1. Conclusion of Contract
1.1 Formation of the Contract
The services and offers published by PWA on the internet, in catalogs, flyers, or in any other form do not constitute binding offers, but rather an invitation for the customer to submit an offer. The contract is concluded as soon as PWA accepts the customer's booking by sending a booking confirmation. The booking confirmation can be sent in writing or electronically (e.g., via e-mail or messenger services).
1.2 Contracting Parties
The travel contract is concluded between the customer and PWA. As the contracting partner of PWA, the customer is liable for all travel participants they register for the trip. These GTC are binding for all travel participants.
1.3 Provisional Bookings / Reservations
Due to high guest volume, destinations may run out of capacity. At the explicit request of the customer, PWA can make a provisional reservation for a limited period, up to a maximum of 10 working days. Such a reservation is only made upon a corresponding request from the customer. Travel inquiries or non-binding price checks do not automatically count as provisional bookings. PWA reserves the right to grant provisional reservations depending on availability or to reject them without stating reasons. If no binding booking or payment is made within the deadline, PWA reserves the right to release the pre-reserved services without further notice.
2. Services and Execution of the Trip
2.1 Scope of Services
The scope of contractual services results from the invoice and the booking confirmation, as well as from the service descriptions in PWA's publications (e.g., internet, travel documents, communication). In case of contradictions, the information in the booking confirmation shall prevail. Special requests by the customer or subsequent changes are only binding if they have been explicitly confirmed by PWA in writing.
2.2 Execution of the Trip / Service Providers
The execution of the trip is carried out in whole or in part by independent local service providers (e.g., accommodations, transport companies, local organizers). PWA organizes the trip and works with carefully selected partners for this purpose, but does not assume the role of the direct local service provider.
3. Prices / Payment
3.1 Price Determination
The price of the trip is determined primarily by the information provided by PWA in writing (invoice, e-mail) and secondarily according to publications (e.g., internet, travel catalogs, or similar). Only the prices communicated by PWA are authoritative. Price information or offers from other providers will not be considered.
3.2 Payment Methods
Prices are cash payment prices. If the customer pays with other means of payment (e.g., online transfer, credit card, transfer providers), a surcharge at the expense of the customer may arise.
3.3 Price Increases
PWA reserves the right to pass on price increases for subsequent increases in actual costs incurred in accordance with the provisions of the Swiss Package Travel Act. This applies in particular, but not exclusively, to:
- Increase in transport costs (e.g., fuel surcharges)
- Newly introduced or increased taxes and/or duties (e.g., fees, tax increases, VAT increases)
- Exchange rate adjustments
- Billing / publication errors
3.4 Default of Payment
The above-mentioned payment dates are fixed dates (Art. 102, Para. 2 CO). In the event of late payment, the customer is in default without a reminder. PWA is entitled to withdraw from the contract without setting a grace period and to release or refuse the booked services.
3.5 Payment Terms
Unless otherwise agreed in writing, the total travel price must be paid in full no later than 60 days before the start of the trip. Possible cancellation costs remain reserved. For short-term bookings (less than 60 days before the start of the trip) or bookings via online portals, the total travel price is due immediately. PWA reserves the right to request advance payment for certain services; this will be communicated to the customer in writing if necessary.
4. Withdrawal or Cancellation by the Customer
4.1 Withdrawal before the start of the trip
The customer can withdraw from the trip at any time before the start of the trip. The declaration of withdrawal must be in writing. The time of receipt by PWA is decisive. PWA confirms the receipt of the withdrawal declaration in writing.
4.2 Handling Fee
In the event of withdrawal or cancellation by the customer, handling fees of CHF 75 per person or a maximum of CHF 300 per order will be charged.
4.3 Cancellation Costs
In the event of cancellation, the following costs will be charged in addition to the handling fee (see point 4.2):
- up to 60 days before the start of the trip = No cancellation costs
- 59 – 30 days before the start of the trip = 50%
- 29 – 10 days before the start of the trip = 80%
- 9 – 0 days before the start of the trip or no-show = 100%
The cancellation costs refer to the total travel price.
4.4 Postponing the Trip
A one-time free rebooking of the trip to a date in the following year is possible up to 60 days before the start of the trip, subject to available capacity of the respective service providers. Any price differences due to new prices or services are at the expense of the customer.
