Terms & Conditions

1. Introduction and Acceptance

These Terms and Conditions govern all travel services arranged by Twiyo Adventures, a travel agency registered and operating in Nairobi, Kenya (“we”, “us”, or “Twiyo”). By submitting an inquiry, accepting a quotation, paying a deposit, or completing a booking through any channel — including our website, email, telephone, or WhatsApp — you (“the Client”) agree to these terms in full.

These terms are governed by the laws of the Republic of Kenya, including the Tourism Act (Cap. 383), the Consumer Protection Act, 2012, and any applicable regulations issued by the Tourism Regulatory Authority.

2. Bookings and Confirmation

A booking is only confirmed upon receipt of a signed booking form (or written acceptance via email) and payment of the required deposit. Verbal reservations, online inquiries, and provisional itineraries do not constitute confirmed bookings.

Upon confirmation, we will issue a written booking confirmation detailing the agreed services, travel dates, pricing, and any conditions specific to your package. Please review this confirmation carefully and notify us within 48 hours of any discrepancies.

All bookings are made subject to availability. We reserve the right to decline a booking at our discretion before confirmation is issued.

3. Pricing and Payment

3.1 Currency and Pricing

Prices are quoted in USD (United States Dollars) or KES (Kenyan Shillings) as indicated on your quotation. Where a quotation is issued in USD, the KES equivalent is calculated at the prevailing exchange rate on the date of payment. Twiyo Adventures is not liable for exchange rate fluctuations between the date of quotation and the date of payment.

3.2 Payment Schedule

Standard payment terms are as follows:

• Deposit: 30% of the total trip cost is due within 7 days of booking confirmation to secure your reservation.
• Final Payment: The remaining 70% is due no later than 45 days before the travel start date.
• Late Bookings: For bookings made within 45 days of the travel start date, full payment is required at the time of confirmation.

Failure to meet payment deadlines may result in cancellation of your booking and forfeiture of any deposit paid.

3.3 Card Payment Surcharge

Payments made by credit or debit card attract a 3% processing surcharge on the total amount charged. This surcharge covers card network and processing fees and is non-refundable. Bank transfer and M-Pesa payments do not attract this surcharge.

3.4 Price Changes

Once a deposit has been received, we will not increase your price unless there are unavoidable changes in government taxes, park fees, airline-imposed charges, or other third-party costs outside our control. We will notify you immediately of any such changes and you will have 14 days to accept the revised price or cancel with a full refund of the deposit.

4. Cancellation and Refunds

4.1 Cancellation by the Client

All cancellations must be submitted in writing to info@twiyoadventures.org. Cancellation charges are calculated from the date we receive written notice, as follows:

• More than 60 days before travel: Full refund of deposit, less a USD 150 administration fee per person.
• 45–60 days before travel: Loss of deposit (30% of total cost).
• 30–44 days before travel: 50% of total trip cost.
• 15–29 days before travel: 75% of total trip cost.
• Less than 15 days before travel or no-show: 100% of total trip cost. No refund.

Where third-party suppliers (airlines, lodges, park authorities) impose their own cancellation charges that exceed the above scale, those charges will be passed on to the Client in full.

4.2 Cancellation by Twiyo Adventures

We reserve the right to cancel a trip if minimum participant numbers are not met (for group departures), if conditions make travel unsafe, or for reasons of force majeure (see Section 9). In such cases, we will offer a full refund of all sums paid to us or, where possible, an alternative travel date of equal value.

4.3 Refund Processing

Approved refunds will be processed within 14 working days to the original payment method. Card processing fees and bank transfer charges are non-refundable.

5. Amendments

5.1 Amendments by the Client

Requests to amend a confirmed booking (change of date, itinerary adjustment, addition of services) must be made in writing. We will endeavour to accommodate amendments but cannot guarantee availability. An amendment fee of USD 50 per request applies, plus any additional costs incurred as a result of the change.

5.2 Amendments by Twiyo Adventures

Occasionally we may need to make minor adjustments to confirmed itineraries — for example, substituting a lodge of equivalent standard or adjusting a transfer time — due to operational requirements. We will notify you promptly of any material changes. If a significant change is made before travel (e.g., a change of destination region or a price increase exceeding 10%), you may choose to accept the change, accept an alternative of equivalent value, or cancel with a full refund.

