Booking, cancellation & refund policy

1. Booking and payment confirmation

Sign in, choose a getaway or room, and request the exact dates and times. You may request several getaways. The host must approve a request before checkout becomes available. At the host’s request, an administrator may record approval on their behalf; the booking record identifies the administrator. Requests and approvals do not hold dates. Availability and the current itemised price are checked again when you choose an approved request.

A request expires after 24 hours or five minutes before check-in, whichever comes first. After approval, you have up to 24 hours to choose that getaway and start checkout, subject to the same check-in cutoff. An unpaid request can be withdrawn, declined or expire without a cancellation charge.

A quote alone does not reserve dates. A short checkout hold temporarily reserves capacity until the displayed deadline. For an external payment already sent, the dates can remain reserved for up to three additional minutes while the provider outcome is verified. New payment instructions stop two minutes before the payment deadline. The full reservation window cannot extend beyond check-in, and a checkout with too little time to pay safely is refused.

Only verified funding and booking confirmation create a confirmed reservation. This includes a booking fully funded by an accepted coupon or booking credit, with no external charge. For an external payment, only verified evidence of an on-time payment can confirm during the extra verification window. A browser redirect, screenshot or payment attempt is not confirmation.

A released or conflicting interval is never taken from another guest. A verified payment that cannot be matched to a valid reservation must be reconciled and refunded under its funding breakdown. Check the original payment’s status before making another payment.

2. Dates, pricing and late check-out

All displayed booking times use Africa/Nairobi (East Africa Time, UTC+3). Each host controls the standard check-in and check-out time and the disclosed late check-out price bands. There is no automatic grace period after the standard check-out cutoff. The booking price uses the host’s applicable nightly rate for each date, room quantity and any late check-out amount. The accepted quote records these rates and rules; later price changes do not alter a confirmed booking.

A late check-out can affect the next guest’s check-in, so the entire reserved time must be available. Hosts must keep room quantities and calendar blocks accurate. External calendar sync is not instantaneous.

For standard nightly pricing, the default host check-in guidance is 10:00; the confirmed booking records the actual selected time. Same-day check-out is permitted at a one-night minimum using the applicable check-in-date rate, without a late check-out surcharge on that day. For check-out on a later calendar day, the default cutoff is 10:00: after 10:00 up to and including 18:00 adds half the checkout-date nightly rate; after 18:00 adds a full rate. There is no grace period. Different host cutoffs and fixed-KES or percentage tiers are disclosed before payment.

Hosts may separately enable hourly pricing and set the hourly rate, room-specific rate where offered, minimum billed time, billing interval and maximum duration (up to 24 hours). The guest explicitly selects hourly pricing. Actual elapsed time is rounded up to the host’s 15-, 30- or 60-minute billing interval and minimum charge. The quote shows the requested times, billed duration and total. The charge is rounded to the nearest currency minor unit per room before multiplying by room quantity. Nightly discounts and late check-out bands do not apply to hourly quotes, including those crossing midnight.

Hourly getaways must fit the host’s available calendar and any displayed hourly window. If a daytime window is set, check-out must be by its cutoff on the same day; times outside that window use nightly pricing. Without a daytime window, hourly getaways may cross midnight up to the displayed maximum duration. A minimum charge does not require the guest to stay that long, but additional billed time does not extend the reserved check-out. Leaving early does not automatically reduce an accepted price. An extension requires host agreement, fresh availability and pricing; it must not displace another reservation. Cancellation eligibility remains based on time until check-in and verified payment, not whether the tariff is hourly or nightly.

Any available future check-in time may be selected. Standard host check-in is guidance. The checkout itemizes accommodation, the administrator-configured processing fee and any enabled tax. The processing fee applies to accommodation including late checkout; tax applies to accommodation plus that fee. Commission is calculated on accommodation only. Where M-PESA requires whole shillings, its payable total is rounded up and the difference is disclosed separately as a rounding adjustment before payment. That adjustment does not increase the host’s accommodation earnings or the captured tax. On cancellation, tax, the processing fee and the rounding adjustment are refundable; any guest cancellation deductions apply to the accommodation amount only where the policy accepted at checkout provides for them. Original booking snapshots govern older bookings.

A future request still requires an approved, published getaway, an active eligible host, an enabled booking service and sufficient calendar capacity. An availability label alone does not guarantee these checks. An expired or missing confirmation may require the host to update availability before another request is accepted. A getaway occupied now may accept later dates after its recorded return time if all other checks pass. Room quantities, overlapping reservations and the freshness of connected calendars are checked for the selected interval. If the host cannot honour a paid booking, the host must cancel it through Kamkejani so the cancellation and refund are recorded.

3. Guest cancellations

The cancellation cutoff shown before payment controls ordinary guest cancellation. When check-in is more than 24 hours away at verified payment confirmation, the guest may cancel strictly before 24 hours have elapsed from that confirmation, and never after check-in. If check-in is 24 hours away or less at payment confirmation, ordinary guest cancellation is not available, including same-day reservations. Once the cancellation window has closed, contact support about an exceptional circumstance or a service failure; do not assume a self-service refund is available.

For a new booking accepted under the full-refund offer, an eligible guest cancellation returns the full booking value without a commission or cancellation fee deduction. This includes processing fees, tax and any rounding adjustment. For older bookings, the policy disclosed and accepted at their checkout continues to determine any deductions. The cash, credit and coupon treatment below still applies. Dates are released as soon as cancellation is accepted, independently of refund settlement. If a payout or dispute prevents self-service cancellation, contact support for review; do not assume the booking was cancelled. This contractual policy does not remove mandatory statutory cancellation, refund or consumer rights.

4. Host cancellations

If the host cancels a paid reservation, the guest receives a full refund of the booking payment; the guest does not fund the host’s penalty or Kamkejani’s commission. The host is charged the host cancellation penalty disclosed under the rules accepted for that booking. That amount is recorded separately as a host debt and may be recovered from eligible future booking earnings. Hosts must not ask guests to cancel on their behalf to avoid a penalty.

Host cancellation fees and any documented exceptional waiver are subject to administrator review, applicable law and a recorded audit trail.

5. Refund policy

The accepted refund entitlement is split according to how the booking was funded. The coupon-funded portion is reversed first, eligible booking credit is restored next, and only the remaining refundable cash amount is returned through a payment provider. Coupon discounts and booking credit are not paid out as cash. The host’s cancellation penalty is separate from the guest’s refund.

Restored booking credit retains the original award expiry; expired credit does not become spendable again. A coupon consumed by a confirmed booking is not reinstated after cancellation. If checkout never confirmed a booking, an unused coupon reservation may be released; any later use still needs to meet that campaign’s current validity and usage limits. For a booking funded entirely by credit or a coupon, completed adjustments do not mean a provider sent a cash refund.

An approved cash refund is not the same as a completed cash refund. Its record shows the amount, any disclosed fee, the original payment reference, processing status and provider outcome. Cash refunds return through the original payment source where the payment provider supports this. If that method is unavailable, support must verify and document an appropriate alternative before any payout; a user must never be asked to pay another fee to unlock a refund. Booking-credit and coupon adjustments are recorded separately in the booking ledger and do not require a provider cash refund when no cash was charged.

Provider processing times and failed or delayed refunds must be communicated accurately. Failed payments are not automatically treated as successful charges; an apparent debit must be checked against the provider’s confirmed transaction before another collection or refund. For payment or refund support, contact support@kamkejani.com with the booking reference. Never share a PIN, password or full card details.

6. Host earnings, commission and settlement

Open Earnings & withdrawals to see the methods currently enabled for your account. M-PESA and bank-transfer availability are controlled separately; one unavailable method does not mean every withdrawal route is paused. Only eligible, unreserved earnings can be requested. Each payout requires administrator review and verified settlement through the selected provider. A request or approval is not proof that the money has arrived.

The platform commission and host net amount are recorded against the confirmed booking. Guest funds held for future accommodation or a refund are not all Kamkejani revenue. The booking wallet is an internal settlement ledger, not an interest-bearing bank account, transferable stored-value wallet or deposit product. There are no general top-ups or peer-to-peer transfers.

