Terms and Conditions

JoyTrekking Tours & Safaris

1. Company Information

Legal Name: JoyTrekking Tours & Safaris
Registration: BRELA Registration Number 563127
Tax Identification Number (TIN): 115-041-576
Tourism License: 022827 (Tourism Class A)
Address: PO Box 2218, Arusha, Tanzania
Contact: +255 755 557 547 | findjoy@joytrekking.com | www.joytrekking.com
Director: January Musa Mziray

JoyTrekking Tours & Safaris is a licensed tour operator registered in Tanzania, specializing in transformative adventure experiences including Mount Kilimanjaro expeditions, Mount Meru climbs, wildlife safaris, and Zanzibar cultural experiences.

2. Scope of Services

These Terms and Conditions apply to all services provided by JoyTrekking Tours & Safaris, including but not limited to:

Mount Kilimanjaro climbing expeditions
Mount Meru climbing expeditions
Wildlife safaris in Tanzania national parks
Zanzibar cultural and beach experiences
Combined adventure packages
Equipment rental services
Transportation and accommodation arrangements

3. Booking and Payment Terms

3.1 Payment Schedule

All bookings require payment according to the following schedule:

Initial Deposit: 25% of total trip cost (non-refundable)
Second Payment: 35% of total trip cost due 60 days before departure
Final Payment: 40% of total trip cost due 14 days before departure

3.2 Payment Methods

We accept the following payment methods:

Bank Transfer: Bank charges apply as per I&M Bank Tanzania rates
PesaPal: 3.5% transaction fee applies
Western Union: Transfer fees apply as per Western Union rates

All transaction fees are the responsibility of the customer unless otherwise agreed in writing.

3.3 Payment Currency

All payments must be made in US Dollars (USD) unless otherwise specified in your booking confirmation.

3.4 Late Payment

Failure to make payments according to the schedule may result in booking cancellation without refund. JoyTrekking reserves the right to cancel bookings for non-payment and retain all payments made to date.

4. Cancellation and Refund Policy

4.1 Customer Cancellations

Cancellation refunds are calculated based on the time of cancellation notice:

90+ days before departure: Full refund minus non-refundable deposit (25%)
60-89 days before departure: 50% refund of total trip cost
30-59 days before departure: 25% refund of total trip cost
Less than 30 days before departure: No refund

4.2 Rescheduling Policy

Customers may reschedule their trip without financial penalty, subject to availability and the following conditions:

Rescheduling must be requested at least 30 days before original departure date
New travel dates must be within 24 months of original booking
Price differences for new dates may apply
Rescheduling is subject to availability of guides, accommodation, and permits

4.3 Company Cancellations

JoyTrekking reserves the right to cancel trips due to:

Insufficient bookings (minimum 1 person required)
Safety concerns including weather conditions
Force majeure events
Government restrictions or park closures

In case of company-initiated cancellations, customers will receive:

Full refund of all payments made, OR
Credit for future travel of equal value, OR
Alternative trip arrangements of comparable value

4.4 Force Majeure

Force majeure events include but are not limited to: natural disasters, extreme weather conditions, government travel restrictions, political instability, pandemic-related restrictions, or other circumstances beyond JoyTrekking’s control.

For force majeure cancellations:

Company-initiated: Full refund or free rescheduling
Government travel bans: Full refund or credit for future travel
Customer health emergencies: Partial refund (50%) with medical documentation
Natural disasters affecting destination: Full refund or free rescheduling

5. Age Restrictions and Medical Requirements

5.1 Age Limits

Minimum Age: 16 years for all mountain climbing activities
Maximum Age: 80 years (medical clearance required for participants over 80)
Safari Activities: No age restrictions, but children under 16 must be accompanied by adults

5.2 Medical Requirements

Participants must:

Medical Certificate Required for:
- Participants over 80 years of age
- Pregnant customers (all activities)
- Pre-existing medical conditions including but not limited to: sleep apnea, asthma, heart conditions, diabetes, or any condition that may be affected by altitude or physical exertion

Medical Consultation Recommended for:
- Altitude medication (Diamox) consultation
- Yellow fever vaccination requirements
- Malaria prophylaxis consultation
- Any travel health requirements specific to Tanzania

5.3 Travel Insurance

Mandatory travel insurance covering the following is required for all participants:

Medical expenses and emergency evacuation
Trip cancellation and interruption
Personal accident coverage
Minimum coverage of $100,000 USD for medical expenses

Proof of valid travel insurance must be provided before departure.

