Clear terms for traveling together.
Effective 26 October 2026. These policies apply to MALIZANA customers and operators. Keep a copy of the version accepted when making a booking request or submitting a listing.
Booking, payment and travel responsibilities
Who we are
MALIZANA is operated by Malizana, P.O. Box 7815, Moshi, Tanzania. Contact support@malizana.com for booking, payment, privacy or complaint support.
Marketplace role
MALIZANA provides a marketplace where independent local operators publish reviewed trip information and respond to booking requests. The named operator supplies the trip. MALIZANA reviews operator and listing information administratively but does not guarantee quality, weather, wildlife sightings, summit success or outcomes outside reasonable control.
How a booking is formed
- A booking request is an offer for the displayed departure, group size and price. A pending request does not reserve places.
- The operator accepts only after rechecking availability. Acceptance reserves the stated places but is separate from payment.
- Payment is due within 24 hours after acceptance when online payment is offered. An unpaid reservation may be cancelled after notice.
- A payment is complete only after MALIZANA verifies a completed Pesapal transaction. A browser return, notification or pending status alone is not proof of payment.
Prices and payment
The booking summary shows the currency, per-person price, group size and total. MALIZANA does not perform hidden currency conversion. A customer’s bank, card issuer or mobile provider may apply its own conversion or charges. Payments are processed by Pesapal; MALIZANA does not collect raw card or mobile-money credentials.
Traveler responsibilities
Travelers must provide accurate contact and group information, review the itinerary and inclusions, meet passport, visa, health, age, fitness and insurance requirements, and tell the operator about relevant accessibility or support needs. Travelers remain responsible for separately listed exclusions and lawful conduct.
Changes, safety and unavoidable events
Operators may make reasonable safety or operational changes where conditions require. Material changes must be communicated promptly. MALIZANA and the operator will apply the cancellation rules below and any non-excludable rights under Tanzanian law.
Complaints and governing law
Contact support@malizana.com first so the booking record can be reviewed. These terms are governed by the laws of Tanzania. Nothing in them removes a right that applicable law does not permit us to exclude.
What happens when plans change
Customer cancellation
- 30 or more calendar days before departure: 100% of the trip amount paid is refundable.
- 15–29 calendar days before departure: 50% of the trip amount paid is refundable.
- 14 or fewer calendar days before departure, or no-show: the trip amount is non-refundable.
The cancellation date is when MALIZANA receives the authenticated cancellation request. A booking cancellation and a financial refund are separate records.
Operator cancellation
If the operator cancels and no acceptable replacement is agreed, the customer receives a full refund of the trip amount paid. Consequential expenses such as independently booked flights are not covered unless applicable law requires otherwise; travel insurance is recommended.
Refund review and method
Refunds require staff review and verified payment records. They return to the original payment method where supported. Pesapal allows partial card refunds but mobile-money refunds must be full. When a 50% refund is due and the original mobile method cannot receive a partial reversal, MALIZANA will arrange the equivalent return through a separately verified method. Never send replacement payment details in ordinary email.
A submitted refund remains processing until the provider or verified return method confirms completion. MALIZANA targets review within two business days, but bank, card and mobile processing times are outside MALIZANA’s control. Refunds use the original transaction currency.
Chargebacks and duplicate recovery
Contact support before initiating a chargeback so MALIZANA can investigate. A customer may not recover the same amount twice through both a refund and chargeback.
How MALIZANA handles personal data
Malizana is responsible for the purposes and means of MALIZANA’s personal-data processing. Privacy requests and Data Protection Officer correspondence may be sent to support@malizana.com or P.O. Box 7815, Moshi, Tanzania.
Data collected
MALIZANA processes account and contact details, operator business information and private evidence, trip and booking records, support correspondence, payment references and status (not raw payment credentials), consent choices, security logs and limited device/network information.
Purposes and grounds
Data is used to create and secure accounts, verify operators, publish and administer trips, form and perform bookings, process and reconcile payments and refunds, provide support, prevent fraud, keep financial and audit records, comply with law and improve the service. Processing is based on contract, legal obligations, legitimate interests in safe marketplace operation, and consent where required for optional analytics.
Sharing and international processing
Necessary data may be shared with the booked operator, Pesapal, hosting/database/storage providers, email delivery providers, professional advisers and authorities where lawfully required. Some service providers may process data outside Tanzania. MALIZANA will use required safeguards and obtain any required cross-border authorization; it will not treat this notice alone as such authorization.
Retention
- Booking, payment, refund, settlement and material audit records: seven years after the relevant transaction or trip, unless law requires longer.
- Inactive account/profile data not needed for a legal or financial record: two years after closure or last activity.
- Routine operational and security logs: normally 90 days, unless needed to investigate an incident or legal claim.
- Operator verification evidence: while approved and for two years after the relationship ends, unless a dispute or law requires longer.
Your choices and rights
Subject to applicable law, a person may request access, correction, deletion, restriction, portability or objection; withdraw consent; object to direct marketing; and complain to Tanzania’s Personal Data Protection Commission. Some financial, security and legal records cannot be deleted immediately. Optional analytics remains off unless permitted and can be declined.
Security and incidents
MALIZANA uses access controls, encryption in transit, restricted private storage, staff multi-factor authentication and audit records. No system is risk-free. MALIZANA will investigate incidents and make legally required notifications.
Standards, commission and settlement
Eligibility and authority
An operator must be lawfully registered and licensed for the services offered, maintain required insurance and permits, use qualified personnel, and provide current evidence on request. The operator confirms authority to sell every listed service and use every photograph, description and mark supplied.
Listings and fulfillment
Listings must accurately state itinerary, dates, capacity, price, currency, inclusions, exclusions, pickup, age/difficulty requirements and guide arrangements. Drafts remain private until approved. Operators must keep availability current, recheck capacity before acceptance, communicate material changes, deliver accepted trips with reasonable care and respond promptly to safety or support issues.
Commission
MALIZANA’s platform commission is 10% of the gross trip amount successfully collected, excluding amounts refunded. Provider fees, taxes, chargebacks and other deductions are recorded separately and are not represented as settled until independently reconciled.
Settlement
Eligible operator settlement is targeted within seven business days after the trip is marked completed, after reconciliation of verified receipts, refunds, chargebacks, MALIZANA commission and verified provider fees. Settlement is manual until MALIZANA introduces a separately approved payout system. Allocation records in the workspace are accounting records, not proof of bank or mobile settlement.
Cancellations, refunds and disputes
The operator must honor the customer cancellation schedule above. An operator cancellation normally requires a full customer refund and may be deducted from amounts otherwise payable. Operators must provide timely evidence for disputes and may not ask customers to pay outside approved MALIZANA channels for a MALIZANA booking.
Review, suspension and termination
MALIZANA may request evidence, reject or pause a listing, suspend an operator, preserve records or withhold disputed settlement where information is inaccurate, safety or legal requirements are unmet, fraud is suspected, or customer funds require protection. Review is an administrative check, not a quality guarantee. Either party may end future participation, but existing booking, refund, recordkeeping and settlement obligations continue.
Acceptance and changes
Submitting a listing for publication review records acceptance of this policy version. Material future changes apply prospectively after notice and renewed acceptance; the accepted version remains evidence for earlier transactions.