Rates & What’s Included
1. Purpose
This policy applies to accommodation, activities, transfers and other services booked directly through Jacaranda Bush Camp’s website or reservations team.
Bookings made through a travel agent, tour operator or third-party platform are governed by the cancellation and refund conditions provided by that booking partner.
2. Standard accommodation cancellations
Unless different terms are clearly displayed before payment, the following conditions apply:
| Cancellation time before check-in | Refund |
|---|---|
| 30 days or more | 100% refund |
| 15–29 days | 50% refund |
| 14 days or fewer | No refund |
| Failure to arrive | No refund |
Approved refunds may exclude a non-refundable bank, payment-processing or third-party charge only where that charge was disclosed and cannot reasonably be recovered.
The cancellation period is calculated from the Camp’s scheduled check-in time on the confirmed arrival date.
3. Non-refundable bookings
A booking described as non-refundable cannot normally be refunded after confirmation.
Before payment, the non-refundable condition must be clearly displayed in the rate description, checkout page or booking confirmation.
A non-refundable booking may still qualify for a refund where:
- Jacaranda Bush Camp cancels the reservation;
- The booked service cannot be provided;
- A duplicate or incorrect payment was processed;
- Applicable law requires a refund; or
- The Camp agrees otherwise in writing.
4. How to cancel
Cancellation requests must be submitted using the contact information on the Jacaranda Bush Camp website or booking confirmation.
The request should include:
- Lead guest’s full name.
- Booking reference.
- Check-in and check-out dates.
- Accommodation category.
- Reason for cancellation.
- Payment reference, where available.
A cancellation is effective when it has been received and acknowledged by Jacaranda Bush Camp.
Guests should retain the written cancellation acknowledgement.
5. Date changes
Requests to change travel dates are subject to availability.
A date-change request submitted at least 30 days before check-in may be accepted without a cancellation charge, provided:
- The requested accommodation is available;
- The booking is transferred to the new dates;
- Any increase in the room or seasonal rate is paid;
- The change is confirmed in writing.
If the new rate is lower, any credit or refund will depend on the confirmed booking conditions.
Requests received fewer than 30 days before arrival may be treated as cancellations and rebookings.
An unconfirmed request does not change the original reservation.
6. Changes to guest numbers
Guests must provide the correct number and ages of adults, children and infants.
Where guest numbers change:
- The total may be recalculated under the applicable occupancy and child policy.
- A rate increase must be paid before arrival.
- A reduction in guests does not automatically qualify for a refund.
- Removing a guest within the applicable cancellation period is treated as a partial cancellation.
- The room must remain within its permitted occupancy.
A guest aged 12 or above is charged as an adult.
7. Activities, transfers and optional services
Cancellation of an activity, transfer or optional service may be governed by the service provider’s conditions.
These services may include:
- Game drives.
- Airstrip transfers.
- Road transfers.
- Bush breakfasts.
- Bush dinners.
- Cultural visits.
- Horseback activities.
- Other third-party experiences.
Where Jacaranda Bush Camp has already paid a non-refundable third-party cost on the guest’s behalf, that amount may be deducted from an approved refund if it was properly disclosed.
8. Park and conservation fees
National park, reserve and conservation fees are controlled by the relevant authorities and may have separate refund conditions.
Where Jacaranda Bush Camp has paid such fees on behalf of a guest:
- A refund depends on whether the relevant authority returns the payment.
- Any amount successfully recovered will be passed to the guest.
- Non-refundable authority charges may be deducted from the refund.
9. No-shows
A guest is considered a no-show when they do not arrive on the confirmed date and have not communicated an approved change or cancellation.
No-shows are not eligible for a refund.
The Camp may release the accommodation where a guest fails to arrive or communicate within a reasonable period after the scheduled arrival date.
10. Late arrivals
Guests expecting to arrive late must contact Jacaranda Bush Camp.
A late arrival does not automatically change the check-out date or reduce the confirmed accommodation charge.
If a guest cannot arrive because of a delayed flight or transfer, any refund will depend on:
- The applicable cancellation conditions.
