Last updated: 1 September 2026

Terms of Service

These Terms of Service ("Terms") govern your use of feelstimeless.com (the "Site") and every travel service you request from or book through Feels Timeless ("Feels Timeless", "we", "us", "our"), a travel company registered in Uganda and based in Nakawa, Kampala. By using the Site, requesting a quote, or confirming a booking, you agree to these Terms. If you book on behalf of other people — family, friends, colleagues or staff — you confirm you have their authority to accept these Terms for them and to share their details with us.

1. Our role

Feels Timeless designs itineraries and arranges travel services as an agent and intermediary. The services that make up your trip — flights, accommodation, ground transport, park entry and trekking permits, event and festival tickets, activities and guiding — are delivered by third-party suppliers ("Suppliers"). Each Supplier's own terms, conditions and liability rules apply to the service it provides, in addition to these Terms. We choose Suppliers with care and, wherever practical, ones we have used ourselves.

2. Quotes & the booking process

  1. Request. You send us a trip request through the Site's booking form (delivered by the email or WhatsApp message it prepares), or directly by phone, email or WhatsApp. Submitting a request costs nothing and does not commit you to anything.
  2. Itinerary & quote. We aim to reply within 48 hours with a tailored itinerary and a written quote. Quotes state what is included and excluded and how long the quote remains valid. Until you pay a deposit, availability and prices are not guaranteed and may change (for example, permit availability or airfare movements).
  3. Confirmation. Your booking is confirmed when we receive your deposit (usually 30% of the trip price, unless stated otherwise in your quote — some components such as flights, event tickets or gorilla permits may require full payment upfront) and we send you written confirmation.
  4. Balance. The remaining balance is due by the date stated in your quote and always before departure. If the balance is not received on time we may treat the booking as cancelled by you (section 5 applies).

3. Prices & payment

  • Prices are quoted per booking, typically in US dollars or Ugandan shillings, as stated in your quote.
  • We accept mobile money, bank transfer and card payments as agreed per booking. Every payment is confirmed with a receipt. Never pay to any account or number other than the ones we give you in writing.
  • Once your deposit is paid, your quoted price is locked except for changes outside our control imposed by Suppliers or authorities (for example government taxes, park fee increases or airline fuel surcharges). We will always show you the evidence of any such change.
  • Bank charges, transfer fees and currency-conversion costs are borne by the payer.

4. Changes by you

Tell us as early as possible if you want to change dates, travelers, accommodation or any other component. We never charge our own fee for reasonable rescheduling requested with adequate notice; however, Supplier change fees and fare or rate differences may apply and will be passed on at cost. Name changes on flights and permits are subject to the relevant Supplier's or authority's rules.

5. Cancellations

a) Cancellation by you

  • Cancellations must be sent to us in writing (email or WhatsApp).
  • Refunds depend on what each Supplier returns to us: we will pursue every refundable component and pass refunds to you in full, less any non-refundable components and Supplier cancellation fees.
  • Some components are non-refundable by their nature once issued, including gorilla and chimpanzee trekking permits, most event and festival tickets, and many discounted airfares. Your quote identifies these where possible.
  • The earlier you cancel, the more is typically recoverable.

b) Cancellation by us

In the rare event we must cancel a confirmed trip for reasons within our control, you choose between a full refund of all amounts paid to us or an alternative trip of equivalent value. Where a Supplier cancels or materially changes a service (for example an event organiser postponing a festival), we will tell you promptly, present the options the Supplier offers (rebooking, credit or refund), and pass on whatever the Supplier returns.

6. Events & festival packages

  • Tickets are issued by event organisers under their own terms; entry conditions, age limits, security rules and prohibited-items lists are the organiser's.
  • Event dates, lineups and venues can change or be cancelled by organisers; we have no control over such changes. Where that happens, section 5(b) applies to the affected components, and unaffected travel components (transport, accommodation) are handled per their own Supplier terms.
  • For sports packages such as AFCON 2027, match schedules, kick-off times and venues are set by the competition organisers and may change.

7. Travel documents, visas & health requirements

  • You are responsible for ensuring every traveler has a valid passport (generally with at least six months' validity beyond return), the required visas, and any required health documentation — for example, a yellow-fever vaccination certificate is required for entry to Uganda and several regional destinations.
  • We gladly assist with visa guidance, invitation letters and checklists, but visa issuance is at the sole discretion of the issuing authority; refusal or delay is not grounds for a fee-free cancellation.
  • Names given to us must exactly match passports. Errors in details you provide, and any resulting costs, are your responsibility.

