SERENE TOLLE TOURS
TERMS & CONDITIONS, BOOKING AND CANCELLATION POLICY
Company: Serene Tolle Tours
Website: www.serenetolle-tours.com
Email: info@serenetolle-tours.com
Welcome to Serene Tolle Tours. By making a booking with us, you confirm that you have read, understood, and agreed to the following Terms and Conditions, Booking Policy, and Cancellation Policy.
1. GENERAL TERMS & CONDITIONS
1.1 Booking Agreement
A booking made with Serene Tolle Tours constitutes an agreement between the client and the company. The person making the booking confirms that they have the authority to make the reservation on behalf of all travelers included in the booking.
1.2 Tour Packages
Tour itineraries, schedules, activities, accommodation, transport, and services may be subject to change due to weather, road conditions, availability, park regulations, government requirements, or other circumstances beyond our control.
Serene Tolle Tours reserves the right to make reasonable adjustments to an itinerary where necessary to ensure the safety and comfort of our clients.
1.3 Prices
All prices are quoted in the agreed currency and are based on the services specified in the booking confirmation.
Prices may change due to fluctuations in fuel prices, park fees, government taxes, accommodation rates, transport costs, or other operational expenses. Once a booking has been confirmed and fully paid, the agreed price will generally remain applicable unless additional services are requested.
1.4 Accommodation
Accommodation is subject to availability at the time of booking. Where the selected hotel or lodge is unavailable, Serene Tolle Tours may provide an alternative property of a similar or comparable standard, subject to availability.
1.5 Transportation
Transportation is provided according to the selected tour package. The type of vehicle used may depend on the number of travelers, destination, road conditions, and availability.
Clients are expected to follow reasonable instructions provided by drivers and guides regarding safety.
1.6 Wildlife & Nature Activities
Wildlife sightings are natural experiences and cannot be guaranteed. Serene Tolle Tours cannot guarantee sightings of specific animals, including dolphins, lions, elephants, leopards, or other wildlife.
Wildlife activities are undertaken at the client’s own risk, and clients must follow the instructions of guides and park authorities.
1.7 Client Responsibilities
Clients are expected to:
- Provide accurate booking and personal information.
- Arrive on time for scheduled pick-ups and activities.
- Follow instructions provided by guides, drivers, and tour operators.
- Respect local communities, wildlife, cultural sites, and the environment.
- Take responsibility for personal belongings.
- Inform Serene Tolle Tours of any special requirements before travel.
1.8 Travel Documents
Clients are responsible for ensuring that they have valid passports, visas, permits, travel insurance, vaccination certificates, and any other documents required for their journey.
Serene Tolle Tours is not responsible for losses resulting from a client’s failure to obtain the required travel documentation.
1.9 Travel Insurance
We strongly recommend that all clients obtain comprehensive travel insurance covering medical emergencies, trip cancellation, lost luggage, personal belongings, and other unforeseen circumstances.
1.10 Personal Belongings
Clients are responsible for their personal belongings throughout the tour. Serene Tolle Tours shall not be responsible for loss, theft, or damage to personal property unless caused by proven negligence on the part of the company or its representatives.
2. BOOKING POLICY
2.1 How to Make a Booking
Bookings can be made through:
- The Serene Tolle Tours website
- Telephone
- Authorized representatives of Serene Tolle Tours
A booking becomes confirmed once the required deposit or full payment has been received and a booking confirmation has been issued.
2.2 Deposit
A deposit of 30%–50% of the total booking cost may be required to secure a reservation, depending on the tour package and travel arrangements.
For certain bookings, including peak-season travel, special events, or non-refundable accommodation, full payment may be required in advance.
2.3 Balance Payment
The remaining balance should be paid according to the payment schedule stated in the booking confirmation.
Unless otherwise agreed in writing, the outstanding balance should be cleared before the start of the tour.
2.4 Last-Minute Bookings
Bookings made close to the travel date may require full payment at the time of confirmation.
