Terms & Conditions
Please review our terms of service carefully before using the Bueno Leisure website.
1. Introduction
Welcome to Bueno Leisure Limited ("Bueno Leisure," "we," "us," or "our"). These Terms and Conditions ("Terms") govern your use of our website at www.buenoleisure.com (the "Website") and all services provided by Bueno Leisure Limited, including but not limited to luxury event planning, travel bookings, vacation packages, visa assistance, flight bookings, airport transfers, and concierge services (collectively, the "Services").
Bueno Leisure Limited is a company registered in the Republic of Kenya. By accessing our Website or engaging our Services, you ("Client," "you," or "your") agree to be bound by these Terms in their entirety. If you do not agree with any part of these Terms, please do not use our Website or Services.
These Terms should be read alongside our Privacy Policy, Cookie Policy, and any specific booking confirmation or event brief issued to you.
2. Definitions
In these Terms, the following definitions apply:
- "Booking" means any reservation for travel services, accommodation, transport, excursions, or related arrangements made through Bueno Leisure.
- "Event" means any celebration, gathering, or occasion planned and/or coordinated by Bueno Leisure, including but not limited to weddings, corporate galas, birthdays, baby showers, anniversaries, graduations, and product launches.
- "Confirmation Invoice" means the formal document issued by Bueno Leisure confirming the details, pricing, and terms of a specific Booking or Event.
- "Event Brief" means the signed scope document detailing event specifications, services, deliverables, and responsibilities agreed between Bueno Leisure and the Client.
- "Supplier" means any third-party provider of goods or services engaged by Bueno Leisure on your behalf, including hotels, lodges, airlines, ground transport operators, caterers, florists, photographers, venues, decor companies, and other vendors.
- "Force Majeure" means any event beyond the reasonable control of either party, including but not limited to natural disasters, pandemics, epidemics, government actions or travel advisories, war, terrorism, civil unrest, strikes, severe weather, volcanic eruptions, or failure of essential infrastructure.
3. Our Role
3.1 Travel Services
For travel bookings, Bueno Leisure acts as an agent and intermediarybetween you and the Suppliers who provide the actual travel services (accommodation, flights, ground transport, excursions, park entry, and similar). We do not own or operate hotels, lodges, airlines, vehicles, or other travel service facilities. The contractual relationship for the provision of these underlying services exists between you and the relevant Supplier, subject to that Supplier's own terms and conditions.
Our role is to curate, coordinate, and manage your travel experience to the highest standard - selecting premium Suppliers, negotiating on your behalf, and ensuring seamless execution.
3.2 Event Planning Services
For events, Bueno Leisure acts as your event planner, coordinator, and project manager. We source and engage Suppliers on your behalf, manage logistics, and oversee execution. While we exercise rigorous quality standards in selecting and managing Suppliers, the provision of specific goods and services (catering, floristry, photography, entertainment, venue facilities) remains the contractual responsibility of the respective Supplier.
3.3 Integrated Services
Where your engagement includes both travel and event elements (such as a destination wedding or corporate retreat), these Terms apply to the entire engagement. Bueno Leisure will issue a comprehensive Confirmation Invoice and, where applicable, an Event Brief covering all components.
4. Booking and Contract Formation
4.1 How Your Contract is Formed
No binding contract exists between you and Bueno Leisure until all three of the following conditions are satisfied:
- Deposit Payment: You have paid the required deposit as specified in your quotation.
- Confirmation Invoice: We have issued a Confirmation Invoice acknowledging receipt of your deposit and confirming the details of your Booking or Event.
- For Events Only - Signed Event Brief: You have signed and returned the Event Brief confirming the agreed scope, specifications, and deliverables.
Until all applicable conditions are met, any quotation, proposal, or preliminary discussion is non-binding and subject to availability and price changes.
4.2 Provisional Bookings
We may hold a provisional booking on your behalf for up to seven (7) calendar days from the date of your enquiry. If the required deposit is not received within this period, the provisional booking will be released without notice, and availability and pricing cannot be guaranteed.
