Cancellation Policy
Amendment, Cancellation, and Refund Policy
Overview
At Untamed Horizon Safaris, we’re committed to providing exceptional travel experiences while understanding that circumstances may require changes to your travel plans. This policy outlines our procedures for booking amendments, cancellations, and refunds.
Booking Confirmation
Making a purchase with Untamed Horizon Safaris does not automatically secure your reservation. Bookings will receive confirmation via email within 1–2 business days of purchase.
Our cancellation policy takes effect once both your reservation and deposit payment have been confirmed.
Requesting Cancellations
All cancellation requests must be submitted in writing. Please contact us using the following details:
- Email: info@untamedhorizonsafaris.com
Office number: +254 116 884 343
Amendment Guidelines
Itinerary changes are not permitted after your tour has begun.
Modifications requested before departure may involve updated pricing.
All amendment requests should be emailed to untamedhorizonsafaris@gmail.com./info@untamedhorizonsafaris.com
Refund Eligibility
What qualifies for refunds:
Tours that require a minimum number of participants but fail to meet that threshold. Affected travelers will receive a full refund or may select a comparable alternative.
Extenuating circumstances, which will be evaluated on a case-by-case basis.
Please note that substitute tours may cost more than the original booking and may require an additional payment.
What does not qualify for refunds:
No-shows on scheduled departure days.
Unused portions of a tour after departure, regardless of the circumstances.
Airfare included in package pricing, which is non-refundable and non-transferable.
Hotel extensions and instant-confirmation products, such as admission tickets and city passes, once confirmed.
Cancellation Fee Structure
The following cancellation fees apply to all reservations unless your specific tour lists different terms under “Special Notes.” Please review all tour details carefully before booking. Untamed Horizon Safaris honors individual tour policies where applicable.
Cancellation charges are calculated according to the time between your cancellation request and the tour’s scheduled start date.
| Cancellation timeframe | Cancellation charge |
|---|---|
| 30 or more days before departure | Loss of deposit only |
| 15–29 days before departure | 30% of the total tour cost |
| 11–14 days before departure | 50% of the total tour cost |
| 10 days or fewer before departure | 90% of the total tour cost |
| 48 hours or fewer before departure | 100% of the total tour cost |
Important: Once your tour begins, we cannot provide refunds for unused portions or services. Any mid-tour changes or early departures are entirely at your expense and responsibility.
Non-refundable bookings are not eligible for refunds, regardless of when cancellation occurs.
Additional Cancellation Terms
Neither the notification day nor the departure day is included when calculating the cancellation timeframe. For example, for a departure on April 4, a cancellation received on April 1 counts as two days before departure.
Tours departing within 10 days are ineligible for refunds.
All cancellations must be processed directly through Untamed Horizon Safaris, rather than through third-party providers.
Approved refunds are processed within 14 days to the original payment method.
Refunds are issued only to the original payer.
Transaction fees of at least 4% will be deducted from all refund amounts.
Alternatively, refund amounts may be credited to your account for future bookings without transaction fees.
Credit Notes
Credit notes are valid for 12 months from the date of issue.
Credit notes are transferable to other travelers.
Credit notes may be applied to tours that cost more than the original booking, with any additional amount payable by the traveler.
Validity extensions may be possible if specific future travel dates are communicated before the initial 12-month period expires.
Cancellation Process
We process cancellation and refund requests within 1–7 business days.
To ensure proper handling, email all requests to untamedhorizonsafaris@gmail.com. / info@untamedhorizonsafaris.com
Refund Processing
Approved refunds follow the processing timeline below:
| Original payment method | Refund method | Processing time |
|---|---|---|
| Bank transfer | Bank transfer to the original payer | 7–14 business days |
If you have not received an expected refund:
Check your bank account again.
Contact your credit card company, if applicable, as posting times may vary.
Check with your bank about its processing timeframes.
If the issue remains unresolved, email untamedhorizonsafaris@gmail.com. or info@untamedhorizonsafaris.com
In extraordinary circumstances beyond our control, such as natural disasters, political instability, or health emergencies, our cancellation policy may be adjusted. We will work closely with affected travelers to find reasonable solutions.
Additional Information
Specific travel packages may have unique terms, which will be communicated during booking.
We recommend reviewing your travel insurance policy for potential cancellation coverage.
Our customer service team is available to answer questions and provide assistance.
Thank you for choosing Untamed Horizon Safaris. We appreciate your understanding of our policies and look forward to creating memorable travel experiences for you.