Terms & Conditions

These Terms and Conditions (“Terms”) govern the provision of travel planning, booking, and advisory services by Saro Tours & Travels (“Saro Tours”, “we”, “us”, or “our”). By submitting an enquiry, paying a deposit, or travelling on an itinerary arranged by us, you accept these Terms. They are aligned with the Tourism Act, 2011 (Kenya), the Kenya Consumer Protection Act, 2012, international consumer law principles, and applicable industry codes of practice.

- Tailor-made and pre-packaged tours, safaris, and excursions within Kenya, East Africa, and global destinations

- Accommodation, transport, guiding, and activity arrangements through accredited partners

- Travel advisory services covering visa requirements, health advisories, insurance guidance, and sustainability best practices

- 24/7 emergency assistance for clients on active travel managed by Saro Tours

- A quotation is valid for the period stated, subject to availability. Rates may change due to third-party adjustments before confirmation.

- A booking is confirmed once we receive written acceptance of the itinerary and the required deposit or full payment.

- You warrant that all travellers have the legal capacity to enter into contracts and that all information supplied is accurate and up to date.

- We reserve the right to decline or cancel a booking if it contravenes safety, legal, or ethical obligations or if payment requirements are not met.

- Prices are quoted in the currency indicated on your itinerary and include applicable taxes unless stated otherwise.

- Deposits typically range between 30% and 50% of the total trip cost, depending on supplier requirements. The balance is due on the timeline specified in your invoice.

- Payments can be made via bank transfer, mobile money, or secure card payments processed by vetted third-party gateways.

- Failure to pay the balance by the due date may result in automatic cancellation and forfeiture of deposits, subject to supplier terms.

- Obtain and carry valid passports, visas, health certificates, and vaccinations required for each destination.

- Comply with immigration, customs, wildlife, and conservation regulations, including the East African Community Tourism laws where applicable.

- Maintain respectful conduct toward guides, fellow travellers, local communities, wildlife, and cultural heritage sites.

- Purchase comprehensive travel insurance covering medical emergencies, trip cancellation, baggage loss, personal liability, and COVID-19 disruptions.

- Requests to amend confirmed services will be accommodated subject to availability and any supplier-imposed fees. Additional costs arising from amendments are payable by the traveller.

- Cancellation terms vary per trip component. Unless otherwise stated, the following minimum charges apply: more than 60 days before departure—loss of deposit; 31–60 days—50% of total cost; 0–30 days—100% of total cost.

- Certain services (including airline tickets, permits, and promotional packages) may be non-refundable. Specific policies will be detailed in your confirmation invoice.

- Refunds, where authorised, will be processed within 30 business days less any unrecoverable third-party costs and bank charges.

We are not liable for delays, changes, or cancellations caused by events beyond our reasonable control, including natural disasters, epidemics, government actions, civil unrest, strikes, airspace closures, or supplier insolvency. If a force majeure event occurs, we will offer alternative arrangements or credits where possible in accordance with Kenyan law and global tourism best practices.

- Adventure and wildlife travel entails inherent risks. You participate voluntarily and are responsible for ensuring that you are medically fit for your chosen itinerary.

- We rely on guidance from the Kenya Ministry of Health, World Health Organization, International Air Transport Association, and destination authorities. We may modify services to comply with health advisories.

- You must inform us of any pre-existing medical conditions or special requirements at the time of booking to allow reasonable accommodations.

- We exercise due diligence in selecting experienced suppliers but act as an agent for third-party providers. Each supplier’s terms and liability limitations apply to the relevant service.

- To the fullest extent permitted by law, Saro Tours is not liable for indirect losses, consequential damages, loss of enjoyment, or expenses arising from circumstances outside our control.

- Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded under Kenyan law.

All logos, trademarks, itineraries, images, and written content on our platforms are the intellectual property of Saro Tours or our licensors. You may not copy, reuse, or distribute content without prior written consent.

We process personal data in line with our Privacy Policy and applicable data protection legislation. By engaging our services, you acknowledge that your personal data may be transferred internationally to fulfil travel arrangements. Review the Privacy Policy for details on your rights and how to exercise them.

- Please raise any concerns with your consultant or guide as soon as possible so we can resolve them promptly.

- Formal complaints should be submitted in writing to info@sarotoursandtravels.com within 30 days of your trip end date.

- We will acknowledge complaints within 7 business days and aim to resolve them within 30 business days, in line with ODPC and Kenya Tourism Regulatory Authority guidance.

- Disputes that cannot be resolved amicably may be referred to mediation or arbitration in Nairobi, Kenya. You may also seek recourse through the ODPC or relevant consumer protection bodies in your jurisdiction.

These Terms are governed by the laws of the Republic of Kenya. Where international consumer protections apply, they operate concurrently to the extent they do not conflict with mandatory Kenyan law.

We may amend these Terms to reflect legal or operational changes. Updates take effect when published on our website. Continued use of our services after changes constitutes acceptance of the revised Terms.

Email: info@sarotoursandtravels.com

Phone: +254700134965

Address: Mogotio 20, Westlands, Nairobi, Kenya