Last updated: October 4, 2025
Welcome — these Terms & Conditions (“Terms”) explain the contractual relationship between you (the “Client”, “you” or “traveller”) and Real Shangololo Ltd. (“we”, “us”, “our”, “Real Shangololo”), a professional tours & travel agency based in Nairobi, Kenya. By requesting a quote, placing a booking or travelling with Real Shangololo you accept and agree to be bound by these Terms. Please read them carefully. If you have questions, contact info@realshangololo.com before booking.
1. Booking & confirmation
1.1. To request a booking, contact Real Shangololo via our online booking form, info@realshangololo.com or by phone. Requests are subject to availability.
1.2. A provisional booking may be held for a short period (as stated in the proposal). To confirm a booking you must: (a) accept the written booking proposal or invoice, and (b) pay the deposit required in the proposal.
1.3. A confirmed booking is only valid when we issue a written confirmation or invoice. After confirmation, the contract between you and Real Shangololo is legally binding and governed by these Terms.
2. Payment terms & currency
2.1. All prices quoted by Real Shangololo are in the currency specified on the invoice (USD, GBP, EUR or KES). The invoice sets the deposit and final payment amounts, due dates and accepted payment methods.
2.2. Typical payment schedule (unless otherwise agreed in writing):
- Deposit: minimum 20% of the transport package price (or as stated on the invoice) payable to secure the booking.
- Final balance: due no later than 45 days before departure (or the date stated in your invoice/confirmation).
2.3. For bookings confirmed less than the final-payment window (e.g., within 45 days of departure), full payment may be required immediately.
2.4. Payments may be made by bank transfer, credit card (surcharge may apply), or other methods agreed in writing. Bank fees are payable by the payer. We reserve the right to refuse or delay travel if full payment is not received by the due date.
3. Prices, taxes & supplier charges
3.1. Quoted prices relate to the services in the written proposal. Unless the proposal expressly states otherwise, Real Shangololo’s quoted price covers the transport and guiding services described in the itinerary only.
3.2. Park entry fees, conservation levies, accommodation, domestic flights, activity fees (boat transfers, hot-air balloons, island permits, cultural-host fees), visas and passenger taxes are NOT included in the standard transport package and are payable by the Client unless otherwise stated.
3.3. Prices listed on the website and proposals are based on current supplier rates, taxes and exchange rates. Real Shangololo reserves the right to increase the price after confirmation where unforeseen increases arise from: (a) changes in supplier charges or park/authority fees, (b) changes in fuel costs, (c) currency fluctuations, (d) government taxes or levies, or (e) other materially changed cost bases beyond our control. In such cases we will notify you and invoice the difference.
4. What Real Shangololo provides (scope of services)
4.1. Real Shangololo supplies the services expressly stated in your confirmation: typically the safari vehicle, fuel, in-country transport and a licensed professional safari driver/guide for the stated itinerary. We act as either principal or agent for third-party suppliers (accommodation, aviation, activity operators) as noted in your booking.
4.2. We will use reasonable skill and care to provide services detailed in the booking. We do not control third-party suppliers’ operations and accept no responsibility for their acts or omissions beyond our reasonable ability to influence them.
4.3. All scheduled departures are run with a maximum of five guests unless otherwise stated. Private departures or bespoke group arrangements are subject to separate terms and pricing.
5. Client responsibilities & special requests
5.1. You must provide accurate traveller information (full name as per passport, date of birth, nationality, dietary/medical requirements, mobility needs and emergency contact) at time of booking. Delay in providing required information may result in supplier refusals or additional costs for which you will be responsible.
5.2. Special requests (dietary needs, bed type, accessibility) are requests only and not guaranteed unless confirmed in writing by Real Shangololo or the supplier. Additional supplier charges for special requests are payable by you.
5.3. You must ensure you and your party are fit for travel on the chosen itinerary. Inform us of any pre-existing medical or mobility conditions prior to booking so we can advise on suitability and required adjustments. Real Shangololo reserves the right to decline or alter arrangements where a traveller’s condition may present a significant risk.
6. Inclusions & exclusions (standard)
6.1. Typical transport package includes: vehicle transport as specified, licensed professional safari driver/guide, fuel for itinerary transfers, bottled water in vehicle, driver per diems, standard vehicle permits and basic vehicle support.
