Terms and Conditions
Last Updated: April 28, 2025
INTRODUCTION AND GENERAL PROVISIONS
COASTAL SOUL KENYA LTD, operating as COASTAL SOUL KENYA and its affiliates DISCOVER LAMU, SIGNATURE RETREATS, AND SOUL SAFARIS KE acts as a booking agent providing booking opportunities through online and offline channels. COASTAL SOUL KENYA arranges bookings, packages, itineraries and reservations for accommodation and transportation providers (hereafter known as the "Supplier" or "Suppliers"). The person or persons who provide payment on account of a reservation or booking (hereafter referred to as the "Client" or "Clients").
When you make your reservation, whether online or by telephone, you will be deemed to have read, understood and accepted these terms and conditions.
When you make your reservation, you will be also deemed to have read, understood and accepted the terms and conditions for using the COASTAL SOUL KENYA website and any relevant terms and conditions shall be deemed to be incorporated into your reservation and the accommodation or transportation agreement with the Supplier.
COASTAL SOUL KENYA LTD, operating as COASTAL SOUL KENYA and its affiliates DISCOVER LAMU, SIGNATURE RETREATS, AND SOUL SAFARIS KE acts as a booking agent providing booking opportunities through online and offline channels. COASTAL SOUL KENYA arranges bookings, packages, itineraries and reservations for accommodation and transportation providers (hereafter known as the "Supplier" or "Suppliers"). The person or persons who provide payment on account of a reservation or booking (hereafter referred to as the "Client" or "Clients").
When you make your reservation, whether online or by telephone, you will be deemed to have read, understood and accepted these terms and conditions.
When you make your reservation, you will be also deemed to have read, understood and accepted the terms and conditions for using the COASTAL SOUL KENYA website and any relevant terms and conditions shall be deemed to be incorporated into your reservation and the accommodation or transportation agreement with the Supplier.
BOOKING PROCEDURE AND POLICIES
Quotations & Costs
Quotations are based on anticipated costs and are subject to amendment should these anticipated costs increase due to circumstances beyond the control of COASTAL SOUL KENYA.
Quoted prices include planning, handling and operational charges and are based on current rates of exchange, tariffs and taxes in effect at the time of publication. COASTAL SOUL KENYA reserves the right to increase prices to cover increased costs, tariffs, taxes and V.A.T. received after prices are published and to reflect fluctuations in foreign exchange markets. COASTAL SOUL KENYA is under no obligation to give a breakdown of the costs of any journey.
A provisional booking after quotation will be valid for 24 Hours. A provisional booking is confirmed by payment of the deposit. Should the necessary deposit not be paid within 24 Hours then the provisional booking is canceled.
Deposit & Payments
50% of the confirmed total booking value for all services other than airline reservations is payable in the form of a non-refundable deposit on the date of confirmation.
100% of the confirmed total booking value of all airline reservations is payable on the date of confirmation.
The balance of the confirmed total booking value for all services other than airline reservations is payable 90 days before the date of arrival.
100% of the confirmed total booking value is payable at the time of confirmation for all bookings made less than 90 days before the date of arrival.
Deposit and payment requirements might differ depending on specialist products and or seasonality.
Quotations & Costs
Quotations are based on anticipated costs and are subject to amendment should these anticipated costs increase due to circumstances beyond the control of COASTAL SOUL KENYA.
Quoted prices include planning, handling and operational charges and are based on current rates of exchange, tariffs and taxes in effect at the time of publication. COASTAL SOUL KENYA reserves the right to increase prices to cover increased costs, tariffs, taxes and V.A.T. received after prices are published and to reflect fluctuations in foreign exchange markets. COASTAL SOUL KENYA is under no obligation to give a breakdown of the costs of any journey.
A provisional booking after quotation will be valid for 24 Hours. A provisional booking is confirmed by payment of the deposit. Should the necessary deposit not be paid within 24 Hours then the provisional booking is canceled.
Deposit & Payments
50% of the confirmed total booking value for all services other than airline reservations is payable in the form of a non-refundable deposit on the date of confirmation.
100% of the confirmed total booking value of all airline reservations is payable on the date of confirmation.
The balance of the confirmed total booking value for all services other than airline reservations is payable 90 days before the date of arrival.
100% of the confirmed total booking value is payable at the time of confirmation for all bookings made less than 90 days before the date of arrival.
Deposit and payment requirements might differ depending on specialist products and or seasonality.
CANCELLATIONS AND AMENDMENTS
You should make any cancellations or amendments to your reservation to COASTAL SOUL KENYA by emailing info@coastalsoul.co.ke. Cancellations will only be considered during regular business hours. The cancellations and amendments policy that applies to your reservation will depend on the respective Supplier policy as advised at the time of booking. The cancellation will take effect when approved by COASTAL SOUL KENYA in writing.
