Refunds Policy for Flytrail

At Flytrail, we are committed to providing a seamless and transparent refund process for our valued customers. This Refund Policy details the procedures and guidelines for refunds. 

Please note: For bookings in Kenya and Namibia, the refund terms specified in the brochure and booking form will apply and take precedence over the cancellation policy outlined below.

Booking Cancellations

1. Cancellation Deadline: The deadline for canceling a booking and requesting a refund varies depending on the type of service booked. Please refer to our trip brochures / invoices  or contact our customer support for specific details.

• Booking fee: Non-refundable

• 90 days prior to departure: 70% refund of paid up amount apart from the booking fee 

• 60 days prior to departure: 50% refund of paid up amount apart from the booking fee

• 45 days prior to departure: 30% refund of paid up amount apart from the booking fee

• 30 days prior to departure: no refund 

2. Refund Eligibility: To be eligible for a refund, your cancellation must meet our stated cancellation policy and deadlines.

Refund Process

1. Request a Refund: To initiate a refund, contact our customer support team via email. Provide your booking details and reasons for the refund request.

2. Processing Time: Refund processing times may vary. We will make every effort to process your refund promptly, but it may take some time to complete depending on the payment method and circumstances. After a decision has been made, the refund will be initiated and processed within 14 working days.

3. Refund Method: Refunds will be issued using the original payment method whenever possible. Please note that refunds may be subject to fees or restrictions imposed by third-party payment processors.

Special Cases

Force Majeure: In cases of unforeseen events or circumstances beyond our control (e.g., natural disasters, political unrest), we may offer alternative options or rescheduling instead of refunds. We will communicate with affected customers accordingly.

No-Show or Partial Usage

Refunds are not provided for no-shows or partial usage of booked services unless covered by our specific service guarantee.

Refund Disputes

If you disagree with our refund decision, please contact our customer support team to discuss the issue. We aim to find a fair resolution for both parties.

Policy Changes

We reserve the right to modify our Refunds Policy at any time. Any changes will be communicated to customers through our website or direct notifications.

At Flytrail, customer satisfaction is our priority. We strive to handle refund requests fairly and efficiently. If you have any questions or concerns, please don’t hesitate to reach out to our customer support team for assistance. Thank you for choosing us for your travel needs.