GENERAL TERMS AND CONDITIONS (GTCs)

General Terms and Conditions (GTCs)

1. Subject

These General Terms and Conditions of Sale (GTCS) define the rights and obligations of the company KOMBA ZEN FOREST, hereinafter referred to as “the Agency”, and its clients in connection with the marketing of tourist services: tours, excursions, guided tours, activities, transport, accommodation and associated services.

Any reservation made with the Agency implies the unreserved acceptance of these GTS by the client.

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2. Presentation of the agency

The data controller is:

KOMBA ZEN FOREST

head office : Propriete dite Juliet N-2911-BO ANTANANDAVA
ADRESS OF THE VILLA : Nosy Komba, Komba zen forest Lodge, 207, Nosy Be
Email : contact@lemurian-lodge.com / contact@kombazenforest.com
Téléphone : +261 32 24 679 38

Data Protection Officer: Dangreaux Allan

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3. Booking and confirmation

All reservation requests must be made by email, online form, phone or messaging.

The reservation becomes final after:

• written confirmation from Lodge;
• acceptance of the program and the quote by the client;
• payment of the requested deposit.

The Agency reserves the right to refuse a reservation in case of unavailability, logistical constraints or non-compliance with sales conditions.

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4. Price and payment terms

The prices indicated are expressed in EURO and include only the services mentioned in the program or quote.

Unless otherwise

*Lodge reservation: Full payment is requested when booking the Lodge

*Catering, transfers, and activities are paid for on site in cash or by mobile transfer.

The accepted payment methods are:

* For the reservation of the Lodge: Mobile transfer (orange money or Telma M flew for payment in Madagascar) via applications “send wave,” “tap tap send,” for Europeans. western union” possible in some cases

* On site in cash (in euros or ariary) or mobile transfer.

*Other means agreed with the Agency.

Any bank charges remain the responsibility of the client.

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5. Services included and not included

Each program specifies the services included and excluded.

Unless otherwise specified, benefits may include:

• accommodation
• household
• WiFi
• reception and assistance
• Not generally included:
• personal expenses
• optional meals (to be paid on site at the Lodge)
• optional activities and excursions (to be paid on site at the Lodge)
• transport (to be paid on site at the Lodge)
• international and domestic flights
• visas and administrative formalities
• personal insurance

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6. Modification of the programme

The Agency may have to modify certain elements of the program for reasons beyond its control:

• weather conditions;
• passenger safety;
• exceptional closure of a site;
• local constraints;
• unforeseen events.

In this case, the Agency will propose an equivalent alternative solution where possible.

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7. Customer Responsibilities

The client undertakes to:

• provide accurate information when booking;
• respect the safety instructions;
• have the necessary documents (passport, visa, insurance, possible vaccinations);
• respect local and environmental rules.

The Agency cannot be held responsible for any consequences related to a failure to provide documents or to the client’s behaviour.

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8. General terms of sale and cancellation

* Full payments upon booking

* Payment by mobile transfer:

• National Payment from Madagascar: Applications: (Orange money, Telma Mvola)
• International Payment from Europe: International applications: (send wave, tap tap send)
• If your country of origin is not recognized by its applications: (Western Union remains possible)

* Free Cancellation within 48 hours after booking

* Free cancellation in case of force majeure (cyclone, airline strike, urgent surgery proven during the stay period)

* Possible changes to dates depending on availability

Bookings:

* Advance booking:

Possible for dates of stays scheduled from March 20 to January 5.

* No advance booking for stays from January 6 to March 19. Last minute reservations D-7 only.

Causes cyclonic period.

* The Lodge reserves the right to cancel (on full refund of stays at the Lodge) in case of force majeure (cyclone, damage to the Lodge no longer allowing to welcome visitors).

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9. Cancellation or modification by the agency

In case of exceptional cancellation by the Lodge, it will propose:

• a postponement of the service;
• or a refund according to the available amounts and the applicable conditions.

The Agency cannot be held responsible for force majeure events.

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10. Emergency

The Agency cannot be held liable for any delay, modification or cancellation resulting from unforeseeable events beyond its control:

• natural disasters;
• extreme weather conditions;
• political unrest;
• strikes;
• government restrictions;
• major health problems.

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11. Travel insurance

It is strongly recommended that the client take out insurance covering:

• cancellation;
• medical assistance;
• repatriation;
• loss or theft of luggage.

The Agency does not automatically provide insurance unless otherwise specified.

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12. Complaints

Any complaint regarding a service must be reported promptly in order to allow for an effective resolution.

Complaints should be sent to:

Email : contact@lemurian-lodge.com / contact@kombazenforest.com

The Lodge undertakes to examine each request carefully.

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13. Personal data protection

The information collected during bookings is used solely for the management of tourist services.

The customer has a right to access, modify and delete his data in accordance with applicable regulations.

For more information, consult the Privacy Policy available on the website.

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14. Intellectual property

The content on the Agency’s website (texts, images, logos, graphic elements) is protected by intellectual property rights.

Any reproduction without prior authorization is prohibited.

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15. Applicable law and dispute resolution

These GCS are subject to the applicable law of the country where the Lodge is registered.

In the event of a dispute, the parties shall primarily seek an amicable solution.

Failing agreement, the competent courts will be those determined by the applicable legislation.

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Last update : 02/07/2026

Signature / Company stamp:

KOMBA ZEN FOREST