Terms of Service

1 General Travel and Contract Conditions

These General Travel and Contract Conditions (hereinafter referred to as ARVB) form part of every travel contract concluded between the customer and Tru Safari GmbH. Together with the individual written agreement and the statutory provisions, they define the rights and obligations of the customer and all travelers as well as of Tru Safari GmbH.

The ARVB also apply to mediated trips, insofar as own services are included.

2 Conclusion of Contract

2.1 Formation of the Contract

All published prices and services of Tru Safari GmbH (e.g. flyers, on websites etc.) are not to be regarded as an offer pursuant to Art. 7 para. 2 OR. An offer by Tru Safari GmbH only arises through the written submission of an offer.

A travel contract is concluded between the customer and Tru Safari GmbH. With the written, telephone, or personal acceptance of the offer, both parties enter into a binding contract. A booking by the customer is considered a binding application for obtaining a service from Tru Safari GmbH.

2.2 Provisional Reservation

A provisional reservation is possible for certain services but does not constitute a binding contract for either party.

3 Scope of Services

The scope of services generally corresponds to the information communicated to the customer in writing (e.g. email, travel description, invoice) and the publicly published services. In case of contradictions, the information communicated specifically to the customer in writing takes precedence.

The scope of services provided by Tru Safari GmbH may be reduced due to unforeseeable, unavoidable, and unpreventable events (Art. 119 para. 1 OR). Such events include natural disasters, political unrest, strikes, war, epidemics, and pandemics. In such cases, the customer has no right to a refund of the price.

4 Price

4.1 Determination of the Price

The price corresponds to the information communicated in writing. Prices always refer to cash payments. Unless otherwise stated, prices are per person. All prices are in Swiss francs and include VAT.

4.2 Price Increases

If higher costs arise after the conclusion of the contract for the fulfillment of the agreed services, Tru Safari GmbH reserves the right to adjust the price retroactively. This applies in particular in the event of:

extraordinary price increases by hotels
tariff changes at the travel destination (e.g. fuel surcharges)
newly introduced or increased taxes or charges (e.g. park fees, VAT)
exchange rate fluctuations
plausible invoicing and publication errors

Price increases can be made up to 21 days before the planned start of the trip. If the price increase exceeds ten percent, the customer is entitled to withdraw from the contract within 5 days. In the event of withdrawal, the customer is entitled to a trip of equal or lesser value, if possible. If the replacement trip is of lesser value, the customer is entitled to reimbursement of the difference. Further claims for damages are excluded.

4.3 Terms of Payment

A deposit of 30 percent of the price is due 30 days after conclusion of the contract. The remaining amount is due 60 days before the start of the trip. If the contract is concluded less than 60 days before the planned start of the trip, the total price is due without a deposit.

For issued flight tickets as well as premiums for insurance, payment of the total amount is due directly upon invoicing.

4.4 Default of Payment

If the customer is in default of payment, Tru Safari GmbH is entitled to withdraw from the contract without notice. The cancellation costs for the customer are incurred in accordance with section 5.1.

5 Withdrawal, Change, or Termination by the Customer

5.1 Withdrawal Before the Start of the Trip

The customer can withdraw from the trip at any time before the start of the trip. The withdrawal must generally be made in writing. The withdrawal is considered binding as soon as Tru Safari GmbH has confirmed it in writing.

5.2 Processing Fee

If the customer withdraws from the contract, processing fees of CHF 100.- per person or a maximum of CHF 200.- per order will be charged. Tru Safari GmbH also charges the processing fee for name changes, changes to the travel date, and changes of accommodations.

5.3 Cancellation Fees

In the event of a cancellation or partial cancellation, Tru Safari GmbH will charge the following costs in addition to the processing fees:

up to 91 days before departure: no cancellation costs
90 - 61 days before departure: 20%
60 - 31 days before departure: 50%
30 - 15 days before departure: 75%
14 - 0 days before departure: 100%

Cancellation fees do not apply in the following cases:

The EDA and/or the BAG expressly advise against travel to the customer’s destination after booking. In this case, only the verifiably already incurred expenses of Tru Safari GmbH and the processing fees are due. If the EDA and/or BAG already advised against travel before booking, it is assumed that the customer bears the risks themselves.
The customer finds a replacement person willing to assume the travel contract under the same conditions with all rights and obligations in place of the customer. The replacement person must meet the requirements for the trip (e.g. visa, proof of vaccination, legal or regulatory requirements). The change must also be accepted by all service providers. Additional costs may apply. The customer and the replacement person are jointly and severally liable for the travel price, the processing fee, and any additional costs.

The determining factor for calculating the percentage is the date on which the customer’s written notice of withdrawal is received by Tru Safari GmbH.