- Whether the Camp caused the disruption.
- Whether the affected service can be recovered from a third party.
- The guest’s travel-insurance coverage
11. Early departure
Guests who leave before the confirmed check-out date are not normally entitled to a refund for unused nights, meals, activities or services.
Where early departure results from an emergency or exceptional circumstance, Jacaranda Bush Camp may consider an amendment, credit or partial refund at its discretion and subject to recoverable costs.
This does not limit any right available under applicable law.
12. Cancellation by Jacaranda Bush Camp
If Jacaranda Bush Camp cancels a confirmed reservation because it cannot provide the booked accommodation or service, the guest may choose between:
- Comparable alternative accommodation or services;
- Moving the reservation to mutually agreed dates;
- A booking credit; or
- A refund of amounts paid directly for services that cannot be provided.
A guest will not be required to accept an unsuitable alternative.
13. Force majeure
Events beyond reasonable control may include:
- Severe weather.
- Flooding or fire.
- Natural disasters.
- Public-health emergencies.
- Government restrictions.
- Civil unrest.
- Closure of roads, airstrips, parks or reserves.
- Major transport disruption.
- Other comparable emergencies.
Where such an event prevents the Camp from providing the reservation, we will communicate available options, which may include:
- Rescheduling.
- A booking credit.
- Alternative services.
- A full or partial refund.
Any refund may take account of reasonable, disclosed third-party costs that cannot be recovered. Mandatory rights under Kenyan law remain unaffected.
14. Duplicate or incorrect payments
A verified duplicate payment or amount charged in error will be refunded in full.
The guest should provide:
- Booking reference.
- Payment receipt.
- Transaction reference.
- Date and amount charged.
- Name of the payment provider.
Suspected unauthorised payments may require verification with the payment provider before a refund is processed.
15. Refund method
Approved refunds will normally be returned through the original payment method.
Refunds cannot ordinarily be redirected to:
- An unrelated bank account.
- A different payment card.
- Another person.
- An unverified mobile-money account.
An alternative method may be used only after appropriate identity, ownership and payment verification.
16. Processing time
Jacaranda Bush Camp will aim to initiate an approved refund within 14 business days after:
- The cancellation has been acknowledged;
- The refundable amount has been confirmed; and
- All required payment information has been received.
Banks, card networks, mobile-money services and payment gateways may require additional time to credit the guest’s account.
17. Currency differences
Refunds are processed in the currency and amount originally received by Jacaranda Bush Camp where technically possible.
The final amount appearing in another currency may differ because of:
- Exchange-rate movements.
- Bank conversion rates.
- Card-network charges.
- International transaction fees.
Jacaranda Bush Camp does not control charges imposed independently by a guest’s bank or payment provider.
18. Booking credit
Where agreed, a guest may accept a booking credit instead of a cash refund.
The credit confirmation should state:
- The credit amount.
- Expiry date.
- Eligible accommodation or services.
- Whether it can be transferred.
- Any excluded dates.
- How to redeem it.
A booking credit will not replace a cash refund where the guest is legally entitled to receive money back and has not agreed to accept the credit.
19. Travel insurance
Guests are strongly encouraged to obtain travel insurance covering:
- Trip cancellation.
- Medical emergencies.
- Flight disruption.
- Lost luggage.
- Evacuation.
- Park or destination closures.
- Other unexpected travel interruptions.
Failure to obtain insurance does not change the applicable cancellation conditions.
20. Refund disputes
A guest who disagrees with a refund decision should submit a written request containing:
- Booking reference.
- Cancellation date.
- Payment evidence.
- Reason for the dispute.
- Requested resolution.
Jacaranda Bush Camp will review the request and respond using the contact information provided by the guest.
Nothing in this policy prevents either party from using a lawful consumer-protection or dispute-resolution process.
21. Statutory rights
Nothing in this policy excludes or limits a right or remedy that cannot lawfully be excluded under Kenyan law.
If a provision conflicts with mandatory law, the mandatory law will apply and the remaining provisions will continue operating where possible.