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Refund and Returns Policy

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Refund and Returns Policy

Last Updated: October 26, 2023

1. Introduction

Thank you for choosing Mtalii Bushcamps for your adventure. We understand that plans can change, and we have developed this Refund and Returns Policy to clearly outline the terms and conditions governing cancellations, refunds, and changes to your booking. This policy is designed to be fair to our customers while allowing us to manage the significant operational commitments we make in advance of your safari.

This policy is formulated in accordance with the Consumer Protection Act of Kenya.

2. Booking Deposits and Final Payment

  • Deposit: A non-refundable deposit of 30% is required to confirm your booking.
  • Final Payment: The remaining balance must be settled no later than 60 days before the scheduled start date of your safari. If the final payment is not received by this deadline, Mtalii Bushcamps reserves the right to treat the booking as canceled by you.

3. Cancellation by the Customer
If you wish to cancel your booking, you must notify us in writing via email. The following cancellation charges will apply, calculated from the date we receive your written notification:

  • More than 60 days before departure: Loss of deposit (30%).
  • Between 59 and 30 days before departure: 50% of the total booking cost.
  • Between 29 and 15 days before departure: 75% of the total booking cost.
  • Less than 14 days before departure or No-Show: 100% of the total booking cost.

Note: We strongly recommend that all customers purchase comprehensive travel insurance that includes cancellation coverage for unforeseen circumstances.

4. Refunds

  • Process: Any refunds due will be processed to the original method of payment used at the time of booking.
  • Timeline: Please allow up to 30 business days for the refund to be credited to your account, depending on your financial institution’s processing times.
  • Currency: All refunds will be issued in Kenya Shillings (KES). Mtalii Bushcamps is not responsible for any fluctuations in exchange rates or associated bank fees.

5. Cancellation or Modification by Mtalii Bushcamps

  • Force Majeure: We will not be liable for any failure to perform our obligations due to events beyond our reasonable control (Force Majeure), including but not limited to acts of government, war, civil unrest, terrorism, natural disasters, extreme weather conditions, or pandemics. In such cases:
    • We will offer to reschedule your booking to a future date.
    • If rescheduling is not possible, you will receive a full credit note for all monies paid, valid for 24 months.
    • Refunds in cash will be provided minus any non-recoverable costs incurred by us on your behalf.
  • Other Cancellations: In the rare event that Mtalii Bushcamps must cancel a safari for any other reason (e.g., failure to meet minimum group size), you will be offered the choice of a full monetary refund or an alternative safari date.

6. Changes by the Customer
We will make every effort to accommodate changes to your booking, subject to availability.

  • Name Changes: If you are unable to travel, you may transfer your booking to another person, provided we are notified at least 30 days before departure. An administrative fee of KES 2,500 will apply.
  • Date Changes: Requests to change your safari dates received more than 60 days before departure will be accommodated free of charge, subject to availability. Changes requested within 60 days of departure will be treated as a cancellation and the standard cancellation policy will apply.

7. Unused Services
No refunds will be given for any unused portions of the safari, including but not limited to accommodation, meals, or activities, whether due to the client’s voluntary absence, early departure, or for any other reason.

8. Customer Responsibilities and Complaints
If any service provided does not meet the agreed standard, you must inform the head guide or our operations manager immediately during the safari to allow us the opportunity to rectify the situation. Failure to notify us at the time may affect any subsequent claim.

9. Contact Us
If you have any questions about this Returns and Refunds Policy, please contact us at:

Mtalii Bushcamps
Email: accounts@mtaliibushcamps.co.ke
Phone: +254 (0) 7XX XXX XXX
Address: [Your Physical Address, Nanyuki, Kenya]

This policy is subject to change without prior notice. The policy valid at the time of your booking confirmation will apply.

Mtalii Bush Camps