Terms and conditions

01About these terms

These terms and conditions (“Terms”) apply to your use of this website and to every booking and visit to the Olkaria Geothermal Spa (“the spa”). The spa is operated by Kenya Electricity Generating Company PLC(“KenGen”, “we”, “us” or “our”), Stima Plaza, Kolobot Road, Parklands, P.O. Box 47936-00100, Nairobi, Kenya.

By using this website or making a booking, you confirm that you have read and accept these Terms, our privacy policy and our cookie policy. If you book for a group, you confirm that you are authorised to accept these Terms for everyone in it, and that you will share them with your group.

Nothing in these Terms limits any right you have under the Constitution of Kenya, the Consumer Protection Act, 2012 or any other law that cannot be excluded by agreement. If any term conflicts with such a right, the right prevails.

02Definitions

• Booking: a reservation for entry to the spa on a particular date, made through this website or with our staff.
• Lead guest: the person who makes the booking and whose name and identity document appear on it.
• Guest: each adult or child included in a booking.
• Add-on: an optional utility or package (for example towel or costume hire) added to a booking.
• Visitor type: the rate category chosen for a booking, such as Kenyan national, resident, non-resident, KenGen staff or student group.

03Who can book

• The lead guest must be at least 18 years old and able to enter into a binding contract.
• The lead guest must give accurate, complete and current information, including a valid national ID or passport number. Bookings made with false or another person's details may be cancelled and entry refused.
• Children must be accompanied and supervised at all times by a responsible adult who is part of the booking.
• Large groups, schools and organisations may be asked to book by phone so we can plan capacity and safety. Call 0711 036 040.

04Making a booking

• You can book visits from today up to 12 months ahead. Days closed for maintenance or other operational reasons cannot be booked.
• A booking is confirmed only when you receive a confirmation email with a booking reference. That email, these Terms and our policies form the agreement between you and KenGen. Please check the details as soon as you receive it and tell us straight away about any mistakes.
• A booking admits the number of adults and children shown on it, on the date shown, during our opening hours (currently 08:00 to 17:00 daily). It is not transferable to another date or person unless we agree.
• We may refuse or cancel a booking that appears fraudulent, abusive, automated, duplicated or made in breach of these Terms. If we do so, we will tell you, and you will not be charged.

05Visitor types and proof of eligibility

Different rates apply to different visitor types. By choosing a rate, you confirm that every guest in the booking qualifies for it.

• Kenyan nationals and residents must show a valid national ID, alien ID or residence permit on arrival.
• Non-residents must show the passport named on the booking.
• KenGen staff rates require a valid KenGen staff ID.
• Student group rates require a letter from the institution and supervising teachers or lecturers.

If a guest cannot show proof of eligibility, they will be charged the correct rate for their visitor type at the gate, or may be refused entry if they do not pay it.

06Prices and payment

• Prices are shown in Kenya Shillings (KES), per person, per visit, and include any taxes that apply unless we say otherwise.
• The total shown in your confirmation email is the amount due. It is calculated by our system from the published rates and add-ons at the time you book, so a later price change does not affect a confirmed booking.
• Payment is made on arrival at the spa, using the payment methods accepted at reception. We do not take payment through this website, and we will never ask for card or mobile money details by email or phone.
• Add-ons are subject to availability on the day. If an add-on is unavailable, you will not be charged for it.
• Entry to Hell's Gate National Park is not included. Park fees are set and collected separately by the Kenya Wildlife Service at the park gate.
• If we make an obvious error in a price, we will tell you before you pay and you may choose to continue at the correct price or cancel at no cost.

07Changes and cancellations by you

Because payment is made on arrival, you may cancel a booking at any time before your visit at no cost. Please call 0711 036 040 as early as possible so we can release the space to other guests, and quote your booking reference.

To change the date or number of guests, contact us. Changes are subject to availability, and a change may alter the amount due.

If you do not arrive on your booked date (a “no-show”), the booking lapses. Repeated no-shows or abuse of the booking system may lead us to decline future bookings.

08Changes and cancellations by us

The spa is located within an active geothermal power generation area. We may need to close the spa, or parts of it, or limit numbers, at short notice for maintenance, safety, security, weather, water quality, power plant operations, public health directions or other reasons outside our reasonable control.

• If we cancel your booking, we will try to tell you using the email address on the booking and offer another date. As no payment is taken in advance, you will not have paid anything that needs to be refunded.
• If a facility is closed during your visit, we will tell you on arrival and, where reasonable, adjust the amount due for add-ons you cannot use.
• We are not responsible for travel, accommodation or other costs you incur because of a closure we could not reasonably have avoided, except where the law says otherwise.

09Health, safety and your visit

Geothermal water is naturally warm and rich in minerals. Your safety and that of other guests depends on everyone following these rules and the instructions of our staff and signs.

Health

• Bathing in warm mineral water may not be suitable for everyone. If you are pregnant, have a heart condition, high or low blood pressure, epilepsy, a skin condition, an open wound, or any other medical condition, ask your doctor before your visit.
• Do not enter the water if you have consumed alcohol or drugs, feel unwell or have a contagious condition.
• Drink water, limit your time in warm water, take breaks and protect yourself from the sun.

