Terms & Conditions
These terms cover the use of this website and the basis on which Volcan Tours & Travel quotes for and operates safaris. Please read them before you book.
About these terms
“We”, “us” and “Volcan” mean Volcan Tours & Travel Limited, a tour operator registered in Kenya, with its office at 1st Floor, Luther Plaza, Nyerere Road, Nairobi (postal address: P.O. Box 50 – 90125, Konza Technopolis). “You” means the person making a booking or enquiry, including on behalf of others travelling with you.
When you book, you confirm that you have authority to accept these terms for everyone in your party.
Using this website
The content here, including photographs, itineraries and written descriptions, belongs to Volcan or is used with permission. You are welcome to read it, print it and share links to it. You may not republish it commercially without our written consent.
We keep the site as accurate as we can, but park fees, permit costs, lodge availability and road conditions change. Nothing on this site is a binding offer until we have confirmed it to you in writing.
Quotes and prices
Prices shown are indicative, quoted per person sharing, in US dollars, and based on the season and party size stated. Every quote states how long it is valid, and a booking is confirmed only once we have confirmed it in writing and received the deposit.
Where a quote includes gorilla trekking, the permit is a fixed government cost and is included in the figure we quote. Permits are issued against a named individual and, once purchased, are treated as non-refundable by the issuing authority regardless of our own cancellation terms.
We may adjust a confirmed price only where a government or authority changes park fees, permit costs or taxes after confirmation. We will show you the change in writing and you may cancel without penalty if you do not accept it.
Payment, changes and cancellation
Deposits, balances, payment methods, changes, cancellation and refunds are covered in our Booking & Payment Terms, which form part of these terms.
What is and is not included
Every quote itemises exactly what it covers. Unless your quote says otherwise, it excludes international flights, visas and entry permits, travel insurance, drinks, personal spending, and tips.
Insurance
Comprehensive travel insurance is a condition of travelling with us. It must cover medical treatment, emergency evacuation, and cancellation. Trekking, climbing and similar activities often need specific cover, so check your policy against your itinerary. We may ask for your policy details before departure.
Passports, visas and health
Entry requirements are your responsibility. We will tell you what we know applies to your route and point you to the official government portals. Always use the official portal for an eTA or visa, never a third-party agent. We are not liable if you are refused entry for want of a valid passport, visa or vaccination certificate.
Wildlife, weather and the things nobody controls
We position you as well as our experience allows, and our guides work the reports daily, but no operator can promise a river crossing, a leopard, or a particular gorilla family. Weather, road conditions, animal movement and park authority decisions are outside our control and are not grounds for a refund.
Our liability
We are responsible for arranging your trip with reasonable skill and care. We are not liable for loss or damage caused by events outside our reasonable control, including weather, natural events, civil unrest, industrial action, epidemic, or the acts of authorities.
Where a third party such as an airline, lodge or charter operator is directly responsible, our liability is limited to the assistance we can reasonably provide in pursuing them. Nothing in these terms limits liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited.
Complaints
If something is wrong while you are travelling, tell your guide or call our Nairobi office immediately. Most problems can be fixed on the spot, and we cannot fix what we do not hear about. If a matter is unresolved when you get home, write to info@volcantours.com within 28 days of your return. We acknowledge every complaint within 3 working days and reply in full within 14 days, as set out in our Booking & Payment Terms.
If you are still not satisfied, you may refer the matter to the Tourism Regulatory Authority, which licenses us.
Governing law
These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute arising from them. If you are a consumer living outside Kenya, nothing in these terms takes away the protection of any mandatory consumer law of the country where you live.
See all our policies and legal information in one place.
