Payments & paid services

1. Before you pay

Checkout shows the service, duration or contact quantity, currency, price, any discount, applicable tax and final amount. Payments are charged in KES; another display currency is an estimate. Any M-PESA whole-shilling rounding is included in the amount shown before you confirm.

Use a payment method offered in that checkout. A provider may be paused or unavailable for a particular service. Enter card details, payment PINs and verification codes only in the relevant secure payment flow. Kamkejani support will not ask you to send them in chat or by email.

Provide accurate receipt details when requested. A phone-based account may need an email address for card checkout. Adding receipt details does not by itself verify that email address or phone number.

2. Payment status and missing access

A successful redirect or bank debit alone does not confirm that Kamkejani has delivered the service. Kamkejani verifies the provider transaction and records the purchase before granting access or paid time. A coupon-funded purchase is recorded without an external charge when the amount due is zero.

If payment is pending, check its status before trying again. If you paid but cannot see the contact, credits, subscription or promotion, reopen the original payment or check Billing activity. Contact support with the payment reference and service name if it remains unresolved; do not make a second payment to repair the first.

A verified payment must be reconciled with the service delivered. If a paid service cannot be supplied because of a confirmed platform or payment failure, contact support for correction or review of a refund.

3. Single contacts and contact packs

A single contact purchase unlocks the selected host contact and the location details offered for that getaway or room. A contact pack adds the stated number of contact credits to the purchasing account. Using a credit unlocks one eligible contact; it does not buy accommodation.

A valid contact can be reopened during its 12-hour access window without another charge or credit. Keep the original browser or signed-in account so the access can be recognised. Once that window ends, the current access conditions apply again.

Buying contact access does not reserve dates, guarantee a host response or pay a deposit. Confirm any direct booking, price and cancellation agreement with the host. Payments made directly to a host do not enter Kamkejani’s booking settlement records.

4. Subscriptions and promotions

A host subscription provides the access described for the selected plan and paid period. A promotion provides the selected placement and duration for an eligible getaway. The purchase screen and account record show the applicable start and end times.

Payment does not bypass listing approval, verification, publication or date availability checks. In general discovery, active promotions appear before offers and ordinary stays, with accelerated promotions receiving a greater share of the promoted rotation. A booking for one period does not remove that priority for future enquiries. Searches for particular dates still require capacity throughout those dates. Promotion does not guarantee an AI recommendation, enquiries, bookings or earnings; AI ranks the guest’s needs independently of payment.

A paused promotion protects its remaining paid time. You can resume an approved, published getaway while it is booked to promote future enquiries; the paid countdown then continues. Manually paused campaigns stay paused until you resume them.

A one-time purchase ends when its paid period expires. Buying a plan or using a coupon does not automatically enrol you in recurring charges.

5. Automatic renewals

Automatic renewal applies only where it is offered, you explicitly opt in and the required reusable payment authorisation is available. Review the service, interval and charge before enabling it. Saving a card alone is not permission to renew a service.

Manage or cancel an agreement in Billing activity under Manage automatic renewals. Cancellation stops future renewal attempts and keeps time already paid for. A payment already sent to the provider may still complete and must be reconciled; cancelling does not reverse that payment.

If a renewal is pending or unsuccessful, check the agreement and payment status. An unresolved attempt is not treated as another successful purchase. Coupons currently apply to one-time purchases, so switch off automatic renewal before applying a coupon.

6. Coupon campaigns

An administrator may issue a coupon for bookings, subscriptions, promotions, single contacts or contact packs. Each code has its own eligible services, valid dates, minimum spend, discount and usage limits. Some campaigns require a verified phone. Enter one code at checkout and review the accepted discount before paying.

For paid platform services, the coupon reduces the service subtotal and any applicable tax is recalculated. For a booking, it reduces the total payable by the guest; booking credit is then applied to the remainder. The checkout shows the cash amount due. A booking coupon does not reduce the host earnings recorded for that booking.

A coupon is consumed when its purchase is confirmed. A used coupon is not restored automatically after a cancellation or refund. A coupon discount cannot be withdrawn, transferred as money or refunded as cash. An unused checkout can temporarily reserve a coupon use while its payment is unresolved.

7. Guest booking credit

Referral booking credit is separate from a contact pack or coupon. It pays towards an eligible Book with Kamkejani reservation, and you pay any remaining balance. It cannot pay for contacts, subscriptions or promotions, and cannot be withdrawn as cash.

Your reward record shows its value and expiry. Confirm a booking before the credit expires; the booked getaway may take place later. Unused credit and credit returned after an eligible cancellation retain the original expiry. Expired credit does not become spendable again after a refund.

A booking refund separates the cash paid, reward credit used and coupon discount. Only the refundable cash portion is returned through a payment provider. Eligible credit is restored to the reward account with its original expiry; the coupon portion is not paid out as cash.

8. Refunds and support

For contact access, subscriptions and promotions, refund review considers the purchased service, verified payment, access or paid time already supplied, the reason for the request and applicable consumer rights. There is no blanket promise that every unused purchase is refundable. Report an incorrect charge or missing service with its transaction reference.

An approved cash refund remains pending until the payment provider confirms the outcome. Provider delays or failures do not mean a refund is complete. Refunds normally return to the original payment source; any alternative requires support to verify the recipient and record the arrangement.

Kamkejani’s booking cancellation window applies only to managed accommodation bookings. It does not become a general cancellation rule for contacts, subscriptions or promotions. Nothing in this policy removes mandatory consumer rights or Kamkejani’s responsibility for its own service.