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For some reason, you may have to miss an event(s) you were so committed to attending. We understand that it is normal for such situations to arise. We also must ensure that your ticket provides you with a satisfactory experience. Once payments are made, the money is used to settle the event’s costs, such as administration. Refunds are available under specific conditions depending on the timing of your cancellation or if Robby’s cancels an event. We encourage you to review this policy before booking any event.

Causes of Event Cancellations or Postponements

a. Weather and Safety
      • Full Refund or Reschedule: If an event is canceled or postponed by Hikers Arena due to weather conditions, safety concerns, or any unforeseen circumstances, you will be offered the choice of a full refund or rescheduling to another date or event.
b. Minimum Participant Requirements
      • Full Refund: Some of our events require a minimum number of participants. If an event does not meet the required number, we reserve the right to cancel it, and a full refund will be issued to all registered participants. We make this decision on Wednesday evening (60 hours to day hike) and refund immediately if the event does not meet the minimum requirements.
c. Force Majeure
      • In the event that Hikers Arena must cancel an event due to force majeure (e.g., natural disasters, government restrictions, pandemics), refunds or rescheduling options will be offered based on the specific situation and circumstances.

Freedom and Advantage Ticket Refunds

    • Non-Refundable: Freedom and Advantage Tickets are non-refundable after purchase. However, they may be transferred to another person if requested at least 7 days before the first event you are registered for, subject to approval by Hikers Arena.

Gift Card Refunds

    • Non-Refundable: Gift cards purchased through Hikers Arena are non-refundable. Gift cards can only be used for future bookings and may not be exchanged for cash.

Special Circumstances

We understand that life events or emergencies can occur unexpectedly. If you need to cancel or reschedule within 7 days of an event due to exceptional circumstances (such as medical emergencies, family emergencies, or other unavoidable situations), follow the section below for our provisions.

Postponing Day Hikes

For day hikes, the following applies;

  • At least 72 hours before the event: 100% of the total cost will be carried forward to a future event of your choice.
  • At least 48 hours before the event: 50% of the excess will be carried forward to a future event of your choice.
  • Less than 48 hours to the event: 100% ticket forfeited or cancellation policy applies.

Postponing Expeditions

For Expeditions, the following applies;

  • At least 2 weeks before the event: you can transfer your full excess ticket to a future event(s).
  • At least 9 days before the event: You carry 50% of your excess ticket to a future event.
  • Less than 9 days before the event: 100% ticket forfeited or cancellation policy applies.

Cancelling Day Hikes

  • At least one week before the event: A 100% refund.
  • At least 72 hours before the event: A refund of 50% of the booking fee and 100% of the excess fee.
  • At least 48 hours before the event: The booking deposit will not be refunded. 50% of the excess will be refunded.
  • Less than 36 hours to the event: No Refund.
  • No shows & latecomers: No refund.

Cancelling Expeditions (Mount Kenya/Kilimanjaro & Other Multi-Day Events)

For Expeditions, there will be a non-refundable booking deposit that will vary based on the event. The excess will be refunded as follows;

  • At least two weeks before the event: A 100% refund of the excess fee.
  • At least one week before the event: A refund of 50% of the excess fee.
  • Less than one week to the event: No Refund.
  • No shows & latecomers: No refund.

How to Request a Refund

    • Email Request: To request a refund, please contact us at support@hikersarena.co.ke with the subject line “Refund Request: “Event Name”. you can also reach us using our contact information.
    • Include Details: In your request, include your full name, event details, order number, and the reason for cancellation or refund.
    • Processing Time: Refunds are typically processed within 3 business days when they should be reflected in your account.

Payment Method for Refunds

Refunds will be issued using the original payment method used when booking. If the original payment method is no longer valid, please inform us immediately so we can arrange an alternative refund method.

Contact Us

For any questions regarding cancellations, refunds, or rescheduling, please contact our support team at support@hikersarena.co.ke and provide your name, phone, and order #.

Note

Hikers Arena reserves the right to review this policy when needed. Such reviews are followed by updates here and on the other platforms. If any of these terms is unclear, you can always reach us at support@hikersarena.co.ke for clarification.