6. Equipment and Gear

6.1 Company-Provided Equipment

JoyTrekking provides the following equipment for mountain climbing:

Camping tents and sleeping mats
All meals during mountain expeditions
Cooking and Dining equipment and utensils
Basic first aid supplies, pulse oximeters
Emergency communication equipment

6.2 Customer Equipment Responsibilities

Customers are responsible for bringing all personal equipment including:

Appropriate clothing and footwear
Personal sleeping bags and gear
Personal first aid supplies and medications
Camera equipment and personal electronics

Detailed packing lists are provided for each activity type.

6.3 Equipment Rental

JoyTrekking offers equipment rental services for mountain climbing gear. Rental terms include:

Damage Liability: Customers are liable for damage beyond normal wear and tear
Replacement Costs: Full replacement cost applies for lost or severely damaged items
Cleaning Fees: Additional cleaning fees may apply for excessively dirty equipment
Return Condition: Equipment must be returned in reasonable condition

Detailed rental agreements are provided separately for rented equipment.

6.4 Equipment Failure

Company Equipment Failure: JoyTrekking will provide replacement or alternative equipment at no additional cost
Customer Negligence: Customers are liable for damage caused by misuse or negligence
Normal Wear and Tear: Company responsibility for equipment maintenance and replacement

7. Safety and Guide Authority

7.1 Guide Authority

JoyTrekking guides have final authority on all safety-related decisions including:

Route selection and modifications
Weather-related decisions
Participant fitness assessments
Emergency evacuation decisions
Activity modifications for safety reasons

Participants must follow all guide instructions and safety protocols.

7.2 Emergency Evacuation

Cost Responsibility: All emergency evacuation costs are the customer’s responsibility
Payment: Customers must pay evacuation costs upfront and seek reimbursement from travel insurance
Organization: JoyTrekking will organize and coordinate emergency evacuations but is not financially responsible
Insurance Claims: Customers are responsible for filing insurance claims for evacuation costs

7.3 Risk Acknowledgment

Participants acknowledge that mountain climbing, safari activities, and adventure travel involve inherent risks including but not limited to:

Altitude sickness and related medical conditions
Weather-related hazards
Wildlife encounters
Physical injury from outdoor activities
Remote location challenges

8. Liability and Insurance

8.1 Limitation of Liability

JoyTrekking’s liability is limited to the total cost of the booked trip. The company shall not be liable for:

Personal injury or death except where caused by company negligence
Loss, theft, or damage to personal belongings
Costs arising from trip delays or modifications
Consequential or indirect damages
Medical expenses (covered by customer’s travel insurance)

8.2 Customer Responsibilities

Customers are responsible for:

Following all safety instructions and protocols
Maintaining appropriate fitness levels for chosen activities
Proper use of all provided equipment
Respecting wildlife, local communities, and environmental regulations
Adhering to national park rules and regulations
Informing guides immediately of any health issues during the trip
Carrying adequate travel insurance

8.3 Luggage and Personal Belongings Liability

8.3.1 Airline Luggage Issues

JoyTrekking is not responsible for airline-related luggage problems including:

Lost, delayed, or damaged luggage by airlines
Airline baggage weight restrictions or excess fees
Customs delays or confiscation of items
Airport security removal of items

Customer Responsibilities for Airline Luggage:

Carry essential expedition items (medications, base layers, etc.) in carry-on luggage
Purchase comprehensive travel insurance covering luggage delays and loss
Report airline luggage issues directly to the airline and obtain reference numbers
Bring backup essential items for the first 24-48 hours of the expedition

JoyTrekking Support for Airline Luggage Issues:

Assistance with emergency equipment rental if luggage is delayed
Guidance on local purchase options for essential items
Coordination with expedition start times when possible for delayed luggage
Support with airline communication and claims processes

8.3.2 Expedition Baggage Handling

During expeditions, JoyTrekking provides porter services for carrying customer luggage on mountain expeditions. However, the company is not liable for:

Water damage to personal items during rain, river crossings, or humid conditions
Normal wear and tear from expedition conditions
Damage from improper packing by customers
Loss of items not properly secured in provided duffel bags
Theft of unsecured personal items

Customer Responsibilities for Expedition Baggage:

