Condiciones generales

Please read these terms and conditions of use carefully before accessing, using or obtaining any materials, information, products or services on this website. By accessing the Suncrest travel and safariswebsite (‘Website’), you agree to be bound by these terms and conditions (‘Terms’) and our Privacy Policy. In these Terms, ‘we’, ‘us’, and ‘our’ refers to Suncrest travel and safaris travel, and ‘you’, ‘your’ and ‘user’ refers to the user of the Website.

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Terms & Conditions –Suncrest travel

Please read these terms and conditions of use carefully before accessing, using or obtaining any materials, information, products or services on this website. By accessing the Suncrest travel and safaris website (‘Website’), you agree to be bound by these terms and conditions (‘Terms’) and our Privacy Policy. In these Terms, ‘we’, ‘us’, and ‘our’ refers to Suncrest travel, and ‘you’, ‘your’ and ‘user’ refers to the user of the Website
Content

1. This Website is operated by Suncrest travel and safaris travel. r
2. All the content in our website is intended for your personal non-
   commercial use only. All materials published in our website (including but not limited to articles, features, photographs, images and illustrations, also known as the “Content”) are protected by copyright, trademarks or other intellectual property rights, and are owned or controlled by Suncrest travel and safaris travel, or the party credited as the provider of the Content.
3. Our Website and its Content are also protected by copyrights pursuant to Kenyan and international copyright laws. You may not reproduce, republish, upload, post, transmit or distribute in any manner any content from our website without first obtaining prior written consent from us.

Price and Promotion

1. Each price listed on the Website is only available with certain conditions and these prices may change depending on, amongst others, the availability of booking and/or length of booking.
2. Available prices may include additional taxes and other charges, but under certain circumstances it may not include taxes and other service charges (e.g. tips for tour guide, other facilities charges, if any).
3. You agree that you are responsible for verifying the total cost to be paid and other terms and conditions and details when the confirmation email is sent.
4. We may offer lower prices and/or promotions from time to time. Please note that these may involve different conditions and requirements as it relates to booking and refund policies.

Changes and Modifications

Please note that we reserve the right to:

Change, modify, alter, adapt, add or remove any of the terms and conditions contained herein; and/or
Change, suspend or discontinue any aspect of this Website,

with prior notice to the clients through the [notification on the Website].

Clients agree to access the Travel website to view the terms and conditions and it is the client responsibility view and be informed of the changes and/or
variations being made to the terms and conditions.

Use of Your Personal Information

1. Please note that we will only use the personal information you provide through our website only for purposes for which the personal information was originally requested, and for directly related purposes UNLESS we are required or authorised under the Law to disclose such personal information OR you give your written consent to allow disclosure of such personal information.
2. We do not control the use of your personal information that you shared with our linked sites. Please be aware of their terms and conditions in this respect, if any.
3. We will not sell your name and/or personal data to third parties.

Liability

1. By using our website, you agree that we will not be liable for any loss arising from your use of the information and material contained in our website, except if it is caused by us and as determined by the Court of Law. We will neither be liable nor responsible for any loss arising from your use of the information and material contained in the linked sites described in clause 2 herein. We are also neither liable nor responsible for any material provided by third parties with their own respective copyright and shall not be liable for any loss, damages or injury arising from these materials. Our total liability (if any) for all damages, losses, costs and expenses under whatever cause of action, whether in contract, tort or otherwise will not exceed any amount paid by you for accessing our website.
2. Nothing in our Website constitutes an offer to sell any securities and cannot under any circumstances be relied upon for investment dealings of whatever nature.

Terms & Conditions for BOOKINGS

The meaning of “Package” in the Travel site is a pre-arranged combination of at least two of the following services: flight, accommodation, transfers or sightseeing tours.

The contract for a “Package” will only be formed when payment issuccessful, and you have received an email from us confirming acceptance of your booking.

Terms and conditions for flight + hotel bookings

In the event that your Flight + Hotel booking could not be confirmed, a full refund will be credited back into the original form of payment.

After a successful payment you will receive a confirmation email with details of your booking number, flight booking number, flight ticket numbers and a hotel booking number. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase.

