Refund Policy

1. Overview

We aim to give you a seamless safari booking experience. If something doesn't go right, you may be eligible for a refund depending on the situation described below.

By making a payment on our platform, you agree to this Refund Policy.

2. Eligibility for Refunds

Refunds may be issued if:

• You were charged twice for the same transaction
• A payment went through but the booking was not confirmed
• The safari you purchased was cancelled by us
• A system or processing error occurred during checkout
• You made a valid cancellation request within the allowed time window (see Cancellation Policy in Terms & Conditions)

3. Non-Refundable Cases

We cannot issue refunds for:

• Safaris already completed or services already delivered
• Digital materials that have been accessed or downloaded (itineraries, guides, etc.)
• Transactions made using incorrect personal details provided by the user
• Change of mind after the cancellation period has passed
• Cancellations made less than 14 days before departure (see Terms & Conditions)
• No-shows or failure to join scheduled safari activities
• Services clearly marked as non-refundable at time of booking

4. Refund Requests

To request a refund, contact us with the following information:

• Full name
• Phone number or email used during booking
• Transaction ID or booking reference number (very important)
• Date of payment
• Detailed reason for the refund request

5. Refund Processing Time

Once your refund request is approved, processing times are as follows:

• Mobile Money (M-Pesa & Airtel Money): 24 hours – 3 business days
• Card Payments: 3 – 7 business days (depending on your bank)
• Bank Transfers: 5 – 10 business days for international transfers
• Pesapal Wallet: Usually instant or within a few hours

* Processing speed depends on the payment processor (Pesapal), your bank, and your mobile money provider.

6. Chargebacks

If you initiate a chargeback through your bank or mobile money provider:

• Your account may be temporarily suspended pending investigation
• We will cooperate with Pesapal and financial institutions to investigate the claim
• If the chargeback is found to be fraudulent, we may deny future services
• Please contact us first before initiating a chargeback - we're here to help resolve issues

7. Cancellation Policy

Our cancellation policy determines refund eligibility:

• 30+ days before departure: 100% refund
• 14-29 days before departure: 50% refund
• 0-13 days before departure: No refund

Late cancellations or no-shows will be charged fully. For complete details, refer to our Terms and Conditions.

8. Errors & Failed Transactions

If payment is deducted from your account but doesn't reflect in our booking system:

• Pesapal usually auto-reverses failed transactions within a few hours
• If the reversal doesn't happen automatically, contact us immediately with your transaction details
• We'll escalate the issue to Pesapal support on your behalf
• Keep your transaction confirmation and receipt for reference

9. Partial Refunds

In some cases, partial refunds may be issued if only part of your safari package was affected by cancellation or service issues. The refund amount will be calculated based on the unused portion of services.