Refund Policy

Safran Travel Agency

Last updated: 2025

This Refund Policy explains how refunds, cancellations, and changes are handled for services booked through Safran Travel Agency (“we”, “our”, “us”). By making a booking or payment through us, you agree to the terms below.

1. Important Notice

Safran Travel Agency acts as an intermediary between clients and third-party providers such as airlines, hotels, embassies/visa centers, insurers, and transfer companies. Refund eligibility and timelines often depend on the rules of the relevant provider.

2. Refund Eligibility

Refunds may be considered in the following cases:

  • A booking is cancelled within the permitted cancellation window set by the supplier.
  • A supplier issues a refund due to cancellation, schedule changes, overbooking, or service unavailability.
  • A payment was made in error (duplicate payment), subject to verification.
  • Services not delivered due to reasons directly caused by Safran Travel Agency (where applicable).

3. Non-Refundable Items

The following are typically non-refundable (unless the supplier states otherwise):

  • Visa processing fees once an application has been submitted or an appointment has been booked.
  • Embassy/consulate fees, service center charges, and courier charges.
  • Non-refundable airline tickets or hotel rates.
  • Travel insurance premiums once a policy has been issued.
  • Service/consultation fees charged by Safran Travel Agency for planning or processing (if applicable).

4. Cancellations and Changes

Cancellation and change requests must be submitted in writing via email or official WhatsApp number. Changes and cancellations are subject to supplier rules, availability, and any applicable penalties.

5. Refund Processing Time

If a refund is approved, processing timelines depend on the supplier and payment method. Typical timelines are:

  • Supplier processing: 7–30 business days (varies by airline/hotel/insurer/visa center).
  • Bank/payment provider processing: an additional 3–10 business days.

We will notify you once a refund has been initiated or confirmed by the supplier.

6. Refund Method

Refunds are issued to the original payment method where possible. In some cases, refunds may be issued via bank transfer or mobile money, subject to verification and transaction fees.

7. Partial Refunds

Some cancellations may result in partial refunds due to supplier penalties, non-refundable components, service charges, or exchange rate differences. Any applicable deductions will be explained before processing (where possible).

8. Incorrect or Duplicate Payments

If you believe you made a duplicate payment, contact us within 48 hours with proof of payment. After verification, eligible duplicate payments may be refunded (minus transaction charges where applicable).

9. Chargebacks

If you initiate a chargeback without contacting us first, your booking may be cancelled and supplier penalties may apply. We recommend contacting us to resolve any billing issues promptly.

10. Contact Us

If you wish to request a refund, cancellation, or have questions about this policy, contact us:

Safran Travel Agency
Email: info@safran.co.ke
Phone: +254 701 191633
Location: Eastleigh, BBS Mall Nairobi