Last updated: 29 September 2026. This policy explains when you can cancel a booking for free, how refunds work and what happens if we have to cancel. It forms part of our Booking Terms and Conditions.
In short
- Free cancellation for 48 hours after your booking is confirmed. If check-in comes sooner, free cancellation ends at check-in.
- After that, the booking is non-refundable. We will try to offer you new dates instead, but we cannot promise to.
- Unpaid reservations cost nothing. If you do not pay within the time shown, the reservation is released automatically.
- If we cancel, you get a full refund or a comparable apartment.
1. Unpaid reservations
1.1 When you reserve an apartment, we hold it for you for the time shown on the booking page (currently one hour) while you pay. If we do not receive a report of your payment in that time, the reservation is released automatically and you owe nothing.
1.2 If you have already paid when a reservation is released, contact us straight away with your M-Pesa transaction code. If the dates are still available we will confirm your booking. If they are not, we will refund your payment in full.
2. Free cancellation
2.1 You may cancel a confirmed booking free of charge within 48 hours of the time we confirmed it by email.
2.2 If check-in is less than 48 hours after confirmation, the free cancellation period ends at the check-in time on your arrival date.
2.3 The end of your free cancellation period is shown in your confirmation email and on your Manage booking page.
3. Cancelling after the free cancellation period
3.1 If you cancel after the free cancellation period has ended, the booking is non-refundable. We will try to offer you new dates instead, subject to availability and at our discretion.
3.2 If you do not arrive (a “no-show”), the booking is treated as cancelled after the free cancellation period.
3.3 If you leave before the end of your stay, no refund is due for the unused nights.
3.4 A refundable caution deposit is always returned in line with our Booking Terms and Conditions, whether or not the rest of the booking is refunded.
3.5 In exceptional circumstances, such as a serious illness, a bereavement or a travel ban, we will consider offering new dates or a partial refund, at our discretion. Please contact us as soon as you can.
4. How to cancel
4.1 To cancel, call, WhatsApp or email us with your booking code:
- Phone and WhatsApp: +254 726 127 228
- Email: stay@eudoraz.com
4.2 A cancellation takes effect at the time we receive your message. We will confirm it to you in writing. Please keep our confirmation.
4.3 Bookings cannot be cancelled on the website itself.
5. Changing your dates
5.1 If you would like to change your dates rather than cancel, contact us. Changes depend on availability and on any difference in price. Changes requested within the free cancellation period are free. After the free cancellation period, we may agree to one change of dates per booking, at our discretion. If the new dates cost less, no refund of the difference is due.
6. How refunds are paid
6.1 Refunds are sent to the M-Pesa number or bank account the payment came from, within 7 days of the cancellation being confirmed.
6.2 We refund the amount you paid for the booking. Charges made by M-Pesa or your bank when you sent the payment are not refundable.
6.3 If you need the refund sent to a different number or account, we will ask you to confirm your identity first, to protect you from fraud.
7. Cancellation by us
7.1 If we have to cancel your booking, or the apartment becomes unavailable for a reason we did not cause, we will tell you as soon as possible and offer you either a comparable apartment at no extra cost, if one is available, or a full refund of everything you paid.
7.2 If we end your stay because you or a guest seriously broke our Booking Terms and Conditions or the house rules, no refund is due for the remaining nights.
8. Events outside anyone’s control
8.1 If an event outside our reasonable control, such as a natural disaster, civil unrest or a government order, prevents your stay, we will offer you new dates or a refund for the nights affected.
9. Your statutory rights
9.1 This policy does not affect any rights you have under the Consumer Protection Act, 2012.