100%
Full Refund
Cancelled 48+ hours before check-in
50%
Partial Refund
Cancelled 24–48 hours before check-in
0%
No Refund
Cancelled less than 24 hours before check-in
Property Bookings
| Cancellation Window | Refund Amount | Processing Time |
|---|---|---|
| More than 48 hours before check-in | Full refund (100%) | 1–5 business days |
| 24–48 hours before check-in | 50% refund | 1–5 business days |
| Less than 24 hours before check-in | No refund | — |
| No-show | No refund | — |
* For stays of 7 nights or more, cancellations made 7+ days before check-in are eligible for a full refund.
Car Hire
- Cancellations 24+ hours before pickup: full refund
- Cancellations 6–24 hours before pickup: 50% refund
- Cancellations less than 6 hours before pickup: no refund
- Early return of vehicle does not qualify for a partial refund unless agreed in writing at time of booking
Flight Tickets
Flight cancellations and refunds are governed by the airline's own fare rules. We facilitate the process on your behalf but cannot guarantee refunds for non-refundable fares.
- Refundable tickets: refund processed within 7–14 business days after airline approval
- Non-refundable tickets: only taxes/fees portion may be refundable per airline policy
- Soreli Ke Homes service fee (KES 500–1,500) is non-refundable once ticketing is complete
Taxi & Airport Transfers
- Cancellation 2+ hours before scheduled pickup: full refund
- Cancellation less than 2 hours or driver already dispatched: no refund
How to Cancel
To cancel a booking, contact us through any of the channels below. Please have your booking reference ready.