Terms & Conditions
Welcome! As part and parcel of our journey together, we should explore the legal lay of the land. On this page, you will discover your legal rights and the rights you give to us when using Viatu. Even the wild’s got to have some rules, right?
(By accessing or using any functionality on this website, you, the customer, enter into the following agreement with Viatu AG ('Viatu'). By booking accommodation, transportation, and/or other activities through Viatu, you accept, by extension, the terms and conditions of use of the corresponding supplier(s).)
General
Jurisdiction and governing law: The online terms shall be governed by and interpreted according to the laws of the federal state of Switzerland without giving effect to any principles of conflict of law.
You should be aware that your personal safety cannot be guaranteed. Should you elect to participate in potentially dangerous activities while you are on tour, you are, of course, free to do so. However, such participation will be at your own risk, and Viatu assumes no responsibility for your safety.
Reservations & Payments
Reservations are accepted after Viatu receives full payment of the total booking request. Payment can be made by bank transfer or by credit card. If paying by bank transfer, it is the customer’s duty to ensure all bank fees are paid by themselves and that Viatu receives the full amount within 72 hours, with confirmation of payment sent by email upon transfer.
Within 3 working days of receiving your payment, Viatu will contact you with your booking confirmation, consisting of the booked itinerary and the total price (with inclusions and exclusions).
Failure to deliver complete payment within the 72 hours will be considered notification of cancellation unless Viatu is previously notified of any potential delays.
Price Policy
Viatu will send you a quote for the trip you have selected. The quotation is subject to availability and the price can vary due to exchange rate variations. That is to say, your travel arrangements and quoted price may change from the time you receive a quotation until you confirm it and settle the invoice. After the invoice is settled, your itinerary will be confirmed automatically, and no further fees will be charged unless there are additional changes to the itinerary requested.
Amendments & Cancellations
The customer is responsible for informing Viatu in writing, via email, of any booking amendments, confirmations, reductions, or cancellations of rooms or services, in order to allow Viatu to make the required itinerary adaptations. Whenever possible, Viatu will try to make the amendments.
In instances where amendments fall within the cancellation period of a booking or imply additional services (e.g. a person added to the trip), a charge may be applicable. In some instances, the customer may be due a refund.
Note that different cancellation policies apply depending on the booked accommodation, transportation services, and activities. Certain bookings made with Viatu have the additional benefit of specially negotiated bespoke terms. The terms of the accommodations and activities involved determine the cancellation policy that applies to your booking. We will highlight that to you and detail it within your travel documentation.
Flexible Cancellation Policy
The ‘flexible’ cancellation policy applies to any trip that is labeled as ‘flexible’.
The traveler is allowed to cancel or rebook with no penalty up to 32 days before the scheduled arrival at the travel destination. It is not necessary to provide a reason for cancellation.
Within 31 days of scheduled arrival at the travel destination, 100% in cancellation fees will be charged.
Moderate Cancellation Policy
The ‘moderate’ cancellation policy applies to any trip labeled as ‘moderate’.
The traveler is allowed to cancel or rebook with no penalty up to 62 days before the scheduled arrival at the travel destination. It is not necessary to provide a reason for cancellation.
Within 61-31 days of scheduled arrival at the travel destination, 50% in cancellation fees will be charged.
Within 31 days of scheduled arrival at the travel destination, 100% in cancellation fees will be charged.
Strict Cancellation Policy
The ‘strict’ cancellation policy applies to any trip labeled as ‘strict’.
The traveler is charged 50% in cancellation fees will be charged up to 91 days before the scheduled arrival at the travel destination.
Within 90 days of scheduled arrival at the travel destination, 100% in cancellation fees will be charged
Flights Cancellation Policy
Please note that flight cancellations may be governed by a distinct policy separate from the one designated for your overall trip. Should Viatu handle flight bookings on the client's behalf, and a disparate cancellation policy comes into effect, Viatu will outline these particulars within your travel documentation.
Claims & Refunds
In the event of trip cancellation, Viatu provides two options: a refund or the issuance of a travel voucher applicable to a different itinerary. The amount will be calculated at the time of cancellation and will be contingent upon the specific cancellation policy associated with the trip.
Please be aware that refunds might be subject to bank fees, which will be borne by the clients. Additionally, currency exchange rates will adhere to the prevailing daily rate.
It's important to note that Viatu does not facilitate full refunds or travel vouchers for any tour services that are missed. Nevertheless, it's possible that your travel insurance could cover refund-related matters.
Limits of Responsibility
Viatu sells accommodation, transport services, and other services from various independent suppliers, making sure of their quality and reliability wherever possible. However, these services cannot always be subject to Viatu’s control.
Although Viatu strives to provide the best service to ensure customer’s safety and security, Viatu cannot be liable for any personal injury, property damage or other loss that might occur due to any act or omission of any such supplier, or by reason of any other event over which Viatu has no control.
Depending on the itinerary you have selected, optional activities will be available at some of the places you visit. Some of these activities carry the inherent risk of serious personal injury. These activities include, but are not necessarily limited to:
- Trekking and walking safaris
- Horseback safaris
- Quad bike activities
- Canoe, boat, and white-water rafting trips
- Primate tracking
- Fly camping
- Bushwalking
- Hiking
Insurance
In any case of traveling, it is important to ensure that you have insurance coverage in place from the time that your booking is confirmed and that it is adequate and suitable for your particular needs. Please bear in mind that if you choose not to acquire appropriate insurance and subsequently have to cancel your booking due to a medical emergency, you will still be charged in accordance with our standard terms and conditions and may be unable to recover any losses you incur. Furthermore, if you require medical or any other form of assistance during your holiday, you risk not being covered and may in turn incur significant costs. Please read your insurance policy details carefully, ensure that you are familiar with the scale of your coverage and take the relevant documentation with you on your holiday.
Group & Individual Cancellations
In the case of a group booking (2+ people) where one or more people either cancel or amend the itinerary, the cancellation policy may not apply.
Note that Viatu offers hotel rooms, transport services, and activities in remote destinations. These services might have a fixed price, and in case of a partial cancellation or amendment, no refund can be given.
For example, if a room booked for 3 people has a fixed per-room price of €300 for a night, and if 1 person cancels, Viatu cannot refund €100 to the person cancelling. The same applies to car rentals since the rates are not subject to the number of people travelling.