Pelicanos Tours & Travel – Terms & Conditions and Privacy Policy

Effective date: 19 February 2026
Company: Pelicanos Tours & Travel (“Pelicanos”, “we”, “us”, “our”)
Address: Naivasha Town, Kenya
Phone: 0708593726
Email: info@pelicanostoursandtravel.co.ke
Website: https://pelicanostoursandtravel.co.ke

By accessing our website, requesting a quote, making a booking, paying for services, or travelling with us, you confirm that you have read, understood, and agree to these Terms & Conditions and Privacy Policy.

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PART A: TERMS & CONDITIONS

1) Definitions

• Client/You/Traveller: Any individual using our services, making inquiries, booking, paying, or travelling.
• Services: Tours, safaris, excursions, transport, transfers, accommodation bookings, itinerary planning, visa guidance, travel insurance facilitation, and other travel-related services.
• Suppliers: Third-party providers (hotels, airlines, parks, lodges, vehicle owners, guides, activity operators, etc.).
• Booking Confirmation: Written confirmation issued by Pelicanos (email/WhatsApp/invoice/receipt) after payment terms are met.

2) Booking and Contract Formation

1. A booking becomes binding only when (a) we issue a written confirmation and (b) you pay the required deposit or full amount.
2. You must provide accurate details for all travellers (full names as per passport/ID, contacts, travel dates, special requirements).
3. If you book on behalf of others, you confirm you are authorized to accept these terms for all travellers.

3) Quotes, Prices, and Inclusions

1. Quotes are based on availability and supplier rates at the time of quoting and may change due to availability, exchange rates, fuel changes, taxes, park fees, or supplier adjustments.
2. Only items listed as included on your itinerary/quote are included. Anything not listed is excluded.
3. Government fees (e.g., park fees, conservation fees) may change without notice; you agree to pay any increases applicable to your travel dates.

4) Payments

1. Payment deadlines (deposit/balance due dates) will be stated in your invoice/confirmation.
2. If payments are late, suppliers may cancel reservations or adjust prices; you remain responsible for resulting costs.
3. Bank charges, transfer fees, or card processing fees may be passed to you where applicable.
4. We may withhold tickets/vouchers/confirmations until full payment is received.

5) Cancellations, Refunds, and Changes by the Client

Refunds depend on supplier policies and the timing of your cancellation.

A) Client cancellations (written notice required):

• 30+ days before travel: refund of amounts paid minus non-refundable supplier costs and reasonable administrative fees.
• 15–29 days: partial refund after non-refundable supplier costs and applicable supplier cancellation penalties.
• 0–14 days / no-show: typically no refund, as suppliers usually charge 100% close to travel.

B) Date changes / itinerary changes:

• Changes are subject to availability and supplier change fees.
• Any price difference must be paid by the client.
• We may charge a reasonable admin fee for re-booking work.

C) Non-refundable items:
Some items may be non-refundable once booked (permits, special tickets, some lodges/hotels, certain vehicles, flights). Where possible, we will inform you before confirming.

6) Changes or Cancellations by Pelicanos

1. We may adjust itineraries for safety, weather, road conditions, park rules, supplier changes, or events beyond our control.
2. If a major change is required, we will offer reasonable alternatives. If cancellation is unavoidable, refunds are limited to amounts recoverable from suppliers, minus non-refundable costs already incurred.

7) Travel Documents and Entry Requirements

You are responsible for:

• Valid passport/ID, visas, permits, and required vaccinations/health documentation.
• Ensuring traveller names match passports/IDs exactly.
• Compliance with immigration and airline rules.

Pelicanos is not liable for denied entry, missed flights, or costs arising from incomplete/invalid documents.

8) Health, Safety, Wildlife, and Activity Risk

1. Travel may involve inherent risks (wildlife encounters, off-road driving, boating, hiking, weather changes).
2. You agree to follow all safety instructions from guides/drivers/park authorities.
3. You must disclose relevant medical conditions or mobility needs that may affect safety or logistics.

9) Behaviour and Right to Refuse Service

We reserve the right to refuse service or remove any traveller whose conduct is unsafe, illegal, abusive, disruptive, or puts others at risk. Removal may occur without refund, and any additional costs will be the traveller’s responsibility.

