Terms & Conditions of Service

1. Introduction & Agency Scope

Welcome to mustuds Travel & Logistics Concierge ("mustuds", "we", "our", or "us"). These Terms & Conditions govern all services provided by mustuds, including air ticketing facilitation, baggage and luggage logistics coordination, bespoke safari and holiday itinerary coordination, VIP airport fast-track concierge, and hospitality reservations.

1.1 Classification as a Personal Concierge & Logistics Coordinator: mustuds positions and classifies its services as a Personal Concierge & Travel Logistics Coordinator. mustuds does not act as a direct primary tour operator or airline carrier. All safari expeditions, charter flights, commercial air travel, and accommodation packages are coordinated and fulfilled through certified third-party tour operators, registered IATA airlines, and licensed hospitality partners.

By commissioning our services, paying an invoice, or requesting concierge representation, you agree to be bound by these terms. If you are booking on behalf of multiple travelers or a corporate entity, you warrant that you have full authority to bind all group members to this Agreement.

2. Air Ticketing & Flight Terms

2.1 Agency Intermediary Role: mustuds acts as an accredited booking intermediary between you and licensed commercial airlines, regional bush charter operators, and GDS inventory consolidators. Flight contracts of carriage are directly between the passenger and the issuing operating airline.

2.2 Name & Passport Accuracy: Names submitted for flight ticketing must strictly match the passenger's valid government-issued passport. mustuds is not liable for denied boarding, ticket forfeiture, or airline re-issuance penalties arising from client-provided spelling errors.

2.3 Schedule Changes & Disruptions: Airlines reserve the right to modify flight timings, aircraft types, or routes. In the event of airline delays or cancellations, your mustuds personal agent will actively advocate and facilitate emergency rebooking, though airline carrier policies prevail regarding compensation.

3. Luggage Logistics & Storage Conditions

3.1 Bush Flight Soft-Bag Compliance: Domestic bush flights into safari airstrips (e.g., Maasai Mara, Amboseli) strictly enforce a maximum baggage allowance of 15 kg (33 lbs) per passenger in soft-sided duffel bags.

3.2 City Luggage Custody & Storage: mustuds provides secure, climate-controlled temporary luggage holding in Nairobi. While stored in our custody, your baggage is monitored under strict security protocols. mustuds does not accept liability for uninsurable high-value items (unregistered cash, loose precious gems) stored inside unaccompanied luggage.

3.3 Lost Baggage Airline Escalation: When tracing delayed baggage misdirected by international airlines, mustuds coordinates retrieval via Property Irregularity Reports (PIR). Delivery timelines to remote safari camps depend on regional flight schedules and road accessibility.

4. Tours & Safari Bookings

4.1 Itinerary Adjustments: East African wildlife parks and terrain conditions can vary. National park authorities (e.g., KWS, TANAPA) and wildlife regulations may require our certified driver-guides to adapt daily game drives to ensure passenger safety and optimal game viewing.

4.2 Park Entry & Conservation Tariffs: Park fees and conservation levies are set by governmental statutory bodies and are included in customized quote breakdowns unless specified otherwise.

5. Pricing, Fees & Payment Terms

5.1 Quotations: Quotes are issued in KES, USD, EUR, or GBP as requested. Until deposit receipt and ticketing authorization, airfares and seasonal lodge rates remain subject to real-time seat and room availability.

5.2 Agent Coordination Fee: Our transparent agent management fee covers 24/7 dedicated liaison, emergency rebooking coverage, and luggage escort.

5.3 Payment Methods: We accept official corporate bank wire transfers, major credit cards (Visa, MasterCard, Amex via secure 3D-Secure payment links), and verified mobile money (M-PESA).

6. Cancellations & Refund Policy

6.1 Airline Tickets: Non-refundable or restricted promotional air tickets are subject strictly to the airline's published fare rules. Where refundable, airline cancellation administration fees apply.

6.2 Safari Lodges & Land Tours:

• 60+ days before travel: Full refund minus nominal agent administrative processing fee.
• 30 to 59 days before travel: 50% cancellation fee subject to specific safari lodge policies.
• Under 30 days / No-Show: 100% non-refundable due to pre-paid lodge and park allocations.

7. Liability & Force Majeure

mustuds shall not be held liable for failure or delay in executing services caused by events beyond our reasonable control (Force Majeure), including airspace closures, natural disasters, severe weather grounding flights, border changes, civil unrest, or statutory quarantine orders. Comprehensive travel insurance is strongly recommended for all travelers.

8. Client Responsibilities & Travel Documentation

Travelers are solely responsible for possessing a valid passport (minimum 6 months validity from departure date), electronic travel authorization (Kenya ETA), visas, yellow fever vaccination certificates, and appropriate health insurance.

9. Governing Law & Dispute Resolution

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising shall be resolved through friendly mediation or submitted to the exclusive jurisdiction of the courts of Nairobi, Kenya.