Effective Date: 18th June 2026
Website: https://roller-safaris.co.ke/
Company: Lilac Roller Safaris / Roller Safaris
At Roller Safaris, we are committed to offering reliable, well-planned, and memorable safari experiences. Because our services involve advance reservations with hotels, lodges, camps, transport providers, park authorities, guides, and other third-party suppliers, our refund and cancellation terms are designed to be fair to both our clients and the service providers involved in your trip.
By booking a safari, tour, transfer, excursion, or travel package with us, you agree to the terms outlined in this Refunds and Returns Policy.
Roller Safaris provides travel, safari, tour planning, transport, accommodation coordination, excursions, and related travel services. Since these are service-based bookings, physical product returns do not generally apply.
Where merchandise, physical travel items, or printed materials are sold separately, return terms may be provided at the time of purchase.
To confirm a safari or tour booking, clients may be required to pay a deposit. The deposit allows us to secure accommodation, transport, guides, park arrangements, and other essential travel services.
Deposits are generally used immediately to hold reservations with third-party suppliers. For this reason, deposits may be partially or fully non-refundable depending on the supplier terms attached to the booking.
The exact deposit amount, payment deadline, and balance payment date will be communicated during the booking process.
If you wish to cancel your booking, you must notify Roller Safaris in writing through email or official communication channels.
Cancellation charges may apply as follows:
Each safari package is different, and the final refund amount will depend on the specific terms of the hotels, lodges, camps, park authorities, airlines, transport providers, and other suppliers involved in your itinerary.
In rare cases, Roller Safaris may need to cancel, postpone, or adjust a tour due to circumstances beyond our control. These may include extreme weather, safety concerns, road conditions, park restrictions, supplier failure, civil disturbance, medical emergencies, government directives, or other unavoidable events.
Where we cancel a tour before it begins, we may offer one or more of the following options:
We will always communicate clearly and work with the client to find the most reasonable solution.
Clients may request changes to travel dates, number of travellers, accommodation level, destinations, pickup points, or itinerary details.
We will do our best to accommodate changes, but all amendments are subject to availability, supplier approval, and any additional costs that may arise.
Changes requested close to the travel date may attract amendment fees or additional supplier charges.
Approved refunds will be processed using the original payment method where possible, unless another method is agreed upon in writing.
Refunds may take time to process depending on the payment provider, bank, card processor, or international transfer system used.
Any transaction fees, currency conversion charges, bank charges, payment gateway fees, or administrative costs may be deducted from the refund amount.
The following items may be non-refundable once booked or paid for:
No refund will be issued for unused services after a tour has started, including missed meals, unused accommodation nights, skipped activities, missed transfers, or voluntary changes made by the client during the trip.
If a client chooses to leave a safari early or not participate in part of the itinerary, Roller Safaris will not be responsible for refunding the unused portion unless a supplier provides a refund.
Roller Safaris is not responsible for costs or losses caused by events beyond our control. These may include flight delays, missed flights, border delays, weather changes, illness, road closures, strikes, government restrictions, security issues, natural events, or other unexpected disruptions.
We strongly recommend that all travellers purchase comprehensive travel insurance before travelling.
Clients are advised to take out travel insurance that covers trip cancellation, medical emergencies, personal injury, lost luggage, travel delays, evacuation, and other unexpected events.
Travel insurance can help protect you from financial loss where refunds are not available from suppliers.
If you experience a concern during your trip, please inform your guide, driver, or our office as soon as possible so that we can address the issue while the tour is still ongoing.
Complaints raised after the trip will be reviewed, but Roller Safaris may not be able to offer compensation where we were not given an opportunity to resolve the issue during the tour.
To request a refund, please contact us with the following details:
Refund requests should be sent to:
Email: info@roller-safaris.co.ke
Website: https://roller-safaris.co.ke/
Roller Safaris may update this Refunds and Returns Policy from time to time. Any changes will be published on this page with an updated effective date.
Clients are encouraged to review this policy before confirming a booking.
We understand that travel plans can change, and we will always aim to handle cancellations and refund requests fairly, professionally, and transparently. However, because safari bookings depend heavily on third-party suppliers, refund decisions are often subject to the terms and conditions of those suppliers.
