Refund & Cancellation Policy
Last updated: 15 March 2025
We understand that circumstances change and plans sometimes have to be altered. This policy explains our cancellation and refund procedures clearly, so you can make an informed decision when booking with Recon Travels.
All cancellation requests must be submitted in writing to bookings@recontravels.com. The date of the written cancellation request determines which charge band applies.
1. Deposits
A deposit of 30% of the total booking value is required to confirm your reservation. This deposit is non-refundable in all circumstances, as it covers the costs we incur when securing your itinerary with suppliers.
2. Cancellation Charges
The following charges apply to the total booking value (inclusive of deposit) based on the number of days before your departure date on which we receive written cancellation:
| Days Before Departure | Cancellation Charge |
|---|---|
| 91 days or more | 30% (deposit only) |
| 61–90 days | 50% of total booking value |
| 31–60 days | 75% of total booking value |
| 15–30 days | 90% of total booking value |
| 14 days or fewer | 100% of total booking value (no refund) |
Note: Certain lodges, camps, and peak-season itineraries may have stricter cancellation terms than those above. These will be clearly communicated in your booking confirmation. The stricter terms apply where applicable.
3. Refund Processing
Where a refund is due, it will be processed to the original payment method within 14 business days of the written cancellation request being received and processed. Refunds are subject to any applicable bank or transfer fees, which are deducted from the refund amount.
4. No-Show Policy
If you fail to arrive for any part of your itinerary without prior written notice, it will be treated as a cancellation within 14 days and no refund will be issued.
5. Partial Cancellations
If one member of a travelling party cancels while others proceed, the above charges apply to the cancelled person's share of the booking. Single supplement charges may apply if a solo occupancy situation arises.
6. Cancellation by Recon Travels
6.1 Cancellation Due to Circumstances Beyond Our Control
In rare cases — such as natural disaster, civil unrest, government travel restrictions, or force majeure events — we may be required to cancel a booking. In such cases, we will:
- Offer a full credit toward a future trip (valid for 24 months), or
- Issue a refund of amounts recoverable from our suppliers
We cannot guarantee a full cash refund in genuine force majeure situations, as supplier recoveries vary. We will always work to secure the maximum possible refund or credit on your behalf.
6.2 Cancellation Due to Minimum Numbers
Where a tour or group departure requires a minimum number of participants and this number is not met, we will notify you no later than 30 days before departure and offer either an alternative itinerary or a full refund.
7. Travel Insurance and Claims
We strongly recommend comprehensive travel insurance that includes cancellation cover. If you need to cancel for an insurable reason (illness, bereavement, redundancy, etc.), your insurer may reimburse the cancellation charges we retain. We will provide all documentation required to support your insurance claim at no charge.
8. Amendment Fees (Not Cancellation)
Changes to a confirmed booking that do not constitute a full cancellation may incur amendment fees as follows:
- Name changes: subject to supplier change fee (typically $25–$50 per name)
- Date changes: subject to supplier availability and any fare/rate differences
- Itinerary changes: assessed case by case; a service fee of up to $100 may apply
9. Exceptional Circumstances Review
We recognise that life can present truly extraordinary situations. If you face genuinely exceptional circumstances not covered by standard travel insurance (e.g., serious sudden illness of a non-travelling family member), please contact us directly. While we cannot guarantee exceptions, we will review each case with empathy and fairness.
10. Contact for Cancellations
All cancellation requests must be submitted in writing to:
- Email: bookings@recontravels.com
- Phone: +254 725 579 040 (confirmation of verbal notice must always be followed by written confirmation)
Cancellations are effective from the date and time the written request is received during business hours (Monday–Friday, 09:00–18:00 EAT).