Terms & Conditions
Effective Date: June 16, 2024 | Last Updated: June 16, 2024
Welcome to SueKay Tours & Travel. These Terms and Conditions ("Agreement") govern your use of our website, services, and all related offerings. By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by these terms. If you do not agree with any part of these terms, you must not use our services.
1. Booking Terms
1.1 Age and Capacity
By making a booking, you confirm that you are at least 18 years of age and have the legal capacity to enter into this Agreement. If you are booking on behalf of minors or other individuals, you accept full responsibility for those individuals and agree that all terms apply to them.
1.2 Accurate Information
You agree to provide accurate, current, and complete information during the booking process. This includes your full name (as it appears on your passport), contact details, passport information, and any special requirements or medical conditions that may affect your tour. You are responsible for notifying us of any changes to this information immediately.
1.3 Booking Confirmation
A booking is not confirmed until we send you a written confirmation with full details and a booking reference. We reserve the right to decline any booking at our sole discretion.
2. Payment Terms
Payment terms and deposit requirements are specified at the time of booking. Typical payment schedule:
- • Deposit: 30% of tour price due within 7 days of booking
- • Final Payment: 70% due 60 days before departure
We accept payment via bank transfer, credit card, and other methods specified on our website. All prices are in USD unless otherwise stated. You are responsible for any currency conversion fees.
Late payment may result in booking cancellation without liability to us. Invoice payments must be settled within the stated payment terms.
3. Cancellation and Refund Policy
Cancellations must be made in writing to our customer service team. Refund policies are as follows:
| Days Before Departure | Refund Amount |
|---|---|
| More than 60 days | 100% refund (minus 5% administration fee) |
| 30-60 days | 50% refund |
| 15-30 days | 25% refund |
| Less than 15 days | No refund |
Cancellations due to force majeure or events beyond our control may be handled on a case-by-case basis.
4. Limitation of Liability
SueKay Tours & Travel acts as an agent for hotels, airlines, and other service providers. We are not responsible for:
- • Acts of God, natural disasters, or force majeure events
- • Flight cancellations or delays by airlines
- • Hotel or accommodation issues beyond our control
- • Personal injuries, accidents, or losses unless directly caused by our negligence
- • Missed flights, trains, or connections due to passenger tardiness
- • Loss or damage to personal belongings or baggage
- • Wildlife sightings not occurring (safaris are wildlife viewing, not guaranteed encounters)
Our maximum liability is limited to the total amount paid by you for the tour services.
5. Travel Insurance and Safety
We strongly recommend that you purchase comprehensive travel insurance that covers medical expenses, trip cancellation, evacuation, and baggage loss. While we provide assistance and safety briefings, travel insurance is your personal responsibility.
You are responsible for obtaining any required health precautions, vaccinations, and medical certifications for your destination. We provide health recommendations, but you must consult with your healthcare provider before traveling.
6. Passport, Visas, and Travel Documents
You are responsible for:
- • Ensuring your passport is valid for at least 6 months beyond your travel dates
- • Obtaining appropriate visas and entry requirements for all destinations
- • Obtaining travel permits and necessary documentation
- • Ensuring you meet all health and vaccination requirements
We can provide guidance on visa requirements, but we are not responsible for visa rejections or delays in obtaining necessary documents. Entry denial due to missing documentation is non-refundable.
7. Conduct and Behavior
Guests agree to:
- • Follow all rules and safety instructions provided by guides and staff
- • Respect local cultures, customs, and environments
- • Not engage in illegal activities or substance abuse
- • Treat staff, guides, and other guests with respect
- • Follow wildlife viewing ethics and protection guidelines
Violation of this code of conduct may result in immediate removal from the tour without refund.
8. Complaints and Dispute Resolution
If you have a complaint regarding our services:
- 1. Notify our guide or staff member immediately during the tour
- 2. Submit a written complaint to our customer service team within 14 days of tour completion
- 3. We will investigate and respond within 30 days
If disputes cannot be resolved amicably, they may be subject to mediation or arbitration according to Kenyan law.
9. Modification of Tours and Terms
SueKay Tours & Travel reserves the right to modify itineraries due to weather, wildlife patterns, road conditions, or circumstances beyond our control. We will make reasonable efforts to minimize changes while maintaining safety and quality. Significant changes will be communicated to you as soon as possible. If essential itinerary elements are removed, appropriate refunds may be offered.
10. Governing Law and Contact Information
These Terms and Conditions are governed by the laws of Kenya and subject to the jurisdiction of Kenyan courts.
For questions or concerns regarding these Terms and Conditions:
Email: support@suekaytours.com
Phone: +254 (0) 711 111 111
Address: Nairobi, Kenya