6.2. Typical transport package excludes (client pays): park entry & conservation fees; accommodation and meals; activity fees (boat transfers, island permits, hot-air balloon flights, cultural-host fees); domestic flights; visas and border fees; travel insurance; gratuities; and any personal expenses.
6.3. Any inclusions beyond the standard transport package will be specified expressly in your booking confirmation and invoice.
7. Amendments by Client & transfer of booking
7.1. If you wish to amend a confirmed booking (dates, passenger names, itinerary), notify info@realshangololo.com immediately. We will attempt to accommodate changes but cannot guarantee availability. Supplier rebooking fees and any additional costs (including changes in price) are payable by the Client.
7.2. Transfer of booking to another person is subject to our written consent and any supplier restrictions. The transferee must meet all entry, health and documentation requirements. An administration fee may apply and any supplier charges incurred are payable by you. The original booking holder remains liable until transfer is accepted in writing by Real Shangololo.
8. Amendments / changes by Real Shangololo or suppliers
8.1. While we plan and confirm itineraries in advance, Real Shangololo or our suppliers may need to make alterations for operational reasons (weather, road conditions, park closures, supplier unavailability). We will notify you as soon as reasonably possible.
8.2. If an amendment is significant (material change to destination, duration or services) we will offer alternatives: (a) a revised itinerary, (b) date change, or (c) cancellation with refund of sums paid for the affected services (less any irrecoverable supplier costs).
8.3. We are not liable for changes caused by suppliers or third parties beyond our control; however we will reasonably assist in seeking suitable alternatives or refunds where possible.
9. Cancellations & refunds (Client-initiated)
9.1. Cancellation must be notified in writing to info@realshangololo.com and is effective from the date of receipt. Cancellation charges depend on timing and supplier commitments. Typical policy (example—your invoice may state different terms):
- Cancellation more than 60 days before departure: loss of deposit (minimum 20% or as invoiced).
- Cancellation 30–60 days before departure: 50% of transport package price.
- Cancellation 15–29 days before departure: 75% of transport package price.
- Cancellation less than 15 days before departure or No-show: 100% of transport package price.
9.2. If Real Shangololo has paid supplier deposits or incurred non-refundable charges on your behalf (accommodation, flights, permits), these supplier penalties will be passed on to you in addition to Real Shangololo’s cancellation charges.
9.3. Refunds (if any) will be processed after deduction of applicable charges and within a reasonable time after supplier refunds are received. Bank transfer fees are charged to the client.
10. No-shows & early returns
10.1. No-shows, late arrivals, missed flights or early returns do not entitle the passenger to any refund for unused services. Additional costs to rejoin the itinerary are payable by the client.
10.2. If you leave the trip early for any reason, we are not responsible for return transport, unused supplier services or expenses incurred as a consequence.
11. Insurance & health requirements
11.1. Adequate travel insurance (medical, personal injury, cancellation, repatriation/medical evacuation) is mandatory for all bookings. You must provide proof of insurance if requested. Real Shangololo is not liable for uninsured losses.
11.2. You are responsible for obtaining medical advice, vaccinations and prophylaxis (e.g., malaria medication, yellow fever certificate where required). Health advice may change — consult a travel health clinic for up-to-date recommendations.
11.3. Travel with prescription medication in original packaging and carry a copy of prescription/doctor’s letter when necessary.
12. Passports, visas & border formalities (cross-border trips)
12.1. It is your responsibility to ensure all travellers hold valid passports, visas, permits, residency documents and any vaccinations required for the itinerary. Requirements vary by nationality and may change; check consular advice before travel. Real Shangololo can advise on typical requirements but bears no responsibility for incorrect or missing documentation.
12.2. Cross-border itineraries (e.g., Kenya ↔ Tanzania) may require additional permits, vehicle paperwork or temporary importation documents and can involve border delays. Any supplier or administrative fees for cross-border arrangements are payable by the client.
13. Safety, guide instructions & code of conduct
13.1. All departures are led by licensed professional safari guides whose instructions must be followed at all times. Guides are responsible for safety, wildlife etiquette and briefing travellers. Failure to follow reasonable instructions may result in refusal to continue the booking without refund.
