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. Tell us promptly
1.1 During a Trip, tell the guide or 24-hour contact [Emergency operations number] as soon as reasonably possible. Give us and the relevant Supplier a fair opportunity to fix the issue. In an emergency, protect safety first.
1.2 Keep relevant photographs, receipts, messages and names. Do not put another person’s sensitive information in a public review.
2. Formal complaint
2.1 Send a formal complaint to info@creekstours.com with “Formal complaint” and the Booking reference, names, dates, what happened, steps already taken, supporting documents and the outcome sought.
2.2 Please complain within 30 days after the Trip ends because delay can make evidence and Supplier remedies harder to obtain. This is a procedural target, not a waiver of any longer non-excludable period under the Consumer Protection Act 2012, Limitation of Actions Act or other applicable law.
3. Our response
3.1 We will acknowledge receipt within one working day, identify the handler and aim to give a substantive written response within 10 working days. If investigation requires Supplier input or more time, we will explain why and update you at least every 10 working days.
3.2 We will assess the Quote and policies, interview relevant people, preserve records, distinguish fact from allegation and propose a proportionate remedy where the complaint is upheld. Possible remedies include explanation, apology, correction, replacement service, price reduction, refund or other lawful redress.
4. Escalation
4.1 If dissatisfied, ask for review by [Senior complaints officer name/title] within 14 days of our response. A person not primarily responsible for the first decision will review it and aim to respond within 10 working days.
4.2 The parties will then attempt good-faith negotiation for 14 days. If unresolved, either may propose confidential mediation through [Preferred Kenyan mediation body] in Nairobi or online, with costs shared unless agreed otherwise.
4.3 Mediation is voluntary and does not prevent urgent court relief or a complaint to a competent regulator. If no settlement is reached within 30 days after a mediation request, either party may use a court of competent jurisdiction. The Booking Terms’ governing-law clause applies.
4.4 Privacy complaints may be taken to the ODPC at https://www.odpc.go.ke/file-a-complaint/. Tourism licensing concerns may be raised with the Tourism Regulatory Authority through https://www.tourismauthority.go.ke/. Other statutory consumer remedies remain available.