Booking Conditions

These booking conditions apply to every trip, package and travel service booked with Jeff Tours & Travel Agencies (“we”, “us”). Please read them before you pay a deposit. By confirming a booking, the lead traveller accepts these conditions on behalf of everyone in the booking.

1. Quotes and prices

• Quotes are valid for 7 days and are subject to availability until a booking is confirmed.
• Prices are per person unless stated otherwise and are based on the number of travellers, room sharing, dates and residency status shown on the quote.
• Before your booking is paid in full, prices may change if suppliers, airlines or government bodies change their rates, including park and conservation fees, taxes, fuel surcharges or exchange rates. We will tell you about any change before you make the next payment.
• Resident and citizen rates require valid proof of status. If a traveller cannot show it at a park gate or hotel, the non-resident rate becomes payable.

2. Deposits and confirmation

• A deposit of 30% of the total trip price is required to confirm your booking, unless your quote states otherwise.
• Some services must be paid in full at the time of booking, such as certain flights, peak-season accommodation and visas. Your quote will say when this applies.
• Your booking is confirmed when we have received your deposit and issued a written confirmation.

3. Balance and Lipa Polepole instalments

• The balance is due no later than 14 (safaris and road packages) or 30 (flight and international packages) days before departure. Bookings made within this period must be paid in full at the time of booking.
• With Lipa Polepole, the balance may be paid in instalments on the dates agreed in writing, provided the full amount is received by the balance due date.
• If an instalment or the balance is not received by the agreed date, we will contact you. If payment is still not made within 7 days, we may treat the booking as cancelled by you, and the cancellation charges in section 6 will apply.

4. Payment methods

We accept M-Pesa, bank transfer and card payments to the accounts shown on your invoice. Please confirm payment details with us by phone before sending money and keep your transaction message or slip. Card payments may carry the card provider’s fee, which we show on your invoice before you pay. Bank charges are the payer's responsibility.

5. Changes by you

If you wish to change your travel dates, names, accommodation or itinerary, contact us in writing. We will do our best to make the change, subject to availability and supplier rules. A small amendment fee may apply (we tell you the amount before you confirm the change), plus any costs charged by airlines, hotels or other suppliers. Some changes, such as name changes on flight tickets, may not be possible.

6. Cancellation by you

Cancellations must be made in writing by the lead traveller. The following charges apply, calculated on the total trip price, from the date we receive your notice:

• More than 30 days before departure: 10% of the trip price (the rest of your deposit is refunded)
• 15 to 30 days before departure: 50%
• 7 to 14 days before departure: 75%
• Less than 7 days before departure, or failure to travel: 100%

Where suppliers' own charges are higher than these, for example on non-refundable flight tickets, visas, park permits or special-offer hotel rates, those charges apply. Travel insurance may cover cancellation charges for reasons such as illness.

7. Changes or cancellation by us

Occasionally we or our suppliers may need to change part of your trip, for example a change of hotel to one of a similar standard or a revised flight time. If we make a significant change before departure, or have to cancel your trip, you may accept the change, choose an alternative trip, or receive a refund of the money you have paid us for the affected services. We are not responsible for changes or cancellations caused by events beyond our control, such as severe weather, natural disasters, civil unrest, strikes, epidemics, government action or airline schedule changes, although we will help you make alternative arrangements.

8. Changes during your trip

Safari itineraries, game drive routes and excursions may be adjusted on the day by your guide or skipper because of weather, road or sea conditions, wildlife movements, park regulations or safety. Wildlife sightings, including the Great Migration and river crossings, cannot be guaranteed.

9. Passports, visas and health

You are responsible for holding a valid passport (usually valid for at least six months beyond your return date), visas or travel authorisations, and any vaccination certificates required for your trip, such as yellow fever. We will give you guidance and help with applications, but the decision rests with the relevant authorities, and we cannot accept responsibility for refusals or delays. Visa fees are non-refundable.

10. Travel insurance

We strongly recommend that every traveller holds travel insurance covering medical expenses, evacuation, cancellation and personal belongings. For some destinations insurance is mandatory. Where insurance is included in a package, the policy terms are set by the insurer.

11. Your responsibilities

Please follow the instructions of guides, drivers and crew, the rules of national parks and reserves, and local laws and customs. We or our suppliers may end the services of any traveller whose behaviour puts others at risk or causes serious disruption, without refund.

12. Our role and liability

We arrange travel services provided by independent suppliers, including airlines, hotels, lodges, transport companies and tour operators, and their own terms and conditions also apply. We will take reasonable care in choosing suppliers. Our liability is limited to the extent permitted by Kenyan law and, for international transport, by applicable international conventions.

13. Complaints

If something is not right during your trip, tell your guide, the supplier and us straight away so we can try to fix it on the spot. If you are still unhappy, write to us at [email protected] within 28 days of your return.

14. Law

These conditions are governed by the laws of Kenya, and any dispute will be dealt with by the courts of Kenya.