Effective Date: 21/09/2026
These Terms of Service govern the use of services provided by Sawac Travelhub Limited, including air ticket bookings, hotel reservations, safari and holiday packages, visa processing assistance, airport transfers and other travel-related services.
By requesting, confirming or paying for any service through Sawac Travelhub Limited, the client acknowledges that they have read, understood and agreed to these Terms of Service.
1. Travel Services
Sawac Travelhub Limited provides travel booking and related assistance services, including:
- Domestic and international air ticket bookings
- Hotel bookings locally and internationally
- Safari and holiday packages
- Visa processing and application assistance
- Airport transfers
- Other travel-related services as agreed with the client
Some services are provided directly by Sawac Travelhub Limited, while others are arranged through third-party service providers such as airlines, hotels, tour operators, transport companies, visa application centres and other travel suppliers.
2. Booking and Confirmation
A booking is considered confirmed once the required deposit, full payment or other agreed payment has been received and the booking has been confirmed by Sawac Travelhub Limited or the relevant service provider.
Clients are responsible for providing accurate information when making a booking, including:
- Full names as they appear on travel documents
- Passport or identification details where required
- Travel dates
- Contact information
- Destination details
- Passenger or guest information
- Any other information required for the service
Sawac Travelhub Limited shall not be responsible for additional costs, missed travel or other consequences resulting from incorrect or incomplete information provided by the client.
3. Payments
Payment requirements vary depending on the service and the applicable supplier terms.
- Deposits or advance payments may be required to secure a booking.
- Full payment may be required before travel, check-in, departure or the deadline specified at the time of booking.
- Payments may be made through approved payment methods communicated by Sawac Travelhub Limited.
- A booking may be cancelled or released if payment is not received within the agreed payment period.
- Certain bookings may be non-refundable or subject to cancellation charges.
The applicable payment and cancellation conditions will be communicated to the client before or at the time of confirmation where reasonably possible.
4. Pricing
Prices are quoted based on the information and availability applicable at the time of quotation.
Prices may change before confirmation due to factors including:
- Airline fare changes
- Hotel rate changes
- Exchange-rate fluctuations
- Government taxes and charges
- Visa or immigration fees
- Park and attraction fees
- Fuel or transportation costs
- Supplier price changes
- Changes in travel dates or requirements
Once a booking has been confirmed and paid for, any additional charges arising from client-requested changes or third-party supplier adjustments may be payable by the client.
Unless otherwise stated, prices quoted by Sawac Travelhub Limited do not include costs or services that are not specifically listed in the quotation or itinerary.
5. Cancellations and Refunds
Cancellation requests must be made in writing.
Cancellation charges and refund eligibility depend on the specific service booked and the terms of the relevant airline, hotel, tour operator, transport provider or other supplier.
Where applicable:
- Some deposits and booking fees may be non-refundable.
- Airline tickets may be subject to airline-specific cancellation, rebooking and refund rules.
- Hotel bookings may have different cancellation deadlines and charges.
- Safari and holiday packages may have package-specific cancellation terms.
- Visa application and processing fees may be non-refundable once an application or processing service has commenced.
- Airport transfer bookings may be subject to the cancellation terms communicated at the time of booking.
Where a refund is approved, Sawac Travelhub Limited will process the refund in accordance with the applicable supplier terms. The time taken to receive a refund may depend on the relevant third-party provider and payment method.
6. Amendments and Changes to Bookings
Requests to change a booking are subject to availability and the terms of the relevant service provider.
Changes may result in:
- Fare differences
- Rebooking fees
- Cancellation charges
- Hotel amendment charges
- Administrative fees
- Other third-party charges
Any applicable additional costs will be communicated to the client before the change is confirmed where reasonably possible.
For safari and holiday packages, Sawac Travelhub Limited may make reasonable itinerary adjustments where necessary due to weather, safety, operational requirements, supplier changes or other circumstances beyond its reasonable control.
7. Air Tickets
Air tickets are subject to the fare conditions, terms and policies of the relevant airline.
Clients are responsible for:
- Providing accurate passenger names and travel details
- Checking their ticket information upon receipt
- Carrying valid travel documents
- Arriving at the airport within the required time
- Complying with airline baggage and check-in requirements
Flight schedules, routes, aircraft, fares and other arrangements may be changed or cancelled by airlines. Where such changes occur, Sawac Travelhub Limited will assist the client in accordance with the applicable airline procedures and fare conditions.
Sawac Travelhub Limited does not control airline schedules or guarantee that a flight will operate exactly as originally scheduled.
8. Hotel Bookings
Hotel reservations are subject to the availability and booking conditions of the relevant hotel or accommodation provider.
Hotel policies may apply to:
- Check-in and check-out times
- Cancellation
- No-shows
- Room changes
- Additional guests
- Meals
- Deposits
- Extra services
- Additional charges
If the selected accommodation becomes unavailable, Sawac Travelhub Limited may assist in finding an alternative accommodation of a similar standard, subject to availability and any applicable price difference.
9. Safari and Holiday Packages
Safari and holiday packages are subject to the specific itinerary, inclusions and conditions communicated at the time of booking.
Package inclusions may include accommodation, transportation, meals, activities, park fees, flights, transfers or other services depending on the selected package.
Clients should carefully review the itinerary and inclusions before confirming their booking.
Safari activities and outdoor travel may involve risks associated with wildlife, weather, terrain, road conditions and other natural or operational factors. Clients are expected to follow the instructions of guides, drivers and service providers at all times.
