CANCELLATION & REFUND POLICY

Esenai Travel Ltd
Last Updated: February 2026

1. General Policy

All cancellations must be submitted in writing via email or official communication channels.

Refund eligibility depends on supplier rules (airlines, hotels, tour operators, and third-party providers) and the type of booking made.

2. Flight Tickets

• Flight tickets are governed by airline fare rules and policies.
• Some tickets are non-refundable or partially refundable.
• Refund processing timelines may range between 7–45 working days depending on airline policy and payment method.
• Airline cancellation penalties and administrative charges may apply.
• Esenai Travel service fees are generally non-refundable unless stated otherwise.

3. Hotel Bookings

Hotel cancellations depend on the hotel’s specific cancellation policy.

• Some hotels allow free cancellation up to a set deadline.
• Others apply partial or full cancellation charges.
• No-shows may result in a 100% charge.

4. Safari Packages & Tours

Safari and tour cancellations depend on supplier package terms.

• Deposits may be non-refundable.
• Late cancellations may incur full package charges.
• Customized itineraries may include additional cancellation or rescheduling costs.

5. Refund Processing

If a refund is approved by the supplier, the refund will be processed as follows:

• Refunds will be issued via the original payment method where possible.
• Supplier deductions, penalties, and transaction fees will be deducted.
• Refunds are issued only after supplier approval is received.

6. Rescheduling and Changes

Client-requested changes may be treated as cancellation and rebooking depending on supplier terms. This may involve:

• Rebooking fees
• Fare or price differences
• Penalties charged by airlines, hotels, or tour operators

7. Force Majeure

In cases such as pandemics, natural disasters, severe weather, government restrictions, political unrest, or other events beyond our control, refunds will depend on supplier policies.

Esenai Travel may assist in negotiations with suppliers but does not guarantee full refunds.

8. Refund Disputes

If a client disputes a refund outcome, Esenai Travel will provide supplier documentation, fare rules, and supplier policies to support transparency.

9. Contact

For cancellation or refund inquiries, contact us at:

Email: info@esenaitravel.com