Refund & Return Policy for Forestline Tours and Travel Company Limited
Last Updated: May 12, 2025
Forestline Tours and Travel Company Limited (“we,” “us,” “our”) operates the website http://forestline.co.ke (the “Service”). This Refund & Return Policy explains our practices regarding cancellations, refunds, and returns for tour package bookings.
1. Booking Options
- Full Payment: Pay the total cost of the tour package at the time of booking.
- Deposit (50%): Pay a 50% deposit at booking, with the remaining balance due at least 14 days before the departure date.
2. Cancellation & Refund Eligibility
| Time Before Departure | Refund Amount | Notes |
|---|---|---|
| 14 days (336 hours) or more | 100% refund | Full refund of deposit or full payment |
| 4 to 13 days (96–335 hours) | 50% refund | 50% of total tour cost refunded; remaining 50% is forfeited |
| Less than 3 days (<72 hours) | 0% refund | No refunds available |
Note: Hours are calculated up to the scheduled tour start date and time.
3. How to Request a Cancellation & Refund
To request a cancellation and refund, please contact us with your booking details (booking reference, tour date, amount paid) via one of the following methods:
- Email: info@forestline.co.ke
- Phone or WhatsApp: +254 769 555 222
Please submit your request at least 72 hours before departure to be eligible. Once we receive your request, we will:
- Verify your booking and payment details.
- Confirm eligibility under our policy.
- Process your refund (if eligible) within 7 business days.
Refunds will be issued via the original payment method, unless otherwise agreed.
4. Changes & Rescheduling
- Rescheduling: You may reschedule your tour once, free of charge, provided you notify us at least 14 days before departure. Rescheduled dates must be within 12 months of the original booking.
- Third Reschedule or Late Changes: Changes made less than 14 days before departure or more than one reschedule may incur a 25% administrative fee of the total tour cost.
5. Non-Refundable Items
Certain fees and third‑party charges may be non‑refundable, including but not limited to:
- Visa processing fees
- Flight tickets (unless covered by our flexible booking option)
- Optional extras booked through third‑party providers
These will be clearly communicated at the time of booking.
6. Exceptional Circumstances
In exceptional cases (e.g., medical emergencies, government travel advisories), please contact us with supporting documentation. Refunds or credits in these cases are granted at our discretion.
7. Contact Information
If you have any questions about this Refund & Return Policy, please contact us:
- Email: info@forestline.co.ke
- Phone/WhatsApp: +254 769 555 222
- Address: Forestline Tours and Travel Company Limited, [Nairobi], Kenya
Thank you for choosing Forestline Tours & Travel Company Limited. We look forward to serving you!
