Refund and Returns Policy
Effective Date: 13 May 2025
Company: Riobian Safaris
Website: https://riobian.com
Riobian Safaris provides bespoke safari and travel experiences that require advance planning and pre-payment to third-party suppliers. As a result, bookings are subject to the refund and cancellation terms set out below.
This Refund & Returns Policy forms part of, and should be read together with, the Company’s Terms & Conditions.
1. General Refund Policy
1.1 Due to the bespoke and pre-booked nature of safari services, payments are generally non-refundable once a booking is confirmed, except where otherwise required by applicable law or expressly agreed in writing by Riobian Safaris.
1.2 Refunds will not normally be provided for:
- Client-initiated cancellations
- No-shows
- Late arrivals or early departures
- Changes in personal circumstances (including illness or missed flights)
2. Deposit & Payment Terms
2.1 A 30% non-refundable deposit is required to confirm any booking unless paid in full at the time of booking.
2.2 The remaining balance must be paid no later than 30 days prior to departure.
2.3 Failure to pay the balance by the due date may result in cancellation of the booking, with no refund of amounts already paid.
3. Changes, Amendments & Date Modifications
3.1 Date changes or itinerary modifications requested within 30 days of departure are not permitted.
3.2 Requests made more than 30 days prior to departure may be considered on a case-by-case basis, subject to availability and a minimum administrative fee of USD 150, in addition to any supplier charges.
3.3 Any approved changes remain non-refundable if later cancelled.
4. Force Majeure
4.1 Riobian Safaris is not liable for cancellations, delays, or disruptions caused by events beyond its reasonable control, including but not limited to:
- Natural disasters
- War, terrorism, or political unrest
- Government actions or restrictions
- Airline or transport disruptions
- Pandemics or public health emergencies
4.2 In such circumstances, refunds are not guaranteed. At its discretion, Riobian Safaris may offer a credit voucher valid for up to six (6) months, subject to rebooking fees, availability, and supplier terms.
5. Third-Party Supplier Costs
5.1 Riobian Safaris is not able to refund amounts already paid or committed to third-party suppliers, including but not limited to:
- Accommodation providers
- Park authorities
- Transport operators
- Airlines
5.2 Any refunds remain subject to the terms imposed by such third-party suppliers.
6. Payment Errors & Exceptional Refunds
6.1 Refunds may be issued only in the following limited circumstances:
- Duplicate or double payments
- Proven technical or processing errors
6.2 Refund requests must:
- Be submitted in writing to [email protected]
- Be made within 48 hours of the transaction
6.3 Approved refunds are processed within up to 30 days. Bank, card, and transaction fees are non-refundable.
7. Policy Acknowledgment
By making a payment to Riobian Safaris, the customer confirms that they have read, understood, and accepted this Refund & Returns Policy prior to completing the booking.
8. Governing Law
This Refund & Returns Policy is governed by the laws of Kenya, in line with the Company’s Terms & Conditions.