1.1 In these Conditions, “the Company”, “we” or “us” means Leo Africa Safaris, whose principal office is at Thika Road Mall, PO Box 10546 – 00100 Nairobi, Kenya.
1.2 These Booking Conditions, the Leo Africa Safaris brochure, information on our website and any acceptance of your booking by the Company on the sole basis of the contract between you and us. Your contract is governed exclusively by the laws of the Republic of Kenya and the Kenyan Courts shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the contract.
1.3 These Booking Conditions apply equally to you and to all persons named in your booking. When you make your booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these Booking Conditions.
2.1 A Leo Safaris booking can be made at our sales outlets or email or online or through your travel agent and must be accompanied by full payment. All featured hotels and services are subject to availability.
2.2 Payments can be made by cash, direct bank transfer and PayPal. Please take note that payments made with your credit card may incur surcharges.
2.3 A booking is accepted by us only if and when we confirm availability of the relevant accommodation and other services. Once full payment has been made for an accepted booking, we will issue you with your Leo Africa Safaris itinerary. No service vouchers are printed or required.
2.4 It is important to check your Leo Africa Safaris itinerary to make sure that all the details are exactly as you requested. In the event of any discrepancy, please contact us or your Travel Agent immediately as it may not be possible to make changes later.
2.5 Where you make a booking directly with us, communications will be sent to the email address you provided at the time of booking. Where a booking is made through a travel agent, communications with us must be via the travel agent.
2.6 When a booking is made through a travel agent, all monies paid by you to the travel agent are held by the travel agent as your agent, until such time as we have accepted your booking and thereafter the monies are held by the travel agent as our agent.
2.7 The lead person on the booking must be at least 21 years old.
3.1 We reserve the right to alter the prices of any of the hotels, excursions and other services shown on our website, in our brochures and other literature.
3.2 Before you make a booking we will give you the up-to-date price of your chosen Leo Africa Safaris package including the cost of any supplements, upgrades or additional facilities which you have requested.
3.3 Once you have paid for your booking in full, no additional charges will be incurred.
3.4 The price of any package includes only the items specified in your booking. Unless otherwise specified, it does not include items of a personal nature including, but not limited to, travel insurance, meals (other than breakfast), optional excursions, passport, visas, cots and food for infants, laundry, room service, minibar and hotel extras (including early/late check-in/check-out fees), hotel car parking (where applicable) or tips.
4.1 By You
4.1.1 If, after your contract with us has come into existence, you wish to change your booking in any way, we will endeavour to accommodate these changes but it may not always be possible to do so. All changes are subject to availability.
4.1.2 Any request for changes must be made in writing from the lead person on the booking or your Travel Agent. You will also be required to pay any increase in the cost of your booking as a result of your changes.
4.1.3 Certain travel arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
4.1.4 You, or any of your party, may cancel your travel arrangements at any time. Written notification from the lead person on the booking or your Travel Agent must be received at our offices or by email.
4.1.5 Since we incur administration costs in cancelling your travel arrangements you will be required to pay the applicable cancellation charge up to the maximum. Charges for cancellations are calculated from the date we receive your request or notification.
4.1.6 Certain travel arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements.
4.1.7 Visa charges are non-refundable under any circumstances, even when the visa application is rejected by the Kenyan immigration authorities.
4.1.8 If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurer.
4.1.9 Separate cancellation charges may be applicable for certain arrangements (e.g. tours and safaris) and during peak periods (e.g. public holidays, exhibitions and special events, Eid holidays, Christmas and New Year). You will be advised of these at the time of booking.
4.1.10 No refund will be made for any part of your booking that has not been utilized (e.g. breakfast, activities or other services).
4.1.11 Refunds claims should be requested within 30 days of completion of your trip. Refunds for credit card payments or large cash refunds may take up to 45 days.
4.2 By Us
Changes or cancellation
4.2.1 It is unlikely that we will need to make any alteration to your travel arrangements but sometimes circumstances change and alterations have to be made. We reserve the right to change your booking at any time.
