Refund Policy

Last updated: December 2024

At Afrisafaris, we understand that travel plans can change. This Refund Policy outlines our terms for cancellations and refunds to help you understand your options.

Cancellation Timeline & Fees

More than 60 days before travel

Cancellation Fee: 10% of total booking cost

Refund: 90% of total payment

31-60 days before travel

Cancellation Fee: 25% of total booking cost

Refund: 75% of total payment

15-30 days before travel

Cancellation Fee: 50% of total booking cost

Refund: 50% of total payment

Less than 15 days before travel

Cancellation Fee: 100% of total booking cost

Refund: No refund available

Note: The travel date is defined as the first day of your safari itinerary. Cancellation fees are calculated from the date we receive your written cancellation request.

How to Request a Cancellation

  1. Contact Us Immediately:
    Email: cancellations@afrisafaris.com
    Phone: +254 700 000 000
    Include your booking reference number
  2. Provide Written Request:
    Send a written cancellation request via email
    Include reason for cancellation (if applicable)
  3. Cancellation Confirmation:
    We'll send you a cancellation confirmation
    This will include refund amount and timeline
  4. Refund Processing:
    Refunds are processed within 7-14 business days
    Refunds are issued to the original payment method

Refund Processing

Processing Times

  • M-Pesa (via PesaPal): 1-3 business days
  • Credit/Debit Cards (via PesaPal): 7-14 business days
  • Bank Transfer: 5-10 business days

Important Notes:

  • Refunds are processed in the same currency as the original payment
  • Bank processing times may vary and are beyond our control
  • We'll provide a refund confirmation with transaction details
  • Contact us if you don't receive your refund within the expected timeframe

Special Circumstances

Force Majeure Events

In cases of unforeseen circumstances beyond our control:

  • Natural disasters (earthquakes, floods, etc.)
  • Political unrest or government restrictions
  • Pandemic-related travel restrictions
  • Airline strikes or cancellations

→ Full refund or rescheduling options available with no cancellation fees

Medical Emergencies

For documented medical emergencies:

  • Medical certificate required from licensed physician
  • Reduced cancellation fees may apply
  • Travel insurance claims encouraged

Weather Conditions

For severe weather that affects safari activities:

  • Alternative activities will be offered when possible
  • Partial refunds for significantly affected experiences
  • No refund for minor weather inconveniences

Non-Refundable Items

The following are not refundable under any circumstances:

  • Booking fees and service charges
  • Third-party costs already incurred (flights, permits, etc.)
  • No-show without prior notification
  • Voluntary departure during the safari
  • Unused portions of packages due to personal reasons
  • Costs related to client's inappropriate behavior

Travel Insurance Recommendation

Highly Recommended

We strongly recommend purchasing comprehensive travel insurance to protect your investment. Travel insurance can cover cancellations due to illness, emergencies, and other unforeseen circumstances.

What Travel Insurance Can Cover:

  • Trip cancellation and interruption
  • Medical emergencies
  • Travel delays
  • Baggage loss or theft
  • Emergency evacuation

Contact Us

For cancellations, refund inquiries, or questions about this policy:

Afrisafaris Cancellations Department

Email: cancellations@afrisafaris.com

Phone: +254 700 000 000

Hours: Monday - Friday, 8 AM - 6 PM EAT

Address: Westlands, Nairobi, Kenya

AFR Wilderness Safaris Limited — Trading as Afrisafaris

Emergency Contact: For urgent cancellations outside business hours, call our 24/7 emergency line: +254 700 000 001

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