Terms & conditions

1. Bookings and reservations

• Bookings are subject to availability and confirmation by Finix Africa Safari.
• Customers must provide accurate names, contact details and booking information.
• A booking is confirmed once the required payment has been received and confirmation issued.
• Customers are responsible for reviewing travel dates, package inclusions, departure points and payment deadlines.

2. Payments and deposits

• Payments must be made through official payment channels communicated by Finix Africa Safari.
• The deposit and payment schedule will be communicated for each package. Any outstanding balance is due by the stated deadline.
• Retain payment confirmation and report discrepancies promptly.
• Never share your M-PESA PIN, passwords or one-time security codes with anyone claiming to represent Finix Africa Safari.

3. Cancellation and refunds

Customers who cancel at least 7 full calendar days before the scheduled event are eligible to request a refund. Cancellations made less than 7 full calendar days before the event are generally not eligible because transport, accommodation, tickets and other services may already have been committed.

Cancellation requests must be submitted through an official Finix contact channel and acknowledged by our team. Refunds are calculated based on the amount paid, applicable law and permitted non-recoverable costs. Finix will communicate the processing timeframe for approved refunds. Transfers to another person or trip may be considered subject to availability, supplier rules and written approval.

If Finix cancels an event, affected customers will be notified as soon as reasonably possible and offered an appropriate remedy, which may include a refund for the cancelled service or an alternative arrangement, in accordance with the booking agreement and applicable law. Nothing in this policy removes customer rights under applicable law.

4. Itinerary changes and unforeseen circumstances

Schedules and activities may change because of weather, road conditions, transport delays, attraction closures, safety concerns, government restrictions or other circumstances beyond our reasonable control. Finix will communicate significant changes as soon as reasonably possible and consider practical alternatives. Optional activities may cost extra and depend on availability and venue rules.

Finix will make reasonable efforts to communicate major disruptions and arrange practical alternatives. Refunds or rescheduling will be handled under the applicable booking terms and law.

5. Transport and departure

• Arrive at the designated meeting point at the communicated time; departure details will be shared before the trip.
• Late arrival or a missed departure may prevent you from joining, and additional costs may apply.
• Follow reasonable instructions from trip coordinators, drivers and transport operators. Third-party transport providers may have additional terms.

6. Accommodation

• Accommodation type, room allocation, occupancy and meals will be specified in the package description or booking confirmation.
• Shared accommodation may involve sharing with other travellers. Special room requests depend on availability and may attract additional charges.
• Respect accommodation rules and other guests. Customers may be responsible for damage they cause, subject to reasonable assessment and applicable law.

7. Safety and customer conduct

Customers are expected to follow reasonable safety instructions; respect fellow travellers, local communities, wildlife and the environment; avoid harassment, violence, illegal activity and dangerous behaviour; take reasonable care of belongings; and communicate accessibility or assistance requirements before travel.

Activities involving physical exertion or other risks are subject to relevant safety requirements and eligibility rules. Customers are encouraged to obtain suitable travel insurance where appropriate.

8. Photography and video

Photos and videos may be taken for personal memories and trip documentation. Finix will seek appropriate consent before using identifiable customer images or videos in advertising, public social media, testimonials or other promotional materials. Promotional consent is voluntary and is not a condition of booking. Tell the trip coordinator if you do not wish to appear in promotional content.

9. Third-party services

SGR tickets, accommodation, excursions and activities may be supplied by third parties and may be subject to their own rules. Finix will communicate relevant requirements where appropriate. Nothing in these terms excludes responsibilities Finix has under applicable law.

10. Privacy

Personal information collected during inquiries and bookings is handled under the Finix Africa Safari Privacy Policy and applicable data protection laws in Kenya.

11. Complaints and support

Report concerns as soon as reasonably possible so Finix can investigate and seek a fair resolution. Include your booking reference, travel date and a description of the issue. Contact Finix by phone or WhatsApp at 0705 121 175.

12. Updates and governing law

Finix may update these terms to reflect service or legal changes. Material changes affecting existing bookings will be communicated where required. These terms are governed by the laws of Kenya, and disputes may be addressed through dispute-resolution or legal processes available under Kenyan law.