In the event an amendment to the reservation needs to be made by the Client, the Client shall immediately notify COASTAL SOUL KENYA in writing. COASTAL SOUL KENYA reserves the right to reject any amendments or modifications and shall seek approval from the Supplier before allowing such amendments. Amendments could include but are not limited to, an increase in the number of guests or rooms. Amendments may also require additional payment as applicable.
The following cancellation fees will be payable if the booking is cancelled:
50% of the confirmed total booking value if the booking is cancelled more than 91 days before the date of arrival.
100% of the confirmed total booking value if the booking is cancelled 90-0 days before the date of arrival or in the case of a no-show.
Cancellation fees may differ due to specialist products and/or peak-season travel.
Airline reservations are 100% non-refundable.
You should make any cancellations or amendments to your reservation to COASTAL SOUL KENYA by emailing info@coastalsoul.co.ke. Cancellations will only be considered during regular business hours. The cancellations and amendments policy that applies to your reservation will depend on the respective Supplier policy as advised at the time of booking. The cancellation will take effect when approved by COASTAL SOUL KENYA in writing.
In the event an amendment to the reservation needs to be made by the Client, the Client shall immediately notify COASTAL SOUL KENYA in writing. COASTAL SOUL KENYA reserves the right to reject any amendments or modifications and shall seek approval from the Supplier before allowing such amendments. Amendments could include but are not limited to, an increase in the number of guests or rooms. Amendments may also require additional payment as applicable.
The following cancellation fees will be payable if the booking is cancelled:
50% of the confirmed total booking value if the booking is cancelled more than 91 days before the date of arrival.
100% of the confirmed total booking value if the booking is cancelled 90-0 days before the date of arrival or in the case of a no-show.
Cancellation fees may differ due to specialist products and/or peak-season travel.
Airline reservations are 100% non-refundable.
POSTPONEMENTS
Postponements are treated on a case-by-case basis where we try to find the best possible solution for our clients. They may be considered the same as a cancellation.
Postponements are treated on a case-by-case basis where we try to find the best possible solution for our clients. They may be considered the same as a cancellation.
PAYMENT METHODS
It will be necessary for the Client to provide full and final payment to secure a reservation with the Supplier. All payments are made to COASTAL SOUL KENYA.
COASTAL SOUL KENYA accepts the following methods of payment – Bank Transfer, Credit and Debit Cards and M-Pesa Paybill. When payment is made by debit or credit card, an additional charge of 4% per transaction will be incurred. When a Client makes a bank transfer to COASTAL SOUL KENYA LTD, or COASTAL SOUL KENYA LTD provides a transfer of funds to the Client (refund or otherwise), the Client will be required to pay for all bank charges and other transaction fees that have been incurred.
It will be necessary for the Client to provide full and final payment to secure a reservation with the Supplier. All payments are made to COASTAL SOUL KENYA.
COASTAL SOUL KENYA accepts the following methods of payment – Bank Transfer, Credit and Debit Cards and M-Pesa Paybill. When payment is made by debit or credit card, an additional charge of 4% per transaction will be incurred. When a Client makes a bank transfer to COASTAL SOUL KENYA LTD, or COASTAL SOUL KENYA LTD provides a transfer of funds to the Client (refund or otherwise), the Client will be required to pay for all bank charges and other transaction fees that have been incurred.
INSURANCE
We strongly recommend that a suitable travel insurance is taken out to cover medical expenses, personal accidents and loss or damage to personal property or luggage.
We strongly recommend that a suitable travel insurance is taken out to cover medical expenses, personal accidents and loss or damage to personal property or luggage.
PASSPORTS & VISAS
Valid passports are required for all international destinations. Please note that clients are responsible for obtaining the required documentation applicable for entry. Please ensure you understand the visa requirements for your country. Passports must be valid for six (6) months after the return of your journey and should also have sufficient blank pages for visas and immigration stamps. COASTAL SOUL KENYA cannot be held responsible should you be denied entry to a country due to non-compliance with these requirements.
Valid passports are required for all international destinations. Please note that clients are responsible for obtaining the required documentation applicable for entry. Please ensure you understand the visa requirements for your country. Passports must be valid for six (6) months after the return of your journey and should also have sufficient blank pages for visas and immigration stamps. COASTAL SOUL KENYA cannot be held responsible should you be denied entry to a country due to non-compliance with these requirements.
ONLINE RESERVATIONS
The COASTAL SOUL KENYA Reservations Facility enables you to submit an online or telephone reservation request via COASTAL SOUL KENYA to the Supplier of your choice. Any reservation bookings on the telephone must be backed up by a written email for them to be valid and confirmed. On completion of the reservation process, COASTAL SOUL KENYA will transmit an email confirmation of your reservation depending on the availability of the Supplier. A reservation is only valid when a reservation confirmation has been issued. COASTAL SOUL KENYA does accept bookings on other platforms or social media, including Facebook, Instagram, Linkedin or other digital platforms.
