1. Introduction

Welcome to Gorilla Bike Tours! Our mission is to provide exceptional bike touring experiences that showcase the natural beauty and cultural heritage of Rwanda. This policy outlines the standards and procedures that guide our operations to ensure the safety, satisfaction, and enjoyment of our customers.

2. Code of Conduct

2.1. Customer Conduct
– Customers are expected to treat guides, staff, and fellow participants with respect.
– Adherence to safety instructions provided by the tour guide is mandatory.
– Any form of harassment, discrimination, or inappropriate behavior will not be tolerated.
2.2. Staff Conduct
– Staff must always maintain professionalism and courtesy.
– Guides should be knowledgeable, friendly, and prepared to assist customers.
– Any issues or complaints from customers should be addressed promptly and respectfully.

3. Booking and Cancellations

3.1. Booking Process
– Bookings can be made via our website, email (claudeu34@gmail.com), or phone (+250 788 394 030).
– A deposit of 50% is required to confirm the booking.
– The remaining balance is due 7 days before the tour date.
3.2. Cancellation Policy
– Cancellations made more than 14 days before the tour date will receive a full refund.
– Cancellations made between 7-14 days before the tour date will receive a 50% refund.
– No refunds will be issued for cancellations made less than 7 days before the tour date.

4. Safety and Health

4.1. Equipment
– All bicycles and safety gear (helmets, knee pads, etc.) are regularly inspected and maintained.
– Customers are responsible for checking their equipment before use and reporting any issues.
4.2. Health and Fitness
– Customers should ensure they are physically fit for the tour level they have booked.
– Any pre-existing medical conditions must be disclosed at the time of booking.
– Guides are trained in first aid and emergency response procedures.

5. Environmental Responsibility

5.1. Conservation
– Gorilla Bike Tours is committed to environmental conservation and sustainable tourism.
– Customers and staff are encouraged to minimize waste and avoid littering.
– Respect for wildlife and natural habitats is paramount.
5.2. Community Engagement
– We promote responsible tourism that benefits local communities.
– Tour itineraries often include visits to local attractions and businesses to support the local economy.

6. Privacy and Data Protection

6.1. Customer Information
– Personal information collected during the booking process is kept confidential.
– Information is used solely for the purpose of providing our services and improving customer experience.
6.2. Data Security
– We implement appropriate security measures to protect customer data from unauthorized access.

7. Feedback and Complaints

7.1. Feedback
– Customer feedback is valuable for improving our services.
– Feedback can be provided via email (claudeu34@gmail.com) or phone (0788394030).
7.2. Complaints
– Any complaints should be reported to the tour guide or management as soon as possible.
– We are committed to resolving complaints in a fair and timely manner.

8. Amendments to Policy

– Gorilla Bike Tours reserves the right to amend this policy at any time.
– Customers will be notified of any significant changes prior to their tour.