Booking with Felessy Tours & Safaris
These Terms & Conditions govern bookings and travel services arranged by Felessy Tours & Safaris, legally trading as Fecona Travel Limited.
They are intended to provide clear and transparent information about the respective responsibilities of Felessy Tours & Safaris and our clients when arranging safaris, tours, excursions, transfers, accommodation and other travel-related services.
By confirming a booking or making payment toward a booking, the client acknowledges that they have had the opportunity to review the terms applicable to the booking, including these Terms & Conditions and any booking-specific conditions communicated in the quotation, invoice or booking confirmation.
Where a booking-specific written condition conflicts with a general provision in these Terms & Conditions, the specifically agreed condition will apply to the affected service, subject to applicable law.
Please Review Before Booking
Safari arrangements may involve advance commitments to lodges, camps, airlines, railway operators, park authorities, conservancies, activity providers and other third-party suppliers. Clients should therefore review the applicable payment, amendment and cancellation conditions before confirming their booking.
1 Definitions
In these Terms & Conditions, “Felessy Tours & Safaris”, “Felessy Safaris”, “we”, “us” and “our” refer to Felessy Tours & Safaris, legally trading as Fecona Travel Limited.
“Client”, “traveller”, “guest”, “you” and “your” refer to the person making the booking and, where applicable, the persons travelling under that booking.
“Services” may include safaris, excursions, accommodation, transfers, transportation, flights, railway journeys, activities, guiding and other travel arrangements booked or arranged through us.
“Supplier” means an independent third party involved in providing part of the booked travel arrangements, including hotels, lodges, camps, airlines, railway operators, park authorities, conservancies, marine parks and activity providers.
2 Booking & Confirmation
A quotation or proposed itinerary does not by itself guarantee availability. Accommodation, transport and other travel services remain subject to availability until the booking has been confirmed.
A booking will normally be regarded as confirmed once the required deposit or full payment has been received and we have issued written booking confirmation.
The deposit required may vary depending on the itinerary, travel dates, accommodation, group size and supplier conditions. The applicable payment requirements will be communicated in the quotation, invoice or booking confirmation.
The person making a booking on behalf of other travellers is responsible for ensuring that the other members of the booking are informed of the relevant booking conditions and that the information supplied to us is accurate.
3 Prices & Quotations
Prices will be stated in the quotation, itinerary, invoice or booking confirmation provided to the client.
Unless otherwise stated, quoted prices apply only to the services specifically identified as included in the quotation or itinerary.
Prices may vary according to travel dates, accommodation category, number of travellers, park and conservancy fees, fuel and transport costs, exchange rates, government charges and supplier rates.
Before a booking is confirmed, we reserve the right to correct an obvious pricing, calculation or typographical error and to provide a corrected quotation.
Once a booking has been confirmed, we will not arbitrarily increase the agreed price. However, additional amounts may become payable where the client requests changes or where a new or increased government tax, statutory fee, park fee or similar mandatory charge is imposed after confirmation and applies to the booked services.
Where such a mandatory increase materially affects a booking, we will communicate the change to the client as soon as reasonably practicable.
4 Inclusions & Exclusions
The services included in each booking will be stated in the applicable itinerary, quotation, invoice or booking confirmation.
Depending on the safari or tour, inclusions may include private transportation, professional driver-guide services, accommodation, meals, park fees, transfers, bottled drinking water and activities expressly listed in the itinerary.
Items not expressly identified as included should not be assumed to form part of the booking.
Personal expenses, gratuities, visas, international flights, travel insurance, optional activities and other services may be excluded unless specifically stated otherwise.
5 Payments
Payment instructions and due dates will be stated in the relevant invoice, quotation or booking confirmation.
Depending on the booking, payment may be accepted through available authorised payment methods, which may include bank transfer, card or hosted online payment facilities, mobile payment services or other methods communicated by us.
A booking may require a deposit, with the remaining balance payable by a specified date or upon arrival where expressly agreed in writing.
Some services may require full advance payment because the relevant supplier requires immediate or non-refundable settlement.
