Terms & Conditions

1. Company Overview

Matatour Nairobi (“Matatour”, “we”, “us”) is a brand of Stories on the Move Limited (KRA PIN: P052551040P), a company duly registered in Kenya.

All bookings, operations, and services related to Matatour are managed and delivered under the responsibility of Stories on the Move Limited.

By booking or participating in a Matatour experience, you agree to the terms outlined below.

2. Booking & Payment

• All bookings must be completed via official channels (website, partners, or approved agents).
• Full payment is required to confirm a booking.
• Prices may vary depending on:
  • Residency status (Citizen / Resident / Non-resident)
  • Age category (adult / child under 16)
• Bookings are confirmed only upon receipt of payment and confirmation email.

3. Participant Requirements

• Participants must arrive at least 15 minutes before departure.
• Late arrivals may result in forfeiture of the booking without refund.
• Children under 16 must be accompanied by an adult.
• Participants must follow instructions from guides and staff at all times.

4. Experience Disclaimer

Matatour is a moving, urban experience involving:

• Travel in a customized matatu (nganya)
• Walking segments in Nairobi CBD
• Interaction with public environments

By participating, you acknowledge:

• Exposure to normal urban conditions (traffic, noise, crowds)
• Responsibility for personal belongings
• Acceptance of reasonable operational risks

Kanka Management & Consultancy Limited shall not be held liable for:

• Loss, theft, or damage of personal items
• Delays caused by traffic or external factors
• Events outside our control (force majeure)

5. Health & Safety

• Participants should be in reasonable physical condition.
• Please inform us in advance of any medical conditions.
• We reserve the right to deny participation if safety is at risk.

6. Content & Media

By participating, you agree that:

• Photos/videos may be taken during the experience
• Matatour may use this content for marketing purposes

If you wish to opt out, you must notify us in writing prior to the tour.

7. Operational Flexibility

Matatour reserves the right to:

• Modify routes, stops, or timing due to operational constraints
• Substitute vehicles if necessary
• Adjust content while maintaining overall experience quality

Meeting time & punctuality

• Guests must be at the meeting point 30 minutes before departure. The departure time is communicated in advance by email.
• Out of respect for the other guests who arrived on time, and for traffic management reasons, the matatu will leave no later than 15 minutes after the announced departure time.
• Any guest arriving after the matatu has left is considered a no-show. As this falls outside the refundable window of our Cancellation & Refund Policy, the ticket is not refunded.

8. Customer Cancellation

• More than 72 hours before tour: → Full refund (100%)
• 24–72 hours before tour: → 50% refund
• Less than 24 hours before tour: → No refund
• No-show (including late arrival after the matatu has left, max. 15 minutes after the announced departure time): → No refund

9. Rescheduling

• Allowed, subject to availability
• Must be requested at least 24 hours before the tour

10. Matatour Cancellation

If Matatour cancels a tour due to:

• Operational issues
• Safety concerns
• Minimum group not reached
• Force majeure

→ Customer will receive:

• Full refund OR
• Option to reschedule

11. Force Majeure

Kanka Management & Consultancy Limited is not liable for disruptions caused by:

• Weather conditions
• Government restrictions
• Strikes, civil unrest, or unforeseen events

Refunds in such cases remain at our discretion, with a commitment to fair commercial treatment.

12. Third-Party Bookings

For bookings made via partners (e.g., OTAs, hotels, agents):

• Their cancellation policies may also apply
• In case of conflict, the stricter policy prevails

13. Liability Limitation

To the maximum extent permitted by law:

• Liability is limited to the amount paid for the experience
• No responsibility for indirect or consequential losses

14. Governing Law

These Terms are governed by the laws of Kenya.

15. Updates & Applicability

These Terms may be updated from time to time. The latest version will always be available on our website.

These Terms apply to all current, past, and future bookings unless otherwise agreed at the time of booking.

16. Contact