Customer Compensation Statement

Last updated: June 6, 2026

This statement explains how GambaUganda Safaris reviews customer concerns and possible remedies when a confirmed service is not delivered as agreed. It is intended to be read with our Terms & Conditions and Cancellation & Refund Policy.

1. Our Approach

We aim to resolve service concerns fairly, promptly, and in proportion to the issue. Where a concern arises during travel, our first priority is practical correction: communication, replacement arrangements, supplier follow-up, itinerary adjustment, or other reasonable support while the trip is still underway.

2. Report Issues During Travel

Please report service issues as soon as possible to your guide or our operations contact. Early reporting gives us the best chance to correct the problem, document the facts, and involve the relevant lodge, park, transport provider, guide, or activity supplier.

3. Formal Review After Travel

If the concern is not resolved during travel, submit a written complaint within a reasonable time after the trip, including booking reference, dates, affected service, photos or receipts where relevant, and the remedy you are requesting. We will review the complaint against the confirmed itinerary, supplier records, guide notes, payment records, and applicable policy terms.

4. Possible Remedies

Depending on the facts, a remedy may include clarification, apology, supplier follow-up, replacement service where practical, partial refund for an undelivered recoverable service, future travel credit, or discretionary goodwill support. Any remedy depends on the confirmed booking terms, supplier rules, costs already incurred, and applicable law.

5. What Compensation Normally Does Not Cover

• Weather, wildlife movement, road conditions, park decisions, force majeure, government action, border or airline disruption, or other circumstances beyond reasonable control.
• Personal expenses, emotional distress, indirect loss, consequential loss, missed enjoyment, or unused services caused by late arrival, illness, documents, conduct, or traveler choice.
• Supplier terms, permit restrictions, non-refundable deposits, bank fees, card charges, or costs already committed where they are not recoverable.
• Losses that should be claimed under travel insurance, including medical costs, evacuation, baggage loss, trip interruption, or covered cancellation events.

6. Supplier and Insurance Claims

Some issues must be assessed with third-party suppliers or insurers. We can request supplier information and provide reasonable documents to support a guest claim, but we do not control supplier refund decisions or insurance claim outcomes.

7. No Automatic Guarantee

This statement does not create an automatic right to compensation for every change, delay, disappointment, or disruption. It confirms our process for reviewing concerns and offering reasonable remedies where the facts and applicable terms support them.

8. Contact

GambaUganda Safaris
Email: info@gambaugandasafaris.com
Phone/WhatsApp: +256 701 943 760
Location: Kampala, Uganda