Terms & Policy

Privacy Policy

This privacy statement discloses the privacy policies for Ochoki Tours & Events. 

This web site will notify you of:

-What personally identifiable information of yours or third party personally identification is collected from you through the web site.

-Who is collecting the information.

-How this information is used.

-With whom the information may be shared.

-What choices are available to you regarding collection, use and distribution of the information.

-Security procedures that are in place to protect the loss, misuse or alteration of information under Ochoki Tours & Events control.

-How you can correct any inaccuracies in the information. If you feel that this company is not abiding by its posted privacy policy, contact us via privacy@ochokitours.co.ke

Information Collection and Use

Ochoki Tours & Events is the sole owner of the information collected on this web site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. Ochoki Tours & Events collects information from our users at several different points on our website.

Order

We request information from the user on our enquiries forms. Here a user must provide contact information (like name, email and telephone numbers)

This information is used to fulfill customer's enquiries and/or orders. We might get back to the customer to provide the information requested by the customer (like a quote)

Cookies

A cookie is a piece of data stored on the user's hard drive containing information about the user. Usage of a cookie is in no way linked to any personally identifiable information while on our site and is encrypted so cannot be read by any other website. Once the user closes their browser, the cookie simply terminates. It will also terminate once a period of time has elapsed since first using the site.

If and when we use cookies, it is for your convenience; for instance, to prevent the user from having to re-enter shopping cart information. If a user rejects the cookie, ordering functionality for the user will be affected.

Log Files

We use IP addresses to analyse trends, administer the site, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Sharing

We may share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.

Links

This web site may contain links to other sites. Please be aware that we [Ochoki Tours & Events] are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects personally identifiable information. This privacy statement applies solely to information collected by this web site.

Security

This website takes every precaution to protect our users' information. When users submit sensitive information via the website, your information is protected both online and off-line.

All of our users' information is restricted in our offices. Only employees who need the information to perform a specific job (for example, our accounting staff or a customer service representative) are granted access to personally identifiable information.

Correction/Updating Personal Information

If a user's personally identifiable information changes (such as your post code), or if a user no longer desires our service, we will endeavor to provide a way to correct, update or remove that user's personal data provided to us.

Choice/Opt-out

If you use this site to purchase services you may occasionally receive information on products, services, special deals, and a newsletter. Out of respect for the privacy of our users we present the option to not receive these types of communications on our order form.

Users who no longer wish to receive our newsletter or promotional materials from our partners may opt-out of receiving these communications by replying to unsubscribe in the subject line in the email, or by contacting us directly.

Users of our site are notified when their information is being collected or used by any third parties. We do this so our users can make an informed choice as to whether they should proceed with services that require a third party, or not.

Notification of Changes

If we decide to change our privacy policy, we will post those changes on this web site so our users are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users by way of an email. Users will have a choice as to whether or not we use their information in this different manner. We will use information in accordance with the privacy policy under which the information was collected.

Terms&conditons

Terms and Conditions: Although every effort is made, Ochoki Tours & Events shall not be liable for any illness, injury, damages, loss, delay or failure to join the tour that may occur due to factors beyond our control. We highly recommend all passenger have travel insurance coverage. Ochoki Tours & Events retains the right to alter routes, itineraries, fares, inclusions, days of operation or even cancel tours if unforeseen circumstances occur. Other accredited tour operators may be used on some tours.

Accommodation Upgrade Policy: Ochoki Tours & Events will make every attempt to confirm requests for accommodation upgrades, however accommodation upgrades cannot always be guaranteed. When an upgrade is not available, you will be booked into the dormitory accommodation included in the tour price and refunded the upgrade amount only. Ochoki Tours & Events will not refund your entire booking amount and will still expect to carry you on tour. If your booking is subject to you being guaranteed this accommodation upgrade, then please ensure you call our office in advance of your tour to check if it is available.

Extended Tour Travel Insurance Policy: Ochoki Tours & Events highly recommends all passengers have travel insurance for the duration of the tour. You may need to provide proof of your travel insurance on the first day of your extended trip (tours of four or more days). You might not be able to join the trip without it. If you fail to produce the relevant insurance proof and you are not permitted to travel, we will not be liable for any fares forfeited for your tour.

Change of Date Policy: Where possible Ochoki Tours & Events will try to honour change of date requests that are made with at least 5 days’ notice. This is not possible for all tours and is always subject to availability. Change of date requests that are made with less than 5 days’ notice will not usually be accepted. Change of date requests may be subject to an adjustment fee which falls in line with the cancellation fee structure.