Clients are responsible for ensuring that payments are made by the stated due date. Where payment is not received when due, we may contact the client to request settlement and, where necessary, may release reservations that cannot reasonably be maintained without payment.
6 Online & Card Payments
Where online or card payment facilities are offered, payment processing may be provided through an authorised bank, card network, payment gateway or other payment-service provider.
Payment authorisation remains subject to the rules and approval procedures of the relevant bank, card issuer, card network or payment provider.
Felessy Tours & Safaris does not guarantee that every payment attempt will be approved. A transaction may be declined, delayed or subjected to additional verification by the relevant financial institution or payment provider.
Clients should ensure that payment information submitted through an authorised payment interface is accurate and that they are authorised to use the selected payment method.
Information concerning our handling of personal information is addressed separately in our Privacy Policy.
7 Currency & Exchange Rates
Bookings may be quoted or invoiced in currencies such as Euros, US Dollars, Kenya Shillings or another expressly stated currency.
Where the client's payment account is denominated in another currency, the client's bank, card issuer or payment provider may apply its own exchange rate, conversion method or international transaction charges.
Such third-party currency conversion rates and charges are outside our reasonable control.
8 Cancellation & Refunds
Cancellation charges, refund procedures, no-show conditions and related matters are governed by our Cancellation & Refund Policy together with any booking-specific or supplier-specific conditions communicated to the client.
Clients are strongly encouraged to review the Cancellation & Refund Policy before making payment.
Where a supplier imposes special or non-refundable conditions for a particular component, those conditions may apply to that component where they have been communicated as part of the booking arrangements.
View Cancellation & Refund Policy →9 Changes Requested by the Client
Requests to change travel dates, accommodation, itinerary, number of travellers or other confirmed arrangements will be considered wherever reasonably possible.
Requested changes remain subject to availability, supplier conditions and any additional costs arising from the amendment.
Where a requested change requires cancellation of an existing confirmed service, the cancellation conditions applicable to that service may apply.
We will endeavour to communicate significant additional costs or cancellation consequences before proceeding with a material requested change.
10 Changes to Travel Arrangements
Safari and travel arrangements sometimes require reasonable operational changes because of weather, road conditions, wildlife movements, safety considerations, park regulations, supplier availability or circumstances beyond our reasonable control.
We reserve the right to make reasonable changes to routes, game-drive timings, departure times, activity sequence and similar operational details where necessary.
Where a material change affects an essential part of the confirmed itinerary before commencement, we will endeavour to offer a comparable alternative.
Where an accepted replacement represents a material reduction in value, an appropriate adjustment, credit or refund may be provided where reasonably determinable.
11 Accommodation
Accommodation is subject to the conditions and operational requirements of the relevant hotel, lodge, camp or other accommodation provider.
Room descriptions and accommodation categories are based on information provided by the relevant supplier and may vary between properties.
If confirmed accommodation becomes unavailable for reasons outside our reasonable control, we will endeavour to provide accommodation of a comparable or higher standard and in a reasonably comparable location.
If only a materially lower-standard alternative is available and the client accepts it, an appropriate adjustment may be made where there is a demonstrable difference in cost or value.
12 Transport & Safari Vehicles
The type of transport provided will depend on the service confirmed in the applicable itinerary or booking confirmation.
Safari travel may involve uneven, dusty, muddy or unpaved roads and may require extended driving times between destinations.
Journey and arrival times are estimates and may be affected by road conditions, traffic, weather, park regulations, security measures, government directives and other operational circumstances.
In the event of a vehicle breakdown or other operational problem, we will make reasonable efforts to rectify the issue or arrange suitable alternative transport as soon as practicable.
13 Wildlife Sightings & Natural Conditions
Wildlife safaris take place in natural environments, and wildlife movements and behaviour cannot be controlled or guaranteed.
Our driver-guides will make reasonable professional efforts to provide rewarding game-viewing experiences, but sightings of particular species, predators, migrations, river crossings or other wildlife events cannot be guaranteed.
Weather, tides, sea conditions, wildlife movements and seasonal conditions may also affect outdoor and marine activities.
The absence of a particular wildlife sighting does not by itself constitute grounds for a refund.
