REAL AFRICA LIMITED BOOKING CONDITIONS
1.1 These booking conditions and any other written information we bring to your attention when we confirm your booking apply to your booking with Real Africa Ltd., P.O. Box 7069 – 00200, Nairobi, Kenya (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to “you”, “your”, “the client” and “the customer” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions then please contact us.
1.2 We act as a booking agent for hotels, airlines, ground transporters, boat operators, hot air balloon companies and other independent contractors providing accommodations, transportation, and other services that we subcontracts on behalf of our clients. Each of these companies is an independent company and is not subject to the control of Real Africa Ltd. We therefore will not be liable for any personal injury, property damage or loss which may occur as a result of using such subcontracted services however, we will always endeavour to contract services of companies which in our discretion, deliver the contracted services in the appropriate quality while adhering to the laws of the land.
2.1 By making a booking with us, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and that you are over 18 years of age.
2.2 When you make your booking you must pay the relevant deposits as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later or you may incur charges to make the changes later and it may harm your rights if we are not notified of any inaccuracies in any document immediately.
2.3 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Please ensure that the names given are the same as in the relevant passport.
3.1 You will be required to pay a deposit or make full payment for your booking at the time of making the booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you. Should you fail to remit payments in line with the set time frames, we reserve the right to treat the booking as cancelled and thereby apply any resultant penalties.
3.2 A deposit of 30% of the total booking value is required in order to confirm part or all of the booking. Certain suppliers impose more stringent payment policies. Should your program include services of such suppliers, we will advise you at the time of booking if your booking will require some additional deposit payments, or if it is subject to other stricter deposit conditions.
The balance is payable 60 days before the date of the first service by Real Africa Limited.
4. Cancellation of booked services
4.1 Cancellations or Changes by Client
Cancellations of part or all of a booking must be received by us in writing at least 61 days before the service date. Cancellations received less than 61 days before the service date will incur the following penalties:
|PEAK SEASON||HIGH / MID / LOW SEASON|
|0 – 15 days 100%
16 – 30 days 50%
31 – 60 days 25%
|0 – 7 days 100%
8 – 14 days 50%
15 – 30 days 25%
Some suppliers impose stricter cancellation fees and conditions. Bookings for services of such suppliers will be subject to different cancellation terms and this will be advised at the time of booking.
4.2 Deposit payments for group bookings are non-refundable.
4.3 Cancellations or Changes by Real Africa Limited
Real Africa Limited reserves the right to discontinue and summarily cancel any booking in respect of which payment has fallen in arrears. In the event of this right being exercised, relevant cancellation penalties will be payable by the client or deducted from any deposit payments already made.
We are committed to maintaining a close and mutually beneficial relationship with all our clients. We realize that the satisfaction of our clients is our greatest asset. Our morals therefore are guided by a high level of professionalism, honesty and Integrity. From the time you send us your first inquiry, you will be served by a dedicated consultant till the time you return home. Your travel arrangements will be reviewed every so often in order to eliminate chances of errors and omissions. In the unlikely event that we have to cancel, amend or curtail your travel arrangements due to our negligence, our failure to exercise care in making the arrangements for you and /or breach of our contractual agreement, we will take liability.
THE KENYA ASSOCIATION OF TOUR OPERATORS
We are a Member of the Kenya Association of Tour Operators (KATO), membership number FC. 401.
We are obliged to maintain a high standard of service to you by KATO’s Code of Conduct. We can also offer you KATO’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, you may visit www.katokenya.org to use KATO’s simple procedure. Further information on the Code and KATO’s assistance in resolving disputes can be found at http://www.katokenya.org.
Note: We reserve the right to withdraw any tour announced on this website or on any of our publications and to make such alterations to the itineraries as may be deemed desirable for the proper carrying out of the tours. In the event that it becomes necessary in our discretion to alter the arrangements or itineraries for the clients’ comfort or welfare, for any reason whatsoever, such alterations may be made without penalty to Real Africa Limited. Additional expenses if any shall be borne by the client. We reserve the right to decline, to accept or retain any person as a member of any group participating in any of our tours at any time. If in the reasonable opinion of a person in authority such as our Safari guide, a member of our management team, a pilot or captain, a client is not fit to travel or is likely to disturb or harm other members of a tour, we reserve the right to discontinue such a client from the tour. In such a case, no refund will be paid to the client for any lost accommodations or services and the cost of any other or extra accommodations or travel arrangements will be the client’s responsibility.
4.4 Changes or Cancellations by 3rd Party Suppliers
We will inform you of any changes or cancellations made by 3rd party suppliers as soon as is reasonably possible. If the supplier offers alternative arrangements or a refund, we will inform you promptly. We accept no liability for any changes or cancellations made to your arrangements by 3rd party suppliers, however we will always endeavor to secure the best alternatives or compensations from the concerned supplier(s) for you.
Please be aware that the booking conditions of suppliers will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the facilities in the resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) that may be made against us by the supplier or any third party as a result of your conduct.
- Accommodation Ratings and Standards
6.1 Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
6.2 Safety standards in some countries may differ from those applicable in the countries where we operate. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.
- Domestic Flights
7.1 Please take special note that for all air travel within the the East African Community, airlines require photographic identification, eg your passport.
7.2 Please also note that luggage allowance on all scheduled and private flights to the parks in East Africa is strictly 15kg /33lbs (all luggage including hand luggage) packed in light-weight, soft-sided bags.
The airlines reserve the right to refuse to carry any excess luggage or any large suitcases.
- Passports, Visas and Health
We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, health or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
- Special Requests & Important Information
The client must either directly or through their travel agent, advise us in writing of any special requests or important information about themselves such as diet, physical disability and any need for special treatment or handling at the time of booking. We will pass on all such requests to the suppliers but we do not guarantee that they will be met and we will have no liability to you if they are not.
All clients booked on any of our Adventure holidays will be required to sign our indemnity forms before the commencement of the tour.
- Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or any 3rd party supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.
Adequate travel insurance is a condition of your contract with us. You must take out a policy of insurance to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.
- Law and Jurisdiction
These booking conditions are governed by the Kenyan law and the parties agree to submit to the exclusive jurisdiction of the courts of Kenya unless otherwise agreed.
Great care has been taken while compiling the data and information contained on this site. Nevertheless, we do not accept liability for any errors or omissions nor for any charges or costs incurred by any organization or individual as a result of using the information on this site.