Last updated: October 2026. These terms are a general statement of how we work. The specific terms on your invoice and the conditions of the airlines, hotels and operators included in your trip also apply.
1. The contract
A booking is confirmed when Shanol Tours & Travel Ltd (“we”, “us”) receives your deposit or full payment and issues a confirmation. The person making the booking accepts these terms on behalf of everyone travelling.
2. Prices and payment
Prices are quoted in Kenyan Shillings or US Dollars as shown on your invoice and are based on costs, taxes and exchange rates at the time of quoting. A deposit (usually 30 to 50 percent) is required to confirm, with the balance due no later than 30 days before departure unless otherwise stated. Flights must be paid in full at ticketing. We reserve the right to adjust prices for changes in park fees, government taxes, fuel surcharges or exchange rates before full payment is received.
3. Changes by you
Requests to change dates, hotels or travellers are handled subject to availability and may attract supplier charges and an administration fee.
4. Cancellation by you
Cancellations must be made in writing. Unless your invoice states otherwise, the following charges apply as a percentage of the total price: more than 45 days before departure, loss of deposit; 44 to 30 days, 50 percent; 29 to 15 days, 75 percent; 14 days or less, 100 percent. Airline tickets, gorilla permits, balloon flights and certain peak-season hotel bookings are non-refundable once issued. We recommend travel insurance that covers cancellation.
5. Changes or cancellation by us
Occasionally we may need to change an itinerary, hotel or departure for reasons beyond our control, such as weather, road conditions, supplier failure or government action. We will offer a comparable alternative or, where that is not possible, a refund of amounts paid for the affected services. We are not liable for costs arising from events outside our control.
6. Travel documents, visas and health
You are responsible for holding a valid passport (normally with at least six months’ validity), the correct visas and any required vaccinations. We assist with visa applications but cannot guarantee approval, and visa fees are non-refundable.
7. Insurance
We strongly recommend comprehensive travel insurance covering medical expenses, cancellation, baggage and, where relevant, adventure activities and high altitude.
8. Our responsibility
We act as an agent for airlines, hotels, lodges, transport providers and tour operators, each of whom has their own conditions of carriage or service. We take reasonable care in selecting suppliers but are not liable for their acts or omissions, nor for loss, injury or delay arising from circumstances beyond our reasonable control.
9. Conduct
We may refuse to carry or accommodate any person whose behaviour endangers others or causes serious disruption, without refund.
10. Complaints
Please raise any issue immediately with your guide, hotel or our emergency line so we can fix it on the spot. Any unresolved complaint should be sent in writing to info@shanoltravel.com within 14 days of returning.
11. Governing law
These terms are governed by the laws of Kenya and any dispute is subject to the jurisdiction of the Kenyan courts.