Terms of Service

1. Acceptance of Terms

By booking a transfer with SGR Shuttle Mombasa, you agree to be bound by these terms. Please read them carefully before completing your booking.

2. Booking & Payment

All bookings are confirmed only upon successful M-Pesa payment via IntaSend. A booking reference (SGR-YEAR-XXXXX) is issued immediately after payment confirmation. Seats are held for 10 minutes during payment processing; if payment is not received within this window, the reservation expires and seats are released.

3. Cancellations & Refunds

Cancellations made more than 48 hours before departure are eligible for a full refund, minus a KES 100 processing fee. Cancellations within 48 hours of departure are non-refundable. No-shows are non-refundable. Refunds are processed to the original M-Pesa number within 3–5 business days.

4. Luggage Policy

Each passenger is permitted one (2) standard suitcase/travel bag and one (1) hand luggage item. Oversized items, bicycles, surfboards, or special equipment may be accepted subject to vehicle space and an additional fee, confirmed at the time of booking.

5. Punctuality

Passengers should be at the SGR Shuttle stand at the Mombasa Terminus at least 15 minutes before the scheduled departure. SGR Shuttle Mombasa monitors train arrival times and will adjust departure schedules accordingly for delays. However, we cannot guarantee indefinite waiting for significantly delayed trains.

6. Liability

SGR Shuttle Mombasa carries full passenger liability insurance on all vehicles. We are not responsible for loss or damage to personal property, missed connections resulting from traffic delays, or events outside our reasonable control (force majeure).