By making a booking, the first named person on the checkout shipping (“First Name”) agrees on behalf of themselves and all persons detailed on the booking that:
he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking; and
he/she has read and reviewed in full the description of the tour package and the respective tailor-made Itinerary to securing a reservation with payment and is satisfied that the information contained therein;
APPLICABLE TO ALL BOOKINGS
1. Booking and Paying for your Arrangements
A booking is made with us when you pay in full. We reserve the right to return your funds as per our payment terms conditions and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have received payment and issued to you in writing a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent.
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.
You MUST take out adequate and suitable travel insurance in order to take part in a tour organised by us and this is a condition of your contract with us. You are wholly responsible for arranging your own insurance. If you choose to make your own travel insurance arrangements, we reserve the right to request a copy of your insurance policy and/or a receipt showing payment of the premium, although we will not check this policy for suitability, and it will remain your responsibility at all times to ensure that you’re adequately insured.
A suitable insurance policy should provide adequate cover for medical expenses arising through illness or accident prior to or during the holiday and loss of holiday monies through cancellation and curtailment of the holiday for insurable reasons. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions. We are able to assist you in obtaining a suitable insurance policy.
If you make your own insurance arrangements, you should ensure that there are no exclusion clauses limiting protection for the type of activities you will be undertaking during your tour. You should also ensure that your insurance policy will cover you for any independent arrangements, excursions or other activities that you may book to take part in during your holiday and which do not form part of your booking or contract with us. You should satisfy yourself that any travel insurance arranged through us is what you require and should arrange supplementary insurance if needed.
We reserve the right to cancel the booking, without any liability for refunds, of any customer who cannot satisfy us that they have purchased suitable travel insurance in accordance with this clause. Furthermore, if you choose to travel with inadequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
4. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, room type i.e. twin/double, a particular facility at a hotel etc. i.e. swimming pool, gym, etc. You also need to confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation itinerary or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part and we do not accept bookings that are conditional upon any special request being met.
5. Cutting your holiday short
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your tour and return home early in circumstances where you have no reasonable cause for complaint about the standard of the travel services provided, we will not offer you any refund for that part of your tour not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment. It is your responsibility to contact your insurer at this time for their instruction and to obtain any receipts locally that are required for your claim.
6. Illness, Disabilities and Medical Problems
Anyone suffering from illness or disability or undergoing treatment for any physical or medical condition which may affect their participation in the tour must declare the true nature of such condition and provide us with full details BEFORE you make your booking so that we can try to advise you as to the suitability of your chosen tour. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details, and may result in such persons being excluded from the tour in which case all monies paid will be forfeited and we will not be liable to pay any compensation whatsoever.
Where we accept your booking, you must make arrangements for the provision of any medication or other treatment required during the holiday
For persons with pre-existing conditions including but not limited to: illness, diabetes, pregnancy, asthma, gastric reflux, cancer, heart problems, epilepsy, respiratory or mobility problems you should visit a doctor for a personal medical examination obtaining a medical clearance that certifies you as fully able to participate in the tour as described within the company literature specific to your tour or tailored arrangements prior to booking. You are responsible for assessing whether a Tour/Tailored arrangement are suitable for you. We will not and do not provide medical advice. It is your responsibility to assess the risks and requirements of each aspect of the itinerary based on your own unique circumstances, limitations, fitness level and medical requirements.
Age & Fitness
Where considered necessary, due to participation requirements, upgrades or conditions may apply or we may be able to provide the holiday on a private basis (supplements apply).
Any persons with pre-existing medical conditions. Any person who requires regular care by a doctor or any person with medical or other circumstances we should be aware of. If you feel you need to provide us with additional details, please attach additional pages.
No unaccompanied minors (i.e. those under 18 years of age) can be accepted on tours operated by us. Children under 18 years of age may travel on select tours provided that they are accompanied by a parent or a guardian who accepts full responsibility for them and subject, in all cases, to our ultimate discretion.
You agree to accept the authority and decisions of our employees, tour leaders, and agents whilst on tour with us. If in the opinion of such person, the health or conduct of a client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the tour, the client may be excluded from all or part of the tour, in which case all monies paid will be forfeited and we will not be liable to pay any compensation whatsoever to that client.
7. Acknowledgement of Risk
The tours operated or supplied by us have been designed to provide participants with an exposure to the true nature of the environment visited and therefore involve an element of potential risk and exposure to potential hazards over and above those associated with normal ’package’ holidays.
All bookings are accepted on the understanding that you appreciate such risks and hazards and that you undertake all tours at your own volition. For group tours, the specific itinerary, inclusions and additional information related to a holiday is detailed in the tour specific trip description/notes. The trip notes are the singular document that accounts for what will be provided on the holiday. For tailored arrangements, the specific itinerary, inclusions and additional information related to a holiday are detailed in the final PDF copy of your holiday itinerary.
Our holidays are adventurous by nature and you accept that the holiday may include travel to remote areas. Many of the places visited do not have the same quality of emergency health and safety services that we are used to in the developed world. Internal flights can be cancelled, road transport can be uncomfortable and unreliable, and hotels often do not approach the standards of the West. If you are not prepared for this, you should not travel on these holidays. This unpredictability means that the itineraries should be seen as statements of intent, rather than as contractual obligations. A variety of factors, including weather, transport difficulties and political instability, might require changes in any itinerary. The tour leader will make any changes that are necessary. Only rarely will such changes be significant, and every reasonable effort will be made to minimise the effects of the enforced changes. No liability can be accepted for the results of changes or delays, irrespective of how they are caused.
Travel insurers may not cover specific activities within their standard insurance policies. It is your responsibility to check your insurer policy inclusions and you accept full responsibility for obtaining full comprehensive travel insurance for all activities as outlined with in our documentation or for any service you may arrange locally whilst on holiday with us.
8. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
We make every effort to ensure that your tour arrangements run smoothly but if you do have any problems during your holiday, please inform your tour guide/leader/hotel manager immediately.
If, the tour guide/leader is unavailable, please contact our local team (24hr contact details are listed on your Voucher). If the matter is still unresolved by our local team, please contact your booking consultant or our office, (note there may be a delayed reply based on time zones).
If you wish to complain after completion of your holiday, you must send formal written notice of your complaint to our Customer Care Team, in your own words, within 30 days of the end date of your holiday with us and provide in the letter your booking reference, tour name and start date and all other relevant information to your grievance. Please keep your letter concise and to the point, this will assist us to quickly identify your concerns and speed up our response to you. We will reply to your grievance within 28 days of its receipt.
Please note that privacy laws exclude us from commenting on any members not within your own booking party.
Failure to inform your guide or local team at the time, or follow the procedure set out above will affect your rights under this contract.
10. Your Behaviour
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
11. Passport, Visa and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change, please ensure your information is up to date.
You will be solely responsible for any cost, loss or damage which you incur as a result of a failure to obtain all necessary passports, visas and/or vaccinations. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities (including vaccinations). You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
12. Delays, Missed Transport Arrangements and other Travel Information
You are responsible for booking your transport in and out of Kenya. If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 6 hours for any reason, you must contact us, the airline, and your insurer or other transport supplier concerned immediately.
13. Local Laws and Regulations
All participants in tours operated by us are expected to obey the laws and regulations of the countries visited and any failure to do so may relieve us of all obligations that we may otherwise have to you.