The COASTAL SOUL KENYA Reservations Facility enables you to submit an online or telephone reservation request via COASTAL SOUL KENYA to the Supplier of your choice. Any reservation bookings on the telephone must be backed up by a written email for them to be valid and confirmed. On completion of the reservation process, COASTAL SOUL KENYA will transmit an email confirmation of your reservation depending on the availability of the Supplier. A reservation is only valid when a reservation confirmation has been issued. COASTAL SOUL KENYA does accept bookings on other platforms or social media, including Facebook, Instagram, Linkedin or other digital platforms.
PROPERTY PRICES & RATES
The prices indicated on the COASTAL SOUL KENYA website and telephone facility for the Suppliers are entirely subject to availability. The listed rates on the COASTAL SOUL KENYA website, email or telephone facility are subject to change without notice. The rates may also differ from the time of the initial inquiry to booking confirmation.
The prices indicated on the COASTAL SOUL KENYA website and telephone facility for the Suppliers are entirely subject to availability. The listed rates on the COASTAL SOUL KENYA website, email or telephone facility are subject to change without notice. The rates may also differ from the time of the initial inquiry to booking confirmation.
PROPERTY AVAILABILITY
The availability indicated on the COASTAL SOUL KENYA website, as well as the email and telephone facility for the Suppliers, are entirely subject to change. Suppliers' availability continues to change on an ongoing basis.
COASTAL SOUL KENYA provides no guarantee that Suppliers will be available for a particular date or time. Inquiring users will make a "request to book" inquiry on the COASTAL SOUL KENYA website, email and COASTAL SOUL KENYA will confirm whether or not the Supplier is available for the requested dates.
The availability indicated on the COASTAL SOUL KENYA website, as well as the email and telephone facility for the Suppliers, are entirely subject to change. Suppliers' availability continues to change on an ongoing basis.
COASTAL SOUL KENYA provides no guarantee that Suppliers will be available for a particular date or time. Inquiring users will make a "request to book" inquiry on the COASTAL SOUL KENYA website, email and COASTAL SOUL KENYA will confirm whether or not the Supplier is available for the requested dates.
REFUNDS
In the event COASTAL SOUL KENYA or the Supplier, in mutual agreement, agree to make a partial refund to the Client, the Client will be liable for any bank charges in relation to such refund payments.
In the event COASTAL SOUL KENYA or the Supplier, in mutual agreement, agree to make a partial refund to the Client, the Client will be liable for any bank charges in relation to such refund payments.
OVERBOOKING
In the event that a guest cannot be accommodated due to the Supplier overbooking or an unforeseen circumstance, COASTAL SOUL KENYA and the Supplier will attempt to reasonably accommodate Clients.
In the event that a guest cannot be accommodated due to the Supplier overbooking or an unforeseen circumstance, COASTAL SOUL KENYA and the Supplier will attempt to reasonably accommodate Clients.
RESERVATIONS ARE NOT FULLY GUARANTEED
If for any reason, the Supplier is not available or becomes unavailable or uninhabitable for the reservation dates, every effort will be made to locate substitute accommodations. It is highly recommended that the Client consider the purchase of travel insurance.
If for any reason, the Supplier is not available or becomes unavailable or uninhabitable for the reservation dates, every effort will be made to locate substitute accommodations. It is highly recommended that the Client consider the purchase of travel insurance.
CLIENT STAY AT SUPPLIERS' ACCOMMODATION
Special Requests and Additional Details
COASTAL SOUL KENYA and the Supplier will strive to honour any request for specific food allergies, dietary requests, airport pick up or drop off times, room types or bed types and some Suppliers will confirm such arrangements at the time of reservation. Until specific confirmation is issued then requests cannot be guaranteed and neither COASTAL SOUL KENYA nor the Supplier can guarantee that the requests will be honoured.
Safety - Death, Injury, or Loss
The Clients agree to take reasonable precautions at the use of the Supplier. All Clients are fully responsible for their own safety and that of their family, friends, children, and invitees during the course of their stay at the Supplier.
Special Requests and Additional Details
COASTAL SOUL KENYA and the Supplier will strive to honour any request for specific food allergies, dietary requests, airport pick up or drop off times, room types or bed types and some Suppliers will confirm such arrangements at the time of reservation. Until specific confirmation is issued then requests cannot be guaranteed and neither COASTAL SOUL KENYA nor the Supplier can guarantee that the requests will be honoured.
Safety - Death, Injury, or Loss
The Clients agree to take reasonable precautions at the use of the Supplier. All Clients are fully responsible for their own safety and that of their family, friends, children, and invitees during the course of their stay at the Supplier.
