Kitlio Terms and Conditions

These Terms & Conditions apply to all bookings and transport services provided by Kitlio Executive Transfers through our website, by phone, email, WhatsApp, SMS, or any other official booking channel.

By using our website or booking any service with Kitlio Executive Transfers, you agree to be bound by these Terms & Conditions.

Website: https://kitlioexecutive.com
Phone: 0748 730731
Email: bookings@kitlioexecutive.com

1. Bookings

To request a quote or make a booking, you must provide accurate contact and trip details, including your full name, phone number, email address, pickup location, destination, travel date, travel time, number of passengers, and any special requirements.

Bookings are subject to vehicle availability and confirmation by Kitlio Executive Transfers.

We recommend that bookings are made in advance to allow enough time for scheduling, vehicle allocation, and chauffeur preparation. For urgent or same-day bookings, please contact us directly by phone or WhatsApp.

Kitlio Executive Transfers reserves the right to assign or change a vehicle or chauffeur where necessary, provided the replacement is suitable for the service booked.

We may use carefully selected partner or subcontracted vehicles where required to fulfil a booking. Any such vehicle will be expected to meet our service standards.

2. Customer Information

By providing your contact details, you allow Kitlio Executive Transfers to contact you regarding your booking, quotation, payment, service updates, or related transport arrangements.

We will not sell your personal information to third parties. Your information will only be used in line with our Privacy Policy and for purposes directly related to your enquiry or booking.

3. Service Responsibilities

Kitlio Executive Transfers will make every reasonable effort to ensure that vehicles arrive on time and that services are delivered professionally.

However, we shall not be responsible for delays or service interruptions caused by circumstances beyond our reasonable control, including traffic congestion, road closures, accidents, vehicle breakdowns, severe weather, security restrictions, government directives, flight delays, or other unforeseen events.

Our chauffeurs will drive safely and responsibly, in accordance with Kenyan traffic laws, road conditions, and legal speed limits.

Unless the customer gives specific route instructions at the time of booking, the chauffeur will use the most appropriate route based on traffic, safety, road conditions, and timing.

4. Passenger Conduct

Passengers are expected to behave respectfully towards the chauffeur, vehicle, and other passengers.

Kitlio Executive Transfers reserves the right to refuse or terminate a service where a passenger is abusive, threatening, violent, heavily intoxicated, under the influence of drugs, or behaving in a way that may endanger the chauffeur, vehicle, or other passengers.

No refund will be issued where a journey is refused or terminated due to unacceptable passenger conduct.

Smoking is not allowed inside our vehicles. If needed, the chauffeur may allow reasonable stopovers for smoke breaks where safe and practical.

5. Vehicle Care and Damage

Customers are responsible for any damage caused by themselves or their passengers to the interior or exterior of the vehicle.

Where damage, excessive dirt, spillage, or misuse occurs, the customer will be charged for cleaning, repairs, valeting, replacement parts, loss of use, or any other reasonable cost required to restore the vehicle to proper working condition.

6. Luggage

Passengers are responsible for ensuring that their luggage is suitable for the vehicle booked.

Kitlio Executive Transfers reserves the right to refuse excess luggage where it cannot be safely accommodated in the selected vehicle.

To avoid inconvenience, customers should inform us in advance if they are travelling with large, bulky, fragile, valuable, or excess luggage so that a suitable vehicle can be recommended.

All personal belongings and luggage are carried at the customer’s own risk. Kitlio Executive Transfers shall not be liable for loss, theft, or damage to personal items unless caused by proven negligence on our part.

7. Lost Property

If any item is left in one of our vehicles, we will make reasonable efforts to locate and return it to the customer.

Customers should contact us as soon as possible after noticing a missing item.

Kitlio Executive Transfers is not responsible for any loss or damage to items left in the vehicle, but we will assist in good faith where possible.

8. Pets

Pets may only be transported by prior arrangement.

Customers must inform us before the booking is confirmed if they wish to travel with a pet. We reserve the right to accept or decline such requests depending on the vehicle, journey type, and safety considerations.

Where a pet causes damage or excessive cleaning is required, the customer will be responsible for the related cost.

9. Airport Transfers

For airport pickup services, customers must provide accurate flight details at the time of booking.

Kitlio Executive Transfers may monitor flight information where flight details are provided, but customers remain responsible for notifying us of any major changes, cancellations, or delays.

Airport pickup may include a reasonable waiting period from the confirmed landing time. Additional waiting time beyond the agreed allowance may be charged.

Airport drop-off and transfer bookings may include a limited waiting period at the pickup location. Extra waiting time may be charged at the applicable rate.

Meet-and-assist, airport parking, tolls, expressway charges, or other third-party charges may be billed separately unless expressly included in the confirmed quotation.

10. Waiting Time and Delays

Waiting time may apply where the chauffeur is required to wait beyond the agreed pickup time or agreed waiting allowance.

