Cancellation & Refund Policy

Travel plans move — flights shift, meetings overrun, safaris get rained out. This policy explains how cancellations, changes and refunds work for every booking with Dimmi Safaris & Tour, whether made online, on WhatsApp, or at our desk inside Jomo Kenyatta International Airport.

One principle runs through all of it: the earlier you tell us, the more we can return. A driver is only ever dispatched when your trip is confirmed — so a timely word costs you little or nothing.

You can cancel any confirmed booking through the same channel you booked on — quoting your booking reference:

• More than 24 hours before pickup — full refund of any amount paid, no questions
• Between 12 and 24 hours before pickup — refund less a reasonable dispatch fee, to cover the slot held for you
• Under 12 hours before pickup — refund at coordinator discretion; where a driver has already been assigned or dispatched, the fare may be retained in part or in full
• Multi-day safaris, events and coach hires carry separate cancellation windows agreed in writing at booking — the larger the operation, the earlier we need to know

Changing the date, time or pickup point is almost always free when done before dispatch. Send the new details to the desk with your reference and the booking simply moves. Fare differences apply only if the new route is materially different from the agreed one.

If your flight is delayed, diverted or rescheduled, the pickup moves with it — that is what flight tracking is for, and it costs nothing. If your flight is cancelled outright, tell the desk and choose a new time or a refund under the cancellation tiers above.

Missed flights due to immigration queues, baggage delays or security holds are handled case by case — message us from the queue and we keep the pickup alive wherever possible.

A no-show is a trip where the driver arrives on time, waits a reasonable window, and cannot reach you at the contact details on the booking. No-shows are treated as used trips — the fare stands. If you were reachable but a genuine emergency kept you away, call the desk; we are drivers, not debt collectors, and we listen.

Very rarely, a vehicle fault, safety issue or force-majeure event forces us to cancel a confirmed trip. When that happens you choose: a replacement vehicle at the agreed fare, or a full refund — issued promptly, every time. Where a downgrade is the only option, the difference is refunded.

Approved refunds go back the way the payment came in:

• Card and online payments — reversed to the same card or wallet, typically within 5–10 business days depending on your bank
• M-Pesa — returned to the paying number, usually within 1–3 business days
• Bank transfers and corporate accounts — returned or credited on the next invoice run
• Cash — refunded by M-Pesa or bank transfer after desk confirmation

If you believe a cancellation or refund was handled wrongly, contact the desk first with your booking reference — most disputes are a misunderstanding about timing, and a coordinator can fix them on the spot. Unresolved disputes follow the governing-law clause in our Terms of Service.