Refund Policy

Cancellation and refund terms depend on the rate plan selected at booking. The specific terms shown on your booking confirmation always take priority over the general terms below.

Cancellation windows

Standard (flexible) rate bookings follow two tiers, based on whether check-in has been reached:

• Any time before the check-in date — 30% of amounts paid is forfeited as soon as payment is made; the remaining 70% is refunded.
• On or after the day of check-in (including no-shows) — no refund.

Eligible refunds

The refund due under the tiers above is paid to the original Mobile Money account used for payment. Only the tier that applies on the day you cancel determines the refund amount — there is no partial credit for time already elapsed within a tier.

Non-refundable bookings

Discounted advance-purchase or promotional rates marked as “non-refundable” at the time of booking are not eligible for a refund on cancellation, date change, or no-show under any of the tiers above, except where required by law or where we are unable to honour the reservation.

No-show policy

If a guest does not arrive by the end of the check-in day and has not contacted us to arrange a later arrival, the reservation is treated as a no-show and falls under the “on or after the day of check-in” tier above: no refund is given for the booking.

Early departures

Guests who choose to leave before their scheduled check-out date are not entitled to a refund for unused nights, except where the early departure is due to a verified failure on our part to provide the room or service booked, in which case a partial refund may be issued at management’s discretion.

Booking modifications

Date or room changes are free of charge any time before the check-in date, subject to availability; any rate difference for the new dates or room category will be charged or refunded accordingly. Modification requests made on or after the day of check-in are treated as a cancellation and re-booking under the tiers above.

Refund timelines

Approved refunds are issued to the original Mobile Money number used for payment and are typically initiated within 3 business days of approval.

Processing delays

Once initiated, the time for a refund to reach your Mobile Money account depends on your mobile network operator (MTN Mobile Money or Airtel Money) and our payment processing partner, and can take up to 5–10 business days. If a refund has not arrived after 10 business days, please contact us with your booking reference and we will follow up with our payment processing partner on your behalf.

For cancellations, refund requests, or questions about this policy, contact us at kepaecovilla@gmail.com or +250 781 422 458, and please include your booking reference so we can assist you quickly.