Cancellation Policy

CANCELLATION, REFUND AND BOOKING POLICY

Effective Date: August 9, 2026
Last Updated: August 9, 2026

CURRENT BOOKING MODEL

Vamos Homes helps travelers discover, compare and book curated stays across Kenya.

Vamos manages the traveler experience and property matching. Novano Retreats manages reservation operations, booking payments and confirmation in coordination with property hosts.

Each property remains independently owned or managed, and cancellation terms may differ between properties.

This policy applies to bookings initiated through the Vamos Homes website, WhatsApp, Instagram, Facebook, phone, email or other Vamos channels.

7. CANCELLATIONS AND REFUNDS

7.1 Property Cancellation Terms

Each property has its own cancellation, amendment and refund conditions.

The applicable terms will be communicated to the traveler before the required booking payment is made.

By making the booking payment, the traveler accepts the cancellation terms provided for that reservation.

7.2 Booking Deposits

Most reservations require a booking deposit to secure the property.

The required amount and payment terms are communicated before payment.

A reservation is considered confirmed only after availability has been confirmed and the required payment has been received and verified.

7.3 Guest Cancellations

Travelers wishing to cancel should contact Vamos as soon as possible.

Refund eligibility depends on the cancellation terms accepted for that specific property and booking.

Where a refund is due, Novano Retreats coordinates the process in accordance with the applicable booking terms.

7.4 Changes to Dates or Guest Details

Requests to change dates, guest numbers or other booking details are subject to property availability and host approval.

Any difference in price will be communicated before the change is confirmed.

7.5 Host Cancellations

If a host is unable to honor a confirmed reservation, Vamos and Novano Retreats will work with the traveler to seek a suitable alternative or coordinate the applicable refund.

Alternative properties may differ in location, price, amenities or availability.

7.6 Property Damage and House Rules

Travelers are responsible for following the property's house rules and for any damage attributable to their group during the stay.

Any security deposit or damage terms specific to the property will be communicated before booking where applicable.

8. BOOKINGS MADE UNDER EARLIER MODELS

Before January 1, 2026

Bookings made before January 1, 2026 were completed under Vamos Homes' previous operating model.

Questions regarding those bookings should be directed to:

Email: stays@vamoshomes.co.ke
WhatsApp / Phone: +254 117 737 425

These matters are handled according to the terms that applied when the original booking was made.

January 1 to August 8, 2026

During this period, Vamos operated under a referral and curation model where travelers generally transacted directly with property hosts.

Bookings initiated during that period remain subject to the terms communicated at the time of booking.

9. CONTACTING VAMOS

For cancellations, booking changes or questions about this policy, contact:

Email: stays@vamoshomes.co.ke
WhatsApp / Phone: +254 117 737 425

Please include the booking name, property, travel dates and reservation details so the team can assist quickly.