CANCELLATION & REFUNDS

Cancellation Tiers

How Refunds Are Processed

• Refunds are issued to the original payment method used at the time of booking.
• Processing time is typically 5 to 10 business days depending on your bank or card provider.
• Nyumbani BNBS service fees are non-refundable in all cases unless the cancellation is due to a platform error.
• Partial refunds (e.g. under the Moderate tier) are calculated on the nightly rate only, excluding any applicable fees.
• Refund confirmation will be sent to the email address associated with your booking.

If your refund has not arrived after 10 business days, contact us at refunds@nyumbanibnbs.com.

Guest-Initiated Cancellations

• To cancel a booking, navigate to your booking details and select Cancel Booking.
• The cancellation policy applied is the one set by the host on the listing — not a platform default.
• The cancellation deadline is calculated from the check-in time (12:00 PM local time) on the first night of your stay.
• Once a cancellation is submitted it cannot be reversed — you will need to make a new booking request if you change your mind.

Host-Initiated Cancellations

• If a host cancels a confirmed booking, guests receive a full refund regardless of the listing's cancellation tier.
• Hosts who cancel confirmed bookings may have their listing visibility reduced and their account flagged.
• Repeated host cancellations may result in account suspension pending review.
• Nyumbani BNBS will assist the guest in finding alternative accommodation where possible.

Extenuating Circumstances

In exceptional situations — such as serious illness, natural disasters, government travel restrictions, or bereavement — Nyumbani BNBS may grant a full refund outside the standard cancellation terms. To apply:

• Submit a request within 24 hours of the check-in date.
• Provide supporting documentation (e.g. medical certificate, official notice, death certificate).
• All decisions are made at Nyumbani BNBS's sole discretion and are final.

Disputes & Appeals

• If you believe a cancellation was processed incorrectly, you may file a dispute within 7 days of the cancellation date.
• Disputes are reviewed by the Nyumbani BNBS trust team and resolved within 5 business days.
• Both guests and hosts will be contacted during the review process.
• Platform decisions on disputes are binding and final.