TERMS, CONDITIONS & PRIVACY POLICY

HEELS AND VALISE TOURS

Last Updated:  2026 

Welcome to Heels and Valise Tours. We specialize in creating memorable travel experiences across Kenya and East Africa, ranging from classic safari adventures to carefully curated luxury journeys.

These Terms, Conditions, and Privacy Policy outline the agreement between Heels and Valise Tours and its clients. They are designed to ensure transparency, mutual understanding, and the smooth delivery of travel services.

By booking any service with Heels and Valise Tours or by using our website and communication platforms, you acknowledge that you have read, understood, and agreed to the terms outlined below.

 

  1. PRIVACY POLICY

At Heels and Valise Tours, protecting your personal information is a priority. We respect the trust you place in us when sharing your details and are committed to safeguarding your privacy.

This Privacy Policy explains how we collect, use, store, and protect your personal information when you interact with our company.

1.1 Information We Collect

In order to plan and deliver travel services effectively, we may collect personal information including but not limited to:

  • Full name
  • Contact information (email address, telephone number, mailing address)
  • Passport details where required for travel arrangements
  • Travel preferences and special requirements
  • Emergency contact information
  • Payment information necessary to process bookings

This information may be collected when you:

  • Submit an inquiry through our website
  • Communicate with us by email or telephone
  • Send messages through social media platforms
  • Complete a booking form
  • Request quotations or travel planning assistance
  • Book services through a third party acting on your behalf

In some instances, information may also be provided to us by:

  • Travel agents
  • Corporate travel coordinators
  • Family members or group organizers

 

1.2 Use of Personal Information

The information we collect is used strictly for legitimate business purposes. These include:

  • Processing safari and tour bookings
  • Reserving accommodations, transport, and activities
  • Communicating important travel information
  • Confirming reservations with hotels, airlines, and other service providers
  • Responding to inquiries and providing customer support
  • Improving the quality of our services
  • Sending occasional travel updates or promotional offers

Clients may request to opt out of marketing communications at any time.

 

 

1.3 Sharing of Information

Heels and Valise Tours does not sell or rent personal information to third parties.

However, certain information may be shared with trusted service providers where necessary to facilitate travel arrangements. These providers may include:

  • Safari lodges and hotels
  • Airlines and transportation providers
  • Tour guides and ground operators
  • National park authorities
  • Payment processing providers

Information will only be shared to the extent necessary to deliver the booked services.

In certain circumstances, we may also disclose information when required by law, government authorities, or security regulations.

 

1.4 Data Security

We take reasonable administrative and technical measures to protect personal data from unauthorized access, loss, or misuse.

While we strive to maintain the highest level of security, it is important to note that no online transmission or storage system can be guaranteed to be completely secure.

 

1.5 Policy Updates

Our Privacy Policy may be updated periodically to reflect changes in operational practices or legal requirements. The most current version will always be available through our official communication channels.

 

  1. TERMS AND CONDITIONS

These Terms and Conditions apply to all bookings, tours, safaris, and travel services arranged by Heels and Valise Tours.

 

2.1 Booking Confirmation

A booking is considered confirmed once:

  1. The required deposit has been received, and
  2. A completed booking confirmation or written acceptance has been submitted.

Payment of a deposit indicates acceptance of these Terms and Conditions.

 

2.2 Pricing

All prices quoted by Heels and Valise Tours are based on the rates available at the time of quotation.

Prices may be subject to change due to factors beyond our control, including but not limited to:

  • Government taxes and levies
  • National park entry fees
  • Currency fluctuations
  • Fuel price adjustments
  • Supplier rate changes

Should any significant changes occur prior to travel, clients will be notified accordingly.

 

2.3 Payment Methods

Heels and Valise Tours accepts the following payment methods:

  • Bank transfers
  • Mobile money payments
  • Online card payments
  • Cash payments
  • Direct bank deposits
  • Company or banker’s cheques (by prior arrangement)

All bank charges associated with international transfers are the responsibility of the client.

 

2.4 Dishonored Payments

In the event that a cheque payment is dishonored or returned unpaid, a surcharge of 20% of the cheque value will be applied.

 

  1. TRAVEL DOCUMENTS AND REQUIREMENTS

All travelers are responsible for ensuring they possess the necessary travel documentation.

These may include:

  • Valid passport
  • Entry visas
  • Vaccination certificates
  • Health documentation
  • Travel insurance policies

Heels and Valise Tours cannot accept responsibility for travel disruptions resulting from missing or incorrect travel documents.

 

  1. TRAVEL INSURANCE

Travel insurance is strongly recommended for all clients.

A comprehensive travel insurance policy should ideally cover:

  • Medical emergencies
  • Trip cancellation or interruption
  • Personal injury
  • Emergency evacuation
  • Loss or theft of luggage and personal belongings

Heels and Valise Tours shall not be responsible for losses or expenses that would normally be covered by travel insurance.

