Refunds, Amendment & Cancellation Policy – Urban Jay Safaris
At Urban Jay Safaris, we are committed to offering flexibility while maintaining fairness to our clients and partners. Please read the following policy carefully before making a booking.
Definitions
| Term | Definition |
|---|---|
| Amendment | A request to modify a confirmed booking (e.g., change of dates, number of guests). |
| Cancellation | A request to terminate the entire safari/package after confirmation. |
| Refund | A repayment of funds following a cancellation or overpayment. |
Amendment Policy
| Notice Period Before Safari Start Date | Amendment Fee | Notes |
|---|---|---|
| More than 30 days | Free (1st amendment only) | Subsequent amendments may attract a service fee. |
| 15–30 days | USD 50 (KES 7,000) | Subject to availability. |
| Less than 14 days | USD 100 (KES 14,000) | Not guaranteed; depends on supplier flexibility. |
📝 Important: Amendments are not allowed within 7 days of travel, except in emergencies (medical or legal), with supporting documentation.
Cancellation Policy
| Notice Period Before Safari Start Date | Cancellation Charges |
|---|---|
| More than 60 days | 10% of the total package cost |
| 31–60 days | 25% of the total package cost |
| 15–30 days | 50% of the total package cost |
| 7–14 days | 75% of the total package cost |
| Less than 7 days | 100% (No refund) |
🛎️ Note: Cancellations must be made in writing via email to: info@urbanjaysafaris.com
Refund Policy
Refunds will be processed within 14 working days of receiving a cancellation request.
Refunds will be made in the original mode of payment (e.g., bank, Mpesa, credit card).
Non-refundable items:
Park fees once paid
Flight tickets (unless refundable under airline policy)
Visa fees and consular charges
Partial refunds may be offered if part of the tour has already commenced.
Exceptional Circumstances
In case of force majeure (natural disasters, political unrest, pandemics), Urban Jay Safaris may:
Postpone the trip at no cost,
Offer a travel credit valid for 12 months, or
Refund the amount less unrecoverable costs.
Flight Bookings Policy
Urban Jay Safaris offers flight booking services for both domestic and international travel in conjunction with your safari package. Please note the following terms regarding flight reservations:
1. Flight Booking Confirmation
All flight bookings are subject to availability at the time of reservation.
A 100% advance payment is required to secure airline tickets.
Flight tickets are issued only after full payment has been received.
2. Airline Rules & Conditions
All flight bookings are bound by the terms and conditions of the respective airline.
Urban Jay Safaris is not responsible for airline schedule changes, delays, or cancellations.
Name changes or ticket transfers are not allowed once tickets are issued unless permitted by the airline.
3. Refunds & Cancellations
Flight cancellations are subject to airline policies.
In most cases, tickets are non-refundable or may attract cancellation fees as per the airline.
Urban Jay Safaris will assist in processing airline refunds but is not liable for the outcome or timing.
4. Flight Misses & No-Shows
Clients are responsible for arriving at the airport on time.
No refunds will be made for missed flights or no-shows.
5. Flight Changes or Rescheduling
Changes to flight dates or times are subject to airline policy and may incur additional fees.
Urban Jay Safaris will support rescheduling but cannot guarantee changes.
⚠️ Important: Always check your itinerary and ticket details upon receipt. Report any discrepancies immediately.
Contact for Cancellations & Amendments
For cancellation, amendments, or refund-related inquiries, please contact:
Urban Jay Safaris
📞 +254 733 655859
📧 info@urbanjaysafaris.com
🌐 www.urbanjaysafaris.com