.
Any supplier refund, recovery, cost saving or income obtained from reselling the cancelled Travel Service will be taken into account when determining the final cancellation charge. At the Traveller’s request, we will provide reasonable evidence and justification for the applicable charge
8.4 Unavoidable and Extraordinary Circumstances
Where the Booking qualifies as a Package and Unavoidable and Extraordinary Circumstances occurring at or near the destination significantly affect the performance of the Package or the carriage of passengers to the destination, the Traveller may terminate the Booking Contract without paying a cancellation charge where that right is provided by applicable law.
Where that right applies, the Traveller will receive a full refund of all payments made for the affected Package in accordance with Article 8.5. No additional compensation is due solely because of that termination.
8.5 Refund timing
Any refund due under this Article 8 or Article 9 will be made without undue delay
Where applicable package-travel law requires a refund within 14 days, the refund will be made no later than 14 days after the relevant termination or cancellation. In all other cases, the refund will be made within the period required by the applicable law and the Booking Contract.
9. Changes or cancellation by Stunning Kilimanjaro
9.1 Insignificant changes
We may make an insignificant change to the confirmed Travel Services where reasonably necessary and legally permitted. We will inform the Lead Traveller of the change clearly and without undue delay.
9.2 Significant changes before the Tour Start Date
If, before the Tour Start Date, we must significantly change a main characteristic of the confirmed Travel Services, cannot fulfil an accepted Special Requirement or propose a price increase exceeding the applicable statutory threshold, we will inform the Lead Traveller without undue delay on a Durable Medium.
The notice will describe:
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the proposed change and its effect on the Booking;
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any resulting change to the price;
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any substitute Package or alternative arrangement offered;
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the period within which the Traveller must respond; and
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the consequences of not responding within that period.
Where required by applicable law, the Traveller may accept the proposed change or terminate the Booking Contract without paying a cancellation charge.
If the Traveller accepts a substitute Package or alternative arrangement of lower quality or cost, the Traveller will receive an appropriate price reduction. A substitute Package or alternative arrangement involving an additional charge will apply only if expressly accepted by the Traveller.
If the Traveller terminates the Booking Contract and does not accept a substitute Package, any refund due will be made in accordance with Article 8.5.
If the Traveller does not respond within the stated period, we will send a further notice where reasonably practicable. The Booking will not be treated as terminated solely because the Traveller failed to respond unless that consequence was clearly stated, is permitted by applicable law and the Traveller was given a reasonable opportunity to respond.
9.3 Cancellation due to Unavoidable and Extraordinary Circumstances
We may terminate the Booking Contract where Unavoidable and Extraordinary Circumstances prevent us from performing it and we notify the Lead Traveller without undue delay before the Tour Start Date.
We will refund all payments made for the affected Booking in accordance with Article 8.5. We will not be liable for additional compensation where the termination falls within an exception permitted by applicable law.
10. Performance of the tour and alternative arrangements
10.1 Responsibility for performance
The Contracting Organiser is responsible for the proper performance of all Travel Services included in a Package to the extent required under applicable law, regardless of whether those Travel Services are performed directly by us or by a lodge, airline, transport provider or other supplier on our behalf.
For a Booking that does not qualify as a Package, our responsibility for the proper performance of the confirmed Travel Services of that specific Booking will be determined in accordance with the applicable provisions of the Booking Contract and the requirements of applicable law.
10.2 Reporting and remedying problems
The Traveller must notify us without undue delay of any problem, deficiency or lack of conformity that arises during the trip in connection with the performance of the confirmed Travel Services.
We will seek to remedy the identified problem or lack of conformity within a reasonable period, unless doing so is impossible or would involve disproportionate costs in the circumstances.
If we do not remedy a lack of conformity within a reasonable period specified by the Traveller, the Traveller may remedy the problem and request reimbursement of the necessary reasonable expenses, where permitted by applicable law. No prior period is required where we refuse to remedy the problem or immediate action is necessary.
10.3 Alternative arrangements
If a significant part of the confirmed Travel Services cannot be provided, we will offer suitable alternative arrangements without additional charge where required by applicable law. A lower-quality alternative may entitle the Traveller to an appropriate price reduction.
10.4 Significant failures in performance
Where a lack of conformity substantially affects the performance of a Package and is not remedied within a reasonable period, the Traveller may have the right to terminate the Booking Contract without paying a termination fee and, where appropriate, receive repatriation, a price reduction and/or compensation as required by applicable law.
