1. Acceptance of Terms
Please read carefully
By accessing or using Luzora Travel, you agree to be bound by these Terms of Service. If you do not agree, please do not use the platform.
These Terms of Service ("Terms") form a legally binding agreement between you and Luzora Travel ("Luzora", "we", "us", or "our") governing your access to and use of our website at luzoratravel.com, our mobile applications, and all related services (collectively, the "Platform").
2. Eligibility
To use the Luzora platform you must:
- Be at least 18 years of age
- Have full legal capacity to enter into binding agreements under Kenyan law
- Not be subject to any legal prohibition that prevents you from using our services
- Provide accurate, complete, and current registration information
- Not have had a previous Luzora account suspended or terminated for misuse
3. User Accounts
3.1 Account Registration
You may register via email and password or through Google OAuth. You agree to provide truthful, accurate information and to keep it up to date. Each person may hold only one personal traveller account.
3.2 Account Security
You are responsible for maintaining the confidentiality of your login credentials. We strongly recommend enabling two-factor authentication (2FA). You must notify us immediately at support@luzoratravel.com if you suspect unauthorised access to your account.
3.3 Account Suspension & Termination
We reserve the right to suspend or permanently close accounts that violate these Terms, engage in fraudulent activity, or pose a risk to the platform or other users. Where possible, we will notify you before taking action.
4. Platform Roles
The Luzora platform operates across three distinct user roles, each with specific permissions and responsibilities:
- Customers (Travellers): May search, browse, and book accommodation, flights, transport, and experiences. Customers manage their bookings through the customer dashboard and can participate in the loyalty programme.
- Property Partners: Hotels, resorts, and property operators who list properties, manage room inventory, handle reservations, and process guest check-ins via the partner dashboard. Property Partners are bound by our Partner Agreement in addition to these Terms.
- Luzora Staff & Administrators: Luzora employees and contracted staff who operate and manage the platform. Staff accounts carry role-based access permissions and are governed by employment contracts and internal policies.
5. Bookings & Reservations
5.1 How Bookings Work
When you book through Luzora, you enter a direct contract with the property, airline, or service provider. Luzora acts as a technology intermediary facilitating the booking and payment. Luzora is not a party to the underlying service contract between you and the provider.
5.2 Booking Confirmation
A booking is only confirmed when you receive a written confirmation email from Luzora. We are not liable for bookings not confirmed due to payment failures, provider unavailability, or technical errors.
5.3 Accuracy of Booking Information
You are responsible for ensuring that all names, dates, and contact information entered during booking are correct. Errors in passenger or guest names may result in denied boarding, lost reservations, or additional charges imposed by the provider.
5.4 Provider Policies
Each property, airline, and transport provider has their own terms, house rules, and policies. You are bound by those policies in addition to these Terms. Luzora will clearly display key provider policies (including check-in times, pet policies, and minimum age requirements) during the booking process.
6. Payments & Pricing
6.1 Pricing
All prices are displayed in your selected currency and include applicable taxes and service charges unless otherwise stated. Prices are subject to change until a booking is confirmed. Luzora reserves the right to correct any pricing errors before or after a booking is made.
6.2 Accepted Payment Methods
We accept M-Pesa, Visa, Mastercard, PayPal, and PesaPal. All payments are processed by our certified payment partners. We do not store raw card numbers on our servers.
6.3 Service Fees
Luzora may charge a service or platform fee on certain bookings. This fee will be clearly displayed in the booking summary before payment is completed.
6.4 Currency Conversion
Where currency conversion is applied, the rate used is indicative. Your bank or payment provider may apply additional conversion fees. Luzora is not responsible for currency exchange rate fluctuations.
7. Cancellations & Refunds
7.1 Cancellation Policies
Cancellation policies are set by individual service providers and are displayed clearly during booking and in your confirmation email. Policies vary from fully flexible to non-refundable. You are responsible for reviewing and understanding the cancellation policy before completing a booking.
7.2 Refund Processing
Where a refund is due under the applicable cancellation policy, we will process it within 7–14 business days to your original payment method. Refund timelines may vary depending on your bank or payment provider.
7.3 No-Show Policy
Failure to arrive without prior cancellation will be treated as a no-show. No-shows are typically non-refundable. If exceptional circumstances prevent your arrival, please contact us as soon as possible.
7.4 Force Majeure
Luzora will work with providers to offer rebooking or credit where cancellations are caused by government travel restrictions, natural disasters, or other force majeure events beyond your control. We cannot guarantee refunds in all force majeure scenarios.
