We want this policy to be clear and fair. The deadlines below are measured against check-in time (14:00 EAT) on your arrival date.
| When you cancel | Refund |
|---|---|
| 7 days or more before check-in | 100% of the amount paid |
| Between 3 and 7 days before check-in | 50% of the amount paid |
| Less than 3 days (72 hours) before check-in, or no-show | No refund |
How to cancel
Go to My Account, open the booking and select Cancel booking. The refund you are entitled to is shown before you confirm. You can also cancel by WhatsApp or email; the time we receive your message is used.
How refunds are paid
- M-Pesa payments are refunded to the paying M-Pesa number; card payments to the original card.
- We process refunds within 7 working days. Card refunds may take a further 5–10 days to appear, depending on your bank.
- Where VAT was charged, a credit note is issued for the refunded amount.
When we will always refund in full
- We cancel your booking for any reason, or the unit is unavailable or materially not as described and we cannot offer an acceptable alternative.
- Your payment reached us after your reservation hold had expired and the unit was no longer available.
- You were charged twice for the same booking.
Changes to dates
Date changes are subject to availability. Contact us and we will move your booking without charge if made 7+ days before check-in; any price difference will be charged or refunded.
Early departure
Unused nights after check-in are not refundable, except where you leave because of a problem we could not resolve.
Exceptional circumstances
If you cannot travel because of a serious, unforeseeable event (e.g. hospitalisation, bereavement, government travel restrictions), contact us — we will consider credit or a refund case by case. This does not limit your rights under the Consumer Protection Act, 2012.