Terms and conditions of service

Terms and conditions of service

Redland Tours

Last updated: May 20, 2026

These Terms and Conditions govern the use of travel services, commercial proposals, experiences and activities coordinated by Redland Tours.

Acceptance of a commercial proposal, payment of the amount requested or use of Redland services constitutes acceptance of these Terms, except for specific conditions stated in writing in the proposal or service confirmation.

1. Identity of Redland Tours

Redland Tours is an operator based in Windhoek, Namibia, who organizes, coordinates and facilitates guided tours, organised tours, tailor-made travel, specialized experiences, welcome, practical briefing and on-site assistance for Italian and international travellers.

Redland Tours works with a network of local partners, accommodation facilities, activities, guides, suppliers of tourist services and operators on the territory, selected according to the type of experience requested and the confirmed proposal.

Company data

Company name: Redland Tours CC (Close Corporation)
Commercial name: Redland Tours
Registered office: Units 138 & 139 3rd floor Maerua Mall, Windhoek, Namibia
Address: 57 Andimba Toivo-Ya-Toivo Street, Windhoek, Namibia
NTB registration: TFA01555
BIPA Registration:CC/2026/01782
NamRA / Tax ID Registration: On request
Official email:INFO@REDLANDTOURS.COM
WhatsApp: +39 334 320 8999
Namibia telephone: +264 81 822 8693

Any further registrations, licences or touristic permits will be indicated, where relevant, in the commercial proposal, in the company documentation or in the official Redland channels.

2. Nature of Redland Services

Redland Tours operates as a subject that organizes, coordinates, facilitates or accompanies tourist services in Namibia and, where required, in other countries of southern Africa.

Depending on the proposal, Redland Tours can act as:

• direct provider of certain services;
• coordinator or facilitator of services provided by local partners;
• organizational intermediary between customer and third-party suppliers;
• organizer of a proposal consisting of multiple tourist services;
• operational and assistance contact on site.

The legal qualification of each proposal depends on the services included, the sales method, the suppliers involved, the country of residence of the customer, the applicable legislation and the specific conditions indicated in the commercial proposal.

No commercial definition used by Redland Tours limits or excludes any undue rights recognised to the consumer, traveler or customer by applicable legislation.

3. Types of services

Redland Tours can offer different formulas, which can also be combined with each other, including:

• guided tours in Namibia in Italian;
• excursions or guided days;
• organized tours;
• tailor-made private trips;
• small group tours;
• specialized or niche tours;
• welcome on arrival;
• practical briefings;
• on-site assistance;
• coordination with local partners;
• booking or coordination of tourist facilities and services;
• activities, experiences and services provided by third parties;
• organizational support for self-drive itineraries;
• contents, operational consultancy or ancillary services related to travel.

Each proposal specifically indicates which services are included, which are excluded, which are subject to availability and which level of assistance is provided.

4. Single services and combined proposals

Some services can be offered as individual performance, such as a guided tour, a welcome, a briefing, a day of accompaniment, operational advice or specific activity.

Other proposals may include more combined services such as itinerary, accommodation, activities, local transport, guide, assistance and local partners.

The simple presence of several elements in a proposal does not automatically imply a specific legal qualification, which depends on the actual content of the proposal, the mode of sale and the applicable legislation.

Where a proposal falls under the applicable legislation, in the rules of tourist packages, related tourist services or other protected category, the relevant provisions will apply, even if not expressly referred to in these Terms.

5. Commercial request and proposal

How a proposal is born

The request sent via website, email, WhatsApp, social media or other channels does not constitute a confirmed booking.

After receiving the request, Redland Tours evaluates period, number of people, duration, interests, logistics, availability, level of comfort, type of experience, conditions of the territory and type of support desired.

Based on this information, Redland Tours may send:

• a first indicative evaluation;
• a commercial proposal;
• a request for further information;
• a communication of non-feasibility, if the request is not compatible with time, availability, security, operating conditions or Redland working mode.

The commercial proposal may indicate:

• services included;
• services excluded;
• price or price range;
• validity of the proposal;
• payment conditions;
• cancellation conditions;
• expected level of care;
• any traveler requirements;
• documents or information requested;
• conditions of local partners and third-party suppliers;
• any limitations, risks or particular conditions of the trip.