For bookings during peak seasons (including but not limited to the Great Migration season July-October, December-January holiday period, and Valentine's Day/Easter weekends), the provisional hold period may be reduced to three (3) calendar days.
4.3 Accuracy of Information
You are responsible for ensuring that all information provided to us is accurate and complete, including but not limited to: names as they appear on passports or national identification, dates of birth, nationality, dietary and medical requirements, emergency contact details, and any special needs. Bueno Leisure shall not be liable for any costs, delays, or disruptions arising from inaccurate or incomplete information provided by you.
5. Pricing, Payment, and Currency
5.1 Pricing
All prices quoted are subject to availability at the time of booking confirmation. Prices include the services specified in your Confirmation Invoice and no others. Unless expressly stated, prices do not include: international or domestic airfare, travel insurance, visa fees, passport costs, personal expenses, tips and gratuities, park or conservancy entry fees (unless specified), alcoholic beverages, or any items not expressly listed.
Bueno Leisure reserves the right to adjust pricing prior to contract formation to reflect changes in Supplier costs, government taxes, park fees, or exchange rate fluctuations exceeding 5%.
5.2 Resident and Non-Resident Pricing
In accordance with standard Kenya tourism practice, certain services (particularly national park fees, conservancy fees, and accommodation) may be priced differently for East African residents and non-residents. Resident rates apply to citizens and permanent residents of Kenya, Uganda, Tanzania, Rwanda, and Burundi holding valid national identification or residence permits. Bueno Leisure will clearly indicate which pricing applies to your booking.
5.3 Currency
Prices for domestic services are quoted in Kenya Shillings (KES). Prices for international services and for non-resident clients may be quoted in US Dollars (USD), British Pounds (GBP), or Euros (EUR) as appropriate.
Where currency conversion is required, exchange rates are determined using the prevailing mid-market rate published on xe.com or oanda.com on the date of invoice. Exchange rate fluctuations between the date of quotation and the date of payment are borne by the Client.
5.4 Deposit Structure
Travel Bookings
| Booking Type | Deposit Required | Balance Due |
|---|---|---|
| Domestic travel (within Kenya/East Africa) | 30% of total cost | 45 days before departure |
| International travel (outbound) | 25% of total cost | 90 days before departure |
| Group travel (8+ persons) | 30% of total cost | 90 days before departure, with staggered payments (30/30/40) |
| Short-lead bookings (within 45 days of travel) | 100% of total cost | At time of booking |
Event Bookings
| Event Type | Deposit Required | Balance Due |
|---|---|---|
| Events up to KSh 600,000 (Silver tier) | 40% of total cost | 30 days before event |
| Events KSh 600,000-1,500,000 (Gold tier) | 40% of total cost | 45 days before event |
| Events above KSh 1,500,000 (Platinum tier) | 35% of total cost | Staggered: 35% at confirmation, 35% at 60 days, 30% at 14 days before event |
| Destination events | 40% of total cost | 90 days before event, with staggered payments |
5.5 Accepted Payment Methods
Bueno Leisure accepts the following payment methods:
- M-Pesa (Paybill/Till Number - details provided on invoice)
- Bank Transfer (KES and USD accounts available; details provided on invoice)
- Credit/Debit Card (Visa, Mastercard - subject to a processing surcharge of up to 3.5%, disclosed at the time of payment)
- International Wire Transfer (SWIFT - a bank processing fee of USD 25-50 may apply depending on your bank; this fee is borne by the Client)
- PayPal(for international clients, subject to PayPal's own fees)
Payments are due by the dates specified on your Confirmation Invoice. Late payments may result in the cancellation of your Booking or Event without refund of amounts already paid.
5.6 Credit Card Surcharges and Bank Fees
Credit card payments on final balances are subject to a processing surcharge of up to 3.5%, which will be disclosed before payment is processed. International bank transfer fees charged by your sending bank or intermediary banks are your responsibility. Bueno Leisure will absorb receiving bank fees on our end.
