HILU TOURS

Terms & Conditions

Effective Date: March 11, 2026  |  Last Updated: March 11, 2026

www.hilutours.coke  |  info@hilutours.co.ke  |  

IMPORTANT: Please read these Terms and Conditions carefully before booking any tour or travel service with Hilu Tours. By making a booking, visiting our website, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety. If you do not agree, please do not use our services.

1. Definitions & Interpretation

In these Terms and Conditions, the following definitions apply:

“Hilu Tours,” “we,” “us,” or “our”: Refers to Hilu Tours, its employees, agents, affiliates, and authorized representatives.

“Client,” “you,” or “your”: Refers to any individual, group, or corporate entity booking or using Hilu Tours services.

“Booking”: Any confirmed reservation for a tour, safari, travel package, accommodation, transport, or related service offered by Hilu Tours.

“Services”: All tours, safari packages, travel itineraries, transport arrangements, accommodation bookings, activity coordination, and any ancillary services provided by Hilu Tours.

“Package”: A bundled travel product combining two or more services (e.g., accommodation, transport, guiding) sold at an inclusive price.

“Force Majeure”: Unforeseeable circumstances beyond our reasonable control including but not limited to natural disasters, pandemics, war, terrorism, government actions, or severe weather.

“Website”: The Hilu Tours website accessible at www.hilutours.com and all associated web pages, mobile applications, and digital platforms.

2. Acceptance of Terms

By accessing our website, submitting a booking inquiry, making a reservation, or using any Hilu Tours service, you confirm that:

• You are at least 18 years of age or have the consent of a parent or legal guardian
• You have the legal authority to enter into a binding agreement on behalf of yourself and any party members included in your booking
• All information provided during the booking process is accurate, current, and complete
• You have read, understood, and agree to these Terms and Conditions in full
• You agree to comply with all applicable local, national, and international laws during your travel

These Terms and Conditions constitute a legally binding contract between you and Hilu Tours. If you are booking on behalf of a group, you accept these terms on behalf of all members and are responsible for ensuring they are aware of and comply with these terms.

3. Booking Process & Confirmation

3.1 How to Book

Bookings with Hilu Tours can be made through the following channels:

• Online via our website at www.hilutours.com
• By email to info@hilutours.co.ke
• By telephone during business hours
• Through an authorized Hilu Tours travel agent or partner

3.2 Booking Confirmation

A booking is only confirmed when we have received the required deposit or full payment AND issued a written booking confirmation to you by email. Until you receive our written confirmation, no contract exists between you and Hilu Tours.

Please review your booking confirmation carefully upon receipt. Any discrepancies in names, dates, destinations, or services must be reported to us within 48 hours of receiving the confirmation.

3.3 Booking on Behalf of Others

If you are booking on behalf of a group or other individuals, you warrant that you have their authority to book and that all group members have consented to their personal information being shared with us and relevant service providers. You are responsible for ensuring all members meet any travel, health, or documentation requirements.

4. Pricing & Payment

4.1 Tour Pricing

All prices quoted by Hilu Tours are in the currency specified on your booking confirmation (typically USD, KES, or EUR). Prices are subject to change until a booking deposit is received and a confirmation issued. Hilu Tours reserves the right to correct any pricing errors without liability.

Unless otherwise stated, our tour prices generally include:

• Accommodation as specified in the itinerary
• Meals as described in the package (B=Breakfast, L=Lunch, D=Dinner, FB=Full Board, AI=All Inclusive)
• Ground transportation and transfers as detailed
• Professional English-speaking tour guides or safari guides
• Park entrance fees and conservation levies where specified
• Pre-departure information and support

Unless otherwise stated, our tour prices generally exclude:

• International and domestic flights unless specified
• Travel insurance (strongly recommended  see Section 10)
• Visa and entry fees
• Personal expenses such as laundry, telephone, and minibar
• Gratuities and tips for guides, drivers, and lodge staff
• Optional excursions or activities not included in the itinerary
• Any services not explicitly mentioned as included

4.2 Payment Schedule

Our standard payment schedule is as follows:

Deposit: A non-refundable deposit of 30% of the total tour cost is required at the time of booking to secure your reservation.

Balance Payment: The remaining balance is due no later than 60 days before the tour departure date.

Late Bookings: For bookings made within 60 days of departure, full payment is required at the time of booking.

Failure to make payment by the specified due date may result in automatic cancellation of your booking without notice. Hilu Tours reserves the right to release reserved places if payment is not received on time.

4.3 Payment Methods

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard, American Express) via our secure online payment portal
• Bank wire transfer or SWIFT/IBAN international transfer
• Mobile money transfers (M-Pesa and other approved platforms)
• PayPal for international clients

All card payments are processed through PCI-DSS compliant payment gateways. Hilu Tours does not store your full card details. Bank charges and currency conversion fees are the responsibility of the client.

