Travel with Confidence. Understand Your Options.
A clear and transparent guide to cancellations, refunds, booking changes and travel credits at Kili Trails Tours & Safaris Ltd.
Effective Date: 12 September 2026
Last Updated: 12 September 2026
Clear Terms. Fair Treatment. Better Peace of Mind.
At Kili Trails Tours & Safaris Ltd, we understand that travel plans can change. We also understand that booking a safari or holiday represents a significant investment of your time and money. Our goal is therefore to provide a refund and cancellation process that is fair, transparent, practical and easy to understand.
This Refund & Cancellation Policy explains what happens when a client cancels a booking, requests a change, or when Kili Trails or one of our travel partners is unable to provide an agreed service.
This Policy forms part of our Terms of Service and applies to bookings made directly with Kili Trails unless different written terms have been expressly agreed for a particular booking.
At a Glance
Cancellation
Understand how cancellation timing may affect your refund.
Supplier Costs
Non-refundable supplier commitments may affect the final refund.
Changes
Rescheduling or modifying your trip may sometimes be a better option than cancellation.
Refunds
Approved refunds are generally processed within 14 business days after necessary supplier funds and information are received.
Policy Contents
Our Refund Commitment
We believe clients should know what will happen to their money before they make a booking.
Accordingly:
- We will clearly communicate applicable payment and cancellation conditions before a booking is confirmed.
- We will not intentionally misrepresent whether a service is refundable.
- We will distinguish between refundable and non-refundable amounts where reasonably possible.
- Where we receive a refundable amount from a supplier, we will pass the applicable refund to the client, subject to any disclosed deductions.
- Where a supplier has retained a legitimate non-refundable amount, that amount may be deducted from the client's refund.
- We will communicate material changes or cancellation consequences as clearly as reasonably possible.
- We will make reasonable efforts to minimize cancellation costs for our clients.
Our objective is to treat every cancellation fairly while recognizing that Kili Trails may have already committed funds to hotels, camps, lodges, transport providers, parks, guides, activities and other suppliers on the client’s behalf.
When a Booking Becomes Non-Refundable
A booking does not automatically become completely non-refundable merely because a deposit has been paid.
However, particular components of a booking may become non-refundable once Kili Trails has committed funds to a supplier under that supplier’s cancellation terms.
Examples may include:
- Non-refundable hotel bookings
- Safari lodges and camps with strict cancellation conditions
- Park or conservation fees
- Special activities
- Private vehicles
- Internal flights
- Domestic flights
- International flights
- Event or attraction tickets
- Special-rate accommodation
- Peak-season bookings
- Last-minute bookings
- Other services identified as non-refundable before confirmation
Where possible, these conditions will be communicated to the client before payment.
Cancellation Requests
All cancellation requests should be submitted to Kili Trails in writing.
Cancellation may be requested by:
- Written communication through an official Kili Trails communication channel
- Another method expressly accepted by Kili Trails
The cancellation date will generally be the date on which Kili Trails receives the cancellation request during normal business hours. Where a cancellation is received outside normal business hours, we may treat the next business day as the effective date of receipt. Clients should retain confirmation of their cancellation request.
Standard Cancellation Schedule
Unless your booking confirmation specifies different cancellation terms, the following standard schedule may apply to the Kili Trails service component of your booking:
60 days or more
Refund of amounts received, less any non-refundable supplier costs and applicable transaction charges
30–59 days
Up to 75% refund, less non-refundable supplier costs and applicable transaction charges
15–29 days
Up to 50% refund, less non-refundable supplier costs and applicable transaction charges
8–14 days
Up to 25% refund, less non-refundable supplier costs and applicable transaction charges
7 days or less
Generally non-refundable, subject to amounts recoverable from suppliers and applicable law
No-show
Generally non-refundable
The percentages above are general guidelines rather than an automatic guarantee of a particular refund. The actual refund will depend on the specific services booked and the cancellation conditions imposed by the relevant suppliers.
Where supplier cancellation terms are more favorable than this standard schedule, Kili Trails will seek to apply the more favorable outcome where reasonably possible. Where a supplier’s contractual cancellation charges are higher, the actual refund may be reduced accordingly. The booking confirmation issued to the client will take precedence where it contains specific cancellation terms for that booking.
Customized and Private Tours
Customized and private itineraries may involve advance commitments to multiple suppliers.
These bookings may therefore have different cancellation conditions from standard group or package tours.
