Refund and Returns Policy

INTRODUCTION

At AMES Boat Tours, we strive to offer memorable and meaningful experiences on and around Lake Kivu, including scenic boat tours, guided hikes along the Congo Nile Trail, and authentic community-based activities. Whether you are a direct guest, a tour operator, an NGO, a school, or any other organization, we want to ensure a clear understanding of our policies and expectations to provide the best possible service.

ACTIVITY PARTICIPATION REQUIREMENTS

  • All our activities are designed to be safe, enjoyable, and accessible.
  • No prior experience is required, but guests should have reasonable fitness for hiking and mobility for boarding/disembarking boats.
  • Please notify us in advance if any participants have disabilities, and we will do our best to
    accommodate them.
  • Children under 16 must be accompanied by a responsible adult, but age limits may apply to specific tours.

HEALTH, SAFETY, AND WEATHER CONDITIONS

  • We prioritize your safety, but participation in our outdoor activities means you may be exposed to sun, wind, and changing weather conditions, always bring sunscreen, a hat, comfortable clothing, insect repellent.
  • There may be limited access to toilets or changing facilities in remote areas.
  • We operate in natural environments where conditions can change quickly.

TIMING GUIDELINES & WEATHER CONDITIONS

  • A specific start time is set and confirmed during the booking process for all tours. This time is carefully chosen based on the nature of the activity, local logistics, and expected weather conditions. We kindly ask all guests to respect and adhere to the confirmed start time to ensure a smooth, safe, and enjoyable experience for everyone involved.
  • For the best experience and safety especially on boat tours lasting several hours on Lake Kivu, we recommend starting early in the morning, no later than 8 AM, to avoid strong afternoon winds. If you choose to start later than this, we will try to accommodate your request and adjust the tour according to current weather conditions. However, please note that if this change leads to weather-related issues affecting the tour, refunds will not be provided. Your safety is our top priority, and while we will make necessary adjustments, we cannot be responsible for weather problems resulting from later start times.

WEATHER POLICY

  • We do not cancel tours due to light rain, and in cases of extreme or unsafe weather like heavy storms, high winds, or lightning, we manage the situation in your best interest and will try to reschedule or provide an alternative experience.
  • If we are unable to start the tour due to severe weather, you will receive a full refund, and if the tour begins in good conditions but weather changes during the trip, this is beyond our control, your safety remains our top priority, and we will make the safest decisions possible, and No refund will be issued once the tour has started.
  • We will always try to communicate weather-related changes in advance and suggest the best possible time to begin your activity. if possible, we will inform you in advance of any recommended changes to departure times. We highly ask all guests to remain flexible and understanding when schedules are adjusted to ensure safety and comfort.

BOOKING AND PAYMENT TERMS

  • Full payment is required to confirm all bookings, unless otherwise agreed, and must be completed at least 7 days before the activity.
  • Late or incomplete payments may result in booking cancellation.
  • Last-minute bookings (within 2 days) are subject to availability and must be paid immediately.
  • Payments can be made via Online/cards; Mobile money pay and bank transfer. Please ensure all payments are completed within the specified timelines to secure your booking.
  • Invoices, receipts, and necessary documentation are available on request, and agent bookings require prior written agreements.

CANCELLATION & REFUND POLICY

  • We refund 100% if we cannot operate or start the tour (e.g., due to severe weather or operational issues).
  • Cancellations made 48–72 hours before the tour are fully refunded or can be rescheduled at no cost. If you cancel:
  • Less than 48 hours no refund unless exceptional circumstances apply.
  • No refund is provided for:
    • Late arrivals, no-shows, or early departures during an activity.
    • Illness or positive test results (clients should claim on travel insurance).
  • For weather-related issues beyond our control, we aim to adjust the time, reschedule, or provide an alternative, but refunds are only issued if the activity cannot be started.
  • All refunds are subject to applicable transaction fees and the refund policies of any third-party providers.
  • Refunds will be processed using the same payment method originally used for the transaction.

SAFETY AND LIABILITY

  • All participants must follow guide instructions at all times.
  • Life jackets are mandatory for all boat tours (as per Rwandan law).
  • Participants must disclose any medical conditions that may affect their ability to safely take part.
  • By confirming your booking, you acknowledge and accept that AMES Boat Tours is not responsible for any personal injury or illness, loss or damage to personal property, or any consequential losses that may occur during the course of your tour.
  • All participants must have valid travel/medical insurance.

DIETARY REQUIREMENTS

  • Certain tours may include packed lunches or a stop at hotels for meals. We will provide the menu and take your order in advance—please inform us of any dietary requirements. Please note that we do not charge for meals; clients or tour operators are responsible for paying for the food directly according to the menu.
  • During the tour, we provide water, juices, local beers, fresh fruits, and factory-sealed snacks. Please make sure you are not allergic to any of these items before consuming them.

LUGGAGE & VALUABLES

  • We recommend leaving valuables at your hotel or with your primary tour provider.
  • We are not liable for any lost or damaged property. If we agree to store or assisting a transportation of your items, it is at your own risk.

PRIVACY & DATA PROTECTION

  • We collect only the necessary information for your booking and experience delivery.
  • Your personal data is stored securely and not shared beyond partners essential to your tour (e.g., accommodation, local guides, government agencies).
  • We do not store payment information. Transactions are handled securely via our approved platforms.
  • You may contact us at any time to request data updates or deletion.

USE OF PHOTOS & MEDIA

  • During our tours, we may take photos or videos for promotional use.
  • If you do not wish to appear in any media, please inform us in writing before or within 7 days after your tour.
  • By default, you grant AMES Boat Tours a non-exclusive, royalty-free license to use images for promotional purposes, we make sure we request in advance.

RESPONSIBLE TRAVEL & SUSTAINABILITY

  • We are committed to environmentally and culturally responsible tourism.
  • We encourage all guests to respect local communities, leave no trace, and reduce waste during their travels.
  • We have zero tolerance for child exploitation, trafficking, corruption, and environmental harm.

EMERGENCY PROCEDURES

  • In the event of an emergency, we assist guests in accessing local medical facilities.
  • For helicopter or advanced evacuation, we recommend that foreign visitors obtain Rwandan EMES coverage or confirm emergency benefits in their international insurance.
  • We assist only within the scope of local public services for uninsured guests, and all fees is on participants.

FEEDBACK & CONCERNS

  • Your feedback helps us grow.
  • Please share suggestions, complaints, or compliments directly with our team or via the feedback form provided after your tour.

ACCEPTANCE

  • Your trip with AMES BOAT TOURS is a huge contribution to the community around lake Kivu and conservation of its surroundings.
  • we look forward to offer the best of our services to Lake Kivu in the near future and if you need any further assistance, please do not hesitate to contact us any time