What is recoverable, when, and how we work on your behalf.

The principle

IMAGINE composes journeys from many independent partners — lodges, aviation operators, permit-issuing authorities, guides, and ground services. Cancellation terms are set by them; we honour them transparently and do everything reasonable to recover what is recoverable on your behalf.

The standard sliding scale

Unless specified otherwise in your proposal, the following applies once your itinerary is confirmed:

• More than 90 days before travel — deposit forfeited; balance returned in full.
• 60 – 90 days before travel — 30% of the journey cost retained.
• 30 – 59 days before travel — 60% retained.
• Inside 30 days, or no-show — 100% retained.

Permits and aviation

Gorilla and chimpanzee permits, once issued by the Uganda Wildlife Authority or Rwanda Development Board, are non-refundable and non-transferable. Light-aircraft seats, once ticketed, follow the operator's tariff — typically non-refundable inside 30 days. These costs are disclosed line-by-line on every proposal.

The studio design fee

The design fee is non-refundable. It pays for the research, the calls, the rewriting, and the holds we placed on your behalf during the design phase. It is credited in full against the cost of any confirmed journey.

If the studio must cancel

In the rare event that IMAGINE must cancel a confirmed itinerary for reasons within our control, all monies paid to the studio and to our partners will be refunded in full, and we will offer to redesign and rebook the journey at no further design fee.

Force majeure

Where travel is prevented by events beyond reasonable control — political unrest, natural disaster, pandemic, lodge closure, or government action — we will work in good faith to reschedule, redirect, or recover what is recoverable from third parties. We cannot guarantee refund of monies already paid to suppliers in such cases. Comprehensive travel insurance is required for exactly this reason. Read the insurance requirements.

Amendments

Date changes, name changes, and itinerary adjustments are accommodated wherever lodges and permit authorities allow. Amendments inside 60 days may incur supplier fees, which are passed through at cost. The studio does not charge a separate amendment fee.

How to cancel or amend

Write to your designer or to journeys@imagine.travel. The date of receipt of your written notice is the date used to calculate any refund. A real person — usually one of the founders — will write back the same working day.

Read alongside the Terms of Engagement and the Booking Conditions.