Consumer Redress, Refund and Complaints Policy

PART I: CONSUMER REDRESS POLICY

1. PURPOSE OF THIS POLICY

This Consumer Redress, Refund and Complaints Policy (“Policy”) establishes the strict internal administrative protocols through which users of Safari Wallet KE may report operational anomalies, log administrative grievances, and seek internal adjustments.

• This Policy applies strictly to systemic platform operational matters, including verified technical transaction failures, duplicate charge anomalies, or in-app Token ledger errors.
• This Policy sets up a mandatory dispute resolution mechanism under the laws of Kenya. It does not create any right to cash payouts, commercial damages, or consequential tortious compensation.
• For the avoidance of doubt, Safari Wallet KE operates exclusively as a technology facilitator and closed-loop prepaid voucher issuer. Any downstream service failure, cancellation of excursions, itinerary default, or property negligence caused by independent third-party vendors rests entirely outside the scope of this Policy and is subject to the provisions of the relevant section in this policy.

2. IMPORTANT NOTICE REGARDING THE PREPAID SERVICE MODEL

Safari Wallet KE operates strictly as a closed-loop, prepaid digital travel utility platform. Safari Tokens are non-monetary digital vouchers representing a prepaid entitlement to services hosted by our partners. You explicitly acknowledge and contractually agree that Safari Tokens are NOT:

• Banking deposits, savings balances, or stored monetary value.
• Securities, investment products, shadow currencies, or interest-bearing assets.
• Legal tender, or cash held by the Company for liquidation, withdrawal, or redemption on demand.

Accordingly, the Company maintains zero banking or fiduciary duties to you. The Company's absolute liability for any technical failure is strictly capped at the specific transaction value under the limits established in Part II.

3. CONSUMER REDRESS PRINCIPLES

While the Company strives to review internal grievances with transparency and fair diligence, the operational principles listed below do not expand the Company’s statutory liability, nor do they waive any contractual protections, liability caps, or disclaimers established in our Master Terms and Conditions. Any internal adjustments or credits provided by the Company are executed on a purely discretionary, ex-gratia basis.

PART II: REFUND POLICY

4. GENERAL REFUND PRINCIPLE

• All Safari Token purchases are final, irreversible, and strictly non-refundable. Changes of mind, personal financial shifts, travel plan alterations, or accidental self-inflicted transactions do not create any right to a refund or currency conversion.
• A claim for a refund can only be evaluated if the tokens remain entirely unredeemed within the user's digital wallet, and strictly under the extreme exceptions listed in Sections 5 and 6 of this Policy.
• If the Company, in its sole and unreviewable discretion, approves an exceptional refund application for unredeemed tokens, a mandatory administrative processing and liquidation fee of fifteen percent (15%) of the total token value shall be automatically deducted. Any approved payment will be issued net of this 15% administrative penalty.
• Once a Safari Token is redeemed and converted into a Digital Redemption Voucher, it leaves the Safari Wallet KE ecosystem completely. The Token ceases to exist as a platform utility asset.
• Any cancellation, refund, reschedule, or financial dispute regarding a generated voucher is governed exclusively by the independent terms, booking conditions, and policies of the respective tours, experiences, and events partners.
• The Company disclaims all liability for the acts, omissions, defaults, bankruptcies, cancellations, or poor services of any partner or third party. By executing a redemption request, the User irrevocably releases Safari Wallet KE from any downstream claims.

5. REFUND OF FAILED PAYMENT

Where a User’s payment source is successfully debited, but a system infrastructure fault fails to credit the corresponding Token allocation to the in-app wallet, the User must file a report within forty-eight (48) hours.

• The Company will verify the event using transaction references, payment confirmation logs, technical server telemetries, and token ledger tables.
• If a payment failure is verified as a Company-side bug, the Company will Credit the appropriate unallocated Token balance to the user's wallet;
• The Company accepts zero liability for transaction delays, settlement lags, frozen funds, or technical downtime caused by telecom operators (Safaricom/Airtel), central bank clearing switches, or commercial banking networks.

