Malawi on Wheels - Tours and Safaris Limited is a duly registered tour operator based in Lilongwe, Malawi, specializing in curating immersive travel experiences that showcase Malawi’s diverse landscapes, rich cultural heritage, and extraordinary wildlife. Our commitment is to deliver safe, sustainable, and professionally managed journeys while upholding the highest standards of customer service and ethical tourism practices. These Terms comprehensively outline your rights, responsibilities, and limitations when engaging with our Services. We strongly advise reviewing this document in its entirety before finalizing any Booking, as it forms the foundation of our contractual relationship.

To ensure clarity and mutual understanding, the following terms shall bear the specified meanings throughout these Terms:

"Booking": - A formally confirmed reservation for Services, secured through payment and acknowledged via written confirmation from the Company.

"Customer": - Any individual, group, corporate entity, or third-party representative booking or utilizing our Services.

"Services": - All travel-related offerings provided by the Company, including but not limited to guided tours, wildlife safaris, vehicle rentals (self-drive or chauffeur-driven), airport transfers, accommodation arrangements, and bespoke travel itineraries.

"Force Majeure": - Unforeseeable events beyond our reasonable control, including natural disasters, pandemics, civil unrest, governmental actions (e.g., border closures, travel bans), strikes, or extreme weather conditions.

"Supplier": - Third-party service providers (e.g., hotels, lodges, transport operators) contracted to facilitate components of our Services.

Bookings may be initiated through our official website, mobile application, email correspondence, telephone, or in-person at our Lilongwe office. A Booking is exclusively confirmed upon:

1. Receipt of full payment or the stipulated non-refundable deposit (typically 30% of the total cost); and

2. Issuance of a written confirmation (via email or SMS) containing a unique Booking reference number.

Customers are obligated to provide accurate personal details (full legal name, contact information, passport/ID numbers), itinerary preferences, and any special requirements (e.g., dietary restrictions, medical conditions, accessibility needs). The Company reserves the unequivocal right to decline Bookings that contravene safety protocols, legal requirements, or operational capacities.

Customers may request modifications to confirmed Bookings (e.g., date changes, itinerary adjustments, passenger alterations) subject to availability and the following stipulations:

1. More than 30 days before Service: Amendments incur a fixed administrative fee of MWK 10,000.
2. Between 15 – 30 days before Service: Amendments attract a surcharge equivalent to 25% of the total Booking value.
3. Less than 15 days before Service: Amendment requests will be processed as cancellations under the provisions outlined in the Cancellations & Refund Policy.

The Company reserves the right to implement amendments (e.g., vehicle substitutions, route modifications, accommodation changes) due to operational exigencies, safety considerations, or Supplier-initiated alterations. Any substitute provided will be of equal or superior quality and value at no additional cost to the Customer. Should no reasonable substitute be available, Customers may elect between a full refund or rescheduling without penalty.

Cancellation by Customer:

Cancellations are only valid if received in writing and are calculated from the date of receipt of notice of cancellation.

1. 60 - 45 days before arrival 25% of total booking value

2. 44 - 30 days before arrival 40% of total booking value

3. 29 - 15 days before arrival 50% of total booking value

4. 14 - 0 days before arrival 100% of total booking value

5. 100% of total booking value for non-arrival or no show

Cancellations by the Company:

1. We reserve the right to cancel Bookings due to Force Majeure events, credible safety threats, or Supplier failures. Affected Customers will be promptly notified and offered either a full refund or alternative arrangements of comparable value.

2. Refunds will be processed within 14 business days to the original payment method used. Please note that third-party services (e.g., flights, accommodation bookings) are governed by the cancellation policies of the respective Suppliers).

Payments are accepted in Malawi Kwacha (MWK) or United States Dollars (USD) via cash, direct bank transfer, or credit/debit card (Visa, Mastercard). All quoted prices include applicable Malawian taxes, such as Value Added Tax, levies, unless explicitly stated otherwise. To secure all bookings, a non-refundable deposit is mandatory, with the outstanding balance due 60 to 45 days prior to the commencement of the service. Failure to pay the balance within this timeframe may result in automatic cancellation without entitlement to a refund. Unless any other arrange has been made. Any additional costs, including park entry fees, fuel surcharges, optional activities, or third-party services, are the sole responsibility of the customer and must be settled directly with the relevant supplier or the company as specified.

Customers bear sole responsibility for obtaining and carrying valid travel documentation throughout their journey. This includes passports with a minimum validity of six months beyond the intended departure date from Malawi, appropriate visas (where required), health certificates, and proof of mandatory vaccinations (e.g., yellow fever). While the Company provides general guidance on documentation requirements, we accept no liability for entry denials, immigration delays, or associated costs resulting from inadequate or invalid travel documents. Non-Malawian residents are strongly advised to verify visa requirements with the Malawi Department of Immigration well in advance of travel.

Baggage allowances and restrictions are determined by vehicle type, mode of transport, and Supplier policies. Customers are generally permitted:

1. Soft-sided luggage not exceeding 15kg per person for safari tours.
2. Carry-on essentials limited to medications, travel documents, and valuables.

The Company disclaims all liability for loss, damage, theft, or destruction of baggage or personal belongings during the provision of Services. Customers are strongly advised to insure high-value items and report any incidents to our staff and local authorities within 24 hours of occurrence.

