Terms of Service

HelloEastAfrica.com

Welcome to HelloEastAfrica.com (“we,” “our,” or “us”). By using our website and services, you agree to these Terms of Service. Please read them carefully.

1. About Our Services

HelloEastAfrica.com operates as a travel platform connecting you with verified tour operators across East Africa. We provide:

• Safari and travel package comparison tools
• East Africa visa information and cost estimates
• Job and career opportunity listings
• Travel guides, stories, and community content
• Connections to local tour operators and service providers

Important: We are a booking platform, not a tour operator. We connect you with third-party providers who deliver the actual travel services.

2. Who Can Use Our Services

• You must be at least 18 years old to make bookings
• You must provide accurate information when registering
• You must use our services for lawful purposes only
• You cannot create multiple accounts to circumvent restrictions

3. How Bookings Work

Our Role: We display packages from verified tour operators. When you book, you enter a contract directly with that operator, not with us.

Pricing:

• All prices are set by tour operators
• Prices may change without notice until booking confirmation
• Displayed prices include all mandatory fees and taxes
• Optional extras are clearly marked

Payment Process:

• Payments go directly to the tour operator or through secure payment processors
• We may charge a small platform fee (clearly displayed before payment)
• Your payment is subject to the operator’s terms and conditions

Booking Confirmation: You’ll receive confirmation from both us and the tour operator within 24 hours. If you don’t receive confirmation, contact us immediately.

4. Cancellations and Refunds

Operator Policies Apply: Each tour operator sets their own cancellation policy. We display these clearly before you book.

Our Dispute Resolution Process:

1. Contact us within 14 days at info@helloeastafrica.com
2. We’ll review and respond within 7 business days
3. If unresolved, we offer independent mediation
4. Legal disputes are subject to Ugandan courts

Platform Fee Refunds: Our platform fees are refundable within 48 hours if the booking wasn’t confirmed by the operator.

5. Visa Information Service

Information Only: Our Visa Hub provides guidance based on official sources. Requirements, fees, and processing times may change.

Your Responsibility:

• Verify all visa information with official embassies or consulates
• Apply for visas with adequate time before travel
• Ensure your passport meets validity requirements

No Guarantees: We cannot guarantee visa approvals or processing times.

6. Job Listings

Third-Party Postings: Job opportunities are posted by employers, not us.

Your Due Diligence:

• Research employers before applying
• Never pay money upfront for job opportunities
• Report suspicious listings to info@helloeastafrica.com

Our Responsibility: We remove reported fraudulent listings within 24 hours.

7. User-Generated Content

Community Guidelines: You may not post content that is:

• Unlawful or promotes illegal activity
• Defamatory, racist, or discriminatory
• Misleading or fraudulent
• Spam or commercial advertising
• Violation of others’ intellectual property

Content Moderation: We review reported content within 48 hours and remove violations.

Your Content Rights: By submitting content, you grant us a non-exclusive, royalty-free licence to display, distribute, and promote it with proper attribution.

Copyright Issues: Report copyright infringement to info@helloeastafrica.com with proof of ownership.

8. Account Management

Account Suspension: We may suspend accounts for:

• Violation of these terms
• Fraudulent activity or payment disputes
• Abusive behaviour towards staff or community members
• Repeated booking cancellations without valid reason

Termination Process:

• First violation: Warning email
• Second violation: 30-day suspension
• Third violation: Permanent account closure

You can appeal decisions within 14 days.

9. Travel Risks and Safety

Inherent Travel Risks: Travel to East Africa involves risks including:

• Wildlife encounters and outdoor activities
• Tropical diseases and health challenges
• High altitude effects
• Political instability or civil unrest
• Natural disasters and weather events
• Infrastructure limitations

Your Responsibility:

• Secure comprehensive travel insurance
• Consult medical professionals before travel
• Follow operator safety guidelines
• Stay informed about destination conditions

Our Limitation: We are not liable for injuries, illness, or losses during your travels.

10. Intellectual Property

• Our Content: All website content, logos, and designs are protected by copyright and trademark laws.
• Permitted Use: You may view and print content for personal use only.
• Prohibited Use: You cannot copy, reproduce, or distribute our content without written permission.