If the customer is delayed, they should contact Kitlio Executive Transfers immediately.

Where a customer fails to appear at the agreed pickup location and cannot be reached within a reasonable time, the booking may be treated as a no-show and may be charged in full.

11. Changes to Bookings

Any changes to a confirmed booking must be communicated to Kitlio Executive Transfers as early as possible.

Changes may include pickup time, pickup location, destination, additional stops, number of passengers, vehicle type, waiting time, or journey duration.

Any change that affects the original quotation may result in additional charges.

Changes are subject to availability and operational feasibility.

12. Pricing and Payments

All prices are quoted in Kenya Shillings unless otherwise stated.

Payment terms will be communicated at the time of booking or quotation. Kitlio Executive Transfers may require full or partial payment before the service is provided.

Additional charges may apply for extra waiting time, additional stops, parking fees, tolls, expressway charges, out-of-town travel, late changes, extended hire, cleaning, or any service not included in the original quotation.

A booking is only confirmed once Kitlio Executive Transfers has accepted the booking and, where applicable, payment or deposit has been received.

13. Cancellations and Refunds

Cancellation terms may vary depending on the type of service, vehicle, booking value, and notice period.

Where a customer cancels a confirmed booking, cancellation charges may apply.

For standard single-vehicle bookings, cancellations made within a short period before the scheduled pickup time may be partly or fully non-refundable.

For multiple-vehicle bookings, event transport, conference transport, long-distance travel, safari transfers, or customized transport arrangements, stricter cancellation terms may apply due to vehicle allocation, planning, and operational commitments.

No refund will be issued where the customer fails to appear at the agreed pickup point, provides incorrect booking details, or cancels after the chauffeur has already been dispatched.

Any approved refund, credit, or rescheduling will be considered at the discretion of Kitlio Executive Transfers after reviewing the circumstances of the booking.

14. Subcontracted and Partner Vehicles

Where necessary, Kitlio Executive Transfers may use trusted partner vehicles or subcontracted service providers to fulfil a booking.

We will take reasonable steps to ensure that any partner vehicle or chauffeur used for a booking meets acceptable standards of safety, professionalism, and service quality.

15. Insurance and Liability

Vehicles used by Kitlio Executive Transfers or its approved partners are expected to carry appropriate insurance as required by law.

Kitlio Executive Transfers shall not be liable for indirect losses, missed flights, missed appointments, missed events, loss of business, loss of profits, or other consequential losses arising from delays, cancellations, traffic, road conditions, or events outside our reasonable control.

Nothing in these Terms & Conditions excludes any liability that cannot be excluded under applicable law.

16. Complaints

If you are dissatisfied with any part of our service, please contact us as soon as possible.

Complaints should be submitted within 7 days of the booking date to allow proper investigation.

You can contact us through:

Phone: 0748 730731
Email: bookings@kitlioexecutive.com

Kitlio Executive Transfers will review complaints fairly and may, where appropriate, offer a resolution, refund, partial refund, credit, or service adjustment.

17. Data Protection and Privacy

Kitlio Executive Transfers respects your privacy.

Any personal information provided during enquiry, quotation, booking, payment, or service delivery will be handled in line with our Privacy Policy and applicable data protection requirements.

We use customer information only for legitimate business purposes, including processing bookings, communicating with customers, managing payments, improving our services, and meeting legal or operational requirements.

We do not store payment card details on our website or systems unless expressly handled through a secure and authorised payment provider.

18. Fraud Prevention

Kitlio Executive Transfers reserves the right to cancel or refuse any booking where we reasonably suspect fraud, misuse, false information, unauthorised payment, chargeback abuse, or illegal activity.

This may include situations where:

• The customer provides incomplete, inaccurate, or inconsistent booking information.
• The payment holder disputes or denies authorising the transaction.
• The booking details appear suspicious or linked to previous fraudulent activity.
• The customer refuses to provide necessary information to verify the booking.
• The booking appears to be connected to unlawful or unsafe activity.

Where fraud is suspected, Kitlio Executive Transfers may cancel the booking without prior notice.

19. Website Use

The content on our website is provided for general information and booking purposes.

We make reasonable efforts to keep website information accurate and updated, but we do not guarantee that all content, prices, vehicle availability, or service details will always be error-free.

Kitlio Executive Transfers may update website content, pricing, vehicle information, service descriptions, and these Terms & Conditions at any time without prior notice.

20. Governing Law

These Terms & Conditions shall be governed by the laws of Kenya.

Any dispute arising from the use of our website or services shall first be handled through good-faith discussion between the customer and Kitlio Executive Transfers. Where a resolution cannot be reached, the matter may be referred to the appropriate courts or dispute resolution bodies in Kenya.

21. Contact Us

For bookings, enquiries, complaints, or clarification about these Terms & Conditions, please contact:

Kitlio Executive Transfers
Phone: 0748 730731
Email: bookings@kitlioexecutive.com