Booking Terms, Cancellation & Refund Policy

Welcome to Shikisha Tours and Travel. Our booking terms, cancellation & refund policy are designed to provide transparency and peace of mind when booking your holiday or tour package.

1. Definitions

In this Policy:

• “Company” refers to Shikisha Tours and Travel Limited, also known as “we,” “us,” or “our.”
• “Customer” refers to any individual or entity using our services.
• “Services” refers to all travel and tourism-related services the Company offers, including company tour packages, transport, accommodation and flights.
• “Website” refers to https://shikishatoursandtravels.co.ke.

2. Reservation and Payment Process

We encourage our customers to thoroughly research and select the tour package or service that best meets their interests and needs. Once an option is selected, reservations can be made via phone, email, or our website form.

To complete a reservation, we will request:

• Your full name and contact details (email and phone number)
• Details of the package selected (travel dates, room type, transport mode, etc.)

To confirm a booking:

• A 35% deposit of the total tour package is required when booking.
• Full payment may be required if the departure date is near.
• Customers who deposit must clear the balance at least 14 days before departure.

Flight Payments:

• All flight bookings must be paid in full at the time of reservation.
• All flight bookings are governed by airline-specific fare rules (cancellation, void, change, etc.).

Card Surcharge Notice (exclusive of VAT):

• Visa / Mastercard: 3.5%
• AMEX: 3.9%
• Mobile Money: 1%

A reservation confirmation will be sent upon payment.

3. Cancellation & Amendments

3.1 Cancellation by the Company

• Any necessary changes will be communicated promptly.
• In case of significant changes, you may accept the change, rebook, or cancel.
• No compensation is provided for minor changes or circumstances arising from Force Majeure.
• If the Company cancels, your deposit will be refunded in full.
• We reserve the right to refuse participation where safety concerns arise.

3.2 Cancellation by You

All cancellations must be submitted in writing.

• 45 days before departure: 10% fee
• 15 days before departure: 25% fee
• 7 days before departure: 50% fee
• Within 24 hours of departure: No refund

3.3 Amendments on Itinerary

• One itinerary amendment is free (the client covers any third-party costs).
• Further changes are subject to a US$30 administration fee per amendment.

4. Refund Policy

For refund requests, please contact: info@shikishatoursandtravels.co.ke.

Refunds are calculated based on our cancellation policy and are typically processed within 7–14 working hours.

5. Travel Documents

It is the traveller’s responsibility to ensure they carry all required travel documents, including:

• Valid passport (minimum 6 months validity)
• Visa(s), if required
• Travel insurance (strongly recommended)
• Health documentation (e.g., COVID-19 certificates, vaccination proof where required)
• Flight tickets and, where applicable, a valid driver’s licence

6. Health and Safety Standards

We strive to uphold high health and safety standards, including:

• Safe transport using licensed, inspected vehicles with seatbelts
• Accommodation that complies with fire and safety regulations
• Hygienic food preparation practices
• Trained staff for basic emergency response
• Provision of pre-travel health and safety tips where applicable

7. Liability and Responsibilities

The Company commits to providing legal and safe services in accordance with our booking terms. However, we are not liable for:

• Personal injuries, illness, property loss or damage, or travel incidents
• Delays, cancellations, or changes beyond our control
• Additional costs arising from customer-initiated changes

Travel insurance is strongly advised.

8. Special Requirements

• Age limits may apply to specific activities or excursions.
• Any health conditions should be disclosed as early as possible.
• Travel insurance is required for international clients.
• The customer is responsible for ensuring all travel documents are valid.
• Dietary needs and restrictions must be communicated in advance.
• We may amend itineraries where necessary due to operational reasons.

9. Customer Code of Conduct

All customers are expected to:

• Respect local cultures, laws, and environments
• Act in a safe and considerate manner
• Treat fellow travellers, staff, and partners with respect

A breach of this code of conduct may result in removal from activities or the tour without refund, where deemed necessary.

10. Third-Party Services

We may offer services, content, or links provided by third parties. While we aim to collaborate with reputable partners, we are not responsible for the content, policies, or actions of third-party providers.

11. Cookies

Our website uses cookies for analytics, performance, and user experience personalisation. Use of the Website implies consent to our use of cookies.

For more information, please refer to our Cookie Policy (where available).

12. Intellectual Property & Restrictions

We own or license all content, branding, and trademarks on our Website. Users may not copy, reproduce, or modify site content without prior written permission.

You may not:

• Resell or commercially exploit our Website or services
• Reverse engineer any part of the platform
• Remove or obscure any copyright, trademark, or ownership notices

13. Termination

We may suspend or terminate access to our Website or services at any time where necessary, including cases of misuse or breach of these terms.

Users may terminate their use by discontinuing access to the Website and, where applicable, deleting their account.

14. No Warranties & Limitation of Liability

Our Website and its content are provided on an “as is” and “as available” basis, without any warranties of any kind, express or implied.

We are not responsible for:

• Website downtime or technical interruptions
• Inaccurate, incomplete, or outdated content
• Harmful components, data loss, or security incidents beyond our reasonable control

To the fullest extent permitted by law, our total liability is limited to the total amount you have paid directly to us for the relevant service.

15. Amendments

We may update these Booking Terms, Cancellation & Refund Policy from time to time. Material changes will be communicated with at least 30 days’ notice, where practicable.

Continued use of our Website or services after changes are published constitutes acceptance of the updated terms.

16. Contact Us

For questions or concerns regarding these terms, please contact:
Email: info@shikishatoursandtravels.co.ke