10.5 Return travel and necessary accommodation
Where it is impossible to ensure the Traveller's return as agreed because of Unavoidable and Extraordinary Circumstances, we will bear the cost of necessary accommodation for the period and within the limits required by applicable law.
10.6 Safety and operational changes
Changes reasonably required because of safety concerns, weather, wildlife conditions, road conditions, park instructions or comparable operational circumstances will be managed with due regard to the confirmed itinerary and the interests of the Travellers.
The responsible guide or authorised representative may change, restrict or stop an activity where reasonably necessary to protect a Traveller, staff member, supplier, other guest, third party, wildlife, property or the environment.
Where such a change materially affects the confirmed Travel Services, the rights and remedies described in Articles 9, 10.3 and 10.4 will continue to apply where relevant. This Article does not give us an unrestricted right to make a significant change without providing any alternative, price reduction, refund or other remedy required by the Booking Contract or applicable law.
11. Unavoidable and Extraordinary Circumstances
11.1 Meaning
Unavoidable and Extraordinary Circumstances are circumstances beyond the control of the party invoking them and whose consequences could not have been avoided even if all reasonable measures had been taken.
They may include severe weather, natural disaster, epidemic, war, civil unrest, government restriction, park closure, industrial action, serious transport disruption or another comparable event or circumstance, depending on its nature and actual effect on the Booking and confirmed Travel Services.
11.2 Effect on the Booking
The effect of Unavoidable and Extraordinary Circumstances depends on when they occur, the Travel Services affected and the rights applicable to the Booking.
The Traveller’s rights in relation to cancellation before the Tour Start Date are addressed in Article 8.4. Our right to terminate before the Tour Start Date is addressed in Article 9.3. Problems affecting performance, alternative arrangements and return travel during the trip are addressed in Article 10.
A refund or other remedy required to be provided to the Traveller under applicable law will not be made conditional on or delayed until we have first received a refund or reimbursement from the relevant supplier.
Nothing in this Article removes or limits any non-excludable right to assistance, alternative arrangements, a price reduction, compensation or a refund.
12. Passports, visas, health and insurance
12.1 Passports, visas and travel documents
Each Traveller is responsible for ensuring that they hold a valid passport and all visas, permits, certificates, consent documents and other travel documentation required for their nationality, personal circumstances, itinerary and transit countries.
Unless otherwise stated in writing, any information provided by us regarding passport, visa, entry, exit or transit requirements is general guidance only. Requirements may change at short notice. Travellers must verify the applicable requirements with the relevant embassy, consulate, immigration authority or other official source in sufficient time before departure.
Any costs, losses, delays or inability to travel resulting from missing, invalid or insufficient documents remain the Traveller's responsibility, except where directly caused by incorrect information that we were legally required to provide and on which the Traveller reasonably relied.
12.2 Health and vaccination requirements
Before the Traveller is bound by the Booking Contract, we will provide general information about health formalities applicable to the destination where required by applicable law. Each Traveller remains responsible for obtaining appropriate personal medical advice and for checking and complying with all health, vaccination, testing and certification requirements applicable to their nationality, personal circumstances and itinerary.
Travellers should obtain appropriate professional medical and travel-health advice sufficiently in advance of departure, including advice concerning altitude, vaccinations, malaria prevention, yellow fever requirements, personal medication and their fitness to participate in the booked activities.
Information supplied by Stunning Kilimanjaro is general travel information and does not constitute medical advice.
12.3 Fitness and medical disclosure
Each Traveller is responsible for carefully considering whether they are physically and medically able to participate safely in the confirmed itinerary and all activities, including trekking, climbing, safari activities, camping, high-altitude exposure and travel in remote areas.
Before departure, the Traveller must inform us of any medical condition, disability, allergy, pregnancy, dietary requirement, medication, previous altitude-related illness or other circumstance that may reasonably affect:
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the Traveller's ability to participate safely;
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the safety or wellbeing of another person;
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the arrangements or assistance reasonably required; or
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the ability of our staff or suppliers to perform the booked services.
We will handle medical information confidentially and use it only where reasonably necessary for safety, operational planning, emergency assistance or compliance with legal obligations.
Disclosure does not automatically result in refusal of participation. We may, however, request an appropriate medical declaration or written confirmation from a qualified medical professional where reasonably necessary.
12.4 Mandatory travel insurance
Adequate travel insurance is a condition of participation in every tour, trek or other travel arrangement booked with Stunning Kilimanjaro.
Each Traveller must obtain and maintain insurance for the entire duration of the trip. The policy must be appropriate for the Traveller's personal circumstances, itinerary and booked activities.
