BOOKING TERMS AND CONDITIONS
When planning your vacation, it is easy to be swept away by the holiday spirit and overlook the blueprints which are not part of your holiday dream. However, the information in your Holiday Guide and Booking Conditions is very important as it forms the basis of your agreement with Vacations Quest and we ask you to take your time and read it carefully. In particular, the Booking Conditions detail our responsibilities to you and yours to us and provide guidelines to cover circumstances which may arise.
Though prepared with great care, these terms are for reference purposes only. Vacations Quest or any of its employees will not accept any liabilities for changes, errors or omissions nor for any resultant or consequential charges or liabilities incurred by any organization or individual.
CONSENT TO TERMS AND CONDITIONS
These booking conditions will form part of your contract with Vacations Quest, Nairobi, Kenya. That contract and any matters arising from it are governed by Kenyan law and subject to the jurisdiction of the Kenyan Courts. Different terms and conditions may apply as between you any of the hotels, car rental companies, tour operators, airlines etc. involved in providing your holiday.
GENERAL INFO, TRAVEL DOCUMENTAIONS, VISA RULES
Visitors must be in possession of a valid visa (if applicable in your nationality) together with relevant health documentation upon arrival in both Kenya and Tanzania or may purchase a visa at the airport upon arrival. Different regulations do apply according to nationalities and countries of origin. Kenya is now enforcing “blank pages”, condition of entry. Those requiring a visa (including all British citizens) are now advised to have at least two blank pages available in their passport on arrival, failure to meet this requirement could mean that entry will be refused. At the time of printing, US citizens require visas for entry into Kenya, Tanzania, Uganda, and Zanzibar. Non-US citizens should check with the specific embassies or consulates for their requirements. Visa requirements are subject to change without notice, and we recommend you check with the appropriate embassy or consulate. Passengers are responsible for ensuring they have the correct visas and documents.
CUSTOMS, ENTRY AND EXIT REGULATIONS
Generally, personal effects such as cameras, laptops, computers and films may be imported temporarily free of duty in Kenya and Tanzania. However a customs bond may be required for professional video equipment, sound recording instruments, radio communications equipment, musical instruments and souvenirs from other countries. This is to ensure that goods can be re-exported. Firearms need a special permit, which must be obtained well in advance. Excess baggage is strictly monitored by all airlines and charges for excess weight can be very high. Expect customs officials to inspect baggage on arrival and departures.
Currency control regulations prohibit the export of local currency. There are no restrictions however on the amount of foreign currency a visitor may import. Only authorized foreign exchange bureaus and banks are permitted to transact foreign exchange.
MEDICAL SERVICES AND ADVICE
Both Kenya and Tanzania enjoy an invigorating climate and visitors need not concern for their general health during the course of their stay. By far the biggest risk is Malaria, which is endemic in certain areas. Anti-Malaria medication should be taken according to the advice from your local medical practitioners. Visitors requiring special medication should pack sufficient supplies in their hand-luggage. Chemists and pharmacies are generally well stocked, however the names of some generic medications can differ. Consult your medical practitioner for advice on alternative medication to take as some medication may not be readily available. Tap water is generally safe within Nairobi, mineral water is available in most camps, lodges and hotels throughout Kenya and Tanzania (in many resort purified drinking water if provided free).
We strongly recommend that you the TRAVELER is adequately insured for the full duration of the tour in respect of illness, injury, trip cancellations, death, loss of baggage and personal items, cancellation and curtailment. The choice of insurer is the sole discretion of the client. Please note that IF YOU CHOOSE NOT to purchase a comprehensive Insurance, WE will NOT be responsible for any damages incurred.
Visitors to the region should take the same care as they would normally while visiting any other destination worldwide. By keeping vigilant, visitors can reduce the risk of incident. We do advise our clients not to take expensive jewelries on holiday with them and to watch hand bags, wallets and cameras when walking in crowed places. Walking at night in unlit areas is not advisable. We strongly recommend that all our visitors utilize safety deposit boxes when and where they are available for one’s peace of mind.
BOOKING POSTPONEMENT/CANCELLATION TERMS SPECIFIC TO COVID-19 PANDEMIC:
Bookings confirmed and secured with a deposit but affected by official COVID-19 related travel bans/restrictions will be eligible to postpone travel arrangements for travel within two years (24 months) of the original date at no extra cost. Vacations Quest will hold credit to the value of their booking until they reconfirm.
Safari booking postponement shall be governed by the below terms:
* Changes to existing bookings must be communicated to Vacations Quest up to a minimum 15 days prior to safari starting date.
Bookings shall be rebooked for similar period/season of year previously booked for (Example High, Low & Peak seasons)
* In case of season / period rebooking variation, price difference between the respective seasons shall be added/reduced
In cases of safari rebooking, accommodation shall be provided in the originally confirmed accommodations or a superior version
*Due to the global magnitude of the COVID-19 pandemic our guest refunds (specific to the COVID-19 cases) shall be done within 150 days upon receipt of cancellation for the booking.
*In the event where a deposit has been paid and tour date has not been set yet, Such deposit validity will be 1 years [365 day] . This will be counted from the initial safari date and not the date the safari was booked.
Other Booking terms conditions apply.
(Please note that this can however be reviewed as the situation unfolds)
- RESERVATION, PAYMENT AND DEPOSITS
A binding contract between you the client/s and Vacations Quest only exists when we have accepted your booking by issuing an invoice and a deposit has been paid by you. The deposit of 20% of the invoice must be paid 48hours up on receiving our invoice and the remainder 30 days or more before commencement of our services. If payment is not received by the due date, we reserve the right to treat the booking as having been cancelled by you, and apply cancellation charges as set out in section 3 below.
