Effective date: 1 January 2025 · Last updated: 29 July 2026
We understand that plans can change. This policy sets out your rights and our obligations when a booking is cancelled — whether by you or by us. We aim to be fair, transparent, and human about every situation.
Refunds are calculated based on the number of full days between the date we receive your written cancellation request and your confirmed departure date.
| Days before departure | Refund of total booking value | What you keep / lose |
|---|---|---|
| 60+ days | 95% refund | 5% processing fee retained |
| 30–59 days | 50% refund | 50% of total booking value retained |
| 15–29 days | 25% refund | 75% of total booking value retained |
| Under 14 days | No refund | 100% of booking value retained |
The 5% processing fee on early cancellations covers non-recoverable bank and payment gateway charges.
Refunds are processed within 7–14 business days of your cancellation request being confirmed and are credited to the original payment method (card or M-Pesa account).
Your booking reference (format: JDN-YYYY-XXXXXX) is in your confirmation email.
Email info@jadansafaris.co.ke or WhatsApp us, quoting your booking reference and the reason for cancellation (optional but helpful).
We will confirm receipt of your cancellation request and state the refund amount based on the schedule above.
Your refund will be credited back to the original payment method. M-Pesa refunds typically arrive faster than card refunds.
If you wish to change your travel dates rather than cancel, we are happy to accommodate this subject to availability. Date changes are treated as follows:
Price differences arising from a date change (e.g. peak vs. off-peak season) will be charged or refunded accordingly.
In the rare event that we must cancel a confirmed booking — due to park closures, severe weather, safety advisories, or other circumstances beyond our control — you will be given the choice of:
We will contact you as soon as possible once a cancellation decision has been made and will not leave you without options.
If you fail to arrive on your confirmed departure date without prior notice ("no-show"), the full booking value is forfeited and no refund will be issued.
If you choose to leave a safari early for personal reasons after it has commenced, no refund will be issued for unused portion of the trip. If you must leave due to a medical emergency, please contact us and we will do our best to assist — this is where travel insurance is invaluable.
We strongly recommend that all travellers purchase comprehensive travel insurance that includes:
Travel insurance protects you against scenarios our cancellation policy cannot cover — unexpected illness, flight disruptions, or family emergencies. Ask your travel consultant for insurer recommendations.
We recognise that exceptional personal circumstances sometimes fall outside the letter of this policy. In cases of:
we will consider requests for a credit note or fee waiver on a case-by-case basis. Documentary evidence will be required. Please contact us as soon as possible in these situations.
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