Booking Terms and Conditions

Introduction

These Booking Terms and Conditions apply to all tours, travel arrangements, reservations, and related services booked through Serval Tours and Travel (“the Company”, “we”, “us”, or “our”).

The individual making the reservation (“the Client”, “you”, or “your”) confirms that they have reviewed, understood, and accepted these Terms and Conditions. If a booking is made for a group or on behalf of other travellers, the person making the reservation confirms that they are authorised to accept these Terms and Conditions on behalf of everyone included in the booking.

Booking Confirmation

A booking shall be considered confirmed only after the 30% deposit has been received and Serval Tours and Travel has issued a confirmed booking confirmation of the reservation.

Where a single person makes a booking on behalf of several travellers, that person accepts responsibility for confirming that all members of the travelling party are bound by these Terms and Conditions.

The Company reserves the right to refuse or decline a reservation before written confirmation has been issued.

Once the applicable booking and payment requirements have been fulfilled, the Company will proceed with arranging the services agreed upon with the Client.

Deposit and Payment

A 30% deposit of the total tour price is required to secure a reservation, unless another arrangement has been agreed upon in writing.

The outstanding 70% balance shall be payable upon arrival, unless the booking confirmation, invoice, or another written agreement specifies a different payment deadline.

No instalment arrangement shall apply unless it has been specifically agreed upon in writing.

Any bank fees, transfer charges, foreign exchange costs, or other expenses arising from the payment of the tour shall be the responsibility of the Client unless otherwise agreed in writing.

Prices and Rates

Tour prices shall be stated in the currency specified in the quotation, itinerary, invoice, or booking confirmation.

The rates provided by the Company are based on the costs available at the time the quotation is prepared. These rates may change as a result of factors including:

• Government taxes, levies, or regulatory charges
• Increases in national park or conservancy fees
• Changes in fuel prices or applicable fuel surcharges
• Currency exchange-rate movements
• Adjustments to accommodation or supplier rates
• Other unavoidable increases imposed by third-party service providers

If a cost increase affects an already confirmed reservation, the Client will be notified as soon as reasonably practicable.

Client Cancellation and Refund Policy

All cancellation requests must be submitted to Serval Tours and Travel in writing.

Budget Safaris

For budget safari bookings, 50% of the deposit paid may be refunded, irrespective of how many days remain before the scheduled departure.

This cancellation provision applies to both private and shared/group-joining budget safaris.

Midrange and Luxury Safaris

Cancellation of midrange and luxury safari arrangements shall be subject to the cancellation terms and contractual conditions imposed by the hotels, lodges, camps, transport companies, and other suppliers involved in the booking.

Deposits are primarily used to secure accommodation and other services required for the safari. Certain suppliers may impose non-refundable terms or may issue no refund or credit following cancellation.

Where a supplier provides a refund, credit note, or another recoverable amount, the Company will process the relevant amount for the Client after taking into account any non-refundable expenses and applicable cancellation fees.

Any refund payable to the Client shall be determined after deducting costs, commitments, and expenses already incurred by the Company on the Client’s behalf.

Amendments by the Client

Any request to modify a confirmed booking will be considered subject to availability and the applicable terms of the suppliers involved.

For budget safaris, the Company will make reasonable efforts to accommodate requests for changes to travel dates where availability permits.

For midrange and luxury safaris, amendments may depend on accommodation and supplier availability and may result in administrative fees, cancellation penalties, differences in rates, or other charges imposed by third-party providers.

All additional expenses arising from a change requested by the Client shall be payable by the Client.

Changes or Cancellation by the Company

The Company will make reasonable efforts to operate each safari in accordance with the confirmed itinerary.

Circumstances may, however, require changes to the timing, order, or sequence of destinations and activities. Where necessary, the Company may rearrange the itinerary while making reasonable efforts to ensure that the confirmed destinations and services are provided.

If the Company is required to cancel a tour, the Client may be offered either:

• An alternative tour covering an equivalent number of days; or
• A refund for services that have been paid for but are not provided

The Company shall not be responsible for additional personal costs incurred by the Client as a result of such changes or cancellation, including independently booked flights, visas, accommodation, or other personal travel arrangements.

Force Majeure

Serval Tours and Travel shall not be liable for delays, interruptions, alterations, or cancellations resulting from circumstances that are beyond the Company’s reasonable control.

Such circumstances may include:

• Natural disasters and calamities
• Severe or adverse weather conditions
• Political instability
• Strikes or industrial disputes
• Epidemics or pandemics
• Government restrictions, directives, or actions
• Road closures
• Transport interruptions
• Other unexpected events beyond the Company’s reasonable control

Where such circumstances lead to additional expenses, those costs may be payable by the Client.

Travel Documents and Visas

Each Client is responsible for obtaining and carrying all travel documentation required for their journey.

Required documents may include:

• A valid passport
• A visa or Electronic Travel Authorisation (ETA), where applicable
• Any required vaccination certificates
• Valid travel insurance documentation
• Any other documents required by immigration authorities or other relevant government agencies

The Company shall not be responsible for denied entry, deportation, missed travel arrangements, or other consequences resulting from missing, expired, inaccurate, or invalid travel documentation.

