TERMS OF SERVICE

Travel Life Africa CTM Limited ("Travel Life Africa", "we", "us", "our") is a company incorporated in the Republic of Kenya under company number [C.XXXXXX], with its registered office at [address], Nairobi, and KRA PIN [P000000000X]. We arrange travel services for individual travellers and corporate organisations, including air travel, accommodation, ground transport, visa and documentation support, and travel insurance referrals.

These Terms of Service (the "Terms") govern every booking you make with us and your use of our website at www.travellifectm.com. Please read them carefully. By requesting a quotation, confirming a booking, making a payment to us, or using our website, you confirm that you have read, understood and agree to be bound by these Terms and by our Privacy Policy.

If you are booking on behalf of other travellers or on behalf of an organisation, you confirm that you have the authority to accept these Terms on their behalf and that you have brought these Terms to their attention.

1. Definitions

1.1 "We", "us", "our" means Travel Life Africa CTM Limited.

1.2 "You", "your", "Client" means the person or organisation making a booking, and any traveller named in it.

1.3 "Supplier" means an airline, hotel, transport operator, insurer, destination management company or other third party that actually provides a travel service.

1.4 "Booking" means the travel arrangements described in our booking confirmation or invoice.

1.5 "Confirmation" means the written confirmation we issue setting out the services booked, the price and the booking reference.

1.6 "Force Majeure Event" means any event beyond our reasonable control, as described in clause 14.

2. Acceptance and Scope

2.1 These Terms apply to all Bookings unless we have signed a separate written agreement with you, in which case that agreement prevails to the extent of any conflict.

2.2 A quotation does not constitute a Booking and does not bind either of us. A Booking is made only when we issue a Confirmation and, where payment is required in advance, we have received cleared funds.

2.3 We may decline any booking request at our discretion, including where a Supplier declines the reservation, where required documentation is not provided, or where we are unable to verify your identity or the source of funds.

3. Our Role

3.1 We act as an agent for the Suppliers who provide the travel services. Your contract for the provision of those services is with the relevant Supplier and is subject to that Supplier's own terms and conditions. Our responsibility is limited to arranging the booking with reasonable skill and care.

3.2 In either case, we are not the operator of any flight, hotel, vehicle or other travel service, and we do not control the conduct of any Supplier.

3.3 Our service fees are charged for the professional work we perform in sourcing, arranging, issuing and supporting your travel. They are earned when that work is performed and are non-refundable, whether or not you travel.

4. Quotations, Bookings and Confirmation

4.1 All quotations are valid for the period stated and are subject to availability and to the fare, rate or price remaining available at the time of ticketing or confirmation.

4.2 Airfares, hotel rates and exchange rates are not guaranteed until a ticket is issued or the booking is confirmed and paid in full. Where a price changes before issue, we will notify you and you may accept the revised price or cancel without penalty other than any service fee already earned.

4.3 You must check the Confirmation carefully as soon as you receive it, and notify us immediately of any error in names, dates, routings, times or any other detail. Airline tickets must be issued in the exact name shown in the traveller's passport.

4.4 Name corrections and changes after ticketing are governed by the Supplier's rules. Many airlines do not permit name changes at all, and a new ticket may have to be purchased at your cost. We are not responsible for costs arising from incorrect details you supplied or failed to check.

5. Prices and Payment

5.1 Prices are quoted in [Kenya Shillings / the currency stated] and, unless expressly stated, are inclusive of applicable taxes and exclusive of items of a personal nature.

5.2 Unless you hold an approved credit account with us, full payment is required before any ticket is issued or booking confirmed.

5.3 Where a deposit is accepted, the balance is payable by the date stated in the Confirmation. If the balance is not received by that date, we may cancel the Booking and any cancellation charges imposed by the Supplier will be payable by you.

5.4 Payments must be made to our official bank account or payment channels as stated on our invoice. We accept no responsibility for funds sent to any other account. If you receive payment instructions purporting to come from us that differ from those on our invoice, contact us by telephone before paying.

5.5 Bank charges, card processing fees and currency conversion costs are payable by you unless we have agreed otherwise in writing.

5.6 All amounts are payable without deduction or set-off, save for any withholding tax or withholding VAT which you are required by law to deduct, in which case you shall promptly provide us with the relevant certificate.

6. Corporate Credit Accounts

6.1 We may, at our discretion, extend a credit facility to corporate Clients subject to a separate credit application, an approved credit limit and agreed payment terms.

6.2 Invoices issued on credit terms are payable within [30] days of the invoice date. We may charge interest on overdue amounts at [X]% per month, and may suspend further bookings while any amount remains overdue.

6.3 We may vary or withdraw a credit limit at any time on written notice.

7. Passports, Visas, Health and Entry Requirements

7.1 It is your responsibility to ensure that every traveller holds a valid passport, together with all visas, permits, health certificates and other documentation required for the entire journey, including any country of transit.

