TERMS & CONDITIONS
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Welcome to Heaven Lodge.
By confirming a booking with us, you agree to the following terms and conditions.
Booking & Payment Policy
● Accepted Payment Methods: Cash (USD), Mukuru, Western Union, or EcoCash.
● Deposit: A 50% deposit of the total booking value is required to secure and guarantee your reservation.
● Balance Due: The remaining 50% balance is due in full on the day of arrival during check-in.
● Check-In & Check-Out: Check-in is from 14:00, and check-out is by 10:00. If you require early arrival or late departure, please arrange this with management in advance (subject to availability). We aim to please.
Standard Cancellation & Refund Policy
Deposits will be refunded based on the notice given prior to your scheduled arrival date:
● 7 or more days notice: A cancellation fee equal to 10% of the total booking value will be retained. The remainder of your deposit will be refunded.
● Between 3 and 6 days notice: A cancellation fee equal to 25% of the total booking value will be retained.
● Less than 3 days notice: A cancellation fee equal to 50% of the total booking value will be retained.
● Less than 24 hours notice or No-Show: 100% of the total booking value is forfeited/charged.
General Lodge Guidelines
● Parking: On-site parking is available for all guests and is free of charge. Vehicles and contents are left entirely at the owner’s risk.
● Pets: We have two resident dogs on the property. Guest pets are not permitted without strict prior arrangement with management.
● Smoking Policy: For safety and the comfort of all guests, smoking is strictly prohibited inside all indoor accommodation units, rooms, and communal lodge buildings. Smoking is only permitted in designated outdoor areas. Please dispose of cigarette butts responsibly.
● Dietary Requests: Vegetarian meals and specific dietary requirements are available upon request. Please notify us at least 48 hours before arrival.
● Guest Amenities: Free Wi-Fi is available for guest use in designated areas.
● Right of Admission: We welcome all types of travel groups. However, the lodge reserves the right of admission. Disruptive behavior, exceeding accommodation capacity limits, or damage to property may result in immediate eviction from the premises without a refund.
T&Cs for Locally Organised Trips, Guiding & Trails
● Fitness & Health Acknowledgment: Many of our organized trips—including mountain trails like the Mbira Trail—involve strenuous physical activity, uneven terrain, and variable mountain weather. It is the responsibility of each participant to ensure they are physically fit and adequately prepared for the chosen itinerary.
● Itinerary Flexibility & Safety: Nature and mountain environments can be unpredictable. Our guides reserve the right to alter, shorten, or cancel any route or activity if weather conditions, terrain safety, or group physical fitness pose a risk to the party.
● Trip Deposits & Special Cancellations: * Tailored group packages or guided tours require a 50% deposit upon confirmation to secure guides and logistics. ○ If a guided trip is cancelled by the guest less than 7 days prior to departure, any specific costs already incurred by the lodge (e.g., pre-purchased catering provisions or dedicated transport hire) will be deducted from the refundable portion of the deposit. ○ If the lodge must cancel a trip due to extreme, unsafe weather conditions or force majeure, guests will be offered an alternative itinerary, a date rescheduling, or a full refund for the guiding portion of the package.
● Equipment & Gear: Guests are responsible for bringing their own appropriate clothing, hiking boots, and personal gear. The lodge is not responsible for the damage or loss of personal equipment (including cameras, phones, and backpacks) during a trip.
Limitation of Liability
Heaven Lodge, its owners, and employees accept no responsibility or liability for any personal injury, illness, loss, or damage to personal property and vehicles sustained while staying at the lodge or participating in locally organized excursions. Guests are highly encouraged to maintain comprehensive travel and medical insurance for the duration of their trip.