Children

• Children must be supervised by an accompanying adult at all times, in and out of the water.
• Children who cannot swim must stay within arm's reach of an adult in the water.

Conduct

• Follow posted signs and staff directions, including depth, temperature and capacity limits.
• No running, diving, rough play or glass near the lagoons.
• Do not bring weapons, illegal substances or dangerous items. Alcohol and outside food may be restricted in certain areas.
• Respect other guests, staff, wildlife and the environment. Do not litter or damage facilities.
• Wear appropriate swimwear in the lagoons and use the changing rooms provided.
• Do not enter restricted, fenced or signposted areas of the geothermal installation. These areas are dangerous and access is an offence.

We may refuse entry to, or remove, anyone who breaks these rules, endangers themselves or others, or behaves in an abusive, offensive or unlawful way. In that case no amount is due for the remainder of the visit, but you remain responsible for any damage caused.

10Your belongings

Please keep valuables to a minimum and use any lockers provided. You are responsible for your belongings. We are not liable for loss of, or damage to, personal property unless it is caused by our negligence or breach of these Terms. Lost property handed in is kept for a reasonable period and may then be disposed of.

11Photography, filming and drones

• Personal photography for private use is welcome. Respect other guests' privacy and do not photograph others, especially children, without permission.
• Commercial photography, filming, events and media productions require our prior written approval.
• Flying drones is not allowed without our written permission and any authorisation required by the Kenya Civil Aviation Authority and other agencies, as the spa lies within a power generation area.
• Photography may be prohibited near restricted parts of the geothermal installation.

12Using this website

You may use this website for lawful, personal and non-commercial purposes. You must not:

• Make false, speculative, automated or bulk bookings, or book in someone else's name without their permission.
• Try to gain unauthorised access to the website, its servers, databases or staff accounts, or interfere with its security or operation. This may be an offence under the Computer Misuse and Cybercrimes Act, 2018.
• Use robots, scrapers or similar tools to copy content or data, or overload the site.
• Upload or transmit viruses or other harmful code.
• Use the website in a way that breaks any law or infringes anyone's rights.

We try to keep the website accurate and available, but information such as facilities, opening hours and prices may change. We may update, suspend or withdraw the website, or any part of it, at any time.

Intellectual property

The website, its design, text, photographs, video, logos and the KenGen name and marks belong to KenGen or its licensors and are protected by the Copyright Act, 2001, the Trade Marks Act and other laws. You may view and print pages for personal use. Any other use requires our written permission.

Links

Links to third-party websites, including social media, are provided for convenience. We do not control and are not responsible for their content, availability or privacy practices.

13Staff dashboard accounts

The admin dashboard is for authorised KenGen staff only, by invitation. Account holders must keep their passwords confidential, use the dashboard only for their official duties, follow KenGen's ICT and data protection policies, and report any suspected misuse or security incident immediately. Activity in the dashboard is logged. We may suspend or remove access at any time.

14Our responsibility to you

We will provide our services with reasonable care and skill. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded or limited under Kenyan law.

Subject to that:

• We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. We are not responsible for loss that was not foreseeable, or for business losses.
• We are not responsible for injury, loss or damage caused by your own failure to follow these Terms, safety signs or staff instructions, by a health condition you did not take advice on, or by events outside our reasonable control.
• Our total liability arising from a booking, other than as set out in the first paragraph, is limited to the amount due for that booking.

You are responsible for any damage you or members of your group cause to our property, deliberately or through negligence, and for any loss we suffer because you broke these Terms.

15Events outside our control

We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including natural disasters, seismic or geothermal activity, extreme weather, fire, flooding, epidemics, government action, civil unrest, strikes, power or network failure, or failures of our service providers. If such an event affects your booking, we will tell you as soon as we reasonably can and offer another date where possible.

16Your personal data

We use the information you give us in line with our privacy policy and the Data Protection Act, 2019. Our use of cookies is explained in our cookie policy.

17Complaints and disputes

If you have a complaint, please tell our staff during your visit or contact us afterwards, quoting your booking reference. We will acknowledge it and try to resolve it fairly and promptly.

If we cannot resolve a dispute between us informally within 30 days, either of us may refer it to mediation, or to the courts of Kenya. These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction. This does not affect your right to complain to a regulator, such as the Competition Authority of Kenya on consumer matters or the Office of the Data Protection Commissioner on data matters.

18General

• Changes to these Terms. We may update these Terms from time to time. The version on this page at the time you book applies to that booking. The date at the top shows the latest version.
• Severability. If a court finds any part of these Terms invalid or unenforceable, the rest remains in force.
• No waiver. If we do not enforce a term straight away, we may still enforce it later.
• Transfer. You may not transfer your rights under a booking without our consent. We may transfer our rights to another organisation that takes over operation of the spa, and we will tell you if this happens.
• Third parties. These Terms are between you and KenGen. No other person has any right to enforce them.
• Language. These Terms are in English. Where a translation is provided, the English version prevails.

19Contact us

For bookings, changes, cancellations, complaints or questions about these Terms: