Terms & Conditions

Effective Date: 10-04-2026

Welcome to Havenly Stays. These Terms & Conditions (“Terms”) govern all direct bookings made with us via our website, phone, WhatsApp, email, or in person. By booking a stay with us, you agree to be bound by these Terms. If you book through a third‑party platform (e.g., Airbnb, Booking.com), that platform’s terms also apply, but these Terms supplement them where not contradictory.

1. Booking & Acceptance

- A booking is confirmed only when we receive the required deposit (50% of total stay amount) and you receive a confirmation message from us.

- You must be at least 18 years old to make a booking.

- You agree to provide accurate, complete guest information including full names and identification documents as required by Kenyan law.

2. Payments & Methods

We accept the following payment methods for direct bookings:

M-Pesa (Paybill number provided upon booking)

Card (Visa, Mastercard – secure payment link sent to you)

Bank transfer (Kenyan or international accounts)

Cash ( Exact amount, paid at check‑in)

Balance payment is due at check‑in unless otherwise agreed in writing.

3. Cancellation & Refunds

Please refer to our Refund & Cancellation Policy (available on our website). In summary:

- 7+ days before check‑in → full refund (minus processing fees)

- 3–6 days before check‑in → 50% refund

- Less than 48 hours or no‑show → no refund

 4. House Rules

By staying at Havenly Stays, you and all members of your party agree to the following **House Rules. violation may result in immediate termination of your stay without refund and additional charges.

Check‑Out Time: 10:30 AM (strict). Late check‑out may incur a fee of $10  per hour.

No Shoes on the Carpet– please remove shoes at the entrance.

You Damage It, You Pay It – see Section 5 below for full damage policy.

No Smoking in the House – smoking is allowed only in designated outdoor areas. A cleaning fee of KES 5,000 will be charged for smoking inside.

No Pets Allowed – service animals exempt with prior documentation.

No Parties Allowed – gatherings exceeding the registered guest count are prohibited.

No Loud Music/Noise – keep noise levels respectful at all times.

No Illegal Guns or Substances – possession or use of illegal weapons or drugs will result in immediate eviction and police notification.

Use Towels Responsibly – do not use towels to remove makeup, clean spills, or for any purpose other than personal drying. Stained or damaged towels will be charged.

Quiet Time: 8:00 PM – 8:00 AM – please keep voices, music, and TV low.

Dispose Garbage Correctly – use designated bins inside the apartment and empty into main compound bins daily.

4 Guests Only – the maximum occupancy per booking is 4 guests (for two‑bedroom unit; studios and one‑bedroom have lower limits). Extra guests not allowed without prior approval and fee.

5. Damage & Missing Items Policy (You Damage It, You Pay It)

Guest Responsibility 

You are financially responsible for any damage, loss, or excessive cleaning caused by you or your guests to:

- Furniture, fixtures, appliances

- Bedding, towels, linens, pillows

- Kitchenware, glassware, utensils

- Electronics (TV, remote, Wi‑Fi router, etc.)

- Keys, access cards, parking passes

- Any other property provided by Havenly Stays

Normal wear and tear is not chargeable.

Reporting 

Please report accidental damage immediately – we understand mistakes happen. We inspect each apartment before check‑in and after check‑out. Any damage or missing item found after departure will be communicated within 48 hours via WhatsApp, email, or phone.

Payment for Damages 

You agree to pay the reasonable replacement or repair cost. We will provide an estimate or receipt.

Payment methods accepted for damages: M‑Pesa, bank transfer, card, or cash.

Price Guide (examples)

| Item | Replacement Cost (KES) 

| Bed sheet (stained/torn) | 1,500 – 2,500 

| Bath towel | 1,000 – 1,800 

| Glass or mug | 200 – 400 

| Plate or bowl | 300 – 500 

| TV remote | 1,000 

| Key card or key (replacement) | 1,500 

| Parking pass (lost) | 2,000 

| Pillow | 1,500 

| Blanket | 2,500 – 4,000 

| Lamp or light fixture | 1,000 – 3,000 

For expensive items (TV, fridge, AC, etc.), you pay the actual repair invoice or replacement cost.

Security Deposit 

If a security deposit was collected at check‑in, damage costs will be deducted from it. Remaining deposit refunded within 7 days after check‑out.

Disputes  

If you disagree with a damage charge, contact us within 7 days. We will review evidence (photos, maintenance report) together.

Unpaid Charges  

Failure to pay confirmed damages may result in being blacklisted from future bookings, reporting to booking platforms, and legal action under Kenyan law.

Travel Insurance 

We strongly recommend travel insurance that covers accidental damage liability.

 6. Check‑In & Check‑Out

-Check‑in From 12:30 PM (early check‑in available upon request for a fee, subject to availability)

-Check‑out: 10:00 AM – 10:30 AM. Late check‑out without prior agreement will incur a fee of $10  per hour or the full nightly rate after 2:00 PM.

Times may vary depending on visitor schedules and prior arrangements. Please call ahead so we can tailor your reservation to suit your needs 

Keys and access cards must be returned in the lock box. Lost keys incur a replacement fee of $ 20.

7. Guest Conduct & Eviction

We reserve the right to terminate your stay immediately, without refund, if you or any member of your party:

- Violate any house rule

- Engage in illegal activity

- Disturb neighbors or pose a safety risk

- Exceed the maximum occupancy

You will be required to vacate the premises immediately. No refund will be given for unused nights.

8. Liability

Havenly Stays is not liable for:

- Personal injury, loss, or theft of your belongings (please lock doors and use safe if provided)

- Delays or inconvenience caused by force majeure (natural disasters, government actions, power outages beyond our control – though we do have a backup generator)

- Third‑party services (taxis, food delivery, etc.)

Our total liability to you shall not exceed the amount you paid for the booking.

9. Privacy

We collect and process your personal data in accordance with our Privacy Policy (available on our website) and the Kenya Data Protection Act, 2019.

10. Governing Law

These Terms are governed by the laws of Kenya. Any disputes shall be resolved in Nairobi courts.

11. Changes to These Terms

We may update these Terms from time to time. The version published on our website at the time of your booking applies.

12. Contact Us

For any questions, to report damage, or to discuss a dispute:

Havenly Stays 

📍 Kilimani, Nairobi, Kenya  

📧 [Insert Email Address]  

📞 [Insert Phone Number / WhatsApp]

By booking with Havenly Stays, you acknowledge that you have read, understood, and agreed to these Terms & Conditions, including the House Rules and Damage Policy.