Cancellation and Refunds Policy – Discover Naivasha
1. Travel Experiences Cancellation and Refunds
a. Cancellation by Customer:
- Travel experience bookings can be cancelled within 14 days of making the booking, provided that the cancellation is not on the day of the scheduled experience.
- To cancel a booking, please notify us in writing at booking@discovernaivasha.co.ke / WhatsApp +254-763-600096 within the 14-day window.
- Refunds for cancelled bookings will be processed less payment transaction fees.
b. Refunds Processing:
- Refunds for eligible cancellations will be processed within 3 working days using the original payment method.
- Please note that the refund processing time may vary depending on payment providers and banking institutions.
c. Postponement of Bookings:
- If you wish to postpone your travel experience booking to a future date, you may do so without incurring any further charges. The request for postponement can be made even if it’s on the day of the scheduled experience.
2. Merchandise Returns and Refunds
a. Returns Eligibility:
- Merchandise can be returned within 14 days of receiving the product, provided that it is in fair condition and in its original packaging without any damage.
b. Returns Procedure:
- To initiate a return, please contact our customer support at booking@discovernaivasha.co.ke / WhatsApp +254-763-600096 within 14 days of receiving the merchandise.
- Our customer support team will guide you through the return process and provide you with the return address.
c. Refunds Processing:
- Once your returned merchandise is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed within 3 working days using the original payment method.
3. Non-Refundable Items
a. The following items are non-refundable:
- E-tickets or vouchers for travel experiences that have already been used or expired.
- Personalized or custom-made merchandise.
- Downloadable digital products that are presumed consumed upon download by the provider
4. Contact Information
a. For all cancellation, returns, and refund inquiries, please contact our customer support team at return@discovernaivasha.co.ke / WhatsApp +254-763-600096.
5. Amendments
a. Discover Naivasha reserves the right to update or modify this Cancellation and Refunds Policy at any time without prior notice. Any changes will be posted on our website.
6. Dispute Resolution
a. Any disputes regarding cancellations and refunds will be handled in accordance with the governing law and jurisdiction specified in our Terms and Conditions.
Please read this Cancellation and Refunds Policy carefully before making a purchase or booking on Discover Naivasha. If you have any questions or concerns, do not hesitate to contact our customer support.
Last Updated: 22nd-March-2023