Cancellation and refund policy

Every M-Talii partner offers one of three cancellation policies. The one that applies to your booking is shown on the listing and at checkout, and it is fixed when you pay: a partner changing their policy later does not affect your booking.

Refunds are worked out from the trip price. The M-Talii service fee is not refundable unless the partner or M-Talii cancels. "The deposit" means the partner's deposit percentage, or 30% if they take full payment. Days are counted to the first day of your trip, in Nairobi time.

Whatever the policy

• If you paid a deposit and the balance is not paid by its due date (7 days before the trip), the booking is cancelled and the deposit is not refunded.
• If the partner cancels, you get everything back, including the service fee.
• If your trip cannot go ahead for reasons beyond anyone's control, such as a government closure, a travel ban or flooding that cuts off access, you can move your dates or get a full refund except the service fee. Write to [email protected].
• Every booking includes one free date change, asked at least 20 days before the trip, to a new start date within six months; the length of the trip stays the same. The partner confirms availability within 48 hours. If the new dates are in a dearer season you top up the difference; a cheaper season is not refunded. Not available for flights, events or fixed-departure tours.
• Cancelling after a date change costs more, because we have already been flexible once: 35% of the trip price is kept if you cancel 30 days or more before the trip, 50% at 8 to 29 days, and everything within 7 days, or more if the partner's policy keeps more. Days count from your original date if it was earlier. A top-up not paid 7 days before the trip counts as cancelling.
• Refunds go back the way you paid (M-Pesa to the same number, or through Pesapal) within 14 days of cancelling. M-Talii covers the transaction costs.

How to cancel

Open your booking from the confirmation email or your account and choose "Change dates" or "Cancel booking". You will see exactly what will be refunded before you confirm. Questions: [email protected].