Refund Policy

Effective Date: Feb 2026

At Zuri Trails, we understand that travel plans can change due to unexpected circumstances. We are committed to handling cancellations and refunds fairly while recognizing that many travel arrangements involve advance payments to hotels, national parks, airlines, and other service providers. This Refund Policy explains how we manage cancellations, postponements, and refunds for tours and travel services booked with Zuri Trails. It is based on industry best practices and adapted to the way Zuri Trails operates.

Our Commitment

We believe that every cancellation request deserves personal attention rather than an automated response. If your travel plans change, we encourage you to contact us as soon as possible. In many cases, postponing your trip may be a better option than cancelling it altogether.

Our team will always work with our accommodation partners, transport providers, and other suppliers to recover as much of your payment as possible.

Deposits

To confirm a booking, Zuri Trails requires a deposit or advance payment as specified in your quotation.

Unless otherwise stated in your booking confirmation:

• Deposits are generally non-refundable.
• Deposits may be transferred to a future booking where circumstances allow.
• Any transferred booking credit must be used within 24 months from the original travel date unless otherwise agreed in writing.

Cancellation by the Client

All cancellation requests must be submitted in writing by email or through your assigned travel consultant.

The amount refunded depends on the date we receive your cancellation request.

Cancellation Before Departure	Refund Eligibility
More than 90 days	90% refund (10% administrative fee applies)
60–89 days	70% refund
30–59 days	40% refund
15–29 days	20% refund
Less than 15 days	No refund
No-show	No refund

Please note that if hotels, airlines, national parks, or other suppliers impose higher non-refundable charges than those listed above, the additional costs will be deducted from your refund. Any applicable bank transfer or payment processing fees are also non-refundable.

Special Bookings

Certain travel arrangements have stricter cancellation conditions due to supplier policies.

These may include:

• Luxury lodges
• Peak season bookings
• Internal or international flights
• Gorilla trekking permits
• Mt. Kenya climbing permits
• Zanzibar resorts
• Special event packages

If supplier-specific cancellation policies apply, we will communicate them during the booking process, and they will take precedence over this Refund Policy.

Park Fees and Government Charges

The relevant authorities set the refund policies for national park fees, conservation fees, permits, and government taxes.

Where refunds are available from these authorities, Zuri Trails will process and pass the recovered amount to you after receiving the funds.

Postponing Your Trip

If you cannot travel on your scheduled dates, we encourage you to postpone rather than cancel.

Where suppliers allow, we will:

• Transfer your booking to new travel dates.
• Apply your payments toward a future trip.
• Minimize or avoid cancellation penalties whenever possible.

Please note that if government fees, park charges, accommodation rates, or transportation costs increase before your new travel dates, you may be required to pay the difference.

Cancellation by Zuri Trails

In the unlikely event that Zuri Trails cancels your tour due to reasons within our control, you may choose one of the following options:

• A full refund of all payments made to Zuri Trails.
• Rescheduling your trip to a future available date.
• Applying your payment as travel credit toward another Zuri Trails package.

Our liability is limited to the amount you have paid directly to Zuri Trails. We are not responsible for additional expenses such as airline tickets booked separately, visas, vaccinations, travel insurance, or personal purchases.

Force Majeure

Zuri Trails shall not be held responsible for cancellations or interruptions caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Floods
• Earthquakes
• Wildfires
• Epidemics or pandemics
• Government travel restrictions
• Political unrest
• Civil disturbances
• Terrorism
• Airline strikes
• Border closures
• Severe weather conditions

In such situations, we will make every reasonable effort to reschedule your trip or recover refundable amounts from suppliers.

Flights

Flights booked through or on behalf of Zuri Trails are subject to the cancellation and refund policies of the respective airline.

Many promotional and discounted airline tickets are non-refundable.

Where airline refunds are approved, they will be processed after the airline has returned the funds to us.

Accommodation

Accommodation providers maintain their cancellation policies.

If hotels, lodges, or camps impose cancellation penalties, they will deduct these charges from any refund due.

We always work with our accommodation partners to negotiate the highest possible refund on your behalf.

Activities and Excursions

Some activities require advance payment to third-party operators and may not be refundable.

Examples include:

• Balloon safaris
• Diving excursions
• Cultural experiences
• Boat cruises
• Special permits
• Private charter flights

Any applicable cancellation terms will be communicated before your booking is confirmed.

Travel Insurance

We strongly recommend that every traveler purchases comprehensive travel insurance before departure.

Your policy should ideally cover:

• Trip cancellation
• Trip interruption
• Medical emergencies
• Emergency evacuation
• Lost baggage
• Flight delays
• Personal liability

Travel insurance may reimburse expenses that cannot be refunded under this Refund Policy.

Refund Processing

Once a refund has been approved:

• Refunds are processed using the original payment method wherever possible.
• Processing normally takes 7–21 business days, depending on your payment provider or financial institution.
• International bank transfers may take additional time.
• Bank charges, exchange rate differences, and payment gateway fees may be deducted where applicable.

How to Request a Refund

To request a cancellation or refund, please contact us with:

• Your booking reference
• Full name
• Travel dates
• Reason for cancellation
• Supporting documentation (where applicable)

Our team will review your request and respond as soon as reasonably possible.

Contact Us

If you have any questions regarding this Refund Policy or wish to request a cancellation, please contact:

Zuri Trails

Website: www.zuritrails.com

Email: info@zuritrails.com

Phone: +254 797 565 434

Office Address: Nairobi, Kenya