6. Validity of the proposals

Redland proposals are subject to availability of facilities, means, guides, activities, permits, services and local partners at the time of confirmation.

A proposal sent does not automatically guarantee the availability of the services indicated until the written acceptance and payment of the deposit, balance or amount requested in accordance with the arrangements provided.

The proposal may have a validity deadline indicated in the commercial document. After this period, prices, availability and conditions may vary.

When indicated, the proposal is valid until the specified date, unless availability is exhausted, variations of suppliers, tariff changes, non-controllerable events or different written communication.

7. Booking and confirmation

The booking is considered confirmed only when Redland Tours receives:

• written acceptance of the proposal;
• data necessary for booking;
• payment of the deposit, balance or requested amount;
• possible specific acceptance of the travel conditions;
• consent to the Privacy Policy and the processing of necessary data;
• any documents required for the correct provision of the service.

Before confirming this, Redland Tours does not guarantee the block of availability at local facilities, businesses, suppliers or partners, unless otherwise agreed.

Redland Tours may refuse or not confirm a request if it considers that there are no operational, logistical, legal, health or safety conditions to properly provide the service.

8. Prices

Fixed, indicative and on proposal prices

Redland Tours can offer:

• fixed price services;
• special or promotional formulas;
• defined guided tours;
• welcome or briefing at a set price;
• tailor-made proposals with a price built on request;
• proposals subject to supplier quotations.

Prices may vary based on:

• period;
• duration;
• number of people;
• availability;
• comfort level;
• local transport;
• activities included;
• local partners involved;
• assistance requested;
• currency exchange;
• taxes, fees, entrances, permits or third party costs;
• operational, climatic or logistical conditions.

Currency and variations

Proposals may be expressed in Namibian Dollar (NAD), Euro (EUR) or other currency indicated in the commercial proposal.

When the price is linked to services listed by suppliers in NAD or other currency, any significant changes in exchange, taxes, fuel surcharge, tourism levy, park fee, supplier tariff, government costs or third party costs may affect the final amount until confirmation.

Each proposal must indicate, when relevant, whether the price is:

• definitive;
• indicative;
• subject to availability;
• subject to confirmation by third party suppliers;
• expressed per person or per group;
• inclusive or exclusive of taxes, entrances, fees or additional services;
• quoted in NAD, EUR or other currency.

9. Payments

Deposit and balance

The payment methods are indicated in the commercial proposal.

For tours, organized trips, tailor-made trips and combined proposals, Redland Tours can request:

• a deposit upon confirmation, normally equal to 25% of the total or different amount indicated in the proposal;
• balance due 8 weeks before arrival or start of service;
• balance within 10 weeks before arrival for groups, complex tours, high season or services with suppliers under more restrictive conditions;
• full payment within 72 hours of confirmation, or within the different period indicated in the proposal, for bookings confirmed within 31 days of arrival or beginning of the service;
• full payment upon confirmation for guided tours, welcomes, briefings, daily assistance or short-term individual services.

The Agreement may be held, in whole or in part, to cover administrative costs, organisational activities already carried out, services already booked, commitments made with third parties, non-refundable costs or specific conditions indicated in the proposal, unless otherwise applicable.

Bank costs and commissions

Unless otherwise stated in the proposal, any bank fees, transfer costs, exchange differences, cashing expenses, payment method fees or costs retained by financial intermediaries are borne by the customer.

Payments to third party suppliers

In some cases the proposal may provide direct payments to third-party suppliers, such as lodges, activities, rentals, specialized guides or local partners.

In these cases, the conditions of the specific provider for the affected part of the service also apply.

10. Failure to pay

In case of non-payment within the specified terms, Redland Tours may suspend the reservation, do not confirm the services, cancel the services not yet confirmed or apply the cancellation conditions provided.

Any costs already incurred, penalty of third party suppliers, administrative activities already carried out or non-refundable amounts may be retained as indicated in the proposal, under the applicable conditions and within the limits permitted by applicable legislation.

Failure to pay the balance within the specified terms may be considered waiver of the service by the customer, unless otherwise written agreement.

