Payments and Cancellation
Effective Date: 1st January 2026.
1. Introduction
This Payments and Cancellation Policy forms part of the Terms and Conditions of Rustic Nature Tours Ltd (“the Company”, “we”, “us”, or “our”) and applies to all safari, day tour and travel arrangements booked with us. By making a booking, you confirm that you have read, understood and accepted both the Terms and Conditions and this Payments and Cancellation Policy.
This Policy sets out: (a) how and when payments must be made to confirm and complete a booking; (b) the methods of payment we accept; and (c) the charges that apply if a booking is cancelled, amended, postponed or interrupted. Our cancellation conditions reflect a simple commercial reality: once a hotel, safari lodge, camp, domestic flight, park entry permit or other supplier service has been booked on your behalf, we incur charges and obligations that we cannot recover from those suppliers. We therefore work hard to keep cancellation charges to a minimum, but they apply as set out below.
PART A — PAYMENTS
2. Deposit and Balance
To confirm a booking, a non‑refundable deposit is required. The deposit amount depends on the duration and type of safari, calculated as a percentage of the total invoice value:
- 0% deposit per person for one‑day safaris / tours.
- 30% deposit per person for 2–3 day safaris / tours.
- 40% deposit per person for 4–6 day safaris / tours.
- 50% deposit per person for 7+ days safari tours.
- 60% deposit per person for combined Kenya / Tanzania safari tours.
The balance of the invoice must be paid in full at least seven (7) days prior to the commencement of your safari arrangements. Failure to settle the balance within this period may result in the cancellation of your booking and the application of the cancellation charges set out in Part B of this Policy.
3. Currency and Exchange Rate
For clients travelling from overseas, payments are to be made in United States Dollars (USD) as quoted. Payments in other freely convertible currencies may be accepted at our discretion, subject to prior written agreement and the prevailing exchange rate at the time of payment. Any banking, conversion or correspondent‑bank charges associated with such payments are entirely for the client’s account.
4. Payment by Credit / Debit Card
For the security of our esteemed visitors and clients, we strongly discourage cash transactions. Our preferred method of payment is by credit or debit card (Visa, MasterCard or American Express) processed through our secure online payment system.
Once your booking has been confirmed and your sales consultant or tour manager has emailed you the invoice, you will receive a separate email from Rustic Nature Tours containing a secure link directing you to our online payment via Pesapal, where you may enter your card details and complete payment.
A transaction fee of four percent (4%) is applied to all credit and debit card payments to cover the costs charged by our payment processor. This fee will be clearly indicated on your invoice and is non‑refundable in the event of cancellation.
5. Confirmation of Booking
A booking is confirmed only once we have received the required deposit (or full payment, where applicable) in cleared funds and have issued written confirmation to you by email. Provisional bookings, quotations and itineraries do not constitute a confirmed booking and do not protect rates or availability.
PART B — CANCELLATION
6. Safari Cancellation Charges — Kenya & Tanzania Multi‑Day Safaris
Cancellation charges for multi‑day Kenya and Tanzania safari packages are calculated as a percentage of the total invoice price and are determined by the date on which we receive your written notice of cancellation:
| Notice Period Before Safari Commencement | Cancellation Charge |
| More than 60 days prior | 0% — No cancellation charge |
| 36 to 60 days prior | 20% of total invoice |
| 16 to 35 days prior | 40% of total invoice |
| 8 to 15 days prior | 60% of total invoice |
| 7 days or less, or no‑show | 100% — No refund |
All notice periods are calculated in calendar days, counted backwards from the first day of the safari arrangements (excluding the day of departure itself). Notice of cancellation must be given to Rustic Nature Tours in writing by email; verbal cancellations are not accepted.
