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1. Booking requests

Requests may be made through the CRC website, email, WhatsApp, telephone or another approved channel. Please provide your name, preferred service or experience, preferred date, number of participants, contact information and any special requests. Sending a request does not itself confirm a booking.

2. Booking confirmation

A booking is confirmed only when CRC has confirmed availability, you have agreed to the service details and price, and any required deposit or payment has been received and confirmed. Wait for CRC's confirmation by an agreed communication channel before treating arrangements as confirmed.

3. Deposits and payments

Depending on the service, CRC may require full advance payment, a deposit or another agreed arrangement. The amount and deadline will be communicated before confirmation. Unless agreed otherwise in writing, outstanding payment is due before the service begins. Missing a payment deadline may result in the booking being cancelled or released.

4. Prices, inclusions and exclusions

Your quotation or booking confirmation should state what is included. Unless expressly included, the price may exclude transport, accommodation, meals and drinks, entrance fees, visas or travel documents, travel insurance, shopping, personal expenses and other third-party costs. Please check all inclusions and exclusions before paying.

5. Changes requested by the client

Please contact CRC as soon as possible to change a date, participant count, activity, destination or other agreed arrangement. CRC will make reasonable efforts to accommodate changes, subject to availability. Additional costs may apply if the change increases the cost of providing the service.

6. Cancellation by the client

Please notify CRC as soon as possible if you need to cancel. Refund eligibility depends on the service booked, amounts paid, notice given, costs already committed or paid to third-party providers, and whether those costs can reasonably be recovered or avoided. Deposits or other payments used to secure reservations, permits, tickets, guides, transport or other arrangements may be non-refundable.

7. General cancellation and refund guidelines

• More than 14 days before the service: you may be eligible for a refund less reasonable non-refundable costs already committed or paid.
• 7–14 days before the service: a partial refund may be possible, depending on costs already committed and arrangements made.
• Less than 7 days before the service: refunds may be limited or unavailable where costs have been committed or the service cannot reasonably be resold or rearranged.
• No-show: payment may be non-refundable if you do not arrive for a confirmed service and have not given prior notice.

These are general guidelines, not a guarantee of a particular refund. CRC may consider exceptional circumstances individually. Any service-specific terms agreed in writing will apply to that booking.

8. Postponement

You may ask to move a booking to another date. CRC will make reasonable efforts to accommodate the request, subject to availability, price changes, third-party requirements and operational considerations. You may be responsible for additional costs caused by postponement.

9. Changes or cancellation by CRC

CRC may need to change, postpone or cancel an arrangement because of weather, safety or security concerns, provider unavailability, government restrictions, public emergencies, operational difficulties or other circumstances beyond its reasonable control. Where reasonably possible, CRC will inform affected clients promptly and may offer an alternative date or service, a credit toward another service, or a refund of eligible amounts received by CRC, depending on the circumstances.

10. Third-party services

Bookings may involve accommodation providers, transport providers, guides, restaurants, venues, entrance facilities and other suppliers. These providers may have their own cancellation and refund terms. CRC may be unable to refund amounts that have already been paid to a third party and are non-refundable. Relevant supplier conditions will be explained where applicable.

11. Late arrival

Please arrive at the agreed meeting point and time. If you expect to be late, contact CRC as soon as possible. CRC will make reasonable efforts to accommodate late arrivals where practical, but significant delays may shorten an activity, change the schedule, cause additional costs or make part or all of the service impossible to provide. Refunds may not be available for missed services caused by late arrival.

12. Client responsibilities

Clients are responsible for providing accurate booking information, checking the confirmation, arriving on time, meeting agreed payment obligations, informing CRC of relevant requirements, following reasonable safety instructions, and respecting local laws, customs, communities and service providers.

13. Exceptional circumstances

CRC may review serious or exceptional circumstances individually. Decisions about refunds or alternative arrangements will take account of the circumstances and costs already committed.

14. Travel insurance

Clients are encouraged to obtain suitable travel or personal insurance where appropriate. Insurance may help with unexpected cancellations, medical emergencies, travel disruptions or loss of belongings. Unless expressly agreed otherwise, insurance is not included in CRC's service prices.

15. Refund method and timing

If a refund is approved, CRC will communicate the approved amount, refund method, any applicable administrative or transaction costs, and expected processing period. Refunds will normally be made using an appropriate method agreed between CRC and the client.

16. Updates to this policy

CRC may update this policy from time to time. The current version and its effective date should be published on the CRC website.

17. Contact about bookings and refunds

For booking, cancellation, postponement or refund questions, contact Cultural Roots Compass Ltd (CRC), Rwanda, through WhatsApp: +250 788 689 714.

By submitting a booking request, confirming a booking or using a CRC service, you acknowledge that you have read and understood this Booking & Cancellation Policy.