Booking & cancellation terms

Glow Star Travel Group helps arrange travel services with airlines, accommodation providers, transport operators and other suppliers. Your written quotation identifies the services offered and the agency's role. Read these terms with the quotation, booking confirmation and applicable supplier conditions. Mandatory consumer protections continue to apply.

An enquiry is a request for information, not a reservation. A quotation sets out the currency, validity period, included services, exclusions, taxes and any agency fees. Prices and availability may change before confirmation. Website itineraries are examples unless expressly included in your written quotation.

Before authorising a booking, check all passenger names, dates, destinations, room arrangements and supplier conditions. If you arrange travel for others, obtain their authority and share the relevant conditions with them. A booking is confirmed when the team provides the relevant written confirmation. A quotation or payment report alone is not a travel confirmation.

Your quotation specifies the deposit, balance, payment deadlines, currency, approved payment instructions and any transaction or conversion charges. This website does not collect customer payments. Verify new or changed payment instructions through the published business contacts before sending money. Keep your payment acknowledgement and check the status of each arrangement with the team.

Airline fares, hotel rates, vehicle arrangements and activities can have different deadlines and restrictions. Review the conditions supplied or referenced in your quotation before accepting. Non-refundable services, penalties and agency fees must be disclosed before you commit; ask for clarification if any condition is missing or unclear.

Request changes in writing using your quotation or booking reference. Changes depend on availability and may involve a fare or rate difference, supplier charge and any agency handling fee disclosed in advance. The team will explain the revised cost for approval before making a chargeable change. A request alone does not amend a confirmed arrangement.

Send cancellation instructions in writing and ask the team to acknowledge receipt. The team will confirm the services affected, the effective cancellation time and the applicable deductions. Cancellation charges depend on the conditions agreed for each service and applicable law. These general terms do not impose a blanket cancellation percentage or automatic forfeiture.

Refund eligibility and amounts depend on the agreed conditions and applicable consumer rights. The team will explain the amount, any lawful deductions, the party responsible for the refund and the expected process or timing. Statutory refund rights are not made conditional on the agency first receiving money from a supplier. A fare or rate is not refundable simply because it has not been used.

Missing a flight, arriving after a supplier's deadline or leaving part of a booking unused can affect remaining arrangements and refund eligibility. Check the relevant supplier conditions before booking. Contact the team and operating provider as soon as a missed connection or late arrival becomes likely.

If a supplier changes or cancels an arrangement, the team will explain the information received and discuss available options and applicable rights. An alternative is subject to your agreement where consent is required. These terms do not exclude remedies that the law requires a supplier or the agency to provide.

Verify entry, transit and document requirements for your nationality and itinerary with official sources and the operating providers. The team may assist with preparation, but visa approval and admission are decisions for the relevant authorities. Document assistance does not guarantee approval or entry.

Tell the team about access, mobility, dietary, room, seating, child-seat or other requirements before booking. Requests remain subject to the relevant provider's confirmation. If a requirement is essential to your decision, ask for written confirmation before accepting the arrangement.

Consider insurance appropriate to your journey and check the insurer's policy wording, exclusions, eligibility and claims process. A travel quotation does not itself establish insurance cover. Any separately offered insurance service must identify the provider and the basis on which it is offered.

Report problems promptly to the operating provider and the Glow Star team, with your booking reference, a clear description and relevant records. The team will acknowledge the complaint and explain the next steps. Seeking help from the team does not remove your right to contact a regulator, dispute-resolution body or court.

Responsibilities depend on the service, the agency's role, the agreed booking documents and applicable law. Nothing in these terms excludes liability or consumer rights that cannot lawfully be excluded. If a provision conflicts with a mandatory legal protection, that protection takes precedence.

Personal information is handled as described in the privacy notice and any information given for the specific booking. Keep the terms and booking documents supplied when you accept your arrangements. Later website updates do not retrospectively change an existing booking without a lawful basis and any required agreement.

Email info@glowstartravelgroup.co.ke or contact the team with your quotation or booking reference. Do not include payment-card details in a message.