6. Changes and Amendments
6.1 Changes Requested by You
If you wish to change any aspect of a confirmed Booking or Event, we will use reasonable efforts to accommodate your request, subject to Supplier availability and any additional costs. An amendment fee of KES 5,000 (or USD 40) may apply per change request, in addition to any price differences or Supplier charges incurred.
Significant changes (such as date changes, destination changes, or venue changes) may be treated as a cancellation and rebooking, subject to the cancellation terms in Section 7.
6.2 Changes Made by Us or Suppliers
We reserve the right to make minor changes to confirmed arrangements where necessary (for example, substituting accommodation of equivalent or higher standard, adjusting excursion timings, or modifying event logistics for operational reasons). We will notify you of any such changes promptly.
If a significant change is required (material change to destination, accommodation downgrade, date change, or cancellation of a major event component), we will offer you the choice of: (a) accepting the changed arrangements; (b) transferring to an alternative of comparable or higher value (paying any price difference); or (c) cancelling with a full refund of all amounts paid to Bueno Leisure.
7. Cancellation Policy
7.1 Cancellation by You - Travel Bookings
All cancellations must be communicated in writing (email to info@buenoleisure.com). Cancellation takes effect from the date we receive your written notice. The following cancellation charges apply as a percentage of the total booking cost:
International Travel
| Notice Period | Cancellation Charge |
|---|---|
| 120+ days before departure | 10% of total cost (minimum: deposit amount) |
| 90-119 days before departure | 25% of total cost |
| 60-89 days before departure | 50% of total cost |
| 30-59 days before departure | 75% of total cost |
| Less than 30 days before departure | 100% of total cost |
Domestic Travel
| Notice Period | Cancellation Charge |
|---|---|
| 60+ days before departure | 15% of total cost (minimum: deposit amount) |
| 30-59 days before departure | 40% of total cost |
| 15-29 days before departure | 70% of total cost |
| 7-14 days before departure | 85% of total cost |
| Less than 7 days before departure | 100% of total cost |
7.2 Cancellation by You - Event Bookings
Event cancellation charges reflect the non-refundable nature of venue and vendor commitments made on your behalf:
| Notice Period | Cancellation Charge |
|---|---|
| 120+ days before event | 20% of total cost (minimum: deposit amount) |
| 90-119 days before event | 40% of total cost |
| 60-89 days before event | 60% of total cost |
| 30-59 days before event | 80% of total cost |
| Less than 30 days before event | 100% of total cost |
7.3 Peak Season Override
During peak seasons (Great Migration: July-October; Festive Season: 15 December-15 January; Easter weekend; Valentine's weekend), cancellation charges may be 100% of total cost regardless of notice period, reflecting the non-refundable advance payment requirements of Suppliers during high-demand periods. This will be clearly communicated at the time of booking.
7.4 Liquidated Damages
The cancellation charges set out in this Section 7 are not a penalty. They represent a genuine and reasonable pre-estimate of the loss that Bueno Leisure will suffer as a result of your cancellation, taking into account Supplier commitments, blocked inventory, and administrative costs.
7.5 No Refund for Unused Services
No refund will be provided for any services that you choose not to use, including but not limited to missed flights, early departures, late arrivals, no-shows, unused accommodation nights, or skipped excursions and event components. We strongly recommend comprehensive travel and event insurance to protect against such circumstances.
7.6 Cancellation by Bueno Leisure
We may cancel your Booking or Event if: (a) you fail to make payment by the due date; (b) you fail to provide required information or documentation by the deadline specified; (c) circumstances arise that make it impossible or unsafe to deliver the Services; or (d) Force Majeure occurs.
In the event of cancellation by Bueno Leisure due to Force Majeure, we will use best efforts to offer alternative arrangements or issue a credit note for future use, valid for twelve (12) months from the date of issue. Cash refunds will be provided only to the extent that we have received refunds from our Suppliers.