Before confirming a customized itinerary, Kili Trails will communicate any material special cancellation or refund conditions that apply.
Where possible, clients will be informed of:
- Deposit requirements
- Final payment deadlines
- Cancellation deadlines
- Non-refundable components
- Supplier cancellation charges
- Any other material refund restrictions
Hotel and Accommodation Bookings
Hotel, lodge, camp and other accommodation bookings are subject to the cancellation terms of the relevant property.
Some properties offer:
- Fully refundable bookings
- Partially refundable bookings
- Non-refundable rates
- Free cancellation until a specified date
- Cancellation with a percentage charge
Where a booking is cancelled, Kili Trails will determine the amount recoverable from the accommodation provider and apply the relevant booking conditions. If the accommodation provider refunds the full amount, the applicable refund will be passed to the client, subject to any legitimate transaction or administrative charges disclosed in the booking terms.
Airport Transfers
Airport transfers are generally refundable where sufficient notice is provided and where Kili Trails has not incurred non-refundable supplier costs.
However, where a vehicle or driver has already been committed specifically to a booking, cancellation charges may apply.
A client who fails to provide accurate flight information may not be entitled to a refund where the transfer cannot be provided because the information supplied was incorrect or incomplete.
Where a flight is delayed or cancelled, clients should notify Kili Trails as soon as possible. We will make reasonable efforts to adjust the transfer where operationally possible.
Tour Guide Services
Where a professional guide has been reserved specifically for a client or group, cancellation may result in costs being incurred.
Where the guide can be released without cost, Kili Trails will seek to minimize or eliminate the cancellation charge.
Where a non-refundable guide commitment has already been made, the applicable amount may be deducted from any refund.
Park, Conservation and Attraction Fees
Some national parks, conservancies, reserves and attractions may have specific payment and cancellation conditions.
Where Kili Trails has purchased or paid for an entry, conservation or activity fee on behalf of a client and the amount is non-refundable, that amount may be deducted from any refund.
Where a relevant authority or operator refunds the amount, Kili Trails will pass the applicable refund to the client.
Flights and Air Tickets
Flights are normally subject to the airline’s fare conditions.
Airline tickets may be:
- Fully refundable
- Partially refundable
- Refundable subject to a fee
- Changeable subject to a fee
- Completely non-refundable
Where Kili Trails arranges a flight on behalf of a client, the airline’s applicable fare rules will apply. Any refund received from the airline will be passed to the client after applicable airline, agency, payment-processing or other legitimate charges. Kili Trails does not control airline refund processing times.
Protect Your Journey Beyond Our Cancellation Policy
We strongly recommend that every traveller purchase comprehensive travel insurance immediately after confirming a trip.
Travel insurance may provide protection against circumstances such as:
- Medical emergencies
- Trip cancellation
- Travel interruption
- Emergency evacuation
- Delayed travel
- Lost baggage
- Certain personal emergencies
- Illness
- Other covered events
Kili Trails is not an insurance provider unless expressly stated otherwise. A traveller’s failure to obtain travel insurance does not automatically make Kili Trails responsible for losses that could reasonably have been covered by appropriate insurance.
Medical Emergencies
Trip Cancellation
Travel Interruption
Emergency Evacuation
A good travel insurance policy can provide an additional layer of protection when unexpected circumstances affect your plans.
Cancellation Due to Illness or Medical Emergency
We understand that illness or a medical emergency can make travel impossible.
If you need to cancel because of illness or a medical emergency, please notify us as soon as possible.
We will:
- Review the circumstances
- Review the applicable supplier terms
- Determine what amounts can reasonably be recovered
- Explore rebooking options where practical
- Process any refund due under the applicable booking conditions
Where the circumstances are covered by travel insurance, clients should also contact their insurer promptly.
Cancellation Due to Death or Serious Family Emergency
Where a traveller needs to cancel because of the death of an immediate family member or another serious emergency, Kili Trails will consider the circumstances compassionately and review what options are available.
Depending on supplier terms, we may be able to:
- Reschedule the trip
- Transfer certain bookings
- Obtain supplier credits
- Obtain a partial refund
- Recover other amounts
Any refund will depend on what can reasonably be recovered from suppliers and other parties. Where appropriate, reasonable supporting documentation may be requested.
Client No-Shows
A no-show occurs where a client does not arrive for a confirmed service without providing adequate notice.
