Refund & Cancellation Policy

Effective Date: 06-04-2026

At Havenly Stays, we understand that travel plans can change. This Refund & Cancellation Policy outlines the terms and conditions for cancellations, modifications, and refunds for bookings made directly with us (via our website, phone, WhatsApp, or email).

Please note that bookings made through third-party platforms such as Airbnb, Booking.com, or Expedia are subject to the cancellation policies of those respective platforms.

1. Cancellation Timelines & Refunds

For direct bookings, the following cancellation policy applies:

             Cancellation Notice

            Refund Amount

            7 days or more before check-in

            Full refund (minus any applicable processing fees)

            3 to 6 days before check-in

            50% refund of total booking amount

            Less than 48 hours before check-in

            No refund

             No‑show (failure to arrive without prior notice)

             No refund

Processing fees (if any) are non-refundable.

2. Early Departure or Late Arrival

• If you check out earlier than your scheduled departure date, no refund will be provided for the unused nights.

• If you arrive late (after your scheduled check-in date), the full booking amount remains payable, and no refund is offered for the missed night(s).

3. Modifications to a Booking

• You may request to change your booking dates at least 7 days before your scheduled arrival.

• Changes are subject to availability and may incur a $10  administrative fee.

• If you shorten your stay, the above cancellation refund schedule applies to the nights removed from your booking.

4. Exceptional Circumstances (Force Majeure)

We recognize that unforeseen events beyond your control may occur. In cases of:

• Serious illness or medical emergency (documentation required)

• Death in the immediate family

• Natural disasters or government-imposed travel restrictions

• Other force majeure events as defined by Kenyan law

We may, at our sole discretion, offer:

• A full or partial refund, or

• A credit voucher valid for 6 months for a future stay

Please contact us immediately and provide supporting documentation.

5. Cancellation by Havenly Stays

On rare occasions, we may need to cancel your booking due to circumstances beyond our reasonable control (e.g., power outages affecting safety, property damage, or emergency repairs). In such cases, we will:

• Notify you as soon as possible.

• Offer a full refund of all amounts paid, or

• Help you find alternative accommodation of a similar standard (subject to availability).

6. Refund Process

• Refunds will be processed within 7–14 business days of the cancellation date.

• Refunds will be issued using the original payment method (M-Pesa, bank transfer, card, or cash).

• Bank processing times may vary; we are not responsible for delays caused by your financial institution.

7. Security Deposit

If a security deposit was collected (for longer stays or group bookings), it will be refunded within 7 days after check-out, subject to inspection for any damages or missing items.

8. How to Cancel or Request a Refund

To cancel a booking or request a refund, please contact us:

📧 [Insert Email Address]
📞 [Insert Phone Number / WhatsApp]

Please provide your booking confirmation number, full name, and check-in dates. All cancellation requests must be submitted in writing (email or WhatsApp) to be valid.

9. Travel Insurance Recommendation

We strongly recommend that all guests obtain comprehensive travel insurance that covers trip cancellation, interruption, medical emergencies, and lost luggage. Travel insurance provides protection beyond this policy and is your best safeguard against unforeseen changes.

10. Contact Us

If you have any questions about this Refund & Cancellation Policy, please reach out:

Havenly Stays
📍 Kilimani, Nairobi, Kenya
📞 +254728768026