EXTERNAL ACTIVITIES
COASTAL SOUL KENYA or the Supplier may advertise the opportunity to purchase products or services from independent third-party suppliers ("Independent Suppliers") including, by way of illustration only and without limitation, excursions, activities, boat charters, snorkeling, scuba diving ("external activities").
The following provisions apply to all external services:
(i) All information on the COASTAL SOUL KENYA website or otherwise communicated by COASTAL SOUL KENYA regarding external activities has been provided to COASTAL SOUL KENYA by the Supplier or external provider. Such information does not constitute any endorsement or recommendation of the external service by COASTAL SOUL KENYA and is for general guidance only. COASTAL SOUL KENYA makes no representation or warranty, express or implied, as to the nature, quality, cost or any other aspect of the external activities and it is your responsibility to check all relevant details of the external activities with the independent supplier prior to purchase or booking.
(ii) COASTAL SOUL KENYA acts solely as an intermediary introducing Independent Suppliers. Your contract for any external activities will be made direct with the relevant Independent Supplier and COASTAL SOUL KENYA. has no other involvement in or control over the provision of external activities. Consequently, COASTAL SOUL KENYA will not have any liability to you for the warranties, representations, acts, errors, omissions, breaches or negligence of any Independent Supplier or for any accidents, personal injuries, death, loss of, or damage to property or any other losses, damages, costs or expenses resulting, directly or indirectly, from your purchase or use of any external activity, to the fullest extent permitted under applicable laws.
It is your responsibility to check that, where appropriate, the independent supplier has adequate public liability insurance for the external activity and/or to ensure that you and any dependents or associates using the external activity have adequate personal insurance cover against all foreseeable risks.
COASTAL SOUL KENYA or the Supplier may advertise the opportunity to purchase products or services from independent third-party suppliers ("Independent Suppliers") including, by way of illustration only and without limitation, excursions, activities, boat charters, snorkeling, scuba diving ("external activities").
The following provisions apply to all external services:
(i) All information on the COASTAL SOUL KENYA website or otherwise communicated by COASTAL SOUL KENYA regarding external activities has been provided to COASTAL SOUL KENYA by the Supplier or external provider. Such information does not constitute any endorsement or recommendation of the external service by COASTAL SOUL KENYA and is for general guidance only. COASTAL SOUL KENYA makes no representation or warranty, express or implied, as to the nature, quality, cost or any other aspect of the external activities and it is your responsibility to check all relevant details of the external activities with the independent supplier prior to purchase or booking.
(ii) COASTAL SOUL KENYA acts solely as an intermediary introducing Independent Suppliers. Your contract for any external activities will be made direct with the relevant Independent Supplier and COASTAL SOUL KENYA. has no other involvement in or control over the provision of external activities. Consequently, COASTAL SOUL KENYA will not have any liability to you for the warranties, representations, acts, errors, omissions, breaches or negligence of any Independent Supplier or for any accidents, personal injuries, death, loss of, or damage to property or any other losses, damages, costs or expenses resulting, directly or indirectly, from your purchase or use of any external activity, to the fullest extent permitted under applicable laws.
It is your responsibility to check that, where appropriate, the independent supplier has adequate public liability insurance for the external activity and/or to ensure that you and any dependents or associates using the external activity have adequate personal insurance cover against all foreseeable risks.
LIMITATION OF LIABILITY
COASTAL SOUL KENYA shall not be liable for any injuries or any damage to any Client or be subject to any claim, demand, injury, or damages, whatsoever, including without limitation, those damages from acts of passive or active negligence on the part of COASTAL SOUL KENYA its officers, employees, or agents. The Clients hereby expressly release and discharge COASTAL SOUL KENYA from any and all such claims, demands, injuries, damages, actions or causes of action. Clients acknowledge that they have carefully read this paragraph and fully understood that this is a waiver and release of liability.
COASTAL SOUL KENYA shall not be liable for any injuries or any damage to any Client or be subject to any claim, demand, injury, or damages, whatsoever, including without limitation, those damages from acts of passive or active negligence on the part of COASTAL SOUL KENYA its officers, employees, or agents. The Clients hereby expressly release and discharge COASTAL SOUL KENYA from any and all such claims, demands, injuries, damages, actions or causes of action. Clients acknowledge that they have carefully read this paragraph and fully understood that this is a waiver and release of liability.
GOVERNING LAW
These Terms and Conditions are governed by the laws of the Republic of Kenya and the courts of Kenya shall have exclusive jurisdiction in relation to any dispute in relation thereto.
These Terms and Conditions are governed by the laws of the Republic of Kenya and the courts of Kenya shall have exclusive jurisdiction in relation to any dispute in relation thereto.
CONTACT DETAILS
Any queries arising from these Reservations Terms and Conditions should be sent by email to: travel@coastalsoul.co.ke
Any queries arising from these Reservations Terms and Conditions should be sent by email to: travel@coastalsoul.co.ke