Terms And conditions

Your online payment on our website will be handled by PayPal and DPO Payment Gateways. Terms And conditions electronic cards processed on the same payment gateway (VISA, Master Card) and M-Pesa for locals. With or without a PayPal account, you will be able to complete the payment using your card. You don’t need to create an account to proceed with checkout. Your payment will be processed automatically. PayPal and DPO will send you a receipt of payment made after completion. You will also receive an email confirming your booking details. We will also receive your booking order on our email and will revert with a boarding ticket attached. The purchase must be made at least two working days in advance Before date of travel.

Booking Terms and Conditions

  1. Validity of tickets: Tickets are only valid for the specific. Date and time originally scheduled unless changes notified 72 hours prior. Tickets are also non-transferable.
  2. Changes to Your Scheduled Departure Date or Times: Up to two (2) changes may be made to your originally scheduled. departure time or date without incurring an additional $10.00 Change Fee. As long as price for the desired shuttle is the same or less than the original shuttle price.
  3. Reporting time is 30 minutes before departure.
  4. No-Show passengers forfeit their reservation/ticket and that reservation is not eligible to be used as a credit. Terms And conditions
  5. All reservations, including changes to reservations, are subject to the availability of seats.
  6. No refunds are allowed if cancellation is made less than three (3) days in advance of original scheduled travel.

Cancellation of Reservations

  1. Cancellation of Reservations: A reservation may be canceled only if canceled at least 72 hours before the scheduled departure and a cancellation fee of 25% of the paid amount will apply. A credit will be issued to be used toward future travel.  This credit will be applied on your account and travel, using this credit must be completed within 3 months of the original travel date. If this same reservation is canceled a second time, it will not be able to be reinstated.
  2. Fares may be subject to taxes and processing fees, which will be added to the price of the ticket, if applicable. These Fees are non-refundable unless otherwise noted.
  3. Passengers must be at the Boarding Location at least 30 minutes before the scheduled departure time, if the vehicle is not at the boarding location by the scheduled departure time, please call the office immediately to be updated on the location of the bus.
  4. Passengers are encouraged to call our office to confirm their reservation at least 24 hours before they are scheduled to depart. Terms And Conditions.

Reinstatement of Reservation

  1. Reinstatement of Reservation: Cancelled reservations, or credits, may be reinstated for a trip of equal or lesser value, provided that travel will be complete within three months from the original date of travel. Any credits not used within three months of the original date of travel are no longer valid and cannot be reinstated.
  2. We reserve the right to refuse transportation to anyone who in our sole opinion may be disruptive to the driver or other passengers. Terms And Conditions.
  3. Each passenger is allowed two (2) pieces of luggage and two (2) carry-ons not exceeding 20kgs total weight. Luggage will not be checked in and will be transported under the sole responsibility of the passenger. (Passengers are responsible for having their bags marked with a name and phone number.) Excess and odd-sized luggage will be accepted only if space is available and for a fee of $5 per piece. Passenger shall not transport upon his person or within his luggage any flammable, illicit or unlawful products.
  4. Impala Shuttles shall not be responsible for any items left on our shuttles by any customer. Items left on our vehicles will be held in our office for 30 days. The owner of these items is responsible for making arrangements to pick up the items or to have them returned. The owner will be responsible for all expenses incurred. Passengers are responsible for the care and handling of their luggage.
  5. The  Rate /Price is per person. Terms And Conditions
  6. Ensure you have all Valid travel documentation. Impala Shuttle will not be responsible if you are left at the border due to a lack of all documents. The maximum time given for border clearance is 40 mins after which you should notify your driver if you have any issues or delays to avoid being left behind. (Valid Passport, Yellow fever vaccination card, and Visa if Non-Resident)
No Smoking
  1. No Smoking, use of alcohol, or illicit drugs shall not be allowed or tolerated. Impala Shuttles reserves the right to refuse to provide transportation to a person under the influence of liquor or drugs or whose behavior in any way threatens other passengers or the driver. No refund will be issued in such cases.
  2. Animals are not allowed on our coaches except for trained service animals accompanying special needs travelers. Documentation of the animal’s status as a service animal must be immediately available. Terms And Conditions.
  3. Impala Shuttles will make its best effort to get passengers to their destination on or before the scheduled arrival time. However, Impala Shuttles will not be responsible for delays caused by weather. Road or traffic conditions, delays at the border, mechanical failure, or any other conditions that are unforeseen. Any expenses arising from delayed departure or arrival times. including but not limited to missed flights. Missed schedules or other travel connections are the sole responsibility of the passenger.  In the event of an emergency, Impala Shuttles reserves the right to transfer passengers from one vehicle to another.
  4.  Valuable items including medications, money, and Travel/identity documents should not be carried in luggage but should be carried on the person at all times.
  5. Any disputes between the parties arising under this Contract shall be settled by arbitration with the fees of the Arbitrator to be shared equally by the parties unless the Arbitrator, after the arbitration determines otherwise.
  6. If you have a question about our service or you do not understand the “Terms and Conditions,” please call our office.
Parcels Terms
  1. Any parcels sent through the Impala shuttle should not leave Nairobi without a waybill number and payment made to the respective office. If a parcel leaves without a waybill, no complaint should be brought forward to the office if any damage or loss of the parcel happens.
  2. Clients should expect their packages to Arrive in Arusha or Moshi in 1-4 working days especially those sending bulky goods. This is to allow enough time for shipping and in case of any issues on the way such as vehicle breakdowns.
  3. Parcels shipping to Dar Es Salaam or any other locations in Tanzanian should be given a period of 1 to 7 days to arrive.
  4. Clients should wrap their parcels properly before sending them to or from Tanzania. The office will not be liable for any breakage of luggage not wrapped properly.
  5. If a package is held at the border for any reason that the government of Kenya or Tanzania finds reasonable, the client is supposed to follow up and collect it. We provide all the information needed before sending a package and agree with the client.
  6. Upon arrival in any office, the office will send a message or call a client to collect their package in three working days after which they will be charged a storage fee of 100 Kenya shillings per day.
  7. A parcel appearing on the office manifest of any day means that it left that office and should be followed in the next office. The receiving office should be responsible if the package is not handed to the receiver on time and in good condition. If not received on the same day, the receiving office should notify the responsible office.

By purchasing a ticket to ride with Impala Shuttles. you are agreeing to abide by the following terms and conditions: Please read them carefully before bringing forward your complaints. Enjoy our services!!!

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