Terms & Conditions

By accessing and using the Come Travel Kenya Limited website (cometravelkenya.com) and our services, you accept and agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our website or services. We reserve the right to modify these terms at any time, and such modifications shall be effective immediately upon posting. Your continued use of our services after any modifications indicates your acceptance of the updated terms.

Come Travel Kenya Limited is a registered Destination Management Company (DMC) in Kenya, providing the following services:

• MICE Services (Meetings, Incentives, Conferences, Exhibitions)
• Tours & Safaris (Domestic and Inbound)
• Transport & Logistics
• Immigration Services (ETA, Work Permits, Travel Insurance)
• Ticket Reservation Services

All services are subject to availability and confirmation. Service descriptions, itineraries, and prices on our website are indicative and may be subject to change. Final confirmation of services, prices, and terms will be provided in writing upon booking.

Booking Process

All bookings must be made in writing (email or booking form) and are subject to availability. A booking is confirmed only upon receipt of our written confirmation and required deposit payment.

Payment Terms

Late Payment

Failure to pay balance by due date may result in booking cancellation and forfeiture of deposit. We reserve the right to decline service delivery if full payment is not received.

Price Changes

Prices are subject to change due to currency fluctuations, fuel price increases, government tax changes, or supplier price increases. Once a booking is confirmed and deposit paid, prices are guaranteed except in cases of significant unforeseen increases, in which case we will notify you immediately.

Cancellation by Client

For Tours & Safaris

For MICE Services, Transport, and Immigration:

For Ticket Reservations

Subject to airline cancellation policies. Service fees are non-refundable.

Cancellation by Come Travel Kenya

In rare circumstances where we must cancel confirmed services, clients will receive:

• Full refund of all payments made, OR
• Alternative arrangements of equal or better value, OR
• Credit for future services

We are not liable for costs incurred by clients due to cancellations beyond our control (force majeure events).

Refund Processing

Approved refunds will be processed within 14-30 business days to the original payment method.

Clients are responsible for

Travel Documents

• Valid passport (minimum 6 months validity from travel date)
• Appropriate visas, ETAs, or permits for Kenya and any transit countries
• Required vaccinations and health certificates (e.g., yellow fever)
• Travel insurance (strongly recommended)

Accurate Information

Providing accurate personal information, special requirements, dietary restrictions, medical conditions, and emergency contact details at time of booking.

Timely Communication

Informing us immediately of any changes to contact details, travel plans, or special requirements.

Compliance

Following instructions from guides, adhering to park rules, respecting local customs and laws, and behaving responsibly throughout services.

Physical Fitness

Ensuring adequate physical fitness for chosen activities. Some safaris and tours require reasonable mobility and fitness levels.

Insurance

Obtaining comprehensive travel insurance covering medical emergencies, evacuation, trip cancellation, and personal liability.

Service Provision

Come Travel Kenya Limited acts as an intermediary between clients and service providers (hotels, lodges, airlines, parks, etc.). While we carefully select our partners and suppliers, we are not liable for:

• Actions or omissions of third-party service providers
• Accidents, injuries, illness, or death during services
• Loss or damage to personal property
• Travel delays or disruptions caused by weather, natural disasters, strikes, or other force majeure events
• Wildlife encounters or behavior (safaris involve inherent risks)
• Political unrest, terrorism, or civil disturbance

Maximum Liability

Our maximum liability for any claim is limited to the total amount paid by the client for the specific service in question.

No Liability for

• Indirect, consequential, or punitive damages
• Lost profits or business opportunities
• Emotional distress or disappointment
• Issues arising from client's failure to obtain proper documentation
• Medical expenses (clients must have travel insurance)

Client Acknowledgment

By booking our services, clients acknowledge and accept the inherent risks associated with travel, safari activities, and adventure tourism.

Clients must

• Respect wildlife, nature, and conservation areas
• Follow park rules and guide instructions
• Respect local communities, cultures, and customs
• Refrain from littering or damaging natural environments
• Not engage in illegal activities
• Not harass, discriminate against, or abuse staff or fellow travelers
• Not be under the influence of alcohol or drugs during services

Right to Refuse Service

We reserve the right to refuse service or terminate services without refund if clients:

• Behave inappropriately or illegally
• Endanger themselves, staff, or other clients
• Significantly disrupt services
• Provide false information
• Fail to comply with safety instructions

Conservation Commitment

We are committed to responsible tourism. Clients are expected to minimize environmental impact and contribute positively to conservation efforts.

All content on our website including text, images, logos, designs, itineraries, and materials is the intellectual property of Come Travel Kenya Limited or used with permission from copyright holders.

Clients may not

• Copy, reproduce, or distribute our content without written permission
• Use our branding, logos, or materials for commercial purposes
• Claim ownership of our intellectual property
• Modify or create derivative works from our content

Photography

Photos taken during services may be used by Come Travel Kenya for marketing purposes unless clients explicitly opt out in writing. We respect privacy and will not use images inappropriately.

Complaints Procedure

1. Report issues immediately to your guide or our operations team during service delivery
2. We will attempt to resolve issues in real-time
3. If unresolved, submit written complaint within 7 days of service completion
4. We will investigate and respond within 14 business days
5. If still unsatisfied, request formal review by management

Contact for Complaints

Dispute Resolution

Any disputes will first be addressed through good-faith negotiation. If unresolved, disputes shall be settled through arbitration in Nairobi, Kenya, under Kenyan law.

Governing Law and Jurisdiction

These terms are governed by the laws of Kenya. Subject to the arbitration provision above, the courts of Kenya shall have exclusive jurisdiction to grant interim or urgent relief, to support the arbitration, and to recognise and enforce any arbitral award.

We collect and process personal information in accordance with Kenya's Data Protection Act, 2019. Please refer to our Privacy Policy for detailed information about data collection, usage, and protection.

By using our services, you consent to

• Collection of personal information necessary for service delivery
• Processing of data for booking, communication, and service provision
• Storage of information for legal and operational requirements
• Sharing information with service providers (hotels, airlines, etc.) as necessary

We do not sell personal information to third parties.

Come Travel Kenya Limited is not liable for failure to perform services due to events beyond reasonable control, including:

• Natural disasters (floods, earthquakes, droughts)
• Severe weather conditions
• Pandemics or health emergencies
• Government actions, restrictions, or advisories
• War, terrorism, or civil unrest
• Strikes or labor disputes
• Supplier failures

In force majeure situations, we will

• Make reasonable efforts to provide alternative arrangements
• Refund payments for services not delivered (minus non-recoverable costs)
• Not be liable for additional costs incurred by clients

Clients are strongly advised to obtain comprehensive travel insurance covering trip cancellation due to unforeseen circumstances.

Changes to Services

We reserve the right to make minor changes to itineraries, accommodations, or service providers if necessary. Significant changes will be communicated to clients immediately, and clients may choose to:

• Accept the changes
• Request alternative arrangements
• Cancel with full refund (if changes are substantial)

Terms Updates

These Terms and Conditions may be updated periodically. The date of last update is displayed at the top of this page. Material changes will be communicated via email to clients with active bookings.

Notification

It is the client's responsibility to review these terms before booking and periodically thereafter.