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Cancellation Policy
How amendments, cancellations and refunds work for every booking made with Rumaa Tours and Safaris.
Last updated 13 October 2026
Overview
At Rumaa Tours and Safaris we are committed to creating exceptional travel experiences, and we understand that plans sometimes need to change. This policy explains how we handle booking amendments, cancellations and refunds.
Booking Confirmation
Making a payment to Rumaa Tours does not automatically secure your reservation. Every booking is confirmed by email within 1 to 2 business days of payment.
This cancellation policy takes effect once both your reservation and your deposit payment have been confirmed.
Requesting Cancellations
All cancellation requests must be made in writing. Please contact us using the details below:
- Email: info@rumaatours.com
- Office number: +254 723 369 068
Amendment Guidelines
- Itinerary changes are not permitted once your tour has begun.
- Changes requested before departure may involve updated pricing.
- All amendment requests should be emailed to info@rumaatours.com.
Refund Eligibility
What qualifies for a refund
- Tours that require a minimum number of participants but do not reach it. Affected travellers will receive a full refund or may choose a comparable alternative.
- Extenuating circumstances, which are assessed case by case.
Please note that a substitute tour may cost more than the original booking and may require an additional payment.
What does not qualify for a refund
- No-shows on the scheduled departure day.
- Unused parts of a tour after departure, whatever the circumstances.
- Airfare included in package pricing, which is non-refundable and non-transferable.
- Hotel extensions and instant-confirmation products, such as admission tickets and city passes, once confirmed.
Cancellation Fee Structure
The following cancellation fees apply to all reservations unless your tour lists different terms under “Special Notes”. Please review all tour details carefully before booking. Rumaa Tours honours individual tour policies where they apply.
Cancellation charges depend on the time between your cancellation request and the tour’s scheduled start date.
| Cancellation timeframe | Cancellation charge |
|---|---|
| 30 or more days before departure | Loss of deposit only |
| 15 to 29 days before departure | 30% of the total tour cost |
| 11 to 14 days before departure | 50% of the total tour cost |
| 10 days or fewer before departure | 90% of the total tour cost |
| 48 hours or fewer before departure | 100% of the total tour cost |
Important: once your tour begins we cannot refund unused portions or services. Any mid-tour changes or early departures are entirely at your own expense and responsibility.
Non-refundable bookings are not eligible for refunds, regardless of when the cancellation is made.
Additional Cancellation Terms
- Neither the notification day nor the departure day is counted when calculating the cancellation timeframe. For example, for a departure on 4 April, a cancellation received on 1 April counts as two days before departure.
- Tours departing within 10 days are not eligible for refunds.
- All cancellations must be processed directly through Rumaa Tours, not through third-party providers.
- Approved refunds are processed within 14 days to the original payment method.
- Refunds are issued only to the original payer.
- Transaction fees of at least 4% are deducted from all refund amounts.
- Alternatively, refund amounts may be credited to your account for future bookings without transaction fees.
Credit Notes
- Credit notes are valid for 12 months from the date of issue.
- Credit notes can be transferred to other travellers.
- Credit notes may be used for tours that cost more than the original booking, with the difference payable by the traveller.
- The validity period may be extended if specific future travel dates are confirmed before the initial 12 months expire.
Cancellation Process
We process cancellation and refund requests within 1 to 7 business days.
To make sure your request is handled correctly, please email it to info@rumaatours.com.
Refund Processing
Approved refunds follow the timeline below:
| Original payment method | Refund method | Processing time |
|---|---|---|
| Bank transfer | Bank transfer to the original payer | 7 to 14 business days |
If you have not received an expected refund:
- Check your bank account again.
- Contact your credit card company, if applicable, as posting times can vary.
- Check with your bank about its processing times.
- If the issue is still unresolved, email info@rumaatours.com.
In extraordinary circumstances beyond our control, such as natural disasters, political instability or health emergencies, this policy may be adjusted. We will work closely with affected travellers to find reasonable solutions.
Additional Information
- Some travel packages have their own terms, which we will share with you during booking.
- We recommend checking your travel insurance policy for cancellation cover.
- Our team is always available to answer questions and help.
Thank you for choosing Rumaa Tours and Safaris. We appreciate your understanding of these policies and look forward to creating memorable travel experiences with you.
Need to change or cancel a booking?
Send your request in writing and our Nairobi team will guide you through the next steps.
Email info@rumaatours.com
Phone and WhatsApp +254 723 369 068 · +254 715 258 455
Astrol Square, Redhill Road, Second Floor, Room 50, Nairobi, Kenya
