Booking Terms and Conditions

1. Our role

Barsha Journeys helps customers arrange travel services provided by independent suppliers, including airlines, hotels, insurance companies and other travel-service providers.

The actual travel services are delivered under the relevant supplier's terms and conditions.

2. Quotations

Quotations are based on the information provided by the customer and the prices and availability shown by suppliers at that time.

A quotation does not reserve or guarantee a flight, hotel or price unless Barsha Journeys confirms this in writing.

Prices and availability may change before payment and final confirmation.

3. Prices

The quotation will show the main services included in the price.

Prices may change because of exchange-rate movements, taxes, fuel surcharges, government charges or supplier adjustments.

Any Barsha Journeys service or administration fee will be disclosed before payment.

4. Traveller information

Customers must provide complete and accurate information for every traveller.

Names must match the traveller's passport or identification document exactly. A spelling correction may be treated by an airline or supplier as a booking change and may attract additional charges.

Customers must check all quotations, invoices, tickets and confirmations immediately and report any error as soon as possible.

5. Payments and confirmation

Payment instructions and deadlines will be stated in the quotation or invoice.

A booking is only confirmed after:

• The required payment has been received;
• The supplier has confirmed availability; and
• Barsha Journeys has issued written confirmation.

Failure to pay within the stated time may result in a price change or loss of availability.

6. Changes

Customer-requested changes are subject to availability and the supplier's conditions.

Airline fees, fare differences, hotel charges, supplier penalties and disclosed Barsha Journeys administration fees may apply.

Some tickets, hotel rates and promotional offers cannot be changed.

7. Cancellations

Cancellation requests must be sent to Barsha Journeys in writing.

Refund eligibility and cancellation charges are determined by the conditions attached to the selected flight, hotel, insurance policy or other service.

Before making payment, customers should check whether their chosen booking is refundable or changeable.

8. Refunds

Where a supplier permits a refund, Barsha Journeys will submit or follow up on the request.

Refund approval and processing times are controlled by the relevant supplier. Barsha Journeys cannot release money that has not yet been returned by the supplier.

Supplier deductions and any previously disclosed non-refundable charges will be deducted from the amount refunded.

We will keep the customer informed where reasonably possible, but we cannot guarantee a supplier's refund timeframe.

9. Supplier changes

Airlines, hotels and other suppliers may change schedules, routes, facilities or other arrangements.

If we receive notice of an important change, we will inform the customer and explain the options made available by the supplier.

Any refund, replacement or alternative arrangement will be subject to the supplier's conditions and applicable law.

10. Passports and visas

Travellers are responsible for ensuring that they have:

• A valid passport
• The required visa or travel authorisation
• Necessary vaccination or health documentation
• Documents required for children travelling with them

Barsha Journeys may provide general information, but visa and immigration decisions are made solely by the relevant authorities.

We cannot guarantee visa approval or processing times.

11. Travel insurance

Customers are encouraged to obtain suitable travel insurance.

Where Barsha Journeys provides information or a quotation from an insurance provider, the insurer's policy wording, exclusions, limits and claims procedures will apply.

Barsha Journeys does not decide or process insurance claims unless expressly authorised to do so by the insurer.

12. Optional travel arrangements

Where requested, Barsha Journeys may help customers explore transfers, activities, excursions or safari options provided by independent travel partners.

Availability, safety requirements, service delivery and cancellation conditions are determined by the relevant provider.

The applicable details will be explained before confirmation.

13. Special requests

Customers should inform us of dietary requirements, accessibility needs, room preferences or other special requests before booking.

We will pass reasonable requests to the relevant supplier. A special request cannot be guaranteed unless the supplier confirms it.

14. Circumstances outside our control

Travel may be affected by events outside the reasonable control of Barsha Journeys.

These may include severe weather, strikes, government restrictions, border closures, civil unrest, security incidents, health emergencies, technical failures or supplier disruption.

We will provide reasonable assistance where possible. Additional costs may remain the traveller's responsibility unless covered by the supplier or travel insurance.

15. Customer conduct

Travellers must follow applicable laws, immigration requirements and supplier rules.

A supplier may refuse service where a traveller presents a safety risk, behaves abusively or seriously disrupts other people.

Any resulting costs may be the traveller's responsibility.

16. Complaints

Customers should report a problem as soon as possible so that the supplier and Barsha Journeys have an opportunity to assist.

Formal complaints should be sent to info@barshajournys.com with the booking reference and relevant supporting information.

We will acknowledge the complaint and provide an estimated response timeframe.

17. Personal information

Personal information will be handled in accordance with our Privacy Policy.

Making travel arrangements may require relevant information to be shared with airlines, hotels, reservation systems, insurers, authorities and other travel-service providers.

18. Governing law

These Terms and Conditions are governed by the laws of Kenya.

The parties should first try to resolve any dispute through good-faith discussion. If a resolution cannot be reached, the matter will be handled by the appropriate court or dispute-resolution body in Kenya.

19. Changes to these terms

We may update these Terms and Conditions when our services, supplier arrangements or legal obligations change.

The terms accepted when a booking is confirmed will continue to apply to that booking unless otherwise required by law.