Viutravel Terms & Conditions
Last Updated: 1st February 2024
Scope and General Terms
These Terms and Conditions govern all travel services provided by Viutravel Investments Limited ("Viutravel"), whether booked through our online platform (www.viutravel.com) or directly via Viutravel's travel advisors through phone, email, or other communication channels. By booking through any method, you agree to these Terms and Conditions.
Definitions
- Individual Booking: Reservations made for 1–9 travellers.
- Group Booking: Reservations for 10 or more travellers under one itinerary.
- End-User Customer ("Customer" or "you"): Person using Viutravel's services, online or offline.
Booking Confirmation & Payments
Bookings are confirmed only upon receipt of specified deposits or full payments:
- Flights, Standard Gauge Railway (SGR) tickets, event tickets (such as F1, sports events, concerts): Full payment required at booking.
- Accommodation and Packages: Minimum 25% deposit at booking; full payment due at least 7 days prior to travel for domestic destinations, and 14 days prior to travel for international destinations.
- Customized/Group packages: Payment schedule provided at booking confirmation.
Payment methods include bank transfers, M-Pesa, credit/debit cards, or cash.
Viutravel may charge a service fee for services rendered, including but not limited to visa application assistance, flight bookings, document processing, and other administrative tasks. These charges will vary depending on the nature and complexity of the request and will be clearly communicated to the customer prior to the provision of the service.
Visa & Immigration Assistance
Viutravel provides visa assistance services solely as facilitators. Final visa approval decisions rest with the respective embassies or consulates. Customers must provide accurate, complete, and timely documentation. Visa fees are non-refundable under all circumstances, including cancellations or visa rejections. Possessing a valid visa does not guarantee entry; final admission is at the discretion of immigration authorities in the destination country. Viutravel shall not be liable for entry denial or associated costs.
Travel Insurance
Travel insurance is strongly recommended for all travel bookings. Customers bear sole responsibility for arranging adequate insurance covering health, cancellation, loss, damage, and disruptions. Viutravel works with pre-qualified insurance providers and can assist customers in sourcing appropriate coverage, subject to customer approval. For packages where travel insurance is included or destinations where travel insurance is mandatory, Viutravel will advise customers accordingly.
Customer Responsibilities
Customers must ensure possession of valid passports, visas, vaccinations, and other travel documents. Customers are responsible for compliance with travel advisories, arrival times, and airline check-in requirements.
6A. Health and Safety Requirements
Travelers are responsible for meeting all destination-specific health requirements, including vaccinations, COVID-19 protocols, and medical documentation. Viutravel will advise when known requirements exist but cannot guarantee compliance enforcement at airports or border controls.
Cancellations and Refunds
Cancellation conditions:
- Over 30 days before travel: Full refund (excluding non-refundable services such as visa fees, event tickets like F1, transport tickets like SGR).
- 16–30 days before travel: 30% cancellation charge.
- 8–15 days before travel: 50% cancellation charge.
- Less than 7 days before travel: 100% cancellation charge.
Note:
- Some travel packages may be classified as non-refundable and non-modifiable, meaning no changes or refunds will be possible once booked. Customers will be clearly informed at the time of quotation or booking if a package falls under this category.
- Flight cancellations subject to airline-specific terms.
- Customized and group packages may incur stricter cancellation conditions.
- Supplier-specific terms may supersede general cancellation terms.
- Refunds do not apply once a trip or journey has begun, as costs have already been allocated for the trip.
- Where refunds are applicable, processing timelines may vary depending on the supplier or service provider but will typically be completed within 30 to 45 working days.
- Viutravel reserves the right to apply administrative fees for amendments or cancellations.
Amendments & Changes
Amendments after confirmation may incur additional costs or fees. Customers must request amendments in writing (via email or official communication platforms) at least 7 days before travel for domestic destinations, and 14 days before travel for international destinations. Availability and confirmation of amendments are subject to approval by the supplier and governed by their policies.
Force Majeure
In circumstances beyond control (natural disasters, pandemics, civil unrest), Viutravel is not liable for cancellations or disruptions. Refunds or credits are subject to individual supplier policies. Viutravel will endeavour to provide alternative arrangements or solutions when possible.
Liability & Responsibility
Viutravel acts as an intermediary between the customer and travel service providers. Viutravel does not directly operate, or control services provided by third-party suppliers. Viutravel shall not be responsible for personal injury, property loss or damage, delays, or disruptions caused by third-party providers or due to circumstances beyond Viutravel's control, including but not limited to missed flights, denied boarding, baggage loss, weather disruptions, or itinerary changes.
Intellectual Property
All content provided by Viutravel (website, itineraries, promotional materials) is protected by intellectual property rights. Unauthorized reproduction or commercial use is prohibited.
Complaints & Dispute Resolution
Complaints regarding services must be raised within 30 days after service completion. Viutravel will mediate to resolve complaints amicably. If unresolved, disputes will be settled by arbitration under Kenyan law.
Data Protection & Privacy
Your personal data is collected and processed according to Kenya's Data Protection Act (2019) and our Privacy Policy. By using Viutravel’s services, you consent to data collection and processing outlined therein.
Modification of Terms
Viutravel reserves the right to modify these Terms and Conditions. Continued use of services constitutes acceptance of updated Terms and Conditions.
Errors and Omissions
Viutravel strives for accuracy in all travel descriptions, pricing, and itineraries. However, inadvertent errors may occur. We reserve the right to correct such errors and will inform customers as soon as reasonably possible. Viutravel shall not be liable for any changes or inaccuracies caused by third-party providers or updates to service availability.
Governing Law
These Terms and Conditions are governed by the laws of the Republic of Kenya.
For further assistance, contact us at connect@viutravel.com or +254 703 254 254.
