Vamos Homes

Vamos Homes

Terms, Cancellation and Privacy Policy

VAMOS HOMES TERMS, BOOKING AND CANCELLATION POLICY

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

INTRODUCTION

These Terms apply to travelers, hosts and other users who access or use Vamos Homes through our website, WhatsApp, Instagram, Facebook, email, phone or other Vamos channels.

By using our services, submitting a booking request, listing a property or making a booking payment, you agree to the terms applicable to that service and booking.

Vamos Homes helps travelers discover, compare and book curated accommodation and travel experiences across Kenya.

Vamos manages the traveler relationship, property discovery and booking support. Novano Retreats manages reservation operations, booking payments and confirmations in coordination with property hosts.

Certain technology used in the reservation experience may be provided by Nzoka and other service providers.

Individual properties remain independently owned or managed by their respective hosts.

1. DEFINITIONS

For these Terms:

“Vamos” or “Vamos Homes” means the Vamos Homes travel brand and platform operated through Vamos Concepts.

“Traveler,” “Guest” or “Customer” means the person making an enquiry or reservation and, where applicable, the other members of their group.

“Host” means the owner, manager or authorized representative of an accommodation property or travel service listed or recommended through Vamos.

“Novano Retreats” means the reservation operations partner currently responsible for managing booking operations and payments for Vamos reservations.

“Property” means accommodation offered through Vamos, including apartments, villas, cottages, holiday homes, hotels and other stays.

“Booking” or “Reservation” means a confirmed arrangement for accommodation or another travel service after availability has been verified, the required payment has been received and confirmation has been issued.

“Booking Deposit” means the amount required to secure a reservation.

“Platform” includes the Vamos website and any Vamos booking or communication channel.

2. VAMOS SERVICES

Vamos may provide:

  • Curated accommodation listings

  • Property recommendations

  • Group travel assistance

  • Availability enquiries

  • Booking support

  • Travel and destination recommendations

  • Host and traveler communication

  • Reservation coordination

  • Activities and experience recommendations

Vamos may use both human and automated assistance to provide these services.

Availability, pricing and property conditions remain subject to confirmation before a reservation is finalized.

3. BOOKING PROCESS

A typical booking follows these steps:

  1. The traveler provides destination, dates, group size, budget and preferences.

  2. Vamos recommends suitable properties.

  3. Availability and current pricing are checked.

  4. The traveler receives the applicable property terms and payment requirements.

  5. The required booking payment is made.

  6. Payment is verified.

  7. Booking confirmation is issued.

A property enquiry, recommendation, quotation or automated message does not by itself create a confirmed reservation.

A reservation is confirmed only after the required availability and payment checks have been completed and a confirmation has been issued.

4. AVAILABILITY AND PRICING

Property availability can change quickly.

Vamos may receive availability information from hosts, property managers, online calendars or other booking systems.

Final availability must be confirmed before payment or reservation confirmation.

Rates may vary according to:

  • Travel dates

  • Number of guests

  • Length of stay

  • Season

  • Property requirements

  • Additional services

  • Host pricing changes

The final amount applicable to a reservation will be communicated before the required booking payment is made.

If an obvious pricing or availability error occurs before confirmation, Vamos may correct the information and give the traveler an opportunity to continue or decline the booking.

5. BOOKING PAYMENTS

Most reservations require a booking deposit to secure the property.

The required amount, commonly 50% of the booking value, will be communicated before payment.

The remaining balance and its due date will also be communicated as part of the booking terms.

Booking payments are currently managed through Novano Retreats as part of the Vamos reservation process.

Where another authorized payment recipient is used, that recipient will be clearly identified before payment.

Travelers should only make payments using details officially provided through Vamos or the reservations team.

Vamos is not responsible for payments made to unauthorized numbers, accounts or individuals outside the official booking instructions.

6. PAYMENT CONFIRMATION

A payment is considered received only after it has been verified through the applicable payment channel.

Travelers may be asked to provide the transaction reference or payment confirmation.

Payment alone does not confirm a reservation where property availability has not yet been verified.

Once payment and availability have been confirmed, the traveler will receive booking confirmation or further booking instructions.

7. CANCELLATION AND REFUND POLICY

7.1 Property Specific Cancellation Terms

Different properties may have different cancellation and refund rules.

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

By proceeding with payment, the traveler accepts the cancellation terms communicated for that reservation.

Nothing in these Terms removes any rights that cannot lawfully be excluded.

7.2 Guest Cancellations

Travelers who wish to cancel should contact Vamos as soon as possible.

Refund eligibility will depend on:

  • The cancellation policy communicated for the property

  • How close the cancellation is to the check in date

  • Amounts already committed to the property or other providers

  • Any non refundable services already supplied

  • Applicable law

Where a refund is due, Novano Retreats coordinates the refund process according to the applicable booking terms.

