Client Booking & Payment Terms
Clear, fair, and transparent booking terms to protect both travelers and local agents.
10% Minimum Deposit
Required at the time of booking to secure your reservation. The balance is due by the balance due date shown in the Booking Summary, or by 72 hours before service commencement if no later date is stated.
Full Refund Less Processing Allowance
Cancel at least 24 hours before service start for a full refund less the 4% payment processing fee shown at checkout.
Secure Payments
Payments applied to secure confirmed services
- Payments applied to secure and pay for confirmed services
- Provider prepayments disclosed per applicable terms
- Refunds per the cancellation terms
Dispute Resolution
Clear process for fair issue resolution
- Direct communication first — 24-48h
- Platform mediation via support
- Disputed amounts held pending resolution
Booking terms at a glance
Quotations
All quotations provided in USD
Minimum deposit
10% of the booking total as the standard, or the amount stated in the Booking Summary; held at booking level
Balance payment
Due by the balance due date in the Booking Summary, or at least 72 hours before the service start date
Cancellation refund
Full refund less the 4% payment processing fee when cancelling 24+ hours before service
Provider prepayments
Non-refundable once released to the service provider
Payment processing fee
4% applies to client payments
Deposit & final payment
The deposit and balance due date stated in your Booking Summary apply to your booking. Unless a different amount is shown there, a 10% deposit is required to confirm it. The deposit is held at the booking level and secures your reservation across all services; the remaining balance is due by the balance due date shown in the Booking Summary, or at least 72 hours before service commencement if no later date is stated.
Cancellations & refunds
Cancel 24 hours or more before service start: you receive a full refund of the amount you paid, less the 4% payment processing fee. Amounts already forwarded to service providers are non-refundable.
IMPORTANT PREPAYMENT NOTICE
If all or part of a client deposit has already been paid to an accommodation, airline, activity provider or other supplier to secure a reservation, the amount paid to that provider is non-refundable. Where the applicable Booking Terms permit it, a refund of the amount paid is reduced only by the payment processing fee and any such disclosed, non-refundable provider prepayments. You will receive a notification before we release funds to partners. Please plan accordingly and consider travel insurance.
1. About These Terms
Terms applying to clients booking travel and related services through ZikaraLink Travel
The underlying service is supplied by the applicable provider
Where a service contract is required, it is between the client and the provider
ZikaraLink facilitates the booking and is not the service provider unless expressly stated otherwise
Separate terms apply to ZikaraLink partners and providers
2. Quotations & Booking Confirmation
How quotations are provided and bookings are confirmed
Booking Confirmation
- A booking is confirmed after the required payment and client information have been received
- The provider must confirm availability
- ZikaraLink issues a booking confirmation or voucher
- If a service becomes unavailable before provider confirmation, we may propose a comparable alternative or arrange the applicable refund
Client Information
- The client must provide accurate names, dates, contacts and other booking information
- Costs arising from incorrect information supplied by the client may be charged to the client
- The client must provide full legal names for all travellers
- Valid contact information (email and phone number) is required
3. Payment Terms
Deposit requirements, final payments, and accepted methods
Deposit Requirements
- The deposit required to secure your booking is the amount shown in the Booking Summary. Where no specific amount is shown, a 10% standard deposit of the booking total applies
- The deposit secures your reservation and is held at the booking level
- Certain accommodation providers, flights, activities, peak-season bookings or other services may require a higher deposit or full prepayment
- Any provider prepayment requirement that materially affects refundability is communicated before payment wherever practicable
Balance & Final Payment
- The outstanding balance must be cleared by the balance due date shown in the Booking Summary, or at least 72 hours before the service start date if no later date is stated
- The balance deadline allows sufficient time for banks and payment channels to release and confirm funds
- Some services may require earlier settlement; the due date shown on the quotation, invoice or booking confirmation will apply
- Failure to pay by the stated deadline may result in the reservation being released or cancelled
Currency & Payment Processing
- All quotations are provided in USD
- A 4% payment processing fee applies to client payments and is shown separately on the quotation or invoice where applicable
- Any sender-side bank, correspondent bank, card, blockchain/network or similar transfer charges are borne by the client
- ZikaraLink must receive the full amount stated as due
ZikaraLink Service Fee
- ZikaraLink may charge a service or facilitation fee for sourcing providers, preparing travel arrangements, coordinating bookings, communication, payment facilitation and client support
- The service fee may be included in the quoted package price or shown separately, depending on the booking
- The service fee is separate from amounts payable to independent providers
4. Cancellation Policy
Understanding our cancellation rules and refund eligibility
IMPORTANT PREPAYMENT NOTICE
If all or part of a client deposit has already been paid to an accommodation, airline, activity provider or other supplier to secure a reservation, the amount paid to that provider is non-refundable.
