At Axe Adventures, we understand that plans can change. Our cancellation policy is designed to be as flexible and straightforward as possible, ensuring that you have the freedom to adjust your travel plans while also protecting our ability to provide exceptional service.

Understanding Our Cancellation Policy

The specific cancellation terms may vary depending on the type of package you book, the time of year, and other factors. Below, you’ll find general guidelines that apply to most of our packages. For precise details related to your booking, please refer to the terms and conditions provided at the time of booking.

General Cancellation Policy

  • Cancellations Made 30+ Days Before Departure:

    • Refund: Full refund of the package cost minus a small processing fee (5% of the total amount).
    • Rescheduling: Option to reschedule your trip at no additional cost.

  • Cancellations Made 15-29 Days Before Departure:

    • Refund: 50% refund of the package cost.
    • Rescheduling: Option to reschedule your trip for an additional fee (10% of the total amount).

  • Cancellations Made 7-14 Days Before Departure:

    • Refund: 25% refund of the package cost.
    • Rescheduling: Rescheduling is available for an additional fee (20% of the total amount).

  • Cancellations Made Less Than 7 Days Before Departure:

    • Refund: No refund available.
    • Rescheduling: Rescheduling may be possible on a case-by-case basis, subject to availability and additional fees.

Special Circumstances

Medical Emergencies: If you need to cancel due to a medical emergency, please contact us as soon as possible. We will work with you to find the best solution, which may include rescheduling or providing a partial refund depending on the circumstances.

Travel Restrictions: In the event of government-imposed travel restrictions that prevent you from traveling, we offer the option to reschedule your trip at no additional cost or receive a travel credit for future use.

Natural Disasters: Should your destination be affected by a natural disaster, we will provide options to either reschedule your trip or receive a travel credit.

Force Majeure: In cases of force majeure (e.g., war, riots, pandemics), our cancellation policy may be adjusted to reflect the unique circumstances. We will communicate any changes promptly.

How to Cancel or Modify Your Booking

  1. Contact Us:

    • Email: Send your cancellation or modification request to bo******@ax*.tours with your booking reference number and the reason for cancellation.
    • Phone/WhatsApp: Call or message us at +254 718 862 054 to speak with a customer service representative.

  2. Review Your Options:

    • Our team will review your request and provide you with the available options, including any applicable fees or refunds.

  3. Confirm Your Cancellation or Rescheduling:

    • Once you’ve reviewed your options, confirm your choice. We will process your request and send you a confirmation email with the details.

Travel Insurance

We strongly recommend that you purchase travel insurance when booking your trip. Travel insurance can help cover cancellation fees and protect your investment in case of unforeseen circumstances. For more information, visit our Travel Insurance page or contact our customer service team.

Cancellation Fees and Refunds

  • Processing Time: Refunds are processed within 7-10 business days after your cancellation is confirmed.
  • Refund Method: Refunds are issued via the original payment method used at the time of booking.
  • Non-Refundable Fees: Some components of your package, such as certain flights, special tours, or activities, may be non-refundable. These will be clearly indicated at the time of booking.

Rescheduling Your Trip

If you wish to reschedule your trip instead of canceling, we offer flexible rescheduling options depending on availability. Any differences in cost due to changes in season, destination, or package inclusions will be communicated to you at the time of rescheduling.

Contact Us for Assistance

If you have any questions about our cancellation policy or need assistance with canceling or rescheduling your booking, please don’t hesitate to reach out.

We’re here to help ensure that your experience with Axe Adventures is as seamless as possible, even when plans change.