11. Changes requested by the customer

Any changes requested by the customer after confirmation are subject to availability and may result in additional costs.

The changes may concern:

• dates;
• number of participants;
• itinerary;
• accommodation;
• activity;
• transport;
• guides or accompaniment;
• level of assistance;
• additional services;
• operational methods of the trip.

Redland Tours will assess the feasibility of the change and will report any price differences, penalties, administrative costs or costs applied by third party partners and suppliers.

No changes are confirmed until the written acceptance of the new conditions and the payment of any additional amounts required.

12. Changes by Redland Tours

In some cases Redland Tours may have to change a confirmed proposal for operational reasons, availability, security, weather conditions, road conditions, authority indications, closures, suppliers' problems, natural events or causes not controllable.

Whenever possible, Redland Tours offers alternative solutions that are reasonable and consistent with the confirmed trip.

The changes may concern:

• order of stages;
• equivalent or alternative structures;
• substitute activities;
• timetables;
• routes;
• local partner services;
• assistance methods;
• vehicles or suppliers involved.

Redland Tours is committed to promptly communicating relevant changes and, when possible, proposing alternative solutions of comparable value and quality.

If a change is substantially affected by a proposal which falls within an indebted framework for the protection of the traveller or the consumer, the rights provided for in the applicable legislation will apply.

13. Cancellation by the customer

The customer can cancel the booking according to the methods indicated in the commercial proposal.

Cancellations must be communicated in writing via email or via other agreed channel. The cancellation becomes valid from the date of receipt of the written communication by Redland Tours.

Cancellation penalties may vary based on:

• type of service;
• duration of the trip;
• period;
• conditions of lodges and suppliers;
• costs already incurred;
• non-refundable services;
• proximity to the departure date;
• special or promotional formulas;
• specific conditions indicated in the proposal;
• any applicable mandatory legislation.

General policy for tours, trips and combined proposals

Unless different conditions are indicated in the proposal, the following penalties may apply:

The abovementioned penalties take into account the organizational costs, the costs already incurred, the commitments made with third parties, the difficulty of reselling the services and the proximity to the departure date.

If a proposal falls within the framework of tourist packages or other applicable inderogable legislation, the penalties will be applied within the limits permitted by that legislation.

General policy for single services

For guided tours, welcome, briefing, daily assistance or individual services, subject to different conditions indicated in the proposal, the following penalties may apply:

Reservations with immediate or close departure

For services confirmed within 31 days of arrival or beginning of the service, payment may be requested in full within 72 hours of confirmation or within the different period indicated in the proposal.

In these cases cancellation can result in higher penalties, up to 100%, especially if Redland has already incurred costs, confirmed non-refundable suppliers or reserved services that are hardly recoverable.

Suppliers with more restrictive policies

Some suppliers may apply more restrictive cancellation policies than the general Redland policy.

When applicable, these conditions will be indicated in the proposal or communicated to the customer and will prevail on the general policy for the party concerned, unless otherwise applicable inderogable provision.

14. Cancellation by Redland Tours

Redland Tours may cancel a service or trip if:

• the minimum number of participants foreseen is not reached;
• incompatible safety conditions emerge;
• there are causes of force majeure or extraordinary circumstances;
• an essential supplier is no longer available and cannot be adequately replaced;
• the customer does not provide necessary data, documents or payments;
• the request is not compatible with operational, legal, health or safety conditions;
• the customer behaves incompatibly with the correct performance of the service;
• uncontrollable events occur that make execution of the program impossible, excessively risky or unreasonable.

In these cases, Redland Tours communicates the cancellation as quickly as reasonably possible and indicates the available options, which may include:

• alternative proposal;
• rescheduling of the service;
• future credit, if accepted by the customer;
• reimbursement of recoverable amounts;
• reimbursement of the amounts due according to the applicable mandatory legislation;
• withholding of costs already incurred, non-refundable or administrative, where permitted and applicable.

When the proposal falls under an indebted framework for the protection of the traveller or consumer, Redland Tours will apply the remedies and refunds provided for in that regulation.

