Terms & Conditions

1. Introduction and Acceptance

These Terms and Conditions govern all travel services arranged by Twiyo Adventures, a travel agency registered and operating in Nairobi, Kenya (“we”, “us”, or “Twiyo”). By submitting an inquiry, accepting a quotation, paying a deposit, or completing a booking through any channel — including our website, email, telephone, or WhatsApp — you (“the Client”) agree to these terms in full.

These terms are governed by the laws of the Republic of Kenya, including the Tourism Act (Cap. 383), the Consumer Protection Act, 2012, and any applicable regulations issued by the Tourism Regulatory Authority.

2. Bookings and Confirmation

A booking is only confirmed upon receipt of a signed booking form (or written acceptance via email) and payment of the required deposit. Verbal reservations, online inquiries, and provisional itineraries do not constitute confirmed bookings.

Upon confirmation, we will issue a written booking confirmation detailing the agreed services, travel dates, pricing, and any conditions specific to your package. Please review this confirmation carefully and notify us within 48 hours of any discrepancies.

All bookings are made subject to availability. We reserve the right to decline a booking at our discretion before confirmation is issued.

Website Listings and Quotations: All packages, prices, and itineraries displayed on our website are for reference purposes only and are based on the most current information available at the time of publication. Final pricing and availability will be confirmed at the time of booking. Any quotation issued is tentative only; rates and availability are subject to change without prior notice and are confirmed only upon receipt of your official acceptance and deposit.

Quoted rates apply to the specific number of rooms and persons indicated. Any change in group size may require adjustment of the offered rates, and we reserve the right to requote accordingly.

3. Pricing and Payment

3.1 Currency and Pricing

Prices are quoted in USD (United States Dollars) or KES (Kenyan Shillings) as indicated on your quotation. Where a quotation is issued in USD, the KES equivalent is calculated at the prevailing exchange rate on the date of payment. Twiyo Adventures is not liable for exchange rate fluctuations between the date of quotation and the date of payment.

Website Pricing and Package Rates: Prices displayed on our website serve as a guide and are subject to change based on seasonal demand, accommodation availability, airline pricing, currency fluctuations, and supplier rates. Package prices are also influenced by the number of travelers in your group and your choice of accommodation. A larger group or alternative hotel selection can significantly affect the final cost, sometimes in your favor.

We offer accommodation options across different categories to suit varying budgets and preferences. If the listed accommodation does not match your style or budget, our team is happy to explore alternatives and requote accordingly.

We strongly recommend contacting our team to confirm current pricing, group rates, and available accommodation alternatives before making any travel plans or financial commitments.

Any unprecedented increases in government-levied fees, including taxes, VAT, fuel levies, toll charges, or airport entrance fees, will be advised and charged accordingly at the time of booking.

3.2 Payment Schedule

Standard payment terms are as follows:

• Deposit: 30% of the total trip cost is due within 7 days of booking confirmation to secure your reservation.
• Final Payment: The remaining 70% is due no later than 30 days before the travel start date.
• Late Bookings: For bookings made within 30 days of the travel start date, full payment is required at the time of confirmation.

Failure to meet payment deadlines may result in cancellation of your booking and forfeiture of any deposit paid.

3.3 Card Payment Surcharge

Payments made by debit or credit card attract a 3.5% processing surcharge on the total amount charged. This surcharge covers card network and processing fees and is non-refundable. Bank transfer and M-Pesa payments do not attract this surcharge.

3.4 Price Changes

Once a deposit has been received, we will not increase your price unless there are unavoidable changes in government taxes, park fees, airline-imposed charges, or other third-party costs outside our control. We will notify you immediately of any such changes and you will have 14 days to accept the revised price or cancel with a full refund of the deposit.

3.5 Child Policy

For pricing purposes, a child is defined as a person under 12 years of age. Persons aged 12 years and above will be charged at the adult rate. Please ensure the ages of all members of your travelling party are disclosed at the time of booking so that accurate pricing can be provided.