10. Visa Processing Assistance
Sawac Travelhub Limited provides visa application and processing assistance. We do not make visa decisions and cannot guarantee that a visa will be approved.
Visa decisions are made solely by the relevant embassy, consulate, immigration authority or visa application centre.
Clients are responsible for providing genuine, accurate and complete information and documentation required for their application.
Sawac Travelhub Limited is not responsible for visa refusals, delays, additional requirements or changes in immigration rules that are beyond our control.
Visa fees, application fees and processing charges may be non-refundable once an application or related service has commenced.
11. Airport Transfers
Airport transfers are subject to the agreed booking details, including the travel date, airport, pickup or drop-off location, passenger information and flight details where applicable.
Clients should provide accurate flight and contact information to enable appropriate coordination of the transfer.
Although reasonable efforts are made to coordinate transfers according to the agreed itinerary, delays may occur due to traffic, flight changes, weather, road conditions, airport restrictions or other circumstances beyond our control.
12. Travel Documents and Requirements
Clients are responsible for ensuring that they have all documents required for their journey.
Depending on the destination and purpose of travel, these may include:
- Valid passports
- Visas
- Identification documents
- Vaccination certificates
- Travel insurance
- Return or onward tickets
- Proof of accommodation
- Financial or supporting documents
- Any other documents required by the relevant authorities
Sawac Travelhub Limited may provide guidance regarding travel documentation but does not guarantee entry into any country.
The final decision regarding entry, visas and immigration requirements rests with the relevant authorities.
13. Travel Insurance
Clients are strongly encouraged to obtain appropriate travel insurance before travelling.
Depending on the nature of the trip, travel insurance may provide cover for:
- Medical emergencies
- Trip cancellation
- Travel delays
- Lost or damaged baggage
- Personal belongings
- Emergency evacuation
- Other travel-related risks
Clients should carefully review the terms and exclusions of their insurance policy.
14. Liability
Sawac Travelhub Limited may act as an intermediary or booking agent between clients and third-party travel service providers.
We will make reasonable efforts to arrange the services booked by the client. However, we are not responsible for circumstances caused by third-party providers or events beyond our reasonable control, including:
- Flight delays or cancellations
- Hotel service issues
- Road or traffic conditions
- Weather conditions
- Government actions
- Immigration or visa decisions
- Natural disasters
- Strikes or industrial action
- Political unrest
- Security incidents
- Changes in airline or supplier operations
Where a problem arises with a third-party service, Sawac Travelhub Limited will, where reasonably possible, assist the client in communicating with the relevant provider and seeking an appropriate resolution.
15. Client Responsibilities
Clients are expected to:
- Provide accurate information
- Make payments within agreed deadlines
- Check booking confirmations and travel documents
- Follow airline, hotel, tour operator and transport provider rules
- Follow applicable laws and regulations
- Follow reasonable instructions from guides, drivers and service providers
- Treat staff, service providers and other travellers respectfully
- Take reasonable care of their personal belongings and documents
Sawac Travelhub Limited reserves the right to withdraw assistance or terminate arrangements where a client’s conduct creates a serious safety risk, violates applicable laws or significantly disrupts services.
16. Force Majeure
Sawac Travelhub Limited shall not be held responsible for failure or delay in providing services where this results from circumstances beyond our reasonable control.
Such circumstances may include, but are not limited to:
- Natural disasters
- Pandemics or epidemics
- War or terrorism
- Political unrest
- Government restrictions
- Strikes
- Severe weather
- Airport or airline disruptions
- Road closures
- Changes in immigration regulations
- Other unforeseen events
Where possible, we will assist clients in exploring alternative arrangements subject to availability and applicable additional costs.
17. Complaints
Clients are encouraged to report any issue relating to a service as soon as possible while the trip or service is ongoing. This gives Sawac Travelhub Limited and the relevant service provider an opportunity to investigate and address the matter promptly.
Formal complaints should be submitted in writing within 7 days of completion of the relevant service, unless a different period has been agreed.
Complaints should include the booking reference, relevant dates, details of the issue and any supporting documentation.
18. Privacy and Personal Information
Sawac Travelhub Limited may collect and use client information necessary to provide requested travel services.
Information may be shared with relevant third-party service providers where necessary to complete a booking or provide the requested service.
We will take reasonable steps to handle client information responsibly and in accordance with applicable Kenyan data protection requirements.
19. Third-Party Terms
Travel services arranged through Sawac Travelhub Limited may be subject to the terms and conditions of third-party providers, including airlines, hotels, tour operators, transport companies, visa application centres and other suppliers.
Where applicable, those third-party terms may apply in addition to these Terms of Service.
20. Governing Law
These Terms of Service shall be governed by and interpreted in accordance with the laws of Kenya.
Any disputes arising from the provision of services shall be handled in accordance with the applicable laws and jurisdiction of Kenya.
21. Changes to These Terms
Sawac Travelhub Limited reserves the right to update these Terms of Service when necessary to reflect changes in our services, business practices or applicable legal requirements.
The latest version published on our website will apply to future bookings unless otherwise agreed.
22. Acceptance of Terms
By making a booking, making a payment or requesting services from Sawac Travelhub Limited, the client confirms that they have read, understood and agreed to these Terms of Service.
Sawac Travelhub Limited
Phone Number: +254 722 35 35 24 | +254 789 93 14 48
Email Adress: info@suwactravelhub.com
Website: www.suwactravelhub.com