Refund Policy 

At Arrow Trekking and Safaris, we are committed to ensuring a smooth and transparent refund process for our travelers. While we strive to offer flexibility, refunds must align with the operational costs, third-party agreements, and industry best practices. This section explains the detailed refund process, including processing timelines, deductions, and non-refundable components.

Processing Refunds

Refund Timeline

Once a cancellation request has been approved, the refund process will be initiated. The standard refund processing period is 14 to 30 business days from the date of cancellation. This timeframe allows us to:

• Verify the cancellation details.
• Settle payments with service providers (lodges, national parks, airlines, etc.).
• Process refunds through the original payment method.

We aim to process refunds as quickly as possible, but delays may occur due to bank processing times, international transactions, or third-party service provider policies.

Refund Method

Refunds will be issued to the original payment method used at the time of booking. This means:

• If payment was made via credit/debit card, the refund will be credited back to the same card.
• If payment was made through bank transfer, the refund will be sent to the same bank account.
• For payments made via mobile money (e.g., M-Pesa), the refund will be processed through the same platform.
• Cash payments (if applicable) will require an alternative refund arrangement.

We do not issue refunds to third-party accounts for security and fraud prevention reasons.

Deductions & Administrative Fees

While we strive to refund as much as possible, certain fees must be deducted before processing refunds. These include:

• Bank Charges & Transaction Fees – Processing fees imposed by financial institutions.
• Administrative Costs – Costs incurred in handling reservations, paperwork, and logistics.
• Third-Party Service Fees – Non-refundable payments made to hotels, parks, airlines, or transportation providers.

To ensure transparency, Arrow Trekking and Safaris will provide travelers with a detailed breakdown of any deductions.

Partial Refunds & Non-Refundable Components

Certain components of a safari or trekking package are non-refundable, even if the cancellation occurs within an eligible refund period. These include:

National Park Entry Fees, Trekking Permits & Conservation Levies

• National park authorities and conservation bodies require upfront payments for entry fees, permits, and conservation levies.
• These fees are non-refundable once paid, as they are used to fund park operations, wildlife conservation, and environmental protection efforts.
• This applies to Kilimanjaro trekking permits, Serengeti park fees, Ngorongoro crater entry fees, and other national parks and reserves.

Hotel & Lodge Deposits

• Many lodges and tented camps have strict deposit policies to secure reservations.
• Some high-end accommodations require non-refundable deposits, while others allow partial refunds depending on their policies.
• If a lodge or hotel does not refund our prepayment, we will be unable to include that amount in the refund.

Flight Tickets & Internal Transfers

• Flights (both domestic and international) are booked through third-party airlines, which have their own cancellation policies.
• Many discounted or promotional airline tickets are non-refundable, while others allow changes for a fee.
• If an internal flight (e.g., Arusha to Zanzibar) was booked as part of your itinerary, any refund will depend on the airline’s policy.

Safari Vehicle & Guide Reservation Fees

• Safari vehicles, drivers, and guides are reserved in advance to ensure availability.
• If a trip is canceled close to the departure date, our operational costs (e.g., vehicle maintenance, driver allowances) still apply.
• Refund eligibility depends on the time of cancellation and whether the guide/vehicle can be reassigned.

Refund Adjustments for Partial Cancellations

If only part of your trip is canceled (e.g., reducing the number of travel days or participants), we will:

• Adjust the refund accordingly based on the unused services.
• Deduct any fixed costs already incurred (e.g., permits, transfers, and pre-booked accommodations).
• Recalculate the per-person trip cost if a group size reduction affects pricing.

Special Considerations & Exceptions

We understand that unforeseen emergencies may require exceptions to our standard refund policy. In cases of:

• Medical emergencies (with proof from a certified doctor).
• Death in the immediate family (supporting documentation required).
• Severe travel disruptions (e.g., sudden government-imposed travel bans).

We will assess refund requests on a case-by-case basis and explore options such as rescheduling or issuing travel credits.

Alternative to Refunds: Rescheduling & Travel Credits

Instead of canceling, travelers may opt to reschedule their trip for a later date. Benefits of rescheduling include:
✔ Avoiding cancellation penalties.
✔ Using full credit for future travel without additional charges (unless seasonal rates apply).
✔ Greater flexibility in choosing a new date.

If rescheduling is not possible, we may issue a travel credit that can be used within 12 to 24 months for a future trip.

How to Request a Refund

To initiate a refund request:

1. Submit a written cancellation request via email to our customer service team.
2. Include booking details, reason for cancellation, and any supporting documents (if applicable).
3. Our team will review the request and provide a refund calculation.
4. The refund will be processed within 14 to 30 business days.

For assistance, contact us

Final Notes on Our Refund Policy

• We strive to be fair and transparent while balancing our costs and commitments.
• All refund requests will be handled professionally and efficiently to minimize inconvenience.
• We encourage travelers to consider trip insurance to cover cancellations and losses.

For any concerns or clarifications, our customer support team is available to assist. We appreciate your understanding and look forward to welcoming you on a memorable adventure with Arrow Trekking and Safaris!