4.4 Currency & Exchange Rates

Where prices are quoted in a currency other than your local currency, the amount charged to your account will reflect the exchange rate applied by your bank or payment provider at the time of transaction. Hilu Tours is not responsible for exchange rate fluctuations between the time of booking and final payment.

5. Cancellation Policy

5.1 Cancellation by the Client

If you wish to cancel your booking, you must notify Hilu Tours in writing via email to info@hilutours.co.ke Cancellations are effective from the date we receive your written notice. The following cancellation fees apply based on the number of days before the scheduled departure date:

• More than 90 days before departure: Loss of deposit only (30% of total tour cost)
• 60–89 days before departure: 50% of total tour cost
• 30–59 days before departure: 75% of total tour cost
• Less than 30 days before departure: 100% of total tour cost (no refund)
• No-show or cancellation on the day of departure: 100% of total tour cost (no refund)

Cancellation fees apply to the total booking value including accommodation, transport, guides, and park fees already committed to third-party suppliers.

5.2 Non-Refundable Items

Certain elements of your booking are non-refundable regardless of cancellation timing, including:

• Booking deposits
• Non-refundable airline tickets or train passes
• Pre-purchased park entry permits and concession fees
• Special event tickets or permits that cannot be resold
• Accommodation pre-payments made under non-refundable rate conditions

5.3 Cancellation by Hilu Tours

Hilu Tours reserves the right to cancel a tour under the following circumstances:

• Insufficient group numbers to operate the tour viably (minimum numbers apply to group departures)
• Force majeure events such as natural disasters, civil unrest, pandemics, or government travel advisories
• Safety concerns that make it impossible to conduct the tour responsibly
• Failure by the client to provide required documentation, payment, or health clearances

If Hilu Tours cancels a tour for any reason other than force majeure or client default, we will offer you: (a) an alternative tour of comparable or greater value, or (b) a full refund of all payments made to Hilu Tours. This shall be your sole remedy and Hilu Tours shall not be liable for any additional compensation, travel expenses, or consequential losses.

5.4 Cancellation Due to Force Majeure

In the event of cancellation due to force majeure, Hilu Tours will endeavor to offer a credit note or alternative travel dates wherever possible. We will not be liable to provide refunds for amounts paid to third-party suppliers (airlines, lodges, park authorities) that are non-recoverable.

6. Amendments & Modifications

6.1 Amendments by the Client

Requests to amend a confirmed booking (including changes to dates, group size, accommodation, or itinerary) must be submitted in writing. Amendment fees may apply as follows:

• Changes requested more than 60 days before departure: Subject to availability, an amendment fee of USD 50 per person may apply plus any supplier difference costs
• Changes requested within 60 days of departure: May be treated as a cancellation and re-booking, subject to applicable cancellation fees

Name changes on bookings are subject to a per-person administration fee and are subject to supplier policies, particularly for airline tickets.

6.2 Amendments by Hilu Tours

We reserve the right to make minor changes to an itinerary without prior notice due to operational requirements, weather, road conditions, or safety considerations. Where a significant change is necessary (such as a change of main destination, accommodation standard, or tour length), we will notify you as soon as reasonably possible and offer you:

• Acceptance of the modified itinerary
• Transfer to an alternative tour of comparable value
• A full refund of all monies paid to Hilu Tours

7. Client Responsibilities

7.1 Travel Documents

You are solely responsible for ensuring you hold all valid and required travel documentation before departure, including:

• A valid passport with a minimum of 6 months validity beyond your return date
• All required visas, entry permits, and transit visas for every destination on your itinerary
• Yellow fever vaccination certificates and any other health documentation required by destination countries
• Hilu Tours booking confirmation and any required vouchers

Hilu Tours accepts no responsibility for any loss, expense, or disruption arising from inadequate or incorrect travel documentation. We strongly advise checking all entry requirements with the relevant embassies or high commissions well in advance of travel.

7.2 Health & Fitness Requirements

By booking with Hilu Tours, you confirm that you and all members of your party are in good physical and mental health and are fit to participate in the activities included in your chosen tour. You agree to:

• Disclose any medical conditions, disabilities, allergies, or dietary requirements that may affect your participation at the time of booking
• Consult your doctor or travel health clinic about vaccinations, malaria prophylaxis, and health precautions for your destination
• Ensure you have an adequate supply of any prescription medications for the duration of your trip
• Inform your tour guide of any health issues that may affect your participation during the tour

Hilu Tours reserves the right to refuse participation or remove a traveler from a tour if their health or behavior poses a risk to themselves or others, without liability for refund.