8. Travel insurance

We strongly recommend — and for certain adventure activities require — comprehensive travel insurance covering medical treatment, evacuation, cancellation, curtailment and personal belongings. We can arrange cover on request. Traveling uninsured is at your own risk.

9. Health, safety & assumption of risk

Adventure activities — including white-water rafting, kayaking, gorilla and chimpanzee trekking, mountain hiking, quad biking, zip-lining and boat trips — carry inherent risks even when properly supervised. You agree to follow the safety instructions of guides and Suppliers, use provided safety equipment, disclose relevant medical conditions in advance, and accept that participation is voluntary and at your own risk. Suppliers may require you to sign their own waivers. You must also comply with park rules and wildlife-viewing regulations, which exist for your safety and for conservation.

10. Our liability

  • We exercise professional skill and care in selecting Suppliers and assembling your trip, and we are responsible for performing our own agency services properly.
  • Because Supplier services are not under our control, we are not liable for the acts, errors, omissions or negligence of Suppliers, nor for loss, injury, damage, delay or additional expense caused by events beyond our reasonable control — including weather, road conditions, mechanical failure, strikes, civil unrest, epidemics, government action or force majeure (section 11).
  • Where we are found liable in connection with a trip, our total liability is limited to the amount you paid us for the affected trip, except where the loss involves death or personal injury caused by our own proven negligence, or any other liability that cannot be excluded or limited under Ugandan law.
  • Nothing in these Terms limits your rights against a Supplier under that Supplier's terms or applicable law.

11. Force majeure

Neither party is liable for failure to perform caused by circumstances beyond reasonable control, including natural disasters, extreme weather, epidemics or pandemics, war, terrorism, civil disturbance, labour disputes, government restrictions or border closures. If force majeure affects a confirmed trip, we will work with you and the Suppliers to reschedule, re-route or recover what is recoverable.

12. Your responsibilities & conduct

  • Provide accurate, complete information for all travelers, and update us promptly if anything changes;
  • Arrive on time for departures, transfers and activities — missed services due to lateness are not refundable;
  • Respect local laws, cultures and communities, and behave in a way that does not endanger or unreasonably disturb others;
  • We and our Suppliers may refuse or discontinue service, without refund, to any traveler whose conduct endangers safety or seriously disrupts a trip.

13. Website use

  • The Site's content — text, design, logos and our own photography and video — belongs to Feels Timeless or its licensors. You may not copy or reuse it commercially without our written permission. Some destination imagery is licensed from third-party sources.
  • You may not misuse the Site: no attempts to breach its security, scrape it at scale, submit malicious code, or impersonate others.
  • The Site links to third-party sites and services we do not control and are not responsible for.
  • Site content — including itineraries, sample durations and event dates — is provided in good faith for general information and may change; your written quote and confirmation are what contractually define your trip.

14. Reviews & traveler photos

  • Reviews must reflect your genuine experience. We may remove content that is fraudulent, defamatory, obscene, infringing, or unrelated to our services, and we may correct formatting.
  • By publishing a review or photo on the Site you grant Feels Timeless a non-exclusive, royalty-free, worldwide licence to display it on the Site and, with your consent, in our marketing. You can withdraw a review at any time by emailing us and we will remove it (see our Privacy Policy).
  • Only upload photos you took or have the right to share, and make sure identifiable people in them consent to publication.

15. Privacy

Our collection and use of personal information is described in our Privacy Policy, which forms part of these Terms.

16. Governing law & disputes

These Terms are governed by the laws of the Republic of Uganda. If a dispute arises, contact us first — almost everything can be resolved with a conversation, and we commit to good-faith negotiation. Failing amicable resolution within 30 days, disputes are subject to the exclusive jurisdiction of the courts of Uganda.

17. General

  • If any provision of these Terms is found invalid, the rest remain in effect;
  • A failure to enforce any provision is not a waiver of it;
  • These Terms, together with your quote, written confirmation and the Privacy Policy, form the entire agreement between you and Feels Timeless for your trip;
  • We may update these Terms from time to time; the version in force when you confirm a booking applies to that booking.

18. Contact

Feels Timeless · Nakawa, Kampala, Uganda · info@feelstimeless.com · +256 770 691 883 / +256 777 826 781 / +256 708 483 536 · planners online 24/7.

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