Terms and Conditions

1. Your booking agreement

Rustic sells and manages your safari in its own name, using contracted accommodation providers, transport providers and other suppliers to deliver the agreed services.

Your booking confirmation records your itinerary, travel dates, party size, accommodation and room arrangements, meal plan, private vehicle and guide arrangements, inclusions, exclusions, optional services, price, currency, payment deadlines and cancellation terms. Check these details and tell us promptly about any errors.

For online “Book Now” bookings, successful payment of the required amount and the automatic booking confirmation email confirm your booking. No separate staff approval is required. For bookings arranged directly with our team, the booking is confirmed when we receive the required payment in cleared funds and send written confirmation by email. A quotation or provisional itinerary alone does not confirm a booking or hold availability.

Deposits, balance payments, charges, changes and refunds are governed by the Payment and Cancellation Policy. Any booking-specific exception or stricter supplier condition must be clearly disclosed and accepted before payment, including before online checkout is completed. It takes precedence only on the matter it addresses. Otherwise, these policies apply.

The policy version accepted when you book applies to your booking. Later website updates do not automatically change an existing contract.

2. The lead traveller

The person making the booking must be at least 18 and authorised to book for everyone in the party. They are responsible for providing accurate booking details, sharing the itinerary and terms with the other travellers, and arranging payments by the stated deadlines. A parent or guardian must accept the arrangements for any children in their care.

3. Travel documents, health and access needs

Travellers are responsible for obtaining the passports, entry authorisations and health documents required for their itinerary.

Please tell us before booking about mobility, dietary or other needs that may affect the arrangements. We will confirm what can be accommodated with the relevant suppliers; facilities and activity eligibility vary. Provide sensitive information only through the private channel agreed with us. Our Privacy Policy explains how we handle personal information.

4. Travel and medical insurance

We strongly recommend comprehensive travel and medical insurance from the date of booking, covering the full trip and travel to and from it. Check that your policy covers:

• Cancellation, curtailment, delays and missed connections.
• Emergency medical treatment, evacuation and repatriation, including air evacuation where needed.
• Personal accident, personal liability, baggage, money and travel documents.
• Your planned safari activities, including any walking, balloon, boat or other separately operated activities you choose.
• Relevant pre-existing medical conditions and the particular disruption risks you wish to insure against.

Read your policy and its exclusions, disclose relevant conditions to your insurer, and check the limits of cover. Insurance does not automatically cover every cancellation, supplier charge or disruption. An insurer declining a claim does not itself remove any responsibility Rustic has under these terms or applicable law.

5. Private safari arrangements and included services

Your booking confirmation specifies your private vehicle and guide arrangements, including game drives on fly-in safaris. A private safari does not mean exclusive use of accommodation, scheduled flights or separately operated activities unless expressly confirmed.

Only services identified as included in your confirmed booking form part of the agreed price. Optional activities require separate agreement and may be subject to supplier availability, eligibility and safety requirements. Drinking water is included; this does not imply that soft drinks or other beverages are included.

Vehicle type, facilities, room arrangements and meal plans are those stated in your confirmation. Flight schedules and baggage allowances depend on your booked airline and ticket. Journey times are estimates and may be affected by traffic, roads, weather and park operations.

6. Safari risks and safety

Safari travel involves inherent risks, including wildlife encounters, rough roads and remote locations. We take reasonable care in arranging and operating your safari. You must follow safety instructions from guides and service providers. Nothing in these terms excludes liability that cannot lawfully be excluded, including applicable liability for our negligence or wilful misconduct.

Wild animals are unpredictable and some accommodation is unfenced. Follow the instructions of your driver-guide, camp staff and ranger escorts. Wildlife sightings and particular animal behaviour cannot be guaranteed. Medical care and evacuation may be difficult or delayed in remote areas.

7. Accommodation substitutions and itinerary changes

If confirmed accommodation becomes unavailable, we will propose an alternative of comparable or higher standard and explain any differences. Material changes to your accommodation, route, private vehicle arrangements or included experiences require your agreement. If no acceptable alternative is available, the relevant cancellation-by-Rustic or external-disruption provisions in the Payment and Cancellation Policy apply.

Guides may make necessary safety adjustments during the safari, explaining them as soon as reasonably possible. Such adjustments do not remove any applicable refund or other rights.

8. Late arrival, no-shows and early departure

If you are delayed, contact Rustic promptly. We will discuss available arrangements and agree any extra costs. A short delay does not automatically cancel the whole safari.

If you fail to commence the trip without notifying Rustic, the applicable 100% no-show cancellation charge applies. If you voluntarily leave early or miss services for personal reasons, including illness, those unused services are non-refundable. Insurance may cover your loss depending on its terms.

Services missed because of Rustic’s failure or external disruption are handled under the separate provisions in the Payment and Cancellation Policy, rather than as voluntary early departure.

9. Problems and complaints

Please report problems promptly to your driver-guide or Rustic contact so we can address them during your trip. Submit any unresolved complaint in writing within 30 calendar days after the trip ends. If illness, an emergency or another reasonable circumstance prevents timely reporting, explain this when contacting us. This procedure does not limit your statutory rights.

Formal written complaints will be investigated and addressed within 30 calendar days of receipt. Where an agreed compensation or settlement amount is due, we will pay it within 30 calendar days of resolution. Cancellation refunds follow the separate processing timetable in the Payment and Cancellation Policy.

10. Governing law and disputes

These terms are governed by Kenyan law. We will first try to resolve disputes through direct discussion. If unresolved, both parties may agree to mediation or arbitration. Otherwise, either party may approach a court with jurisdiction. Nothing in these terms limits applicable statutory rights or access to statutory complaint procedures.

For questions about your arrangements or these terms, please contact Rustic Nature Tours.