7.2 Many countries require a passport with at least six months' validity remaining beyond the date of intended departure, and blank pages for entry stamps. You are responsible for verifying the requirements applicable to each traveller's nationality.

7.3 Where we assist with a visa application, we do so as a service only. We do not control and cannot influence the outcome. A visa refusal is not a fault on our part, and our service fee and any government or embassy charges paid on your behalf are non-refundable.

7.4 Entry to any country is at the discretion of its immigration authorities. We accept no liability where a traveller is refused boarding, transit or entry.

7.5 You are responsible for complying with all health requirements, including vaccinations and any applicable health declarations. We recommend that you consult a qualified medical practitioner in good time before travel.

8. Travel Insurance

8.1 We strongly recommend that every traveller holds comprehensive travel insurance covering, at minimum, medical expenses, emergency repatriation, cancellation and curtailment, personal liability, and loss of baggage and documents.

8.2 Where we arrange insurance, we do so as an intermediary and the policy is a contract between you and the insurer. You should read the policy and satisfy yourself that the cover is adequate.

8.3 If you decline travel insurance, you accept full responsibility for any loss that insurance would have covered.

9. Changes and Amendments

9.1 Requests to change a confirmed Booking must be made in writing. All changes are subject to availability and to the Supplier's rules.

9.2 Changes will normally attract the Supplier's own change fee and any difference in fare or rate, in addition to our amendment fee of [KES X] per change per traveller. Suppliers may change schedules, aircraft, routings, hotels or vehicles. Where a Supplier makes a significant change, we will inform you as soon as we are made aware, and will assist you in seeking alternatives or a refund in accordance with the Supplier's rules. We are not liable for such changes.

10. Cancellations and Refunds

10.1 Cancellation requests must be made in writing and take effect only when we acknowledge receipt in writing.

10.2 Refunds are governed entirely by the fare rules or terms of the relevant Supplier. Many airfares and rates are wholly non-refundable.

10.3 Where a refund is due, we will apply to the Supplier on your behalf. Suppliers commonly take between [six and twelve] weeks, and sometimes longer, to process refunds. We cannot pay a refund to you until we have received the corresponding funds from the Supplier.

10.4 Any refund will be net of the Supplier's cancellation charges, our service fees, our cancellation administration fee of [KES X], and any bank or transfer charges.

10.5 Refunds will be paid to the person or organisation that made the original payment, using the same payment channel where practicable.

10.6 Where a Supplier ceases trading, becomes insolvent or otherwise fails to provide a booked service, our obligation is limited to assisting you in pursuing your claim against that Supplier or its administrators, and against any applicable insurance or protection scheme.

11. No-shows and Unused Tickets

11.1 If a traveller fails to check in or present themselves for a booked service, the booking is treated as a no-show and is generally non-refundable.

11.2 Failure to use any segment of an air ticket may result in the automatic cancellation of all subsequent segments by the airline. Any resulting cost is payable by you.

11.3 Unused tickets may retain a residual value for a limited period under the airline's rules. It is your responsibility to notify us if you wish us to attempt a reissue or refund before that period expires.

12. Supplier Terms and Conditions

12.1 All travel services are subject to the terms and conditions of the Supplier providing them, including airline conditions of carriage, which may limit or exclude that Supplier's liability. These are available from the Supplier on request and, in most cases, on the Supplier's website.

12.2 Certain international conventions, including the Montreal Convention in respect of air travel, limit the amount of compensation payable by carriers. Where any such convention applies, our liability is limited in the same manner.

13. Our Liability

13.1 We will perform our services with reasonable skill and care.

13.2 We are not liable for the acts, omissions, defaults, delays, negligence or insolvency of any Supplier, nor for any failure of a Supplier to provide a service to the standard you expect.

13.3 We are not liable for any indirect or consequential loss, nor for loss of profit, loss of business, loss of opportunity, loss of enjoyment, or costs of missed connections, meetings or events, however arising.

13.4 Subject to clause 13.5, our total liability to you in respect of any Booking, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total service fees we received from you in respect of that Booking.

13.5 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

13.6 Information we provide about destinations, visa requirements, health requirements and travel conditions is given in good faith and based on sources we believe to be reliable, but requirements change frequently and often without notice. You should verify all such information with the relevant embassy, authority or Supplier before travel.

14. Force Majeure

14.1 We are not liable for any failure or delay in performing our obligations where that failure or delay results from a Force Majeure Event, meaning any circumstance beyond our reasonable control, including war, threat of war, civil unrest, terrorism, riot, industrial action, epidemic or pandemic, government action or advisory, border or airspace closure, natural disaster, adverse weather, fire, flood, volcanic activity, failure of public utilities or transport networks, cyber attack, and the insolvency or withdrawal of a Supplier.

14.2 Where a Force Majeure Event affects your Booking, we will assist you in obtaining whatever refund, credit or alternative arrangement the relevant Suppliers make available. Our service fees remain payable.

