Refund, Cancellation and Booking Terms

These Payment, Cancellation and Booking Terms apply to reservations made directly with Bonsai Villas, including reservations completed through the Bonsai Villas website. By submitting a reservation and completing the required payment, the guest confirms that they have read, understood and accepted these terms.

1. Reservations

All reservations are subject to availability.

The person making the reservation must be at least 18 years old and must be authorised to make the reservation on behalf of every guest included in the booking.

Before completing a reservation, the guest is responsible for checking that the selected property, room or full-house option, travel dates, number of guests, guest details, rate and additional services are correct.

A booking is not confirmed until the required payment has been successfully received and Bonsai Villas has issued a written booking confirmation.

2. Rates and Currency

All accommodation rates are quoted and payable in United States dollars (USD).

The total booking value will be displayed before checkout and may include accommodation, additional guests, optional services, applicable taxes and any other clearly disclosed charges.

Rates may change before a booking is confirmed. Once a reservation has been confirmed, its rate will not change unless the guest requests an amendment that affects the price.

Guests are responsible for currency-conversion charges, international transaction fees or other charges applied by their bank or card provider.

3. Payment for Individual Room Bookings

Individual room bookings require full payment at checkout.

The selected room will only be confirmed once full payment has been successfully received and Bonsai Villas has issued a written booking confirmation.

If payment is declined, reversed or not completed, the room will not be held and may be made available to another guest.

4. Payment for Full-House Bookings

A 50% deposit is required to confirm a full-house booking.

The remaining 50% must be paid no later than one calendar month before the scheduled check-in date.

If a full-house booking is made within one calendar month of check-in, the full booking value is payable at checkout.

A full-house reservation is only confirmed once the required deposit or full payment has been successfully received and Bonsai Villas has issued a written booking confirmation.

The booking confirmation will show:

• The total booking value
• The amount received
• The outstanding balance
• The date by which the balance must be paid

Failure to pay the outstanding balance by the stated deadline may result in cancellation of the reservation. Any cancellation charges will be calculated in accordance with these terms.

5. Booking Confirmation

A booking confirmation will be sent to the email address supplied during checkout.

The guest must check the confirmation and notify Bonsai Villas promptly if any information is incorrect. The confirmation should be retained as a record of the reservation and the terms accepted at the time of booking.

6. Cancellation Requests

All cancellation requests must be submitted to Bonsai Villas in writing.

The effective cancellation date is the date on which Bonsai Villas receives the written request. Cancellation charges are calculated against the total value of the confirmed booking, not only the amount already paid.

The following charges apply to cancellations received within seven months of the scheduled arrival date:

• Six months or more, but less than seven months, before arrival: 30% of the total booking value.
• Four months or more, but less than six months, before arrival: 50% of the total booking value.
• Two months or more, but less than four months, before arrival: 75% of the total booking value.
• Less than two months before arrival: 100% of the total booking value.

Where the applicable cancellation charge is less than the amount already paid, any refund due will be calculated after the cancellation charge and any permitted non-recoverable transaction costs have been deducted.

Where the applicable cancellation charge exceeds the amount already paid, the guest remains responsible for the outstanding portion of the cancellation charge.

The cancellation conditions accepted when the reservation is made will apply to that booking.

7. Refunds

Where a refund is due, Bonsai Villas will confirm the refundable amount in writing.

Approved refunds will, where possible, be returned through the original payment method. Processing times are determined by the payment provider and the guest’s bank.

Currency-conversion differences, bank charges and payment-processing costs that cannot be recovered by Bonsai Villas may be excluded from the refund, where permitted.

No refund is payable where the applicable cancellation charge is 100% of the total booking value.

8. Rescheduling and Booking Changes

All requests to reschedule or amend a booking must be submitted to Bonsai Villas in writing.

Rescheduling is subject to availability and is not confirmed until Bonsai Villas has issued an updated written booking confirmation.

If the revised booking costs more than the original booking, the guest must pay the difference before the amendment is confirmed.

If the revised booking costs less than the original booking, any refund or credit will be determined according to the cancellation terms applicable to the original reservation.

A request to reschedule does not suspend an existing payment deadline. Until the change is confirmed in writing, the original dates, payment obligations and cancellation conditions remain applicable.

If Bonsai Villas cannot accommodate the requested dates, the request will be treated as a cancellation and the applicable cancellation charges will apply.

