Terms & Conditions

These terms govern your use of this website and any booking you make with Mwiko Lodge. Please read them before you reserve. By making a booking you accept them.

Who you are contracting with

Bookings are made with [Dolfin Rwanda Ltd], trading as Mwiko Lodge, [110372133 / TIN], of Lake Ruhondo, Northern Province, Rwanda. You can reach us at hello@mwikolodge.com, or on +250 799 538 770.

How a booking is made

Selecting a room and submitting the booking form is an offer, not a confirmed reservation. Your booking is confirmed only once we have received your deposit and sent you a written confirmation by email. We may decline a booking, for example where a room is no longer available or the details given are incomplete.

You are responsible for the accuracy of the details you give us, including the email address we send your confirmation to.

Prices, deposit and payment

• Rates are quoted per room per night in United States Dollars and are inclusive of applicable taxes.
• Payment may also be made in Rwandan Francs at the exchange rate applying on the day of payment.
• A deposit of 20% of the total is required to confirm your booking.
• The remaining balance is due no later than 30 days before arrival, with proof of payment sent to us in advance.
• Online payments are processed by DPO Network. We do not store your card details.
• Rates are subject to change without prior notice. The rate confirmed on your booking is the rate that applies to it.

Our Booking Policy sets out the current room rates, what a stay includes, children’s rates and the full cancellation schedule. It forms part of these terms.

Cancellation and changes

Cancellation fees are charged on the total booking value, according to how far in advance you tell us:

• 60 days or more before arrival — no cancellation fee.
• 59 to 31 days before arrival — 20% of the total booking value.
• 30 to 16 days before arrival — 50% of the total booking value.
• 15 days or fewer before arrival, or a no-show — 100% of the total booking value.

If you cancel 60 days or more before arrival, your deposit may instead be credited towards a future stay. Cancellations made closer to arrival are subject to the fees above.

• To change dates, contact us as early as you can. Changes depend on availability and may alter the rate.
• If we ever have to cancel your booking, we will refund everything you have paid us in full. [CONFIRM WHETHER ANY FURTHER COMPENSATION IS OFFERED.]

Refunds are returned by the same method you paid with, and may take several working days to reach you.

Arrival and departure

Check-in is from 2pm and check-out is by 11am. Late check-out or early check in may be possible by arrangement. it can also be charged Please tell us in advance if you expect to arrive late or early.

Staying with us

• Please treat the lodge, its grounds and its staff with care and respect.
• You are responsible for any loss or damage you or your party cause, beyond fair wear and tear, and we may charge the reasonable cost of repair or replacement.
• The maximum occupancy shown for each room may not be exceeded.
• Smoking is permitted only in designated outdoor areas. This is not a pet friendly area.
• We may ask a guest whose behavior endangers or seriously disturbs others to leave, without refund.

Restaurant reservations

Table reservations are held for a reasonable period after the booked time. Menus and opening hours change with the season and with what the kitchen can source, so they may differ from what is shown on this website. Please tell us about allergies and dietary needs when you reserve so the kitchen can prepare properly.

Activities and excursions

Where we arrange activities such as guided walks, gorilla trekking permits or transfers, we may be acting as an intermediary between you and an independent operator. Those operators have their own terms and their own liability, and their availability and pricing are outside our control.

Your feedback

If you complete our post-stay survey, your ratings and comments are read by our team. We publish your first name, your overall rating and your words on this website only if you tick the consent box on the survey. You can withdraw that consent at any time by writing to us and we will remove it.

Our responsibility to you

We are responsible for providing the accommodation and services you booked with reasonable care and skill. We are not responsible for loss or damage that we could not reasonably have foreseen, for valuables you do not place in the safe where one is provided, or for the acts of independent third parties such as excursion operators or payment providers. Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that Rwandan law does not permit us to limit.

Events outside our control

We are not liable for failing to perform where that is caused by something beyond our reasonable control, including extreme weather, volcanic or seismic activity, fire, flood, epidemic, civil unrest, strike, or the failure of public infrastructure such as power, water or telecommunications. Where such an event prevents your stay, we will offer you alternative dates or a refund of what you have paid us.

This website

The text, photographs and design on this website belong to Mwiko Lodge or are used with permission, and may not be copied or reused commercially without our written consent. We try to keep prices, photographs and descriptions accurate and up to date, but small differences may occur and obvious errors do not bind us.

Complaints

If something is wrong during your stay, please tell a member of staff straight away so we can put it right while you are still with us. If a matter remains unresolved, write to hello@mwikolodge.com and we will respond.

Governing law

These terms are governed by the laws of the Republic of Rwanda, and the courts of Rwanda have jurisdiction over any dispute. This does not remove any protection Rwandan consumer law gives you.