Company & consumer information · Privacy & data protection · Booking, cancellation & refund terms
Charleston Travel Ltd | FCM Travel Solutions Kenya
Updated: 4 November 2026
1. Scope and booking documents
These terms explain bookings arranged through Charleston Travel Ltd, trading as FCM Travel Solutions Kenya. Read them together with your quotation, booking confirmation, any applicable corporate travel agreement, and the conditions of the suppliers delivering your services. Booking-specific restrictions, payment dates and charges must be made available before you authorize the relevant booking. Mandatory legal rights continue to apply.
2. Quotations and confirmation
Prices and availability can change until the service is confirmed. Check the traveller names against the travel documents, the itinerary, dates, destination, price, currency, inclusions, exclusions and payment deadlines. A request or enquiry does not guarantee a reservation. Your consultant will confirm when the reservation is secured and when tickets or vouchers have been issued. Report errors promptly; corrections may be subject to supplier availability and the charges disclosed for your booking.
3. Payments and service fees
Your written quotation or invoice sets out the payment amount and currency, any deposit and balance, the payment deadline, and applicable FCM service fees. Ask your consultant for any missing information before paying. Payment deadlines and the consequences of late payment depend on the booking and supplier conditions. A supplier charge and an FCM service fee are separate items; their refundability must be explained for your booking. Use only payment instructions verified with your FCM consultant.
4. Agency and supplier responsibilities
Flights, accommodation, tours, transfers and other travel services may be provided by airlines, hotels, tour operators and other suppliers. Those suppliers are responsible for delivering their services under their applicable conditions. Charleston Travel Ltd is responsible for the booking and support services it undertakes, for accurately communicating the booking information it provides, and for its own obligations under applicable law. We will assist with requests and complaints relating to services arranged through us. This division of responsibilities does not exclude liability or remedies that cannot lawfully be excluded.
5. Changes and cancellations
Send change or cancellation requests to your consultant or info@ke.fcm.travel, quoting your booking reference, travellers, service and travel dates. If departure or a cancellation deadline is close, telephone us as well. Keep a copy and obtain acknowledgement. A request does not itself establish that a supplier reservation has been amended or cancelled; obtain confirmation of the outcome.
Supplier deadlines, fare rules, accommodation conditions and package conditions determine whether a change or cancellation is permitted and what charges apply. Some bookings are non-refundable or become non-refundable after a stated deadline. Changes may require a fare difference or new availability. Any applicable FCM handling fee must be disclosed. Do not assume the same rules apply to every component of a trip.
6. Refunds
Refund eligibility is assessed under the conditions disclosed for the booking and applicable law. A non-refundable designation does not remove any mandatory legal entitlement. Where an amount is refundable, the refund calculation will identify the refundable services and any applicable disclosed deductions. FCM service fees are assessed separately under the terms agreed for those services; they are not automatically treated as supplier charges.
Request a refund through your consultant or info@ke.fcm.travel and provide your booking reference and payment reference. Supplier processing and payment-provider or bank processing may affect the completion time. Ask your consultant for the applicable estimate and status; the same deadline cannot be assumed for every booking. Card refunds should be returned through the original payment route where available, subject to the payment provider’s requirements. If that route is unavailable, any alternative must be verified and agreed through the authorized payment process.
7. No-shows and unused services
A no-show means failing to use a confirmed service, including missing a flight, failing to check in, or not attending a booked transfer or activity. Supplier no-show conditions may result in substantial charges or loss of the amount paid. An airline may also cancel later flight sectors following a missed sector, depending on the ticket conditions. Contact us promptly if you cannot travel. Refunds for unused or partly used services depend on the applicable rules and mandatory legal rights.
8. Supplier changes and disruptions
Suppliers may change or cancel services. When notified, we will assist you with the options available under the supplier’s conditions and applicable law. Alternatives, rebooking, credits and refunds depend on the circumstances and the service concerned. Contact us before independently purchasing a replacement if you want assistance assessing the available options.
9. Traveller eligibility and legal restrictions
The person authorizing a booking must have legal capacity to enter into it and authority to act for the travellers concerned. Bookings involving children require the appropriate parent or guardian authorization. Airlines, hotels and activities may apply their own age, accompaniment, health or accessibility conditions; ask for these before booking. Travellers must hold the documents and permissions required for their itinerary. Visa and entry decisions are made by the relevant authorities, and assistance with an application is not a guarantee of approval.
10. Promotions and expired offers
Promotional offers apply only to the stated booking period, travel dates, eligibility, availability, inclusions and exclusions. Read the specific offer conditions before booking. An archived or expired offer is unavailable at its historic dates or price. Request a new quotation for current arrangements.
11. Contact and consumer rights
Contact info@ke.fcm.travel or +254 20 4266 000 / +254 713 222 229 for assistance. For urgent travel support, call +254 702 032 557. These terms do not limit rights or remedies that cannot be excluded under applicable consumer law. Personal information is handled as described in our Privacy and Data Protection Policy.