Terms & Conditions
These Terms & Conditions (“Terms”) govern your use of Gosheni Shuttle’s private coach and shuttle services. By booking or travelling with us, you agree to these Terms.
1Definitions
- Booking – a reservation made via our website, WhatsApp, email, or phone.
- Service – transport of passengers by our 32-seater coach (or substitute vehicle).
- Quote/Fare – the price calculated by our booking form or provided in writing.
2Scope of service
We provide pre-booked private transfers and charter hire across Kenya. Unless stated otherwise in writing, fares include driver and vehicle only. Tolls, parking, entrance fees and road permits are charged at cost or as quoted.
3Bookings & confirmation
- A booking is accepted when you receive a written confirmation (email/SMS/WhatsApp) and, where applicable, payment is successful.
- Please supply accurate pickup/drop-off locations, times, flight details (if relevant), passenger count and a reachable contact number.
- We may refuse, cancel or amend bookings that are unsafe, unlawful, or impracticable.
4Pricing & payment
- Fares are shown in Kenyan Shillings (KES) and include applicable taxes unless stated otherwise.
- Payment methods: M-Pesa, card (Visa/Mastercard), or approved corporate invoice.
- Quotes are based on information supplied. Extra distance/time, route changes, waiting, airport parking/tolls, night operations (22:00–05:00), or public-holiday surcharges may apply.
5Standard surcharges & waiting
- Waiting (city pickups): first 15 minutes free, then KES 1,000 per each started 30 minutes.
- Airport pickups: first 60 minutes after actual landing free, then KES 1,000 per each started 30 minutes (airport parking at cost).
- Night surcharge (22:00–05:00): 10% of fare.
- Public-holiday surcharge: 10% of fare.
- Out-of-city mileage: KES 120/km beyond Nairobi County where not pre-quoted.
6Changes, cancellations & refunds
Your changes: Allowed subject to availability and any fare difference.
| When you cancel | Refund |
|---|---|
| ≥ 24 hours before pickup | Full refund (less non-refundable gateway/merchant fees, if any) |
| 12–24 hours before pickup | 50% refund |
| < 12 hours before pickup or No-show | No refund |
Operator cancellation: If we cancel for reasons within our control, you receive a full refund to the original payment method (typically 7–14 business days, gateway dependent).
7No-show & waiting policy
- No-show: you’re not at the pickup point and unreachable after 15 minutes (airport: after 60 minutes from landing unless extra time requested). No-shows are charged in full.
- For flights, we monitor public info but rely on the contact number you provide. Please notify us of delays/changes.
8Passenger conduct & safety
- Seatbelts must be worn where fitted.
- Dangerous, illegal, or disruptive behaviour may result in refusal/termination of service without refund.
- No smoking or open alcohol on board.
- You are responsible for your group’s conduct and any damage or excess cleaning (e.g., sickness) – fixed cleaning fee KES 5,000 or actual cost, whichever is higher.
9Luggage & property
- Reasonable luggage is permitted; advise us of oversized/fragile items in advance.
- We are not liable for loss/damage to luggage unless caused by our negligence.
- Lost property left in vehicles is kept for 30 days; collection/return is at your cost.
10Child seats & accessibility
Please request child seats or accessibility support at booking (subject to availability and local law). You are responsible for correct fitting and use unless otherwise agreed.
11Routes, timing & reliability
- We may choose the route for safety/traffic unless a specific route is agreed in writing.
- Journey times are estimates; traffic, weather, roadworks, checkpoints and incidents can cause delays.
- We are not liable for consequential losses (missed flights, events, accommodation, etc.). Please allow sufficient time and consider travel insurance.
12Vehicle availability & substitution
We aim to supply the booked vehicle type; however, a comparable or larger vehicle may be provided at no extra cost when operationally necessary.
13Force majeure
We are not responsible for failure or delay caused by events beyond our reasonable control (e.g., severe weather, natural disasters, strikes, road closures, public unrest, government actions, pandemics).
14Corporate accounts
Approved organisations may travel on invoice subject to credit checks and agreed payment terms (default 14 days from invoice). Late payment may attract interest at the CBK base rate + 3% and collection costs.
15Privacy & communications
- We process personal data (names, contacts, itinerary, payment tokens) to manage your booking, comply with law, and improve service.
- Operational messages (confirmations, reminders, receipts) are necessary. Marketing messages are sent only with consent; you can opt out anytime.
- Payments are handled by reputable gateways; we do not store full card details.
- See our Privacy Notice for details.
16Website use
- Content on goshenishuttle.com is provided “as is” and may change without notice.
- You must not attempt to compromise the site, scrape data, or misuse our systems.
- All site content, trade names and logos are our intellectual property or used with permission.
17Complaints
Please contact us within 7 days of service completion at hello@goshenishuttle.com with your booking reference. We aim to respond within 2 business days and resolve promptly.
18Liability
- Our total liability for claims arising from a booking is limited to the fare paid for that booking, except where prohibited by law.
- Nothing limits liability for death or personal injury caused by our negligence or fraud.
19Governing law & jurisdiction
These Terms are governed by the laws of Kenya. You agree to the exclusive jurisdiction of the Kenyan courts (Nairobi), subject to any mandatory consumer rights.