Participation in our Services inherently involves exposure to certain risks, including but not limited to wildlife encounters, road travel in varying conditions, outdoor activities in remote environments, and potential health hazards. Customers voluntarily assume all such risks associated with their chosen itinerary. The Company accepts no liability for:

1. Personal injury, illness, disability, or death resulting from Customer negligence, pre-existing medical conditions, or failure to adhere to safety instructions.
2. Losses arising from theft, accidents, natural disasters, or other unforeseen events.
3. Damages caused by Customers to third parties, property, or the environment.

Comprehensive travel insurance is mandatory for all Customers engaging with our Services. The policy must minimally cover:

1. Medical emergencies and hospitalization, including emergency evacuation and repatriation.
2. Trip cancellation, interruption, or delay.
3. Loss, theft, or damage to baggage and personal belongings.
4. Personal liability and accidental death.

Proof of adequate insurance must be submitted to the Company prior to Service commencement. The Company reserves the right to deny participation to Customers unable to provide verifiable proof of coverage.

Throughout the duration of tours and safaris, Customers must comply with all instructions issued by our guides, drivers, and authorized representatives. This includes but is not limited to:

1. Strict adherence to safety protocols (e.g., wearing seatbelts, maintaining safe distances from wildlife, following designated paths).
2. Respect for local customs, traditions, wildlife regulations, and environmental conservation guidelines (e.g., proper waste disposal, no feeding of wildlife).
3. Abstention from illegal activities (e.g., poaching, possession of prohibited substances, violation of protected area regulations).

Breach of these directives may result in immediate termination of participation without refund and potential referral to law enforcement authorities.

By using our services, customers consent to the use of photographs, videos, or testimonials for marketing and promotional purposes across our platforms, including our website, social media, and printed materials. Customers may opt out by submitting a written request to info@malawionwheels.com. We do not sell or share personal data with third parties for marketing purposes without explicit consent, as detailed in our Privacy Policy. Malawi on Wheels reserves the right to use any photographs and videos taken during tours for advertising purposes. Clients grant consent for such use and authorize the Company to retain copyright ownership of these materials.

The Company shall not be held liable for any failure, delay, or interruption in the performance of its obligations under these Terms when caused by Force Majeure events. In such circumstances, we will:

1. Notify affected Customers as promptly as circumstances permit.
2. Offer reasonable alternatives, including refunds, travel credits, or rescheduling options.
3. Bear no responsibility for indirect or consequential losses (e.g., travel delays, emotional distress, or additional accommodation expenses).

Prices quoted at the time of Booking are guaranteed. However, the Company reserves the right to adjust prices in the following scenarios:

1. Increases in government taxes, levies, or fees imposed after Booking confirmation.

2. Fuel surcharges exceeding 10% of the original quoted cost.

3. Supplier rate adjustments applicable to Bookings made more than 90 days in advance of Service commencement.

Customers will be notified of any price changes at least 7 days prior to Service delivery and may cancel their Booking for a full refund if the increase exceeds 10% of the originally quoted price.

These Terms shall be governed by and construed in accordance with the laws of the Republic of Malawi, excluding its conflict of laws principles. Any disputes arising from or relating to these Terms or the provision of Services shall be resolved as follows:

1. Through good-faith negotiations between the parties, with a view to reaching an amicable resolution within 30 days of the dispute arising.
2. If unresolved, through mediation conducted in Lilongwe under the auspices of a mutually agreed-upon mediator.
3. If mediation fails, through litigation exclusively in the competent courts of Lilongwe, Malawi.

Malawi on Wheels - Tours and Safaris Limited is committed to protecting the privacy and personal data of our customers. Personal information collected during the Booking process (e.g., names, contact details, payment information, passport details) is processed solely for the purposes of Service delivery, payment processing, and legal compliance. We implement robust technical and organizational measures to safeguard such data against unauthorized access, disclosure, or loss. We do not sell, rent, or share personal data with third parties for marketing purposes without explicit consent, except as required by law. For comprehensive information on our data handling practices, please refer to our full Privacy Policy available at info@malawionwheels.com.

We reserve the right to revise these Terms periodically to reflect changes in legal requirements, operational practices, or industry standards. Amendments will become effective immediately upon posting on our official website or mobile application. Continued use of our Services following such changes constitutes acceptance of the revised Terms. Customers are encouraged to review these Terms carefully before each Booking to ensure awareness of any modifications.

For inquiries, concerns, dispute resolution, or general assistance regarding these Terms or our Services, please contact:

Malawi on Wheels - Tours and Safaris Limited
Bingu National Stadium - Corporate Box E18
Presidential Way, Area 48.
P.O. Box X100 Lilongwe, Malawi.
Phone: +265 997 874 008
Email: info@malawionwheels.com
Website: www.malawionwheels.com

Office Hours: 08:00 Hours - 16:30 Hours (Monday – Friday, excluding public holidays).

By booking or utilizing the Services of Malawi on Wheels - Tours and Safaris Limited, you acknowledge that you have read, understood, and unconditionally agreed to these Terms & Conditions, including all incorporated policies. These Terms constitute the entire agreement between you and the Company, superseding all prior communications, representations, or agreements.