As a minimum, the policy must provide adequate cover for:
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emergency medical treatment;
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medical evacuation and rescue;
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repatriation to the Traveller's country of residence;
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hospitalisation;
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personal accident;
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the activities included in the itinerary; and
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the geographical areas in which the trip takes place.
For Kilimanjaro climbs or other high-altitude activities, the policy must expressly cover trekking at all altitudes included in the booked itinerary, including an altitude of at least 6,000 metres above sea level, and must not contain an exclusion that would prevent a valid claim solely because the Traveller was trekking at high altitude.
Where reasonably available, the policy should also cover cancellation, curtailment, missed departure, travel delay, lost or damaged baggage, personal liability and supplier failure.
12.5 Timing and proof of insurance
Insurance should be obtained immediately after the Booking is confirmed so that any available cancellation protection can begin as early as possible.
Each Traveller must provide evidence of adequate insurance upon request and, in any event, no later than 30 days before the scheduled start of the trip. For a Booking made within 30 days before departure, evidence must be provided promptly after confirmation and before participation.
The evidence must include the insurer’s name, policy number, emergency-assistance telephone number, territorial coverage and confirmation of cover for the relevant activities and altitude.
Our review of the insurance evidence is limited to checking whether it appears to include the principal categories of cover required by this Article. We do not review or approve the complete policy wording, exclusions, limits, medical conditions or claims requirements. Acceptance of the insurance evidence does not constitute a guarantee that the policy is adequate in every respect or that the insurer will accept any claim.
12.6 Failure to provide adequate insurance
If a Traveller does not provide the required insurance evidence within the applicable period, or if the evidence clearly indicates that the booked activities, destination or required altitude are not covered, we may require the Traveller to obtain suitable cover before participation.
If adequate insurance has not been obtained before the Tour Start Date or before the affected activity begins, we may, where reasonably necessary for safety or operational reasons:
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refuse the Traveller’s participation in the entire trip where adequate insurance is a material condition of participation in that trip;
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refuse or suspend participation in the specific uninsured activity; or
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allow participation to continue only after adequate evidence of cover has been provided.
Where the Traveller cancels because they have not obtained the required insurance, Article 8 applies.
Where we exclude the Traveller from all or part of the trip because the Traveller has failed to satisfy a clearly disclosed insurance requirement, the Traveller is not automatically entitled to a refund for Travel Services that remain available but cannot be used because of that failure. Any cancellation charge, refund and resulting reasonable cost will be determined in accordance with the Booking Contract and applicable law.
Nothing in this Article limits our responsibility where the lack of insurance or resulting loss was caused by our breach of the Booking Contract or a legal obligation.
12.7 Insurance claims
All insurance claims must be made directly by the Traveller to the insurer. Stunning Kilimanjaro may, where reasonably possible, provide supporting Booking records or factual information, but does not control the insurer’s assessment and is not responsible for an insurer’s decision, exclusions, claim limits or refusal to pay.
12.8 Emergency assistance and evacuation costs
The Traveller remains responsible for medical, rescue, evacuation, repatriation and related expenses that are not paid by an insurer, except where such costs result from a breach of contract or legal obligation for which Stunning Kilimanjaro is responsible under mandatory applicable law.
The existence of travel insurance does not limit any non-excludable statutory rights or remedies the Traveller may have against Stunning Kilimanjaro.
12.9 Changes in requirements
Passport, visa, immigration, health, vaccination and insurance requirements may change between Booking and departure. Travellers must continue to monitor applicable official information and comply with any updated lawful requirements.
Where we become aware of a material change that directly affects the booked trip, we will take reasonable steps to appropriately inform the Lead Traveller. This does not replace the Traveller's own responsibility to verify requirements applicable to their individual circumstances.
13. Participation, conduct and guide authority
13.1 Participation requirements
Travellers must comply with the health, medical disclosure, fitness, equipment and insurance requirements set out in these Booking Terms, including Article 12.
Each Traveller must arrive reasonably prepared and properly equipped for the confirmed activities. Participation may be refused, restricted or stopped where the Traveller does not satisfy a material participation requirement that was clearly communicated before the Traveller became bound by that requirement or, where appropriate, before departure.
13.2 Traveller conduct
Travellers must comply with Tanzanian law, applicable park and conservation rules and all reasonable safety and operational instructions given by our guides, representatives, accommodation providers and other authorised suppliers.
Travellers must behave responsibly and show reasonable respect for local communities, wildlife, the environment, staff, suppliers, other Travellers and third parties.
Threatening, abusive, discriminatory, unlawful, reckless or seriously disruptive behaviour will not be accepted.
