Questions
The things people ask before they book, and the answers we would want ourselves.
How do you check guides?
Before anyone can be booked, we confirm each licence and certificate with the body that issued it: the Tourism Regulatory Authority for guides, NTSA for drivers and their passenger insurance, and the Directorate of Criminal Investigations for certificates of good conduct. A person reads each one. We record every document's expiry date and check it again when it is renewed.
Is the park entry fee included in the price?
Usually not. Entry fees are set by the park's authority, for example the Kenya Wildlife Service, change with the season, and are normally paid at the gate. Each service lists what it includes and what it does not, before you ask for it.
How does booking work?
You send a request, and the guide accepts or declines. If they do not answer in time, the request expires and you are not charged. Once accepted, the price you were shown is the price you pay.
How do I pay?
Where a booking is paid through Safiri, you can pay by M-Pesa or card. Some bookings are settled directly with your guide, and the booking tells you which applies.
Can I cancel?
Yes. With two days' notice or more you are refunded in full. With between one and two days' notice, half. With less than a day, nothing, because the guide has lost the day. If a guide cancels, you are refunded in full. The booking shows exactly what you would get back before you confirm a cancellation.
What if my guide does not turn up?
Tell us straight away through the app or by contacting us. We can see the booking and the messages, and a person will look into it and put it right. If it is an emergency, call 999 or 112 first.
Is my location tracked?
Only if you use trip tracking, and only while a trip is in progress, so your guide can find you and we can help if something goes wrong. You can turn it off. See the privacy page for the detail.
I forgot my password.
Use the link on the sign-in screen, or go to the password reset page. We send a link to your email address that works once, for 30 minutes. Resetting signs you out everywhere else.
How do I delete my account?
You can delete it yourself, at any time, as long as you have no booking still open. Your personal details, location history, flight details and uploaded documents are removed.
I am a guide or driver. How do I join?
Install Safiri Partner, apply, and upload your licences. We check them before you appear in search, and you can see where you are in that process in the app.
Which phones does the app work on?
Android phones. We have not built the iPhone versions yet.
Still stuck? Use the Help option in the Safiri app, or the contact details on our Contact page.