7.7 Force Majeure
Neither party shall be liable for failure to perform obligations under these Terms where such failure results from Force Majeure. In such circumstances, Bueno Leisure will: (a) notify you as soon as reasonably practicable; (b) use best endeavours to find reasonable alternative arrangements; and (c) where alternatives are not possible, issue a credit for future services valid for 12 months, or provide a refund to the extent of Supplier refunds received.
8. Travel-Specific Provisions
8.1 Travel Documents
You are responsible for obtaining and maintaining valid travel documents, including passports (with at least six months' validity beyond your return date), visas, vaccination certificates, and any other entry requirements for your destination(s). Bueno Leisure offers visa assistance services but does not guarantee visa approval, which remains at the sole discretion of the relevant immigration authorities.
8.2 Travel Insurance - Mandatory
Travel insurance is mandatory for all bookings with Bueno Leisure. You must obtain comprehensive travel insurance covering, at minimum: trip cancellation and interruption, medical expenses and emergency evacuation, personal liability, baggage loss or delay, and travel delay. Insurance must be obtained prior to travel and evidence of coverage must be provided to Bueno Leisure upon request.
In the event of a medical emergency requiring evacuation, Bueno Leisure will coordinate evacuation logistics. Costs of medical evacuation will be recovered from your insurer in the first instance, and from you directly as a last resort.
8.3 Health and Fitness
Certain travel experiences offered by Bueno Leisure (including but not limited to safari game drives, bush walks, hot air balloon rides, and water-based activities) may require a minimum level of physical fitness. You are responsible for disclosing any medical conditions, disabilities, or mobility limitations that may affect your ability to participate safely. Bueno Leisure reserves the right to refuse participation in specific activities where we reasonably believe there is a risk to your health or safety, or that of other participants.
8.4 Travel to Safari and Wilderness Destinations
By booking safari or wilderness experiences through Bueno Leisure, you acknowledge and accept that:
- Safari camps and lodges may be unfenced from wildlife. Wild animals may be present in and around accommodation areas.
- Swimming pools may not have depth markings, fencing, or lifeguards.
- Paths and walkways may be unlit and uneven.
- Game drive vehicles may not be fitted with seatbelts or roll bars.
- Medical facilities in remote areas may be limited, and evacuation to a hospital may take several hours.
- Mobile phone and internet coverage may be unavailable or unreliable.
- Encounters with wildlife are inherently unpredictable and carry inherent risk.
- Light aircraft used for transfers may have strict weight limits for passengers and luggage.
These conditions reflect the nature of authentic safari and wilderness experiences and are not deficiencies in service.
8.5 Kenya-Specific Park and Conservancy Rules
Please note the following rules and fee structures applicable to Kenya national parks and conservancies:
- Masai Mara 12-Hour Rule: Guests entering the Masai Mara National Reserve after 06:00 who depart after 10:00 AM the following day will incur an additional full-day park entry fee, as enforced by the Narok County Government.
- Nairobi National Park: Operating hours are 06:00-18:00 daily. Latest entry is 17:15.
- Private Conservancy Permits: Private conservancy fees are typically structured on a 24-hour permit basis from the time of entry.
- Park fee increases: Kenya Wildlife Service and county governments may increase park fees without notice. Any increases imposed after your booking confirmation will be passed on at cost.
8.6 On-Site Activity Waivers
For certain high-risk activities (including but not limited to hot air balloon rides, guided bush walks, water sports, mountain climbing, and bungee jumping), you may be required to sign an on-site activity waiver before participation. Refusal to sign a required waiver will result in non-participation, and no refund will be provided for that activity.
9. Event-Specific Provisions
9.1 Event Brief and Scope
For all event engagements, Bueno Leisure will prepare an Event Brief detailing: event type and theme, date and timing, venue, estimated guest count, services included, vendor allocations, deliverables, and responsibilities of each party. The Event Brief must be signed by you before it becomes binding.
