Countryside Tours &
Travel
Terms and Conditions
1. Company and Contract
All bookings are made with Countryside Tours & Travel (“the Company”, “we”, “us”, “our”), a company registered in Kenya. Your contract is governed by Kenyan law. The Courts of Nairobi, Kenya, shall have exclusive jurisdiction over any disputes arising from or in connection with your booking.
All bookings must be made through an authorized representative of the Company. Communications regarding your holiday will be sent via the Company’s official email addresses.
2. Booking Your Trip
a. To secure a booking, complete and submit the Company’s booking form together with the required deposit as specified by your authorized representative. Cut-off dates for deposits and payments will be provided at the time of booking.
b. Receipt of deposit and booking form does not guarantee or confirm the booking. No booking is confirmed until the Company issues an official confirmation notice (including hotel confirmation numbers where applicable).
c. The Company reserves the right to refuse any booking without stating a reason and will refund any deposit paid in such cases.
d. Full payment is due at least 30 days before departure. If full payment is not received by the due date, the Company may cancel the booking and retain the deposit. The signatory on the booking form guarantees payment of the full amount. No reminders will be sent.
e. Bookings made within 30 days of departure require full payment at the time of booking.
f. Special requests (e.g., dietary requirements, room preferences) must be noted on the booking form. While we will endeavor to accommodate them, they are not guaranteed unless confirmed in writing.
g. The Company will provide services as set out in the written confirmation.
3. Pricing and Price Policy
a. Prices are quoted per person unless otherwise stated and exclude items and any optional activities not specified.
b. The Company is not obliged to provide a breakdown of costs.
c. We reserve the right to adjust prices before confirmation if costs change.
d. After issuance of the Confirmation Invoice, prices are subject to surcharges only in limited circumstances (e.g., variations in transportation/fuel costs, airfares, taxes/fees, exchange rates, or government-imposed increases).
e. If a surcharge increases the holiday price by 10% or more, you may cancel within 14 days of the revised invoice and receive a full refund of payments made (less any non-recoverable costs already incurred).
f. To lock in the quoted price, pay in full within 7 days of the Confirmation Invoice date. Prices will not be reduced if costs decrease after full payment.
g. Published prices may change without notice due to unforeseen circumstances (e.g., airline or hotel rate increases).
4. Payment Methods
We accept major credit cards (Visa, MasterCard, American Express, etc.). Full payment by credit card is required where applicable. All bank/transfer fees are borne by the client. Personal cheques and foreign cheques are not accepted. Bank drafts may be accepted if drawn on a clearing bank; otherwise, charges apply. We also allow use of payment link options.
5. Confirmation
Upon full payment (or deposit where applicable), we will issue a confirmation email/invoice. Print this as proof for service providers. Ensure all details (names, dates, requirements) are correct at booking.
6. Cancellation and Changes by You
You may cancel at any time by written notice (email accepted on working days only; Sunday cancellations take effect the next working day). Cancellation charges are as follows:
- 30 days or more before departure:50% of deposit
- 15–30 days:100% of deposit
- 8–15 days:80% of total tour cost
- 1–7 days:100% of total tour cost
* For Christmas/New Year period (20 December – 5 January), payments are non-refundable.
If you cancel after commencement, refunds (if any) are limited to amounts recoverable from hotels/contractors. No refunds for unused accommodation, transport, meals, etc. No-shows receive no refund or rescheduling.
7. Changes and Cancellation by the Company
a. We may make changes to your itinerary at any time. Minor changes do not entitle compensation.
b. Major changes allow you to: (i) accept the change, (ii) take an alternative holiday of similar value, or (iii) cancel with full refund (less non-recoverable costs).
c. We may cancel your holiday at any time (even after confirmation). In such cases, we refund payments in full; no further compensation is payable.
d. No liability or compensation for changes/cancellations due to force majeure (e.g., Acts of God, war, terrorism, pandemics, natural disasters, or events beyond our control).
e. We reserve the right to refuse participation to any person if they may endanger the health, safety, or enjoyment of others. Liability is limited to refund of monies paid less services used and administrative fees.
8. Itinerary Amendments
Itineraries are subject to change due to weather, road conditions, airline schedules, park regulations, or other factors. Minor amendments may be made without refund.
9. Accommodation
Accommodation is subject to availability. If preferred hotels are unavailable, we will provide comparable alternatives. Check-in/check-out times are per hotel policy.
10. Travel Insurance
Adequate travel insurance (covering medical emergencies, cancellation, curtailment, baggage loss, activities, etc.) is mandatory. The Company is not liable for losses not covered by insurance.
11. Travel Documents
It is your responsibility to obtain and carry valid passports, visas, vaccinations, and other documents. No refunds for denied entry or issues due to missing/invalid documents.
12. Liability and Limitations
The Company acts as an intermediary for suppliers. We are not liable for acts/omissions of third parties, personal injury, illness, loss/damage to property, or delays. Liability is limited to the amount paid to the Company. Transportation is subject to carriers’ conditions. Clients participate at their own risk, especially in wildlife areas.
13. Complaints
Any complaints must be reported immediately to our representative on tour and notified to us in writing within 14 days of return for investigation.
14. Governing Law
These terms are governed by the laws of Kenya. Disputes shall be subject to the exclusive jurisdiction of Kenyan courts.
15. Acceptance
By making a booking (or paying any deposit), you confirm you have read, understood, and agree to these Terms and Conditions on behalf of all persons in your party.
Thank you for choosing Countryside Tours & Travel. We look forward to creating unforgettable experiences for you!
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