This Include all expenses as outlined in the itineraries, brochures or website. Rates exclude International airport taxes (where applicable), Passport and visa fees, alcohol, soft drinks and meals other than those specified, laundry, telephone calls, scheduled flights (unless otherwise indicated), medical charges for inoculations, anti-malarial, gratuities, excess baggage charges as imposed by airlines, forwarding of baggage and purchases, curios , any shipping charges , international air transportation or internal air tickets (unless indicated), personal travel insurance-cover and all other expenses of a personal nature. Published prices are based on costs at the time of publication. All rates may be subject to change without prior notices following Government directives, park fees increments, fluctuations in currency exchange rates, fuel surcharges and such force majeure. We reserve the right to change published prices at any time before your booking is made.
- CANCELLATIONS & REFUNDS
Payments to be made through Bank Wire Transfer
Cancellation must be notified in writing and will take effect the day it is received by VACATIONS QUEST
Any Booking/safari deposit paid shall be refunded less the cost of cancellation fees levied by hotels and administrative costs as below.
No of days Percentage forfeited of tour price
From time of booking to 120 Days 10% of the deposit forfeited
119-90 Days 25% of the Total Tour Cost forfeited
89-60 Days 50% of the Total Tour Cost forfeited
59-31 Days 75% of Total Tour Cost forfeited
30 Days or Less/NO SHOW 100% Total Tour Cost forfeited
Should you wish to make any changes to the confirmed arrangements, Vacations Quest will endeavor to assist. Vacations Quest in its absolute discretion, reserves the right to alter any route or their arrangements, offer substitutes, or to completely cancel the whole or any portion of a tour, should conditions necessitate. The right is also reserved to decline the acceptance of any person as a member of a tour should the presence of that person be prejudicial to the good conduct of the tour, or be contrary to the laws of the country visited.
Amendments to confirmed arrangements
Vacations Quest offers its clients customized packages of ground and / or air services using various suppliers. The price of your travel arrangements is subject to the possibility of changes and surcharges beyond our control and may occur in connection with governmental action, currency exchange rate fluctuation and increases in suppliers’ prices.
- VACATIONS QUEST RESPONSIBILITY AND LIABILITY
Vacations Quest make arrangements for hotel / lodges / camp accommodations, for transport and conveyance by whatever means, as Agents, on the express condition that Vacations Quest shall not be liable for any injury, damage, loss, accident, delay or irregularity which may be occasioned by reason of any defect in any vehicle, or through the acts of defaults of any company or person engaged in conveying the passenger or in carrying out the arrangements of the tours, or otherwise in connection therewith, or any hotel/lodge proprietary or servant. Vacations Quest accepts no responsibility for losses or additional expenses due to delays or changes in train, steamer, motor, air or other services, sickness, weather, strikes, civil disturbances, war, quarantine, natural disasters, force majeure, or other similar causes. All such losses or expenses will have to be borne by passenger. Such conveyance, etc. is subject to the laws of the country in which the tour takes place and all claims are subject only to jurisdiction of courts of the country in which the cause of action arises. Vacations Quest reserves the right to employ sub-contractors to carry out all, or part of the services provided and in the event of such right, the terms and clauses above relating to Vacations Quest’s liability shall apply.
- SAFARI TRANSPORT
Vacations Quest operates both off-road 4×4 safari vehicles as well as non 4x4Tour cars, pop up top Safari minivans from our own fleet as well as sub-contracted form well selected 3rd party suppliers/ transporters. During your safari, we will provide the aforementioned vehicles with pop up roof, sliding windows to enable good game viewing and unlimited photography. In cases of a technical problem with our vehicles, we will make an effort to replace such for your comfort and safety, and in such scenarios, we The company reserves the right to employ the services of same standard sub-contractors. our vehicles come with professional English Speaking driver Guides….You may be required to pay a supplementary cost for special requests on Guides who speak ‘other ‘/ a different foreign language.
- SAFARI ACCOMMODATION
VACATIONS Quest tour packages comes in two categories of Luxury and Budget (semi luxry camping using budget self contained camps/basic facilities) accommodations. All our accommodation prices are based on two persons sharing in a twin room / tent. Single rooms are provided at an additional cost (single room supplement). Hotel /lodges / tented camps are named as an indication of category and accommodation may be reserved at same standard hotels/lodges /tented camps. In this case, you shall be notified on your safari accommodation in advance.
REGISTERING OF COMPLAINTS
We try our best to offer a memorable experience for each traveler booking with us. Naturally and occasionally, things may not seem to work as planned and things may go wrong. If you have any complaints or any problems while on vacation with us, you need to talk to your guide, tour manager, the supplier of the service or the local representative to clarify on the situation or problem first. Dealing with such situations on the spot will enable us to find the best possible solutions to the problem.
Have it in mind that it will be unreasonable to hold back and only complain while you are back in your home country, while you didn’t raise such issues or take any actions while still on your vacation.
Should you remain unsatisfied after departure, kindly address your issues/complaints in a detailed written form within 14 days of end of our services per the contract.
Call or Write to Us at
Box: 52828 -00200
Nairobi – Kenya
Ruprani House, Moktar Daddah Street
Tel: +254 20 804 2069
After Office hours +254788788499