Refund and Returns Policy

Last Updated: 28th January 2025

At Geno Safaris, we’re committed to delivering exceptional travel and car hire experiences across Kenya and East Africa. We understand that sometimes plans change, and we aim to provide a fair, transparent refund and cancellation policy for all our clients.

🚐 1. Car Hire Cancellation Policy

✅ Cancellation by Client:

• 48+ hours before pickup: Full refund (minus processing fees)

• 24–48 hours before pickup: 50% refund

• Less than 24 hours before pickup: No refund

🕓 Early Vehicle Return:

No refunds will be issued for unused rental days if a vehicle is returned earlier than scheduled.

🏞️ 2. Tour & Safari Cancellation Policy

✅ Cancellation by Client:

• 7+ days before tour date: Full refund (minus transaction/booking fees)

• 3–6 days before tour date: 50% refund

• Less than 72 hours: No refund

🚫 Missed Tours or No-Shows:

No refunds are issued for late arrivals, missed pickups, or no-shows.

🔁 3. Cancellations by Geno Safaris

In rare cases where we must cancel or reschedule due to weather, safety concerns, or unforeseen operational issues:

• You may choose to reschedule your trip or

• Receive a full refund—no questions asked.

💳 4. Refund Processing

• Approved refunds are processed within 7–14 business days.

• Refunds will be made via your original payment method (e.g. M-Pesa, bank transfer, credit/debit card).

• Please note: mobile money/bank charges and third-party booking fees are non-refundable.

📬 5. How to Request a Refund or Cancel a Booking

To request a cancellation or refund, kindly contact us with your booking details:

📧 Email: info@genosafaris.co.ke
📞 Call or WhatsApp: [+254 704 240133]
Please include:

• Full name

• Booking reference number

• Date of service

• Reason for cancellation

⚠️ 6. Non-Refundable Items

• Non-refundable deposits (as specified during booking)

• Park entry fees, permits, or third-party reservations made on your behalf

• Services already rendered or partially completed

✅ Need Help?

Our team is happy to assist with rescheduling or modifying your booking. Customer satisfaction is our priority at Geno Safaris – Beyond Expectations.