Refund Policy

1. Standard Gauge Railway (SGR) / Train Tickets

SGR train tickets are non-refundable and non-transferable once issued. This policy applies regardless of the reason for cancellation, including but not limited to:

• Change of travel plans
• Medical emergencies
• Force majeure events
• No-show on the travel date

We strongly recommend that you verify your travel dates and details before confirming your SGR booking. Please ensure you have valid identification and arrive at the station at least 30 minutes before departure.

2. Accommodation Bookings

Refund eligibility for accommodation bookings is subject to the specific hotel's cancellation policy. Policies vary by property, but generally:

• Cancellation more than 7 days before check-in: Typically eligible for a 50% refund of the accommodation cost (subject to the hotel's specific policy)
• Cancellation 7 days or less before check-in: Typically non-refundable (subject to the hotel's specific policy)
• No-show: Non-refundable

The exact cancellation policy for your specific accommodation will be clearly stated in your booking confirmation email. We will communicate the hotel's policy to you at the time of booking.

Processing Time: Approved refunds for accommodation bookings are typically processed within 14-21 business days, depending on the hotel's refund processing time.

3. Safari Packages

Safari package bookings require a 20% deposit to secure your reservation. This deposit is non-refundable under normal circumstances. The remaining balance is due as specified in your booking confirmation.

3.1 Cancellation Timeline

• More than 30 days before departure: 20% deposit is non-refundable. The remaining 80% may be refunded, subject to a 10% administrative fee.
• 15-30 days before departure: 20% deposit is non-refundable. 50% of the remaining balance may be refunded, subject to a 10% administrative fee.
• 7-14 days before departure: 20% deposit is non-refundable. 25% of the remaining balance may be refunded, subject to a 10% administrative fee.
• Less than 7 days before departure: No refund available.
• No-show or early departure: No refund available.

3.2 Partial Cancellations

If you cancel part of your safari package (e.g., one person from a group booking), the refund policy above applies proportionally. Additional fees may apply for itinerary modifications.

4. Force Majeure and Exceptional Circumstances

In exceptional circumstances, exceptions to our standard refund policies may be considered. These exceptions are evaluated on a case-by-case basis and require appropriate documentation.

4.1 Medical Emergencies

Refund requests due to medical emergencies may be considered if:

• You provide proof of medical emergency (e.g., medical certificate from a licensed physician)
• The medical emergency prevents you or a member of your travel party from traveling
• The request is submitted within 7 days of the medical emergency

Even in medical emergencies, the 20% safari deposit remains non-refundable. However, we may offer credit vouchers or partial refunds for the remaining balance, subject to review.

4.2 Force Majeure Events

Force majeure events are circumstances beyond our control that make travel impossible or unsafe. These include:

• Political instability, civil unrest, or government travel advisories
• Natural disasters (earthquakes, floods, severe weather)
• Pandemics or public health emergencies
• War, terrorism, or security threats
• Airport or border closures
• Other events that make travel impossible or unsafe

In the event of force majeure:

• We will work with you to reschedule your travel (subject to availability)
• If rescheduling is not possible, we may offer credit vouchers valid for 12-24 months
• Partial refunds may be considered, minus non-refundable costs already paid to service providers
• SGR tickets remain non-refundable even in force majeure situations

Note: Force majeure determinations are made at our sole discretion based on official advisories and circumstances. We are not responsible for additional costs incurred due to force majeure events (e.g., alternative flights, accommodation).

5. Refund Processing

5.1 How to Request a Refund

To request a refund:

1. Submit your request in writing through our contact page
2. Include your booking reference number
3. Provide a clear reason for cancellation
4. Attach any required documentation (e.g., medical certificates for medical emergencies)

5.2 Processing Time

Refund requests are typically reviewed within 5-7 business days. Once approved:

• Refunds to the original payment method: 14-21 business days
• Refunds to M-Pesa: 5-10 business days
• Credit vouchers: Issued within 3-5 business days

Processing times may vary depending on your payment provider and banking institution.

5.3 Refund Method

Refunds will be processed to the original payment method used for the booking. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

6. Administrative Fees

The following administrative fees may apply to refunds:

• Safari package cancellations: 10% of the refundable amount
• Accommodation cancellations: As specified by the hotel (typically included in the cancellation policy)
• Payment processing fees: Non-refundable (as per our Terms of Service)

7. Travel Insurance

We strongly recommend that you purchase comprehensive travel insurance that covers trip cancellation, medical emergencies, and force majeure events. Travel insurance may provide coverage for non-refundable costs that are not covered by our refund policy.

Mystical Vacations is not responsible for refunding costs that should be covered by your travel insurance.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your booking will apply to your reservation.

9. Contact Us

If you have questions about our refund policy or need to submit a refund request, please contact us through our contact page.