Refund and Returns Policy

Last Updated: January 20, 2025

1. Introduction

At Orusa Tours & Travel, we understand that circumstances can change. This policy outlines our approach to refunds and cancellations for all our travel services and packages.

2. Definitions

• Booking Date: The date when initial deposit or full payment is received
• Departure Date: The start date of your tour or travel package
• Cancellation Fee: The amount withheld from your refund based on the cancellation timeline
• Force Majeure: Unforeseeable circumstances preventing trip fulfilment
• Package Price: The total amount paid for the travel package

3. Standard Refund Schedule

3.1 Cancellation Timeline and Refund Amounts

• 60+ days before departure
  • 100% refund minus administrative fee of $100
  • Deposit may be transferred to future bookings within 12 months
• 45-59 days before departure
  • 70% refund of the total package price
  • Deposit non-transferable
• 30-44 days before departure
  • 50% refund of total package price
  • Non-transferable
• 15-29 days before departure
  • 25% refund of total package price
  • Non-transferable
• 14 days or less before departure
  • No refund
  • No transfer options available

3.2 Deposit Policies

• Initial deposits (30% of package price) secure your booking
• Deposits are included in refund calculations
• Deposits may be transferable only under 60+ day cancellation terms

4. Special Circumstances

4.1 Force Majeure Events

In cases of:

• Natural disasters
• Political unrest
• Public health emergencies
• Government travel restrictions

We offer:

• Full credit for future travel within 24 months
• Alternative destination options where possible
• Case-by-case evaluation for cash refunds

4.2 Medical Emergencies

With proper documentation:

• Full credit for future travel within 18 months
• Reduced cancellation penalties
• Option to transfer booking to another person
• Case-by-case evaluation for full refunds

5. Non-Refundable Items

The following are non-refundable under any circumstances:

• Travel insurance premiums
• Visa processing fees
• Vaccination costs
• Flight change fees
• Administrative fees for cancellations
• Third-party permits and passes

6. Partial Service Cancellations

6.1 Package Components

• Individual components cannot be refunded separately
• Package prices are calculated as complete units
• Unused services are not refundable

6.2 Optional Activities

• Optional activities cancelled 48+ hours in advance: Full refund
• Optional activities cancelled 24-47 hours in advance: 50% refund
• Optional activities cancelled less than 24 hours in advance: No refund

7. Refund Process

7.1 Request Submission

• All refund requests must be in writing
• Submit to: [Insert Email]
• Include the booking reference number
• Provide reason for cancellation
• Attach supporting documentation if applicable

7.2 Processing Timeline

• Acknowledgment within 2 business days
• Processing time: 7-14 business days
• Refund to the original payment method
• Bank transfer fees deducted from the refund amount

8. Company-Initiated Cancellations

8.1 Full Refund Conditions

If we cancel your tour due to:

• Insufficient participants
• Operational issues
• Safety concerns You receive:
• 100% refund including deposit
• OR Option to transfer to an alternative tour
• OR Credit for future travel within 24 months

8.2 Compensation Policy

For company-initiated cancellations:

• A full refund of all payments
• Compensation for proven direct losses
• Assistance with alternative arrangements

9. Travel Insurance

• Strongly recommended for all bookings
• May provide additional cancellation coverage
• Independent of this refund policy
• Claims process separate from company refunds

10. Special Promotions and Discounts

• Non-refundable promotional discounts
• Special rate bookings may have different refund terms
• Flash sale bookings typically non-refundable
• Early bird discounts subject to standard refund schedule

11. Disputes and Resolution

• An initial review by customer service
• Secondary review by management if requested
• Final decision within 30 days
• Option for third-party mediation

12. Contact Information

For all refund-related queries:

Orusa Tours & Travel
Address: Mutall Building, 2nd Floor, Suite 29. Magadi Rd, Kiserian, Kenya
Email: reservations@orusatours.com
Phone: +254 713 064121
Hours: Monday to Friday 9am to 5pm

13. Policy Updates

• Subject to change without notice
• Changes apply to new bookings only
• Existing bookings honoured under original terms
• Current policy available onthe  website

14. Governing Law

This Refund Policy is governed by the laws of Kenya and applicable tourism regulations.