Booking Policy:

1.

To confirm a reservation, we require a prepayment of 30% of the total booking price at the time of booking. Only after receiving this prepayment will the reservation be confirmed. If the booking is made within 45 days of arrival, full payment is required on the date of reservation to secure it.

2.

The remaining 70% balance is due 45 days prior to arrival. Failure to complete the full payment on time may result in cancellation of the booking, and cancellation terms will apply.

3.

Payments can be made via debit card, credit card, or bank transfer. Please ensure all payments are completed within the specified timelines to secure your booking.

4.

Accepted Currencies & Fees. A 3% fee will be collected on credit card payments. All bank transfer fees are paid by the client. Transactions are processed in Rwandan Francs or USD.

Cancellation Policy:

1.

Time-based sliding scale for refunds

Cancellations 45+ days before arrival: 15% of full price forfeited = 50% of deposit

Cancellations made between 45–15 days of arrival: 70% of full price forfeited

Cancellations made 14 days or less of arrival: 100% forfeited (no refund)

2.

Refund Processing

Refunds, where applicable, are processed within 14–30 working days and issued via the original method of payment, unless otherwise agreed.

A 5% administrative fee may be levied to cover transaction charges. Refunds are generally completed within 60 days of the official cancellation notification.

3.

Written Cancellation Requirement

Cancellation must be made in writing, and receipt must also be confirmed in writing by the operator. If there is no acknowledgment, the cancellation is not considered valid.

4.

Unused Services

There is no right to a refund for any unused services. This includes additional meals, activities, or experiences not taken up during the stay.

Group Bookings – Minimum Cancellation Notice:

Where a group booking represents more than 50% of the lodge's total available capacity, cancellation must be submitted in writing and acknowledged by the lodge no later than 45 days prior to the scheduled arrival date. Cancellations received within this 45-day window will be considered late-stage cancellations and will not be eligible for any compensation or refund. Where cancellation is made at least 45 days before the arrival date, compensation or refund will be assessed in accordance with the standard cancellation schedule outlined above, subject to any non-recoverable costs already incurred with third-party suppliers. The lodge reserves the right to apply an administrative fee to cover processing and reallocation costs.

Other Terms:

1.

Rates include dinner, breakfast, lunch and drinks (soft drinks, a reasonable amount of house wines and local beers). As well as access to all hotel amenities and activities (use of the kayaks and vespas (min 2 nights)).

2.

Check-in time starts at 02:00 PM, and check-out time is at 11:00 AM.

3.

Late check-out is available upon request for an additional fee of $50, with a departure time of 01:00 PM. Late check-out is subject to availability.

4.

All our rates include the 3% Rwanda Tourism Levy on accommodation, the standard 18% VAT (Value Added Tax), and any other applicable taxes.

5.

The Executive Suite / Large Bungalow and King Suite / Penthouse can accommodate one additional adult or two additional children via a sofa bed, at a supplement of $100 per night (all-inclusive).

If you have any questions regarding this policy, please contact us directly for clarification.

We look forward to welcoming you to Umurobyi Lodge!