Refund and Cancellation Policy

When you start checkout for a package, we place a short, timed hold on the selected dates and traveler count while you complete payment. If payment is not completed before the hold expires, the hold is released and the dates may become available to other travelers. A hold is not a confirmed booking.

A booking is confirmed once payment is received in full through Stripe, M-Pesa, or bank transfer, as applicable. Jambo does not currently offer a partial deposit option - full payment is required to confirm a booking.

The amount refunded depends on how far in advance of the travel start date you cancel, and whether the booking is a multi-day safari or a single-day trip. In every case, a service fee is deducted from the refund rather than the full amount being withheld - refunds are calculated automatically at the moment you cancel, then reviewed and approved by our team before funds are released.

Multi-day safari packages

• 7 or more days before travel: 5% service fee, 95% refunded
• Fewer than 7 days before travel: 25% service fee, 75% refunded

Day trips

• 2 or more days before travel: 5% service fee, 95% refunded
• Fewer than 2 days before travel: 30% service fee, 70% refunded

When you cancel a paid booking, a refund request is filed automatically using the tiers above - you do not need to separately request one. Every refund is still reviewed and approved by our team before funds are released, which protects against duplicate or erroneous refunds. If you have a question about a refund already in progress, contact us through your account support page.

Once a refund is approved, funds are typically returned to your original payment method within 5 to 10 business days. The exact timing after that point depends on your card issuer, bank, or mobile money provider, and is outside Jambo's control.

Certain third-party costs (for example non-refundable lodge deposits or park permits already purchased on your behalf) may not be refundable regardless of the cancellation tier above. Where this applies, it will be disclosed on the specific package or communicated at the time of booking. Questions can be sent to info@jamboafricansafari.com.