Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all bookings made with Mara Tours & Travel Ltd. It complies with the Consumer Protection Act, 2012 of Kenya and forms part of our Terms & Conditions.

Section 01How to Cancel

All cancellations must be submitted in writing to info@maratoursandtravelltd.com. The date on which we receive the written notice determines the applicable fee.

Section 02Cancellation Fees

• 60+ days before travel: full refund minus a 10% administration fee.
• 30–59 days before travel: 50% of the total trip cost is refundable.
• 15–29 days before travel: 25% of the total trip cost is refundable.
• 14 days or less before travel: no refund is payable.
• No-shows: no refund.

Third-party non-refundable costs already incurred (e.g. park fees, non-refundable hotel deposits, chartered flights) will be deducted from any refund.

Section 03Cancellation by Mara

If we cancel for reasons within our control we will offer an alternative trip of equivalent standard or a full refund. If we cancel due to force majeure (e.g. political unrest, pandemics, extreme weather, government directives, supplier insolvency) we will refund all recoverable amounts less unrecoverable third-party costs.

Section 04Refund Method & Timeline

Refunds are processed through the original payment method within thirty (30) working days of approval. M-PESA refunds are subject to Safaricom's reversal process.

Section 05Amendments

Requests to change travel dates or destinations more than 30 days before departure may be accommodated without a cancellation fee, subject to supplier availability and any fare/rate differences.

Section 06Travel Insurance

We strongly recommend all clients purchase travel insurance that covers cancellation, medical emergencies and trip interruption.

Section 07Disputes

Any dispute regarding a refund shall be resolved in accordance with clause 9 of our Terms & Conditions.