Mombasani Bookings – Homes, Hotels & Tours
Operated by Mombasani Online Marketplace Ltd
Last Updated: 10 May 2026
1. Overview
This Refund & Cancellation Policy explains how cancellations, refunds, and booking changes are handled on Mombasani Bookings.
By making a booking, you agree to this Policy and the applicable cancellation terms displayed at the time of booking.
2. Types of Cancellation Policies
Each listing (home, hotel, or tour) is assigned one of the following policies by the Vendor:
2.1 Flexible Policy (Recommended)
- Full refund: 48 hours or more before check-in/start time
- 50% refund: 24–48 hours before
- No refund: Less than 24 hours before
2.2 Moderate Policy
- Full refund: 5 days or more before check-in
- 50% refund: 2–5 days before
- No refund: Less than 48 hours before
2.3 Strict Policy
- 50% refund: 7 days or more before check-in
- No refund: Less than 7 days before
⚠️ The specific policy applicable to your booking will always be shown before payment.
3. How to Cancel a Booking
Users may cancel bookings by:
- Logging into their account and selecting “Cancel Booking”
- Contacting support via email: ceo@mombasani.com
Cancellation time is calculated based on when the request is received.
4. Refund Eligibility
Refunds are determined by:
- The cancellation policy selected by the Vendor
- The timing of cancellation
- The nature of the booking (home, hotel, or tour)
5. Vendor-Initiated Cancellations
If a Vendor cancels a confirmed booking:
- You will receive a 100% full refund
- You may be offered an alternative listing
- Vendors may face penalties or suspension
6. Platform-Initiated Cancellations
Mombasani may cancel bookings in cases such as:
- Suspected fraud or payment issues
- Listing inaccuracies or duplication
- Safety or legal concerns
→ In such cases, a full refund will be issued.
7. No-Show Policy
If you fail to:
- Check in
- Arrive for a tour
- Use the booked service
👉 No refund will be issued unless required by law or exceptional circumstances apply.
8. Exceptional Circumstances
Refunds may be considered outside normal policy in cases such as:
- Medical emergencies
- Natural disasters
- Government travel restrictions
Supporting documentation may be required.
9. Refund Processing Time
- Refunds are processed within 3 to 10 business days
- The exact time depends on the payment provider (e.g., M-Pesa)
10. Non-Refundable Situations
Refunds will not be issued for:
- Late cancellations beyond policy limits
- No-shows
- Violations of property or tour rules
- Incorrect booking details provided by the user
11. Partial Refunds
Partial refunds may apply in cases such as:
- Early check-out
- Service not fully delivered
- Disputes resolved in favor of the user
12. Disputes & Resolution
If you believe you are entitled to a refund:
- Contact: ceo@mombasani.com
- Provide booking details and supporting evidence
Mombasani may:
- Mediate between user and vendor
- Issue partial or full refunds where justified
13. Changes to Bookings
Changes (dates, guests, etc.):
- Are subject to Vendor approval
- May result in price adjustments
14. Service Fees
- Platform service fees (if applicable) may be:
- Non-refundable, or
- Partially refundable depending on timing
This will be clearly displayed at checkout.
15. Policy Updates
Mombasani may update this Policy at any time.
Changes will apply to future bookings.
16. Contact Information
Mombasani Online Marketplace Ltd
Off Beach Road, Bombolulu, Nyali
Mombasa County, Kenya
📧 Email: ceo@mombasani.com
🌐 Website: https://www.mombasani.com