Child Policy: Children are permitted on most tours, however due to the nature and length of tours, it may not always be recommended. Please check with our reservations team for recommendations before booking. Child rates are available on most tours. Please check the relevant tour page for child age ranges. Due to limited luggage restrictions on buses, pushers and prams are not permitted on some tours. Please ensure you check with our reservations staff before you bring them along to the tour. Passengers who show up with these items on tours which do not allow them may be refused boarding without refund. Infants (under 2 years of age) are permitted on some of our tours however child restraints are not provided. Please ensure you discuss your infant with our reservations team before booking.

Luggage Policy: Luggage for day tours: There are no luggage storage facilities on most day tours, please do not bring your luggage with you. Luggage may be stored with your accommodation provider for the day. Any inappropriate luggage presented on the departure day (including strollers) may result in refusal to board. Luggage for multi day tours: Maximum of 20kg per person unless otherwise indicated on the Tour Page.

Pick up and Drop off Services: Ochoki Tours & Events may offer complimentary pickup and drop off services for certain tours. Each tour will have its own list of pickup / drop off locations and can be viewed in a link on each tour page. Please note it is the customer’s responsibility to be waiting out the front of your selected pickup location (accommodation provider) at least 5 minutes before departure. Failure to wait out the front of your selected location may result in the tour guide being unable to locate you, causing failure to load. Ochoki Tours & Events cannot be held responsible for passengers who fail to load.
It is the passenger’s responsibility to ensure that the tour details on their confirmation are correct and the contact details they have provided are up to date. It may be necessary for Ochoki Tours & Events to contact passengers regarding the tour prior to departure date. We recommend providing an Australian mobile number and checking your email regularly prior to your tour.

Meals: Tours do not include meals or drinks unless otherwise stipulated, however stops will be made during the day where refreshments can be purchased on the day.

Travel Gift Vouchers: Gift vouchers are available in Australian Dollars and can be used to purchase any Ochoki Tours & Events tour products. Gift vouchers are valid for 12 months from the date of issue. Gift vouchers are non-refundable or redeemable for cash. If the full balance of the voucher is not redeemed in one transaction, the balance will remain on the gift voucher with the same expiry date and cannot be exchanged for cash. Any cost exceeding the Gift Voucher value when redeemed will need to be paid by another payment method. You are responsible for the use and security of your Gift Voucher. Ochoki Tours & Events will not reimburse or replace any gift vouchers that have been lost, stolen or misused.

Communication Policy: We may use the information you provide including your name, phone number and email address to contact you with booking information, product updates and promotional information. All marketing communications will provide you with an opportunity to opt out of further communications.

 

Cancellation and Refund Policy

Cancellation and Refund policy for 1-4 days tours
  • All purchases are subject to re-confirmation within one business day after purchase, customers will be fully refunded if the orders cannot be confirmed.
  • Cancellations received 15 days (or more) of departure will incur a penalty of 10% per person.
  • Cancellations received within 14 days of departure will incur a penalty of 25% per person.
  • Cancellations received within 7 days of departure will incur a penalty of 50% per person.
  • Cancellations received within 3 days of departure will incur a penalty of 100% per person.
  • Unused features are non-refundable. No shows forfeit entire payment.
  • Trips require a minimum number of participants to avoid cancellation. We reserve the right to cancel a schedule trip to fully refund affected customers although tour companies will make every efforts to maintain the normal operation.
  • There is 6% handling fee add-on to the above penalties.
     

Cancellation and Refund policy for tours last 5 or more days

  • All purchases are subject to re-confirmation within one business day after purchase, customers will be fully refunded if the orders cannot be confirmed.
  • Cancellations received 46 days (or more) of departure will incur a penalty of 10% per person.
  • Cancellations received within 45 days of departure will incur a penalty of 25% per person.
  • Cancellations received within 20 days of departure will incur a penalty of 50% per person.
  • Cancellations received within 7 days of departure will incur a penalty of 100% per person.
  • Unused features are non-refundable. No shows forfeit entire payment.
  • Trips require a minimum number of participants to avoid cancellation. We reserve the right to cancel a schedule trip to fully refund affected customers although tour companies will make every efforts to maintain the normal operation.
  • There is 6% handling fee add-on to the above penalties.

Refund Procedure

Customers requesting a refund are required to mail their formal letters with a detail explanation to:

ochokitours.com
Attn: Customer Relations
Odinga Street, Sirgoi Plaza, Room 2
Eldoret, Kenya
Phone: +254719208625
Email: bookings@ochokitours.co.ke

Your refund request will be answered and processed promptly. If you do not receive the reply within one business day, please call the office immediately. We will not be responsible if email, mail or calls fails to reach us.

NOTE: We cannot grant refunds more than 10 days after completion of tour.

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