Last Updated: 10/10/2024

At Exploring Mombasa, we strive to balance the needs of our guests and partners by offering flexibility within the boundaries of each partner’s specific cancellation and refund policies.

1. General Cancellation Policy

  • Guest Cancellations: Guests should review the cancellation policy of the specific service provider (hotels, tours, activities, car rentals, etc.) before making a booking. Each partner may have different policies regarding refunds and cancellations, and guests are bound by those specific terms.
  • Partner Cancellations: If a partner (hotel, tour operator, car rental provider, etc.) cancels the service, the partner is responsible for offering alternatives or issuing a refund according to their cancellation policy.

2. Cancellation Timeframes

While each partner sets their own cancellation terms, the following are general guidelines for services offered through Exploring Mombasa:

  • Tours and Activities:
    Partners generally offer full refunds for cancellations made at least 72 hours before the start of the tour/activity. For specific policies, refer to the partner’s terms during booking.
  • Hotels and Apartments:
    Many hotels offer free cancellations for bookings cancelled more than 72 hours before check-in. Please check the partner’s terms for specific cancellation policies.
  • Car Rentals:
    Full refunds are typically available for cancellations made more than 72 hours before the rental period begins. However, this is subject to each partner’s policy.

3. Non-Refundable Services

Some services or promotions may be marked as Non-Refundable. This will be clearly stated at the time of booking, and no refund will be issued for such services if cancelled.

4. No-Shows

If a guest does not arrive for their booking (tour, accommodation, car rental, etc.) and does not cancel according to the service provider’s policy, the booking will be considered a No-Show and no refund will be provided.

5. Refund Process

Refunds are processed according to each partner’s specific cancellation policy. Exploring Mombasa acts as a facilitator and is not responsible for processing refunds unless explicitly stated.

  • Refund Method: Refunds will be issued to the original payment method used.
  • Processing Time: Refunds are generally processed within 7-14 business days of cancellation, though this may vary depending on the partner and payment provider.

6. Modifications to Bookings

Changes to bookings (e.g., dates, service modifications) must be handled directly with the partner and are subject to availability and each partner’s terms. Requests made less than 72 hours prior to the service may not be accommodated and may be treated as cancellations.

7. Force Majeure

In cases of unforeseen circumstances beyond anyone’s control (e.g., natural disasters, political unrest, pandemics), refunds or credits may be issued on a case-by-case basis, depending on the partner’s policy.

8. Taxes and Fees

Refunds may exclude non-refundable taxes, fees, or charges, depending on applicable laws and the partner’s specific terms.

9. Contact Us

For any questions or assistance with cancellations or refunds, please reach out to our support team:

Email: info@exploringmombasa.com

10. Policy Updates

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website.