Book Mahali Cancellation and Refund Policy

Last Updated: April 2025

This Cancellation and Refund Policy ("Cancellation Policy") is part of the Terms & Conditions Agreement for listing and booking on the Book Mahali platform, operated by OBY International Ltd. All Hosts and Users are required to understand and agree to this policy before using the Platform.

Overview

Book Mahali strives to ensure smooth booking experiences between Hosts and Users. We recognize that changes in plans occur. This policy defines how cancellations, refunds, and payout adjustments are handled for confirmed bookings.

Grace Period for Cancellations

Users may cancel their booking within 24 hours of receiving a Booking Confirmation provided the cancellation is made at least 48 hours before the scheduled start time. In such cases, the User will receive a 100% refund of the booking amount including fees.

Host Cancellation Policy Options


Hosts may select one of the following standard cancellation policies when setting up or editing a listing. The selected policy must be clearly displayed on the listing.
Very Flexible

• 100% refund if cancelled more than 24 hours before booking start time.

• No refund if cancelled within 24 hours of booking start time.

Flexible

• 100% refund if cancelled more than 7 days before booking start time.

• 50% refund if cancelled between 7 days and 24 hours before start time.

• No refund if cancelled within 24 hours of booking start time.

Standard 30-Day

• 100% refund if cancelled more than 30 days before booking start time.

• 50% refund if cancelled between 30 and 7 days before start time.

• No refund if cancelled less than 7 days before start time.

• Bookings made less than 30 days before the event are eligible for a 50% refund if cancelled at least 7 days before; otherwise, non-refundable.

Standard 90-Day

• 100% refund if cancelled more than 90 days before event start.

• 50% refund if cancelled between 90 and 14 days before event start.

• No refund if cancelled less than 14 days before event start.

• Bookings made less than 90 days before the event are only eligible for a 50% refund if cancelled at least 14 days in advance.

Host-Initiated Cancellations

Hosts may cancel bookings in emergencies (e.g., property damage, safety issues, force majeure). The Host must notify both the User and Book Mahali immediately. A full refund will be issued to the User.
Unexcused or repeated Host cancellations may result in penalties, such as:

• Delisting of the space

• Reduced visibility on the platform

• Temporary suspension or permanent removal

User No-Shows

If a User fails to attend their booking without notice, the Host is entitled to retain up to 100% of the booking fee, unless otherwise stated in the cancellation policy.

Refund Process

To request a refund, Users must email contact@bookmahali.co.ke within 48 hours after the scheduled booking end time with:

• Booking reference number

• Reason for cancellation

• Supporting documentation (if applicable)

Refunds will be processed within 7 business days of review.

Split Payments & Refunds

If a User paid in installments (e.g., 50% upfront, 50% on event completion):

• Refunds are calculated from the total booking amount.

• Refunds on the second installment may be applied via cancellation of future scheduled charges or partially refunding already paid amounts.

Property Disruptions or Unusable Spaces

Users may request a full or partial refund if:

• The Host’s space was inaccessible.

• Key features/amenities were misrepresented.

• There were safety issues not disclosed in advance.

Book Mahali may mediate and request evidence to resolve such disputes fairly.

Extenuating Circumstances (Excused Cancellations)

Book Mahali may override standard policies in emergencies such as:

• Death or serious illness of Host, User, or immediate family

• Natural disasters or declared emergencies

• Government travel restrictions or safety advisories

• Legal prohibitions on use of the space

In such cases, Book Mahali may issue full refunds and waive cancellation penalties.

Multi-Day Bookings

Cancellation deadlines apply to the start time of each individual day in a multi-day or non-consecutive-day booking.

Dispute Resolution


In the event of a conflict about cancellations or refunds:

• The parties should first seek to resolve the issue amicably.

• If unresolved, the matter will be referred to arbitration in Nairobi in line with Kenya’s Arbitration Act, 1995.

For any questions or clarifications, please contact contact@bookmahali.com.