6. DUPLICATE PAYMENTS

Where a user is charged more than once for the same Token transaction due to a verified duplicate payment, the Company will investigate the transaction.

• Where an internal system error causes a user to be charged more than once for a single Token acquisition request, the Company will audit its transaction logs.
• If a duplicate payment is verified by our database engineers, the Company will reverse the duplicate charge through the original payment channel and adjust the token ledger balances accordingly.
• Multiple distinct transactions executed by a user due to user-side interface spamming, impatience, or device lag do not constitute system duplicate payments. The user assumes full financial liability for multiple self-initiated token tranches.

7. INCORRECT TOKEN BALANCE

If a User asserts that their token wallet balance contains a numerical discrepancy, they must lodge an entry audit request through the designated helpdesk portal containing:

• Registered telephone number/email, the unique payment gateway reference keys, dates, times, and screenshots of the discrepancy.
• The Company’s internal ledger and cryptographic database tables shall serve as the sole, final, and definitive source of truth regarding token balances. If an error is verified on our server side, the Company will adjust the balance inside the wallet. The Company is completely insulated from any claims of loss of travel opportunity or dynamic price increases during the auditing window.

8. UNAUTHORISED TRANSACTIONS

Users have a strict, non-delegable duty to protect their platform access credentials, authentication codes, device integrity, and PINs.

• Upon receiving a report of a suspected account compromise, the Company may freeze the wallet to prevent token drains. The Company is completely insulated from any liability for missed tour bookings or expired vouchers during this investigative freeze.
• The Company accepts zero financial liability for unauthorized token redemptions, wallet depletions, or voucher generation resulting from user-side negligence, including phished credentials, shared OTPs, un-secured mobile devices, or social engineering scams. The User bears 100% of the loss for self-compromised security perimeters.

9. CHANGE OF MIND

9.1 The purchase of Safari Tokens constitutes an immediate, irrevocable conversion of fiat currency into closed-loop digital travel service utilities for future redemption. Under no circumstances shall a User be entitled to a cash refund, mobile money reversal, or currency exit solely on the basis of a change of mind, personal scheduling alteration, or a unilateral decision to cease using the Platform.

9.2 Strict Limitation of Promotional Exceptions

Where the Company explicitly launches a marketing campaign or promotional tier that features a separate, clearly defined cancellation window, those specific campaign terms shall govern that transaction. Outside of such highly distinct, express marketing exceptions, the zero-cash-refund policy stands absolute and non-negotiable.

10. UNUSED TOKENS

10.1 Unused Safari Tokens stored within a User’s digital wallet possess zero fiat equivalence and cannot be liquidated or redeemed for cash. Stored Tokens exist strictly as a non-monetary, prepaid entitlement to travel vouchers and platform utilities.

10.2 Contingent Redemption Parameters

The accumulation of utility balances via the #TripSave feature or direct purchases does not guarantee the availability or static pricing of any specific travel product. A User’s right to redeem active Tokens for vouchers is strictly contingent upon, and subject to:

• Dynamic real-time room, tour, or vehicle availability.
• The independent operational terms and pricing shifts of third-party Partner vendors.
• Variable seasonal booking rules and black-out dates enforced by field hosts.
• Absolute expiry parameters, system transaction velocity thresholds, and minimum/maximum token redemption allocations defined by the platform interface.

11. EXPIRED TOKENS OR VOUCHERS

11.1 Zero Residual Value Upon Expiry

Where Safari Tokens or system-generated Digital Redemption Vouchers carry an explicit validity window or expiration date, it is the sole, non-delegable duty of the User to monitor and utilize those assets before the deadline. Upon passing the expiration timestamp, the affected Tokens or Vouchers automatically expire, carry zero residual economic value, and are permanently forfeited.

11.2 Discretionary Concessions and Estoppel Exclusion

Any decision by the Company to revalidate, extend, or replace an expired voucher with an alternative service is executed strictly as a one-off, ex-gratia accommodation. Such actions are at the Company's sole and unreviewable discretion. They do not constitute an admission of liability, do not create a past precedent, and cannot be used by the User to assert an estoppel claim for future concessions.

12. CANCELLATION OF TOURISM SERVICES

12.1 Domination of Independent Partner Policies

The moment a User redeems Safari Tokens to lock in a tour, event, experience, or hospitality booking, the transaction moves entirely outside the control of Safari Wallet KE. Any subsequent cancellation request initiated by the User is governed strictly and exclusively by the independent cancellation frameworks of the respective Partner vendor.

12.2 Acknowledgement of Non-Refundability Parameters

The User explicitly acknowledges that hotels, transport providers, excursion operators, and event hosts enforce distinct, highly aggressive cancellation windows, non-refundable deposit matrices, and operational cost-recovery models. The Company is completely insulated from any liability for financial penalties, forfeited vouchers, or lost token balances resulting from a User’s failure to comply with a Partner’s independent cancellation timelines.

13. FAILURE BY A TOURISM SERVICE PROVIDER

13.1 Third Party Partner Service Failures

Safari Wallet KE operates solely as a digital technology application and marketplace platform. The Company does not own, manage, operate, or maintain any hotels, safari vehicles, tour routes, or event venues.

13.2 Limitation of Recourse and Administrative Assistance Limits

If a Partner vendor defaults on their obligations, files for insolvency, cancels an experience, or denies service to a valid voucher holder, the User’s legal cause of action for breach of contract lies solely and exclusively against that defaulting vendor.

• While the User must report the default to the Company within forty-eight (48) hours, any subsequent administrative assistance provided by Safari Wallet KE is strictly optional.
• At its sole option, the Company may attempt to negotiate a replacement booking, offer an alternative vendor voucher, or reinstate the underlying Tokens. However, the Company assumes no liability for the default itself and is under no legal obligation to issue a cash refund or financial indemnity for third-party failures.

Where the third-party provider is independently responsible for the failure, the Company may assist with the complaint without assuming obligations that legally belong to that provider.

14. SERVICE QUALITY COMPLAINTS

14.1 The Company does not screen, guarantee, or warrant the real-world quality, physical safety, luxury standards, operational hygiene, or legality of any accommodation, transport vehicle, excursion route, or event execution provided by independent Partners. All services are redeemed on an "as-is" and "as-available" basis from the field hosts.

14.2 Absolute Tortious and Emotional Distress Waivers

The Company explicitly cleanses itself of all branding or product mentions outside of tours, experiences, and events-related services. The Company shall not be named as a party in any civil lawsuits, consumer claims, or regulatory filings arising from bad hotel facilities, tour delays, trip cancellations, injuries, or personal dissatisfaction. The User completely waives any right to claim emotional distress, ruined vacation damages, or loss of enjoyment payouts from Safari Wallet KE.

15. PARTIAL SERVICE DELIVERY

15.1

In the event that an excursion, event, or tour is cut short or partially executed due to field complications or vendor adjustments, any internal credit evaluation is performed on a purely discretionary basis.

15.2 Allocation Parameters

The User explicitly agrees that a partial service failure does not create an automatic right to a pro-rata monetary or Token reversal. Any adjustment calculation will strictly subtract the vendor's unrecoverable operational costs, administrative asset allocations, and non-refundable booking fees already deployed in the field.

16. CANCELLATION BY SAFARI WALLET KE

16.1 Internal Hard Payout Cap

Where Safari Wallet KE is forced to cancel a technical platform feature or systemic redemption allocation due to internal operational issues directly under its control, the Company’s total liability is strictly capped. The Company may choose to reinstate the exact number of disputed Tokens to the user’s wallet or push a credit note. In no event shall the Company's financial payout exceed the value of the specific token fee processed for that individual transaction segment.

16.2 External Triggers

If the cancellation is triggered by external network failures, partner system disconnects, or upstream payment clearing issues, the Company is completely released from liability, and remedies will be delayed until the underlying infrastructure is restored.