13.2. Respect local laws, cultural norms and private property. Smoking, alcohol use and behaviour on reserves or in vehicles must comply with guide instructions and supplier rules.
13.3. Do not approach, feed or provoke wildlife. Guests are responsible for personal safety and for supervising minors in their care.
14. Liability & limitation of liability
14.1. Subject to applicable law, Real Shangololo’s liability for any loss, damage or injury arising from our direct negligence is limited to the total amount paid by you for the transport package for the booking in question.
14.2. We are not liable for indirect, consequential or special losses (including loss of enjoyment, missed flights, lost photos or earnings).
14.3. Real Shangololo acts as principal for services we supply directly and as agent for independent suppliers (lodges, aviation, activity operators). We are not liable for acts, omissions or failures of independent suppliers beyond our reasonable control. Where supplier liability attaches, your remedy is against the supplier.
14.4. Nothing in these Terms shall limit our liability for death or personal injury caused by our proven negligence or for any other liability that cannot legally be limited under applicable law.
15. Force majeure & extraordinary events
15.1. “Force majeure” means events beyond reasonable control including (but not limited to) war, civil unrest, strikes, acts of government, natural disasters, pandemics, epidemics, severe weather, closure of borders, quarantine measures, unexpected road closures, significant fuel shortages, or sudden park closures.
15.2. If a force majeure event occurs before departure, we may offer an alternative date, rerouting or a refund (less irrecoverable supplier costs). If the event occurs during travel, we will use reasonable endeavours to assist but are not responsible for additional costs incurred by you, except where such costs are caused by our proven negligence. Any refund depends on the recoverability of sums from suppliers.
16. Complaints & dispute resolution
16.1. If you have a complaint during the trip, notify your guide and Real Shangololo immediately so we can try to resolve it on the spot. Failure to report issues during the trip may affect our ability to investigate or remedy them afterward.
16.2. If not resolved on the trip, submit a written complaint to info@realshangololo.com within 14 days of returning home, providing booking details and supporting documentation (photos, receipts). We will acknowledge receipt and respond reasonably promptly.
16.3. If the complaint cannot be resolved by negotiation, the parties agree to attempt mediation before commencing litigation. If mediation fails, disputes will be determined by the courts of Kenya or by arbitration in Nairobi in accordance with the Arbitration Act (as may be applicable). These dispute resolution steps do not affect your statutory rights.
17. Intellectual property & use of content
17.1. All content on realshangololo.com (text, images, logos, designs) is the property of Real Shangololo or used with permission. You may not copy, reproduce or use our intellectual property for commercial purposes without prior written consent.
17.2. Non-commercial sharing of blog posts or images with appropriate credit and link back to realshangololo.com is permitted unless otherwise stated.
18. Photography, video & social media consent
18.1. On some departures Real Shangololo or partner suppliers may take photos or video for marketing. By travelling with us you consent to the use of non-identifying images for promotional purposes unless you notify us in writing before departure requesting otherwise.
18.2. If you do not want your image used you must inform your guide and info@realshangololo.com at or before the start of the trip.
19. Privacy & personal data
19.1. We process personal data in accordance with applicable data protection laws and our Privacy Policy (see realshangololo.com/privacy). Personal data is used to manage bookings, provide services, meet legal obligations and for marketing where consented.
19.2. You may request access, correction or deletion of your data as set out in the Privacy Policy. For data questions contact info@realshangololo.com.
20. Governing law & jurisdiction
20.1. These Terms are governed by the laws of the Republic of Kenya. Subject to Clause 16 (Dispute Resolution), you and Real Shangololo agree to submit to the exclusive jurisdiction of the Kenyan courts in Nairobi in respect of any dispute arising under these Terms unless otherwise agreed.
21. General provisions & Severability
21.1. No employee, agent or representative of Real Shangololo has the authority to vary these Terms except where such variation is agreed in writing by an authorised company representative.
21.2. If any provision of these Terms is found unenforceable, the remaining provisions remain in full force and effect.
21.3. Headings are for convenience only and do not affect interpretation.
22. Contact information
Real Shangololo
Email (bookings & reservations): info@realshangololo.com
Email (privacy/data): info@realshangololo.com
General enquiries: contact form on realshangololo.com/contact-us