Refund Policy

Noomurua Field Safaris (“we”, “us”, or “our”) provides travel services including safari planning, accommodation bookings, transport arrangements, and guided tours. We are committed to delivering transparent, high‑quality services that meet your expectations. This Refund Policy explains when and how refunds are issued under our Money‑Back Guarantee.

Money‑Back Guarantee

We want your safari to be a memorable and enjoyable experience. If our service fails to meet the standards described in your booking confirmation, you may be eligible for a refund under our Money‑Back Guarantee. However, full refunds are only provided in specific circumstances, as outlined below.

Most of our customers are highly satisfied, and many return to us or refer friends and family. Nevertheless, if something goes wrong, you may appeal to our refund policy. Each request will be investigated by our management team to determine whether a refund is justified. We always strive to be fair and ensure our customers are delighted with their experience.

Circumstances That May Qualify for a Refund

• Tour cancellation due to insufficient participants: If a scheduled safari or tour requires a minimum number of participants and we must cancel because that minimum is not met, you will receive a full refund or the option to book an alternative tour.
• Material change to the itinerary: If we make a significant, unannounced change to your confirmed itinerary (e.g., substituting a lodge with a lower‑category property, or cancelling a key activity) and you decide not to proceed, you may be entitled to a partial or full refund.
• Service failure directly attributable to our negligence: If we fail to provide a service that was explicitly promised in your booking (e.g., no driver‑guide appears, or accommodation is not as confirmed), we will investigate and may issue a proportionate refund.

Circumstances That Do Not Qualify for a Refund

• Change of mind or voluntary cancellation after booking: Once hotels, transport, or park fees have been confirmed and paid, no refund will be given for voluntary cancellations. This includes no‑shows on the day of departure.
• Unused portions of a tour: If you decide to skip any part of the itinerary (e.g., a game drive or a night’s accommodation) after the tour has started, no refund will be made for the unused portion.
• Flights and third‑party bookings: Safaris that include flights or tickets for external services (e.g., hot air balloon rides, entrance fees) cannot be refunded or changed once confirmed.
• Instant confirmation products: Items such as park entry fees, museum tickets, or pre‑paid activities that are confirmed instantly are non‑refundable.
• Payments made outside official channels: Any payment made through unofficial or unauthorised methods will not be eligible for a refund.
• Force majeure: Events beyond our control (e.g., natural disasters, political unrest, pandemics, airport closures) may lead to cancellation. In such cases, refunds are subject to the policies of our suppliers (lodges, airlines, etc.) and may not be guaranteed.

Refund Process

If you believe you are entitled to a refund, please contact us within 7 days of the incident. Include your booking reference and a detailed explanation. Our management will investigate and respond within 14 business days. If your claim is approved, the refund will be processed within 3 business days using the original payment method. Please note that we are not responsible for any delays, fees, or irregularities caused by your bank or payment provider.

Upgrade Costs

If we offer you an alternative package that is more expensive than your original booking, you may choose to pay the difference or decline the alternative. In the case of decline, a full refund will be issued as described above.

Contact Us

If you have any questions about this Refund Policy, please contact us:

• By email: info@noomuruafieldsafaris.co.ke
• By phone: +254759705159
• By post: Noomurua Field Safaris, Nairobi, Kenya