17. FORCE MAJEURE

17.1 Complete Suspension of Performance Obligations

The Company, its technical operators, and its network partners shall be completely released from all performance obligations, data processing duties, token ledger accuracy timelines, and voucher redemptions if operations are interrupted, delayed, or made impossible by a Force Majeure event.

17.2 Scope of Force Majeure Events

Force Majeure encompasses any event completely beyond the reasonable control of the Company, including but not limited to:

• Acts of God: All forms of natural disasters, flash floods, fires, severe weather anomalies, or volcanic eruptions.
• Public Disruptions: Civil wars, riots, acts of terrorism, strikes, political blockades, or regional transport shutdowns.
• State Actions: Sudden government travel bans, structural currency devaluations, curfews, or pandemic lockdowns.
• Technical Failures: National fiber-optic cable cuts, localized or regional internet blackouts, automated M-Pesa or banking rail disruptions, cloud host cloud collapses, and sophisticated state-sponsored cyber warfare.
• Any form of event or occurrence completely out of the company’s control;

17.3 Preservation of Capital Defenses Under Law

While the Company will make good-faith efforts to redirect booking assets once a Force Majeure event settles, the Company shall incur zero financial liability for non-performance, lost itineraries, expired seasonal tokens, or ruined bookings during the crisis. In strict alignment with Kenyan statutory frameworks, the Company will not unlawfully retain funds where a regulatory body explicitly orders a complete reversal, but the user explicitly waives any right to demand damages or interest fees during the systemic hold period.

18. REFUNDS FOR TECHNICAL ERRORS

18.1 Technical Error Categorization and Isolation

This clause governs instances where a verified, internal backend server infrastructure failure directly results in double charging, incorrect Token deductions, erroneous wallet balance allocations, system-side failed redemptions, duplicate voucher outputs, or computational errors on service charges.

18.2 Pending Internal Audits

• The Company shall have an unreviewable, exclusive thirty (30) business day window to run forensic logs and server telemetry to verify any alleged technical failure.
• The Company's immutable server ledgers and backend logs shall stand as the supreme, absolute source of truth. Any user-side assertions, client-side application cache screenshots, or third-party device logs that conflict with our database engineers' reports shall be summarily dismissed as legally void.

18.3 Technical Liability Remedies

• Where a technical error is verified by our core engineering team and found to be solely and directly attributable to a glitch inside the Company's proprietary code, the Company’s absolute liability is strictly limited to correcting the transaction via an in-app Token ledger adjustment or issuing a replacement digital voucher.
• In no event shall a technical platform error entitle the User to cash conversions, mobile money (M-Pesa) extractions, or civil damages.
• The Company, its directors, and its operators are completely insulated from, and the User fully waives, any claims for external losses driven by platform anomalies. This includes, without limitation, ruined travel schedules, missed event entries with tours, experiences, and events-related vendors, dynamic price updates, or personal inconveniences occurring while technical systems are being restored.

19. REFUND METHOD

19.1 Mandatory Original Source Reversion

In the highly exceptional event that a fiat monetary refund is formally approved in writing by the Company, the funds shall be returned strictly and exclusively through the exact payment gateway or channel from which the initial transaction originated. Depending on the source, processing is restricted to:

• Mobile Money Reversals: Directly to the specific applicable mobile money wallet that loaded the digital assets.
• Bank/Card Rails: Direct credit to the originating commercial banking account or payment card via our integrated payment gateways.

19.2 Anti-Money Laundering and Account-Matching Controls

• The Company is strictly bound by the Proceeds of Crime and Anti-Money Laundering Act (POCAMLA) of Kenya.
• Under no circumstances shall a refund be processed, directed, or diverted to an unrelated third party, an unverified account, or a different mobile money profile. The User must pass complete biometric or statutory identity verification before any funds leave the ecosystem.

20. REFUND PROCESSING TIME

20.1 Discretionary Initiation and Banking Settlement Windows

Following the formal, written approval of a refund by the Company, the administrative initiation of the payout will occur within a reasonable operational period. The User explicitly acknowledges that Safari Wallet KE does not control real-time settlement rails.

