Refund & Cancellation Policy

Last Updated: 21st October 2025

At Karibu Concierge Kenya, we strive to provide exceptional service and flexibility. This Refund and Cancellation Policy explains how cancellations, modifications, and refunds are handled across our services — including travel, safaris, event planning, relocation support, and transportation.

By confirming a booking with us, you agree to the terms below.

1. General Policy

All cancellations or refund requests must be made in writing to hello@karibuconcierge.com.
Refunds are processed based on the specific service provider’s terms (such as hotels, transport companies, or venues).
Processing times for approved refunds are typically within 14 working days.
Refunds, where applicable, will be issued through the same payment method used for the booking.

2. Travel, Tours & Safari Bookings

A deposit may be required to confirm travel or safari packages.
Cancellations made more than 30 days before the start date will receive a refund minus a 10% administrative fee.
Cancellations within 15–30 days before the start date will incur a 50% cancellation charge.
Cancellations made within 14 days or no-shows are non-refundable.
Changes to travel dates are subject to supplier approval and availability.

3. Event & Conference Planning

Event deposits are non-refundable once suppliers, venues, or logistics have been secured.
For cancellations made at least 21 days before the event, partial refunds may be considered after deducting non-recoverable costs.
Postponements are subject to venue and supplier availability.
No refunds for services already rendered or costs already incurred.

4. Transportation Services (Car Hire, Airport Transfers, Group Travel)

Cancellations made more than 48 hours before the scheduled service are eligible for a full refund.
Cancellations made within 24–48 hours before the service incur a 50% charge.
Same-day cancellations or no-shows are charged 100% of the booking value.
If a vehicle or driver is unavailable due to unforeseen issues, a full refund or replacement service will be offered.

5. Accommodation & Relocation Support

Accommodation refunds follow the respective hotel or property management policy.
Short-term and long-term stay deposits may be partially refundable, depending on contract terms and notice period.
Administrative or agency fees for relocation services are non-refundable once property searches have begun.

6. Service Modifications

We understand plans can change. Karibu Concierge will assist in rescheduling or modifying bookings whenever possible, subject to supplier approval and new availability.
Any price differences due to date or service changes will be communicated before confirmation.

7. Non-Refundable Circumstances

No refunds will be issued for:

Unused portions of booked services.
Missed transfers, tours, or events due to client delays.
Changes due to weather, natural disasters, or force majeure events beyond our control.
Visa denials, expired travel documents, or personal travel restrictions.

8. Force Majeure

In case of unforeseen circumstances (e.g., political instability, pandemics, strikes, or natural disasters), we will make every effort to reschedule or issue partial refunds where possible, in accordance with supplier policies.

9. Contact Us

For any questions or to request a refund, please contact:
📧 Email: hello@karibuconcierge.com
🌍 Website: www.karibuconcierge.com
📍 Location: Nairobi, Kenya