15. Your Obligations and Indemnity

15.1 You will provide accurate, complete and current information for every traveller, including names exactly as shown in passports, dates of birth, contact details and any special requirements, and will notify us promptly of any change.

15.2 You will comply with all applicable laws and with the reasonable instructions of Suppliers and authorities during travel.

15.3 You will indemnify us against any claim, loss, cost, liability or expense we incur arising from inaccurate or incomplete information you supplied, your breach of these Terms, or the conduct of any traveller in your Booking.

16. Complaints and Dispute Resolution

16.1 If a problem arises during travel, you must raise it with the Supplier at the time and, where the Supplier cannot resolve it, contact us immediately so that we can attempt to assist while you are still travelling. Many complaints cannot be remedied after the event.

16.2 Any complaint must be submitted to us in writing at travel@travellifectm.com within [28] days of the end of the travel to which it relates, with all supporting documentation.

16.3 We will acknowledge your complaint within [5] working days and aim to provide a substantive response within [21] days.

16.4 If a dispute cannot be resolved between us, the parties shall first attempt resolution through mediation administered by [the Nairobi Centre for International Arbitration or other agreed body] before commencing court proceedings.

17. Data Protection and Privacy

17.1 We process personal data in accordance with the Data Protection Act, 2019 of Kenya and our Privacy Policy, which forms part of these Terms.

17.2 To arrange your travel we must share traveller personal data with Suppliers, including airlines, hotels, transport operators, insurers, and immigration and border authorities. Some of these are located outside Kenya, and by making a Booking you consent to such transfers where they are necessary to fulfil your Booking.

17.3 Where you provide us with personal data relating to other travellers, you confirm that you have their authority to do so and have informed them how their data will be used.

17.4 Certain data, including passport and visa information, may constitute sensitive personal data. We collect it only where necessary and retain it only for as long as required for the Booking and for our legal and tax obligations.

17.5 You have rights of access, correction, erasure, objection and portability in respect of your personal data. To exercise them, contact us at [travel@travellifectm.com].

18. Confidentiality

18.1 Each party shall keep confidential all non-public information disclosed by the other in connection with a Booking, including corporate travel policies, negotiated rates and pricing, and shall not disclose it to any third party except as required to fulfil the Booking or by law.

18.2 This obligation survives termination of the relationship between us.

19. Intellectual Property

19.1 All intellectual property rights in our website, branding, itineraries, proposals, rate structures and other materials we produce remain our property or that of our licensors.

19.2 You may use materials we provide for the purpose of your own travel or your organisation's internal purposes only, and may not reproduce, distribute or exploit them commercially without our written consent.

20. Use of our Website

20.1 Our website is provided on an "as is" basis. We take reasonable care to keep it accurate and available but do not warrant that it will be uninterrupted, error free or free of harmful components.

20.2 You may not use our website for any unlawful purpose, attempt to gain unauthorised access to it, or use automated means to extract data from it.

20.3 Our website may link to third party sites. We do not control and are not responsible for their content or practices.

21. Anti-bribery, Sanctions and Financial Crime

21.1 Each party shall comply with all applicable anti-bribery, anti-money-laundering, counter-terrorism-financing and sanctions laws.

21.2 We may decline or cancel any Booking, without liability, where we reasonably believe it would breach any such law or expose us to sanctions risk, and we may be required to report the matter to the relevant authority.

21.3 We may request identification and source of funds documentation before accepting a Booking or a payment.

22. Changes to These Terms

22.1 We may amend these Terms from time to time. The version in force at the date you make a Booking governs that Booking.

22.2 The current version is published at www.travellifectm.com. Material changes will be notified to corporate Clients holding a credit account.

23. General

23.1 Severability: If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions continue in full force.

23.2 No waiver: Our failure to enforce any provision is not a waiver of our right to do so later.

23.3 Assignment: We may assign or subcontract our rights and obligations. You may not do so without our written consent.

23.4 No partnership: Nothing in these Terms creates a partnership, joint venture or employment relationship between us.

23.5 Third parties: A person who is not a party to these Terms has no right to enforce any of its provisions.

23.6 Notices: Notices to us must be sent to travel@travellifectm.com. Notices to you will be sent to the email address on your Booking.

23.7 Entire agreement: These Terms, together with our Privacy Policy and the Confirmation, constitute the entire agreement between us in respect of your Booking and supersede any prior discussions.

24. Governing Law and Jurisdiction

24.1 These Terms and any dispute arising out of them are governed by the laws of the Republic of Kenya.

24.2 Subject to clause 16.4, the courts of Kenya have exclusive jurisdiction.

25. Contact Us

Travel Life Africa CTM Limited

[Building, Street], Nairobi, Kenya

Email: travel@travellifectm.com · Telephone: +254 [000 000 000]

Web: www.travellifectm.com

These Terms were last updated on [DATE].