You will also have to present the confirmation email/voucher upon check-in at the hotel. If you do not present the confirmation email/voucher, you may be charged, or the hotel may refuse to check you in.

The airline tickets that will be sent to you are electronic tickets i.e. e-tickets. So, when checking in for your flight, please provide a valid personal identification.

Please be advised that all components within the package must be used. In the event you do not show up for your flight or fail to check-in at the hotel without advising us in advance, your “Package” will be deemed null and void and no refunds will be provided.

If the flight(s) is/are delayed or cancelled, please contact the Travel agent for further assistance.

Cancellation & Refund

Airlines cancellation or amendment will be entertained with a valid reason with supporting documents. Final decision lies on the Airlines.

The Hotel booking is based on the individual hotel’s policy, either fully refundable within a certain period or it may be a non-refundable booking. Should there be a necessity for a cancellation for non-refundable bookings, valid reason and documents are required. However, the cancellation and refund solely depend on the hotel’s decision.

Suncrest travel and safariswill not be liable should the hotel reject the refund appeal.

Failure to arrive at the hotel at the mentioned date will be treated as a No-Show and no refund will be given (Hotel policy).

Refunds will not be given for any unused part of the package or on/after

the original start date of your trip.

They will be applied and will govern the components related to hotel stay/ Purchase.

Terms & Conditions for FLIGHT BOOKINGS

Your contract for a “Flight Booking” will only be formed when payment is successful by charging your card and you have received an email from us confirming acceptance of your booking.

In the event that your flight booking cannot be confirmed a full refund will be credited back into your original payment mode.

After successful payment you will receive a confirmation email with details of your booking number and flight booking number and flight ticket numbers. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase.

The airline tickets that will be sent to you are electronic tickets i.e. e-tickets. When checking in for your flight, please provide a valid personal identification.

Please be advised that all components within the booking must be used. In the event you do not show up for your flight or fail to check-in at the airport without advising us in advance, your “Flight Booking” will be declared null and void and no refunds will be given.

Additional fees may be charged by the airlines for services such as golfsets, preferred seat selection, baggage handling, excess baggage, or wheelchair services. Please note that fees are determined and charged by the airline and may vary anytime.

Cancellation & Refund

1. Airlines cancellation or amendment will be entertained with a valid reason with supporting documents, however the final decision subjected to Airlines approval.

2. Amendments/cancellation may incur charges that are set by the airlines.

3.Also note that no refunds will be made for any unused part of the booking or on/after original start date of your trip.

Terms & Conditions for HOTEL BOOKINGS

A contract between you and a hotel is only accepted when payment is successful by charging your card and you have received an email from us confirming acceptance of your booking.

In the event that your hotel booking cannot be confirmed full refund will be credited back into your original payment mode.

After successful payment you will receive a confirmation email with details of your booking number and Hotel reservation number. Please print out the email and the voucher and keep it with you as proof of purchase.

Upon acceptance of your booking, we will send you a confirmation email. You should print out the confirmation email/voucher and present upon check in at the hotel. You won’t be allowed to check in without the confirmation letter/ voucher or may be charged directly if you fail to present the confirmation letter/voucher.

Cancellation & Refund

1. Hotel cancellation or amendment will be entertained with a valid proof and supporting document. However, the final decision depends on the hotel management.
2. If the hotel becomes unavailable after confirmation, we will then relocate you to another hotel of the same category for accommodation. If you do not accept the alternative accommodation, the booking will be automatically cancelled, and a full refund will be initiated to the same payment mode.
3. Any complaints / shortcomings pertaining to your stay at the hotel must be made known to the hotel authorities immediately and not after your stay period. Suncrest travel and safariswill not be held liable for any unpleasant experiences during your stay.
4. We will not be liable to you due to our inability to fulfil the booking by reason of any fire, earthquake, flood, substantial snowstorm, epidemic, explosion, strikes, riot, civil disturbance, war, any failure or delay of any transportation, power or communications system or any similar events which are beyond our control or control of hotel or other service supplier, however, it is still under hotel management decision/approval.
5. Hotel star ratings are given on a non-binding impression of the quality ofeach hotel. These are ratings advised by the hotels themselves and need standards can vary between hotels of the same class in different countries, and even in the same country. Suncrest travel and safariswill not be held accountable for misrepresentation of hotel ratings.

