Cancellation & Refund Policy

Last updated: 24 July 2026

1. Free Cancellation Window

You may cancel your booking free of charge up to 24 hours before your scheduled pickup time. You will receive a full refund to your original payment method.

2. Late Cancellation

Cancellations made within 24 hours of the scheduled pickup time may be charged up to 50% of the total fare. This covers the driver and vehicle that were reserved for your trip.

3. No-Show

If you do not show up at the pickup location and have not contacted us, the full fare is charged and is non-refundable. Our driver will wait at the pickup point for the standard waiting time (see below) and attempt to reach you by phone or WhatsApp before departing.

4. Flight Cancellations

If your flight is cancelled by the airline, contact us immediately. We will:

  • Reschedule your transfer at no extra charge to match your new flight, or
  • Cancel your booking with a full refund

Please notify us as soon as you know about the cancellation so we can release the driver.

5. Changes to Pickup Time

Changes to your pickup time (same day, same route) are free when requested more than 2 hours before the original pickup time. Last-minute changes are subject to driver availability.

6. Changes to Route or Destination

Route changes may affect your fare. We will confirm any price difference before proceeding. If the new route is shorter, we will refund the difference.

7. Cancellation by JosraCab

In the rare event that we must cancel your booking (vehicle breakdown, driver unavailability, safety concerns), you will receive a full refund and we will help you find alternative transport at no cost to you.

8. Weather, Road, and Park Closures

For safari and tour bookings affected by park closures, severe weather, or unsafe road conditions, we offer:

  • Free rescheduling to an alternative date, or
  • Full refund if rescheduling is not possible

9. Waiting Time

Airport pickups: Standard waiting time is 60 minutes from the flight's actual landing time. Additional waiting is charged at KES 500 per 30 minutes.

Hotel and other pickups: Standard waiting time is 15 minutes from the scheduled pickup time. Additional waiting is charged at KES 500 per 30 minutes.

Our driver will contact you by phone or WhatsApp before leaving if you have not appeared.

10. Refund Process

  • Refunds are processed to your original payment method within 5–10 business days
  • M-Pesa refunds are typically faster (1–3 business days)
  • Card refunds depend on your bank's processing time
  • You will receive a confirmation when your refund has been initiated

11. How to Cancel or Request a Refund

To cancel a booking or request a refund:

  • WhatsApp: +254746230366 (fastest)
  • Call: +254746230366
  • Email: info@josracab.co.ke

Please include your booking reference number in your message.