Cancellation Policy

Plans change, and we would rather you know exactly where you stand before you book. This policy explains how Regal Tracks Safaris handles changes, cancellations and refunds for every safari, day trip and trek we arrange.

Overview

This policy forms part of our Terms and Conditions. It applies to every booking made directly with Regal Tracks Safaris, unless the details of your tour list different terms under “Special Notes”. Where a tour has its own conditions, those conditions apply in place of the matching section below, so please read your tour details carefully before you book.

When your booking is confirmed

Sending us a payment does not secure your safari on its own. Lodges, camps, vehicles and permits all have to be checked and held first. Once that is done, we confirm your booking by email, normally within 1 to 2 business days of receiving your payment.

This policy takes effect once we have confirmed both your reservation and your deposit in writing.

How to cancel

Cancellations must reach us in writing and must be made directly with Regal Tracks Safaris, not through a third party. Please email us from the address used for your booking and include your name, travel dates and booking reference.

• Email: info@regaltrackssafaris.com
• Phone and WhatsApp: +254 702 594493

A call or WhatsApp message is a quick way to let us know, but your cancellation date is the day we receive your written request by email.

Changing your booking

• Once your safari has started, the itinerary cannot be changed.
• Changes requested before departure depend on availability and may change the price of your trip. We will send you the revised cost to approve before anything is altered.
• Please send every change request by email to info@regaltrackssafaris.com so there is a clear record of what was agreed.

Cancellation charges

The charge depends on how close to your departure date we receive your written cancellation. Percentages are of the total tour cost.

Once your safari begins, we cannot refund unused days or services. Any change you make during the tour, including leaving early, is at your own cost and responsibility.

Bookings sold as non-refundable cannot be refunded, whenever they are cancelled.

How we count the days

We count only the full days between the day we receive your cancellation and the day your safari starts. Neither of those two days is included.

Example: your safari starts on 20 June and your cancellation email reaches us on 15 June. The days counted are 16, 17, 18 and 19 June, so your cancellation is 4 days before departure.

Refunds

When you may be refunded

• Minimum group size not reached. Some tours need a minimum number of travellers to run. If that number is not reached, you can choose a full refund or move to a comparable tour.
• Exceptional circumstances. We look at serious situations, such as a medical emergency or a bereavement, case by case.

If you move to a substitute tour that costs more than your original booking, you pay the difference.

How refunds are paid

• We review every cancellation request within 1 to 7 business days.
• Approved refunds are paid back to the original payment method within 14 days. For bank transfers, the money goes back to the account of the person who paid.
• Refunds are only paid to the person who made the original payment.
• A transaction fee of at least 4% is deducted from every refund to cover bank and processing charges.
• You can choose a credit note instead of a refund, in which case no transaction fee applies.

If your refund has not arrived

1. Check your bank account again, as transfers can take a few days to appear.
2. If you paid by card, check with your card provider, as posting times vary.
3. Ask your bank whether the payment is still being processed.
4. If it still has not arrived, email info@regaltrackssafaris.com and we will trace it for you.

What cannot be refunded

• No-shows on the day of departure.
• Any part of a tour not used after departure, for any reason.
• Flights included in a package price. These are non-refundable and cannot be transferred.
• Hotel extensions and instant-confirmation items, such as park permits, admission tickets and city passes, once they have been confirmed.

Credit notes

• A credit note is valid for 12 months from the date it is issued.
• You can pass a credit note on to another traveller.
• You can use it towards a more expensive tour by paying the difference.
• If you confirm new travel dates before the 12 months end, we can extend the credit note to cover that trip.

If we cancel or change your safari

We rarely cancel a confirmed safari. If we have to, for example because the minimum group size was not reached, we will offer you a full refund or a comparable alternative.

In events beyond our control, such as natural disasters, political unrest or public health emergencies, parts of this policy may need to be adjusted. If that happens, we will work closely with every affected traveller to find a fair solution.

Travel insurance

We strongly recommend travel insurance that covers cancellation, medical care and emergency evacuation. It is the best protection against costs this policy cannot refund.

Good to know

• Some packages carry their own terms. We will share them with you while you book.
• Our team is happy to answer any question about this policy before you pay.