Terms of Service

These terms govern every booking, enquiry and journey supplied by Dimmi Safaris & Tour ("Dimmi", "we", "us"), headquartered inside Jomo Kenyatta International Airport, Main Terminal 1, Parking RM053, Nairobi. By making a booking — online, by phone, WhatsApp or email — you accept them. If anything here is unclear, ask the desk before you confirm; we would rather explain than argue later.

A booking is created when you submit route, date, time and passenger details through our planner or directly to the desk, and becomes confirmed when a coordinator or driver accepts it and you receive a booking reference. Until a reference exists, no obligation exists on either side.

Quotes shown in the planner are generated from the measured road distance and the vehicle you select. Where a route cannot be measured automatically — remote locations, unusual itineraries — a coordinator quotes it personally and the trip is confirmed on your acceptance.

Every fare is fixed and agreed before dispatch. Once agreed, the number does not move with traffic, weather or demand — there are no meters and no surge. The fare covers the vehicle, the driver, standard luggage, reasonable waiting for airport arrivals, and tolls or parking directly required by the route.

• Payment may be taken online at booking, by M-Pesa, card or bank transfer, or per an approved corporate account.
• A booking may be declined or released if payment is required and not completed by the agreed deadline.
• Unpaid cash arrangements are honoured only where a coordinator confirms them in writing.
• Receipts and invoices are issued electronically to the contact details on the booking.

For arrivals we track your flight and adjust the pickup automatically — delays and early landings are on us, not you. A generous grace period applies after wheels-down to clear immigration and collect bags. If you are held up unusually long — lost luggage, visa issues — message the desk or your driver and we will keep the pickup alive or reschedule it.

For departures and non-airport pickups, the driver arrives at the agreed time and waits a reasonable window. If we cannot reach you, the trip may be marked a no-show under the cancellation policy.

To keep the service sharp for everyone, we ask that you:

• Provide accurate pickup details, contact numbers and flight numbers — wrong data means wrong timing
• Choose a vehicle that fits your party and luggage; the driver may refuse an overloaded trip for safety
• Be ready at the agreed time — the driver waits, but the day has other passengers in it
• Treat vehicles and drivers with respect; cleaning or damage beyond normal use may be charged
• Carry valid travel documents — we cannot be responsible for missed flights caused by immigration issues
• Not smoke, vape or carry unlawful items in our vehicles

Plans change — ours is a flexible trade. Cancellations, reschedules and refunds follow the separate Cancellation & Refund Policy, which forms part of these terms. The headline: the earlier you tell us, the more of your fare we can return, and genuine flight disruptions are always treated kindly.

We carry passengers and their normal luggage, safely and courteously — that is the service. We are not liable for losses caused by events outside our reasonable control: extreme weather, road closures, industrial action, security directives or network failures. Where we are at fault, our liability is limited to the fare for the affected trip, save for liability that Kenyan law does not allow us to exclude.

Nothing in these terms affects your statutory rights as a consumer under Kenyan law.

Left something in the car? Call the desk — found items are logged and held at the airport office for collection or courier return at your cost. Unclaimed items are kept for 60 days, then donated or disposed of. We recommend checking the seat before you wave the car off.

These terms are governed by the laws of Kenya. Disputes are handled first by the desk and, failing agreement, through the Kenyan courts or agreed mediation in Nairobi.