Effective Date: June 19, 2025

At Travelers Delight, we understand that travel plans can change. This Refund Policy outlines the terms and conditions under which refunds are processed for bookings made through our website. Please read this policy carefully before making a booking.

It is important to note that our refund capabilities are often dictated by the terms and conditions of our third-party suppliers (airlines, hotels, tour operators, car rental companies, etc.) and not solely by Travelers Delight.

1. General Refund Principles

  • Supplier Terms Govern: All refunds are subject to the specific cancellation and refund policies of the individual airline, hotel, tour operator, or other service provider (the “Supplier”) for each component of your booking. These terms may vary significantly by Supplier, fare type, room rate, and booking conditions.
  • Travelers Delight Service Fees: In addition to any Supplier fees, Travelers Delight may charge a service fee for processing cancellations and refunds. This fee covers the administrative costs associated with modifying or canceling your booking.
  • Non-Refundable Items: Certain elements of a booking are typically non-refundable by Suppliers, including but not limited to:
    • Promotional fares, special offers, or non-refundable room rates.
    • Airline tickets purchased as “non-refundable” fares.
    • Some travel insurance premiums (unless specified by the insurance provider).
    • Amendment or change fees already incurred.
    • Service fees charged by Travelers Delight.
  • Refund Processing Time: Once a refund is approved by Travelers Delight and the relevant Supplier(s), it typically takes [e.g., 7-14 business days, or 2-4 weeks] for the refund to be processed and appear on your statement. This timeframe can vary depending on the Supplier and your financial institution.

2. How to Request a Refund

All refund requests must be submitted in writing via email to [sales@travelersdelight.co.ke] or through our designated online refund request form.

Your refund request should include:

  • Your booking reference number.
  • The full names of all travelers involved.
  • The reason for the cancellation/refund request.
  • Any supporting documentation (e.g., medical certificates, death certificates, airline cancellation notices).

Our customer service team will review your request and advise you on the applicable Supplier policies and any potential refund amount.

3. Flight Refunds

  • Airline Policies: Airline tickets are generally subject to strict refund rules set by the airline and the specific fare class purchased. Many discounted fares are non-refundable.
  • 24-Hour Rule (for applicable bookings): For certain airline tickets purchased to or from specific regions (e.g., flights involving the US, depending on airline origin), you may be entitled to a full refund if you cancel within 24 hours of booking, provided the departure date is at least 7 days away. This rule is airline-specific and not guaranteed for all bookings.
  • Airline-Initiated Cancellations/Changes: If an airline cancels or significantly changes a flight, you are generally entitled to a full refund from the airline, regardless of the ticket’s original refundability. Travelers Delight will assist you in processing these refunds in accordance with the airline’s procedures.
  • No-Shows: If you fail to show up for a flight without prior cancellation, your ticket will typically be forfeited, and no refund will be issued.

4. Hotel, Accommodation, and Car Rental Refunds

  • Supplier Cancellation Deadlines: Hotels and car rental companies typically have specific cancellation deadlines (e.g., 24, 48, or 72 hours prior to check-in/pickup) for a full refund. Cancellations made after this deadline may result in charges, often equivalent to one night’s stay or the full rental cost, depending on the Supplier’s policy.
  • Non-Refundable Rates: Many hotels offer discounted “non-refundable” rates, which, as the name suggests, do not qualify for a refund if cancelled.
  • Early Departures: No refunds are typically issued for early departures from hotels or unused portions of car rentals.

5. Tour and Activity Refunds

  • Varying Policies: Refund policies for tours and activities vary widely by operator. Some may offer full refunds for cancellations made several days or weeks in advance, while others may have strict no-refund policies, especially for tickets or immediate confirmations.
  • Minimum Participant Requirements: Some tours may require a minimum number of participants to operate. If this minimum is not met and the tour is cancelled by the operator, you will typically receive a full refund or the option to reschedule/substitute for another tour.
  • No-Shows: Failure to appear for a scheduled tour or activity will result in no refund.

6. Cruises and Vacation Packages Refunds

  • Cruises and complex vacation packages often have multi-tiered cancellation policies with increasing penalties as the departure date approaches. Full refunds are typically only available for cancellations made very far in advance (e.g., 90+ days).
  • Final Payment Deadlines: Once final payment has been made, cancellation penalties are often significant, potentially resulting in forfeiture of the entire amount paid.

7. Force Majeure and Unforeseen Circumstances

  • In cases of unforeseen circumstances beyond our control or that of our Suppliers (e.g., natural disasters, pandemics, acts of war, government restrictions), the ability to offer refunds or alternative arrangements will be subject to the policies of the individual Suppliers.
  • While Travelers Delight will endeavor to assist you in such situations, we cannot guarantee refunds if Suppliers refuse to issue them due to force majeure clauses in their terms and conditions. Travel insurance is highly recommended to cover such eventualities.

8. Travelers Delight Service Fees

  • Travelers Delight reserves the right to charge a non-refundable administrative service fee for processing cancellations, amendments, and refunds, in addition to any fees levied by the Suppliers. This fee will be communicated to you before processing your request.
  • These fees compensate Travelers Delight for the time and resources expended in managing your booking and refund request.

9. Refund Method

  • All approved refunds will be processed back to the original form of payment used for the booking.
  • If the original payment method is no longer valid, you may be required to provide updated bank details, and an alternative refund method will be determined on a case-by-case basis.

10. Travel Insurance

Travelers Delight strongly recommends purchasing comprehensive travel insurance at the time of booking. Travel insurance can protect you against financial loss in the event of unexpected cancellations, delays, medical emergencies, or other unforeseen circumstances that are not covered by this Refund Policy or Supplier policies.

11. Amendments to Bookings

  • Requests for amendments (e.g., date changes, name changes) are subject to Supplier terms and conditions and may incur amendment fees from both the Supplier and Travelers Delight.
  • If an amendment results in a price difference, you will be required to pay the increase. No refunds are typically issued if an amendment results in a lower price.

12. Disputes

If you believe there is an error in your refund or have a dispute regarding our policy, please contact our customer service team at sales@travelersdelight.co.ke within 30 days of receiving your refund confirmation or denial. We will investigate your concerns promptly.

By proceeding with a booking on Travelers Delight, you acknowledge and agree to the terms of this Refund Policy and the individual cancellation and refund policies of the respective Suppliers involved in your booking.

Key Elements that make this :

  • Supplier-Driven Policy: Clearly states that ultimate refundability depends on the supplier’s (airline, hotel, etc.) terms, which is standard practice for travel agents who are intermediaries.
  • 24-Hour Rule Mention: Acknowledges the common 24-hour free cancellation window for flights (where applicable).
  • Different Product Categories: Breaks down refunds by flights, hotels, tours, and packages, recognizing that each has different industry norms.
  • Service Fees: Includes the right for Travelers Delight to charge its own administrative fees.
  • Non-Refundable Items: Clearly lists common non-refundable components.
  • Force Majeure: Addresses unforeseen circumstances and limits Travellers Delight’s liability, shifting the emphasis to travel insurance.
  • Strong Travel Insurance Recommendation: Emphasizes the importance of travel insurance as the primary protection for the traveler.
  • Clear Process: Outlines how to request a refund and what information is needed.
  • Refund Method & Timelines: Sets expectations for how and when refunds are processed.
  • No-Show Policy: Clearly defines consequences of no-shows.
  • Transparency: Uses clear and concise language.