7.3 Behavior & Conduct

All clients are expected to behave respectfully and responsibly throughout their tour. You agree to:

• Respect local laws, customs, cultural sensitivities, and conservation regulations
• Follow the instructions of Hilu Tours guides, drivers, and accommodation staff at all times
• Treat fellow travelers, staff, local communities, and wildlife with courtesy and respect
• Refrain from any behavior that may endanger wildlife, damage the environment, or disturb other guests
• Comply with all applicable laws including those relating to wildlife interaction, photography, and restricted areas

Hilu Tours reserves the right to exclude any client from a tour at any time for serious misconduct, dangerous behavior, or violation of local laws. No refund will be issued in such circumstances and you will be responsible for your own repatriation costs.

7.4 Personal Belongings & Luggage

Clients are responsible for the safety and security of their own personal belongings and luggage at all times during the tour. Hilu Tours recommends that all valuables be stored in secure hotel safes where available. We advise keeping important documents, medications, and valuables in your carry-on or day bag.

Luggage allowances for safaris and light aircraft transfers may be strictly limited (typically 15–20 kg in soft bags). Specific weight and size restrictions will be communicated in your pre-departure information.

8. Hilu Tours Responsibilities & Liability

8.1 Our Commitment to You

Hilu Tours is committed to providing high-quality, professional travel services. We accept responsibility for ensuring that all tour components are provided to a reasonable standard and that our staff and guides perform their duties with skill and care.

8.2 Limitation of Liability

Hilu Tours acts as a travel organizer and coordinator. While we carefully select our suppliers and partners, we cannot guarantee or accept responsibility for the acts or omissions of independent service providers including airlines, hotels, lodges, transport operators, and activity providers.

To the maximum extent permitted by applicable law, Hilu Tours shall not be liable for:

• Personal injury, illness, death, loss, or damage arising from the acts or omissions of third-party suppliers
• Losses arising from force majeure events including but not limited to acts of God, natural disasters, strikes, civil unrest, or pandemics
• Consequential or indirect losses such as loss of enjoyment, missed flights, or additional accommodation costs
• Theft, loss, or damage to personal belongings
• Injury arising from participation in optional excursions, adventure activities, or self-arranged activities
• Inaccurate information provided by the client at the time of booking

Where Hilu Tours is found liable, our maximum liability shall not exceed the total amount paid by you to Hilu Tours for the affected booking.

8.3 Complaints

If you encounter a problem during your tour, you must report it immediately to your tour guide or our local operations team so that we have the opportunity to resolve it. If the issue cannot be resolved at the time, you must submit a written complaint to info@hilutours.com within 28 days of your return date. Claims submitted after this period may not be considered.

9. Travel Insurance

Travel insurance is NOT optional  it is a mandatory condition of booking with Hilu Tours for all clients participating in safari, adventure, or international travel packages.

Your travel insurance policy must provide adequate cover for, as a minimum:

• Emergency medical treatment and hospitalization
• Medical evacuation and repatriation to your home country
• Trip cancellation and curtailment covering the full cost of your booking
• Baggage and personal belongings loss or damage
• Personal liability
• Adventure activities where applicable (trekking, wildlife safaris, hot air ballooning, etc.)

You must provide proof of valid travel insurance to Hilu Tours before the tour departure date. Hilu Tours reserves the right to refuse participation if adequate insurance cannot be confirmed. We strongly recommend purchasing insurance at the time of booking to cover pre-departure cancellation risks.

10. Special Requirements & Dietary Needs

Hilu Tours will make every reasonable effort to accommodate special requirements including dietary needs, mobility considerations, and medical requirements, provided these are disclosed at the time of booking.

Please note:

• While we will communicate all special requirements to our suppliers, we cannot guarantee that all requests can be fulfilled in all locations, particularly in remote areas
• Gluten-free, vegan, vegetarian, kosher, and halal dietary options are available at most properties but may be limited on bush or camping itineraries
• Travelers with mobility impairments or disabilities should contact us prior to booking so we can advise on the suitability of specific tours
• We do not accept liability where special requirements cannot be met despite our reasonable efforts

11. Children, Minors & Family Bookings

Hilu Tours welcomes families and offers family-friendly tour packages. The following conditions apply to bookings involving minors:

• Children under 18 must be accompanied by a parent or legal guardian at all times
• Minimum age requirements apply to certain tours, safaris, and adventure activities. These will be clearly stated in the tour description and must be observed
• Child pricing applies to children of specified ages as stated in individual tour pricing schedules
• Parents or guardians are fully responsible for the safety, supervision, and conduct of minors in their care
• Where a minor is traveling with someone other than a parent or legal guardian, a notarized parental consent letter may be required by immigration authorities at the destination

12. Intellectual Property & Website Use

All content on the Hilu Tours website and marketing materials, including text, photographs, videos, logos, itineraries, tour descriptions, and branding, is the exclusive intellectual property of Hilu Tours or its licensed content providers and is protected by copyright law.

