Booking Terms and Conditions

With Pack & Go Tours you can now book your whole holiday or just the bits that suit you – just the flight, your accommodation, your car hire and much more.


Booking Your Holiday

When you book your holiday, you are accepting Our Agreement on behalf of everyone travelling with you. We will only deal with you, the lead name, and you must be an adult when you book. Anyone aged under 18 on your holiday must be accompanied by an adult.


When we say “you” and “your” we mean you, as the lead name, or you and everyone travelling, depending on the context.


Our Agreement, includes the conditions of carriage of the airline operator and the provisions of international conventions (including the Warsaw, Montreal and Athens conventions) that apply to travel by air, land or sea. Please ask for a copy of any conditions applicable. Our Agreement along with the relevant details in the booking confirmation is the entire agreement between us for your holiday.

Our Agreement is made under the laws of the Republic of Kenya.

Providing Information

You must ensure all information you give is correct. We’ll use the personal data you give us in line with our Privacy Notice. You must pass on any information we give you to everyone travelling. You must comply with all passport, visa and other immigration requirements. Your passport and travel documents must be in good condition – you may be refused travel if they are damaged. If you are not self-reliant or have reduced mobility (like finding it hard to walk 500 metres) you must tell us before you book and if these changes tell us at least 48 hours before your holiday.

The Price You Pay

When you book your holiday, you must pay a deposit unless this is within 05 weeks of your holiday when you must pay in full. We’ll tell you the price of your holiday and the deposit before you book. At least 04 weeks before you travel you must pay the full balance. If you don’t, we can cancel your holiday and charge you a termination fee.


When you book your holiday, we’ll send your booking confirmation within 14 days. Mistakes can happen, so if any price on your booking confirmation, our website or our booking systems is obviously wrong, a booking made based on that price won’t be valid, we can cancel it and refund you unless you want to pay the correct price.


If your holiday price changes because of movement in the relevant exchange rates, taxes or fees charged by someone else including tourist or landing taxes, port or airport fees or the cost of transport fuel or other power sources we can charge you that increase or refund to you a decrease (less our administrative expenses) providing it doesn’t happen within 20 days before the start of your holiday. If we need to do this, we’ll forward an amended invoice to you showing the changes made along with a detailed explanation.


We’ll absorb any increase of 2% or less of your holiday price, so we won’t pass on any increase below that level, similarly we won’t refund a cost decrease of less than 2% of your holiday price.


If the increase is more than 8% of the holiday price, you may cancel your holiday within 14 days of us telling you about the increase and we’ll refund your holiday price except any amendment charges; and the increase will be considered a major change, see below.

Before Your Holiday

If You Change Your Holiday

Sometimes you can make changes to your holiday. Except where we treat your change as a cancellation, you do not have to pay the fee if the new holiday is more expensive. Instead, you will need to pay the difference in price.


Airlines or other transport providers can charge a fee for a change and sometimes treat a change as a cancellation. Fees can be up to 100% of the price for that part of your holiday. You must pay those fees as well as the amendment fee shown below.


When making changes, the price of your new travel arrangements will be based on the price that applies on the day you make the change. Please note there won’t be any reduction in the price you pay, even if your new travel arrangements are cheaper than your original booking.


If your change means fewer adults travel, and your holiday price is based upon the number of adults, we’ll recalculate the total price and the price per person may go up. This extra price isn’t a termination fee.


Some elements of your holiday, such as excursions, transfers, children’s activities, flight or accommodation options, room/board upgrades, late check-out rooms and park tickets may be non-refundable.


You may transfer your holiday to someone else if you give us at least 7 days’ notice in writing or by email and the new lead name accepts the transfer and the terms of Our Agreement – insurance and air tickets can’t be transferred. You will be responsible, together with the new lead name, for our amendment fees and any costs as a result of the change.


If You Cancel Your Holiday

To cancel your holiday, you must tell us as soon as possible. When your holiday has been cancelled you will receive a cancellation invoice.

You must pay a cancellation fee. The fee is based upon how long before your holiday you tell us you want to cancel and is a percentage of the total price of your holiday.

Termination Fees
How long before your holiday you cancel Percentage of Your Holiday Price
70 days or more Loss of deposit
69 – 63 days 30%
62 – 49 days 50%
48 – 29 days 70%
28 – 15 days 90%
14 – 0 days 100%


Your deposit is non-refundable, even if the termination fee is lower than the deposit. We may not be able to refund elements of your holiday if they are added extras.


If We Change Your Holiday

We aim to give you what we promise but, as we plan our holidays in advance, sometimes things can change. We can make a change at any time but will let you know before your holiday if there’s time.

Flight times given are for guidance only – your actual times will be shown on your e-ticket. Check that carefully when you receive it. Aircraft type can change and some facilities such as entertainment or advertised seat pitch may not be available. If we can’t provide a seat option, we’ll refund the price you paid for that option.

Events Beyond Our Control

If we cancel your holiday, except where it’s because you haven’t paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We’ll also pay the compensation unless we have cancelled because of one of the reasons listed

War, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, fire, health risks, unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, the imposition of sanctions or other Governmental action and any other similar events.


On Your Holiday


Only you can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday.

We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behavior (by any form of communication or in person) is disruptive. The Captain of your aircraft can restrict your movements on board or remove you.

If you are disruptive and stopped from boarding your flight, or disruptive during your flight, we’ll treat your booking as cancelled by you at that moment. If you are disruptive on your holiday, we can remove you from your accommodation and you will be responsible for your own return home and for any other members of your group who cannot or will not travel without you. You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses.

If you are disruptive you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result.
Disruptive behavior includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger.


If You Have A Complaint

It is very rare for things to go wrong. If they do, you must tell the supplier in question (e.g., the hotel) and our representative straight away so we can solve the issue.


Personal Injury

If anyone travelling suffers injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time.