Booking Terms & Conditions – Updated August 2025
These Booking Terms and Conditions, together with our privacy policy and, when applicable, our website terms and conditions, form the foundation of your contract with Mucha Riverside Lodge, located on Bwindi-Kisoro Road, Kisoro, Uganda (“we,” “us,” “our”). Please read these terms carefully, as they outline the rights and obligations between us and you. References to “you” and “your” include the primary individual named on the booking, all other persons for whom a booking is made, or any person to whom a booking is added or transferred.
By making a booking, the primary named person on the booking (the lead name) confirms on behalf of all persons listed that:
- They have read and agreed to these terms and conditions, with the authority to bind all listed persons to them;
- They will provide complete and accurate information to all members of the booking party, including any changes;
- They consent to our collection and use of personal information in line with our Privacy Policy and have the authority to disclose personal details for all named individuals on the booking, including sensitive information (such as health conditions, dietary requirements, or accessibility needs);
- They are over 18 years of age, and, if booking age-restricted services, confirm that all members of the party meet the age requirements;
- They accept financial responsibility for payment of the booking on behalf of all individuals named on the booking.
Our obligations to you depend on the nature of your booking. When you reserve a package or other services with us, specific conditions will apply based on whether we are acting as the provider of a complete package or as the provider of individual services such as accommodations only. Please refer to the sections below for detailed terms: Section A outlines general conditions applicable to all bookings; Section B covers terms for package bookings; and Section C pertains to single-element bookings, where we are the direct provider (e.g., a lodge-only reservation).
1. Booking Your Arrangements
When you make an inquiry with us, we will provide a quote based on your requested travel arrangements. If you accept this quote, you’ll need to pay a deposit or, if booking within the final payment deadline, the full payment. A booking is confirmed when:
a) you confirm your intent to book based on our quotation,
b) the deposit or full payment is made as required, and
c) we issue a booking confirmation.
We reserve the right to refund your deposit and decline a booking at our discretion. A binding contract between you and Mucha Riverside Lodge is established once we have issued a booking confirmation, detailing your booking arrangements. Please verify all booking details upon receipt and notify us of any inaccuracies within ten days, as changes may not be possible later, potentially affecting your rights.
2. Accuracy
We strive to ensure that all information and pricing on our website and other materials are accurate. However, occasional errors or changes may occur, and we reserve the right to amend details and prices in such cases. Please confirm the current price and all other details related to your arrangements before finalizing your booking.
3. Insurance and Standards
It is required that you have adequate insurance covering medical expenses, personal injury, medical evacuation, and personal property. Insurance should also cover high-risk activities (e.g., hiking, rafting) if you plan to participate. Note that the standards of safety, medical care, and security may differ from those in your home country, as these are based on Ugandan regulations and services.
4. Special Requests
Special requests should be made at the time of booking and confirmed in writing. While we make efforts to accommodate reasonable requests, we cannot guarantee fulfillment. Special requests noted on confirmation documents do not constitute a guarantee unless specifically confirmed. We do not accept bookings contingent on special requests being met.
5. Cutting Your Holiday Short
If you must return home early, refunds for unused services cannot be provided. If you leave due to non-urgent reasons unrelated to accommodation or service standards, we are not liable for unused services or additional costs incurred. Your travel insurance may offer coverage for curtailment, and any claim should be directed to them.
6. Fitness to Travel and Medical Conditions
While we are not a specialist provider for accessible travel, we will try to accommodate special requirements if informed in advance. If anyone in your party has a medical condition or disability affecting their stay, please disclose it prior to booking. If we cannot accommodate the needs of the individual(s) concerned, we reserve the right to decline or cancel the booking with applicable cancellation fees.
7. Behaviour and Age Restrictions
Guests are expected to conduct themselves in a respectful manner and avoid disturbing others. If disruptive or dangerous behavior occurs, we reserve the right to terminate your booking immediately, without refund or compensation for unused services. You will be liable for any damages caused and must cover these costs prior to departure. Children are welcome at Mucha Riverside Lodge; however, guests should note that activities such as gorilla trekking have age restrictions, generally requiring participants to be over 15 years old.
8. Excursions
Excursions or tours booked locally are separate from your contract with us. Any excursions you book independently will be governed by the operator’s terms, and we are not liable for any issues that may arise during such activities.
9. Passport, Visa, and Immigration Requirements and Health Formalities
We provide general guidance on passport and visa requirements, but it is your responsibility to confirm and meet the passport, visa, health, and immigration requirements for your travel itinerary. We advise you to verify specific requirements with the relevant Embassies or Consulates and consult your doctor regarding health requirements well before departure. Health facilities, hygiene, and disease risks vary globally. Seek updated health advice early for your specific needs.
10. Complaints
We strive to ensure your stay at Mucha Riverside Lodge goes smoothly. However, if you encounter any issues during your stay, please inform our staff immediately. If unresolved, contact us as soon as possible at info@muchalodges.com or +256 776 556 674. Should you wish to file a formal complaint, send written notice within 28 days of your stay’s conclusion, including your booking reference and relevant details.
11. Delays, Missed Transport Arrangements, and Other Travel Information
If you miss your flight or other travel arrangement, or if it is canceled or delayed by over three hours, notify the airline or transport supplier immediately. Additionally, contact us so that we can adjust for your late arrival where possible.
12. Force Majeure
We are not liable or obligated to compensate if unexpected events beyond our control disrupt our service commitments. Such events may include, but are not limited to, war, civil unrest, terrorism, pandemics, significant health risks, natural disasters, or government action.
13. Conditions of Suppliers
Many services included in your stay are provided by independent suppliers, who operate under their terms and conditions. Copies of supplier terms are available upon request.
14. Low Season Rates
Low season rates apply to new accommodation and safari bookings at Mucha Riverside Lodge between March 1 – May 31 and October 1 – December 15. Low season rates are based on availability and cannot be combined with other discounts or offers.
15. Transportation
We ensure our vehicles meet road safety standards, and our drivers adhere to a strict code of conduct. Guests are not permitted to operate or alter vehicles.
16. Law and Jurisdiction
These terms and conditions are governed by Ugandan law, and any disputes are subject to the jurisdiction of Ugandan courts.