You may not reproduce, distribute, publish, transmit, modify, or commercially exploit any content from our website or materials without prior written consent from Hilu Tours. Limited personal, non-commercial use is permitted for planning purposes.

By submitting reviews, photographs, or other content to Hilu Tours, you grant us a non-exclusive, royalty-free, worldwide license to use, reproduce, and publish such content for marketing and promotional purposes.

13. Privacy & Data Protection

Hilu Tours collects and processes personal data in accordance with our Privacy Policy, which forms an integral part of these Terms and Conditions. By booking with us, you consent to the collection, use, and processing of your personal data as described in our Privacy Policy, available at www.hilutours.com/privacy-policy.

We take the security of your personal information seriously and comply with applicable data protection legislation, including the Kenya Data Protection Act 2019 and, where applicable, the EU General Data Protection Regulation (GDPR).

14. Force Majeure

Neither party shall be in breach of these Terms and Conditions or liable for any failure or delay in the performance of its obligations where such failure or delay arises from circumstances beyond its reasonable control, including but not limited to:

• Acts of God, earthquakes, floods, droughts, fires, or other natural disasters
• Pandemic, epidemic, or public health emergency declared by national or international health authorities
• War, hostilities, terrorism, civil unrest, or government-imposed travel restrictions
• Strikes, industrial action, or labor disputes affecting transportation or accommodation
• Power outages, IT infrastructure failures, or internet disruptions
• Government actions, sanctions, or changes in applicable law

In a force majeure situation, Hilu Tours will endeavor to notify affected clients as soon as reasonably possible and will make every effort to offer suitable alternatives or reschedule travel. We will not be liable to pay compensation or cover additional expenses incurred by clients as a result of force majeure events.

15. Governing Law & Dispute Resolution

15.1 Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Kenya. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Kenya, without prejudice to any mandatory consumer protection rights you may have in your country of residence.

15.2 Dispute Resolution Process

In the event of a dispute or complaint, we encourage clients to follow these steps in order:

1. Contact your tour guide or local operations team immediately during the tour
2. Submit a formal written complaint to info@hilutours.co.ke within 28 days of return
3. Allow Hilu Tours 21 business days to investigate and respond to your complaint
4. If unresolved, the matter may be referred to mediation by a mutually agreed mediator
5. Failing mediation, the dispute may be referred to the courts of Kenya

Both parties agree to act in good faith and make reasonable efforts to resolve disputes amicably before resorting to legal proceedings.

15.3 Class Action Waiver

To the extent permitted by law, you agree that any disputes with Hilu Tours will be resolved on an individual basis only and not as part of a class, collective, or representative action.

16. Miscellaneous Provisions

Entire Agreement: These Terms and Conditions, together with our Privacy Policy, Cookie Policy, and any booking confirmation issued by Hilu Tours, constitute the entire agreement between the parties and supersede all prior representations, negotiations, or understandings.

Severability: If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

No Waiver: Failure by Hilu Tours to enforce any provision of these Terms shall not be construed as a waiver of our right to enforce that provision in the future.

Assignment: You may not transfer or assign your booking or rights under these Terms to any other person without our prior written consent. Hilu Tours may assign its rights and obligations to a successor entity without notice.

Headings: Section headings in these Terms are for convenience only and shall not affect the interpretation of these Terms.

Language: These Terms and Conditions are written in English. In the event of any translation, the English version shall prevail.

17. Amendments to These Terms & Conditions

Hilu Tours reserves the right to update, modify, or replace these Terms and Conditions at any time. Material changes will be communicated via a notice on our website and, where appropriate, by email to registered clients. The updated Terms will be effective from the date of publication.

It is your responsibility to review these Terms periodically. Your continued use of our website or services after any update constitutes acceptance of the revised Terms. Bookings made prior to any revision will be governed by the Terms in force at the time of booking.

18. Contact Information

For all booking inquiries, complaints, or questions regarding these Terms and Conditions, please contact us through the following channels:

Hilu Tours  Customer Service & Bookings

Bookings: info@hilutours.co.ke

General Inquiries: info@hilutours.co.ke

Complaints: info@hilutours.co.ke

Website: www.hilutours.co.ke

Business Hours: Monday to Friday, 8:00 AM – 6:00 PM EAT | Saturday, 9:00 AM – 1:00 PM EAT

We aim to respond to all inquiries within 2 business days.