Pack items in waterproof bags or containers
Use provided duffel bags and follow packing instructions
Secure valuable items and avoid bringing unnecessary valuables
Carry personal medications and essential items in day packs
Report missing items immediately to expedition guides

JoyTrekking Responsibilities for Expedition Baggage:

Provide waterproof duffel bags for porter-carried luggage
Train porters in proper luggage handling procedures
Conduct daily luggage counts and checks
Investigate reported missing items promptly
Maintain reasonable care standards for customer belongings

8.3.3 Weather-Related Damage

Tanzania’s mountain and safari environments present natural risks to personal belongings:

Rain and humidity may affect electronics and clothing despite waterproof measures
Dust and sand during safari activities may impact camera equipment
Temperature extremes may affect battery life and electronic devices
Natural wear from outdoor expedition conditions

Recommended Protection Measures:

Use waterproof cases for electronics and important documents
Bring silica gel packets for moisture control
Carry backup batteries and charging equipment
Pack clothing in waterproof compression bags
Consider equipment insurance for valuable items

8.3.4 Theft and Security

While JoyTrekking takes reasonable security measures, customers are responsible for securing personal belongings:

Hotel and accommodation security is the responsibility of the accommodation provider
Vehicle security during safari activities is maintained by guides, but valuables should not be left unattended
Campsite security is provided, but customers should secure personal items in tents
Public area security (restaurants, shops, etc.) is the customer’s responsibility

Security Recommendations:

Use hotel safes for passports, extra cash, and valuable items
Carry only necessary items during daily activities
Avoid displaying expensive jewelry, electronics, or large amounts of cash
Keep copies of important documents separate from originals
Report any theft immediately to guides and local authorities

8.3.5 Insurance Requirements and Claims

Mandatory Insurance Coverage: All customers must carry comprehensive travel insurance that includes:

Personal effects coverage (minimum $2,000 USD recommended)
Luggage delay coverage for essential item replacement
Electronics and camera equipment coverage (if applicable)
Theft and loss coverage for personal belongings

Claims Support: JoyTrekking will provide:

Incident reports for insurance claims when items are lost or damaged during company-supervised activities
Documentation of weather conditions or circumstances affecting personal belongings
Assistance with local police reports for theft incidents
Coordination with insurance companies when requested

Claim Limitations: JoyTrekking will not provide:

Financial compensation for lost or damaged personal belongings
Replacement costs for items damaged by natural expedition conditions
Compensation for airline luggage issues
Coverage for items not declared or improperly secured

8.3.6 Valuable Items and Electronics

Strongly Discouraged Items:

Expensive jewelry or watches
Large amounts of cash
Irreplaceable personal items
Non-essential electronics

Electronics Considerations:

Bring backup batteries and portable charging devices
Use waterproof cases and protective equipment
Consider the weight impact on porter loads
Understand that charging opportunities may be limited
Accept responsibility for weather and environmental damage

Photography Equipment:

Professional camera equipment is brought at customer’s risk
Dust, moisture, and temperature changes are common
Consider equipment insurance for valuable photography gear
Bring protective cases and cleaning supplies
Understand that perfect storage conditions cannot be guaranteed

8.3.7 Lost Item Procedures

Immediate Reporting:

Report missing items to expedition guides immediately
Provide detailed description of missing items
Identify last known location and circumstances
Cooperate with investigation procedures

Investigation Process:

Guides will conduct immediate search of common areas
Porter luggage checks will be performed when appropriate
Accommodation staff will be notified for hotel-based losses
Local authorities will be contacted for suspected theft

Resolution Limitations:

JoyTrekking will make reasonable efforts to locate missing items
No guarantee of item recovery can be provided
Company liability is limited to providing incident documentation
Customers must pursue insurance claims for financial recovery

8.3.8 Recommendations for Luggage Management

Packing Strategies:

Distribute essential items across multiple bags
Pack one complete outfit in carry-on luggage
Use compression bags to maximize space and organization
Label all items with contact information
Create inventory lists for valuable items

Risk Mitigation:

Purchase comprehensive travel insurance before departure
Leave valuable items at home when possible
Bring backup essential items (medications, glasses, etc.)
Use hotel safes and secure storage when available
Follow all packing guidelines provided by JoyTrekking

Communication:

Inform guides of any special luggage requirements
Report concerns about luggage handling immediately
Ask questions about storage and security procedures
Understand limitations of remote expedition conditions

