Terms & Conditions


Terra Madre Tours and Travel purchases its accommodations, restaurant services and other services from various independent suppliers that are not subject to Twiga Tours’ control. All such persons and entities are independent contractors. However, we ensure that the suppliers we contract have the licenses required under the laws of the land, and possess the required Health & Safety Certificates.

Terra Madre Tours and Travel will ensure smooth operation of the safaris but is not liable for delays in departure or interruption of tour arrangements caused by, but not limited to, acts of God, strikes, or any other causes beyond the control of Terra Madre Tours and Travel.

Every effort will be made to operate as planned, but alterations may occur after the final itinerary has been issued. Accommodation and arranged sightseeing activities are subject to change due to unforeseen circumstances or circumstances beyond Terra Madre Tours control.

Terra Madre Tours reserves the right to decline to accept or retain any person as a passenger should such person’s health, mental condition, physical infirmity or general deportment impede the operation of the trip or the rights or welfare or enjoyment of other passengers, at his/her own expense. Participants who are disruptive or endanger the group or the travel experience, or break local laws may be removed from the tour with no refund due and at their own expense.


Reservations are required to be made in writing and with as much notice as possible.

Group /FIT’s:

A non-refundable deposit of 15% of the tour price is required on confirmation, if made more than 90 days before the departure of the tour. Balance of payment is required 2 weeks prior to departure or on the date stipulated on the invoice. If the reservation is made within 60 days of the departure date of the tour, full payment for the tour is required.


Cancellations must be made in writing and will become effective on the date of receipt at the offices of Terra Madre Tours

Cancellation & Amendments by passenger/s:

Charges are based on the full price of the tour and apply as follows for Travel before July 2023.

Between Confirmation and 60 days prior to arrival date before Peak Season July 2023: 

The booking can be cancelled without penalty.

Between 60 days and 30 days prior to arrival before Peak Season July 2023:

A Credit Note will be issued against the agent name/Client, which maybe utilized within 12 months from the arrival date.

Between 30 days and 15 days prior to arrival of travel before Peak Season of July 2023 :

70% of the total booking amount will be forfeited.

Cancellation during travel or stay :

100% of total booking value will be forfeited In the Event of a CoVid – 19 cancellation. The following Terms and Conditions apply

Between 30 days and arrival date:

100% of the total booking value will be refunded as a credit note against the agent name to be utilized within 12 months from the arrival date.

Reasons will be limited to include the following:

  • Resurgence of infection rates in the guest country of residence to the extent that the Government restricts all but essential travel.
  • The destinations in the guest itinerary are under official Government sanctioned lockdown that prohibits the guest from traveling or the service providers from providing the booked services.
  • The destinations in the guest itinerary have closed their border to international travellers.
  • The destinations in the guest itinerary will not accept or allow entry for travellers from the guest’s country of residence
  • International flights are cancelled with no alternative routings available for the guest to use to reach the destinations in the itinerary.

Terra Madre Tours and a Travel Limited reserves the right to ask for any reasonable evidence, written statements and or documents to support the reasons for cancelation that are given. Any other reason for cancellation not listed above will be considered on a case by case basis.

We recommend that clients have a full comprehensive travel insurance including ‘cancel for any reason’ cover. Terra Madre Tours shall not be liable for damages of whatsoever nature, arising from any alterations or cancellations.

Terra Madre Tours shall at all times exercise its absolute discretion in regard to cancellation / refunds, including where passengers do not remain with the pre-booked holiday throughout its duration.

Terra Madre Tours uses many suppliers, each with their own amendment /cancellation charges. Cancellations and amendments are therefore subject to our supplier’s conditions and on the understanding that the passengers shall be liable for all additional costs arising from cancellations and amendments. Terra Madre Tours reserves the right to claim a cancellation fee of up to 100% of the total package price, should the hotel claim the same.

Cancellation by Terra Madre Tours:

Passengers should at all times be covered by cancellation insurance, in the case of force majeure. Force majeure includes (but is not limited to) war, threat of war, riot, civil disobedience or strife, industrial dispute, terrorist activity, acts of God, natural or nuclear disaster, fire, adverse weather conditions, level of water, technical or maintenance problems with transport providers, closure of airports or any unforeseeable or unavoidable event beyond our control.

Airlines Cancellation & Refunds:

Cancellations of airline tickets are subject to rules of the airline. Details of the airline tickets’ cancellation policy should be obtained by the passenger in writing prior to confirmation.

A handling fee of US$50 will be levied above and beyond all charges by the airline.

