Cancellation and Refund Policy

Luxbnb Africa Limited ("Luxbnb," "we," "us," or "our") understands that travel plans can change. This Cancellation and Refund Policy outlines the terms and conditions for canceling bookings and receiving refunds on the Luxbnb platform.

This policy applies to all bookings made through www.luxbnb.africa and the Luxbnb mobile applications. By making a booking, you agree to the terms outlined in this policy.

We encourage all guests to review this policy carefully before making a booking and to consider purchasing travel insurance for additional protection.

1. General Cancellation Terms

Guests may cancel their bookings at any time through the Luxbnb platform or by contacting our customer support team. The refund amount you receive depends on when you cancel relative to your check-in date and when you made the booking.

Important: All cancellation times are calculated based on the local time of the property location. Refunds are processed in the same currency and payment method used for the original booking.

2. Refund Eligibility

Your refund eligibility is determined by two key factors:

• The time between your booking and cancellation (hours since booking)
• The time between cancellation and check-in date (days before check-in)

2.1 Full Refund (100%)

You are eligible for a full refund in the following circumstances:

2.2 Partial Refund (50%)

2.3 No Refund (0%)

3. Refund Summary

4. Refund Processing

4.1 Processing Time

Once your cancellation is confirmed and approved:

• Credit/Debit Card Payments: Refunds are typically processed within 5-10 business days after cancellation approval
• Mobile Money (M-Pesa, Airtel Money): Refunds are typically processed within 3-5 business days after cancellation approval
• Bank Transfers: Refunds may take 7-14 business days depending on your bank

4.2 Refund Method

Refunds will be issued to the original payment method used for the booking. If the original payment method is no longer available, please contact our support team to arrange an alternative refund method.

4.3 Service Fees

Platform service fees are included in the refund calculation. If you receive a 50% refund, you will receive 50% of the total amount paid, including service fees.

5. Host Cancellations

If a host cancels your booking:

• You will receive a full refund of the total amount paid
• We will help you find alternative accommodation if available
• You may be eligible for additional compensation in certain circumstances
• Host cancellation penalties apply to discourage cancellations

Host cancellations are rare, but if this occurs, our support team will contact you immediately to assist with rebooking or provide a full refund.

6. Extenuating Circumstances

In exceptional circumstances beyond your control, we may consider refund requests that fall outside our standard policy. These may include:

• Natural disasters or severe weather events
• Government travel restrictions or advisories
• Serious illness or death in the immediate family
• Unexpected military deployment or jury duty
• Property safety issues or misrepresentation by the host

To request consideration for extenuating circumstances, please contact our support team at support@luxbnb.africa with documentation supporting your request. Each case is reviewed individually.

7. How to Cancel a Booking

7.1 Through the App or Website

1. Log in to your Luxbnb account
2. Go to "Trips" or "My Reservations"
3. Select the booking you wish to cancel
4. Click "Cancel Reservation"
5. Follow the prompts to confirm cancellation
6. You will receive an email confirmation with refund details

7.2 Contact Support

If you need assistance canceling your booking, please contact our customer support team:

8. Disputes and Appeals

If you believe your refund was incorrectly calculated or denied, you may appeal the decision by:

1. Contacting our support team with your booking reference number
2. Providing documentation supporting your appeal
3. Allowing 5-7 business days for review

Our team will review your case and provide a final decision. All decisions are made in accordance with this policy and applicable laws.

9. Changes to This Policy

We may update this Cancellation and Refund Policy from time to time. When we make changes:

• We will update the "Last Updated" date at the top of this policy
• We will notify you via email for material changes
• Changes will apply to bookings made after the effective date
• Existing bookings will be governed by the policy in effect at the time of booking

10. Contact Us

If you have questions about this Cancellation and Refund Policy, please contact us: