1. Enquiry, quotation and confirmation
Submitting an enquiry, requesting a call or discussing a draft itinerary does not reserve a service. We provide a written proposal and invoice showing the travellers, dates, services, inclusions, exclusions, price, currency and payment schedule. A booking is confirmed only after you accept the written terms, the required payment clears and Pinnacle sends written confirmation.
2. Deposits and final balance
- Mountain bookings: a 20% deposit.
- Safari bookings: a 30% deposit.
- Combined or other journeys: the invoice identifies the deposit applied to each component before payment.
The remaining balance is due 35 days before your stated arrival date. If a booking is made within 35 days of arrival, the full amount is due when the booking is confirmed unless the invoice expressly states otherwise.
3. Cancellation and refunds
A cancellation takes effect when Pinnacle receives your written notice. The standard refund is calculated from the money Pinnacle has received for the cancelled services:
- 36 days or more before arrival: 80% refunded.
- 21–35 days before arrival: 50% refunded.
- 0–20 days before arrival: 20% refunded.
Bank-transfer, intermediary-bank, card-processing and currency-conversion fees are excluded from the refundable amount. If a named third-party service has a stricter non-refundable condition, it applies only when that condition was clearly disclosed and accepted before payment. Read the full Cancellation & Refund Process.
4. Prices, invoices and payment security
The United States dollar is the source currency for website mountain prices unless stated otherwise. Website EUR and GBP conversions are indicative. The invoice states the currency Pinnacle must receive and any applicable charges.
Every Pinnacle invoice issued in response to an enquiry must identify Pinnacle Tanzania Operators Limited as the bank account beneficiary or account holder. Do not pay a personal account or an account carrying a different beneficiary name. Verify unexpected payment changes through the contacts published on this website and read our Payment Security guidance.
5. Availability, changes and substitutions
Accommodation, flights, vehicles, permits, guides and activities remain subject to availability until confirmed. If a named service becomes unavailable, we will explain the available alternative and any price difference. Traveller-requested changes may involve fare differences, supplier charges or new availability. We confirm any material change in writing.
6. Traveller responsibilities
- Provide accurate names, ages, nationality and information required for the booked services.
- Hold valid passports, visas, permits, vaccinations and mandatory inbound insurance for every destination and transit point.
- Obtain travel insurance suited to the itinerary, altitude, medical needs, cancellation exposure and evacuation costs.
- Disclose information that could materially affect safe participation and follow guide, park, airline and authority instructions.
- Check the final itinerary, invoice and accepted terms before payment.
7. Safety and circumstances beyond control
Pinnacle and its guides may change, pause or end an activity where weather, health, wildlife, road, security, authority or operational conditions make that reasonably necessary. Wildlife, migration crossings, summit success, road conditions and flight schedules cannot be guaranteed. Helicopter evacuation is subject to availability, weather, location and authorisation, and is charged separately unless expressly included in writing.
Some services are delivered by independent hotels, airlines, parks, vessels and activity providers. If an event outside reasonable control disrupts travel, Pinnacle will help assess practical alternatives. Recoveries, refunds and additional costs depend on the affected services, accepted terms and applicable law.
8. On-trip support and complaints
Raise an on-trip problem immediately with your guide or the operations team so we have a fair opportunity to assist. Confirmed travellers can reach 24/7 Tanzania ground support at +255 676 783 359. For immediate danger, follow your guide’s instructions and contact the appropriate local emergency service. If a concern remains unresolved, email a clear account and supporting records to info@pinnacletanzania.com as soon as reasonably possible after the trip.
