Effective Date: 18th June 2026
Website: https://roller-safaris.co.ke/
Company: Lilac Roller Safaris / Roller Safaris
At Lilac Roller Safaris Ltd, we understand that travel plans can change. We aim to handle cancellations and refund requests fairly, transparently and professionally.
At Roller Safaris, we are committed to offering reliable, well-planned, and memorable safari experiences. Bookings often involve advance payments to hotels, lodges, camps, transport providers, airlines, park authorities and activity operators. Some of these payments may be non-refundable once reservations are confirmed.
This policy explains how cancellations and refunds are handled. It should be read together with our Terms & Conditions, confirmed quotation, invoice and itinerary
Refunds at Lilac Roller Safaris depend on the notice given before departure and the cancellation terms of our suppliers, including lodges, parks, airlines and other service providers.
All cancellations must be submitted in writing to booking@roller-safaris.co.ke. The date we receive your request determines the applicable cancellation period.
61 days or more before departure: 90% refund of the total amount paid, with 10% retained as a cancellation fee.
31–60 days before departure: 75% refund of the total amount paid, with 25% retained as a cancellation fee.
15–30 days before departure: 50% refund of the total amount paid. Additional non-refundable supplier deposits and cancellation charges may apply.
14 days or less before departure: No refund, except where required by applicable law.
No-show: Generally non-refundable, subject to applicable law.
Supplier deductions must be relevant to the booking, explained to the Client and permitted by law. We strongly recommend comprehensive travel insurance.
For cancellations made 40 or more days before departure, Clients may choose a travel credit instead of a cash refund. The credit equals the total amount paid and is valid for nine months from the cancellation date. It may be used for a future safari with Lilac Roller Safaris, subject to availability and any applicable price differences.
Certain costs may be non-refundable, including accommodation deposits, park and conservation fees, special permits, transport tickets and supplier cancellation charges.
Where supplier payments are recovered, those amounts will be considered in the refund calculation. Any deductions will be explained and handled in accordance with applicable law.
Refunds are returned to the original payment method and original payer, where possible.
Most refunds are processed within six weeks of receiving the written request.
Where payments have been made to suppliers, processing may take longer while recoverable funds are returned.
Additional funds subsequently recovered from suppliers will be returned to the Client without an additional administrative fee.
The 3.5% card surcharge and bank transfer charges are non-refundable where retained by the payment provider or bank and permitted by law.
We will communicate significant delays and applicable deductions.
Changes to travel dates, accommodation, destinations or passenger numbers are subject to availability and may attract additional charges.
Unused accommodation, missed activities and early departures are generally non-refundable unless a supplier provides a refund or applicable law requires otherwise.
If we cancel a tour, we will communicate with the Client and discuss reasonable alternatives, including rescheduling, travel credit or a refund where due under the booking agreement and applicable law.
Comprehensive travel insurance is required for Clients booking with Lilac Roller Safaris. Cover should include trip cancellation, medical expenses, emergency evacuation, repatriation and travel delays, as relevant to the itinerary.
Lilac Roller Safaris offers payment options through Pesapal, credit cards, Triply and bank electronic funds transfers (EFTs), where available. Clients should use only our official payment instructions.
For cancellations, refunds or disputes, contact booking@roller-safaris.co.ke or info@roller-safaris.co.ke.
Please provide your full name, booking reference, travel dates, payment details and reason for cancellation.
We aim to respond to complaints within 30 days where reasonably practicable.
This policy is governed by the laws of the Republic of Kenya. Nothing in this policy excludes consumer rights or remedies that cannot lawfully be excluded.
LILAC ROLLER SAFARIS LTD
Your Journey. Our Passion.
Your money, protected.
