Here are our services terms. By booking a tour or other services with us, you acknowledge that you have read, understand and agree to be bound by these terms. If a booking is made on behalf of other participants, you guarantee that you have all required consents and accept the terms on behalf of those participants.

1. General Payment and Cancellation Terms

The service is confirmed and available only if pre-payment/deposit is made.


A 30%-50% deposit is required for booking and full payment at least 30 days before service commencement. If date of service falls below or within 30 days full payment is required. The payments can be made by:

Bank Wire Transfer, cash payment, Online payment with cards. The deposit forms part of the guest’s quoted amount. Depending on the guest/client’s circumstances, the remaining amount can be paid days before arrival or on arrival prior to departure. If we do not receive the final payment before the departure, we reserve the right to cancel the reservation.


Payment made will be refunded on early cancellation, less the cost of cancellation fees levied by hotels, guest houses or lodges Booking fees and bank charges are nonrefundable. Bookings canceled or reduced in length of stay or reduced in number of occupancy are subject to cancellation and no show fees as follows:

  • Between 60 and 30 days prior to arrival 35% of tour costs
  • Between 29 and 16 days – 50% of tour costs
  • Less than 14 days- 100% of tour costs. In all cases, notifications of cancellation is to be put in writing officially to New Horizon Tours and Services,the above cancellation fees may be higher depending on the property booked and parties involved in preparation of the tour
  • In case of force majeure, a 100% Full Refund is provided to the guest/client if it occurs 60 days before departure/start of service. Below those days, a refund is provided less expenses incurred while preparing the services/tour. It is understood that Permits/Tickets of activities are nonrefundable.
    If our company cancels a tour/service, we will re-book passengers on the same tour with a different departure date, as agreed with both parties. All re-bookings are subject to availability. If the replacement tour is not accepted by the client, New Horizon Tours and Services will refund all the money paid with no additional liability.

2. Insurance

We recommend insurance to cover personal injury, emergency medical assistance, cancellation charges, trip interruption, accident and luggage loss. New Horizon Tours and Services accepts no liability for damage or loss of luggage or other personal property.

3. Non-refunds for unused services

No refunds will be made for unused services once travel arrangements have commenced.

4. Complaints & Service inquiries after the tour

If after returning from tour you wish to inquire about any tour services rendered, please ensure that all correspondence relating to those services is received by New Horizon Tours and Services within 14 days after tour completion date. Any complaints on the tour, vehicle or booked property must be expressed immediately after they arise. Urgent matters that need immediate action need to be reported immediately by phone provided to you while booking. Please call our offices in Rwanda for immediate assistance. We regret that liability for any complaint not notified will not be accepted.

5. Passports and visas

A valid passport and visa are required of all tour participants except those that have a different visa scheme for the countries where we operate. Rwandans need a National ID card for tours taking place inside Rwanda.

6. Health requirements

Customers on our trips are supposed to be fit health wise especially those going on activities which require much physical fitness to be performed.

7. Guest with Special Needs

Special needs that require special attention need to be reported to the company at the time of booking. We will make reasonable efforts to accommodate special needs. However, New Horizon Tours and Services is not responsible for any denial of services, or non-provision by carriers, hotels, lodges, restaurants, or other independent suppliers, nor any additional expenses incurred. Some places and facilities are not equipped with wheelchair ramps and other facilities for the physically challenged. We will try our best to provide support/advice for special needs guests.

8. Age limitations

Activities and attractions in our tour packages have different age limitations. It is important to inform us about the age of participants so as to crosscheck age compliance in different activities and attractions. New Horizon Tours and Services will not be liable in case of access or service denial by a service provider in the booked tour package.

9. Meals on our tours

Meals are based on the hotel’s or restaurant’s buffet or set menu. In general, alcoholic beverages are not included, unless specifically stated.

10. Smoking

Smoking is not allowed on group tours. For smoking freedom, you need to book a private tour and have consent from all your co-travellers on the private tour.

11. National public holidays

During local or national holidays, certain facilities such as museums and restaurants, sightseeing tours and shopping may be limited or not available. Alternatives will be offered whenever possible.

12. Promotion, Photographs and maps

Photographs show places in geographic areas but are not necessarily included in the tour. Maps shown on the tour pages are for general information. You consent to us using images of you taken during the trip for advertising and promotional purposes for any channel that can be used. You grant us all rights to use such images for publicity and promotional purposes.

13. Safety

Please be aware that during your participation in tours operated by New Horizon Tours and Services, some risks and dangers may arise beyond our control including, but not limited to, the hazards of traveling in undeveloped areas; travel by boat, automobile, or other means of transportation; the forces of nature, political unrest and accident or illness in remote regions without means of rapid evacuation or medical facilities. New Horizon Tours and Services will not have liability regarding provision of medical care or the adequacy of any care that may be rendered. It is understood that New Horizon Tours and Services will use its best efforts to ensure that adequate measures are taken.

14. Responsibility

New Horizon Tours and Services and/or its agents act only in the capacity of agent for the passengers in all matters pertaining to the tour. They shall not be liable for any injury, damage or loss caused by neglect or default of any company or person engaged in conveying the tour, or any hotel proprietor or other person supplying services or material in connection with the tour. New Horizon Tours and Services reserves the right to withdraw a tour, refuse to accept or retain any person as a member of a tour at any time, or to make changes in the published itinerary, whenever in our sole judgment we deem it necessary for the comfort, convenience or safety of the passengers. All prices are based on tariffs in effect at the same time of publication of these Terms and Conditions and are subject to reconfirmation/Negotiation at the time of booking. Refunds for any portion of the tours not taken will be made by the operator on the cancelled portion, less the expenses incurred in the handling. All requests for refund must be sent to New Horizon Tours and Services, in writing, no later than 30 days after cancellation or after the tour where applicable. New Horizon Tours and Services shall be released from any liability under the guarantee to such a participant who does not file a timely claim.

15. Privacy

Any personal information we collect from you is used solely for preparation of your trip, service provision or promotional purpose. This information may be disclosed to our agents, service providers or other suppliers to enable us to operate your trip/service. We will not share your information to a third party who does not have anything to do with your service provision.

DISCLAIMER: These Terms and conditions are subject to change without notice.