REFUND & CANCELLATION POLICY

Mwongozo wa Africa Travel Ltd

Effective Date: 21 September 2026

1. Introduction

This Refund & Cancellation Policy explains the conditions under which customers may request cancellations, refunds, credits, or changes for travel services booked through Mwongozo wa Africa Travel Ltd (“Mwongozo wa Africa Travel”, “we”, “us”, or “our”).

Refunds and cancellations are subject to the terms of the relevant airline, hotel, visa authority, transport provider, insurer, cruise operator, tour operator, or other service provider, as well as any applicable service fees charged by Mwongozo wa Africa Travel Ltd.

2. General Refund Conditions

Customers should review the cancellation and refund conditions before making payment.

Payment for a travel service does not automatically mean that the service is refundable.

Where a supplier permits a refund, Mwongozo wa Africa Travel Ltd will process the refund in accordance with the supplier's rules and after applicable charges and service fees have been deducted.

Refund processing times depend on the supplier and payment method and may take several business days or longer.

Where a booking is non-refundable under the supplier's terms, Mwongozo wa Africa Travel Ltd will not be able to provide a refund except where the supplier or applicable law requires otherwise.

3. Non-Refundable Air Tickets

Tickets specifically sold or issued as non-refundable are not refundable after purchase, except where the airline or applicable law provides otherwise.

Any taxes, fees, or unused portions that are refundable under the airline's fare rules may be claimed where applicable.

Rebooking or date changes may be permitted on some non-refundable tickets, subject to the airline's fare conditions, change fees, fare differences, and our applicable service charges.

No-show customers may forfeit the entire ticket value where permitted by the airline's fare rules.

4. Refundable Air Tickets

Refundable tickets may be eligible for a refund subject to the fare conditions of the airline.

Refundable does not necessarily mean that the full amount paid will be returned. Airline cancellation fees, penalties, taxes, fare rules, and Mwongozo wa Africa Travel Ltd service charges may apply.

Requests should be made before the applicable flight departure deadline stated in the fare rules.

Tickets that have been partially used may be subject to different refund calculations.

Refunds are processed only after the airline or ticketing provider confirms the refundable amount.

5. Flights Cancelled or Changed by an Airline

If an airline cancels a flight or makes a significant schedule change, the available options may include rebooking, credit, or refund depending on the airline's policy and applicable law.

Mwongozo wa Africa Travel Ltd will assist the customer with the options made available by the airline.

We do not guarantee a particular remedy where the airline or applicable authority determines the available options.

6. Hotels and Accommodation

Hotel refunds depend on the cancellation policy attached to the specific reservation.

Non-refundable hotel bookings are generally not eligible for a refund.

Refundable hotel bookings may be refunded if cancelled within the permitted cancellation period.

Late cancellations, early departures, failure to check in, or no-shows may result in partial or full loss of the booking amount, depending on the hotel's policy.

Any hotel cancellation fees and applicable Mwongozo wa Africa Travel Ltd service charges may be deducted from amounts refunded.

7. Visa Application and Visa Assistance Fees

Visa application fees paid to an embassy, consulate, immigration authority, visa centre, or other government authority are generally non-refundable once the application has been submitted, unless that authority's rules provide otherwise.

Mwongozo wa Africa Travel Ltd service or processing fees for visa assistance may also be non-refundable once work on the application has commenced.

A visa refusal, delay, request for additional documents, or failure to travel does not automatically entitle the customer to a refund.

Where an application has not yet been submitted and our service terms permit cancellation, any eligible refund will be considered after deduction of work already performed and applicable charges.

8. Airport Transfers and Ground Transportation

Transfer and transport bookings are subject to the cancellation terms of the relevant provider.

Customers who cancel within the provider's permitted cancellation period may be eligible for a refund, subject to applicable fees.

Late cancellations, missed transfers, or failure to appear at the agreed pickup point may result in no refund.

Refunds for supplier cancellations or service failures will be handled according to the provider's applicable policy.

9. Travel Insurance

Travel insurance premiums are subject to the terms and conditions of the insurance provider.

Once an insurance policy has been issued, cancellation and refund eligibility is determined by the insurer's policy and applicable law.

Insurance premiums may be non-refundable after the policy has commenced or where the insurer's terms state that no refund is available.

Any insurance claim must be submitted directly or through the procedure specified by the insurer.

10. Cruise Bookings

Cruise cancellations and refunds are governed by the cruise operator's booking and cancellation conditions.

Deposits may be non-refundable depending on the cruise fare and booking conditions.

Cancellation charges may increase as the sailing date approaches.

Any refund received from the cruise operator will be processed according to the operator's terms, less applicable charges and service fees.

11. Tour Packages

Refunds for tour packages depend on the terms of the relevant accommodation providers, transport operators, tour operators, attractions, and other suppliers included in the package.

Deposits and payments may be partially or fully non-refundable depending on the booking conditions.

Cancellation charges may increase closer to the travel date.

Where a tour operator cancels a service, Mwongozo wa Africa Travel Ltd will assist customers with the remedies offered by the operator.

12. SGR and Other Rail Tickets

SGR and other rail bookings are subject to the cancellation, refund, amendment, and identification rules of the relevant rail operator.

Any permitted refund will be processed according to the operator's applicable rules and deadlines.

Service charges or other applicable fees may be deducted where permitted.

13. Customer No-Show

A no-show occurs when a customer fails to use a booked service without cancelling or changing the booking within the applicable deadline.

No-show bookings may be non-refundable and may also lose any remaining travel value, depending on the supplier's terms.

Customers should contact Mwongozo wa Africa Travel Ltd as soon as possible if they are unable to travel.

14. Refund Processing

Approved refunds will normally be returned using the original payment method where practical and permitted.

Refunds may take time because we may need to wait for the airline, hotel, visa provider, transport operator, cruise company, insurer, or other supplier to release the funds.

Bank, payment-platform, currency-conversion, or other transaction charges may affect the amount received where permitted by the relevant terms.

Mwongozo wa Africa Travel Ltd will communicate the expected refund amount and status when the information is available.

15. Service Fees

Mwongozo wa Africa Travel Ltd may charge booking, administration, cancellation, amendment, or processing fees where these have been disclosed or are permitted under the applicable booking terms.

Such fees may be non-refundable because they relate to services already provided.

16. Exceptional Circumstances

Where a refund is required by applicable law or where a supplier introduces a special refund or waiver policy due to extraordinary circumstances, Mwongozo wa Africa Travel Ltd will apply the relevant rules.

Force majeure events, government restrictions, natural disasters, strikes, pandemics, or other extraordinary events do not automatically create a right to a full refund. The customer's rights will depend on applicable law and supplier terms.

17. How to Request a Refund

Refund requests should be made as soon as possible and should include the customer's full name, booking reference, service booked, reason for cancellation, and relevant payment details.

Requests can be submitted through our official contact channels:

Mwongozo wa Africa Travel Ltd

Email: mwongozowaafricatravelltd@gmail.com

Phone: +254 180 774 604

Office: 14th Floor, Post Bank House, Room 8, Kenya

18. Policy Changes

Mwongozo wa Africa Travel Ltd may update this Refund & Cancellation Policy from time to time to reflect changes in supplier conditions, our services, or applicable law.

The refund terms applicable to a specific booking will generally be those communicated or incorporated into the booking at the time of purchase, subject to applicable law.

© 2026 Mwongozo wa Africa Travel Ltd. All rights reserved.