14 Client Responsibilities
Clients are responsible for providing accurate information reasonably required to arrange their travel services, including correct names, travel dates and other booking information.
Clients are also responsible for arriving at agreed meeting and departure points at the communicated time and for following reasonable safety and operational instructions provided by guides, drivers, accommodation providers, park authorities and activity operators.
A client must not engage in conduct that creates a serious safety risk, unlawfully interferes with wildlife, materially disrupts other travellers or prevents the safe provision of the booked service.
Where a client's conduct creates an immediate and substantial safety risk, appropriate measures may be taken to protect the client, other travellers, staff, wildlife and property.
15 Passports, Visas & Travel Documents
Clients are responsible for ensuring that they possess valid passports, visas, travel authorisations and any other documents required for their journey.
Entry requirements may vary according to nationality, destination, transit arrangements and applicable government rules.
Where we provide general information concerning travel documentation, it is intended as assistance only. Clients should verify current requirements with the appropriate government, embassy, consulate or authorised immigration authority before travel.
16 Health & Fitness to Travel
Clients are responsible for considering whether the selected itinerary and activities are suitable for their individual circumstances.
Safari itineraries may involve long drives, uneven terrain, hot weather, walking, boat travel or other conditions that may require a reasonable level of mobility or fitness.
Where a traveller has a mobility requirement, dietary requirement or other circumstance that may materially affect the arrangements we are being asked to provide, the client should communicate the relevant practical requirements before confirmation so that we can determine whether reasonable arrangements can be made.
Clients should obtain appropriate professional medical advice concerning vaccinations, medication and other health precautions relevant to their travel where necessary.
17 Travel Insurance
We strongly recommend comprehensive travel insurance appropriate to the nature, destination and value of the client's trip.
Depending on the journey, suitable insurance may include cover for trip cancellation, interruption, medical emergencies, evacuation, transport disruption, baggage and personal belongings.
Clients are responsible for reviewing their chosen insurance policy and ensuring that the cover is suitable for their individual travel arrangements.
18 Third-Party Suppliers
Certain components of a booking may be provided by independent third-party suppliers such as accommodation providers, airlines, railway operators, park authorities and activity operators.
Those suppliers may apply their own reasonable operational, safety and booking conditions to the services they provide.
Felessy Tours & Safaris remains responsible for carrying out its own obligations in arranging the services agreed with the client. However, we cannot control every act, omission or operational decision of an independent supplier.
Where a problem involving a supplier arises, we will make reasonable efforts to assist the client and seek an appropriate resolution.
19 Force Majeure
Felessy Tours & Safaris will not be considered in breach of its obligations where performance is prevented or materially affected by extraordinary circumstances beyond its reasonable control.
Such circumstances may include severe weather, flooding, natural disasters, epidemics, government restrictions, border closures, security incidents, civil unrest, strikes, road or park closures, significant transport disruption or similar events beyond our reasonable control.
Where such circumstances occur, we will make reasonable efforts to minimise disruption and may modify, reschedule or substitute affected services where appropriate.
Refunds or credits in such circumstances will be addressed in accordance with our Cancellation & Refund Policy and the recoverability of payments made to third-party suppliers.
20 Unused Services, Late Arrival & No-Shows
Once travel services have commenced, services voluntarily unused by the client will normally not be refundable.
This may include accommodation, meals, game drives, transfers, excursions or activities missed because of late arrival, early departure or personal choice.
Failure to arrive at an agreed departure or meeting point without reasonable prior communication may be treated as a no-show.
Where a genuine travel delay occurs, we will make reasonable efforts to assist the client, but additional expenses arising from the delay may be payable by the client.
21 Responsibility & Liability
Felessy Tours & Safaris will exercise reasonable care and skill in arranging and providing the travel services for which it is responsible.
Nothing in these Terms & Conditions is intended to exclude or restrict liability or consumer rights where such liability or rights cannot lawfully be excluded or restricted.
Subject to applicable law, we are not responsible for losses arising solely from circumstances outside our reasonable control, from the client's own act or omission, or from an independent third party unrelated to the performance of the booked travel services.
