Terms & Conditions

Last updated: September 2026

1. About these terms

These terms apply to every trip booked with Cannel's Tour, a tailor-made travel company based in Madagascar and operating since 2017. By paying your deposit, you confirm that you have read and accepted them.

Cannel's Tour is a company registered in Madagascar. In these terms, "we" means Cannel's Tour and "you" means the person who books the trip, on their own behalf and on behalf of every traveller in the booking.

If you book through a travel agent or tour operator, that partner's own terms apply to you first. These terms then govern our services on the ground.

2. How to book

Your booking is confirmed once we receive your deposit and send you a written confirmation.

1. Your request. Tell us your dates, number of travellers, interests and budget through our website, by email or by phone.
2. Your tailor-made proposal. We design an itinerary and send you a detailed quote. We refine it with you until it fits. Quotes are free and valid for 15 days.
3. Your booking. You confirm the final itinerary in writing and send us the full name, date of birth, nationality and passport number of each traveller, exactly as shown on the passport.
4. Your deposit. You pay the deposit described in section 4.
5. Our confirmation. We send you a booking confirmation and invoice. From this point, we reserve your accommodation, guides, vehicles and activities.

Until the deposit is received, availability is not guaranteed. Hotels and domestic flights in Madagascar sell out early in high season (July to October), so we recommend booking 4 to 6 months ahead.

3. Prices and what they include

The price in your confirmation is final and covers exactly what is listed in your itinerary. Each quote states in detail what is and is not included.

Usually included: accommodation, private vehicle with driver-guide, fuel, the meals stated, entrance fees to parks and reserves, local guides at each site, the activities listed, and 24/7 assistance from our team.

Usually not included: international flights, visa fees, travel insurance, meals and drinks not stated, tips, personal expenses, and optional activities.

Tips for guides, drivers and hotel staff are not included and are at your discretion. Your travel guide gives suggested amounts.

Prices are quoted in euros (EUR). We may revise a confirmed price only in the event of a documented increase in fuel costs, domestic airfares, park fees or government taxes, and no later than 30 days before departure. If an increase exceeds 8% of the total price, you may cancel without fees and receive a full refund.

4. Deposit and balance

A deposit of 30% of the total price confirms your booking; the balance is due 45 days before your arrival.

The deposit is non-refundable. It covers the reservations we make with our partners as soon as you book.

Payment plan. If you book more than 6 months ahead, you can spread the balance over monthly instalments. Ask us and we will set up a schedule with you.

Payment methods. International bank transfer. Bank and transfer fees are paid by the traveller; the amount we receive must match the invoice.

Late payment. If the balance is not received on time, we will send you a reminder. Without payment 7 days after the reminder, we may treat the booking as cancelled by you, and the cancellation fees in section 6 apply.

Domestic flights and special services. Some suppliers, such as domestic airlines or certain lodges, require full, non-refundable payment when booked. We will tell you in your quote if this applies, and the amount may be added to your deposit.

5. Changes requested by you

We will always try to adapt your trip; changes are free until 60 days before arrival, apart from any supplier costs.

• More than 60 days before arrival: changes to dates, itinerary or services are free. You pay only any price difference and supplier costs we cannot recover.
• 60 days or less before arrival: a change fee of EUR 50 per booking applies, plus any price difference and supplier costs.
• Changing a traveller's name: you may transfer your place to another person until 30 days before arrival, at no charge unless a domestic airline or supplier charges a fee. The original and new traveller are jointly responsible for these fees and any remaining balance.
• Changes during the trip: tell your guide or our team. We will adapt where possible. Services you choose not to use are not refunded.

A major change, such as moving your trip to another season, may be treated as a cancellation followed by a new booking.

6. Cancellation by you and refunds

You may cancel at any time by email; the fee depends on how many days before arrival we receive your written notice.

On top of these fees, costs already paid to suppliers under non-refundable conditions (such as domestic flights) are not refundable. We will always show you the detail.

Refunds. We refund any amount due by bank transfer within 30 days of your cancellation, to the account used for payment. Bank fees on the refund are deducted.

Unused services. A trip interrupted by you, or services not used (a missed excursion, a night not taken), are not refunded.

Travel insurance. Most cancellation fees can be recovered through cancellation insurance. We strongly recommend taking out a policy as soon as you pay your deposit (see section 8).

7. Changes or cancellation by Cannel's Tour

If we have to cancel your trip for reasons within our control, you receive a full refund of everything you paid us.

Changes before departure. If a hotel, flight or service in your itinerary becomes unavailable, we will replace it with one of equal or higher standard at no extra cost. If a change is significant, you may accept it or cancel with a full refund.

Changes on the ground. Madagascar is a country where roads, weather and domestic flight schedules can change at short notice. Your guide may adjust the order of visits, a route or a timing to keep you safe and make the most of your trip. These adjustments are part of travelling here and do not give right to compensation, as long as the main visits of the trip are kept. Visits go ahead in rain or shine, unless your guide judges that conditions put you or the team at risk.