20.2 Infrastructure Bottleneck Carve-Out

The timeline required for funds to reflect in the User's external balance is completely dependent on third-party factors, including bank clearing houses, card networks, mobile money downtime, public holidays across Kenya, or mandatory fraud-velocity verification windows. The Company is completely insulated from, and the User fully waives, any claims for damages, interest penalties, lost travel opportunities, or financial inconveniences caused by delays within external banking or payment infrastructures.

PART III: COMPLAINTS AND CONSUMER REDRESS PROCEDURE

21. HOW TO MAKE A COMPLAINT

To register a valid operational grievance, the User must strictly utilize the following official, monitored communication channels. Any dispute sent to personal staff accounts or alternative platforms shall be legally void:

• Official Corporate Support Email: mysafariwalletke@gmail.com
• Designated Postal Vault: Whistle Africa Tours and Events, P.O. Box 92 - 20100, Nakuru, Kenya.
• In-App Portal: The specific designated ticket console built inside the Safari Wallet KE user interface.

22. INFORMATION REQUIRED

22.1 Strict Minimum Submission Requirements

The Company will not process or open an investigation into any anonymous or unverified grievance. A formal ticket must contain: full legal matching name, registered mobile identity, the unique payment gateway reference hashes, exact timestamps, a detailed breakdown of the field incident, the target voucher reference numbers, and un-edited graphical evidence (screenshots).

22.2 Credential Protection and Ultimate Risk Allocation

Users are strictly forbidden from submitting passwords, M-Pesa PINs, card CVVs, or OTP security keys to support staff. If a User transmits their confidential authentication data inside a support request and suffers a wallet drain, the User assumes 100% of the financial loss, and the Company is completely released from liability.

23. COMPLAINT ACKNOWLEDGEMENT

The Company will, where reasonably practicable, acknowledge receipt of a complaint and assign an internal reference number.

The tracking references generated by the Company's ticketing infrastructure serve strictly as internal sorting metadata. The assignment of a reference number does not constitute an admission of system fault, a confirmation of transaction failure, or a promise of remediation by Safari Wallet KE.

24. INITIAL REVIEW

Upon receipt of a verified ticket, the Company's internal administrators will review the system ledger, server tracking logs, token database tables, and communication footprints. The Company’s internal system telemetry and immutable server logs shall serve as the supreme, definitive source of truth regarding the transaction. Any user-side assertions that conflict with our database engineers' reports shall be summarily dismissed.

25. INVESTIGATION

The investigation of any platform grievance will follow a compartmentalized internal structure (Customer Support, Finance, Technology, Operations, Partner Management, and Legal). The User acknowledges that investigations require technical and field coordination with independent tours, experiences, and events-related vendors. The Company is granted a non-deletable investigative buffer window to process these records without incurring claims for operational delays.

26. REQUEST FOR ADDITIONAL INFORMATION

The Company reserves the unilateral right to demand certified proofs of identity, original payment statements, or field communications at any time. If a User fails, refuses, or delays in providing the requested documentation within seventy two (72) hours of a prompt, the Company shall instantly close the investigation, and the User permanently forfeits all associated claims against the platform.

27. DECISION

Following an internal audit, the Company holds the absolute, unreviewable administrative right to uphold, partially uphold, or reject the complaint in its entirety. The Company may choose to provide a one-off token adjustment, issue an alternative travel voucher, or refer the matter directly to the field Partner. The final decision delivered by the Company shall stand as an absolute administrative barrier against subsequent internal appeals..

28. INTERNAL REVIEW / APPEAL

If a User objects to an initial decision, they must submit a formal written application for internal review within forty-eight (48) hours. This application must explicitly demonstrate clean, un-submitted material evidence of a database or field failure. Failure to execute this internal review step bars the user from asserting that the Company acted negligently or failed to provide a fair consumer redress avenue.