Images, amenities, facilities and descriptions are provided to give general information about the property. Whilst we endeavour to ensure that property amenities, facilities and descriptions are accurate and current, information obtained from our Travel Suppliers does not necessarily represent the actual. Images of room types do not necessarily represent the bed configuration of the room being purchased.

At time of booking, all special requests like non-smoking rooms / adjoining/ Interconnecting will be made known to the hotel. These requests are subject to availability. For Wheelchair Accessible Room, suggest contacting your travel agent for pre-arrangement.

Check in hours for hotels may differ from one to another. Triple and quad rooms may consist of twin or double bed or beds plus extra bed/sofa bed, or two double beds. In some hotels, all triple rooms are doubles with an extra bed/sofa bed. Most hotels do not have one full size bed for each guest in their triple or quad rooms. If an extra bed is required, additional charges may be applied which should be paid directly to the hotel.

You may request for separate beds upon reservation; however, the separate beds depend on availability. Triples and quads are not made up of single beds, they will generally contain two double beds. Most hotels cannot add additional beds to make a triple or quad but rollaway bed may be available for an additional charge. Some hotels do not include breakfast on extra bed.

Bookings cannot be made under a fictitious name/s to hold a space. If you do not book with your actual name, you may be denied check in and you may be asked to rebook with additional charges.

Tourism tax & resort fees are not included.

If a child supplement shows as N/A (not allowed or non-applicable), bookings should be made for a triple room and will be charged at the full rate for three adults. Child supplements can only be added to the twin or double room rate to obtain the price for a room with two adults and one child. The supplements will apply to children between the ages of 2- 12 years (unless a different age range is specified and varies from country and hotel). Child supplements will not be available if the child’s age is not specified at the time of booking and we will charge for three adults in a

Cots/cribs for babies are only suitable for those aged under 2 years. While cots may show as available at the time of booking, they are subject to availability upon check in. In some hotels no additional bedding is provided for a child where the child is either free or at a reduced price and breakfast may be charged for the child on departure. If a child requires a bed of their own, you must request a triple and no child discount will apply.

If a hotel levies an energy surcharge, a resort fee or a local telephone service charge and damages, you are obligated to pay such charges directly to the hotel.

Please note that some cities charge local Tourism tax which is payable by you directly to the hotel upon check in.

Most hotels require a major credit card to be provided upon check in to cover incidentals. In the absence of credit cards, a cash deposit may be required. Hotels will have the right to deny check in if you do not produce any credit card nor cash for this purpose. All extras incurred by you must be paid directly to the hotel before departure; we will not be liable for your personal hotel charges.

Terms & Conditions for TOUR BOOKINGS

1. “Tour Booking” service by Suncrest travel and safarisis a pre-arranged service, sold at an inclusive price.
2. Your “Tour Booking” contract is formed when payment is successful and you have received an email from us confirming acceptance of your booking
3. If your Tour booking cannot be confirmed full refund will be credited back into your original payment mode.
4. After successful payment you will receive a confirmation email with details of your booking. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase and to be presented to the Tour agent.
5. Please be advised that all components within the package must be used. In the event you do not show up, your “Tour Booking” will be treated as null and void and no refunds will be accorded.
6. Package prices are subject to change based on seasonal demand, availability, exchange rate fluctuations, or other external factors. Suncrest travel and safarisreserves the right to amend pricing at any time without prior notice. However, once your booking is confirmed and paid for, the price will not be affected by any subsequent changes.

Cancellation & Refund

Cancellation and Refund will be entertained with a valid reason and supporting documents. This may or may not include charges. However, the refund depends on the tour supplier.

Amendment or Modification will be entertained with a valid reason and supporting documents. This may or may not include charges. However, it also depends on the tour supplier’s final decision.

Changes to your “Tour Booking” is allowed, if you agree to bear any additional charges / penalties imposed by the operators that are applicable during the time the changes were made.