9. Itinerary and Service Modifications

9.1 Itinerary Changes

JoyTrekking reserves the right to modify itineraries due to:

Weather conditions and safety concerns
National park closures or restrictions
Transportation issues
Accommodation availability
Force majeure events

9.2 Service Standards

While JoyTrekking strives to provide services as described, modifications may be necessary. The company will:

Provide alternative arrangements of comparable value when possible
Notify customers of significant changes as soon as possible
Maintain safety as the primary consideration in all decisions

9.3 Group Size

Minimum Group Size: 1 person
Maximum Group Size: 15 people (larger groups may be accommodated with advance notice)
Group Composition: JoyTrekking may combine individual bookings to form groups

10. Photography and Media Rights

10.1 Company Photography Rights

JoyTrekking reserves the right to use photographs and videos taken during trips for marketing and promotional purposes, including:

Photos taken by JoyTrekking staff of customers
Photos shared by customers with JoyTrekking
Use across websites, social media, brochures, and other marketing materials

10.2 Customer Rights

Customers retain full rights to their personal photographs and may:

Use their photos for personal purposes without restriction
Share photos on social media and personal platforms
Request removal of their images from JoyTrekking marketing materials

10.3 Opt-Out Policy

Customers who do not wish their images to be used for marketing purposes must notify JoyTrekking in writing before or during their trip.

11. Data Protection and Privacy

11.1 Data Collection

JoyTrekking collects and processes personal information in accordance with European Union General Data Protection Regulation (GDPR) standards, including:

Contact information for booking and communication purposes
Medical information necessary for safety and service provision
Payment information for transaction processing
Travel preferences for service customization

11.2 Data Use

Personal information is used solely for:

Trip planning and service delivery
Safety and emergency contact purposes
Communication regarding bookings and services
Legal and regulatory compliance

11.3 Data Protection

JoyTrekking implements appropriate security measures to protect personal information and will not share customer data with third parties except as necessary for service delivery or as required by law.

11.4 Data Rights

Customers have the right to:

Access their personal information
Request correction of inaccurate information
Request deletion of personal information
Withdraw consent for data processing

12. Complaints and Dispute Resolution

12.1 Complaints Procedure

Customer complaints should be directed to:

Email: findjoy@joytrekking.com
Phone: +255 755 557 547
Address: PO Box 2218, Arusha, Tanzania

12.2 Resolution Process

JoyTrekking will:

Acknowledge complaints within 48 hours
Investigate complaints thoroughly and fairly
Provide written responses within 14 days
Seek amicable resolution of all disputes

12.3 Escalation

If complaints cannot be resolved directly, customers may seek resolution through:

Tanzania Tourism Association mediation services
Arusha commercial courts as specified in Section 13

13. Governing Law and Jurisdiction

13.1 Applicable Law

These Terms and Conditions are governed by the laws of the United Republic of Tanzania.

13.2 Jurisdiction

Any disputes arising from these Terms and Conditions or services provided by JoyTrekking shall be subject to the exclusive jurisdiction of the courts of Arusha, Tanzania.

13.3 Language

These Terms and Conditions are written in English. In case of translation into other languages, the English version shall prevail in case of any discrepancies.

14. General Provisions

14.1 Entire Agreement

These Terms and Conditions constitute the entire agreement between JoyTrekking and the customer, superseding all prior negotiations, representations, or agreements.

14.2 Modifications

These Terms and Conditions may only be modified in writing and signed by both parties. JoyTrekking reserves the right to update these terms with 30 days’ notice to existing customers.

14.3 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

14.4 Assignment

Customers may not assign or transfer their booking without written consent from JoyTrekking. JoyTrekking may assign its rights and obligations under these terms.

14.5 Waiver

Failure by JoyTrekking to enforce any provision of these Terms and Conditions shall not constitute a waiver of that provision or any other provision.

15. Acknowledgment and Acceptance

By booking services with JoyTrekking Tours & Safaris, customers acknowledge that they have:

Read and understood these Terms and Conditions in their entirety
Agreed to be bound by all provisions contained herein
Confirmed their eligibility and fitness for chosen activities
Obtained necessary travel insurance and medical clearances
Provided accurate information regarding their health and circumstances

Contact Information: January Musa Mziray
Director, JoyTrekking Tours & Safaris
T: +255 755 557 547
W: www.joytrekking.com
E: findjoy@joytrekking.com