29. EXTERNAL REDRESS

• In strict alignment with the statutory protections of the Republic of Kenya, nothing within this Policy strips away the user's right to bring an unresolved dispute before a competent regulatory body or consumer mechanism.
• However, the User explicitly contracts and agrees that before escalating any dispute to an external court or public regulator, the parties must submit the claim to binding individual arbitration in Nairobi, Kenya, under the provisions of the Arbitration Act, 1995. Each party shall bear their own legal overheads, and the User completely waives the right to launch class-actions against Whistle Africa Tours and Events.

30. CONSUMER PROTECTION

• Safari Wallet KE operates in structural harmony with Kenyan consumer safety laws and the Competition Act. This document is explicitly drafted to fulfill transparency and administrative compliance duties.
• If any specific clause, word, or liability limitation within this Policy is found by an authorized arbitrator or court of competent jurisdiction to be invalid or contrary to a mandatory provision of Kenyan law, that specific element shall be severed from the contract, and all remaining clauses, disclaimers, and zero-liability caps shall continue to bind the User with full force and effect.

PART IV: FRAUD AND ABUSE

31. FRAUDULENT REFUND CLAIMS

The Company reserves the unilateral, unreviewable right to audit, flag, and investigate any redress or adjustment request where it suspects misrepresentation, bad faith, or manipulation.

• This includes fabricated transaction failures, false claims of service non-delivery by tours, experiences, and events-related vendors, digitally altered screenshots, duplicate filings for single events, or engineered claims of account takeovers.
• Where fraud is flagged, the Company shall instantly freeze the entire wallet balance and block account access without notice. The Company is completely insulated from any liability for missed trips, expired third-party tickets, or emotional distress occurring during this investigative lock up.
• Fraudulent claims will be reported immediately to integrated payment gateways (Safaricom/M-Pesa), credit reference bureaus (CRBs), and Kenyan law enforcement authorities (DCI) along with full identity logs, bypassing standard data privacy holds under our statutory fraud prevention exemptions.

32. ABUSE OF REFUND PROCEDURES

Users are strictly prohibited from utilizing the complaint infrastructure to exploit platform mechanics or force unwarranted concessions. Repeated, vexatious, or bad-faith filings will trigger immediate corporate sanctions at the Company’s absolute discretion, including:

• Permanent termination of the profile and total forfeiture of all unredeemed Safari Tokens.
• Immediate cancellation of active Digital Redemption Vouchers without compensation or replacement.
• Blacklisting of the user’s national identification number and device IMEI codes across the network.

33. ACCOUNT SUSPENSION DURING INVESTIGATION

The Company maintains the right to enforce preventative suspension on any account during active audits for chargebacks, suspicious transaction velocities, or identity anomalies. The User acknowledges and agrees that the Company shall incur zero financial or legal liability for freezing stored assets, delaying travel redemptions, or causing no-show defaults with vendors during the investigative window.

PART V: RECORDS AND DATA PROTECTION

34. COMPLAINT RECORDS

All technical telemetry, written transcripts, audio recordings, and operational decisions generated during a redress process are the exclusive property and records of the Company. These logs are stored securely for accounting integrity, anti-money laundering (AML) preservation, and litigation defense.

35. PERSONAL DATA

Pursuant to the Data Protection Act, 2019, personal data collected during disputes may be shared with payment providers, lawyers, statutory regulators, insurers, and tours, experiences, and events-related vendors to cross-check field claims. The User grants absolute cross-sharing authorization and explicitly waives any data leak or privacy claims against Safari Wallet KE for downstream disclosures required to investigate a filed dispute.

PART VI: SPECIAL TRANSACTION SCENARIOS

36. PAYMENT DEBITED BUT WALLET NOT CREDITED

Where an external payment network processes a deposit, but a technical glitch prevents the allocation of Safari Tokens, the User's sole remedy is to file a verified reference log. The Company’s liability is strictly limited to matching the token balance once third-party gateway reconciliation confirms the successful settlement of funds into the Company's corporate bank accounts. The user waives all interest claims or pricing variation liabilities for delays driven by payment network clearings.

