Cancellation & Refund Policy

Understanding our cancellation terms and refund procedures

Last updated: December 2024

Cancellation Charges Overview

Standard Cancellation Fees

More than 60 days10% charge
31-60 days25% charge
15-30 days50% charge
7-14 days75% charge
Less than 7 days100% charge
No-show100% charge
1. General Cancellation Terms

1.1 Cancellation Notice

  • All cancellations must be made in writing (email or letter)
  • Cancellation is effective from the date we receive written notice
  • Verbal cancellations are not accepted
  • Cancellation charges are calculated from the original travel date

1.2 Booking Modifications

  • Date changes are subject to availability and may incur additional costs
  • Name changes may be permitted with advance notice (fees apply)
  • Itinerary changes are treated as partial cancellations
2. Service-Specific Policies

2.1 Safari Packages

  • Peak season bookings (July-October, December-January) have stricter terms
  • Group bookings (8+ people) may have different cancellation rates
  • Special event safaris (migration, calving) are non-refundable within 30 days

2.2 Hotel Reservations

  • Hotel cancellation policies may vary by property
  • Some hotels offer free cancellation up to 24-48 hours
  • Luxury lodges typically have stricter cancellation terms

2.3 Custom Tours

  • Custom itineraries require 50% deposit upon confirmation
  • Specialized services (private guides, exclusive access) are non-refundable
  • Multi-destination tours follow the strictest supplier policy
3. Refund Process

3.1 Refund Timeline

  • Refunds are processed within 14 business days of cancellation
  • Bank transfers: 3-5 business days
  • M-Pesa refunds: 24-48 hours
  • Credit card refunds: 5-10 business days (depending on bank)
  • International transfers: 7-14 business days

3.2 Refund Method

  • Refunds are made to the original payment method
  • Processing fees are non-refundable
  • Currency conversion rates may affect international refunds

3.3 Partial Refunds

  • Unused services may be eligible for partial refunds
  • Early departure from tours: no refund for unused days
  • Missed activities due to personal reasons: no refund
4. Force Majeure and Exceptional Circumstances

4.1 Force Majeure Events

In cases of events beyond our control, including:

  • Natural disasters (earthquakes, floods, extreme weather)
  • Political unrest or government travel advisories
  • Pandemic restrictions or health emergencies
  • Airline strikes or transportation disruptions
  • Terrorism or security threats

4.2 Force Majeure Options

  • Reschedule: Move your trip to a later date (no penalty)
  • Credit: Receive travel credit valid for 24 months
  • Refund: Subject to supplier policies and actual costs incurred

4.3 Travel Insurance

We strongly recommend comprehensive travel insurance to protect against unforeseen circumstances. Insurance may cover cancellation fees that our policy does not.

5. Medical and Emergency Cancellations

5.1 Medical Emergencies

  • Medical certificate required from licensed physician
  • Must be for serious illness preventing travel
  • Reduced cancellation fees may apply (case-by-case basis)

5.2 Family Emergencies

  • Death or serious illness of immediate family member
  • Documentation required (death certificate, medical records)
  • Compassionate consideration for reduced fees
6. Group Booking Policies

6.1 Group Definitions

  • Small groups: 4-7 people
  • Medium groups: 8-15 people
  • Large groups: 16+ people

6.2 Group Cancellation Terms

  • Partial group cancellations may affect per-person pricing
  • Group leader is responsible for all cancellation notices
  • Individual cancellations within groups follow standard policy
7. How to Cancel

7.1 Cancellation Process

  1. Send written cancellation request to: cancellations@riverdaletravel.co.ke
  2. Include booking reference number and reason for cancellation
  3. Provide original payment method details for refund
  4. Await confirmation email with cancellation details
  5. Refund will be processed according to timeline above

7.2 Required Information

  • Full name of lead traveler
  • Booking reference number
  • Travel dates and destination
  • Reason for cancellation
  • Preferred refund method

7.3 Contact Information

Email: cancellations@riverdaletravel.co.ke

Phone: +254 700 123 456

WhatsApp: +254 700 123 456

Office Hours: Monday-Friday 8AM-6PM, Saturday 9AM-4PM

Important: This policy is subject to supplier terms and conditions

Some services may have different cancellation terms. We will inform you of any variations at the time of booking.