Refund and Returns Policy - Bantu Pori Journeys

Last Updated: July 20, 2026

At Bantu Pori Journeys, we want your experience with our services and gear rental to be clear, reliable, and straightforward. This Refund and Returns Policy explains how cancellations, refunds, and equipment returns are handled when using our Kilimanjaro Gear Rental Store and related services.

Please read this policy carefully before making a reservation or rental booking.

1. Gear Rental Reservations

Gear rental equipment is reserved based on availability and the dates provided by the customer.

When making a reservation, please provide:

Your full name
Contact details
Rental dates
Items and quantities required
Preferred collection location
Any relevant size requirements

A rental reservation is only confirmed once Bantu Pori Journeys has confirmed availability and, where applicable, received the required payment or booking confirmation.

2. Cancellation and Refunds

If you need to cancel your gear rental reservation, please contact us as soon as possible.

Cancellation Before Collection

If you cancel before collecting your equipment, your eligibility for a refund will depend on:

How far in advance the cancellation is made
Whether the equipment has already been prepared or reserved exclusively for you
Any applicable payment processing or administrative costs

Where applicable, eligible refunds will be processed using the original payment method.

Cancellation After Collection

Once rental equipment has been collected, the rental period is considered to have started. Refunds for unused rental days are not normally provided unless otherwise agreed in writing.

If you return equipment earlier than the agreed return date, please contact our team. Any refund or adjustment will be considered on a case-by-case basis.

3. Equipment Returns

All rented equipment must be returned by the agreed return date and at the agreed location.

Customers are responsible for returning all rental items in substantially the same condition in which they were received, allowing for normal use during trekking and outdoor activities.

Please check your equipment before returning it and ensure that:

All rented items are included
Accessories and parts are returned
Items are reasonably clean
Equipment has not been intentionally damaged
Nothing has been lost or left behind

4. Lost or Damaged Equipment

Customers are responsible for rented equipment while it is in their possession.

If an item is lost, stolen, or damaged beyond normal wear and tear, Bantu Pori Journeys may charge the customer for the reasonable cost of repair or replacement.

Examples may include:

Lost sleeping bags
Lost trekking poles
Damaged jackets
Missing equipment components
Damage caused by misuse or negligence

Any applicable charges will be assessed based on the condition and value of the equipment.

We understand that trekking takes place in challenging environments, so normal wear and reasonable use will not be treated as damage.

5. Equipment Condition and Quality

Before equipment is handed over to the customer, we aim to ensure that it is clean, functional, and suitable for its intended use.

Customers are encouraged to inspect rental equipment during collection and notify our team immediately if they identify any issue, defect, or concern.

If an item is found to be defective before or during the rental period, please contact us as soon as possible.

Where reasonably possible, we may:

Repair the equipment
Replace it with a similar available item
Provide an alternative solution

Our ability to replace equipment depends on availability.

6. Incorrect Size or Equipment Selection

We encourage customers to provide accurate sizing information when making a reservation.

Where possible, we recommend trying on equipment before starting your trek, particularly:

Trekking boots
Jackets
Trousers
Gloves
Other fitted clothing

If an item does not fit correctly, please inform us immediately. We will try to provide a suitable alternative if another size is available.

Size exchanges are subject to availability and cannot always be guaranteed.

7. Refunds for Unavailable Equipment

In the unlikely event that equipment you have reserved becomes unavailable due to damage, loss, or unforeseen circumstances before collection, we will make reasonable efforts to provide a suitable alternative.

If a suitable replacement cannot be provided, you may be eligible for a refund for the affected rental item.

8. Weather and Mountain Conditions

Refunds are not automatically provided because of changes in weather or mountain conditions.

Mount Kilimanjaro and other trekking environments are subject to changing weather and natural conditions. Customers should follow the advice of their trekking guide and relevant authorities.

If a trek is cancelled or changed by your tour operator due to safety concerns, the refund or cancellation terms for the trekking service will be governed by the terms and conditions of the tour booking.

This gear rental policy applies specifically to equipment rented through Bantu Pori Journeys.

9. Tour and Safari Bookings

This page primarily applies to Kilimanjaro gear rental and equipment reservations.

If you have booked a:

Kilimanjaro trek
Tanzania safari
Group departure
Zanzibar trip
Transfer
Other travel service

the cancellation and refund conditions applicable to that specific booking may be different.

Please refer to your booking confirmation or contact our team for the specific terms applicable to your trip.

For booking-related questions, please contact our Bookings Team at bookings@bantuporijourneys.com.

10. Payment Processing

Where a refund is approved, it will normally be returned through the original payment method used for the transaction.

The time required for a refund to appear in your account may depend on your bank, card provider, or payment service provider.

Any applicable non-refundable transaction or payment processing fees may be deducted where permitted and where clearly communicated at the time of booking.

11. How to Request a Refund or Return

To request a cancellation, refund, or equipment return arrangement, please contact us with:

Your full name
Booking or reservation reference
Rental items
Rental dates
Reason for the request
Payment details or transaction reference, if applicable

You can contact us through any of the following:

Bantu Pori Journeys
Email: info@bantuporijourneys.com
Bookings: bookings@bantuporijourneys.com
Legal: legal@bantuporijourneys.com
General Email: bantupori@gmail.com
WhatsApp / Phone: +255 714 461 148
Location: Moshi and Arusha, Tanzania

12. Changes to This Policy

Bantu Pori Journeys reserves the right to update this Refund and Returns Policy when necessary.

Any changes will be published on this page with an updated “Last Updated” date.

We encourage customers to review this policy before making a new rental reservation or booking one of our travel services.

Contact Us

If you have questions about our refund, cancellation, or equipment return policy, please contact our team before making your reservation.

Bantu Pori Journeys
Kilimanjaro Gear Rental Store
Moshi and Arusha, Tanzania

Email: info@bantuporijourneys.com
Bookings: bookings@bantuporijourneys.com
Legal: legal@bantuporijourneys.com
General Email: bantupori@gmail.com
WhatsApp / Phone: +255 714 461 148

We’re here to help you prepare for your Kilimanjaro adventure with confidence.