For airfares, 100% of the flight price is charged as a cancellation fee in the event of cancellations and rebookings. Rebookings and name changes are treated as a cancellation with a new booking.

5.4 Changes to the Contract

After the conclusion of the contract, the customer generally has no right to changes to the contract. Where possible, Tru Safari GmbH can make rebookings for a processing fee in accordance with section 5.2.

A request for a rebooking must be submitted in writing. Once confirmed by Tru Safari GmbH, the rebooking is binding.

6 Withdrawal, Change, or Termination by Tru Safari GmbH

6.1 Fundamental Error

If Tru Safari GmbH is in a fundamental error at the time of concluding the contract, the service provider may withdraw from the contract. A fundamental error includes, among other things, invoicing errors as well as errors on published media such as flyers or the Internet. If Tru Safari GmbH withdraws from the contract due to a fundamental error, the customer is entitled to a refund of services already paid for.

6.2 Inappropriate Behavior

If the customer or a traveler behaves inappropriately in such a way that it becomes unreasonable for Tru Safari GmbH to fulfill the contract, Tru Safari GmbH is entitled to withdraw from or terminate the contract. Processing fees and cancellation costs will be charged.

Inappropriate behavior also includes:

Inadequate travel preparation, making the trip impossible (e.g. validity of passport, mandatory vaccinations, visas, etc.)
Failure to comply with the place and/or time specified in the contract (e.g. at the airport, for ferries). If a trip is missed or not undertaken, the customer has no right to a refund.
Concealing health problems that obviously make a trip unreasonable.

6.3 Right to Changes

Tru Safari GmbH has the right to change an offer at any time and unilaterally. If a trip cannot be carried out as agreed due to unforeseeable or unavoidable circumstances, the tour operator is entitled to change parts of the service. This applies in particular to natural disasters, political unrest, strikes, war, epidemics and pandemics, as well as overbookings.

If changes made by Tru Safari GmbH result in a significant change to the contract, the customer is entitled to withdraw from the contract free of charge within 5 days.

7 Complaints

If the customer has reason for complaint during the trip, they must report it immediately to the service provider or the local representative of Tru Safari GmbH. The tour operator will endeavor to resolve the problem. If the problem cannot be resolved on-site despite all efforts, the customer is obliged to record the reason for the complaint in writing and have it confirmed by the local representative or service provider in order to assert any claims for compensation after the trip. The customer must send the written and confirmed complaint to Tru Safari GmbH within 30 days of the end of the trip. If notification is not given within the 30 days, any claim for compensation expires.

8 Liability

8.1 Scope

Tru Safari GmbH is liable for the proper fulfillment of the contract. This also applies to the careful organization and supervision of the trip, provided that the customer does not have their own insurance covering the damage.

8.2 Limitation of Liability

Tru Safari only assumes liability for damages up to the amount of twice the travel price, unless personal injury is involved.

Tru Safari GmbH is not liable if the damage is due to the following causes:

Omissions by the customer (e.g. failure to comply with entry requirements, criminal prosecution, refusal of transport due to pregnancy)
Unforeseeable or unavoidable omissions by third parties (strikes, delays, etc.)
Unforeseeable or unavoidable circumstances (e.g. natural disasters, political unrest, war, epidemics and pandemics, withdrawal of landing rights, official orders)
Services booked locally (excursions, events, sports activities, etc.)

In the case of pregnancy, the customer is obliged to find out in advance about the transport conditions at the travel destination. The pregnancy must be notified in writing to Tru Safari GmbH.

9 Entry Requirements

The customer is solely responsible for compliance with all entry, health, and customs regulations. Disadvantages resulting from non-compliance are at their own expense.

10 Ombudsman of the Travel Industry

Before initiating legal proceedings, the customer can contact the Ombudsman of the Swiss travel industry. The address is: Ombudsman der Schweizer Reisebranche, Etzelstrasse 42, 8038 Zurich, www.ombudsman-touristik.ch.

11 Applicable Law and Jurisdiction

Swiss law is exclusively applicable. Place of jurisdiction is Aargau.

12 Miscellaneous

12.1 Invalidity of a Provision

Should one or more of the above provisions be or become invalid, this shall not affect the validity of the remaining provisions.

12.2 Travel Guarantee

Tru Safari GmbH is a member of the Swiss recognized guarantee fund Swiss Travel Security. Customer funds are thus insured against insolvency.

12.3 Insurance

Tru Safari GmbH expressly recommends taking out travel cancellation insurance as well as insurance covering repatriation costs in the event of accident or illness.

12.4 ARVB

Tru Safari GmbH may change the ARVB at any time and unilaterally.

Status: 06.07.2025