4. Cancellation and Refunds

4.1 Cancellation by the Client

We understand that life happens. Should you need to cancel your booking, the following terms apply. All cancellations must be submitted in writing through our official communication channels. Cancellation charges are calculated from the date we receive written notice, as follows:

• 90+ days before departure — Full refund of all instalments paid, minus the booking deposit.
• 60–89 days before departure — 75% refund of all instalments paid, minus the booking deposit.
• 30–59 days before departure — 50% refund of all instalments paid, minus the booking deposit.
• Under 30 days before departure — No refund.

Where possible, we will work with you to transfer your booking to a future trip of equal value. All cancellations will be acknowledged within 24 hours.

Where third-party suppliers (airlines, lodges, park authorities) impose their own cancellation charges that exceed the above scale, those charges will be passed on to the Client in full.

Non-Refundability of Unutilized Services: Any services included in a confirmed package that are not utilized by the Client — whether due to late arrival, early departure, personal choice, or any other reason — will not be refunded or credited. This includes but is not limited to unused accommodation nights, meals, transfers, or activities.

4.2 Cancellation by Twiyo Adventures

We reserve the right to cancel a trip if minimum participant numbers are not met (for group departures), if conditions make travel unsafe, or for reasons of force majeure (see Section 10.3). In such cases, we will offer a full refund of all sums paid to us or, where possible, an alternative travel date of equal value.

4.3 Refund Processing

Approved refunds will be processed within 14 working days to the original payment method. Card processing fees and bank transfer charges are non-refundable.

5. Amendments

5.1 Amendments by the Client

Requests to amend a confirmed booking (change of date, itinerary adjustment, addition of services) must be made in writing and communicated through the official communication channels. We will endeavour to accommodate amendments but cannot guarantee availability. Any additional costs incurred as a result of the change will be incurred solely by the Client.

5.2 Amendments by Twiyo Adventures

Date Changes & Transfers: We offer one complimentary date change or name transfer per booking, provided the request is made no less than 45 days before departure and subject to availability. Any subsequent changes may attract an administration fee.

Occasionally we may need to make minor adjustments to confirmed itineraries — for example, substituting a lodge of equivalent standard or adjusting a transfer time due to operational requirements. Minor programme changes may also be necessary depending on road or sea conditions, room availability, or other circumstances at the time of travel.

We will notify you promptly of any material changes. If a significant change is made before travel (e.g., a change of destination region or a price increase exceeding 10%), you may choose to accept the change, accept an alternative of equivalent value, or cancel with a full refund.

6. Accommodation

Hotel check-in and check-out times are set by each property and are strictly observed. Standard check-in is generally from 14:00 and check-out by 12:00, though these times vary by property. Early check-in and late check-out are subject to availability and may attract an additional surcharge at the hotel’s discretion.

Special requests — including but not limited to connecting rooms, adjacent rooms, specific bedding configurations, non-smoking rooms, rooms on a particular floor, or complimentary early check-in and late check-out — are subject to availability on a first-come, first-served basis upon arrival. Such requests are entirely at the hotel’s discretion and cannot be guaranteed by Twiyo Adventures.

Please note that upon check-in, many hotels require a valid credit card or a cash deposit to cover any incidental expenses incurred during your stay. This is a standard hotel policy and is separate from the amounts paid to Twiyo Adventures.

7. Travel Documents and Visas

It is the Client’s sole responsibility to ensure that all members of the travelling party hold valid passports (with at least 6 months’ validity beyond the return travel date), the correct visas, and any other entry documentation required for the countries visited.

Twiyo Adventures can provide general guidance on visa requirements at the time of booking, but this information is subject to change. We strongly recommend that Clients verify requirements with the relevant embassy or consulate and with official government sources close to the date of travel. We accept no liability for denied entry or delays arising from insufficient documentation.