Tour Price:

Prices are based on current rates of exchange and are subject to variation if there are increases due to Government action, Value Added Tax, changes in exchange rates, increases in transportation costs or fuel prices, airfares or hotel rates.

All prices are quoted in Kenya Shillings, unless otherwise stated. Payment is accepted at the rate of exchange at the time of receipt of payment. Bank charges are for the account of the remitter.

No adjustments to the tour price will be made or considered once full prepayment for the tour has been received by The Company.


Terra Madre Tours shall, endeavor at all times to comply with our pre-determined tour itinerary, but cannot be held responsible for any reason should this not be possible, it being noted that it may be in the interest or for the welfare of passengers that alterations are made for their safety and any additional and / or unavoidable expenses shall become their financial responsibility.

Refunds and Unused Services

No refunds will be made for no shows, or any unused services.


It is the responsibility of the passenger(s) to effect full and comprehensive insurance cover for personal baggage / effects, foreign and local currency, travellers cheques, medical expenses, personal accident and cancellation / curtailment.

Terra Madre Tours recommends that passenger(s) take out sufficient travel insurance, in particular medical and cancellation. If this is not available in the passenger(s) country of origin, it can be purchased from Terra Madre Tours before arrival in Kenya.

Luggage and Personal Effects:

These are conveyed entirely at owner’s risk. Passengers should note that they are limited to one standard suitcase not weighing more than 20 kg, plus one small piece of hand luggage. When travelling on certain charter/domestic flights, baggage is limited to one soft bag weighing not more than 15 kg.

Terra Madre Tours accepts no responsibility for loss or damage to luggage or personal property from whatsoever causes arising. Passengers are advised to effect adequate insurance.

Visas, Health Requirements, Passports & Travel Documents:

It is the passengers’ responsibility to ensure they possess the correct vaccination certificates, drivers licenses and insurance policies.

The countries of Eastern Africa have specific entry regulations and requirements and many recommend health precautions. It is the responsibility of all passengers / agents to ensure that their above-mentioned travel documents are in order and fully valid. Passports need to be valid for 6 months after departure from Kenya.

Passengers are recommended to approach their local consulate office(s) for general advice on travel documents. Immigration requirements are the responsibility of the individual passenger.

Terra Madre Tours  recommends passengers / agents consult (before departure) their doctor or travel clinic for advice regarding inoculations and health precautions.

Single Accommodation:

Terra Madre Tours will undertake to supply the specific accommodation requested, subject to availability. Terra Madre Tours reserves the right to make use of alternative, similar accommodation if necessary.

Passengers should note this that single accommodation always represents an additional cost, and single rooms are available on a first-come-first-served basis.

Shared Accommodation:

Applicable to group tours Terra Madre Tours undertakes at all times to arrange for shared accommodation according to passengers wishes, but shall without any liability to them, exercise sole discretion to arrange their accommodation in the best interests of the tour.

Wild Animals:

Passengers need to be aware that Safaris frequently visit areas with wild animals. Neither Twiga Tours nor its employees, nor our agents can be held responsible in any way whatsoever for any injury or incident while on safari.

Payment & Confirmation:

Written confirmations will be sent to passengers (Directly or through their booking agents). Original documentation will be handed to passengers on arrival. Final payment is due 2 weeks prior to arrival or on the date stipulated on the invoice. Bookings made within 30 days prior to departure must be accompanied by full payment.

Special Requests:

Special requests for meals, rooms etc, must be made at least one month in advance and in writing. Whilst every effort will be made to ensure that these requests are fulfilled, they cannot be guaranteed.


Air, rail, road and other departure times are supplied by the Carriers. They are at all times subject to traffic control restrictions and weather conditions. Terra Madre Tours is not responsible for any delays or inconvenience which may arise.

Financial Security:

Terra Madre Tours is a member of, and in good standing with GRATO (Great Rift Valley Tour Operators Association), KAWT ( Kenya Association of Women in Tourism) and NCTA (Nakuru County Tourism Association).


Terra Madre Tours uses only registered guides and specialist guides.  We endeavor at all times to employ specific language guides as requested and when available.The Contract between the Parties: The laws of the Republic of Kenya shall govern the relationship between Terra Madre Tours &Travel Ltd and the Operator / Travel Agent / passenger and the Courts of Nairobi of the Republic of Kenya, shall have sole jurisdiction, in respect of any claims and / or disputes of whatsoever nature, which may arise between Terra Madre Tours and the Agent and / or passenger. Contracts between the parties, as well as any subsequent variations thereto, shall be in writing.