7. Day Tours — Cancellation Charges
For single‑day tours and excursions, the following cancellation charges apply:
| Notice Period Before Tour Commencement | Cancellation Charge |
| More than 24 hours prior | 0% — Full refund (less transaction charges) |
| Less than 24 hours, or no‑show | 100% — No refund |
8. Refund Process
Where a refund is due to you under this Policy, the following rules apply:
- Refunds will be credited only to the original credit or debit card used for the initial payment, provided the refund is processed within six (6) months of that payment. After this period, refunds may be issued by bank transfer to an account in the lead traveller’s name, subject to applicable bank charges, which will be deducted from the refund.
- In the event of cancellation, an administrative fee of five percent (5%) of the cancelled invoice will be deducted from any refund due, to cover non‑recoverable transaction and processing charges.
- Refunds are processed within thirty (30) business days of our receipt of your written cancellation, subject to any waiting periods imposed by suppliers, payment processors or banks.
- Where you have paid by credit or debit card, the four percent (4%) card transaction fee originally charged at the time of payment is non‑refundable.
9. Cancellation or Amendment by Rustic Nature Tours
Although it is rare, Rustic Nature Tours reserves the right to cancel, amend, postpone or curtail a safari before or during the tour where this becomes necessary as a result of, but not limited to, force majeure events, security advisories, public‑health emergencies, severe weather, animal‑related closures of parks, supplier failure, or any other circumstance reasonably beyond our control.
Where we cancel a safari before its commencement for reasons other than your failure to comply with our Terms and Conditions, we will, at our sole option and so far as is reasonably possible, offer you: (a) an alternative safari of equivalent standard; (b) a postponement to a later date with credit applied; or (c) a refund of monies already paid in respect of services that have not been used or that we are able to recover from suppliers.
In the case of cancellation or amendment by the Company, our liability is strictly limited to the amounts paid by you in respect of the affected services. We are not liable for any consequential loss or expense, including but not limited to international flights, visa fees, vaccinations or pre‑ and post‑safari accommodation. This is one of the reasons travel insurance is mandatory under our Terms and Conditions.
10. Changes Requested by the Traveller
Requests to change a confirmed booking (for example a change of date, itinerary, accommodation category or number of travellers) must be submitted to us in writing. We will use reasonable efforts to accommodate such requests, but we cannot guarantee availability.
Where a change is possible, it may attract additional charges from suppliers, including airlines, lodges and parks. Any such additional costs, together with a reasonable administrative handling fee, will be passed on to you. If a requested change cannot be accommodated and you decide to cancel, the cancellation charges in Clauses 6 and 7 above will apply.
11. No‑Show, Late Arrival, and Early Departure
If you fail to arrive at the agreed pick‑up point at the scheduled time, fail to board a scheduled domestic flight, or otherwise fail to commence the safari without prior notice, the booking will be treated as a no‑show. No‑shows are non‑refundable and 100% cancellation charges apply.
If, after the safari has begun, you choose to leave the tour early for any reason (including but not limited to personal reasons, illness, family emergency, or dissatisfaction not raised in accordance with the complaints procedure in our Terms and Conditions), no refund will be due in respect of unused services. Any costs of repatriation or alternative travel will be entirely for your account or your insurer’s account.
12. Communication of Issues During the Safari
If a problem arises during your safari that you believe may justify a claim or refund, you must report it immediately, on site, to your tour manager (in writing by email or WhatsApp), to the lodge or camp manager where applicable, and to your driver‑guide, so that we have the opportunity to address it during your trip. A summary of any unresolved complaint must be communicated to the Company in writing within thirty (30) days of completion of the safari. Complaints not raised in this manner will not be considered for refund or compensation.
13. Governing Law
This Payments and Cancellation Policy shall be governed by and construed in accordance with the laws of the Republic of Kenya, and any dispute arising out of or in connection with it shall be subject to the dispute‑resolution procedure set out in our Terms and Conditions.
14. Acknowledgement
By booking a tour with Rustic Nature Tours Ltd, you acknowledge that you have read, fully understood, and agree to be bound by this Payments and Cancellation Policy together with our Terms and Conditions.