Examples include:
- Failing to arrive for an airport transfer
- Failing to appear for a scheduled safari departure
- Failing to check into accommodation
- Failing to attend a booked activity
- Leaving a trip early without notifying Kili Trails
No-shows are generally non-refundable because suppliers may already have incurred the full cost of providing the service. However, Kili Trails will consider any recoverable amount on a case-by-case basis.
Late Arrival
Where a client arrives late and misses a scheduled service, refund eligibility will depend on the circumstances.
For example, additional costs may arise where a traveller:
- Misses a transfer
- Misses a scheduled activity
- Arrives after hotel check-in arrangements have expired
- Misses a park entry window
- Requires additional transportation
Where the delay was caused by a third party or circumstances outside the client’s reasonable control, Kili Trails will make reasonable efforts to assist.
Early Departure
If a client voluntarily leaves a trip before the scheduled end date, unused services are not automatically refundable.
Any refund will depend on:
- Supplier policies
- Whether the service has already been paid for
- Whether the supplier can provide a refund
- The reason for departure
- Applicable booking terms
Where possible, Kili Trails will assist the traveller in recovering any amount that can reasonably be recovered.
Before You Cancel, Let's Explore Your Options
If your circumstances change, cancellation may not always be the best option.
Before cancelling, we encourage clients to ask whether their trip can be:
- Rescheduled
- Postponed
- Shortened
- Extended
- Re-routed
- Changed to different accommodation
- Converted into a future travel credit
Where suppliers permit changes, Kili Trails will make reasonable efforts to preserve the value of the booking. Additional costs may apply where suppliers charge amendment or rebooking fees.
Reschedule
Move your trip to a future date where suppliers permit.
Modify
Change accommodation, routing or trip duration where possible.
Travel Credit
Preserve recoverable booking value for future travel.
Rebook
Create a revised itinerary based on current availability.
Travel Credits
Where a refund is not practical but supplier terms allow a future booking, Kili Trails may, at its discretion or where agreed with the client, offer a travel credit.
A travel credit may be:
- Subject to an expiry date
- Non-transferable
- Subject to supplier availability
- Subject to price differences
- Subject to specific conditions
The exact conditions will be communicated when the credit is issued. A travel credit will not automatically be treated as cash unless otherwise agreed.
If We Need to Change or Cancel a Service
In exceptional circumstances, Kili Trails may need to cancel a trip or a particular service.
Reasons may include:
Safety concerns
Severe weather
Supplier failure
Government restrictions
Security conditions
Natural disasters
Infrastructure disruption
Operational impossibility
Where Kili Trails cancels a confirmed service for reasons within our reasonable control, we will seek to provide an appropriate remedy, which may include:
- An alternative service
- A rescheduled trip
- A travel credit
- A refund of recoverable amounts
Where cancellation results from circumstances beyond our reasonable control, refunds will depend on the amounts recoverable from suppliers and the circumstances of the cancellation. We will communicate available options clearly and work with the client toward a reasonable solution.
Changes to Your Itinerary
Kili Trails may sometimes need to modify an itinerary because of:
- Weather
- Road conditions
- Wildlife conditions
- Park regulations
- Government requirements
- Accommodation availability
- Transport disruption
- Security conditions
- Supplier operational changes
- Other circumstances affecting the safe or practical operation of the trip
Where possible, we will provide an alternative of comparable value and quality. Where a material change results in a lower-value service and a refund or price adjustment is appropriate, Kili Trails will address the difference fairly.
Supplier Cancellation Policies
Because many Kili Trails services are provided by independent suppliers, their cancellation policies may affect the amount available for refund.
Examples include:
- Hotels
- Lodges
- Camps
- Airlines
- Transport providers
- Guides
- Parks
- Conservancies
- Activity operators
- Other tourism providers
Kili Trails does not create or control the cancellation policies of independent suppliers. However, we will communicate material supplier conditions to clients where reasonably possible and will make reasonable efforts to negotiate favorable outcomes on the client’s behalf.
Refunds Where a Supplier Fails to Deliver
If a supplier fails to provide a service that has been paid for, Kili Trails will take reasonable steps to:
- Contact the supplier
- Establish what happened
- Seek an alternative where practical
- Seek a refund or compensation where available
- Communicate the outcome to the client
Where the supplier provides a refund to Kili Trails, the applicable amount will be passed to the client, subject to any legitimate deductions. Where the supplier refuses a refund under its contractual terms, Kili Trails cannot guarantee that the amount will be recoverable.