Standard Cancellation
- Cancel 24 hours or more before service start: full refund of the amount you paid, less the 4% payment processing fee
- Cancellations received less than 24 hours before the scheduled service may not qualify for a refund
- Cancellation requests must be made through an official ZikaraLink communication channel and are effective when received
- The amount returned may be reduced by provider prepayments already made before the cancellation request
Payment Processing Fee
- The 4% payment processing fee applies to client payments
- ZikaraLink's service/facilitation fee and the payment processing fee are non-refundable on late cancellations
- Processing fees are deducted before the refund is issued
- Any sender-side bank, card, blockchain/network or similar transfer charges are borne by the client
Provider Prepayments - Non-Refundable
- Prepayments already made to providers to reserve services are not refundable
- This includes amounts committed to accommodation, flights, activities, tickets, permits or other providers
- The amount returned following cancellation may be reduced by provider prepayments already made
- You will receive a notification before we release funds to providers
No-Shows & Late Cancellations
- Failure to arrive for a confirmed service without timely notice may be treated as a no-show
- No-shows are non-refundable
- Cancellations received less than 24 hours before service may not qualify for a refund
- Additional waiting time or rescheduling requested by the client may attract additional provider charges
5. Deposit & Provider Prepayments
How deposits, provider prepayments, no-shows and refunds are handled
Deposit Requirements
- The deposit required to secure your booking is the amount shown in the Booking Summary. Where no specific amount is shown, a 10% standard deposit of the booking total applies
- Certain accommodation providers, flights, activities, peak-season bookings or other services may require a higher deposit or full prepayment
- Where any part of the client's payment is used to make an advance payment or deposit to a provider to reserve a service, that amount becomes non-refundable once paid to the provider
No-Show Policy
- Failure to arrive for a confirmed service without timely notice may be treated as a no-show
- No-shows are non-refundable
- Any amount voluntarily returned by a provider may be passed back to the client
Refund Processing
- Approved refunds will normally be returned through the original payment method where reasonably possible
- ZikaraLink will initiate approved refunds as soon as reasonably practicable
- Final receipt may depend on banks, card networks, payment gateways or other payment providers
- Processing fees and non-refundable provider prepayments will be deducted before the refund is issued
6. Payments & Provider Commitments
How client payments are applied and provider commitments are handled
How Payments Are Applied
- Client payments are applied to secure and pay for the confirmed services
- Amounts are committed to providers according to their booking and payment deadlines
- Providers receive their agreed payments in line with their applicable terms
- Full transparency on payment status through your booking dashboard and Booking Summary
Client Commitments
- Amounts already committed or paid to providers to reserve your services may become non-refundable subject to the provider's applicable conditions
- Dispute resolution is available if service issues arise
- Refund eligibility per the cancellation terms (24 hours or more before service)
- Secure payment processing with encryption in transit over HTTPS/TLS
Provider Commitments
- Payments to providers are made according to their booking and payment deadlines
- Provider prepayments made to secure services are non-refundable once paid
- Clear dispute resolution process
- You will be notified before we release funds to providers
7. Dispute Resolution Process
Fair and transparent process for resolving issues
Direct Communication
24-48 hours
Contact your agent or provider directly to resolve the issue. Most disputes can be resolved through open communication.
Platform Mediation
48-72 hours
If unresolved, contact ZikaraLink Travel support. Our team will mediate between both parties.
support@zikaralink.com
Formal Dispute Filing
5-7 business days for review
Submit a formal dispute through our platform with supporting evidence and documentation.
Resolution Review
Until resolution
Any disputed amounts are held pending review until resolution is reached, subject to the applicable cancellation and refund terms.
Final Decision
14 business days maximum
Based on evidence and platform policies, we issue a binding resolution.
