Last Updated: April 2026
1. Introduction
Welcome to Imela Tours & Travel. We are a Nairobi-based travel company specializing in safaris, wildlife tours, cultural experiences, and custom travel packages across Kenya and East Africa. By making a booking or using any of our services, you enter into a binding agreement and confirm that you have read, understood, and accepted these Terms and Conditions in their entirety.
These Terms and Conditions govern the relationship between you (the “Client”) and Imela Tours & Travel (the “Company”), and apply to all bookings, payments, cancellations, changes, and travel services arranged through us. If you are booking on behalf of a group or another person, you agree to communicate these terms to all members of your party and accept responsibility for their compliance.
Please read these Terms carefully before confirming your booking. If you do not agree to any part of these Terms, you should not proceed with your booking.
2. Company Information
• Business Name: Imela Tours & Travel
• Location: Nairobi, Kenya
• Phone: +254 793 916 707
• Email: info@imelatoursandtravel.com
• Website: www.imelatoursandtravel.com
For all formal correspondence, including cancellation requests, complaints, or legal notices, please contact us in writing via email to the address listed above.
3. Booking & Confirmation
A booking request does not constitute a confirmed reservation. Your booking is only confirmed once the following conditions have been met:
• A deposit or full payment has been received by Imela Tours & Travel, as specified in your quotation.
• A booking confirmation invoice has been issued by us to you via email.
• All required client information (names, passport details, dietary requirements, special needs) has been provided.
By making a booking, the lead client warrants that:
• They are at least 18 years of age and have the legal capacity to enter into this agreement.
• All information provided is accurate and complete.
• All members of the travel party have read and agreed to these Terms & Conditions.
• The lead client accepts responsibility for all payments and communications on behalf of the group.
Imela Tours & Travel reserves the right to decline a booking at its sole discretion without obligation to provide a reason.
4. Payment Terms
4.1 Deposit Requirements
A non-refundable deposit of between 30% and 50% of the total tour cost (as specified in your quotation) is required to secure your booking. The exact deposit amount will be communicated at the time of booking.
4.2 Balance Payment
The remaining balance must be settled in full no later than the date specified on your invoice. This is typically:
• 30 days before departure for international clients.
• 14 days before departure for domestic/regional clients.
Failure to complete payment by the due date may result in automatic cancellation of your booking and forfeiture of your deposit.
4.3 Accepted Payment Methods
• Bank transfer (details provided on invoice)
• Mobile money – M-Pesa (Paybill/Till as provided)
• Credit/debit card (where applicable, subject to a processing fee)
• Cash payments (for local bookings only, by prior arrangement)
All payments must be made in the currency stated on your invoice. Any bank charges, transfer fees, or currency conversion costs are the responsibility of the Client.
4.4 Payment Receipts
A receipt or updated invoice will be issued upon confirmation of every payment received. It is the Client’s responsibility to retain proof of payment and notify us promptly if a receipt is not received within 48 hours.
5. Pricing & Inclusions
5.1 Quoted Prices
All prices are quoted in USD (United States Dollars) or Kenyan Shillings (KES), as indicated in your quotation. Prices are valid at the time of quotation and subject to change if the booking is not confirmed within the validity period stated.
5.2 What Is Included
Your itinerary will clearly specify all services included in your package. Typical inclusions may include:
• Accommodation (as per itinerary)
• Safari game drives and park/conservancy fees
• Meals as specified (B&B, Half Board, Full Board, or All Inclusive)
• Ground transportation in a 4×4 safari vehicle with a professional guide
• Specified airport/hotel transfers
5.3 What Is Not Included (Unless Stated)
Unless explicitly listed in your itinerary, the following are not included:
• International or domestic flights
• Visa fees and entry requirements
• Travel insurance (see Section 9)
• Personal expenses – laundry, telephone, mini-bar, alcohol, souvenirs
• Gratuities for guides, drivers, and camp/lodge staff
• Optional activities not listed in the itinerary
• COVID-19 tests or health-related documentation
5.4 Price Changes
Imela Tours & Travel reserves the right to revise quoted prices in response to:
• Changes in government-imposed taxes or levies
• Adjustments to national park and conservancy fees
• Significant currency fluctuations (greater than 5%)
• Increases in fuel surcharges by airlines or ground handlers
Any price changes will be communicated to the Client before the booking is confirmed. If a price increase exceeds 8% of the original quotation after confirmation, the Client has the right to cancel without penalty within 7 days of notification.