Clients are expected to take reasonable steps to minimise avoidable loss and to inform us promptly when a problem arises so that we have a reasonable opportunity to assist.
22 Problems & Complaints During Travel
If a problem arises during a safari, tour or other service, the client should notify the driver-guide, representative, relevant supplier or Felessy Tours & Safaris as soon as reasonably possible.
Prompt notification gives us the best opportunity to investigate and, where possible, correct the issue while the client is still travelling.
If the matter cannot be resolved during travel, the client should contact us after the trip with the relevant booking details and a clear description of the issue so that it can be reviewed.
We will endeavour to investigate legitimate complaints fairly and respond within a reasonable period.
23 Payment Errors & Disputes
If a client believes that a payment has been duplicated, incorrectly charged, unauthorised or that an agreed refund has not been properly processed, the client should contact us promptly so that the matter can be investigated.
Where a formal payment dispute or chargeback is raised, we may provide the relevant bank, card issuer, payment processor or other authorised institution with information reasonably necessary to respond to the dispute.
Such information may include booking confirmations, invoices, payment records, correspondence, cancellation conditions and evidence of services reserved or provided.
Nothing in this section is intended to prevent a client from exercising any right available under applicable law or the rules of their payment provider.
24 Privacy & Personal Information
We collect and use personal information where reasonably necessary to respond to enquiries, administer bookings, arrange travel services, communicate with clients, process or reconcile payments and meet legitimate legal or operational requirements.
Personal information may need to be shared with relevant suppliers where necessary to provide the services requested by the client.
Further information about the collection, use, storage and disclosure of personal information is provided in our Privacy Policy.
View Privacy Policy →25 Website Information
We make reasonable efforts to ensure that information published on our website is accurate and current.
Safari prices, park fees, accommodation availability, travel requirements, supplier information and other travel conditions can change.
Website information should therefore be read together with the specific quotation, itinerary, invoice and booking confirmation issued for a particular booking.
Photographs and descriptions are intended to provide a reasonable representation of destinations and services but should not be interpreted as guaranteeing wildlife sightings, exact room layouts, weather or other conditions that naturally vary.
26 Website Content & Intellectual Property
Unless otherwise indicated, original website text, branding, itinerary presentation, graphics and other proprietary content published by Felessy Tours & Safaris may not be reproduced, republished or used commercially without appropriate permission.
Third-party trademarks, photographs or other materials remain the property of their respective owners where applicable.
27 Special & Booking-Specific Conditions
Certain bookings may require special conditions because of supplier requirements, group size, peak-season travel, exclusive-use properties, private charters, flights, permits or other special arrangements.
Where special terms apply, they will be communicated through the quotation, invoice, booking confirmation or other written booking communication.
Such specific conditions will take precedence over these general Terms & Conditions for the affected service where there is a conflict.
28 Applicable Law & Dispute Resolution
These Terms & Conditions and bookings made with Felessy Tours & Safaris are governed by the applicable laws of Kenya, subject to any mandatory consumer rights or legal protections that may apply and cannot lawfully be excluded.
Where a dispute arises, the parties are encouraged first to attempt to resolve the matter directly and in good faith.
If a dispute cannot be resolved amicably, either party may pursue the remedies available to it under applicable law.
29 Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our services, payment arrangements, legal requirements or operational practices.
The current version will be published on this page together with the date on which it was last updated.
Unless required by applicable law or expressly agreed with the client, a later website update will not retrospectively replace specific terms already agreed for a confirmed booking where doing so would materially disadvantage the client.
30 Acceptance of Terms
By confirming a booking and making the required payment, the client acknowledges the Terms & Conditions applicable to the booking, together with the relevant booking-specific conditions.
These Terms & Conditions should be read together with our Cancellation & Refund Policy and Privacy Policy.
Nothing in these Terms & Conditions is intended to exclude, restrict or override any mandatory right or protection that cannot lawfully be excluded.
Questions About These Terms?
If you have questions about these Terms & Conditions or about the conditions applicable to a particular booking, please contact our safari team before confirming your booking.
