Refund and Cancellation Policy
Ellis African Safaris creates and operates tailor-made safaris, local excursions and tour itineraries throughout Kenya, using our vehicles and reliable local tour operators and lodges during the process. This policy explains deposits, cancellations, rebookings and refunds after a booking has been confirmed.
1. Confirming Your Booking
A booking becomes a binding agreement between you and Ellis African Safaris only after it has been confirmed in writing, either through an official invoice or payment link. To secure your dates, a non-refundable deposit of 50% of the total tour cost is due at confirmation, with the balance payable ahead of departure as agreed in your itinerary. Bookings unpaid past the agreed deadline may be released and treated as cancelled, at which point standard cancellation charges apply. Minor variations may apply depending on the itinerary and destination.
2. If You Need to Cancel
Cancellation must be submitted in writing (email is acceptable). Refund conditions:
• More than 48 hours before scheduled departure: the entire payment will be refunded, less 7% processing fees.
• Within 48 hours: 50% of the total cost is forfeited to cover costs incurred to reserve bookings.
• Within 24 hours, no-show, or leaving early after the tour has started: no refund is issued.
• Incorrect contact details, pickup point, or personal information that results in cancellation or delay is non-refundable.
Where a domestic or international flight forms part of your package, airline changes, delays or cancellations are governed by the operating airline's conditions and related charges are the client's responsibility.
3. If We Need to Cancel or Change a Tour
If a confirmed tour is cancelled due to low numbers, safety concerns, road closures, bad weather or similar operational problems, you will be offered a replacement itinerary of equal value or a full refund of payments.
Ellis African Safaris may change routes, vehicles and timing due to matters beyond our control and may disallow or remove a participant from a tour. Where appropriate, a fair and reasonable refund may be given for the unused portion. If a tour already underway must be discontinued because of force majeure, such as severe weather, civil unrest or government regulations, compensation or reimbursement for related expenses may not be available, but Ellis African Safaris will do its utmost to assist with alternatives.
4. Rescheduling
Requests to change dates with less than 24 hours' notice cannot be accommodated because resources may already be allocated to the original slot.
5. Special Circumstances
For refund requests related to illness, death or an airline change, supporting documents such as medical certificates, death certificates or airline letters may be requested. Approval depends on the terms of the relevant park, airport, airline and other suppliers.
6. Liability and Third-Party Services
Ellis African Safaris arranges vehicles, accommodation, park entries and guiding services, including through subcontracted operators of equivalent standard. While we carefully select partners, we cannot be held liable for injury, illness, loss or damage arising from third-party services, luggage or personal belongings. Disputes are subject to the jurisdiction of the Kenyan courts.
7. Travel Insurance
Travel insurance covering trip cancellation, medical emergencies and loss is recommended before travel.
8. Requesting a Refund
To cancel, delay your trip or request a refund, email the booking department with your booking ID and reason for cancellation. Requests will be reviewed and the outcome communicated to the client.