Evidence Required for Disputes
Booking confirmation and communication logs
Payment receipts and transaction records
Photos or videos of any service issues
Witness statements (if applicable)
Any relevant documentation supporting your claim
8. Service Delivery & Modifications
Conditions that apply to specific services and client-requested changes
Service-Specific Conditions
- Accommodation: room type, meal plan and occupancy are as confirmed
- Flights, SGR/Rail & ticketed services are subject to the carrier's fare rules and may be non-refundable once issued
- Park, conservancy & government fees are set by the relevant authority and may change
- Activities & excursions may be affected by weather, safety or operational conditions
Safari & Transport
- Travel times are estimates
- Reasonable itinerary adjustments may be made due to traffic, road, weather, park, safety or operational conditions
- Extra services requested outside the confirmed itinerary may be charged separately
- Car rentals are additionally governed by a separate rental agreement
Changes Requested by the Client
- Requests to change dates, routes, accommodation, pickup points, traveller numbers or other details remain subject to availability
- Any provider amendment fee, fare difference, additional service cost or other expense is payable by the client
- A substantial change may require a revised quotation or new booking
- Any material change affecting price or service level will be communicated before acceptance wherever reasonably possible
9. Client Responsibilities
What we expect from our clients
Required Documents
- Clients are responsible for holding valid passports, visas, permits and other travel documents required for their journey
- Check booking details promptly upon confirmation
- Comprehensive travel insurance is strongly recommended
- Insurance should cover medical emergencies, cancellation, interruption, baggage and activities
Conduct & Safety
- Follow lawful safety and operational instructions issued by providers and relevant authorities
- Respect local customs, cultures, and traditions
- Report service problems as soon as possible during the trip
- Do not engage in illegal activities
Booking Information
- Provide accurate names, dates, contacts and other booking information
- Costs arising from incorrect information supplied by the client may be charged to the client
- Hold valid travel documentation for the entire journey
- Purchase comprehensive travel insurance
10. Provider Responsibility
Responsibilities and obligations of independent service providers
Service Delivery
- Independent providers are responsible for delivering the services they have confirmed
- Providers are responsible for their personnel, vehicles, equipment, licensing, insurance and operational compliance
- ZikaraLink may assist with communication and resolution of service issues but does not thereby become the underlying service provider
Service Contracts
- Where required, the client and provider will enter into a separate service contract setting out the service and their respective obligations
- Providers must confirm availability before a booking is confirmed
- If a confirmed provider becomes unable to provide a service, reasonable efforts will be made to secure an equivalent or suitable alternative
- Where no acceptable alternative can be secured, the refund provisions applicable to the affected service will apply
11. Operational Events & Liability
How operational events and events beyond reasonable control are handled
Traffic, weather or road conditions
Wildlife movements or mechanical issues
Carrier schedule changes
Park restrictions
Natural disasters (earthquakes, floods, hurricanes)
Other circumstances outside reasonable control
Reasonable changes may be made where necessary for safety, continuity or operational reasons, and material changes will be communicated as soon as reasonably possible. Neither ZikaraLink nor a provider is responsible for failure caused by events beyond reasonable control, subject to applicable law. Refunds in such circumstances are limited to amounts recoverable from the relevant providers unless the law requires otherwise. Clients should report service problems as soon as possible during the trip.
12. Limitation of Liability
Understanding our responsibilities and limitations
We are not responsible for the underlying services, which are supplied by the applicable provider
Neither ZikaraLink nor a provider is responsible for failure caused by events beyond reasonable control
Refunds in force majeure circumstances are limited to amounts recoverable from the relevant providers unless the law requires otherwise
Travel insurance is strongly recommended for all travelers
ZikaraLink facilitates the booking and is not the service provider unless expressly stated otherwise
13. Governing Terms
How these terms relate to your quotation, invoice and booking confirmation
Jurisdiction
Country: Kenya
Courts: Nairobi, Kenya
Law: Laws of the Republic of Kenya
Resolution Process
- Read together with the quotation, invoice, booking confirmation and any applicable provider-client service contract
- Where a provider has a stricter disclosed booking, cancellation or prepayment condition for a specific service, that provider-specific condition applies
- These terms are governed by the laws of Kenya
- Subject to any mandatory rights that cannot lawfully be excluded
14. Booking Support & Contact Information
Use the contact details shown on your quotation, invoice or booking confirmation
Booking Support
Email: support@zikaralink.com
Phone: +254 180 615 571
Support available 24/7. Please also refer to the contact details on your quotation, invoice or booking confirmation
Dispute Resolution
Email: support@zikaralink.com
Phone: +254 180 615 571
Report service problems as soon as possible during the trip
Website
Email: support@zikaralink.com
Phone: zikaralink.com
Thank you for choosing ZikaraLink Travel