37. WALLET DEBITED BUT SERVICE NOT REDEEMED

If tokens are deducted but a verified Company-side software crash fails to issue a Digital Redemption Voucher, the Company’s sole obligation is to reverse the specific token deduction back to the in-app wallet balance. The User explicitly releases the Company from any liability if the target tour, event ticket, or hotel room booking increases in price or becomes unavailable during the technical repair window.

38. VOUCHER GENERATED BUT SERVICE PROVIDER REFUSES SERVICE

If a system-generated Voucher is valid, but an independent tour guide, safari operator, event host, or hotel refuses service execution, the liability for breach of contract rests solely and exclusively with that independent partner.

The Company is completely insulated from any liability for financial damages, transportation re-routing costs, or property denials caused by the vendor. While the Company may optionally liaise with the vendor to request a replacement voucher or execute a discretionary token reinstatement, it assumes zero contractual liability for the vendor’s field actions, operational rules, or commercial defaults.

39. USER FAILS TO ATTEND A BOOKED SERVICE OR REDEEMED TOKEN

If a User fails to attend, check in, or arrive at a redeemed token or booked hotel, experience, excursion, or event route ("No-Show"), the transaction is governed entirely by the strict forfeiture parameters of that specific field vendor. A No-Show results in the automatic forfeiture of the underlying voucher value. The User has zero legal right to token reinstatement, cash conversion, or platform-side compensation for self-inflicted attendance failures.

40. SERVICE PROVIDER CANCELS

If a confirmed tour or event is cancelled directly by the field Partner due to vendor insolvency, operational closures, or independent scheduling shifts, Safari Wallet KE’s responsibility is strictly limited to administrative assistance. The User explicitly waives any right to demand cash refunds from the Company. The Company may, on a purely ex-gratia basis, credit alternative tokens to the wallet or swap the voucher to a different partner, subject to availability.

41. NATURAL OR OPERATIONAL DISRUPTION

Where travel packages, excursions, or event executions are disrupted, cancelled, or cut short by weather anomalies, road closures, government curfews, political demonstrations, or public transit strikes, the Company is entirely released from performance. The availability of solutions depends strictly on the independent partner's field rules and active insurance allocations. The User assumes all environmental and structural force majeure risks when booking excursions.

PART VII: ACCOUNT CLOSURE

42. ACCOUNTS TERMINATION LOCK AND TOKEN CONVERSION WALL

A User may request the deletion of their profile at any time; however, the request will be automatically denied if there are any outstanding bookings, pending fraud reviews, active disputes, or tax verification holds. The voluntary closure of an account does not create, trigger, or imply any right to cash out or liquidate stored Safari Tokens. Any unused tokens remaining at closure carry zero monetary value and are permanently retired.

43. EXPULSION AND INDEFINITE DATA RETENTION RIGHT

Where the Company terminates an account due to system exploits, fraud, or violation of the Terms, all platform access is permanently severed. The Company retains the statutory right to lock and hold all records, balance logs, and transaction profiles indefinitely to defend against future regulatory filings or support police investigations.

Where funds or Token value are subject to a legitimate dispute, the Company may retain relevant records and take appropriate steps pending resolution.

PART VIII: GOVERNING LAW

44. GOVERNING LAW

This Policy shall be exclusively governed by, construed, and enforced in accordance with the laws of the Republic of Kenya, under the exclusion of any conflict of law rules.

45. JURISDICTION

Subject to any mandatory statutory dispute-resolution mechanism or consumer remedy, disputes arising from this Policy shall be subject to the jurisdiction of the competent courts of Kenya.

46. POLICY REVIEW

The Company reserves the absolute, unilateral right to adjust, rewrite, or replace this Policy at any time without prior individualized consent. The placement of an updated timestamp on the "Last Updated" section serves as complete and binding notification to the user base. Continued platform use implies definitive contract acceptance.

47. CONTACT

Safari Wallet KE – Customer Redress Department
P.O. Box 92 - 20100
Nakuru, Kenya

Email: mysafariwallet@gmail.com