Refund Policy

1. Introduction

Thank you for choosing Naona Maasai Tours for your travel needs. This Refund Policy outlines our guidelines and procedures regarding refunds for our tourism services. We strive to provide excellent customer service and ensure your satisfaction with our offerings.

2. Booking and Cancellation

a. Booking confirmation: Once you have booked a tour or service with us, you will receive a booking confirmation along with the relevant details of your reservation.

b. Cancellation by the customer: If you need to cancel your booking, please notify us as soon as possible. The cancellation terms and conditions may vary depending on the specific tour or service booked. We recommend reviewing the cancellation policy outlined in your booking confirmation or contacting us directly for more information.

3. Refund Eligibility

a. Non-refundable services: Some tours or services may be designated as non-refundable. In such cases, no refund will be provided if you decide to cancel or do not show up for the scheduled activity.

b. Refundable services: For services that are eligible for a refund, the following conditions apply:

i. Cancellation within the specified refund period: If you cancel your booking within 30 days before your safari trip, as stated in your booking confirmation, you may be eligible for a refund. The refund amount may be subject to 10% deductions for cancellation fees or non-refundable portions of the service.

ii. No-shows or late arrivals: If you fail to show up for the scheduled activity or arrive late without prior notification, no refund will be provided.

4. Refund Process

a. Refund requests: To initiate a refund request, please contact us directly through the provided contact information. Include your booking details and the reason for your refund request.

b. Refund assessment: Each refund request will be assessed on a case-by-case basis, taking into consideration the specific tour or service, the cancellation policy, and any extenuating circumstances.

c. Refund approval: If your refund request is approved, we will process the refund using the original payment method used for the booking. Please note that the time it takes for the refund to be credited may vary depending on your financial institution or payment provider.

5. Changes and Amendments

a. Tour changes: In some cases, we may need to make changes or amendments to the itinerary or details of a tour or service due to unforeseen circumstances, such as weather conditions or safety concerns. If we need to modify the tour significantly, you will have the option to accept the changes or request a refund.

b. Refunds for changes: If we make significant changes to the tour or service, and you choose not to proceed with the modified arrangement, you may be eligible for a refund. The refund amount will be determined based on the portion of the service that was affected by the changes.

6. Contact us

If you have any questions, concerns, or requests regarding our Refund Policy, please contact us using the provided contact information.

Please note that this Refund Policy should be read in conjunction with our Terms and Conditions, which govern the use of our website and the provision of our services.