9.2 Minimum Guest Guarantees
Where pricing is based on a minimum number of guests, you are responsible for meeting the minimum guest count specified in your Event Brief. If actual attendance falls below the guaranteed minimum, you remain liable for the full cost based on the guaranteed number.
9.3 Food and Beverage Minimums
Venue and catering arrangements may include minimum food and beverage spend commitments. These minimums will be clearly stated in your Event Brief and Confirmation Invoice. Shortfalls below the agreed minimum will be charged as a supplement.
9.4 Venue and Timing Restrictions
Many venues impose specific restrictions including noise curfews, setup and breakdown times, capacity limits, and restricted areas. You agree to comply with all venue rules communicated to you. Bueno Leisure shall not be liable for any consequences arising from venue-imposed restrictions, including early termination of an event due to noise or time violations.
9.5 Damage and Security Deposits
Certain venues require a refundable damage or security deposit. Where applicable, this will be communicated in your Event Brief. You are responsible for any damage caused to the venue or its property by you, your guests, or any persons attending your event. Bueno Leisure will facilitate the damage deposit process but is not liable for deductions made by the venue.
9.6 Weather Contingency
For outdoor events, Bueno Leisure will discuss weather contingency planning during the briefing process. Unless a specific indoor backup or tent/marquee arrangement is included in your Event Brief and Confirmation Invoice, adverse weather conditions are not grounds for cancellation or refund.
9.7 Event Insurance
For events with a total value exceeding KSh 1,000,000 (approximately USD 7,700), Bueno Leisure strongly recommends comprehensive event insurance covering cancellation, vendor failure, property damage, public liability, and adverse weather. We can provide referrals to suitable insurance providers upon request.
10. Liability
10.1 Limitation of Liability
To the maximum extent permitted by the laws of the Republic of Kenya:
(a) Bueno Leisure's total aggregate liability to you in connection with any Booking, Event, or Service shall not exceed the total amount paid by you to Bueno Leisure for that specific Booking, Event, or Service.
(b) Bueno Leisure shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of enjoyment, loss of business opportunity, emotional distress, or additional travel or accommodation costs incurred as a result of any disruption to your arrangements.
(c) Bueno Leisure shall not be liable for any loss, damage, injury, illness, delay, or inconvenience caused by: the acts or omissions of any Supplier; the acts or omissions of any third party not connected with the provision of your Services; events of Force Majeure; your own acts or omissions, including failure to follow instructions or advice; or any event which Bueno Leisure could not have foreseen or prevented with reasonable care.
10.2 Supplier Liability
As Bueno Leisure acts as an agent and intermediary, the primary liability for the provision of travel services, accommodation, transport, catering, entertainment, and similar rests with the relevant Supplier under their own terms and conditions. We will, however, provide reasonable assistance in pursuing any legitimate claim against a Supplier on your behalf.
10.3 Indemnification
You agree to indemnify and hold harmless Bueno Leisure Limited, its directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms; (b) your negligent or wrongful acts or omissions; (c) any claim by a third party arising from your conduct during a Booking or Event; or (d) your failure to maintain adequate insurance as required under these Terms.
11. Photography, Media, and Intellectual Property
11.1 Photography During Services
Bueno Leisure and its appointed photographers or videographers may take photographs and videos during travel experiences and events for use in marketing, social media, website content, and promotional materials. By confirming your Booking or Event, you grant Bueno Leisure a non-exclusive, royalty-free, worldwide license to use such images and footage for promotional purposes.
Opt-out: If you prefer that your image not be used in marketing materials, you may notify us in writing before final payment and we will respect your request. Opting out does not affect the provision of your Services.
11.2 User-Generated Content
If you share photographs, videos, reviews, or testimonials with Bueno Leisure (via email, WhatsApp, social media, or any other channel), we will contact you directly to request explicit permission before using such content in our marketing materials.
