Cancellations
Cancellation and refund policy
What a cancellation costs, set out plainly, so nobody has to guess.
Last updated: 4 September 2026
Plans change. This policy sets out what a cancellation costs, so that nobody has to guess and nobody is surprised.
The principle behind it is simple: the closer to departure a cancellation comes, the more PISFA has already committed and cannot recover. Sums already paid to a park authority, an airline, a lodge or a supplier are not refundable to PISFA either, and so cannot be refunded onwards.
All cancellations must be made in writing — through your account, by email, or on WhatsApp. The date PISFA receives the cancellation is the date used.
Tours and safaris
| If you cancel | You pay |
|---|---|
| More than 30 days before departure | Deposit retained; everything else refunded |
| 15 to 30 days before departure | 50% of the total |
| 8 to 14 days before departure | 75% of the total |
| Within 48 hours of departure, or no-show | 100% of the total |
Car hire
| If you cancel | You pay |
|---|---|
| More than 48 hours before collection | No charge; any deposit refunded in full |
| Within 48 hours of collection | One day of hire |
| No-show, or cancellation after collection time | One day of hire, and the booking is released |
| Early return of a confirmed hire | Unused full days refunded at the daily rate; part days are not refunded |
Airport transfers
| If you cancel | You pay |
|---|---|
| More than 4 hours before pickup | No charge |
| Within 4 hours of pickup | 50% of the fare |
| No-show after the included waiting time | 100% of the fare |
Accommodation
| If you cancel | You pay |
|---|---|
| Outside the property's free-cancellation window | No charge |
| Inside that window | Up to the first night, or the property's own charge if higher |
| No-show | As set by the property, up to the full stay |
Things worth knowing
- Gorilla and chimpanzee permits are never refundable once purchased, whatever the notice given, because the Uganda Wildlife Authority does not refund them. This is separate from, and in addition to, the table above.
- Airline tickets, park entry bought in advance, and third-party bookings follow the supplier's own rules, which PISFA will provide on request.
- Where PISFA cancels — because a minimum number was not reached, a vehicle could not be replaced, or for any other reason within its control — the customer receives a full refund of everything paid to PISFA, or an alternative date if they prefer one.
- Refunds are made to the account the payment came from, in the currency it was paid in, within fourteen days of the refund being agreed. Bank and mobile-money charges on the return are borne by PISFA.
- Where a trip is prevented by something outside both parties' control — a national park closing, a road becoming impassable, a government direction — PISFA will refund whatever it can recover from its suppliers and will not charge its own fee. It cannot refund what it has already paid away and cannot get back.
- PISFA may waive a cancellation charge in genuine hardship, such as serious illness or bereavement, at its discretion. Ask.