6. Cancellations & Refund Policy
6.1 Cancellations by the Client
All cancellation requests must be submitted in writing via email to info@imelatoursandtravel.com. Cancellations are effective from the date we receive your written notification. The following cancellation charges apply:
• 30 or more days before travel: Deposit forfeited; balance refunded less administrative fees.
• 15–29 days before travel: 50% of total tour cost is non-refundable.
• 8–14 days before travel: 75% of total tour cost is non-refundable.
• 7 days or fewer before travel: No refund; 100% of total cost is forfeited.
• No-show (failure to arrive without notice): No refund.
Refunds, where applicable, will be processed within 14–21 business days and returned via the original payment method. Bank transfer fees and currency conversion losses are deducted from the refund amount.
6.2 Cancellations by the Company
Imela Tours & Travel reserves the right to cancel a trip in the following circumstances:
• Insufficient bookings to make the tour commercially viable (minimum group size not met).
• Safety concerns or travel advisories issued by relevant government authorities.
• Force majeure events (see Section 12).
• Failure by the Client to complete payment by the due date.
In such cases, we will offer the Client one of the following remedies:
• A full refund of all monies paid.
• A rebooking to an alternative date without penalty.
• A credit note valid for 12 months.
Imela Tours & Travel is not liable for any additional expenses incurred by the Client (e.g., flights, accommodation booked independently) as a result of a company-initiated cancellation.
6.3 No-Shows and Early Departures
No refunds will be given for unused services resulting from a no-show, late arrival, or early departure from the tour, regardless of the reason.
7. Changes & Amendments
7.1 Changes Requested by the Client
Clients may request amendments to a confirmed booking, subject to availability and the following conditions:
• Change requests must be submitted in writing via email.
• Changes made 30 or more days before departure will be accommodated where possible at no amendment fee, though price differences may apply.
• Changes made within 14–29 days of departure may incur an amendment fee of up to KES 5,000 or USD 40 per change, plus any supplier costs.
• Changes made within 14 days of departure are treated as partial cancellations and may attract cancellation charges.
7.2 Changes by the Company
While Imela Tours & Travel endeavours to deliver all services as booked, we reserve the right to make minor changes to itineraries where necessary. This may include:
• Substituting accommodation with a property of equal or higher standard.
• Modifying the order of activities due to weather, road conditions, or wildlife management requirements.
• Replacing a specific vehicle or mode of transport with a suitable alternative.
Clients will be notified of any significant changes as soon as possible. If a change significantly affects the nature of the tour, the Client may choose to cancel with a full refund or accept an alternative arrangement.
8. Travel Documents & Requirements
It is the sole responsibility of each Client to ensure they possess all required travel documentation before departure. This includes:
• A valid passport with a minimum of 6 months’ validity beyond the date of return.
• Required visas for Kenya and any transit countries (e.g., East Africa Tourist Visa where applicable).
• Yellow Fever vaccination certificate (required if travelling from or through a yellow fever-endemic country).
• Any other health documentation required by the destination country at the time of travel.
Imela Tours & Travel strongly recommends that Clients check visa and entry requirements with the relevant embassies or official government websites well in advance of travel. We are not liable for any loss, costs, or penalties arising from a Client’s failure to carry the correct documentation, including denied boarding or denied entry into a country.
Requirements may change at short notice. It is each traveller’s responsibility to stay updated on current entry regulations.
9. Travel Insurance
Travel insurance is strongly recommended for all Clients travelling with Imela Tours & Travel. A comprehensive policy should cover, at minimum:
• Emergency medical treatment and hospitalization
• Medical evacuation and repatriation
• Trip cancellation, curtailment, or interruption
• Loss, theft, or damage to personal baggage and belongings
• Personal liability
• Missed departures and travel delays
Clients are encouraged to purchase insurance that specifically covers safari and wildlife activities, including game drives and bush walks, as standard policies may exclude these.
Imela Tours & Travel accepts no liability for any costs incurred due to the Client’s failure to obtain adequate travel insurance. The Company may request proof of travel insurance prior to travel commencement.
10. Health & Safety
10.1 Pre-Existing Medical Conditions
All Clients must disclose any pre-existing medical conditions, physical limitations, allergies, or special requirements at the time of booking. This information is necessary to assess suitability and make appropriate arrangements. Failure to disclose relevant health information may result in exclusion from certain activities.
