BOOKING GUIDANCE
Booking & Cancellation Policy
Effective date: 16 September 2026
1. Enquiry to Booking
- Submit an enquiry through our website, email, telephone or WhatsApp.
- We review your requirements and prepare an itinerary, quotation or travel options based on availability.
- You will receive the applicable price, inclusions, exclusions, payment requirements and booking conditions before confirmation.
- A booking is confirmed only after the required payment and written confirmation have been received.
2. Deposits and Balances
Unless your quotation states otherwise, a 30% deposit of the total booking value is required to confirm most travel arrangements. The remaining balance is normally due 45 days before the travel start date. Bookings made within 45 days of departure may require full payment at confirmation.
Some airlines, cruise lines, hotels, lodges, parks, activities or other suppliers may require higher deposits, earlier payment or full payment. Where applicable, the specific terms shown on your quotation or booking confirmation will apply.
3. Cancellation by the Traveller
Cancellation requests must be submitted in writing by email or another agreed written communication channel. Unless your quotation or supplier terms specify different conditions, the following standard cancellation schedule applies to the total booking value:
| Time before departure | Standard cancellation charge |
|---|---|
| 61 days or more | 30% of total booking value (deposit forfeited) |
| 60–31 days | 50% of total booking value |
| 30 days or less | 100% of total booking value (no refund) |
| No-show or after travel has commenced | 100% of affected booking value (no refund) |
Important: The schedule above is a general policy. Certain suppliers, peak-season arrangements, special offers, flights, cruises, permits, event tickets and other services may have stricter cancellation conditions. Any non-refundable supplier costs, payment charges or cancellation fees that exceed the standard schedule may be passed on to the traveller where disclosed in the applicable booking terms.
4. Changes by the Traveller
Changes to dates, destinations, names, accommodation, flights, cruise arrangements or other services are subject to availability and supplier rules. Additional charges, fare differences or amendment fees may apply. Some bookings cannot be amended.
5. Cancellation or Changes by Suppliers
If an airline, hotel, cruise operator, tour operator, transport provider or other supplier changes or cancels a service, we will communicate the available options and assist with rebooking, alternatives, credits or refunds where the supplier makes them available.
6. Force Majeure and Travel Disruption
Events such as severe weather, natural disasters, government restrictions, border closures, strikes, civil unrest, security incidents, public-health emergencies or other events outside reasonable control may affect travel. Any refund, credit or alternative arrangement will depend on the affected supplier’s terms and applicable law.
7. Refunds
Where a refund is approved, the amount and timing will depend on the applicable cancellation terms and when the relevant supplier or payment provider releases the funds. Refunds will normally be returned through the original payment method where practical, less any applicable non-refundable costs or disclosed charges.
8. Travel Insurance
Travellers are strongly encouraged to obtain comprehensive travel insurance before departure. Insurance may help cover eligible cancellation, medical, baggage, delay and emergency costs that are not refundable under supplier conditions.
9. Unused Services
No automatic refund is provided for services, accommodation, meals, transfers, activities or other arrangements that a traveller chooses not to use after a booking has been confirmed, unless the applicable supplier terms provide otherwise.
10. Final Booking Terms
The specific quotation, invoice, booking confirmation and supplier terms applicable to your journey form part of the booking arrangements. If a specific written booking term differs from this general policy, the specific term will apply to that booking, subject to applicable law.
11. Contact
Gratlas Voyager Ltd
Email: info@gratlasvoyager.co.ke
Telephone: +254 748 000 291
Alternative: +254 734 505 418
This policy is a business draft and should be reviewed by a qualified Kenyan advocate before publication.