10) Third-Party Suppliers and Agency Role

1. Pelicanos may act as an agent/arranger for suppliers. Suppliers have their own terms and policies.
2. We are not responsible for supplier acts/omissions (e.g., hotel overbooking, airline delays, equipment failure by a supplier), but we will assist to resolve issues where possible.

11) Force Majeure

We are not liable for failure or delay due to events beyond our reasonable control, including but not limited to natural disasters, severe weather, wildlife incidents, epidemics/pandemics, strikes, civil unrest, war, terrorism, government restrictions, or supplier shutdowns. Refunds (if any) are limited to what is recoverable from suppliers.

12) Limitation of Liability

To the maximum extent permitted by Kenyan law:

• Pelicanos’ total liability for any claim is limited to the amount you paid to Pelicanos for the specific service giving rise to the claim (excluding amounts paid directly to third parties), unless the law requires otherwise.
• We are not liable for indirect or consequential losses (lost profits, missed connections, missed opportunities, etc.).

13) Indemnity

You agree to indemnify and hold harmless Pelicanos, its staff, agents, and partners against claims, losses, and expenses arising from your negligence, unlawful acts, breach of these terms, or misconduct.

14) Travel Insurance

We strongly recommend comprehensive travel insurance (medical, evacuation, trip cancellation, baggage, activities). If you travel without insurance, you accept responsibility for related risks and costs.

15) Complaints and Claims Procedure

1. Report issues immediately during the trip so we can try to resolve them.
2. Written complaints must be submitted within 14 days after completion of services, with supporting details/evidence.
3. Late complaints may be rejected where investigation is no longer reasonable.

16) Intellectual Property

All website content, branding, and materials are owned or licensed by Pelicanos. You may not copy, republish, or use them without written permission.

17) Governing Law and Dispute Resolution

These terms are governed by the laws of Kenya. Parties will attempt good-faith resolution first. If unresolved, disputes may be referred to the Kenyan courts with appropriate jurisdiction, or mediation/arbitration if both parties agree in writing.

18) Updates to These Terms

We may update these Terms & Conditions at any time. The updated version becomes effective once posted on our website with a revised effective date.

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PART B: PRIVACY POLICY

1) Information We Collect

We may collect:

• Identity & contact: names, phone number, email, nationality, address (where required).
• Travel/booking details: dates, preferences, itinerary choices, emergency contacts.
• Documents: passport/ID details where needed for bookings or supplier requirements.
• Payment data: transaction references and billing details (we do not store full card details if processed by third-party providers).
• Technical data: IP address, browser/device details, cookies, pages visited.
• Communications: emails, calls, WhatsApp messages, and inquiry/booking conversations.

2) How We Use Your Information

We use data to:

• process inquiries and bookings,
• reserve services with suppliers (hotels, transport, parks, activities),
• provide customer support and trip updates,
• comply with legal and accounting obligations,
• improve our website and services,
• prevent fraud and protect our operations.

3) Sharing of Information

We may share your information with:

• Suppliers (hotels, airlines, drivers, parks, activity operators) to deliver booked services,
• Payment processors and banks to complete payments,
• IT/service providers (hosting, email, analytics) supporting our business,
• Authorities when required by law.

We do not sell your personal data.

4) Cookies

We use cookies to support website functionality and improve user experience. You can disable cookies in your browser, but some site features may not work properly.

5) Data Retention

We retain personal data only as long as necessary to:

• provide services and support,
• meet legal/tax requirements,
• resolve disputes and protect against fraud.

We may delete or anonymize data when it’s no longer needed.

6) Data Security

We apply reasonable security measures to protect your data. However, no online system is completely secure; you use online services at your own risk.

7) Your Rights

Subject to applicable law, you may request:

• access to your personal data,
• correction of inaccurate data,
• deletion of data where we’re not required to keep it,
• withdrawal of consent for marketing communications.

Requests should be sent to info@pelicanostoursandtravel.co.ke.

8) Third-Party Links

Our website may contain links to third-party sites (e.g., hotels, payment providers). Their privacy practices are separate from ours, and we are not responsible for them.

9) Contact Us

For privacy questions or requests, contact:
Pelicanos Tours & Travel
Naivasha Town, Kenya
Phone: 0708593726
Email: info@pelicanostoursandtravel.co.ke