In short

  • You book with the hotel, host, tour operator or car-hire firm (the “partner”). We arrange the booking and take your payment on their behalf.
  • Before you pay, you’ll see the price, what’s included, and the partner’s cancellation policy. That policy applies to your booking, but it can never take away the minimum protections in section 6.
  • If the partner cancels or can’t provide what you booked, you get a full refund or an equal alternative.
  • Help is at cx@kenyageographic.com or +254 792 25 25 25.

These Booking Terms form part of our Terms of Use. They apply when you book a hotel, short stay, tour or car rental on kenyageographic.com.

1. Who you are booking with

When you book, your contract for the stay, tour or car hire is with the partner named on the listing and in your confirmation. Kenia Geographic Ltd (Kenya Geographic) acts as the partner’s agent: we show their offer, take your booking and payment, send your confirmation, and handle refunds that are due.

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The partner is responsible for providing what you booked, safely and as described.

2. Making a booking

  • Check the listing carefully: dates, number of guests, room or vehicle type, what is included (and not included), check-in and pick-up times, and the Policies section.
  • A booking is confirmed when you have paid and received our confirmation email. Your booking also appears in your account, where you can download it as a PDF.
  • If something in your confirmation looks wrong, tell us within 24 hours so we can fix it with the partner.
  • The name on the booking should be the name of the main guest or driver. Partners may ask to see ID at check-in or pick-up, as hotels and car-hire firms are required to.
  • Some partners need to approve a booking request before it is confirmed. If they decline or don’t reply within 24 hours, you are not charged, or you are refunded in full.

3. Prices and payment

  • The price you see is set by the partner and includes the taxes and levies they charge. The checkout shows the total you will pay, including the payment processing fee, shown as a separate line.
  • Prices are always charged in Kenya Shillings. Any other currency shown is an estimate (see our Terms of Use, section 6).
  • You can pay through Paystack by card (cards issued in Kenya), M-Pesa, Airtel Money or Pesalink.
  • Deposits and pay-later. Some partners take a deposit now and the balance later, or ask you to pay part on arrival. The listing and your confirmation show exactly what is paid when and to whom.
  • Extras on the spot. Things you buy directly from the partner during your stay or tour (meals, park fees, fuel, activities) are between you and the partner, unless they were included in your booking.

4. Changing or cancelling your booking

  • The partner’s cancellation policy applies. It is shown on the listing (under Policies) and in your confirmation, and it says whether you can cancel free of charge, until when, and what you get back after that. Some offers are non-refundable; this is shown clearly before you pay.
  • How to cancel or change: from your account, or by emailing bookings@kenyageographic.com with your booking number. Changes to dates or guests depend on the partner’s availability and may change the price.
  • Refunds you are due under the partner’s policy are paid back to the card, M-Pesa account or method you used, within 7 working days of the cancellation being confirmed. Your bank or mobile money provider may take a few more days to show it.
  • The payment processing fee is refunded in full if the partner cancels, if the booking is not confirmed, or if you cancel within a free-cancellation period. If you cancel after that, the processing fee is not refunded, because it has already been paid to the payment provider.
  • No-shows. If you don’t arrive and haven’t cancelled, the partner’s no-show rule applies, which usually means no refund.

5. If the partner cancels or can’t provide what you booked

If the partner cancels, overbooks, or can’t provide the essential parts of your booking (for example, the room type, the tour, or the vehicle class you booked):

  • they must offer you an alternative of the same or better standard, at no extra cost, including transport to it; or
  • if you don’t accept the alternative, you get a full refund of everything you paid, including the payment processing fee.

If the property, tour or vehicle is significantly different from its description, tell the partner and us straight away, ideally with photos, so we can try to put it right while you’re still there.

6. Minimum protections that always apply

Partners may write their own policies, and those apply to your booking when they were shown to you before you paid. But no partner policy can go below these minimums:

  1. Your rights under the Consumer Protection Act, 2012 and other Kenyan law.
  2. A full refund or an equal alternative if the partner cancels, overbooks or can’t provide what you booked (section 5).
  3. A refund of any amount charged by mistake, or charged twice.
  4. A full refund if your booking was never confirmed.

A partner may always offer you better terms than these. If a partner’s policy is unclear, we read it in your favour.

7. Your responsibilities

  • Give accurate details for everyone in your booking, and make sure the person checking in or driving meets the partner’s rules (for example minimum age, driving licence, ID).
  • Follow the partner’s house rules, park rules and safety instructions, and treat property and vehicles with care. Partners may charge you for damage you cause, as set out in their policy or deposit terms.
  • Arrange your own travel documents, visas, vaccinations and travel insurance. We recommend insurance that covers cancellation, medical care and lost belongings.
  • Check that the booking suits any accessibility or health needs. If something matters to you, ask the partner through us before you book.

8. Car rentals

In addition to the above:

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  • The driver must meet the partner’s age and licence requirements and show a valid licence at pick-up.
  • The rental agreement you sign at pick-up (insurance excess, mileage, fuel policy, cross-border use) is between you and the car-hire firm. Read it before you sign.
  • Fines, tolls and parking charges during your rental are your responsibility.

9. Tours and safaris

  • Itineraries can change because of weather, road conditions, wildlife movements or park rules. The operator will try to give you a comparable alternative. If an essential part of the tour can’t go ahead, section 5 applies.
  • Park and conservancy fees are shown as included or excluded on the listing.
  • Follow your guide’s safety instructions at all times.

10. Events beyond anyone’s control

If floods, closed roads, unrest, a public health order or similar events make the booking impossible, the partner will offer a new date or a refund in line with their policy and Kenyan law. Where a full refund is due, we pass it to you as soon as we receive it from the partner.

11. Reviews

After your stay or tour you may be invited to leave a review. Only guests who completed a booking can review it. Our Reviews Policy explains how reviews are checked and published.

12. Our role and responsibility

We are responsible for taking your booking accurately, passing on the partner’s information, keeping your payment secure, and paying refunds that are due. The partner is responsible for the service itself. Our responsibility to you is set out in section 11 of our Terms of Use.

13. Help and complaints

Contact us at bookings@kenyageographic.com or +254 792 25 25 25, with your booking number. During your stay or tour, contact the partner first for anything urgent on the spot, then tell us. Our [Complaints & Disputes] page explains what happens next.

These Booking Terms are governed by the laws of Kenya.

Last Updated: 14/11/2026

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