4.5 Substitute Person
The customer can name a substitute person who takes over the trip under the same conditions, provided that the service providers involved agree to the change. The prerequisite is that the substitute person meets all contractual requirements for the trip. The customer and the substitute person are jointly and severally liable for the travel price and the handling fee. Any additional costs arising from the change of person are to be borne by the customer.
4.6 Withdrawal due to Travel Warnings (before travel)
If a travel warning for one of the travel destinations already exists before or at the time of booking, this does not entitle the customer to a free withdrawal. Withdrawal before the start of the trip is possible at any time, but cancellation and handling fees apply according to the corresponding sections of these GTC.
4.7 Early Return / Voluntary Termination
If the customer terminates the trip early after the start of the trip for personal reasons or due to travel warnings, or if they waive individual services, there is no claim for a refund of unused travel services. Any additional costs, in particular for an early return trip, are at the expense of the customer. PWA supports the customer in organizing the return trip where possible, but does not assume any costs unless otherwise agreed in writing. Termination of the trip does not entitle the customer to claims for damages.
5. Cancellation by PWA
5.1 Material Error
In the event of a material error at the conclusion of the contract, in particular calculation, price, or publication errors, PWA is entitled to withdraw from the contract. In this case, the customer is entitled to a refund of payments already made. Further liability or obligation to pay damages by PWA is excluded to the extent permitted by law. PWA will inform the customer of the error as soon as it becomes known.
5.2 Failure to reach the Minimum Number of Participants
If a minimum number of participants is required for a trip and this number is not reached no later than 60 days before the planned start of the trip, PWA is entitled to withdraw from the contract. The customer is entitled to a refund of payments already made. Further claims for damages are excluded to the extent permitted by law.
5.3 Unforeseeable or Unavoidable Circumstances
If unforeseeable or unavoidable events (e.g., war, strike, natural disasters, withdrawal of landing rights, epidemics or pandemics, and governmental measures) prevent or significantly complicate the execution of the trip, PWA is entitled to withdraw from the contract. The customer is entitled to a refund of payments already made. Further claims for damages are excluded to the extent permitted by law.
6 Duty to Cooperate of the Customer
6.1 Payment
The customer is obliged to transfer the travel price on time.
6.2 Physical Health
The customer is hereby advised that the offered trips can be physically strenuous / challenging (e.g., walking for several hours at temperatures around 40 degrees). The customer is responsible for ensuring that their health status and physical condition allow for participation in the trip and activities. Any health restrictions or special needs must be communicated to PWA before booking or at the latest before the start of the trip. Participation in activities is basically at one's own risk.
6.3 Vaccinations and Prevention
The customer is obliged to inform themselves at the relevant official and/or medical offices about recommended or mandatory vaccinations and health precautions before starting the trip. This includes vaccinations, malaria prophylaxis, and protection against insect bites and other health risks. Compliance with corresponding recommendations is the responsibility of the customer. PWA does not provide medical advice. PWA assumes no liability for health risks or consequences, regardless of whether corresponding recommendations were followed or not, to the extent permitted by law.
6.4 Medical Care
Medical care in remote areas can be limited; the customer must make corresponding precautions.
6.5 Entry Requirements
The customer is responsible for checking and complying with the entry and residence requirements of the respective destination countries. This includes, in particular, valid travel documents, visas, vaccination or health certificates, and customs and currency regulations. All disadvantages resulting from non-compliance with these regulations are at the expense of the customer. PWA informs the customer to the best of its knowledge about known entry regulations but assumes no guarantee for their timeliness.
6.6 Self-responsibility
The customer is responsible for compliance with the times and activities specified by the service providers (e.g., luggage regulations, information, travel times).
6.7 Safety
The customer is obliged to follow the instructions of the service providers' staff and local guides. Since the offered trips are nature trips in partly remote areas, the customer is obliged to take appropriate measures for their own protection and to behave cautiously according to the local conditions. In the event of disregard of safety instructions, the customer can be excluded from individual activities. In this case, there is no claim for a refund of unused services.
6.8 Animal and Environmental Protection
The offered trips take place in sensitive nature and ecosystems. The protection of the environment and the respectful treatment of wildlife are the highest priority for PWA and the involved service providers.