6. Travel Documents and Visas

It is the Client’s sole responsibility to ensure that all members of the travelling party hold valid passports (with at least 6 months’ validity beyond the return travel date), the correct visas, and any other entry documentation required for the countries visited.

Twiyo Adventures can provide general guidance on visa requirements at the time of booking, but this information is subject to change. We strongly recommend that Clients verify requirements with the relevant embassy or consulate and with official government sources close to the date of travel. We accept no liability for denied entry or delays arising from insufficient documentation.

7. Travel Insurance

Comprehensive travel insurance is strongly recommended for all bookings. Twiyo Adventures does not sell or arrange travel insurance. We strongly advise all Clients to obtain a policy that covers, at minimum:

• Trip cancellation and curtailment
• Emergency medical treatment and evacuation
• Loss or theft of baggage and personal effects
• Personal liability
• Activities specific to your itinerary (e.g., safari game drives, trekking, water sports)

Twiyo Adventures will not be liable for any losses, costs, or expenses that would have been covered by adequate travel insurance.

8. Health and Safety

It is the Client’s responsibility to ensure they are medically fit to travel and to obtain any required vaccinations or prophylactic medications before departure. We recommend consulting a travel medicine clinic or your GP at least 6 weeks before travel to destinations requiring specific health precautions.

Some itineraries involve activities with inherent physical risks including game drives in unfenced reserves, trekking at altitude, water-based activities, or charter flights. By confirming a booking that includes such activities, you accept these risks and acknowledge that Twiyo Adventures and its guides will take all reasonable precautions for your safety.

If you have any medical condition, disability, or dietary requirement that may affect your travel or that of fellow travellers, you must disclose this in writing at the time of booking. We will use this information solely to ensure appropriate arrangements are made.

9. Liability and Limitation

9.1 Our Liability

Twiyo Adventures acts as an organiser and agent for third-party service providers including airlines, hotels, ground operators, and park authorities. While we take great care in selecting our partners, we cannot accept liability for any loss, damage, injury, illness, death, delay, or inconvenience caused by:

• The acts or omissions of third-party suppliers beyond our reasonable control;
• Force majeure events including but not limited to natural disasters, war, civil unrest, pandemics, government-imposed travel restrictions, or weather conditions;
• The negligence, misconduct, or failure of the Client or any member of their party;
• Information not supplied or incorrectly supplied by the Client.

9.2 Limitation of Liability

To the maximum extent permitted by Kenyan law, our total liability to you for any claim arising from a booking shall not exceed the total amount paid by you to Twiyo Adventures for that booking.

9.3 Force Majeure

We will not be in breach of these terms or liable for any delay or failure to perform our obligations where this is caused by circumstances beyond our reasonable control. We will endeavour to minimise disruption and assist Clients in rearranging travel where possible.

10. Client Conduct

All Clients are expected to behave in a manner that is respectful of local cultures, wildlife, natural environments, and fellow travellers. Twiyo Adventures and its partners reserve the right to terminate a Client’s participation in a trip at any time, without refund, if their conduct is deemed to be endangering the health, safety, or enjoyment of others, or is causing damage to property or the environment.

11. Complaints

If you experience a problem during your trip, please report it immediately to your guide or our local representative so that we can attempt to resolve it at the time. If the matter is not resolved to your satisfaction, please submit a formal complaint in writing to info@twiyoadventures.org within 30 days of your return. Complaints submitted after this period may not be investigated.

We are committed to resolving complaints fairly and promptly. We aim to acknowledge complaints within 5 working days and to provide a full response within 21 working days.

12. Intellectual Property and Photography

All content on the Twiyo Adventures website — including text, images, itineraries, and branding — is owned by Twiyo Adventures and may not be reproduced without our written consent.

By sharing photographs or reviews of your experience with Twiyo Adventures on social media or directly with us, you grant Twiyo Adventures a non-exclusive, royalty-free licence to use such content for promotional purposes. We will always credit you where we use your content.

13. Privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these terms and conditions.

14. Governing Law and Jurisdiction

These terms and conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute arising from or in connection with a booking with Twiyo Adventures shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

15. Amendments to These Terms

We reserve the right to update these terms and conditions at any time. The version in force at the time your booking is confirmed will apply to your trip. We will not apply amended terms retrospectively to existing confirmed bookings.

For questions about these terms, please contact us at info@twiyoadventures.org or call +254 103 412 867.