This document is being finalised with our advocate and may change. Items shown [in brackets] are still being confirmed. Your written quote sets out the terms that apply to your booking. Questions? Email info@creekstours.com.
1. Scope and how to cancel
1.1 This policy forms part of every Booking with Creeks Tours. Defined terms have the same meaning as Booking Terms & Conditions for Tours and Safaris.
1.2 The Lead Traveller must cancel or request an amendment in writing to info@creekstours.com or the confirmed WhatsApp number. Cancellation takes effect when received. We will acknowledge within one working day; call +254 717 348 064 if no acknowledgement arrives.
1.3 Charges are calculated from the scheduled start time of the first booked service in East Africa Time. A “day” is a calendar day.
2. Customer cancellation scale
2.1 Unless the accepted Quote expressly identifies a stricter Supplier term before Booking, the following single scale applies:
| Notice received before departure | Cancellation charge |
|---|---|
| 45 days or more | No Creeks Tours cancellation fee; we refund amounts paid less disclosed, irrecoverable third-party costs and non-refundable payment or transfer charges |
| 44 to 15 days | 25% of the total Trip price, or the disclosed irrecoverable third-party costs if greater |
| 14 days or fewer | 100% of the total Trip price |
| After departure or no-show | 100% of the total Trip price; no refund for unused services |
2.2 We will not retain more than our applicable scale and actual contractual entitlement. If a Supplier refunds an amount previously treated as irrecoverable, we will pass it to you promptly less any lawful, documented recovery cost.
2.3 Gorilla or chimpanzee permits, park permits, domestic or regional flights, named camp or hotel deposits, event tickets and insurance premiums may be non-refundable or subject to stricter change rules from purchase. We must identify known non-refundable items in the Quote or obtain approval before buying them. If an unforeseen Supplier term arises later, we will seek instructions where practicable.
3. Amendments and transfers
3.1 At least 60 days before departure, we will make one reasonable date-change request without a Creeks Tours administration fee. You must pay any Supplier change or cancellation cost, fare or seasonal price difference, permit cost, and any added tax. A reduction is passed on if the replacement services cost less, after unrecoverable costs.
3.2 Within 60 days, or for a second or later request, the amendment fee is [Amendment administration fee] plus actual Supplier costs and price difference. If a requested change materially alters destination, duration, season, party or services, we may treat it as a cancellation and new Booking after explaining the effect.
3.3 A Traveller substitution is permitted where lawful and Suppliers accept it. Provide [Traveller substitution notice days] days’ notice where possible. The outgoing and incoming Travellers are jointly responsible for actual transfer costs and any price difference.
3.4 Name corrections, airline tickets and permits remain subject to the issuing Supplier’s rules. Some are not transferable.
4. Late arrival, no-show and unused services
4.1 Tell us immediately if delay may cause a missed service. We will make reasonable efforts to assist, but you pay reasonable additional costs unless we caused the delay.
4.2 A no-show or voluntary early departure receives no refund for services that cannot be recovered or resold. If we obtain a Supplier refund, clause 2.2 applies.
5. Cancellation or significant change by us
5.1 We may cancel before departure for non-payment, failure to meet a disclosed minimum number, safety, illegality, Supplier failure that cannot reasonably be replaced, or force majeure.
5.2 If we cancel for minimum numbers or a reason within our reasonable control, you may choose a comparable replacement if available or a refund of all amounts paid for the cancelled Trip. We will pay the refund within 14 days after your choice, subject to any shorter mandatory period.
5.3 If we make a significant pre-departure change to the Trip’s main destination, duration, standard or price, we will explain it and give a reasonable deadline to accept the change, select an available alternative with a price adjustment, or cancel for the refund the law requires.
5.4 We do not reimburse separate flights, visas, insurance or other arrangements not booked through us unless the loss was reasonably foreseeable, caused by our breach and legally recoverable. Suitable travel insurance should cover consequential arrangements.
6. Force majeure refunds and credits
6.1 Force majeure is handled under Force Majeure, Government Action & Safety Advisories Policy. We will account transparently for amounts received, recoverable from Suppliers and already properly spent. We may deduct only irrecoverable costs and reasonable work value where lawful.
6.2 A credit note is optional, not forced. It must state value, expiry of at least [Credit validity months] months, transferability, price-difference rules and insolvency treatment. You may choose a cash refund whenever mandatory law entitles you to one.
7. Refund method and timing
7.1 Refunds are made to the original payer using the original method where reasonably possible and in the original settlement currency. We do not refund to a different person without verified written authority.
7.2 We will calculate and explain a refund within 10 working days after confirming entitlement and pay it within 14 days after that confirmation, except where a Supplier recovery is genuinely pending. Any undisputed part will be paid without waiting for the disputed part.
7.3 Bank and exchange-rate differences not retained by us are borne as required by applicable law. We will provide supporting detail for deductions on request.