Terms and Conditions

Milana Tours and Safaris – Tour Booking Terms & Payment Conditions

Safari Tour Cancellation Charges:

Milana Tours and Safaris booking cancellation conditions are determined by the fact that once the hotel, Safari lodge/camps, local domestic airlines or services are booked on your behalf, we shall incur a cancellation fee if we are required to cancel the booking. We try to keep such cancellation charges to a minimum and they apply as follows calculated as a percentage of the total price:

Safari invoice cancellation charges for Kenya destinations include;

• up to 60 days prior to commencement of the tour: Zero cancellation charges.
• Cancellation up to 35 days prior to commencement of the tour: 20% cancellation charges
• Cancellation up to 15 days prior to commencement of the tour: 40% cancellation charges
• Cancellation less than 15 days or more than 3 days prior to tour start: 60% cancellation charges
• Cancellation 3 days or less before commencement of tour – Zero refund, 100% cancellation charges apply.
• Refunds due to you in the event of tour cancellation can only be credited to the original credit / debit card used in making of initial payment, if within 6-months of refund payment.
• In the event of a cancellation, please be advised that a 5% administrative fee will be levied to account for transaction charges.

Cancellation terms for destinations outside Kenya shall be shared on request.

We do our best to provide to you an enjoyable, stress-free safari tour but occasionally even the best- laid plans can go wrong.

In the event of a problem whilst you are on a safari tour with us, please inform your tour planning manager via email or WhatsApp, Lodge Camp Manager if accommodation related and your tour driver or guide immediately. This will give us the opportunity to correct the issue on the spot so that it does not spoil your Safari. If the matter cannot be resolved immediately, please send details of your complaint to us in writing within 14 days of your return from your holiday.

It is therefore a condition of this contract that you communicate any problem to the authority in question whilst on tour. If you fail to follow this simple procedure we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem on site.

Seasonal factors about facilities:

Some factors are not under our control and early and late in the season some facilities may not operate. Likewise, swimming pools have to be cleaned and sometimes emptied and maintenance work can affect the availability of certain amenities.

Public holidays and religious festivals throughout the year (particularly Ramadan) may have an impact on the ambience of a destination and the reliability of shops, banks and other facilities.

Wild Game

Please be aware that on any African safari, you may be into close contact with wild animals. Attacks by wild animals are rare, but no safari into the African wilderness can guarantee that this will not occur.

Neither Milana Tours and Safaris, nor its employees, nor its suppliers can be held responsible for any injury or incident on the safari. Please note that many safari camps are unfenced and animals are able to wander through the camps at all times of the day and night.

Important -Travel Insurance:

It is of importance that each Safari/Tour member has adequate and comprehensive travel insurance covering cancellation or curtailment, as well as medical expenses, emergency travel, personal accident, personal baggage and money loss.

This should be arranged at the time of confirmation and deposit payment to cover you for cancellation from the time of booking. Please note that it is your responsibility to take out insurance, with the cost for your account, and that Milana Tours and Safaris cannot be liable in any way whatsoever should you fail to do so.

Safari/tour Payment deposit and balance:

Payment terms:

• 50% deposit per person for safari/tour; and it may vary with specified hotel terms
• 70% deposit per person for combined Kenya and other tours outside Kenya

Balance due within 6-1 day prior to commencement of your safari/tour arrangements. Payments (deposit & final balance) are preferred by Bank Transfer, Mpesa or credit card online.

For persons from overseas, payments are to be made is USD as quoted. Payments in other convertible world currencies can only be made to us subject to prior agreement and current exchange rate.

Payment by credit/debit cards:

• * To our esteemed visitors and clients that we highly discourage cash transactions on our platform.

We prefer payment by credit card on-line (Visa or Mastercard) through our secure online payment system.

Once your booking is confirmed and your Tour manager has shared with you the invoice, you will then receive an email from Milana Tours and Safaris with a link that directs you to our secure online payment system on request, where you can enter your details and process your payment. Transaction fee is subject to payment of the deposit by debit or credit card.

There is also no transaction fee charged if the full invoice amount is paid at once by Bank transfer, credit card or Mpesa. However your credit card bank may add their own handling fee for processing a payment outside your home country.

Responsibility:

Safari adventure travel in Africa carries some measure of inherent risk including, but not limited to, the hazards of traveling in underdeveloped areas where road conditions and other facilities may be poor or lacking; the forces of nature; and accident or illness in remote regions without means of rapid evacuation.

Bookings are accepted on the specific condition that Milana Tours and Safaris and its team of independent overseas Safari Consultants act only as agents of the passenger in all matters relating to hotels, sightseeing tours, restaurants, all forms of transportation and other services which may be included in these tours. Milana Tours and Safaris may purchase these services from suppliers and other independent contractors, without warranties and representations from them and thus such services are not subject to its control.

The right is reserved to substitute hotels of comparable status and to make any changes in the itinerary where deemed necessary or caused as a result of adverse road or weather conditions, disruptions to airline schedules or any other valid reason.

While all precautions are taken to ensure traveler’s safety and enjoyment on these tours, Milana Tours and Safaris/or its agents and suppliers shall not be liable for death, injury, delay, loss or damage arising from any cause and in any manner whatsoever or change of itinerary or act, including any acts of terrorism, acts of God and government, neglect, accident, error or omission caused by any of these suppliers or independent contractors, their employees, representatives or any event beyond the control of Milana Tours and Safaris.

All baggage is carried at the passenger’s own risk, and Milana Tours and Safaris reserves the right to exclude certain baggage at its discretion.

Safari Transport:

It should be noted that the types of vehicles used for safari transport on rough roads in East Africa are different from tour vehicles on the highways in developed countries and normally they do not have air-conditioning other than the standard ventilation fan.

The Safari 4×4 Land Cruisers used throughout East Africa for overland road safaris on the main highways beyond the parks are of a standardized design with sliding passenger windows.

Open-sided safari viewing vehicles may be used inside the game reserves and conservancies by visitors on fly-in safari packages.

Electricity:

In most of the safari lodges where electricity is provided by a generator, these are turned off late at night until early morning the following day.

Water:

Water from taps in bathrooms is not suitable for drinking and bottled water is provided for drinking and cleaning teeth.

Roads:

The roads between the parks may have rough stretches and the overland journeys can be lengthy as tour vehicles are limited to a maximum speed of 80 KM per hour.

Local flights between national parks/game reserves are an (extra) option when overland transfers are exceptionally long.

Law and Jurisdiction:

All terms and conditions of this agreement shall be governed by and construed in accordance to the laws of Kenya, and any litigation necessary to resolve disputes between the parties shall be held in the courts located in Kenya where such a dispute can be solved through arbitration.

Issues/Complaints on Safari

While every effort shall be made to provide the best services to each guest,any Complaint/Dissatisfaction that may arise during safari travel should be communicated immediately to your Tour manager/Consultant (in writing via Guest relation email/whatsapp) for on-site attention, verification, and immediate address.

A summary of the complaint issues (in case not addressed on-location) should be communicated to the company in writing within 30 days of completion of the safari tour for necessary action.

The complaints/issues raised will be investigated and addressed within 30 days of receipt of a formal complaint. Genuine Compensations/Settlements shall be made within 30 Days of the official complaint receipt.