11. Force Majeure

Neither party is liable for delays or failures due to events beyond reasonable control, including:

• Natural disasters (earthquakes, floods, volcanic eruptions)
• Pandemics or health emergencies
• Government restrictions or travel bans
• Civil unrest or political instability
• Infrastructure failures or cyber attacks

12. Limitation of Liability

Service Disclaimer: Our services are provided “as is” without warranties of any kind.

Liability Limits: Our total liability is limited to the platform fees paid to us, not the full cost of travel arrangements.

Exclusions: We are not liable for:

• Actions or omissions of tour operators
• Travel delays, cancellations, or service quality
• Personal injury or property damage during travel
• Financial losses due to currency fluctuations

13. Anti-Discrimination Policy

We don’t discriminate based on race, religion, nationality, gender, sexual orientation, age, or disability. We expect the same standards from our community and partners.

14. Compliance and Legal Requirements

Sanctions Compliance: We comply with international sanctions and may restrict services to certain countries or individuals as required by law.

• Age Verification: We may request age verification for certain services.
• Legal Cooperation: We cooperate with law enforcement when legally required.

15. Changes to Terms

Notification Process:

• Major changes: 30 days’ notice via email
• Minor updates: Website notification
• Continued use means acceptance of changes

Version Control: Previous versions are available upon request.

16. Governing Law

These Terms are governed by the laws of Uganda. Disputes are subject to Ugandan courts.

• Severability: If any provision is found invalid, the remaining terms continue to apply.
• Entire Agreement: These Terms constitute the complete agreement between us.

Contact Information

• All Enquiries: info@helloeastafrica.com
• Phone: +256 777 159 540
• Registered Address: HelloEastAfrica.com Ltd

TOS Updates

Change Notification:

• Major changes: 30 days’ notice via email
• Minor updates: Website notification
• Continued use indicates acceptance

Version History: Previous versions available upon request.

Regular Reviews: We review this TOS every 6 months to ensure compliance and accuracy.

Privacy Policy

HelloEastAfrica.com

What Information We Collect

Personal Details:

• Your name, email, and phone number
• Payment information (handled by secure processors)
• Travel preferences and booking history

Website Data:

• How you use our website
• Your device and browser information
• Cookies for website functionality and analytics

How We Use Your Information

To Provide Services:

• Process your safari and travel bookings
• Send booking confirmations and updates
• Provide customer support
• Share visa information and costs

To Improve Our Website:

• Understand what content you find useful
• Fix technical problems
• Prevent fraud and security issues

Marketing (Only With Your Permission):

• Send you travel newsletters
• Share relevant safari offers
• Notify you about new services

Who We Share Information With

• Tour Operators: We share booking details with safari companies to arrange your trips.
• Payment Companies: Secure processors handle your payments (Stripe, PayPal).
• Analytics: Google Analytics helps us improve our website.
• Legal Requirements: We share information when required by law.

We Never Sell Your Data.

Your Rights

You can:

• See what information we have about you
• Correct wrong information
• Delete your data (subject to legal requirements)
• Stop marketing emails anytime
• Transfer your data to another service

Contact us: info@helloeastafrica.com

Data Security

We use SSL encryption and secure servers to protect your information. No system is 100% secure, but we follow industry best practices.

International Transfers

We may store data outside Uganda using secure cloud services (Google, AWS). All transfers meet international privacy standards.

Cookies

Essential Cookies: Required for the website to work properly.

Analytics Cookies: Help us understand website usage (you can disable these).

Advertising Cookies: Show relevant ads (you can disable these).

Manage cookie preferences in your browser or through our cookie banner.

Children’s Privacy

Our services are for adults (18+). We don’t knowingly collect information from children under 16.

Data Retention

• Booking records: 7 years (legal requirement)
• Marketing data: Until you unsubscribe
• Website analytics: 26 months (anonymised)

Changes to This Policy

We’ll email you about major changes 30 days in advance. Minor updates will be posted on our website.

Contact Us

• All Privacy Questions: info@helloeastafrica.com
• Phone: +256 777 159 540
• Address: HelloEastAfrica.com Ltd

Policy Updates

Change Notification:

• Major changes: 30 days’ notice via email
• Minor updates: Website notification
• Continued use indicates acceptance

Version History: Previous versions available upon request.

Regular Reviews: We review this policy every 6 months to ensure compliance and accuracy.