4.2.2 If we make a major change we will advise the lead person on the booking or your Travel Agent as soon as reasonably possible. A major change is one that we make to your booking before your departure that affects an essential term of your contract. Examples of a major change include (but are not limited to) changes by us to:
(a) a change of accommodation to that of a lower official classification for the whole or a major part of your package, or
(b) a change to the overall length of your trip.
4.2.3 If we make a major change we will offer you the choice of the following options:
(a) accepting the changed arrangements, or
(b) accepting substitute arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or
(c) cancelling your booking and receiving a full refund of all monies paid to us for the booking.
4.2.4 You must tell us which one of the above choices you wish to make within 72 hours of being informed of the major change we are making. If we do not receive notification from you about your choice within 72 hours you are deemed to have accepted the option specified in 4.2.3(a).
4.2.5 We shall not be liable for any changes to or cancellation of your trip due to events beyond our control. Examples of events beyond our control include, but are not limited to war or threat of war, riot or civil disturbance, political unrest, terrorist activity or threatened terrorist activity, industrial disputes or threatened industrial disputes, strikes, fire, floods and other natural disasters, nuclear disasters, adverse weather conditions, acts of God, acts of government, closure of airports, failure of a carrier, a hotelier or other person to operate services for any reason.
5.1 Our obligation is to take reasonable skill and care in the performance of our contractual obligations, subject to and in accordance with these Booking Conditions.
5.2 The Company is not itself a provider of accommodation, flights or other activities nor does it control the third parties who provide such services in connection with your trip.
5.3 We do not accept liability for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from (i) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or (ii) the act(s) and/or omission(s) of a third-party not connected with the provision of your arrangements and which were unforeseeable or unavoidable; or (iii) events beyond our control (as defined in clause 4.2.5.
5.4 Except in the cases of death or injury, our liability is limited to a maximum of the booking price attributable to the person affected. This maximum applies where you prove that no benefit or enjoyment has been obtained. In all other circumstances, we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum.
5.5 Where properties are not featured in our brochures or other literature or on our website, we will not be liable for any claims that such properties booked at your express request do not satisfy your expectations.
5.6 Your booking may be serviced by carriers, providers of accommodation, car rental companies, catering and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Such booking conditions are available from us upon request.
5.7 Air travel is subject to various International Conventions that limit the liability of the carriers. International Conventions which may apply include, without limitation, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999. The carriage by air of passengers and their baggage is in addition subject to the Conditions of Carriage of the carrier concerned.
5.8 Save as set out above, and as is detailed elsewhere in these Booking Conditions, we shall have no legal liability whatsoever to you for any loss or damage.
6.1 You must ensure that you and all members of your party have valid passports, visas, certificates of vaccination and any other documents required to enter any country you are visiting, including transit stops, prior to your departure. We cannot accept responsibility for any failure to comply resulting in any costs or fines being incurred and we advise you to check with the appropriate passport office(s) or consulate(s) in question if you have any queries.
6.2 For your own protection, we strongly recommend that you and all members of your party have comprehensive travel and medical insurance for the full period of your trip. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.
6.3 If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, your behaviour or the behaviour of any member of your party is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause danger, damage, distress or upset, disturbance or annoyance to others or others’ property, we may terminate your travel arrangements without any liability on our part. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
6.4 It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertaken.
7.1 We are committed to offering our valued customers the highest standard of product and consistent service delivery. Should you have a complaint, kindly inform the local Leo Africa Safaris representative or the accommodation management immediately. If the problem is not resolved to your satisfaction any further complaint should be made to us, no later than 30 days after your return from your trip, in writing: Customer Experience, Leo Africa Safaris, P. O. Box 10546 – 00100 Nairobi, Kenya or by email: firstname.lastname@example.org. Please provide as much information as possible, including your Leo Safaris booking reference and dates where applicable.
7.2 If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint during your trip and this may affect your rights under this contract.
8.1 We value your feedback. If you would like to share feedback with us about your Leo Africa Safaris experience, you can do so by post or email. Please provide as much information as possible, including your Leo Africa Safaris booking reference and dates where applicable. You can write to us at Customer Experience, Leo Africa Safaris, P. O. Box 10546 – 00100 Nairobi, Kenya or by email: email@example.com.