No refunds can be made for any unused part of the tour package or on/after the original start date of your trip.

Our cancellation charges are determined by the fact that once we have booked with hotels and safari camps/lodges and with local airlines, they will charge us a cancellation fee if we cancel a booking. We try to keep such charges to a minimum and they are as follows, as a percentage of the total invoice charges:

Bookings cancelled or amended from time of booking up to 120 days before commencement of the safari incur a 25% cancellation charge. Cancellation or amendment less than 120 days and up to 60 days prior to commencement of the safari: 35% cancellation charge.

Cancellation or amendment less than 60 days but up to 30 days prior to commencement of the safari 50% refund, 50% cancellation charge.

Cancellation or amendment less than 30 days but up to 15 days prior to commencement of the safari: 25% refund, 75% cancellation charge.

Cancellation or amendment less than 15 days or more than 3 days prior to commencement of the safari: 10% refund and 90% cancellation charge.

Cancellation or amendment 3 days or less before commencement of the safari – nil refund, 100% cancellation charge.

Please note that any refunds due to you in the event of cancellation can be credited only to the original card used for making the initial payment.

Above cancellation terms are for Kenya. Terms for other countries will be advised at time of booking.

Terms & Conditions for TRANSFER BOOKINGS

“Transfer Booking” service is provided by Suncrest travel and safarisis a pre-arranged service that is sold at an inclusive price.

Your contract for a “Transfer Booking” is formed when payment is successful, and you have received an email from us confirming acceptance of your booking

If your Transfer booking cannot be confirmed, then a full refund will be credited back into your original payment mode.

After successful payment you will receive a confirmation email with details of your Transfer booking. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase and to be presented to the Transfer agent.

Please be advised that all components within the booking must be used. In the event you do not show up, your “Transfer Booking” will be treated as null and void and no refunds will be accorded.

Cancellation & Refund

Cancellation and Refund will be entertained with a valid reason and supporting document. This process may or may not incur charges depending on the tour supplier’s decision.

Amendment or Modification will be entertained as well with a valid reason and supporting document. This process may or may not incur charges depending on the tour supplier’s decision.

Changes to your “Transfer Booking” is allowed if you agree to bear any additional charges / penalties imposed by the supplier that are applicable at time of change.

No refunds can be made for any unused part of the transfer booking or on/after the original start date of your trip.

Terms & Conditions for Children Bookings

Children of all ages are welcome unless otherwise specified by the hotel.

Child rates may apply for children sharing a room with parents or guardians; age limits for child rates vary by hotel.

Proof of age may be required at check-in.

Children aged 0–2 years often stay free of charge when using existing bedding or a baby cot (subject to availability).

Children aged 3–5 years 50% of adult rate

Children aged 6–11 years 75% of adult rate when sharing a room with parents

Children above 12 years is considered as adult and pay a full price

Guests traveling with children must inform us at the time of booking to ensure suitable accommodation arrangements.

Some hotels may have restrictions or policies regarding children under a certain age; please inquire in advance.

Children under a certain age (usually 12 years) must be accompanied and supervised by an adult at all times. The hotel or travel company will not be responsible for unsupervised children.

Meal plans and children’s menus, if included, are subject to availability and hotel policy. Additional charges may apply for special dietary requirements or meals not included in the package.

Access to certain hotel facilities (e.g., pools, spas, gyms) by children may be restricted by age. Please check with the hotel for specific facility usage policies.

Cancellations or changes to children’s bookings may be subject to the same terms and fees as adult bookings unless otherwise specified. No-shows for children’s bookings are non-refundable.

If a child has any special medical or dietary needs, these must be communicated at the time of booking to ensure appropriate arrangements.

Bookings including children are only confirmed once all relevant details (including ages) are provided and accepted by the hotel or travel company.

Terms and Conditions for Customized Packages

Customized packages are created based on the client’s specific preferences, travel dates, and budget. Once the itinerary is approved, any modifications may be subject to additional charges depending on supplier policies and availability.

Prices for customized packages are calculated based on selected services, travel period, number of travelers, and specific client requests. Pricing is done and provided according to your budget and needs, and therefore differs from fixed or standardpackages. A non-refundable deposit (typically 30–50%) is required to confirm the booking, with the balance payable by the date indicated in the invoice (usually 30 days before departure).

The package will specify inclusions such as accommodation, meals, transport, and activities. Exclusions may include visa fees, travel insurance, tips, and personal expenses. Clients should review the quote thoroughly before confirming.

After confirmation, any changes to dates, hotels, services, or traveler details may incur additional costs and are subject to supplier approval. Change requests must be made in writing.

Cancellation fees apply depending on the proximity to the travel date and the terms of third-party suppliers. Refunds, if applicable, will exclude non-refundable components and administrative fees. We strongly recommend purchasing comprehensive travel insurance.

Norefunds will be issued for unused services due to late arrival, early departure, or no-show.

We are not responsible for cancellations or delays caused by circumstances beyond our control, including natural disasters, political unrest, pandemics, or travel bans.

Clients are responsible for ensuring they hold valid passports, visas, and health certifications. While we provide guidance, we are not liable for any issues arising from incomplete or invalid documentation.

We will do our best to accommodate special requests (e.g. dietary needs, room preferences, celebrations), but these are subject to availability and cannot be guaranteed.

While we work with reputable service providers, we are not liable for any loss, injury, damage, or delays caused by third-party suppliers. Clients are encouraged to secure personal travel insurance.

By confirming a customized package, the client acknowledges and agrees to these Terms and Conditions, including that pricing is customized and provided based on your specific budget and needs, and may not match rates offered in standard or fixed packages.

Terms and Conditions for Travel Insurance

We strongly recommend that all travellers purchase comprehensive travel insurance prior to their trip. Travel insurance should cover trip cancellation, trip interruption, medical emergencies, evacuation, lost luggage, and other unforeseen events.

If you already have valid and adequate travel insurance coverage, you are not required to purchase additional insurance through us. Please ensure your existing policy covers all aspects of your trip.

We can assist in arranging travel insurance on your behalf at an additional cost, which is not included in the package price. This service is optional and will be billed separately.

It is the traveler’s responsibility to obtain adequate travel insurance before the start of their journey. The travel company or service provider is not liable for any expenses or losses incurred due to lack of insurance coverage.

Travel insurance policies vary by provider and plan. Travelers should carefully review their policy terms, coverage limits, exclusions, and claim procedures.

In the event of an incident requiring a claim, travellers must contact their insurance provider directly. The travel company may provide assistance but is not responsible for processing or settling claims.

Purchasing travel insurance does not guarantee refunds from the travel company or its suppliers. Refunds or compensation are subject to the terms and conditions of the insurance provider and relevant suppliers.

Travel insurance policies may have specific terms for changes or cancellations. Travelers should inform their insurance provider promptly of any itinerary changes or trip cancellations.

Travelers must disclose any pre-existing medical conditions to their insurance provider when purchasing coverage to ensure they are adequately covered.

Travel insurance may not cover certain force majeure events (e.g., pandemics, war, civil unrest). Travelers should verify these exclusions with their insurer.

By booking a trip, travellers acknowledge that they have been advised to obtain travel insurance and accept full responsibility for their insurance coverage.

Terms and conditions for Optional Services

At Suncrest Travel & Safaris, we strive to offer a flexible and personalized travel experience. Items listed under “Exclusions” in our packages such as park entry fees, travel insurance,flights, optional activities, meals not specified, or additional services can be arranged upon request.

These services are not included in the standard package price and will incur an additional cost. All requests for optional services must be made prior to departure and are subject to availability and supplier terms.

If you require any of these services, kindly notify us during the booking process so that we can provide a quote and make the necessary arrangements.

Unauthorized Bookings

Should the system detect any anomaly in the booking, Suncrest travel and safaris. reserves the rights to request:

A. Image of the payment card, front and back.

B. Image of the card holder’s travel document.

Upon verification, if the booking is genuine, Suncrest travel and safariswill honour it accordingly.

Should the guest be unable to provide the necessary documents, the booking will be considered as an unauthorised booking and be cancelled. The refund is subjected to the product suppliers. (hotel, flight, transfers, tours etc.)