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FAQ's

Can I buy a ticket on the bus?

No. All Hakuna Matatu bus bookings must be made on our website before travel. Our drivers and assistants are not able to sell tickets, so pre-booking is required if you would like to travel with us.  The shuttle only stops at accommodation with seats already booked. 

How much luggage can I bring?

Each transfer passenger is allowed one large bag (suitcase/backpack etc.) and two smaller bags (small rucksack, handbag, camera bag etc.) per person.  Additional baggage may be refused if there is no space on the vehicle to accommodate it.

 

How long before departure do I need to book?

All bookings must be made at least 24 hours before the scheduled time of departure, although it is advised to book as early as possible to guarantee availability.

 

When will I be charged for my booking?

Payment will be taken on PayPal after you have booked in our website.  A booking is not confirmed until payment has been made.

 

There is no shuttle that meets my schedule. Can you help?

Yes of course, if the timings don’t work out for you, or you just want your own space we can offer a private transfer. Please see our private transfer page to make a reservation

 

I need to go to a hostel that is not mentioned as a destination - is this possible? 

Yes of course, we can offer a private transfer in these cases. Please see our private transfer page to make a reservation

 

Is your website secure?

Yes, our booking is ssl encrypted.

Can I change or cancel an existing booking?

We can change your booking date, time, or dropoff/pickup location, or change the booker name, subject to a $4 charge but shuttles are non-refundable. This allows us to keep our costs low as we do not need to cover refund fees to PayPal.

 

I missed my transfer, can I get my ticket refunded?

Unfortunately not - refunds are not issued if you don't show up

 

How do I leave a comment or make a complaint?
Please email hakunamatatubus@gmail.com with your booking reference number and outline the nature of your complaint.  We will respond to your comment or complaint within 10 working days of receipt and will keep you up to date on progress in the meantime.   If you are not satisfied with our response for any reason, please contact us again.

Important information with regards to departure times:

The arrival and departure times shown on the website are estimates.  The actual departure times may vary by up to 20 mins from the scheduled departure time (depending on traffic and weather conditions).  Please use the live tracking feature to see the current location of your bus by checking out our Facebook page: www.facebook.com/hakunamatatubus    This will show you exactly where your bus is and will allow you to plan accordingly.  A phone number for your driver can also be found here, however, please only contact the driver in case of emergency. 

 

You must be ready to go when the bus arrives (please don't take the transfers arrival as a reminder to start packing!).  If you are not ready the bus will have to leave without you - this is necessary to ensure the other passengers have an uninterrupted journey.  We recommend being ready 20 minutes before the scheduled departure time, or using the live tracking feature to monitor you drivers progress

 

 

Terms and Conditions of Carriage

These conditions set out your rights, restrictions on those rights, and obligations as a customer of Hakuna Matatu Bus

These are the Conditions under which Hakuna Matatu Bus carries any person and their property and these Conditions apply to any ticket issued by Hakuna Matatu Bus and any contract to carry any person or their property entered into by Hakuna Matatu Bus. Any person who travels on a transport service operated by Hakuna Matatu Bus shall be deemed to have agreed to be carried on these Conditions. These Conditions are consistent with statutory regulations including those relating to Conduct of Passengers and Lost Property and do not affect your statutory rights.

General Conditions

We aim to provide a safe and reliable service. However. We occasionally cannot run our advertised services, because of factors outside our control such as adverse weather conditions or unpredictable delays caused by traffic congestion, road works or diversions.

Limitation of our liability to you

In the event of the cancellation or withdrawal or delay or termination of any service or in the event of the service being otherwise unavailable to you due to the service being fully occupied or otherwise, we shall not be liable for any losses, damage, costs or inconvenience that you suffer as a result. We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence, nor are your statutory rights as a consumer affected.

Conduct of Passengers

We reserve the right to refuse entry to you or require you to leave our buses or premises at any time. This will usually be either for reasons of safety or because of your conduct.

When travelling on our buses, you are subject to these Conditions. Failure to comply with these statutory regulations or those set out in these Conditions may result in us refusing to permit you to travel or to continue to travel.  Whilst we will do everything that we reasonably can to control the conduct of other passengers on our buses we cannot be held responsible for their conduct.

Carriage of Wheelchairs, Buggies and Cycles

Subject to enough space being available and subject always to the discretion of the driver.  Notification at the time of booking is recommended. 

Luggage

In the interests of safety and for the comfort of all of our customers we restrict the size and type of luggage or other belongings that you can bring on our buses. We reserve the right to refuse permission for you to bring any item on our buses.  

Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.

 

Fares and Ticketing
- When you board a transfer, the driver can ask to see your booking confirmation or ticket 

- Bookings are made for the selected time. In the case of passenger missing a transfer, we cannot reschedule.

- In dealing with road transportation, delays due to traffic, weather, vehicle technical problems, or other unforeseen circumstances are possible, and can on occasion lead to delays or cancelation of services.  If date of departure, pick up and drop off times are subject to change we will take all reasonable steps to notify customers.

- Passengers are responsible for ensuring that they are waiting at the designated pickup location as per the confirmation provided, namely during the correct time window and in the correct place.

- Services are conducted in various sizes of tourism buses, vans and vehicles. We may at our discretion upgrade passengers to a differnt vehicle than what has been reserved.

- Any passenger who decides to withdraw at their own discretion at any stage during the service, will not be entitled to claim any refund whatsoever.

- We reserve the right to implement alternate locations, other than the itinerary due to force major, weather conditions, or imposed security limitations. For instance, drop off or pickup points might be adjusted in cases where it is not possible to reach the intended location. If possible, we will attempt to notify each customer ahead of time, however whether we do or not, there will be no claim for compensation.

-Customer will receive a confirmation once the booking is finished. The customer is responsible for checking that the order details are correct and advising of any errors immediately.

-Customer is responsible for being at the stated pickup point at the time stated. Whilst our drivers will make reasonable attempts to identify missing passengers, no-shows will not be eligible for refund, and due to the nature of the service, the vehicle cannot turn around to collect no-shows.

 

Lost Property

We will do all that we reasonably can to locate and return any property left on one of our transfers to its owner.

Complaint Procedure 
Please email hakunamatatubus@gmail.com with your booking reference number and outline the nature of your complaint.  We will respond to your comment or complaint within 10 working days of receipt and will keep you up to date on progress in the meantime.   If you are not satisfied with our response for any reason, please contact us again.