Terms & conditions

1. About us and our role

Eden Trails Travel Agency arranges travel as an intermediary between you and the suppliers who deliver it — airlines, camps, lodges, hotels, transfer and activity operators. Where we book a service provided by a third party, that supplier’s own terms and conditions also apply, and we will draw the important ones to your attention.

2. Quotes and pricing

Quotes are valid for the period stated and are subject to availability until confirmed. Prices can change before booking due to supplier rates, exchange-rate movements, taxes and fees outside our control. We quote honestly and show what is and isn’t included; we’ll always explain a change rather than bury it.

3. Confirming your trip — deposit and payment

To confirm, a deposit is payable as set out on your pro-forma invoice and on our deposit & confirmation page. Deposits are paid by EFT into a trust account and quoted against your unique payment reference. The balance is due by the date on your invoice (typically 60 days before travel, and up to 90 days for peak-season camps). Bookings are only secured once funds reflect.

4. Changes and cancellations

If you need to change or cancel, tell us as soon as possible. Supplier cancellation policies vary and can be strict, especially in peak season. Your invoice sets out the cancellation cascade that applies to your booking. Deposits are generally non-refundable because we commit them to suppliers to hold your trip.

5. Travel insurance

Comprehensive travel insurance is strongly recommended for every trip and is, in practice, essential — including cover for cancellation, medical emergencies and medical evacuation. Some suppliers and destinations require proof of cover. We can point you to suitable policies.

6. Passports, visas and health

You are responsible for holding a valid passport and the correct visas and travel authorisations for your trip, and for meeting health requirements. We will advise based on the information you give us and current guidance, but requirements change and final responsibility rests with you. Please verify with the relevant embassy or official source before you travel.

7. Flights

Where we arrange flights, tickets are issued through our IATA-accredited partner, Fly-ticketpro. Fares are only fixed once ticketed, and airline schedule changes are outside our control. Names on tickets must match passports exactly.

8. Our liability

We take care in selecting and arranging your travel. As an intermediary, we are not liable for the acts, omissions or default of suppliers, or for events beyond our reasonable control (see force majeure). Nothing in these terms limits any liability that cannot be limited by law. To the extent permitted by law, our liability is limited to the value of the services we arranged.

9. Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control — including extreme weather, natural events, disease outbreaks, civil unrest, strikes, border closures, supplier failure or government action.

10. Complaints

If something isn’t right during your trip, tell us and the supplier at once so we can try to fix it there and then. If a concern remains, email enquiry@edentrails.travel and we’ll work with you to resolve it.

11. Governing law

These terms are governed by the laws of Botswana, and the courts of Botswana have jurisdiction.

These terms are a plain-language summary provided in good faith and are not legal advice. Our full booking conditions form part of your confirmation. We review our terms with qualified advisers.