13.3 Guide authority and removal from an activity
The responsible guide or authorised representative may refuse, restrict or stop a Traveller's participation in an activity where the guide or representative reasonably believes that the Traveller:
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is medically or physically unfit to continue safely;
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is inadequately equipped for the activity;
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has failed to comply with a material safety instruction;
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is under the influence of alcohol or drugs in a manner that creates a safety risk;
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is acting unlawfully or engaging in serious misconduct; or
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creates a material risk to themselves, staff, other Travellers, wildlife or third parties.
Wherever reasonably possible, the Traveller will first be informed of the concern and given an opportunity to remedy it, unless immediate action is required to protect health, safety, property, wildlife or the environment.
A Traveller who is refused participation or removed from an activity for a reason attributable to that Traveller is not automatically entitled to a refund for unused Travel Services and remains responsible for reasonable resulting costs, subject to mandatory applicable law.
Nothing in this Article permits participation to be refused unlawfully or in a discriminatory manner, or limits any reasonable assistance or adjustment required by mandatory applicable law.
14. Accommodation, transport, baggage and equipment
14.1 Accommodation and transport
Accommodation and transport will be provided as described in the Booking Confirmation and final confirmed itinerary.
If a confirmed accommodation or transport service becomes unavailable, we may provide a reasonably comparable alternative, subject to Articles 9 and 10.
Where the alternative is of lower quality or materially differs from a main characteristic of the confirmed Travel Service, the Traveller will retain any right to an appropriate price reduction, alternative arrangement, termination, refund or compensation provided by the Booking Contract or applicable law.
Room, tent, bed and vehicle arrangements remain subject to the Booking Confirmation, confirmed itinerary and applicable local or supplier rules.
14.2 Personal and rental equipment
Personal climbing clothing and equipment are excluded unless stated. Rental items must be returned in reasonable condition, allowing for ordinary wear.
14.3 Baggage and valuables
The Traveller must comply with any baggage weight, size, packaging and safety restrictions applicable to the confirmed itinerary, including restrictions imposed by airlines, vehicle operators, park authorities or mountain operations.
Booking-specific baggage limits will be stated in the itinerary, pre-departure information or other Booking Documents where relevant. Any cost resulting from excess or non-compliant baggage is the Traveller’s responsibility unless caused by our failure to provide information that we were required to provide.
The Traveller remains responsible for money, passports, electronic devices and other valuables and should not leave them unattended.
Liability for baggage delayed, lost or damaged while under the control of an airline or other carrier is governed by applicable law, applicable international conventions and the carrier’s conditions. We will provide reasonable assistance with a claim but do not replace the carrier’s or insurer’s claims process.
15. Liability and compensation
15.1 Non-excludable liability
Nothing in these Booking Terms excludes or limits any liability or obligation that cannot lawfully be excluded or limited, including liability for fraud, wilful misconduct, death or personal injury caused by negligence where applicable, or mandatory package-travel obligations.
15.2 Circumstances affecting liability or compensation
Subject to applicable law, liability or compensation may be excluded or reduced to the extent that the loss, damage or lack of conformity is attributable to:
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the Traveller;
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a third party unconnected with the performance of the confirmed Travel Services whose conduct or actions were unforeseeable or unavoidable; or
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Unavoidable and Extraordinary Circumstances.
15.3 International conventions and lawful limitations
Where an international convention or other binding law limits the conditions under which compensation may be claimed from a carrier or other Travel Service provider, the same lawful limitation may apply to our liability to the extent permitted by applicable law.
Any other contractual limitation of liability applies only where it is reasonable, clearly stated and legally permitted. No limitation applies to liability that cannot lawfully be limited.
15.4 Avoiding and mitigating loss
The Traveller must take reasonable steps to avoid or reduce preventable loss and must notify us without undue delay of a problem where timely notice would allow us or a supplier to investigate or remedy it.
A failure to take reasonable steps may affect compensation only to the extent that the failure caused or increased the loss and only where permitted by applicable law.
15.5 No double recovery
The Traveller may not recover compensation more than once for the same loss.
Any compensation or reimbursement already received from a supplier, carrier, insurer or other responsible party in respect of the same loss may be taken into account when determining the remaining amount due from us to the Traveller, without limiting any non-excludable rights or remedies.
15.6 Inherent risks of adventure travel
Adventure travel involves inherent risks, including wildlife encounters, altitude, remote terrain, changing weather, difficult roads and limited or delayed access to medical facilities.