8. Travel Insurance

Comprehensive travel insurance is strongly recommended for all bookings. Twiyo Adventures does not sell or arrange travel insurance, and our quotations do not include any insurance cover. We strongly advise all Clients to obtain a policy that covers, at minimum:

• Trip cancellation and curtailment
• Emergency medical treatment and evacuation
• Loss or theft of baggage and personal effects
• Personal liability
• Activities specific to your itinerary (e.g., safari game drives, trekking, water sports)

Twiyo Adventures will not be liable for any losses, costs, or expenses that would have been covered by adequate travel insurance.

9. Health and Safety

It is the Client’s responsibility to ensure they are medically fit to travel and to obtain any required vaccinations or prophylactic medications before departure. We recommend consulting a travel medicine clinic or your GP at least 6 weeks before travel to destinations requiring specific health precautions.

Some itineraries involve activities with inherent physical risks including game drives in unfenced reserves, trekking at altitude, water-based activities, or charter flights. By confirming a booking that includes such activities, you accept these risks and acknowledge that Twiyo Adventures and its guides will take all reasonable precautions for your safety.

If you have any medical condition, disability, or dietary requirement that may affect your travel or that of fellow travellers, you must disclose this in writing at the time of booking. We will use this information solely to ensure appropriate arrangements are made.

10. Liability and Limitation

10.1 Our Liability

Twiyo Adventures acts as an organiser and agent for third-party service providers including airlines, hotels, ground operators, and park authorities. While we take great care in selecting our partners, we cannot accept liability for any loss, damage, injury, illness, death, delay, or inconvenience caused by:

• The acts or omissions of third-party suppliers beyond our reasonable control;
• Force majeure events including but not limited to natural disasters, war, civil unrest, pandemics, government-imposed travel restrictions, or weather conditions;
• The negligence, misconduct, or failure of the Client or any member of their party;
• Information not supplied or incorrectly supplied by the Client.

10.2 Limitation of Liability

To the maximum extent permitted by Kenyan law, our total liability to you for any claim arising from a booking shall not exceed the total amount paid by you to Twiyo Adventures for that booking.

10.3 Force Majeure

We will not be in breach of these terms or liable for any delay or failure to perform our obligations where this is caused by circumstances beyond our reasonable control. We will endeavour to minimise disruption and assist Clients in rearranging travel where possible.

11. Client Conduct

All Clients are expected to behave in a manner that is respectful of local cultures, wildlife, natural environments, and fellow travellers. Twiyo Adventures and its partners reserve the right to terminate a Client’s participation in a trip at any time, without refund, if their conduct is deemed to be endangering the health, safety, or enjoyment of others, or is causing damage to property or the environment.

12. Complaints

If you experience a problem during your trip, please report it immediately to your guide or our local representative so that we can attempt to resolve it at the time. If the matter is not resolved to your satisfaction, please submit a formal complaint in writing to info@twiyoadventures.org within 30 days of your return.

We are committed to resolving complaints fairly and promptly. We aim to acknowledge complaints within 5 working days and to provide a full response within 21 working days.

13. Intellectual Property and Photography

All content on the Twiyo Adventures website — including text, images, itineraries, and branding — is owned by Twiyo Adventures and may not be reproduced without our written consent.

By sharing photographs or reviews of your experience with Twiyo Adventures on social media or directly with us, you grant Twiyo Adventures a non-exclusive, royalty-free licence to use such content for promotional purposes. We will always credit you where we use your content.

14. Privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these terms and conditions.

15. Governing Law and Jurisdiction

These terms and conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute arising from or in connection with a booking with Twiyo Adventures shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

16. Amendments to These Terms

We reserve the right to update these terms and conditions at any time. The version in force at the time your booking is confirmed will apply to your trip. We will not apply amended terms retrospectively to existing confirmed bookings.

Twiyo Adventures — info@twiyoadventures.org | Nairobi, Kenya

This policy should be read alongside our Privacy Policy.