Last-minute bookings are subject to availability and may attract additional charges depending on the services required.
2.5 Booking Confirmation
Once payment has been received, Serene Tolle Tours will provide the client with a booking confirmation containing relevant details such as:
- Tour itinerary
- Travel dates
- Number of travelers
- Accommodation details, where applicable
- Pick-up and drop-off information
- Total tour cost
- Payment status
- Any special arrangements
3. CANCELLATION POLICY
Cancellation requests must be submitted to Serene Tolle Tours in writing via email or WhatsApp.
The cancellation date will be considered the date on which the written cancellation request is received.
Cancellation Schedule
| Cancellation Period | Cancellation Charge |
|---|---|
| 30 days or more before departure | 10% of total booking cost |
| 15–29 days before departure | 30% of total booking cost |
| 7–14 days before departure | 50% of total booking cost |
| 3–6 days before departure | 75% of total booking cost |
| Less than 72 hours before departure | 100% of total booking cost |
| No-show | 100% of total booking cost |
Note: The above policy may vary depending on the specific hotel, airline, park, ferry, boat operator, transport provider, or other third-party supplier involved in the booking.
Non-refundable services and payments already made to third-party suppliers may not be refundable.
4. CANCELLATION BY SERENE TOLLE TOURS
Serene Tolle Tours reserves the right to cancel, postpone, or modify a tour where circumstances make it necessary, including:
- Severe weather conditions
- Unsafe road or travel conditions
- Government restrictions
- Natural disasters
- Civil unrest
- Security concerns
- Closure of parks or tourist attractions
- Supplier failure
- Other circumstances beyond the company’s reasonable control
Where possible, Serene Tolle Tours will offer the client an alternative date, alternative arrangement, or suitable replacement service.
Where a refund is applicable, the amount refunded will be based on the recoverable amounts received from third-party suppliers and the terms of the specific booking.
5. CHANGES TO A BOOKING
Clients wishing to change their travel dates, accommodation, itinerary, number of travelers, or other arrangements should contact Serene Tolle Tours as early as possible.
Changes are subject to availability and may result in additional costs.
Any additional costs resulting from requested changes will be payable by the client.
6. NO-SHOW POLICY
If a client fails to appear for a scheduled tour, hotel booking, transfer, or activity without prior notification, the booking will be considered a no-show.
No refund will normally be provided for no-shows.
If the client is delayed due to circumstances beyond their control, they should contact Serene Tolle Tours immediately so that reasonable arrangements can be considered.
7. REFUND POLICY
Where a refund is approved, Serene Tolle Tours will process the refund within a reasonable period after confirmation of the applicable refund amount.
Refunds may be subject to:
- Cancellation charges
- Bank or payment processing fees
- Non-refundable supplier charges
- Currency conversion differences
- Administrative costs where applicable
Refunds will generally be made using the original payment method where practical.
8. FORCE MAJEURE
Serene Tolle Tours shall not be liable for failure or delay in providing services resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, extreme weather, pandemics, government actions, strikes, civil unrest, war, security incidents, road closures, or other unforeseen events.
In such circumstances, the company will make reasonable efforts to assist clients with alternative arrangements where possible.
9. COMPLAINTS
Any complaint relating to a service should be reported to Serene Tolle Tours as soon as possible during the tour so that the company has an opportunity to address the issue.
Complaints that cannot be resolved during the trip should be submitted in writing within 14 days after completion of the tour.
10. ACCEPTANCE OF TERMS
By making a booking with Serene Tolle Tours, the client confirms that they have read and accepted these Terms and Conditions, Booking Policy, and Cancellation Policy.
These terms may be updated from time to time. The terms applicable to a booking will generally be those in effect at the time the booking is confirmed.
SERENE TOLLE TOURS
Discover. Explore. Experience Kenya.
Website: www.serenetolle-tours.com
Email: info@serenetolle-tours.com
For bookings, cancellations, amendments, or any questions regarding your trip, please contact Serene Tolle Tours directly.