Terms and Conditions

About these terms

These terms apply when you use our website and when you book a trip with Serval Tours and Travel Ltd (referred to here as Serval, we or us), a tour operator based in Nairobi, Kenya. By using our website or confirming a booking, you agree to them, so please read them carefully.

Your booking confirmation and itinerary form part of your agreement with us. Where they set out specific terms for your trip, such as payment dates or cancellation charges, those specific terms apply.

Using our website

• We work hard to keep the information on this website accurate, but itineraries, prices and availability can change. Your booking confirmation is the final word on what is included.
• Photos and descriptions are a guide to what you can expect. Wildlife sightings and weather can never be guaranteed.
• All text, images and branding on this website belong to us or our partners and may not be copied without permission.
• Please do not misuse the website, for example by trying to break its security or sending harmful content.

Quotes and bookings

Quotes are based on availability and prices at the time we send them, and are valid for the period stated. Your booking is confirmed once we have received your deposit and sent you a written booking confirmation.

The person who makes the booking must be at least 18 years old and accepts these terms on behalf of everyone in the group.

Payments

• A deposit is needed to confirm your booking. The amount, and the date the balance is due, are shown on your booking confirmation.
• Some items, such as gorilla permits or peak-season lodges, may need full payment when you book.
• Unless we agree otherwise, prices are quoted in US dollars.
• Bank and card charges for payments to us are paid by the person paying.
• If the balance is not paid on time, we may treat the booking as cancelled by you.

Prices and what is included

Your itinerary lists what is included in the price, such as transport, guiding, accommodation, meals and park fees, and what is not, such as international flights, visas, insurance, drinks and tips.

Park fees, permits and taxes are set by governments and authorities. If they change after you book, we may need to pass on the difference, and we will tell you as soon as we know.

Changes by you

If you want to change your booking, please let us know in writing as soon as possible. We will do our best to help, but changes depend on availability and may involve extra costs charged by lodges, airlines or other suppliers.

Cancellations by you

If you need to cancel, please tell us in writing. Cancellation charges are set out in your booking confirmation and reflect the costs we and our suppliers have already committed to. The closer to your travel date you cancel, the higher the charges are likely to be.

Some costs, such as gorilla and chimpanzee permits and certain flights and lodges, may be non-refundable. We strongly recommend travel insurance that covers cancellation.

Changes or cancellations by us

Occasionally we may need to change part of your trip, for example if a lodge becomes unavailable, a road is closed or the weather makes a route unsafe. We will offer alternatives of a similar standard wherever possible and tell you as soon as we can.

If we have to cancel your trip for reasons within our control, we will offer you a new date or a refund of the money you have paid us. If your trip is affected by events beyond our control, we will help you rearrange it and refund any amounts we can recover from our suppliers.

Travel insurance

Travel insurance is essential for every trip. Your policy should cover medical treatment, emergency evacuation, cancellation and loss of belongings, as well as any activities you plan to do, such as trekking at high altitude.

Passports, visas and health

• Your passport should be valid for at least six months after your trip and have blank pages for stamps.
• You are responsible for getting the right visas and meeting the entry rules for every country you visit. We are happy to point you to the official information.
• Some countries require a yellow fever vaccination certificate. Please speak to a travel clinic about vaccinations and malaria protection before you travel.
• Please tell us about any medical conditions or mobility needs that may affect your trip.

Safety on safari

Wildlife is wild and can be unpredictable. For your safety, please follow your guide’s instructions at all times, stay in the vehicle unless told otherwise and respect park rules. Your guide may change plans if conditions are unsafe, and we may end the trip of anyone whose behaviour puts others at risk.

Our responsibility to you

We choose our lodges, drivers and partners carefully and expect them to provide the services you have booked. We are responsible for making sure the trip we confirm is delivered as described, within the limits set by law.

We are not responsible for loss, injury or delay caused by your own actions, by third parties not connected with your trip, or by events beyond our control.

Events beyond our control

Sometimes things happen that neither we nor our suppliers can prevent or foresee, such as extreme weather, natural disasters, political unrest, disease outbreaks, strikes, airport or border closures and government actions. If such an event affects your trip, we will do our best to help, but we cannot be held responsible for its effects.

Complaints

If something is not right during your trip, please tell your guide or contact us straight away so we can try to fix it. If you are still unhappy afterwards, please write to us as soon as possible after you return and we will respond quickly.

Governing law

These terms are governed by the laws of Kenya, and any disputes will be handled by the courts of Kenya.

Changes to these terms

We may update these terms from time to time. The version on this page when you book is the one that applies to your booking.

Contact us

If you have a question about these terms, please get in touch before you book:

• Email: info@servaltoursandtravel.com
• Phone and WhatsApp: +254 792 335842
• Post: Serval Tours and Travel Ltd, Blessed House, Thika Road, P.O. Box 22122-00100, Nairobi, Kenya