10.2 Vaccinations & Health Precautions
Clients are advised to consult a travel health clinic or their GP well in advance of travel. Recommended or required vaccinations for travel to Kenya and East Africa may include:
• Yellow Fever (certificate required for entry if applicable)
• Hepatitis A and B
• Typhoid
• Rabies (for extended wildlife exposure)
• Meningitis
Malaria prophylaxis is strongly recommended for all safari destinations. Clients should bring an adequate supply of prescribed medication and any personal prescription drugs required throughout the trip.
10.3 Safety on Safari
Participation in safari activities involves inherent risks associated with the natural environment, wildlife, and terrain. Clients must:
• Follow all instructions given by professional guides and camp/lodge staff at all times.
• Remain inside vehicles unless instructed otherwise by a guide.
• Not approach, feed, or provoke wildlife.
• Adhere to park and conservancy rules at all times.
• Wear appropriate clothing and sun protection as advised.
Imela Tours & Travel and its guides reserve the right to make safety-based decisions in the field, including abandoning or modifying activities where conditions pose a risk to Clients. The Company is not liable for any loss or injury resulting from a Client’s failure to comply with safety instructions.
11. Liability Disclaimer
Imela Tours & Travel acts as an intermediary between Clients and independent third-party service providers, including but not limited to lodges, camps, airlines, transport operators, and activity providers. While we exercise due care in selecting reputable partners, we are not the direct provider of these services.
To the maximum extent permitted by Kenyan law, Imela Tours & Travel, its directors, employees, and agents shall not be liable for:
• Any death, personal injury, illness, or loss of enjoyment arising from the acts or omissions of third-party service providers.
• Loss of or damage to personal belongings, baggage, or property during the tour.
• Delays, cancellations, or rescheduling by airlines, lodges, or other suppliers.
• Incidents arising from the Client’s failure to comply with safety instructions.
• Events beyond our reasonable control, including natural disasters, political unrest, or wildlife behaviour.
Where Imela Tours & Travel is found to be directly liable, our total liability shall not exceed the total amount paid by the Client for the specific service in question.
Nothing in these Terms shall limit liability for death or personal injury caused by our proven negligence.
12. Force Majeure
Imela Tours & Travel shall not be held liable for any failure or delay in performing its obligations under these Terms where such failure arises from events beyond our reasonable control. These include, but are not limited to:
• Natural disasters (floods, earthquakes, volcanic activity)
• Epidemic or pandemic outbreaks and related government restrictions
• Acts of terrorism, civil unrest, or political instability
• Government-imposed travel bans, border closures, or curfews
• Industrial action, strikes, or disruptions to transportation infrastructure
• Extreme weather conditions or wildlife emergencies
In the event of force majeure, Imela Tours & Travel will use reasonable endeavours to provide alternative arrangements or refunds where possible. The Company is not liable for any additional costs or losses incurred by the Client as a result of force majeure events, including independently booked flights or accommodation.
13. Accommodation & Transport
13.1 Accommodation
All accommodation is subject to availability at the time of booking. Should the specified property become unavailable (due to overbooking, closure, or other reasons), Imela Tours & Travel will substitute accommodation of equal or higher standard at no additional charge. Where only a lower-standard alternative is available, a partial refund may be offered at the Company’s discretion.
Room allocations, early check-in, and late check-out are subject to property availability and are not guaranteed unless specifically confirmed and paid for.
13.2 Transport
Safari transport is provided in suitable 4×4 vehicles, minibuses, or other means as described in your itinerary. All vehicles are maintained to operational safety standards and driven by licensed, experienced drivers and guides.
Delays may occur due to road conditions, weather, border crossings, wildlife, or other unforeseen factors. Imela Tours & Travel is not liable for delays that are beyond our control. Clients are advised to allow reasonable time buffers for connecting flights or onward travel.
13.3 Domestic Flights
Where domestic flights are included in the itinerary, these are operated by third-party carriers. Baggage restrictions (typically 15 kg in a soft bag) apply and will be communicated at the time of booking. Excess baggage charges are the responsibility of the Client.
14. Special Requirements
Imela Tours & Travel will use reasonable efforts to accommodate dietary requirements, mobility considerations, and other special requests communicated at the time of booking. However, we cannot guarantee that all requests will be met, particularly in remote safari destinations where resources may be limited.