The customer undertakes to follow the instructions of the guides and service providers for the protection of nature and wildlife. In particular, it is prohibited to feed, chase, touch, or affect the habitat of wild animals.
The customer is obliged not to leave any waste in nature and to behave considerately toward the environment, wildlife, and local communities.
In the event of violations of these rules, the customer can be excluded from individual activities. In this case, there is no claim for a refund of unused services.
6.9 Behavior toward the Local Population
The trips partly lead to rural regions with their own cultural and social customs. The customer undertakes to meet the local population with respect and consideration. In particular, religious, cultural, and social customs are to be respected. Behavior, clothing, or statements that could be perceived as disrespectful are to be avoided. Customers are requested to follow the instructions of the local guides to avoid misunderstandings or conflicts with the local population.
6.10 Photography, Recordings, Drones
PWA points out that drones may be prohibited at the locations of stay or during activities on the trips. The customer is responsible for compliance with local laws and regulations in connection with photo, video, or drone recordings.
6.11 Exclusion due to Behavior
PWA is entitled to exclude customers from the trip in the event of serious misconduct. In this case, there is no claim for a refund.
7. Accommodations & Rooms
Accommodations in remote nature regions may be more simply equipped than hotels in busy or urban areas. Comfort, infrastructure, and technical equipment may therefore deviate from international standards. In particular, in remote regions, there may be restrictions on power supply, internet connection, or hot water. These conditions do not constitute a travel deficiency.
7.1 Accommodation
Accommodation takes place in accommodations of the respective travel destination according to the travel program or booking confirmation. However, a specific accommodation or equipment cannot be guaranteed unless this has been explicitly confirmed in writing by PWA. Should an accommodation not be available due to availability or organizational reasons, PWA reserves the right to carry out the stay in an equivalent accommodation in the same region. Such changes do not constitute a travel deficiency.
7.2 Room Booking
The exact room allocation will be made by the respective local accommodation. PWA endeavors to implement the customers' desired room categories and layouts, but a guarantee is not possible and depends on availability.
7.3 Hotel Facilities & Vehicles
PWA selects accommodations according to careful criteria. However, certain hotel facilities, vehicles, or offers can change without prior notice to PWA. The actual hotel facilities can therefore deviate from PWA's service descriptions. Such deviations do not constitute a travel deficiency, provided the overall character of the trip is not significantly impaired. PWA has no influence on the ongoing operation of the accommodations.
7.4 Internet (Wi-Fi)
In remote regions, access to the internet (Wi-Fi) can be restricted, slow, or temporarily unavailable. A certain quality or permanent availability of internet access is not guaranteed.
7.5 Power Supply
In remote regions, the power supply can be restricted or limited in time (e.g., due to generator operation). Interruptions or restrictions of the power supply do not constitute a travel deficiency.
7.6 Water Quality and Supply
The water supply can deviate from familiar standards depending on the region. Tap water is generally not suitable as drinking water. It is recommended to consume only provided or purchased drinking water. These conditions do not constitute a travel deficiency.
8. Program Sequences & Adjustments to the Sequences
PWA explicitly points out that the trips lead to partly remote and difficult-to-access areas. PWA therefore reserves the right to adjust programs or individual services if this is necessary due to circumstances beyond the control of PWA or its commissioned service providers. For trips to nature areas, programs can be adjusted in particular, but not exclusively, due to weather conditions, water levels, animal movements, or safety aspects. If organizationally possible, equivalent substitute services, such as similar excursions, will be offered.
8.1 Wildlife Sightings
PWA endeavors to offer the customer the most authentic and natural experiences possible. For this reason, PWA works with companies that attach great importance to the preservation and protection of nature (e.g., no supplemental feeding of wild animals). Wildlife sightings take place exclusively in the wild with as little human influence as possible and can therefore not be guaranteed. Wildlife sightings do not constitute a part of the contractually owed service. The presence or absence of certain wildlife sightings does not justify a travel deficiency.
8.2 Program Descriptions
The provided program sequences are to be understood as guidance and suggestion and serve to give the customer an overview of possible activities during the trip. Due to availability, organizational reasons, or local conditions, the order of individual program points can be adjusted by the respective service provider. Such adjustments do not constitute a travel deficiency.
8.3 Nature Conditions / Climate / Small Animals
The offered trips take place in tropical nature areas. This can lead to insect occurrence (e.g., mosquitoes, ticks, snakes, spiders, scorpions), high humidity, heat, and other nature-related influences. These conditions are typical for the region and do not constitute a travel deficiency. A termination of the trip or waiver of services due to such circumstances does not entitle the customer to refunds or claims for damages. The customer is responsible for taking suitable protective measures (e.g., insect repellent, suitable clothing).
8.4 Meals on Excursions / Transfers
Occasional excursions, e.g., jaguar safaris or tours to more distant destinations, offer no possibility of returning to the buffet offer of the accommodations. Therefore, simple meals suitable for transport are offered.
8.5 Meals for Airport Transfers
Depending on the arrival or departure time, it may happen that certain meals at the accommodation (e.g., buffet) can no longer be attended. In such cases, there is no claim for replacement or refund of the corresponding meal.
8.6 Meals in Restaurants
Costs for meals in restaurants are only assumed if they are explicitly part of the travel program and were booked in advance. The portion of restaurant costs included in the travel price is determined at the time of booking. Additional orders, in particular drinks, additional food, or individually ordered extras, are to be paid directly on-site by the customer, unless otherwise agreed in writing.
9. Complaints
9.1 Immediate Duty to Complain
In the event of complaints during the trip, the customer is obliged to inform the service provider and PWA immediately. PWA endeavors to offer a suitable solution. If no suitable solution can be found, the customer must obtain written confirmation of the facts from the service provider.
9.2 Claims for Compensation
Any claims for compensation must be asserted in writing to PWA together with the confirmation according to point 9.1 within 30 days of the end of the trip. In the absence of confirmation, omitted notification on-site, or late assertion, any claims for compensation expire. PWA must be allowed a reasonable period of time to review the claim.
10 Liability
PWA is liable to the customer for the proper fulfillment of the contract and the professional organization of the trip, provided no insurance of the customer covers the damage.
10.1 Limitation of Liability and Exclusions
The liability for all damages that are not personal injuries is limited in every contract to twice the travel price, to the extent permitted by law.
10.2 Service Provision by Third Parties
PWA is liable for the careful selection and organization of the services, but not for the provision of services by third parties, to the extent permitted by law.
10.3 Non-performance / Non-contractual Performance
PWA is not liable for events attributable to the non-performance or non-contractual performance of the travel contract, in particular:
- Failures by the customer, non-compliance with travel regulations, sanctions, pregnancy
- Unforeseeable or unavoidable failures by third parties or force majeure.
10.4 Substitute Trip
If the customer participates in a substitute trip organized by PWA, PWA's liability is limited to any reduced value of the substitute trip compared to the contractually owed trip.
10.5 Assignment of Damage Claims
If PWA compensates the customer for damage caused by a service provider, the customer's corresponding damage claims against the service provider are assigned to PWA.
11 Insurance
PWA explicitly recommends taking out travel cancellation insurance and other insurance policies that ensure sufficient protection in an emergency (e.g., travel interruption, health, or accident insurance). Taking out insurance is the responsibility of the customer.
12 Data Protection
PWA collects and processes personal data of the customer exclusively within the framework of contract processing and for the provision of the booked services. The data can be passed on to service providers and partner companies at home and abroad as required. Further information on data protection can be found in PWA's privacy policy.
13 Dispute Resolution / Ombudsman's Office
Before taking legal steps, the parties shall endeavor to reach an amicable agreement. The customer can contact the Ombudsman's Office of the Swiss Travel Industry for this purpose. Use of the Ombudsman's Office is voluntary and does not preclude subsequent legal action.
14 Amendability
These GTC can be amended by PWA at any time. The version valid at the time of booking is decisive. In the case of different linguistic versions, the German-language version is authoritative. PWA publishes the currently valid version electronically.
15 Applicable Law and Place of Jurisdiction
The contractual relationship between the customer and Pantanal Wildlife Adventure GmbH ("PWA") is exclusively subject to Swiss law. The place of jurisdiction is the seat of Pantanal Wildlife Adventure GmbH, to the extent permitted by law. Mandatory legal provisions, in particular regarding the place of jurisdiction at the consumer's place of residence, remain reserved.
Oetwil am See, 17.04.2026