Overpayments
If a client accidentally makes an overpayment, the excess amount will be refunded after the payment has been verified.
Refunds may be made through the original payment method where practical. Where the original payment method cannot reasonably be used, Kili Trails may request appropriate information necessary to process the refund securely.
Kili Trails will never request a customer’s payment PIN or password to process a refund.
Duplicate Payments
If a client accidentally makes the same payment more than once, the duplicate payment will be reviewed and, once verified, refunded.
Any legitimate transaction costs that cannot be recovered may be considered before the refund is processed, where permitted by the applicable payment terms and law.
Payment Processing Fees
Where a refund is requested because of a client-initiated cancellation, non-refundable payment-processing or third-party transaction charges may be deducted where:
- The charge was actually incurred
- It is not recoverable by Kili Trails
- The deduction is permitted by applicable law and was appropriately disclosed
We will not use payment-processing charges as a means of imposing unreasonable cancellation penalties.
Currency and Exchange-Rate Differences
Where a payment was made in a foreign currency or through an international payment provider, the amount received upon refund may differ from the original amount paid because of:
- Exchange-rate movements
- Bank charges
- Payment-provider fees
- Other unavoidable transaction costs
Where possible, refunds will be processed through the original payment channel.
Refund Process
Once a refund has been approved, Kili Trails will:
Review
Confirm the amount refundable
Identify
Identify any applicable deductions
Confirm
Confirm the refund method
Process
Initiate the refund
Notify
Provide appropriate confirmation where available
We aim to process approved refunds within 14 business days after all necessary information and supplier funds have been received. Where a refund depends on a third-party supplier, airline, hotel, payment provider or other external party, the process may take longer. We will keep the client informed where a significant delay occurs.
How Refunds Are Paid
Where reasonably possible, refunds will be made using the original payment method. For example:
- Card payments may be refunded to the original card
- Mobile-money payments may be refunded through the appropriate payment channel
- Bank transfers may be returned to the verified originating account
For security reasons, Kili Trails may require reasonable verification before processing a refund.
We will never request a customer’s mobile-money PIN, online banking password or card PIN to process a refund.
Refund Requests
Please include the following when submitting a refund request:
- Client name
- Booking reference
- Travel dates
- Payment details or transaction reference
- Reason for cancellation
- Date of cancellation
- Any relevant supporting information
Do not send payment-card PINs, passwords, mobile-money PINs or other confidential authentication information.
Kili Trails Tours & Safaris Ltd
Email: inquiries@kilitrats.com
Refund/Bookings Email: finance@kilitrats.com
Telephone: +254 181 339 296; +254 732 002 794
WhatsApp: +254 181 339 296; +254 732 002 794
Example: How a Refund May Be Calculated
To make the process transparent, consider the following example.
A client pays USD 2,000 for a safari. Before the client cancels, Kili Trails has already paid USD 500 for a non-refundable accommodation commitment, USD 100 in non-refundable park/activity fees, and USD 50 in non-recoverable payment charges.
Original payment
USD 2,000
Non-refundable accommodation
− USD 500
Park/activity fees
− USD 100
Non-recoverable payment charges
− USD 50
Potentially refundable amount
USD 1,350
Illustration only ~ actual refunds depend on the applicable booking confirmation and supplier cancellation terms.
Peak-Season and Special-Event Bookings
Bookings made during high-demand periods may have stricter cancellation conditions. These may include:
- Christmas and New Year
- Easter
- School holidays
- Major festivals
- Special events
- Peak safari seasons
- Special conservation events
- Other periods identified by suppliers as high-demand
Where special cancellation conditions apply, Kili Trails will communicate them before booking confirmation.
Group Bookings
Group bookings may be subject to special cancellation terms because accommodation, vehicles, guides and activities are reserved based on the size of the group.
A reduction in group size may affect:
- Per-person pricing
- Vehicle requirements
- Accommodation
- Activity costs
- Guide requirements
- Supplier cancellation charges
The applicable terms will be communicated in the group’s booking confirmation.
Corporate and Organizational Bookings
Corporate, institutional, educational, NGO, church, conference or other organizational bookings may be subject to negotiated payment and cancellation terms.
Where a separate written agreement has been signed, the terms of that agreement will govern the relevant booking.
Weather, Natural Events and Other Unforeseen Circumstances
Kili Trails cannot control weather, wildlife, road conditions or other natural events.
Where such circumstances make a planned activity impossible or unsafe, we will seek a reasonable alternative where possible.
