Clear cancellation terms for Sandy Shells bookings.

These terms apply to direct bookings, website booking requests, WhatsApp bookings, email bookings, phone bookings, invoice bookings and any other booking accepted directly by Sandy Shells unless a separate written agreement states otherwise.

If a booking is made through a third-party platform, that platform's cancellation policy, payment rules, service fees and refund timelines may apply in addition to or instead of these terms.

If a special offer, festive-season booking, discounted package, long-stay arrangement, group booking or non-refundable rate has its own written cancellation rule, that specific rule will take priority over the standard rule.

A booking is confirmed only after Sandy Shells accepts the booking and receives the required deposit, full payment or other written payment arrangement.

A pending booking that has not been paid by the stated deadline may be released without being treated as a cancellation by Sandy Shells.

Refund eligibility depends on the confirmed booking terms, the date and time cancellation notice is received, the check-in date, the payment status and any costs already incurred.

Guests should cancel in writing by email, WhatsApp, website account message or another written method accepted by Sandy Shells.

A cancellation is treated as received when Sandy Shells receives the written cancellation request, not when the guest decides to cancel.

The cancellation request should include the guest name, booking reference, apartment booked, check-in date, check-out date, payment reference and reason for cancellation.

For urgent cancellation, the guest should call or message Sandy Shells and then follow up in writing so the cancellation time can be recorded clearly.

Unless a stricter written booking condition applies, a guest who cancels at least 48 hours before the scheduled check-in time may qualify for a refund, booking credit or date change, subject to deductions listed in these terms.

A guest who cancels less than 48 hours before the scheduled check-in time may be charged for some or all of the booking because Sandy Shells may be unable to resell the dates at short notice.

If no check-in time was stated, the 48-hour period should be calculated from the standard check-in time used by Sandy Shells for that booking date.

Refunds, where approved, may be returned to the original payment method where practical or through another reasonable method agreed by Sandy Shells.

Sandy Shells may deduct bank charges, M-Pesa charges, card processing charges, foreign exchange costs, third-party platform fees, refund transfer costs, already-incurred costs, approved add-on costs and any lawful deductions.

Refund timelines depend on internal approval, payment reconciliation, the payment provider, bank processing times, public holidays and whether the guest has provided correct refund details.

A refund is not complete until the funds have left Sandy Shells' account or payment provider. Delays caused by banks, mobile money providers or card processors are outside Sandy Shells' direct control.

Instead of a cash refund, Sandy Shells may offer a booking credit where appropriate. A booking credit may be useful where cancellation occurs outside the guest's control or where rescheduling is easier than refunding.

Any credit must be confirmed in writing and may be subject to validity period, blackout dates, rate differences, apartment availability, minimum stay rules and transfer restrictions.

A credit has no cash value unless Sandy Shells expressly confirms otherwise in writing.

Date changes are subject to availability and written approval. A requested date change is not confirmed until Sandy Shells confirms the new dates in writing and any additional payment is made.

If the new dates are more expensive, the guest must pay the difference before the change is confirmed. If the new dates are cheaper, Sandy Shells may offer a credit, partial adjustment or no refund depending on the booking terms.

Date changes requested at least 48 hours before check-in may be handled more flexibly, but approval is not guaranteed.

Date changes requested less than 48 hours before check-in may be treated as a late cancellation and rebooking.

If a guest does not arrive on the scheduled check-in date and does not cancel in writing within the applicable cancellation period, the booking may be treated as a no-show.

No-show bookings may be non-refundable. Sandy Shells may also release the apartment for resale after making reasonable attempts to contact the guest.

Late arrival on the same booking date is not a no-show if the guest has communicated with Sandy Shells and the booking remains active.

If a guest checks out earlier than the confirmed check-out date, unused nights may be non-refundable unless Sandy Shells agrees otherwise in writing.

Sandy Shells may consider a partial credit or adjustment where early departure is caused by a verified serious issue at the property that Sandy Shells could not resolve within a reasonable time.

Early departure caused by guest preference, change of plans, travel changes, weather disappointment, personal reasons or failure to follow house rules does not automatically qualify for refund.

A booking marked as non-refundable, discounted, promotional, festive-season, peak-season, long-stay, group, corporate, event-linked or special package may have stricter cancellation terms.