For nightly getaways, the host share for each completed night becomes eligible at the standard checkout time saved with the booking, in Kenya time. Remaining nights stay held. The final balance, including any late-checkout amount, becomes eligible at the booked checkout. Hourly, same-day and older bookings without a saved nightly breakdown settle at their booked checkout. Earlier availability of host earnings does not reduce a guest’s refund entitlement. Open disputes, pending refunds, lawful compliance checks and disclosed recoverable host debts can prevent or reduce release. A withdrawal request reserves the eligible amount for review; it does not mean money has already been paid. Only confirmed settlement marks it paid. Refund liabilities must remain separately identified and excluded from host withdrawals, earned platform revenue and debt recovery. Ledger segregation is not a representation that a separate trust account, licensed escrow or deposit insurance exists.

Operational policy requires a liquidity reserve funded by Kamkejani’s own funds to support refunds and reversals when provider settlement is delayed or guest funds were already paid out. It must not be funded from an undisclosed guest surcharge or unrelated refund liabilities. This version promises no fixed reserve percentage, automatic replenishment mechanism or universal processing deadline. Authorised staff must review liquidity, arrange required funding, record unresolved shortfalls and escalate failed transfers with accurate notices. A refund obligation does not disappear because funding or recovery is difficult.

A guest’s approved refund is not conditional on collecting host debt. Host cancellation still requires a full guest refund without deducting commission, the host penalty or recovery costs. Only lawful, documented and previously disclosed costs attributable to the host’s responsibility may be recovered after human review and a reasonable opportunity to respond. Kamkejani’s own error, breach or negligence must not be charged to the host. Reviewers must reconcile penalties, provider costs, prior withholding and later repayments so the same liability is never recovered twice or beyond its outstanding amount.

Before you confirm a withdrawal, the quote shows the amount deducted from your available balance, the selected provider's transfer fee, any Kamkejani service fee and applicable tax, and the net amount sent to your verified destination. Available destinations and methods depend on the enabled provider facilities. Any percentage service fee applies to the amount deducted from your balance. Tariffs and service fees can change for new requests; an existing request keeps its accepted breakdown. If a payout is confirmed as unsuccessful, its reserved amount and fees return to your available balance. A pending or uncertain payout stays under review until its outcome is verified.

7. Problems, disputes and notifications

Report an unavailable property, materially inaccurate getaway, payment concern or other booking problem promptly through the booking dashboard or support. Provide accurate facts and evidence. The affected payout can be held while the matter is reviewed. An administrator’s decision and any money movement must remain auditable. Do not close your account to avoid a pending booking, refund or debt.

Reservation requests, host decisions and booking changes create dashboard records and use the enabled email or SMS channels. An SMS may be queued, accepted by its provider, delivered or failed. Accepted means the provider took the message for processing; it does not prove handset delivery. A delivery report or failure reason is shown where the provider supplies it. Delayed, missing or blocked notices do not change the booking’s recorded status. Keep your contact details current and check the dashboard when a message does not arrive.

A chargeback, mobile-money reversal, duplicate debit or refund dispute requires reconciliation against the original capture, earlier refunds and provider-confirmed outcomes. An affected payout may be frozen for proportionate human review while evidence is gathered. Support must not reimburse the same amount through both a refund and a chargeback, nor label a provisional provider entry as a completed refund. The final reviewed entitlement and verified provider settlement determine what remains due; a complaint alone is not proof of host fault.

Review records must identify the reason, affected amount, evidence, decision, provider references and any release or recovery. The affected parties receive appropriate status notices through configured channels, subject to lawful fraud-investigation restrictions. Failed or unresolved cases require escalation to authorised support and the provider as appropriate. An evidence deadline must not remove mandatory rights or prevent lawful provider, regulator or court complaints.

8. Reviews after a getaway

After the booked checkout time and completion of a verified paid booking, the guest can submit one review from My bookings. Cancelled or refunded bookings are not eligible for this verified-booking review. Reviews go to administrator moderation before publication. Hosts may report a concern about a review, but host approval is not required for publication.

9. Your rights and accepted terms

These booking rules supplement the Terms and conditions and Privacy policy. Hosts remain responsible for providing the accommodation and complying with applicable obligations. Kamkejani’s responsibilities for the booking service, payment handling and consumer protection cannot be excluded where the law does not permit it. Statutory rights take priority over conflicting wording. Changes apply to future checkouts with the applicable acknowledgement; existing bookings retain their accepted snapshot and accrued rights.