1. How a booking is confirmed
You create a booking when you complete the online form and proceed to checkout. Your place is confirmed only after successful payment through our payment partner, or after our team confirms an assisted booking in writing by email or WhatsApp.
After payment we send your digital ticket and departure details on WhatsApp. You must provide accurate guest names, a reachable phone or WhatsApp number, preferred date, guest counts and hotel or stay name if you request pickup. Incorrect details can delay departure or require a rebooking.
2. What you are buying
You are booking a listed Diani Excursions Office package at the published KES and USD rate for that activity. Packages include marine trips such as Wasini Island and Kisite Mpunguti Marine Park, glass-bottom reef viewing, sunset dhow cruises and jet ski sessions, plus land experiences such as the Diani market walk, the Swahili home kitchen tour, and Mombasa airport transfers to or from Diani.
The listed rate covers the operator, boat or vehicle, guide and the inclusions described for that package. Kenya Wildlife Service (KWS) conservation tickets for protected waters, personal spending, and optional extras not shown on the package card are separate.
Optional pickup from hotels and resorts in Diani and Ukunda is available when requested at booking. Pickup may carry an extra fee shown in your estimate. Drivers are reserved for your party once confirmed.
3. Minimum numbers, duration and listed rates
Some packages require a minimum group size (for example two guests on the Wasini and Kisite full-day trip). If the minimum is not met, we will contact you to reschedule, combine with another confirmed departure where safe and appropriate, or refund the amount you paid us for that package.
Duration labels on each package are typical operating windows, not a guarantee of an exact clock time. Jet ski sessions are sold per hour. Airport transfers are sold per car, one way, for the guest count stated on the package.
4. Marine park tickets and government fees
Trips that enter Kisite Mpunguti Marine Park require a mandatory KWS conservation ticket. You pay the boat and guide fee online through our platform. You pay the KWS ticket directly to rangers at the marine park gate. KWS operates a cashless system, so you should be ready to pay by M-Pesa or bank card before boarding.
KWS sets its own rates and rules. Those tickets are outside our control and are not refunded by Diani Excursions Office.
5. Conditions, wildlife and activity changes
Marine, beach and road activities depend on weather, sea state, park rules, traffic and safety decisions by the captain, guide or driver. Wildlife, reef visibility and exact itineraries are not guaranteed.
- Wildlife is wild. Snorkeling encounters, reef fish, dolphins and other marine life depend on natural movement, season and water conditions.
- The ocean changes. Wind, tides, swell, visibility and Kenya Wildlife Service instructions may limit or change planned stops on Kisite, Wasini, glass-bottom and dhow trips.
- Land tours follow local conditions. Market walks and kitchen visits may adjust timing, route or menu items for access, supply or guest safety.
- Water sports require fitness. Jet ski sessions may be shortened or declined if sea conditions, age, weight or skill make the activity unsafe. The operator’s safety decision is final.
A change of stop, a shorter window on the water, or wildlife not appearing does not by itself create a refund of the full package.
6. Weather, safety and operator changes
We, the captain, the guide or the driver may delay, shorten, reroute or reschedule a trip when weather, sea state, equipment, park conditions or road conditions make the original plan unsafe or unsuitable.
When we cancel or significantly change a trip for safety or operational reasons, we will offer a new date where possible. If a suitable alternative cannot be arranged, eligible amounts you paid us for that package may be refunded under section 8.
7. Guest cancellations and changes
Cancellation or date-change requests must be sent in writing to bookings@dianiexcursions.co.ke or WhatsApp +254 742 821176, using your booking reference.
- 48 hours or more before the booked departure: you may request a full refund of the package payment you made to us, or a free date change subject to availability.
- Less than 48 hours before departure: package payments are generally non-refundable. We may allow a date change at our discretion if the operator remains available.
- No-show: failure to arrive at the agreed meeting point on time is treated as a cancellation without refund.
Pickup fees already arranged with a driver may be non-refundable once confirmed, because that vehicle is reserved for your party. Airport transfers that miss a flight because the guest was not ready at the agreed time are treated as a completed booking.
8. Refunds
Approved refunds are returned to the original payment method where possible (for example M-Pesa or card via Pesapal). Processing can take several business days after approval, depending on the payment provider and bank.
KWS park tickets paid at the gate, cash spent in markets or restaurants, and third-party purchases are not refunded by Diani Excursions Office.
9. Liability
Boat travel, snorkeling, jet skiing, dhow sailing, beach pickup and road transfers involve inherent risks. Guests participate voluntarily and must follow captain, guide and driver instructions at all times. Life jackets and snorkeling gear supplied on boats must be used as instructed.
To the fullest extent permitted by Kenyan law, Diani Excursions Office and its captains, guides, drivers and partners are not liable for:
- loss or damage to personal belongings left on shore, in vehicles, on a boat or at a tour venue;
- injury arising from failure to follow safety instructions, or from swimming, snorkeling or jet skiing beyond ability;
- disappointment arising from wildlife not appearing, weather delays, traffic, flight changes, or activity changes required for safety or park rules;
- indirect or consequential losses such as missed hotel bookings, flights or other holiday arrangements.
Nothing in this policy excludes liability that cannot lawfully be excluded under Kenyan law.
10. Contact
Questions about bookings or refunds: bookings@dianiexcursions.co.ke · WhatsApp +254 742 821176 · dianiexcursions.co.ke