7.3 Changes to Travel Dates

Requests to move travel dates are subject to:

  • Availability

  • Host approval

  • Seasonal rate differences

  • Property specific terms

A booking is not considered changed until the revised dates and any additional amount have been confirmed.

7.4 Changes to Guest Numbers

Travelers must provide accurate guest numbers.

Adding guests may result in:

  • Additional charges

  • Different accommodation requirements

  • Host approval requirements

  • Cancellation where the property's maximum occupancy would be exceeded

A traveler must not exceed the property's stated maximum occupancy without written approval.

7.5 Host Cancellation or Property Unavailability

If a confirmed property becomes unavailable because the host cannot honor the reservation, Vamos and Novano Retreats will work with the traveler to resolve the booking.

Where reasonably possible, the traveler may be offered a suitable alternative.

If the traveler does not accept an available alternative, amounts due for refund for the unavailable accommodation will be processed according to the applicable booking terms and law.

7.6 No Shows

Failure to arrive for a confirmed reservation without cancellation may be treated as a no show.

Refunds for no shows are subject to the property's applicable cancellation terms.

7.7 Early Departure

Leaving a property before the confirmed checkout date does not automatically create a right to a refund.

Any refund or credit will depend on the circumstances, property policy and applicable law.

7.8 Refund Processing

Approved refunds are processed using the appropriate payment or booking channel.

Processing time may depend on the payment provider, host settlement status and the circumstances of the booking.

Travelers should provide accurate payment details where required.

8. PROPERTY RULES AND GUEST CONDUCT

Guests must comply with the rules communicated for the property.

These may cover:

  • Maximum occupancy

  • Noise

  • Parties and events

  • Pets

  • Smoking

  • Check in and checkout

  • Visitors

  • Security

  • Property facilities

Serious or repeated breaches may result in removal from the property without refund where permitted by the applicable booking terms and law.

9. PROPERTY DAMAGE

Travelers are responsible for damage caused by themselves or members of their group beyond reasonable wear and tear.

A host may require a security deposit or other damage protection.

Where applicable, these requirements will be communicated before booking or check in.

Claims relating to damage should be supported by reasonable evidence.

10. CHECK IN AND CHECKOUT

Check in and checkout times vary between properties.

The traveler is responsible for observing the times provided with their booking.

Early check in and late checkout are subject to availability and may attract additional charges.

11. HOST RESPONSIBILITIES

Hosts listing or working with Vamos are responsible for providing accurate information about:

  • Property location

  • Rates

  • Availability

  • Capacity

  • Amenities

  • House rules

  • Photos

  • Cancellation terms

  • Security deposits

  • Other relevant booking conditions

Hosts must have the authority to offer the property for accommodation.

Hosts are responsible for maintaining the property in a condition reasonably consistent with the information provided to travelers.

12. LISTING VERIFICATION

Vamos aims to work with properties it has visited, vetted or reasonably verified through trusted host relationships and available evidence.

Verification does not mean Vamos guarantees that a property will remain unchanged or free from operational problems.

Travelers should report material differences or concerns as soon as possible so the reservations team can assist.

13. VEE AND AUTOMATED ASSISTANCE

Vamos may use Vee, automated messaging and other technology to:

  • Understand travel requirements

  • Recommend properties

  • Answer common questions

  • Provide destination information

  • Assist with booking enquiries

  • Follow up on incomplete enquiries

Automated recommendations are intended to make discovery and booking faster.

Final availability, pricing, payment status and booking confirmation remain subject to the appropriate reservation checks.

Where automated assistance cannot reliably answer a request, the enquiry may be transferred to a human team member.

14. THIRD PARTY SERVICES

Some services may be provided by independent hosts, guides, transport companies, activity providers or other third parties.

Where Vamos assists with such services, the traveler may also be subject to that provider's terms.

Vamos will not knowingly represent itself as the provider of a third party service where it is not.

15. TRAVELER RESPONSIBILITIES

Travelers are responsible for:

  • Providing accurate booking information

  • Reviewing property details before payment

  • Reviewing cancellation terms

  • Providing correct travel dates

  • Providing accurate guest numbers

  • Making payments only to authorized accounts

  • Complying with property rules

  • Respecting hosts, staff and surrounding communities

The person making the booking is responsible for communicating relevant booking terms to members of their group.

16. PROHIBITED USE

Users must not use Vamos services to:

  • Commit fraud

  • Submit false information

  • Impersonate another person

  • Attempt unauthorized access to systems

  • Distribute malware

  • Abuse hosts, travelers or staff

  • Violate applicable law

  • Scrape or reproduce protected Vamos content for unauthorized commercial use

Vamos may restrict access where misuse, fraud, security risk or serious misconduct is reasonably suspected.