Clients with disabilities or significant mobility limitations are encouraged to contact us prior to booking to discuss suitability and available accommodations. Participation in certain activities (such as bush walks or canoe safaris) may not be possible for all Clients.
Any special requests are noted as requests only and do not form part of the contractual booking unless confirmed in writing by the Company.
15. Behaviour & Conduct
All Clients are expected to behave responsibly and with respect for fellow travellers, guides, staff, local communities, and the natural environment throughout the duration of the tour. Clients must:
• Observe all local laws, regulations, and customs.
• Follow the instructions of guides and camp/lodge staff.
• Refrain from behaviour that endangers themselves or others.
• Treat wildlife, flora, and natural habitats with care and respect.
• Not engage in any illegal activities, including the purchase of protected wildlife products.
Imela Tours & Travel reserves the right, at its sole discretion, to terminate the participation of any Client whose behaviour is deemed disruptive, unsafe, illegal, or detrimental to the experience of other travellers. In such cases, no refund will be provided, and the Client will be responsible for all additional costs incurred as a result of their removal from the tour.
16. Photography & Marketing
By participating in a tour arranged by Imela Tours & Travel, you acknowledge that photographs and videos may be taken during the trip by our guides or staff. By default, you consent to these materials being used by Imela Tours & Travel for marketing, promotional, and educational purposes, including on our website and social media platforms.
If you do not wish to have your likeness used in marketing materials, please notify us in writing before or at the commencement of the tour. Your request will be respected and no images in which you are identifiable will be used.
Clients remain personally responsible for adhering to any photography restrictions enforced at specific parks, conservancies, or cultural sites, and must not photograph local individuals without consent.
17. Children & Minors
Clients travelling with minors (under 18 years of age) are solely responsible for their welfare and supervision throughout the tour. Some activities (such as bush walks, hot air balloon safaris, or certain water activities) have minimum age restrictions, which will be communicated at the time of booking.
Minors not accompanied by both parents or legal guardians may require a notarized parental consent letter and supporting documentation to enter Kenya. Clients are responsible for confirming these requirements with the relevant authorities before travel.
18. Intellectual Property
All content on the Imela Tours & Travel website, including text, images, itineraries, logos, and branding, is the intellectual property of Imela Tours & Travel and is protected under Kenyan and international copyright law. Clients may not reproduce, distribute, or use this content for commercial purposes without the prior written consent of the Company.
19. Complaints
Imela Tours & Travel is committed to delivering exceptional service. In the event of a concern or issue during your trip:
• Please report the matter immediately to your guide or driver, or contact our office directly.
• We will endeavour to resolve issues promptly and to your reasonable satisfaction.
If a matter is not resolved during the trip and you wish to submit a formal complaint, it must be made in writing and received by us within 7 days of your return. Complaints submitted beyond this period may not be considered.
Formal complaints should be sent to: info@imelatoursandtravel.com with the subject line “Formal Complaint – [Your Name] – [Travel Dates]”. We will acknowledge receipt within 5 business days and provide a full response within 21 business days.
20. Privacy Policy
Imela Tours & Travel is committed to protecting your personal information. We collect personal data (including names, passport details, contact information, and payment details) solely for the purpose of processing your booking and delivering travel services.
Your personal data will:
• Be stored securely and used in accordance with Kenyan data protection laws.
• Not be sold, rented, or disclosed to third parties for marketing purposes.
• Be shared only with service providers (lodges, airlines, guides) as necessary to fulfil your booking.
• Be retained for a period necessary to comply with legal and financial obligations.
You have the right to request access to, correction of, or deletion of your personal data held by us. To exercise these rights, please contact us at info@imelatoursandtravel.com.
21. Amendments to These Terms
Imela Tours & Travel reserves the right to update or amend these Terms & Conditions at any time. Changes will be posted on our website with an updated effective date. Clients are encouraged to review the Terms before making a booking. Continued use of our services following any changes constitutes acceptance of the updated Terms.
22. Governing Law & Dispute Resolution
These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from or in connection with these Terms shall first be referred to mediation in good faith. If mediation is unsuccessful, disputes shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.
23. Acceptance of Terms
By confirming a booking with Imela Tours & Travel – whether via email, telephone, in person, or through our website – you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions in full. This agreement is binding on all members of your travel party.
Imela Tours & Travel – Nairobi, Kenya
+254 793 916 707 | info@imelatoursandtravel.com