For such bookings, deposits or full payments may be non-refundable once paid, unless Sandy Shells cancels the booking for reasons not caused by the guest or unless applicable law requires otherwise.

Guests should check all special rate conditions before payment.

A refundable security deposit, where collected, is separate from accommodation charges and cancellation fees.

If a booking is cancelled before check-in and no damage, access cost, cleaning cost or other recoverable cost has arisen, the security deposit should generally be refunded subject to transfer charges.

If damage, missing items, excessive cleaning, unpaid charges or rule breaches occur during a stay, Sandy Shells may deduct reasonable amounts from the security deposit even if a partial accommodation refund or credit is also being considered.

Guest illness, missed flights, vehicle breakdown, traffic, work changes, family emergencies or other personal circumstances do not automatically override the cancellation policy.

Sandy Shells may, at its discretion, request reasonable evidence and offer a date change, credit or partial adjustment depending on notice given, availability and the circumstances.

Guests are encouraged to obtain suitable travel insurance where their stay depends on flights, long-distance travel, health conditions, visas, work leave or other external arrangements.

Coastal weather, tides, seaweed, rain, wind, temporary beach conditions, public utility interruptions, internet instability or shared-facility maintenance do not automatically qualify for cancellation or refund unless they make the stay unsafe or materially impossible.

Where an issue materially affects the stay, Sandy Shells will act reasonably to repair, mitigate, offer alternatives or discuss fair options.

If a confirmed booking cannot proceed due to events beyond reasonable control, such as severe weather, flooding, fire, government restrictions, public health emergencies, security incidents, building closure, major utility failure or unavoidable emergency repairs, Sandy Shells may offer rescheduling, credit, refund or partial refund depending on the situation.

Where Sandy Shells has already incurred unavoidable costs, those costs may be deducted unless applicable law or a specific written promise requires otherwise.

Sandy Shells may cancel a booking if payment is not received on time, guest information is false or incomplete, fraud is suspected, occupancy limits are exceeded, the guest breaches these terms, the property becomes unavailable, safety risk arises or an event outside Sandy Shells' control prevents the stay.

If Sandy Shells cancels for reasons not caused by the guest, Sandy Shells will act reasonably to offer an alternative date, booking credit, replacement arrangement or refund of amounts paid for accommodation not provided.

If Sandy Shells cancels because of guest breach, suspected fraud, unauthorised party, unlawful activity, abusive conduct, damage risk or serious rule breach, amounts paid may be retained to cover losses, costs and cancellation impact.

To process an approved refund, Sandy Shells may require the guest's full name, booking reference, payment proof, original payment reference, refund account, M-Pesa number, bank details or other information needed to verify and complete the refund.

The guest is responsible for providing accurate refund details. Sandy Shells is not responsible for delay or loss caused by incorrect details supplied by the guest.

For fraud prevention, refunds may be sent only to the original payer or original payment method unless Sandy Shells approves a different arrangement.

Guests should contact Sandy Shells first to resolve cancellation or refund concerns before initiating a chargeback or payment dispute.

If a chargeback is raised, Sandy Shells may provide the payment provider with booking records, cancellation terms, payment proof, communication history, check-in records and other relevant evidence.

Improper chargebacks may lead to recovery of bank fees, administrative costs or legal costs where allowed by law.

If a guest disagrees with a cancellation or refund decision, the guest should send a written complaint explaining the issue and attaching relevant proof.

Sandy Shells will review the complaint in good faith and may uphold the original decision, offer a goodwill adjustment, propose a credit or request more information.

Any goodwill offer is not an admission of liability and does not create an obligation to make the same offer in future cases.

These Cancellation Terms form part of the Sandy Shells Terms & Conditions.

If there is a conflict between these terms and a specific written booking confirmation, the more specific written booking confirmation will apply to that booking, provided it was disclosed before payment.

Sandy Shells may update these Cancellation Terms from time to time. The version published or provided at the time of booking will generally apply to that booking unless a legal or operational change requires immediate update.

Guests should save or review the applicable cancellation terms before paying for a booking.

Cancellation requests and refund questions may be sent to reservations@sandyshells.co.ke or +254 723 807 327.

For urgent same-day matters, guests should call or WhatsApp Sandy Shells and then confirm the cancellation request in writing.