 

  1. ITINERARY FLEXIBILITY

Safari travel often involves circumstances beyond the control of tour operators.

While every effort will be made to follow the planned itinerary, Heels and Valise Tours reserves the right to modify travel arrangements when necessary due to:

  • Weather conditions
  • Wildlife movement
  • Road or infrastructure conditions
  • Operational considerations
  • Safety concerns
  • Supplier availability

Where changes are necessary, reasonable alternatives will be arranged and clients will be informed.

 

  1. THIRD-PARTY SERVICE PROVIDERS

Heels and Valise Tours works with a range of independent service providers including:

  • Hotels and safari lodges
  • Airlines
  • Balloon safari operators
  • Transport companies
  • National parks and conservancies

While we carefully select reputable partners, these providers operate independently and are responsible for their own services.

Heels and Valise Tours cannot accept liability for:

  • Delays or cancellations
  • Service interruptions
  • Actions or omissions of third-party providers

 

  1. LIMITATION OF LIABILITY

Heels and Valise Tours shall not be liable for any loss, damage, injury, delay, or inconvenience caused by circumstances beyond its reasonable control.

These may include:

  • Natural disasters
  • Weather conditions
  • Political unrest
  • Government restrictions
  • Mechanical failures
  • Acts of terrorism
  • Pandemics or health emergencies

Travel involves certain inherent risks, particularly when visiting wildlife areas, and clients participate in safari activities at their own discretion.

 

  1. FORCE MAJEURE

Force majeure refers to unforeseen events beyond the control of Heels and Valise Tours that prevent the normal operation of travel services.

Such events may include:

  • Natural disasters
  • War or civil unrest
  • Epidemics or pandemics
  • Government travel restrictions
  • Strikes or industrial action

In such circumstances, Heels and Valise Tours will make reasonable efforts to offer alternative arrangements, but cannot be held responsible for losses resulting from these events.

  1. BOOKINGS, DEPOSITS AND PAYMENT SCHEDULE

To confirm a booking, the following deposit structure applies:

Standard Bookings

A 10% non-refundable deposit per person is required at the time of booking.

The remaining balance must be paid 30 days prior to arrival.

Peak Season Bookings

During peak travel periods, the following may apply:

  • 30% non-refundable deposit required
  • Balance payable 60 days prior to arrival

Peak seasons may include major holidays and high-demand safari periods.

  1. BOOKING FEES FOR STANDALONE SERVICES

An administration fee of USD 20 may apply when arranging standalone services such as:

  • Hotel reservations
  • Car hire
  • Train tickets
  • Bus reservations
  • Airport transfers

This fee does not apply to complete safari packages.

  1. CANCELLATION POLICY

Cancellation charges depend on the timing of the cancellation relative to the arrival date.

Cancellation Period

Cancellation Fee

59 – 45 days before arrival

25% of tour cost

44 – 30 days before arrival

50% of tour cost

29 – 5 days before arrival

75% of tour cost

4 days or less / No show

100% of tour cost

Where hotels, airlines, or other service providers apply stricter cancellation policies, those policies will override the above terms.

  1. REFUNDS

Refunds will be processed after deduction of any costs already incurred, including:

  • Bank transfer charges
  • Payment gateway fees
  • Exchange rate differences
  • Supplier cancellation penalties

Refund processing times may vary depending on the policies of the involved service providers.

  1. CLIENT RESPONSIBILITY

Clients are responsible for ensuring they arrive on time for scheduled departures and activities.

Heels and Valise Tours cannot be held responsible for missed departures resulting from late arrival by the client.

Clients are also expected to behave responsibly and respectfully throughout the trip. The company reserves the right to terminate travel services if a traveler’s behavior endangers others or disrupts the experience of fellow guests.

 

  1. CLAIMS

If a client wishes to submit a complaint or claim regarding services received, it must be submitted in writing within 14 days after completion of the travel program. Claims submitted after this period may not be considered.

  1. WEBSITE USE

The content of the Heels and Valise Tours website is provided for general informational purposes. While we aim to ensure accuracy, information may occasionally change or contain minor errors.

Heels and Valise Tours reserve the right to update website content without prior notice.

  1. ACCEPTANCE OF TERMS

By confirming a booking or using our services, clients acknowledge that they have read and accepted these Terms, Conditions, and Privacy Policy.

Heels and Valise Tours reserve the right to decline or cancel bookings where these terms are not respected.

 Strategic recommendation

For a company positioning itself toward luxury safaris, I would strongly recommend adding two extra pages later:

  1. Luxury Guest Experience Policy
  2. Photography & Media Consent Policy

CONTACT INFORMATION

For any inquiries regarding these Terms & Conditions or our Privacy Policy, clients may contact:

Heels and Valise Tours
Nairobi, Kenya

Email: info@heelsandvalise.com
Phone: +2547 16303121
+2547 22299244
+254208000964