Terms & Conditions

1. Acceptance of Terms

By using our website and services, you agree to these Terms and Conditions. If you do not agree, please do not use our services.

2. Booking and Reservations

All bookings are subject to availability and confirmation. Payment is required to secure your reservation. We reserve the right to cancel bookings in exceptional circumstances.

3. Cancellation Policy

Cancellations must be made at least 24 hours before check-in for a full refund. Cancellations within 24 hours may incur charges. Refund policies vary by property and will be clearly stated at the time of booking.

4. Guest Responsibilities

Guests are responsible for the property during their stay and must respect house rules and local regulations. Any damage to the property will be charged to the guest. Maximum occupancy limits must be respected.

5. Payment Terms

Full payment is required at the time of booking unless otherwise specified. We accept major credit cards, M-Pesa, and bank transfers. All prices are subject to applicable taxes.

6. Property Standards

While we strive to ensure all properties meet our high standards, descriptions and photos are provided by property owners. We cannot guarantee exact matches to descriptions or photos.

7. Limitation of Liability

TheShelteredShot's liability is limited to the value of your booking. We are not responsible for personal belongings, injuries, or indirect damages. Guests are advised to have appropriate travel insurance.

8. Force Majeure

We are not liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including natural disasters, government actions, or pandemics.

9. Dispute Resolution

Any disputes will be resolved through negotiation first. If unresolved, disputes will be subject to mediation and, if necessary, arbitration under Kenyan law.

10. Governing Law

These terms are governed by the laws of Kenya. Any legal proceedings will be conducted in Kenyan courts.

11. Changes to Terms

We may update these terms periodically. Continued use of our services after changes constitutes acceptance of the new terms.

12. Contact Information

For questions about these terms, contact us at:

Email: legal@theshelteredshot.co.ke

Address: Westlands, Nairobi, Kenya

13. Refund Policy

Refunds are processed in accordance with our Cancellation Policy (see Section 3). This Refund Policy explains when refunds are eligible, how they are processed, and any fees that may apply.

• Eligibility: Guests who cancel more than 24 hours before the scheduled check-in time are eligible for a full refund. Refunds for other cancellation windows are governed by the Cancellation Policy and may vary by property.
• Non-Refundable Cases: Bookings cancelled within 24 hours of check-in, no-shows, and early departures are generally non-refundable unless exceptional circumstances apply and the Company approves a refund.
• Processing Time: Approved refunds will be processed within 7–14 business days from the date of approval. The time for funds to appear in the guest’s account may vary by payment provider or bank.
• Method of Refund: Refunds will, where possible, be returned using the same payment method originally used for the booking (e.g., M-Pesa, credit card, or bank transfer). If that is not possible, we will contact you to arrange an alternative refund method.
• Administrative Fees: Reasonable administrative or transaction fees may be deducted from the refund amount (e.g., card processing fees or third-party charges). Any such fees will be disclosed in the refund notification.
• Disputes & Contact: If you believe you are due a refund or wish to dispute a decision, please contact us at the address or email provided in Section 12. We will attempt to resolve disputes promptly and may require supporting documentation (such as proof of booking or evidence of exceptional circumstances).

Note: All refunds are subject to applicable taxes, exchange rate differences, and the terms set by your payment provider. The Company reserves the right to update this Refund Policy; changes will be posted on the website and will apply to future bookings.