The Traveller’s acceptance of those inherent risks does not waive any right or remedy that cannot lawfully be waived and does not excuse negligence, breach of the Booking Contract or failure to perform a mandatory obligation.
16. Assistance and emergencies
16.1 Assistance to Travellers
A Traveller in difficulty must, where reasonably possible, immediately contact the responsible guide or our designated emergency contact for appropriate assistance.
We will provide appropriate assistance where required, which may include:
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providing information about health services, emergency services, local authorities and consular assistance;
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helping the Traveller communicate at a distance; and
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assisting with alternative Travel Services where reasonably possible.
Our role is to provide and coordinate reasonable assistance. We do not replace emergency services, medical professionals, rescue organisations, consular authorities or the Traveller’s insurer.
16.2 Emergency contact details
These contact methods are intended for urgent operational or safety matters during the trip.:
Contact email address: info@stunning-kilimanjaro.com
Contact phone number: +255 681 857 105
In an immediate emergency, the Traveller should also contact the appropriate local emergency service, medical provider or insurer whenever reasonably possible.
16.3 Costs of assistance
We may charge a reasonable fee where the difficulty was caused intentionally or through the Traveller's negligence, but only to the extent permitted by law.
This fee will not exceed the actual costs incurred by us.
17. Complaints
17.1 Reporting a problem during the trip
The Traveller must report any problem with the Travel Services without undue delay to the responsible guide, supplier or operations contact so that the problem can be investigated and, where possible, remedied during the trip.
Where reasonably possible, the Traveller should allow us a reasonable opportunity to remedy the problem in accordance with Article 10.2.
17.2 Written complaints after the trip
If the problem is not resolved during the trip, the Traveller should submit a written complaint to info@stunning-kilimanjaro.com as soon as reasonably possible and preferably within 28 days after the end of the trip.
The complaint should include the Booking reference, a clear description of the issue and any relevant supporting information.
17.3 Response to a complaint
We will acknowledge receipt of a written complaint within seven working days where reasonably practicable.
We will investigate the complaint and aim to provide a substantive response within 28 days. If additional time is reasonably required, we will inform the Traveller of the reason and the expected response date.
17.4 Mandatory rights
The reporting and complaint periods in this Article are intended to allow timely investigation and resolution. They do not operate as an automatic time bar and do not remove any mandatory legal right or statutory limitation period.
18. Personal data and photographs
18.1 Processing of Personal Information
We process Personal Information in accordance with our Privacy and Media Policy and applicable data-protection law.
The Privacy and Media Policy explains how we collect, use, share, store and protect Personal Information, including passport information, contact details, medical information and emergency-contact information.
18.2 Photographs and recordings
Marketing use of identifiable photographs or recordings is based on a separate lawful basis and, where consent is required, is optional.
Refusing marketing consent does not affect the Booking.
19. Governing law and disputes
19.1 Governing law
These Booking Terms and the Booking Contract are governed by the laws of the United Republic of Tanzania.
However, this choice of law does not deprive a Traveller of any mandatory protection afforded by the law that would apply in the absence of this choice, including applicable package-travel and consumer-protection legislation.
19.2 Complaints and dispute resolution
The parties will first attempt to resolve any dispute through the complaints procedure set out in these Booking Terms.
If the dispute cannot be resolved, either party may submit it to a court having jurisdiction under applicable law.
19.3 Mandatory jurisdiction
Nothing in these Booking Terms restricts a Traveller’s right to bring proceedings before a court in their country of habitual residence where that right is provided by mandatory law.
20. General provisions
20.1 Severability
If any provision of the Booking Contract is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to remain in full force and effect.
20.2 No waiver
If we fail to enforce, or do not immediately enforce, any right or provision, this does not mean that we waive that right or provision.
20.3 Changes to the Booking Contract
Any change requested by the Traveller or individually agreed between the parties must be confirmed in writing before it becomes part of the Booking Contract.
This requirement does not prevent:
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a change made by us in accordance with Article 9;
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an alternative arrangement or remedy provided under Article 10;
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a reasonable safety or operational decision made under Articles 10.6 or 13.3; or
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a change otherwise permitted or required by applicable law.
Where a change materially affects the confirmed Travel Services, the Traveller retains any applicable right to information, an alternative arrangement, a price adjustment, termination, a refund or compensation.
20.4 Language and applicable version
The English version is controlling unless mandatory law or the Booking Confirmation states otherwise.
The version of these Booking Terms supplied to the Traveller before the Booking Contract is formed applies to that Booking. A later version does not apply retrospectively unless expressly agreed in writing or required by applicable law.