Effective date: 21 Mar 2025
This Refund Policy applies to cleaning services booked and paid for through Staycation Rentals.
1. Customer cancellations
More than 24 hours before the scheduled arrival window: eligible for a full refund of the service amount paid.
Between 12 and 24 hours before the scheduled arrival window: eligible for a 50% refund. The remaining amount covers reserved labour and scheduling costs.
Less than 12 hours before the scheduled arrival window: payments are non-refundable. A reschedule may be offered at our discretion, subject to availability.
2. Same-day bookings
Same-day and urgent-turnover bookings are non-refundable once payment has been confirmed because staff and operational resources are assigned immediately.
3. Access problems and inaccurate booking information
No refund is due where the cleaning team cannot access the property, is denied entry, or cannot complete the service because the customer supplied inaccurate property details, unsafe working conditions, or incomplete access instructions.
4. Cancellations by Staycation Rentals
If we cancel a confirmed booking and cannot provide a suitable replacement time, the customer will receive a full refund to the original payment method.
5. Service concerns
Any service concern must be reported within 12 hours after the cleaning appointment, together with clear photographs or other relevant evidence. Where the concern is validated, we may provide a corrective visit, service credit, partial refund, or full refund depending on the circumstances.
6. Refund processing
Approved refunds are initiated to the original payment method. M-Pesa processing times depend on the applicable mobile-money process. Card refunds processed through Paystack may take approximately 3–10 working days to reflect, depending on the customer’s bank or card issuer.
7. Non-refundable charges
Completed services, late-cancellation charges, access-failure charges, and third-party costs already incurred on the customer’s instructions are non-refundable unless required by applicable law.
8. Requesting a refund
Send the booking reference, customer name, payment method, reason for the request, and any supporting evidence to admin@staycationrentals.space or contact us on +254796789104.
This policy does not limit any mandatory consumer rights available under applicable Kenyan law.