Force majeure. We are not liable for events beyond our control that could not be avoided: cyclones and severe weather, natural disasters, epidemics, political unrest, strikes, airline schedule changes or cancellations, and government decisions. In that case, we will help you find solutions, pass on any refunds we obtain from suppliers, and offer you a new date where possible. Extra costs caused by such events (extra nights, new flights) are paid by the traveller and may be covered by your insurance.

8. Travel insurance

Travel insurance is mandatory for every traveller and must include medical expenses and emergency repatriation.

Your policy should cover at least:

• medical and hospital expenses abroad
• emergency evacuation and repatriation, including by air
• trip cancellation and interruption
• loss or theft of luggage and personal belongings
• personal liability

Medical facilities outside Antananarivo are limited, and serious cases often require evacuation to Réunion, Mauritius or South Africa. Please check that your policy covers this.

We do not sell insurance. Before departure, we will ask for the name of your insurer, your policy number and its 24-hour emergency phone number, so we can act fast if needed.

9. Our support before and during your trip

From your first message to your flight home, you have one team that knows your trip and answers you directly.

Before you travel. We send you a full travel guide: final itinerary, practical information (visa, health, money, luggage, local customs), and the contact details of your driver-guide and our team.

On arrival. Your driver-guide welcomes you at the airport and stays with you throughout the trip. They are your first contact for anything on the ground.

During the trip. Our team is reachable 24/7 on an emergency number, by phone and WhatsApp. You will find it in your travel guide. Mobile coverage can be weak in remote areas; your guide always carries a way to reach us.

If something goes wrong.

1. Tell your guide or call our emergency number straight away, so we can fix the problem on the spot.
2. In a medical emergency, we arrange transport to the nearest suitable clinic and contact your insurer with you.
3. For a lost passport, theft or accident, we help you with the police report, your embassy and the next steps.
4. We record every incident in writing and keep you informed until it is resolved.

A problem reported during the trip can almost always be solved on the spot. A problem reported only after your return is much harder to put right, so please do not wait.

10. Your responsibilities

Each traveller is responsible for their own travel documents, health and behaviour during the trip.

• Passport and visa. Your passport must be valid for at least 6 months after your return date, with at least one blank page. You are responsible for obtaining your visa. We will tell you the current rules when you book.
• Health. Check with your doctor or a travel clinic about vaccinations and malaria prevention before you leave. Tell us when booking about any medical condition, reduced mobility, allergy or diet, so we can plan accordingly.
• Fitness. Some activities (hikes in national parks, long road days) require a basic level of fitness. We describe the effort for each activity; ask us if in doubt.
• Respect. We ask you to respect local customs and fady (taboos), the people you meet and the environment. Your guide will explain them.
• Safety. Follow your guide's instructions. We may exclude from the trip, without refund, a traveller whose behaviour endangers others or seriously disrupts the group.

11. Accommodation

We choose every place you stay ourselves, and we tell you honestly what to expect from each one.

• Categories. Where official star ratings exist, we show them. Where they do not, which is common outside the main towns, we describe the place based on our own team's visits.
• Room types. A triple room is usually a double room with an extra bed. A single room carries a supplement but may be smaller than a double.
• Check-in and check-out. Rooms are generally available from early afternoon and must be vacated in the morning. Ask us if you need an early arrival or a late departure.
• Remote areas. Some lodges near national parks offer simple comfort: limited electricity, hot water or Wi-Fi. We flag these in your itinerary.

12. Domestic flights

Domestic flights in Madagascar change schedule often, sometimes at very short notice.

• We book domestic flights only when they are listed in your itinerary. International flights are not handled by us.
• Airline schedule changes, delays and cancellations are the airline's responsibility. We do not compensate them, but we reorganise your trip on the ground and help you with the airline.
• Extra costs caused by a flight change (an extra night, a transfer) are paid by the traveller and may be covered by your insurance.
• Baggage allowances on domestic flights are often lower than on international ones. We confirm the limit for your flights before departure.

13. Liability, complaints and legal matters

Our liability. We carefully select our partners (hotels, lodges, guides, transport) and are responsible for the services we sell you. We are not liable for loss, damage or injury caused by your own fault, by a third party unrelated to the trip, by force majeure, or by a traveller who misses a meeting point, travels with invalid or expired documents, or is refused entry to Madagascar. Our liability is limited to the total price of your trip, except in case of bodily injury.

Complaints. Report any problem during the trip first (see section 9). If you are still not satisfied, send us a written complaint by email within 30 days of your return. We reply within 15 days.

Your personal data. We collect only the data needed to organise your trip and share it only with the suppliers involved (hotels, airlines, guides). We never sell it. You may ask us at any time to access, correct or delete your data.

Photos. We may occasionally share trip photos on our website or social media. We never publish a photo in which you can be recognised without your consent.

Applicable law. These terms are governed by the law of Madagascar. We will always seek a friendly solution first; failing that, the courts of Antananarivo have jurisdiction.

Website information. Information on our website may change. We correct any error as soon as we find it; your booking confirmation always prevails.