15. No-shows, delays and no-shows

In case of non-presentation, significant delay or impossibility to use the service for reasons attributable to the customer, Redland Tours may retain the full amount paid or apply the penalties provided.

The causes attributable to the customer include, for example:

• invalid documents;
• failure to arrive at the agreed time;
• flight delay not communicated promptly;
• failure to communicate program changes;
• undeclared personal conditions;
• failure to comply with operating instructions;
• inability to participate due to personal choice or impediment;
• failure to possess required insurance, permits or documents;
• behavior not compatible with safety and organization of the trip.

Redland Tours will do as reasonably possible to assist the customer in reprogramming, but any additional costs will be borne by the customer, unless otherwise written agreement or otherwise applicable inderogable arrangement.

16. Travel Insurance

For any trip to Namibia, Redland Tours strongly recommends taking out comprehensive travel insurance.

Redland Tours does not automatically include insurance coverage, unless otherwise indicated in writing in the proposal.

Depending on the type of trip, Redland Tours may require adequate insurance coverage as a condition of participation.

The policy should include at least:

• medical expenses abroad;
• medical repatriation;
• trip cancellation or interruption;
• loss, theft or delay of baggage;
• personal civil liability;
• coverage for activities included in the program;
• car rental coverage, if applicable;
• 24/7 assistance;
• any pre-existing conditions, if relevant;
• cover for outdoor activities, safaris, self-drives or remote areas, if applicable.

The customer is responsible for the choice, verification and activation of his insurance cover, unless otherwise indicated in the proposal.

Failure to make an appropriate insurance may expose the customer at high costs and may limit the possibility of recovering sums in case of cancellation, emergency, travel interruption or uncontrollable events.

17. Travel documents, visas and health requirements

The customer is responsible for verifying and possessing valid documents for entry, transit and stay in Namibia and in the countries that may be crossed.

By way of example, the customer must verify:

• valid passport;
• visa or entry authorization;
• requirements for minors;
• driving license and international driving licence, if necessary;
• documents required for car rental;
• health or vaccination certifications, if required;
• travel insurance;
• any restrictions or official updates;
• customs, currency or border requirements;
• documents for border crossings, if applicable.

Redland Tours may provide guidance, but does not replace competent authorities, embassies, consulates, airlines, health authorities, border authorities or official sources.

The customer must always check updated information from official sources before departure.

Redland Tours does not respond to any costs, delays, cancellations or impossibility to participate in the journey due to missing documents, invalid, expired, insufficient or unconformed, unless otherwise applicable inderogable provision.

18. Health, personal conditions and suitability for travel

The customer must communicate before confirmation any personal conditions relevant to the trip, including:

• medical conditions;
• allergies;
• motor limitations;
• dietary needs;
• pregnancy;
• need for special assistance;
• essential therapies or medications;
• difficulty sustaining long transfers;
• phobias or relevant psychophysical conditions;
• specific logistical needs;
• other needs that may affect the safety, comfort or feasibility of the trip.

Redland Tours will evaluate, to the extent possible, whether the trip or service requested is compatible with these needs.

Failure to communicate relevant information may limit or prevent the correct delivery of the service and may entail additional costs, changes, exclusion from certain activities or deletion of certain services.

Redland Tours does not provide medical advice and invites the customer to consult their physician or a medical travel specialist before departure.

19. Responsibilities of the traveler

During the trip, the customer undertakes to:

• comply with local laws and regulations;
• follow the instructions of guides, companions, lodges, authorities and suppliers;
• respect agreed times and programs;
• behave respectfully towards people, local communities, wildlife and the environment;
• do not engage in behavior that is dangerous for oneself or for the group;
• do not damage vehicles, structures, equipment or natural environments;
• promptly communicate problems, needs or significant changes;
• maintain documents and personal property under one's own responsibility;
• avoid offensive, discriminatory, aggressive or irresponsible behavior;
• respect the specific rules of parks, lodges, communities, activities and suppliers.

Redland Tours may exclude from an activity, suspend or discontinue the service to a customer whose behavior puts himself at risk, the group, staff, local partners, fauna, the environment or the proper conduct of the trip.

In such cases, the customer shall not be entitled to reimbursement for the service parts not used because of his/her behaviour, unless otherwise applicable inderogable provision.

