§ Booking
- How quickly can I get a driver?
- Most paid bookings are matched in under 90 seconds. If no opted-in driver picks it up, we broadcast to the whole verified network. If we still can't find one by the morning of your trip, you get a full automatic refund — no email back-and-forth.
- Can I change my booking after paying?
- Pickup address and notes — anytime, from your booking page. Date or headcount — cancel and rebook (we'll refund per the cancellation policy below) since the price recalculates.
- Do I pay the park fees on the day, or now?
- The total you see at checkout is all-in: driver, vehicle, fuel, park fees. Park fees are passed straight through to TANAPA at the gate — we just collect them on your behalf so you don't have to carry cash.
§ Drivers + vehicles
- Are drivers vetted?
- Yes. Every driver passes a Tourist Police background check (NIDA cross-checked), holds a current TLB PSV permit, and their vehicle is inspected. We renew annually. Your assigned driver's QR-verifiable certificate is on their profile.
- What vehicle will I get?
- The vehicle class is shown on each driver's profile — Land Cruiser, pop-top safari minivan, Alphard, sedan, etc. Drivers self-select which routes they accept based on what their vehicle can handle, so by the time a driver accepts your trip, the match is appropriate.
- Can I speak to my driver before the trip?
- Yes. Once you're assigned, the chat thread on your booking page is open until the trip wraps. Use it to confirm pickup details or ask anything.
§ Payments + refunds
- How do I pay?
- M-Pesa, Tigo Pesa, Airtel Money, HaloPesa, or international Visa/Mastercard. All via Snippe, our Tanzania payments aggregator. The amount is held in escrow until the trip starts.
- What's the cancellation policy?
- More than 24 hours before pickup — full refund. 6–24 hours before pickup — 50% refund. Under 6 hours or no-show — no refund. If the driver cancels at any point: full refund, and we re-dispatch immediately if it's still before pickup.
- How are refunds paid out?
- Refunds go back to the mobile-money number you paid from, or to the card you used. Mobile-money refunds usually arrive within minutes; card refunds can take 5–10 business days depending on your issuing bank.
§ Hotels + concierges
- I run a hotel — can I offer this to my guests?
- Yes. We have a hotel concierge channel with a 5% default commission on attributed bookings. Email joe@twendesafari.tz and we'll set you up with a hotel-coded link your guests can use at check-in.