Travel Insurance

Clients are strongly advised to arrange appropriate travel insurance before commencing their safari.

Where applicable, the insurance policy should provide suitable protection for matters including:

• Trip cancellation or interruption
• Medical care and related expenses
• Personal accident
• Emergency evacuation
• Personal liability
• Loss, theft, or damage involving baggage and personal belongings

Each Client is responsible for confirming that their insurance policy provides sufficient protection for their personal circumstances, itinerary, and planned activities.

Health and Medical Requirements

Clients should advise Serval Tours and Travel of any medical condition, disability, dietary requirement, mobility limitation, or other special circumstance that could affect their participation in the safari.

The Company will make reasonable efforts to accommodate disclosed requirements where practical and possible.

Where a health or safety issue cannot reasonably be accommodated, the Company reserves the right to restrict or decline participation in a particular activity or arrangement.

Clients remain responsible for carrying all medication, medical equipment, or other personal medical supplies they may require throughout the journey.

Client Conduct

All Clients are required to comply with Kenyan laws, national park and conservancy regulations, accommodation rules, wildlife protection guidelines, and reasonable instructions issued by guides, drivers, tour leaders, or Company representatives.

The Company may terminate a Client’s participation in the safari where their conduct:

• Endangers other persons
• Breaches applicable laws or regulations
• Results in damage to property
• Seriously interferes with the operation of the safari; or
• Unreasonably interferes with the experience or safety of other travellers

Where participation is terminated for any of the above reasons, the Client shall not be entitled to a refund for unused services.

Wildlife and Safari Activities

Wildlife is unpredictable, and the Company cannot guarantee particular animal sightings or specific wildlife encounters.

Our guides and drivers will nevertheless use reasonable efforts and their professional knowledge to provide Clients with an enjoyable and worthwhile safari experience.

Clients acknowledge that wildlife viewing and safari activities involve inherent risks. All safety instructions and directions provided by the Company’s guides, drivers, and representatives must therefore be followed.

Accommodation and Transportation

Accommodation facilities, vehicle operators, and other providers used in connection with a safari may be independent third-party suppliers contracted by the Company.

Serval Tours and Travel will make reasonable efforts to select appropriate suppliers and arrange suitable services. However, the Company shall not be responsible for circumstances arising directly from the actions, omissions, or operational issues of independent suppliers that are beyond the Company’s reasonable control.

Descriptions, photographs, facilities, room categories, and other information relating to accommodation are provided in good faith. Actual facilities and services may vary depending on the property, room category, season, availability, or operational circumstances.

Limitation of Liability

To the extent permitted under applicable law, Serval Tours and Travel shall not be liable for losses, injuries, delays, or disruptions arising from circumstances beyond the Company’s reasonable control, including circumstances resulting from third-party service providers.

Such matters may include:

• Personal injury
• Illness
• Loss of life
• Damage to personal property
• Theft or loss of personal belongings
• Delays, cancellations, or disruptions caused by third parties

Where permitted by law, the Company’s liability relating to an individual service shall be limited to the amount paid by the Client for that particular service.

Nothing contained in these Terms and Conditions shall remove or limit any liability where such exclusion or limitation is prohibited under Kenyan law.

Complaints

Any complaint or concern arising during the safari should be brought to the immediate attention of the safari guide, tour leader, or Serval Tours and Travel representative.

Reporting an issue promptly gives the Company a reasonable opportunity to investigate the matter and, where possible, resolve it while the safari is still underway.

Where a complaint remains unresolved, it should be submitted to the Company in writing within 30 days following completion of the tour.

The Company will review the complaint and provide a reasonable response based on the circumstances and information available.

Photography and Marketing

Serval Tours and Travel may capture photographs or video footage during safaris and may use appropriate images or recordings for legitimate promotional and marketing purposes.

Any such material will be used in good faith for the promotion of the Company’s travel and safari services.

Clients who do not wish to appear in promotional photographs or videos should notify the Company in writing before the safari begins.

Data Protection and Privacy

Serval Tours and Travel collects and processes personal information only to the extent reasonably necessary to manage bookings, organise travel services, communicate with Clients, and fulfil its contractual responsibilities.

Client information shall be handled in accordance with applicable Kenyan data protection legislation and the Company’s applicable privacy practices.

Personal information will not be shared with unrelated third parties except where disclosure is necessary to arrange the contracted travel services, required by law, or authorised by the Client.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

Any dispute arising from or relating to these Terms and Conditions shall be dealt with in accordance with applicable Kenyan law and may fall under the jurisdiction of the competent courts of Kenya.

Acceptance of Terms

By making a reservation, submitting payment, or paying the required deposit, the Client confirms that they have read, understood, and accepted these Booking Terms and Conditions.

These Terms and Conditions shall therefore constitute part of the agreement between the Client and Serval Tours and Travel in relation to the travel services booked.