Payment & Cancellation Policy

Payments must be made only to official company accounts or through payment instructions supplied by Viatrix on an official invoice or written company communication.

• Required booking deposit: The deposit needed to reserve services will be stated in your quotation or invoice. No fixed percentage is published until formally confirmed by Viatrix.
• Booking confirmation: A request is confirmed only after the required deposit or payment has cleared and Viatrix has issued written confirmation, subject to supplier availability.
• Remaining balance: The exact balance and due date will be shown on the official invoice or booking confirmation.
• Late or non-payment: If payment is not received by the stated due date, Viatrix may be unable to hold services and may cancel the booking subject to supplier terms and recoverable costs.
• Invoices and receipts: Viatrix provides official invoices and written payment confirmations or receipts. Keep these records with your booking documents.

Cancellation requests must be made in writing through an official Viatrix communication channel. The date on which Viatrix receives the request is treated as the cancellation date. Any cancellation charge or refund depends on how far in advance the cancellation is received, services already secured and the terms of relevant suppliers.

Editable policy area: Official cancellation periods and percentages have not yet been supplied. Add them to this table only after written approval by Viatrix management.

• Eligibility: Refunds apply only to amounts that remain recoverable after applicable cancellation charges and supplier deductions.
• Non-refundable services: Gorilla or chimpanzee permits, park fees, tickets, accommodation deposits and other supplier services may be non-refundable once purchased or confirmed.
• Processing: Viatrix will explain the approved amount and payment method in writing. The processing time will depend on the original payment method and relevant suppliers.
• Supplier deductions: Bank fees, payment processing costs and non-refundable third-party charges may be deducted where applicable.
• Rescheduling or credits: Where suppliers permit, Viatrix may offer a date change or booking credit as an alternative to cancellation. Any difference in price remains payable.
• Force majeure: Where travel is affected by events outside reasonable control, Viatrix will work with suppliers to seek practical alternatives, credits or recoverable refunds, without guaranteeing amounts a supplier does not return.

• Accepted currencies are confirmed on the quotation or invoice for each booking.
• Where currency conversion is required, the amount may reflect the exchange rate available at the time payment is processed.
• The client is responsible for applicable bank, card, intermediary, mobile money or payment-gateway charges unless the invoice states otherwise.
• Viatrix must receive the full invoiced amount. A shortfall caused by fees or currency conversion remains payable before the stated deadline.

Use only payment information communicated through official Viatrix channels and shown on an official invoice. If payment instructions change unexpectedly, contact Viatrix using the published telephone number or email address before paying.