11.3 Website Content
All content on the Bueno Leisure website - including text, images, graphics, logos, brand elements, and design - is the intellectual property of Bueno Leisure Limited and is protected by the laws of the Republic of Kenya and international copyright conventions. You may not reproduce, distribute, modify, or create derivative works from any content on our Website without our prior written consent.
12. Communication
12.1 WhatsApp and Messaging
Bueno Leisure uses WhatsApp Business as a primary communication channel. By providing your mobile number and engaging with us via WhatsApp, you consent to receiving booking confirmations, updates, reminders, and service-related communications through this channel. You may opt out of WhatsApp communications at any time by notifying us in writing.
12.2 Email Communications
Booking-critical communications (Confirmation Invoices, cancellation notices, material changes) will be sent via email. It is your responsibility to monitor the email address provided and to notify us immediately if your contact details change.
12.3 Marketing Communications
We will only send you marketing communications (newsletters, promotions, offers) with your explicit consent. You may unsubscribe from marketing communications at any time using the unsubscribe link in any marketing email, or by emailing info@buenoleisure.com.
13. Complaints Procedure
13.1 On-Site Reporting
If you experience any issue during a travel experience or event, you must report it to the Bueno Leisure representative, the venue management, or the Supplier on-site and at the time of the issue. Many concerns can be resolved immediately when raised promptly. Bueno Leisure cannot normally consider refund or compensation claims for issues that were not reported on-site, as this deprives us and the Supplier of the opportunity to address the matter.
13.2 Written Claims
Formal complaints or claims for compensation must be submitted in writing to info@buenoleisure.com within thirty (30) days of the completion of your travel or event. Claims received after this deadline may not be considered.
13.3 Response
We will acknowledge your complaint within 5 business days and provide a substantive response within 21 business days. Complex matters requiring Supplier input may take longer, and we will keep you informed of progress.
14. Dispute Resolution
14.1 Negotiation
In the event of any dispute arising out of or in connection with these Terms, the parties shall first attempt to resolve the matter through good-faith negotiation for a period of fourteen (14) days from the date one party notifies the other in writing of the dispute.
14.2 Mediation
If the dispute is not resolved through negotiation, the parties agree to submit the dispute to mediation administered by the Nairobi Centre for International Arbitration (NCIA) or a mutually agreed mediator, before commencing any arbitration or court proceedings.
14.3 Arbitration
If mediation does not resolve the dispute within thirty (30) days, either party may refer the dispute to binding arbitration under the Arbitration Act of Kenya (Cap 49), conducted in Nairobi, Kenya, in the English language. The decision of the arbitrator shall be final and binding on both parties.
14.4 Urgent Relief
Nothing in this Section 14 prevents either party from seeking urgent injunctive or interim relief from the courts of Kenya where necessary to protect its rights.
15. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Subject to the dispute resolution procedures set out in Section 14, the courts of Kenya shall have exclusive jurisdiction over any proceedings arising out of or in connection with these Terms.
16. General Provisions
16.1 Entire Agreement
These Terms, together with the Confirmation Invoice, Event Brief (where applicable), Privacy Policy, and Cookie Policy, constitute the entire agreement between you and Bueno Leisure Limited in relation to the Services.
16.2 Severability
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
16.3 Waiver
No failure or delay by Bueno Leisure in exercising any right under these Terms shall constitute a waiver of that right.
16.4 Assignment
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Bueno Leisure may assign its rights and obligations to any successor entity or affiliate.
16.5 Amendments
Bueno Leisure reserves the right to amend these Terms at any time. Updated Terms will be published on our Website with the revised "Last Updated" date. Amendments do not apply retroactively to existing confirmed Bookings or Events.
17. Contact Us
For any questions about these Terms and Conditions, please contact us:
Bueno Leisure Limited
Nairobi, Kenya
Email: info@buenoleisure.com
Website: www.buenoleisure.com
Instagram: @buenoleisure
WhatsApp: Available on request
Bueno Leisure Limited - Where Every Moment Becomes an Unforgettable Experience.