20. Redland Tours Liability

Redland Tours is committed to providing the services confirmed in the proposal with professionalism, attention and consistency with the agreed conditions.

Redland Tours responds to the services directly provided and the organizational activity carried out within the limits of the confirmed proposal, these Terms, the specific conditions applicable and the applicable inderogable legislation.

Redland Tours may not be held responsible for non-controllable or non-imposable events directly to its conduct, including as an example:

• weather conditions;
• closures of roads, parks or natural areas;
• flight delays or cancellations;
• failures or problems of third party suppliers that cannot be directly controlled;
• strikes;
• decisions of public authorities;
• natural events;
• incidents caused by customer behavior;
• theft or loss of personal property;
• undeclared health conditions;
• failure to possess suitable documents;
• force majeure or extraordinary circumstances;
• operational changes necessitated by safety, availability or field conditions;
• errors, omissions or delays attributable to inaccurate information provided by the customer.

When possible, Redland Tours provides reasonable customer support to manage the unexpected, within the limits of the service purchased, operational availability and conditions on the territory.

No provision of these Terms excludes or limits liability that may not be excluded or limited in accordance with applicable inderogable legislation.

21. Third party suppliers and local partners

Some services may be provided by third-party suppliers, including:

• lodges;
• guesthouses;
• camping;
• car rental companies;
• local activities;
• specialized guides;
• transport;
• parks or authorities;
• outdoor operators;
• conservation partners;
• restaurants;
• logistics services;
• other tourist providers.

Redland Tours selects partners carefully, but some services remain subject to the conditions, availability, operational rules and responsibilities of their suppliers.

The specific conditions of third-party suppliers, including cancellations, penalties, timetables, insurances, requirements, exemptions, restrictions and operational rules, may apply to the proposal and will be communicated when relevant.

When a supplier applies more restrictive conditions than those general Redland, these conditions prevail for the service party concerned, unless otherwise applicable.

22. Car rental

If the proposal is included, suggested or coordinated car rental services, the customer will have to read and accept the terms of the vehicle supplier as well.

Deposits, allowances, damages, accidents, improper use, night driving, tires, glasses, undercars, additional drivers, border crossings, fuel, fines and other costs can be regulated directly by the rental contract.

Redland Tours may help in coordination, selection or operational dialogue with the supplier, but does not replace the driver's responsibilities provided by the rental contract and the applicable road regulations.

23. Outdoor activities, wildlife and remote areas

Namibia includes natural contexts, remote streets, parks, wildlife, arid climate, dirt, areas with limited telephone coverage and outdoor activities.

The customer accepts that such elements are part of the nature of the trip.

During outdoor activities, wildlife, safari, self-drives or visits in natural areas, the customer must follow the indications received and maintain prudent behavior.

Redland Tours does not guarantee:

• animal sightings;
• specific weather conditions;
• absence of natural unexpected events;
• perfect accessibility of each planned area;
• identical program execution in the presence of variable conditions;
• availability of telephone network or internet connection in remote areas.

The customer is required to respect safety distances, park regulations, guide directions, lodge rules and wildlife bans.

24. Self-drive

If you participate in a self-drive trip, rent a vehicle yourself, or drive during the trip, you are responsible for:

• possess a valid driving license and required documents;
• check the conditions of the rental contract;
• respect speed limits and road regulations;
• do not drive under the influence of alcohol, drugs or substances;
• avoid night driving when not recommended or prohibited by the rental contract;
• check fuel, tires and conditions of the vehicle;
• follow safety instructions received;
• manage fines, damages, deductibles or costs not covered by insurance;
• carefully evaluate distances, travel times, dirt roads and weather conditions;
• do not tackle routes that are not compatible with your vehicle, experience or current conditions.

Redland Tours can provide briefings, advice and organizational support, but does not replace the personal responsibility of the driver.

25. International flights

Unless otherwise agreed in writing, Redland Tours does not sell or include international flights in the proposal.

Redland Tours can help the customer reason on dates, arrival, departure and consistency of the route compared to flights, but the purchase, modification, cancellation, refund, delay or loss of flights remain the responsibility of the customer and/or airline or intermediary where the flight was purchased.

