Financial Protection | Serengeti Safari Experts | Secure Pay

Financial Protection Latest Update Date:  January 8, 2026

This Financial Protection Policy explains how we protect customer payments, manage financial risk, and handle refunds, cancellations, and supplier failures. It applies to all bookings made with us through our website, by email, by phone, or in person.

1. Scope

This financial protection policy covers payments, deposits, balances, refunds, protections against supplier insolvency, payment security, and dispute resolution for customers who book itineraries, accommodations, transport, or other services through our company.

2. Booking payments, deposits & balances

• A deposit (or full payment) is required to secure most bookings. The amount and due date for deposits and final payments are shown on your booking confirmation and invoice.

• Final payment deadlines and accepted payment methods are stated in your booking documents. If we do not receive final payment by the stated deadline, we reserve the right to cancel the booking and apply any cancellation charges set out in our Terms & Conditions.

3. How customer funds are handled

• Customer funds received by us are held in our corporate accounts and are used to secure supplier services (lodges, transport, permits, etc.). Where required by law or third-party protection schemes, customer funds may be held in a designated client trust account; details will be provided on request.

• We do not use customer payments for unrelated business operations.

4. Payment security

• We process online card payments and bank transfers via reputable third-party payment providers. Cardholder data is handled according to industry standards; sensitive payment information is not stored on our servers except when required and only while processed by PCI-compliant providers.

• For your safety, always confirm that payment requests originate from our official contact details listed on your booking documents.

5. Third-party suppliers & their financial responsibility

• Many elements of your booking (lodges, carriers, local guides, permits) are supplied by third-party vendors. Those suppliers are responsible for delivering the services they provide.

• If a supplier fails (e.g., insolvency or refusal to provide services), we will work to secure a replacement, provide alternatives, or offer refunds where appropriate. Our ability to replace services will depend on availability and the terms of supplier contracts.

6. Protection against supplier insolvency

• Depending on your country of residence and the product purchased, bookings may be protected by a recognized travel protection scheme or bonding arrangement. If specific protection applies to your booking (for example, a licensed bonding scheme or consumer protection fund), details will be provided on your booking confirmation.

7. Refunds & cancellations

• Refunds for cancellations by customers are subject to our standard cancellation policy and any charges imposed by suppliers. Full details of cancellation charges and the refund process are provided in your booking confirmation and our Terms & Conditions.

• If we cancel a booking for reasons within our control, we will offer alternatives or a full refund. If cancellation is due to force majeure or third-party supplier failure, available remedies will follow supplier terms and applicable law.

8. Liability and limits

• Our liability for financial loss resulting from supplier failure, errors, or omissions is governed by our Terms & Conditions, the contracts with our suppliers, and applicable law. To the extent permitted by law, we limit liability for indirect or consequential losses.

9. Travel insurance recommendation

• We strongly recommend that every customer purchase comprehensive travel insurance that covers trip cancellation, interruption, medical expenses, emergency evacuation, and supplier insolvency where available. Insurance should be obtained at the time of booking to maximize coverage.

10. Chargebacks & disputed payments

• If you dispute a card payment, please contact us first so we can attempt to resolve the matter quickly. If you pursue a chargeback through your card issuer, we will cooperate fully with the issuer’s investigation. Unjustified chargebacks may be recovered from the cardholder.

11. Complaints & dispute resolution

• If you have a financial complaint (refund, supplier failure, payment dispute), please contact our Customer Service team at:
  Email: contact@serengetisafariexperts.com
  Phone: +255 796 239 059
  Postal address: P.O. Box 406, Arusha, Tanzania

• We aim to acknowledge complaints within 5 business days and provide a full response as soon as practicable. If we cannot resolve the dispute directly, we will explain available independent dispute resolution or consumer protection bodies relevant to your jurisdiction.

12. Changes to this policy

• We may update this Serengeti Financial Protection Policy to reflect changes in law, supplier arrangements, or our financial safeguards. The effective date at the top will be revised, and material changes will be notified to existing customers when appropriate.

13. Transparency & further information

• For transparency, we will provide, on request and where applicable, details of client trust account arrangements, insolvency protection schemes, insurance coverage, and third-party suppliers used to fulfill your booking.

• To request this information or for any questions about how your payments are protected, contact us at the details above.