Refund, Return & Cancellation Policy

This policy applies to all clients who book through the official website or mobile application of Malindi Tours & Travel.

By making a booking, the client agrees to all the terms outlined in this Refund, Return & Cancellation Policy.

All communication regarding cancellations and refunds must be sent in writing to info@malinditours.co.ke.

Requests made via phone or in-person must be followed by an official email to be considered valid.

Refunds are only issued to the original payment source used during the booking.

Malindi Tours & Travel is a legally registered company in Kenya and operates under Kenyan laws.

Bookings are non-transferable unless the client submits an official name change request.

All refund and cancellation requests are reviewed on a case-by-case basis.

Refund requests must be submitted within 7 days of the cancellation date.

Refund processing timelines are 14–30 working days, depending on the service provider’s involvement. CANCELLATIONS –

Cancellations made more than 30 days before the travel date qualify for a 90% refund.

Cancellations between 15–29 days before travel qualify for a 70% refund.

Cancellations made 7–14 days before travel qualify for a 50% refund.

Cancellations made less than 7 days before travel are non-refundable.

Same-day cancellations or no-shows are not eligible for any refund.

Cancellation must be acknowledged in writing by Malindi Tours & Travel for it to take effect.

Force majeure cancellations (e.g., natural disasters, strikes) may be considered for a refund.

Clients who cancel due to illness must provide an official medical letter to be considered for partial refunds.

Cancellation charges will always apply based on third-party service policies.

Refunds are not granted for dissatisfaction due to personal preferences. CANCELLATIONS –

Cancellations made more than 14 days before check-in are eligible for a full refund minus admin charges.

Cancellations made 7–13 days before check-in qualify for a 50% refund.

Cancellations made less than 7 days before check-in are non-refundable.

Clients who do not check-in on the reserved date are marked as “no-shows” and forfeit the booking.

Refunds will not be issued for early check-out without a valid, documented reason.

Accommodation refunds depend on the policies of the hotel, lodge, or partner accommodation.

Accommodation providers may have additional cancellation penalties which override this policy.

Peak season and holiday bookings may be completely non-refundable.

Refund requests related to accommodation dissatisfaction must be reported within 24 hours of check-in.

Clients must check-in within the scheduled time or risk forfeiting their room without refund.

Date changes must be made at least 10 days before travel and are subject to availability.

Destination changes may incur extra costs, and any balance must be paid before the new booking is confirmed.

Name change requests must be made at least 3 days before departure and may attract a KES 500 handling fee.

Changes to the number of travelers in a booking may result in price adjustment.

Last-minute changes (less than 48 hours before travel) may be treated as cancellations.

Partial usage of a package (e.g., skipping an activity) does not qualify for a refund.

Add-on services (e.g., excursions) must be cancelled separately and follow their own cancellation rules.

Refunds for partial changes are only given if the service hasn’t yet been activated or confirmed.

In the case of overbooked services, Malindi Tours & Travel will offer a similar or upgraded alternative.

If a client declines a substitute option for a service, a refund will be issued where appropriate.

All payments must be made through approved channels: Mpesa, bank transfer, or card payments.

Refunds will be made only to the same method used to pay for the booking.

Refunds via bank transfer will require valid account details and proof of identity.

Refunds are subject to transaction fees or currency conversion losses (if applicable).

Refund processing begins only after formal approval from Malindi Tours & Travel.

In cases of shared bookings, refunds are made to the main account holder only.

We reserve the right to delay refunds if there is an investigation or dispute in progress.

Refund receipts will be issued for transparency once the process is complete.

Refund values are calculated based on the paid amount, minus applicable charges.

If payment was made in installments, refunds will be proportional to the amount paid at cancellation time.

Bookings made through our website or mobile app are treated equally under this policy.

Clients must provide accurate name, email, phone, nationality, residency status, and number of travelers.

Bookings are confirmed only after full or partial payment and system acknowledgment.

SMS and email confirmations are automated and must be verified by the client.

Clients are responsible for checking the accuracy of the booking confirmation sent to their email.

Inaccurate information provided at booking may result in booking denial or loss of refund eligibility.

Mobile app users must ensure the app is updated to access cancellation and change options.

All system-generated messages are official unless otherwise stated.

The client is responsible for monitoring their phone/email for travel updates and alerts.

Failure to receive a confirmation does not invalidate the terms of the booking.

By using our platform, clients consent to receive transactional and promotional communications.

Marketing emails may include deals, promotions, loyalty offers, and surveys.

Clients may opt out of marketing communications by emailing info@malinditours.co.ke or clicking “unsubscribe.”

Personal data is handled under the Data Protection Act, 2019 (Kenya).

We do not sell or share your contact details with third-party marketers.

Client data is used strictly for booking, feedback, and business improvement purposes.

Booking data may be anonymized and used for analytics and customer behavior insights.

Mobile app notifications can be controlled through phone settings.

We maintain strict security protocols to protect client data.

Clients are advised to keep their passwords and account details confidential.

Complaints must be submitted in writing to info@malinditours.co.ke within 7 days of travel completion.

Disputes are reviewed fairly and resolved within 5–14 working days.

In case of unresolved issues, the dispute may be escalated to the Kenya Tourism Regulatory Authority.

Malindi Tours & Travel’s liability is limited to the value of the service booked.

We are not liable for delays, injuries, loss, or cancellations beyond our control.

Insurance is the responsibility of the client and is highly recommended.

Clients are responsible for visa applications, travel documents, and personal preparedness.

Malindi Tours & Travel does not take responsibility for weather-related changes to plans.

We are not responsible for acts of third-party providers, including airlines and hotels.

Clients must follow safety instructions from guides, transport, and hotel providers.

Refunds are not issued for dissatisfaction due to food, culture, or travel fatigue.

“Book now, pay later” deals are subject to pre-agreed timelines; failure to pay cancels the booking.

Gift cards and vouchers are non-refundable and non-transferable.

Travel credits issued due to cancellation must be used within 12 months.

Unused activities during a tour are not refundable.

Custom packages require at least 25% non-refundable commitment fee.

Booking errors made by the client are not grounds for refund unless corrected early.

Promotional codes and loyalty rewards cannot be redeemed for cash.

Incomplete bookings not confirmed by payment are auto-cancelled in 48 hours.

Last-minute discounts do not apply to previously confirmed bookings.

In case of technical failure of the booking system, clients must report the issue within 24 hours.

If a payment fails but reflects on the client’s end, they must share the transaction reference for confirmation.

Overpayments due to duplicate transactions are refunded in full within 7 working days.

System errors will not override refund policies unless acknowledged by Malindi Tours & Travel.

Downtime or service disruptions will be communicated via our website or app.

Malindi Tours & Travel reserves the right to modify or terminate this policy at any time.

All updates to this policy will be published on our official website and app.

Clients are encouraged to read this policy before confirming any booking.

Continuing with payment indicates full agreement with the terms in this policy.

This policy applies to both Kenyan residents and international travelers equally.

Any waiver of this policy must be in writing and signed by an authorized representative.

This policy was last updated on [Insert Date].

For further clarification, clients may contact our office via phone or email for guidance.