9. No-Shows and Early Departures

A guest who does not arrive on the confirmed check-in date and has not notified Bonsai Villas will be treated as a no-show.

No-shows will be charged 100% of the total booking value. No refund will be issued for unused accommodation, meals or services.

Guests who arrive after the confirmed arrival date or depart before the confirmed check-out date will not be entitled to a refund for unused nights or services.

10. Check-In and Check-Out

Guests must comply with the check-in and check-out times published on the website and stated in the booking confirmation.

Early check-in and late check-out are subject to availability and may incur an additional charge.

Guests may be required to present valid identification and the payment card used for the reservation at check-in.

11. Occupancy and Guest Details

The number of guests staying in a room or property may not exceed the maximum occupancy stated on the relevant listing.

All adults and children must be included in the reservation. Additional guests must be approved by Bonsai Villas before arrival and may incur an additional charge.

Bonsai Villas may refuse accommodation or require an additional room to be booked if the permitted occupancy is exceeded.

12. Children, Cots and Extra Beds

Children, cots and extra beds must be included in the booking request and are subject to the capacity of the selected room and availability.

Any applicable charges will be displayed during booking or confirmed by Bonsai Villas before the reservation is finalised.

13. Guest Responsibilities

Guests must:

• Treat the property, its contents, staff and other guests with respect
• Comply with the accommodation and house rules
• Avoid excessive noise or disruptive behaviour
• Use the accommodation only for its intended purpose
• Report damage or maintenance concerns promptly

The person who makes the booking is responsible for the conduct of every person included in the reservation.

Guests may be charged for damage, loss, missing property or excessive cleaning resulting from their stay.

14. Unacceptable Conduct

Bonsai Villas reserves the right to refuse entry or terminate a stay where a guest:

• Behaves in a threatening, abusive or unlawful manner
• Causes serious disruption to staff or other guests
• Intentionally damages the property
• Exceeds the permitted occupancy
• Uses the accommodation for an unauthorised purpose
• Seriously or repeatedly breaches the accommodation rules

Where a stay is terminated because of guest misconduct, no refund will be payable for unused accommodation or services.

15. Changes or Cancellations by Bonsai Villas

If Bonsai Villas cannot provide the confirmed accommodation because of an operational issue or circumstances beyond its reasonable control, the guest will be contacted as soon as reasonably possible.

Depending on the circumstances, Bonsai Villas may offer:

• Suitable alternative accommodation
• Alternative dates
• A credit towards a future stay
• A refund for accommodation that cannot be provided

Any alternative arrangement will be discussed with the guest before it is confirmed.

16. Events Beyond Reasonable Control

Bonsai Villas will take reasonable steps to assist guests when a reservation is affected by events beyond its reasonable control. These may include severe weather, natural disasters, government restrictions, civil unrest, utility failures, public-health emergencies or other events that prevent normal operation.

Any refund, credit or date change offered in these circumstances will depend on the nature of the event, costs already incurred and the terms accepted when the reservation was made.

Nothing in this section limits any right that cannot lawfully be excluded.

17. Personal Information

Personal information supplied during the booking process will be used to:

• Process and manage the reservation
• Communicate with the guest
• Process payments and refunds
• Provide the requested accommodation and services
• Meet applicable legal, security and record-keeping obligations

Further information is available in the Bonsai Villas Privacy Policy.

18. Website, Pricing and Availability Errors

Bonsai Villas takes reasonable care to ensure that room descriptions, prices and availability are accurate.

If an obvious pricing, availability or technical error affects a reservation, Bonsai Villas will notify the guest and provide an opportunity to confirm the booking at the correct rate or receive a refund of the amount paid.

19. Complaints and Concerns

Guests should report concerns as soon as possible during their stay so that Bonsai Villas has a reasonable opportunity to address them.

Booking changes, cancellations and other enquiries must be submitted through the contact details published on the Bonsai Villas website.

20. Applicable Terms and Law

The terms displayed and accepted when the reservation is made form part of the booking agreement between the guest and Bonsai Villas.

These terms are governed by the applicable laws of Kenya. Nothing in these terms excludes or limits a consumer right that cannot lawfully be excluded.

21. Acceptance

By selecting the acceptance box and completing a reservation, the guest confirms:

“I have reviewed my booking details and agree to the Payment, Cancellation and Booking Terms and the Accommodation Information applicable to my stay.”