Refund & Cancellation Policy
Last updated: 20 October 2026
1. Requesting help
Request cancellation or help from My Bookings, or contact us with your booking reference. Refunds require verification and may be reviewed by Finance. Approval does not mean money has already reached your wallet. Processing times and provider charges will be confirmed before launch: [Refund processing timeline].
2. Event tickets
Tickets follow the organiser's disclosed cancellation terms and applicable law. A ticket refund request is reviewed rather than automatically approved. The current requested amount excludes the customer service fee; statutory entitlements and event cancellation remedies may override that position. Cancelled or materially changed events should be reported to support.
3. Tables and deposits
Cancel through My Bookings. A deposit may be credited towards the bill or minimum spend as stated on the venue listing. Deposit refund eligibility, no-shows and late cancellation depend on the disclosed venue rules and applicable law. Contact support for any paid deposit dispute; cancellation alone is not a refund confirmation.
4. Travel
The agency's package cancellation policy, departure cutoff and traveller details shown before booking apply. Request cancellation from My Bookings; Finance reviews the refund. Agency cancellations require review of the full amount owed to the guest. Do not assume a refund until the decision is recorded.
5. Stays
The stay's snapshotted policy and local check-in time determine the refund. Flexible: full refund if cancelled at least 24 hours before check-in; none after. Moderate: full refund if cancelled at least 5 days before check-in; none after. Strict: 50% refund if cancelled at least 7 days before check-in; none after. Eligible refunds use the booking total, including cleaning and guest service fees. Times are Africa/Nairobi. The request enters the existing refund review flow.
6. Host cancellations and failures
A host cancelling a confirmed stay owes the guest a full refund; the cancellation is recorded for review. Failed payments must not issue tickets or confirm accommodation. Expired unpaid holds are released. Report duplicate charges or an M-Pesa debit without confirmation promptly; do not pay again while a payment is unresolved.
7. Legal rights and test bookings
Nothing here limits mandatory rights under Kenyan law. Test-mode transactions are simulations, so their refunds do not move money. Final refund administration and escalation details will be added following legal review.