Any penalties, tariff differences, delays, cancellations or costs generated by flights are not charged to Redland Tours, unless otherwise agreed or otherwise applicable inderogable.

The customer is invited not to purchase unchangeable flights before the final confirmation of the proposal, unless he is aware of the risk.

26. Minors

Minors must travel with parents, legal guardians or authorized adults in accordance with applicable law.

The customer is responsible for verifying and preparing documents, authorizations, certificates or requirements required for entry, exit, transit and travel with minors.

Redland Tours must be informed in advance of the presence of minors, age, specific needs and any restrictions, so as to assess the adequacy of itinerary, activities and structures.

Some activities, lodges, experiences or routes may not be suitable for children or young people of certain ages.

27. Luggage and personal property

The customer is responsible for their luggage, documents, electronic devices, money, cards, photographic equipment and personal goods.

Redland Tours does not respond to theft, loss, damage or loss of personal property, except for cases of direct liability established under applicable law.

We recommend that you take out adequate insurance for valuable luggage, devices and equipment.

The customer is required to comply with any weight limits, size or type of baggage indicated by airlines, local means, lodges, activities or suppliers.

28. Photographs, videos and content

Photographic or video content can be created during travel, visits or activities.

Redland Tours will not use recognizable images of customers for promotional purposes without consent, unless otherwise written agreement.

The customer undertakes to respect the privacy, dignity and consent of persons photographed or filmed during the trip, in particular in local, community or private contexts.

It is prohibited to use drones or special equipment without permits, authorizations or compliance with local regulations.

The customer remains responsible for the content that publishes online and any violation of rights, privacy, local rules or conditions imposed by lodges, parks, communities or suppliers.

29. Privacy and data processing

Redland Tours processes personal data of customers to respond to requests, prepare proposals, manage reservations, coordinate services, provide assistance, fulfill administrative obligations and perform activities related to the requested service.

Data processing is governed by the site's Privacy Policy.

Depending on the service requested, Redland Tours may process data such as:

• personal and contact data;
• travel data;
• data necessary for reservations and suppliers;
• passport or document information, when necessary;
• dietary, health or logistical needs communicated by the customer;
• payment and billing information;
• communications via email, WhatsApp or other channels.

Some data may be shared with third-party providers, local partners, lodges, guides, activities, rental companies, authorities or persons involved in the provision of services, to the extent necessary for the execution of the confirmed proposal.

For newsletters or promotional communications, separate consent will be required, when applicable.

Links: Privacy Policy

30. Complaints and reports

The customer must promptly communicate any problems, disservices or disability during the journey or during the delivery of the service, so as to allow Redland Tours to intervene when possible.

Reports should be sent to the contacts indicated in the proposal or to the official Redland contacts.

Any formal complaints must be sent in writing within 30 days of the conclusion of the service or travel, attaching useful documentation to the evaluation.

Failure to communicate timely during the trip may limit the possibility of Redland Tours to verify the problem and propose an immediate solution.

The term of 30 days does not limit any undue rights recognised to the consumer or traveller by applicable legislation.

31. Force majeure and extraordinary circumstances

Redland Tours may not be held responsible for failure or partial execution of the service due to unpredictable, inevitable or uncontrollable events, including:

• extreme weather conditions;
• floods, fires, natural events;
• epidemics or health emergencies;
• border closures;
• government decisions;
• travel restrictions;
• strikes;
• security issues;
• park or street closures;
• failures or interruptions of essential services;
• events that prevent or make program execution dangerous;
• sudden unavailability of essential suppliers due to reasons beyond Redland's control;
• geopolitical events, riots, local or international emergencies;
• other extraordinary circumstances not attributable to Redland Tours.

In such cases, Redland Tours undertakes, to the extent possible, to propose one or more of the following solutions:

• modification of the itinerary;
• equivalent or reasonably comparable alternative service;
• rescheduling of the service;
• future credit, if accepted by the customer;
• reimbursement of amounts actually recoverable from suppliers;
• reimbursement of amounts due in accordance with any applicable mandatory rules;
• withholding of costs already incurred, non-refundable or administrative, where permitted.

Redland Tours is not responsible for additional costs incurred by the customer, such as flights, insurance, visas, extra days, plan changes or services purchased separately, unless otherwise written agreement or otherwise applicable inderogable arrangement.

When a proposal falls within the framework of tourist packages or other discipline that is underogated to the protection of the traveller, the relative forecasts will apply regarding inevitable and extraordinary circumstances, withdrawal, assistance and reimbursement.

General clauses

50. Applicable law, jurisdiction and dispute resolution

These Terms and Conditions, commercial proposals, contracts concluded with Redland Tours and the services provided are governed by the law of the Republic of Namibia, except for the application of any indebtable norms provided for by the law applicable to consumer protection or traveller.

For any dispute relating to the validity, interpretation, execution, non-performance, resolution or termination of these Terms, the commercial proposal or services provided by Redland Tours, the competent judicial authorities of Windhoek, Namibia shall be exclusively competent, unless otherwise applicable.

In the event that the customer acts as a consumer in accordance with the applicable legislation, this clause does not limit or exclude the rights, safeguards and inderogable holes recognized to the consumer by the law of the country in which he has his habitual residence, where such rules are applicable.

Before starting any judicial proceedings, the Parties undertake, where reasonably possible, to attempt a amicable resolution of the dispute by means of written communication and good faith.

This attempt does not preclude or restrict the right of each Party to act before the competent authority, especially in urgent cases or where undue rights of the consumer or traveller are applicable.

Any mediation or arbitration procedures may be activated in accordance with the national legislation applicable only if agreed in writing between the Parties.

In relations with consumers, the possible use of mediation or arbitration will be voluntary and will not deprive the consumer of the rights, remedies and inderogable holes provided by the applicable legislation.

51. Amicable resolution of disputes

In the event of a problem, dispute or disagreement concerning a proposal or travel service, the customer is invited to contact Redland Tours as soon as possible, providing clear information and useful documentation.

Redland Tours undertakes to assess the signal in good faith and to seek, when reasonable, a solution proportionate to the concrete case.

Communications must be sent to:

Email: INFO@REDLANDTOURS.COM
WhatsApp: +39 334 320 8999
Namibia telephone: +264 81 822 8693

Before opening a formal dispute, the Parties undertake, where possible, to attempt a friendly resolution within a reasonable time of receipt of the written notice.

This can include:

• clarification of facts;
• verification of documents;
• comparison with third-party suppliers;
• alternative proposal;
• partial refund, credit or replacement, if applicable;
• rescheduling, when possible;
• other solution agreed in writing.

52. Acceptance of Terms

With the acceptance of the proposal and payment of the requested amount, the customer declares that he has read, understood and accepted these Terms and Conditions, the Privacy Policy and the specific conditions indicated in the commercial proposal.

Confirmation can be done by signing, email, online form, checkbox, payment, written confirmation or other agreed system that allows you to register your acceptance.

53. Specific conditions of the proposal

The specific conditions stated in a Redland proposal supplement these Terms.

If general and specific conditions conflict, the specific conditions of the proposal or purchased service prevail, subject to any applicable mandatory provision.

Any particular agreements, exemptions or special conditions are valid only if confirmed in writing by Redland Tours.

54. Validity of the clauses

If a clause in these Terms is invalid, ineffective or unenforceable under the relevant legislation, the remaining clauses will continue to produce effect to the extent permitted.

The invalid or ineffective clause will be replaced, where possible, by a valid provision reflecting as much as possible the original economic and contractual purpose, in compliance with the applicable legislation.

55. Language of the document

These Terms may be available in multiple languages.

In case of interpretative differences between language versions, the version indicated as prevailing in the commercial proposal or the site will prevail.

For Italian customers or commercial communications in Italian, Redland Tours can provide the Italian version of the Terms for greater clarity and transparency.

56. Updates to the Terms

Redland Tours may update these Terms for operational, legal, business or organizational reasons.

The version applicable to the customer is the one in force when the proposal is accepted or the service confirmed, unless otherwise stated in writing or updated as required by mandatory rules.

Any subsequent changes do not affect contracts already confirmed, unless agreed between the Parties or need arising from applicable legislation.