Effective date: 3 October 2026
Last reviewed: 3 October 2026
This Cancellation and Refund Policy explains how Esperanza Tourism handles traveller cancellations, date changes, booking reductions, no-shows, supplier charges, travel credits and approved refunds. It should be read together with our Terms and Conditions, your quotation, invoice, confirmed itinerary and any supplier-specific condition disclosed before payment.
1. Why cancellation charges may apply
Safari bookings commonly require advance commitments to lodges, camps, airlines, conservancies, park services, vehicles and activity providers. Some of those payments become non-refundable well before the travel date. Cancellation charges are intended to reflect those commitments and the timing of cancellation rather than create a penalty unrelated to the booking.
2. How to cancel
A cancellation must be sent in writing to info@esperanzatourism.co.ke, through our Contact Us page or through another official Esperanza Tourism communication channel. Include the booking reference, lead traveller name, travel dates and the travellers or services being cancelled.
The effective cancellation date is the date we receive the written cancellation request. A conversation with a hotel, guide or other supplier does not by itself cancel the booking unless Esperanza Tourism confirms the cancellation in writing.
3. Standard cancellation schedule
Unless the confirmed quotation, invoice, promotional condition or disclosed supplier term states a different cancellation rule, the following standard charges apply to the value of the services being cancelled:
- 61 days or more before departure: 20% of the cancelled booking value.
- 31 to 60 days before departure: 40% of the cancelled booking value.
- 15 to 30 days before departure: 70% of the cancelled booking value.
- 14 days or less before departure: 100% of the cancelled booking value.
- No-show or cancellation after travel has started: 100% of the affected unused services unless a supplier agrees to a refund or credit.
If a supplier has a stricter non-refundable condition that was disclosed before confirmation, that condition may apply to the affected service. Any mandatory consumer right under applicable law continues to apply.
4. Deposits
A booking deposit may become partly or fully non-refundable once Esperanza Tourism has committed funds to suppliers. Where the standard cancellation charge is lower than the actual non-refundable supplier commitment attached to an affected service, we will explain the supplier commitment and any amount that can still be recovered.
5. Date changes and postponements
A request to change travel dates is treated as an amendment rather than an automatic cancellation. We will ask suppliers whether the booking can be moved. A new date may involve rate differences, amendment fees, seasonal supplements or loss of non-refundable services.
Where suppliers permit a credit or postponement, the credit may be subject to an expiry date, blackout dates, availability and future rate differences.
6. Reduction in traveller numbers
If one or more travellers withdraw while the rest of the booking continues, the total price per remaining traveller may change because vehicle, room, guide and other shared costs are spread across fewer people. The withdrawing traveller may also be subject to the cancellation schedule and supplier-specific charges.
7. Rooming changes
Changes from double or twin occupancy to single occupancy, or other rooming changes caused by a cancellation, may result in a single-room supplement or revised accommodation rate for the remaining traveller.
8. Flights and air services
Scheduled, charter and domestic flights are subject to airline fare rules. Some air tickets are non-refundable or permit only limited changes. Airline cancellation or amendment rules will apply to the flight portion where they were disclosed as part of the booking.
9. Park, conservancy and activity fees
Protected-area fees, permits and activity charges may be non-refundable once paid or may have separate change rules. Refundability depends on the relevant authority or operator and the date on which the request is made.
10. No-shows and late arrival
No refunds are normally available for a no-show, missed transfer, missed flight, late arrival or unused service caused by the traveller where the supplier remains entitled to payment. We will nevertheless assist with reasonable rebooking where possible, with additional costs payable by the traveller unless the cause is one for which Esperanza Tourism is legally responsible.
11. Unused services after departure
Voluntarily skipping a confirmed meal, activity, transfer, accommodation night or other service after travel begins does not normally create a refund entitlement because the service has already been reserved and paid for. If a supplier voluntarily refunds an unused service, we will pass on the recoverable amount after any legitimate supplier or transaction deductions.
12. Cancellation by Esperanza Tourism before departure
If Esperanza Tourism must cancel a material part of a confirmed trip for reasons within our control and cannot provide a reasonable alternative, the traveller will be entitled to an appropriate refund of the affected service, subject to applicable law.
If cancellation results from an event outside reasonable control, we will work with suppliers to seek postponement, credit, substitution or refund options and will pass on recoverable amounts to the traveller.
13. Significant supplier changes
If a confirmed lodge, flight or other major service is withdrawn by a supplier, we will try to arrange a comparable replacement. If the traveller reasonably declines a materially different replacement, the refund or credit for the affected service will depend on supplier recoveries and applicable consumer rights.
14. Force majeure
Extreme weather, flooding, fire, epidemic, government restriction, civil disturbance, strike, road closure, park closure, border closure and major transport disruption may prevent travel without fault by either party. In such cases, cash refunds can depend on what Esperanza Tourism is able to recover from suppliers, but this policy does not remove any mandatory legal right.
15. Travel insurance and cancellation cover
Travellers are strongly encouraged to obtain comprehensive insurance as soon as the booking is confirmed. Cancellation insurance may cover certain medical, family, employment or other insured events that are outside the control of Esperanza Tourism.
16. Refund calculation
Where a refund is due, the calculation may take into account the amount received, the applicable cancellation charge, supplier refunds or non-refundable amounts, authorised amendment costs and legitimate payment-provider charges where permitted by law.
17. Refund processing time
After the refundable amount has been confirmed and any necessary supplier reconciliation completed, Esperanza Tourism will initiate the approved refund as soon as reasonably practicable, normally within 14 business days. Banks, card providers, mobile money operators and international payment intermediaries may require additional time to credit the traveller's account.
18. Refund method
Where practical, a refund will be returned through the original payment method. If that is not possible, we may request verified banking or payment details from the person who made the payment. Never send passwords, PINs or full payment-card details by email or WhatsApp.
19. Exchange-rate differences
If the original payment involved currency conversion, the amount received after refund may differ because exchange rates and payment-provider charges can change. Esperanza Tourism refunds the amount due in the applicable booking or settlement currency and cannot guarantee the original exchange rate.
20. Duplicate or mistaken payments
If you believe you made a duplicate payment or paid an incorrect amount, contact us promptly with the payment reference. Once verified, an amount received in error will be corrected or refunded without applying ordinary traveller cancellation charges to the mistaken duplicate amount.
21. Chargebacks and payment disputes
Please contact Esperanza Tourism first if you believe a payment or refund is incorrect so that we can investigate. Nothing in this policy removes a lawful right to dispute a payment through a bank or payment provider. We may provide the relevant quotation, invoice, acceptance, booking confirmation and service records when responding to a payment dispute.
22. Consumer rights
Nothing in this policy removes a cancellation, refund or other consumer right that cannot lawfully be excluded. Kenya's Consumer Protection Act contains protections relating to consumer agreements and refunds in specified circumstances. Official legislation is available through Kenya Law.
23. Requesting a refund review
Send the booking reference, lead traveller name, affected services and reason for the request to info@esperanzatourism.co.ke or use our Contact Us page. We may request supporting information where reasonably necessary to assess the request.
24. Policy updates
We may update this policy for future bookings. The policy applicable to an already confirmed booking is normally the version accepted when the booking was confirmed, together with the specific quotation, invoice and supplier conditions, unless mandatory law requires otherwise.