8. Loyalty Programme
Luzora operates a loyalty points programme. Points are awarded on eligible bookings and can be redeemed for discounts on future bookings. Points have no cash value, are non-transferable, and expire after 24 months of account inactivity. Luzora reserves the right to modify or discontinue the loyalty programme with reasonable notice.
9. User Conduct
You agree not to:
- Use the platform for any unlawful purpose or in violation of any applicable law
- Make fraudulent bookings or misrepresent your identity
- Submit false reviews or manipulate ratings
- Attempt to gain unauthorised access to any part of our systems
- Scrape, harvest, or systematically extract data from the platform without written permission
- Transmit malware, viruses, or any harmful code
- Harass, threaten, or abuse other users, staff, or property personnel
- Use another user's account without their explicit authorisation
- Circumvent pricing, availability, or access controls
Violation of these rules may result in immediate account suspension and, where appropriate, referral to law enforcement authorities.
10. Property Partners
Property Partners listing on Luzora agree to our Partner Agreement (provided separately at onboarding) which covers: listing accuracy, pricing parity, availability management, guest treatment standards, commission rates, and dispute resolution. These Terms apply in full to Property Partners in addition to the Partner Agreement.
Property Partners are responsible for maintaining accurate room availability, pricing, and house rules on the platform. Luzora reserves the right to delist any property that fails to meet our quality or compliance standards.
11. Intellectual Property
11.1 Luzora Content
All content on the Luzora platform - including the name, logo, design, text, software, and visual assets - is owned by Luzora or its licensors and protected by Kenyan and international intellectual property law. You may not reproduce, modify, or distribute our content without written permission.
11.2 Limited Licence
We grant you a limited, non-exclusive, non-transferable, revocable licence to use the platform for personal, non-commercial travel booking purposes only.
11.3 User-Generated Content
By submitting reviews, photos, or other content, you grant Luzora a worldwide, royalty-free, perpetual licence to use, display, reproduce, and moderate that content on the platform. You confirm that you have the right to submit such content and that it does not infringe third-party rights.
12. Disclaimers
12.1 Third-Party Services
Luzora is not a hotel, airline, or travel agent. We are a technology platform. The quality, safety, and legality of services provided by properties, airlines, and transport operators are their responsibility. Your contract for the underlying service is directly with the provider.
12.2 Service Availability
We aim for continuous platform availability but cannot guarantee uninterrupted access. Maintenance, security updates, and technical issues may cause temporary downtime. We will provide advance notice of planned maintenance where possible.
12.3 As-Is Basis
THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT.
13. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY KENYAN LAW, LUZORA SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, GOODWILL, OR BUSINESS INTERRUPTION ARISING FROM YOUR USE OF THE PLATFORM.
OUR TOTAL LIABILITY TO YOU FOR ANY CLAIMS ARISING FROM YOUR USE OF THE PLATFORM SHALL NOT EXCEED THE AMOUNT YOU PAID TO LUZORA IN THE 12 MONTHS PRECEDING THE CLAIM, OR KES 10,000 WHICHEVER IS GREATER.
Nothing in these Terms limits our liability for death, personal injury, or fraud caused by our negligence.
14. Indemnification
You agree to indemnify, defend, and hold harmless Luzora, its directors, employees, agents, and partners from any claims, liabilities, damages, losses, fines, and costs (including legal fees) arising from: (a) your use of or access to the platform; (b) your violation of these Terms; (c) your violation of any applicable law; or (d) your infringement of any third-party right.
15. Disputes
15.1 Informal Resolution
Before escalating any dispute, please contact us at support@luzoratravel.com. We will attempt to resolve disputes informally within 30 days.
15.2 Formal Dispute Resolution
If informal resolution fails, disputes shall be referred to mediation or arbitration in Nairobi, Kenya, in accordance with the Nairobi Centre for International Arbitration (NCIA) rules, unless you are entitled by law to bring a claim before a court of competent jurisdiction.
16. Governing Law
These Terms are governed by and construed in accordance with the laws of Kenya. Any disputes not resolved informally shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya, except where mandatory consumer protection laws in your jurisdiction provide otherwise.
17. Changes to These Terms
We may update these Terms to reflect changes in law, our services, or business practices. We will notify you of material changes by email or via a notice on the platform at least 14 days before the new terms take effect. Continued use of Luzora after the effective date constitutes acceptance of the updated Terms.
18. Contact Us
If you have questions about these Terms, please contact us:
Email: support@luzoratravel.com
Address: Westlands Business Park, Nairobi, Kenya