COVID-19 Update

Lockdown Transition 

Date of effective last update: March 27, 2021

Due to the lockdown restrictions imposed on March 26, 2021, we have issued this update to help guide the Outdoorer community through a smooth transition into these uncertain times. Attached overleaf is our revised booking, cancellation, and refunds policy.

We thank you for your continued support in keeping the Outdoorer Community vibrant and warm and remind you that we shall get through this as we have done before. 

We kindly request you to adhere to the government’s guidelines on the war against COVID-19. The battle against COVID-19 is not any one person’s; it is our war, and we shall emerge victoriously.  Until then, let’s focus on staying safe, healthy, and, importantly, alive.

We have unlocked many mountains in the past. Let’s come together and unlock this one as well.

Signed:

Robert Kamaru,

Team Lead — Outdoorer Excursions

 

Revised Booking, Cancellation, And Refunds Policy – Effective March 27, 2021 Until Further Notice

Part I. Postponement of scheduled events and programs

March-April Events

May onwards

Unless otherwise communicated in our future updates:

  • The Rookie to Advanced Hiker program starting May 1, 2021, remains on course.
  • The Beginner to Mt. Kenya program – class of August ‘21, starting May 1, 2021, remains on course.
  • The May, June, and July events remain on course.

 

Part II. Bookings 

Existing bookings:

  1. Confirmed bookings for which we have received a deposit or full payment, will be secured should you, (or your clients) decide to wait until the events have been rescheduled.
  2. You may opt to carry forward the entire amount paid up to a future event or program, as a partial or full payment, where applicable, up to 12 (twelve) months from the original booking date. Please note only one amendment will be allowed and should the season change to a higher rate season, the new rate will apply.
  3. In the event that you (or your clients,) do not redeem the paid-up amount within 12 (twelve) months of the original booking date, the amount paid would be forfeited – always assuming the Covid-19 epidemic has been contained by then.
  4. Upon amendment of a booking to transfer any paid-up amounts to a specific future event, the cancellation policy of the specific future event shall apply.
  5. The above will only apply if we have received the required deposit or the full payment to confirm your reservation.

 

New bookings:

  1. Any bookings made from March 27, 2021, will be subject to the following Special Conditions.
  2. No deposit will be required at the time of booking.
  3. 2-14 days prior to a day hike event, a 50% deposit will be required to confirm the reservation. The balance of 50% will be required before boarding.
  4. 2-14 days prior to the start of a hiking program, the specified booking deposit will be required to confirm the reservation.
  5. Should the lockdown restrictions escalate and cause the event or program to be canceled or postponed, the revised booking, cancellation, and refunds policy as described in Part II. (A) above shall apply. 
  6. If a booking is canceled voluntarily, the specific event cancellation policy shall apply.

 

Part III. Refunds

  1. In order for us to ride out this global epidemic storm as a privately owned travel & tourism business, we are unable to offer full refunds at this time.
  2. We trust that our partners, clients, and community understand our situation; we are doing all we can to work with our partners to find mutually agreeable solutions.
  3. This step is necessary to ensure that our business can continue to operate through these difficult times so that we will be here for you when the storm blows over. 
  4. We shall allow you to retain your booking for all postponed events and programs on hold or transfer the paid-up amounts to a future event or program within 12 (twelve) months from your original booking date as stipulated in Part I. above. 

However, we understand that these times are difficult for you, as they are for us, and shall fulfill your refund request. Upon the receipt of a refund request, the following shall apply:

 

For postponed day hikes:

  • If your ticket was paid up, the excess amount above the booking deposit shall be refunded in full.
  • A cancellation fee equivalent to 25% of the booking deposit shall be retained. This helps us offset any expenses already incurred in planning the event.
  • The excess (75% of the booking deposit) shall be refunded.
  • The total refund due shall be processed within 2-5 business days from the date of the refund request.
  • A refund request for postponed events in the months of March and April 2021 must be submitted by 5 p.m on March 31, 2021, by phone, email, or any online form that may be provided, otherwise, the booking will be presumed on hold as stipulated in Part II. (A) above.

 

For Mt. Kenya Easter Climb:

We shall allow you to retain your booking on hold at the current rates until the pending events are rescheduled, provided you have cleared all outstanding milestone payments. 

However, if you opt for a refund, the following shall apply:

  • If your ticket was paid up, the excess amount above the booking deposit shall be refunded in full.
  • A Ksh 3,300 cancellation fee shall be retained from the booking deposit. This helps us offset any expenses already incurred in planning the event.
  • The excess from the booking deposit shall be refunded.
  • The total refund due shall be processed within 2-5 business days from the date of the refund request.
  • A refund request for postponed the Mt. Kenya Easter Climb must be submitted by 5 p.m on April 9, 2021, by phone, email, or any online form that may be provided, otherwise, the booking will be presumed on hold as stipulated in Part II. (A) above.

 

For Beginner to Mt. Kenya – Class of April ‘21:

We shall allow you to retain your booking on hold at the current rates until the pending events are rescheduled, provided you have cleared all outstanding milestone payments. If you have outstanding milestone payments and wish to remain in the program at the current rates, you must clear the outstanding balance as required in the existing terms and conditions.

However, if you opt for a refund, the following shall apply:

  • The sum paid up shall be apportioned to past events in the program at the standard rates charged for the individual events.
  • A Ksh 3,300 cancellation fee shall be retained from the sum paid up. This helps us offset any expenses already incurred in planning your Mt. Kenya Easter climb event in the program.
  • A Ksh 5,000 administration fee shall be retained from the sum paid up. This goes toward meeting the administrative expenses incurred for the tutoring you have received throughout the program.
  • The excess from the sum paid up shall be refunded.
  • The total refund due shall be processed within 2-5 business days from the date of the refund request.
  • Upon processing the refund, you shall be exited from the program. Should you wish to complete the program, either by starting over or completing the pending events, the standard program or event rates shall apply.
  • Your refund request must be received by 5 p.m on March 31, 2021, by phone, email, or any online form that may be provided, otherwise, you shall be deemed to have decided to remain in the program under the existing terms and any supplemental terms and conditions provided.

 

5. We reserve the right to make changes to these new terms and conditions at any time and will send out notifications. 

As soon as the COVID-19 epidemic has been contained, we will revert back to our original terms and conditions for bookings.