17. PRIVACY AND DATA

Personal information is handled according to the Vamos Homes Privacy Policy and applicable Kenyan data protection law.

Information may be shared with hosts, Novano Retreats, technology providers and other parties where reasonably necessary to process enquiries, manage bookings, provide support or comply with legal obligations.

18. INTELLECTUAL PROPERTY

Unless otherwise stated, the Vamos name, brand, website content, written material, original photographs, design elements and other original platform content belong to Vamos or their respective licensors.

Property photographs and information supplied by hosts remain subject to the rights of the relevant owner or licensor.

Users may not reproduce or commercially exploit protected Vamos material without permission.

19. WEBSITE AND COMMUNICATION AVAILABILITY

Vamos uses online services that may occasionally experience delays, outages or technical problems.

Vamos does not guarantee uninterrupted access to the website, WhatsApp automation, social media services or other digital systems.

Where automated systems are unavailable, travelers may contact the team through another available channel.

20. ACCURACY OF INFORMATION

Vamos takes reasonable steps to keep property and travel information accurate.

Some information is supplied by hosts and third parties and may change without immediate notice.

Where Vamos becomes aware of a material error affecting a booking, we will take reasonable steps to correct it and assist the affected traveler.

21. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits rights or remedies that cannot lawfully be excluded.

To the extent permitted by law, Vamos is not responsible for losses resulting solely from:

  • Events outside its reasonable control

  • False information supplied by a traveler or host

  • Unauthorized payments made outside official instructions

  • A traveler's breach of property rules

  • Independent acts of third party providers that Vamos could not reasonably control

Vamos does not exclude responsibility for its own fraud, wilful misconduct, gross negligence or any liability that applicable law does not permit to be excluded.

22. FORCE MAJEURE

Vamos, Novano Retreats or a host may be affected by circumstances outside reasonable control, including severe weather, natural disasters, government restrictions, transport disruption, civil disturbance, utility failure or other significant events.

Where such an event materially affects a booking, the parties will seek a reasonable solution based on the circumstances, property terms and applicable law.

23. COMPLAINTS

Travelers should report booking or property problems as soon as reasonably possible.

Contact:

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

Where possible, provide:

  • Booking name

  • Property

  • Travel dates

  • Description of the problem

  • Supporting photos or messages where relevant

Vamos and the reservations team will review the matter and seek an appropriate resolution.

24. DISPUTE RESOLUTION

These Terms are governed by the laws of Kenya.

Where a dispute arises, the parties should first attempt to resolve it through direct communication.

Where appropriate, the parties may agree after a dispute arises to mediation, arbitration or another lawful dispute resolution process.

Nothing in these Terms prevents a consumer from exercising any right to approach a court, regulator or other authority where that right is provided by applicable law.

25. CHANGES TO THESE TERMS

Vamos may update these Terms where the business, booking process, technology or applicable requirements change.

The current version will be published on vamoshomes.co.ke with its effective date.

Changes will apply prospectively unless otherwise required by law.

Terms communicated and accepted for an existing confirmed booking will continue to govern that booking unless the parties lawfully agree otherwise.

26. BOOKINGS MADE UNDER EARLIER VAMOS MODELS

26.1 Bookings Before January 1, 2026

Vamos operated under a different booking and payment model before January 1, 2026.

Questions regarding bookings made during that period should be directed to:

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

Those matters will be considered according to the terms and circumstances applicable when the original booking was made.

26.2 Bookings From January 1 to August 8, 2026

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

Bookings initiated during that period remain subject to the terms communicated and applicable when the booking was made.

26.3 Bookings From August 9, 2026

Bookings initiated from August 9, 2026 are governed by the current operating model and these Terms, together with any property specific booking conditions communicated before payment.

27. SEVERABILITY

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Any invalid provision should be interpreted or limited only as far as necessary to make it lawful where possible.

28. WAIVER

Failure by Vamos to enforce a provision on one occasion does not prevent it from enforcing that provision later.

Any waiver must relate specifically to the matter for which it is given.

29. ENTIRE BOOKING AGREEMENT

These Terms, together with:

  • The property details

  • The confirmed price

  • The cancellation terms communicated for the booking

  • Payment instructions

  • Booking confirmation

  • Any other terms expressly agreed for that reservation

form the applicable booking agreement.

Where property specific terms conflict with general terms on matters such as cancellation, occupancy or house rules, the specific terms communicated and accepted for that booking will apply, subject always to applicable law.

30. CONTACT

For questions about these Terms, bookings, cancellations or reservations:

Vamos Homes
Website: https://vamoshomes.co.ke
Email: stays@vamoshomes.co.ke
WhatsApp / Phone: +254 117 737 425
Location: Nairobi, Kenya