A change or cancellation caused by circumstances beyond our reasonable control does not automatically create an entitlement to a full cash refund if suppliers have retained amounts that cannot be recovered.
However, we will make reasonable efforts to recover funds, secure credits or find alternative arrangements for affected clients.
Exceptional Circumstances
For purposes of this Policy, force majeure includes extraordinary circumstances beyond the reasonable control of Kili Trails. These may include:
- Natural disasters
- Severe weather
- Flooding
- Wildfires
- Epidemics or pandemics
- Government restrictions
- War
- Civil unrest
- Terrorism
- Border closures
- Major transport disruption
- Strikes
- Road closures
- Security incidents
- Major infrastructure failures
- Other extraordinary events
Where force majeure affects a booking, Kili Trails will work with the client and relevant suppliers to identify the most reasonable available solution.
No-Shows
No-shows are generally non-refundable because the service may have been reserved specifically for the client.
However, if Kili Trails can recover any amount from the relevant supplier, we will consider passing the recoverable amount to the client.
Refunds and Client Responsibility
A client may not be entitled to a refund where a loss or additional cost results primarily from the client’s:
- Failure to provide required travel information
- Failure to obtain required travel documents
- Failure to arrive on time
- Failure to comply with reasonable instructions
- Misconduct
- Voluntary abandonment of the trip
- Failure to meet applicable entry requirements
This does not affect any rights the client may have under applicable law.
No Double Recovery
A client should not recover the same loss twice from different sources.
For example, where a traveller receives compensation from an insurer or another party for an amount already refunded by Kili Trails, the traveller should notify the relevant parties as appropriate.
Fairness and Applicable Law
This Policy is intended to operate fairly and transparently.
Nothing in this Policy is intended to:
- Remove a legal right that cannot lawfully be excluded
- Prevent a client from exercising a statutory right
- Authorize an unlawful charge
- Limit liability where such limitation is prohibited by law
- Override mandatory consumer-protection requirements
Kili Trails will apply this Policy in accordance with applicable Kenyan law. Kenya’s Consumer Protection Act contains provisions concerning cancellation, refunds and consumer remedies, and also addresses unfair consumer practices.
If You Have a Refund Concern
If you disagree with a refund decision, please contact Kili Trails first. We will review:
- The booking confirmation
- Payment records
- Cancellation date
- Supplier terms
- Costs already incurred
- Communications with the client
- Any other relevant information
Our objective is to resolve refund disputes fairly and professionally. Where a dispute cannot be resolved directly, the parties may pursue appropriate dispute-resolution mechanisms or remedies available under applicable law.
Contact Us
Raise the concern directly with Kili Trails.
Review
We review booking records, supplier terms and payment records.
Resolve
We seek a fair and professional resolution.
Changes to This Refund Policy
Kili Trails may update this Refund & Cancellation Policy from time to time to reflect:
- Changes in applicable law
- Changes in supplier arrangements
- Changes in our booking procedures
- Changes in payment systems
- Improvements to customer service
- Changes in our business operations
The version applicable to a particular booking will generally be the version communicated or incorporated into the booking terms at the time the booking is confirmed, unless a change is required by law or agreed by the parties. The latest version will be published on our website.
Related Policies
This Refund & Cancellation Policy should be read together with:
Where specific cancellation terms are expressly stated in a confirmed booking, those specific terms will apply to that booking.
Request a Refund or Discuss a Cancellation
For cancellation and refund enquiries, reach Kili Trails Tours & Safaris Ltd through any of the channels below.
Website
kilitrats.com
inquiries@kilitrats.com
Refund/Bookings Email
finance@kilitrats.com
Telephone
+254 181 339 296
+254 732 002 794
+254 181 339 296
+254 732 002 794
Physical Address
Nairobi ~ Kenya
Postal Address
6999 ~ 00200
TRA Licence Number
Available upon request
Our Commitment to Fair Travel
Transparency
You should understand the payment and cancellation conditions before committing to your trip.
Fairness
We will distinguish between genuine costs already incurred and amounts that can reasonably be recovered.
Communication
If something changes, we will communicate with you and work toward the most practical solution available.
We believe that confidence in a travel company comes not only from delivering a great journey, but also from how the company treats its clients when plans change. Our commitment is to handle cancellations and refunds with professionalism, fairness, transparency and respect.
Kili Trails Tours & Safaris Ltd — Travel with confidence. Explore with peace of mind.
