Rules & Regulations

• A booking is confirmed only once the form is complete, payment has been received, and the Company has emailed written confirmation.
• At check-in, every guest aged 18+ must present valid government ID or Passport matching the booking details.
• Bookings are non-transferable without prior written consent.

• Accepted via M-Pesa Pochi la Biashara to 0114 777 499, or card payment [TBC].
• Bookings are not held until payment is confirmed. Unpaid Peak/High-Peak bookings may be released.
• Deposit terms: [TBC].
• All rates are in KES. USD figures on the website are estimates.
• Add-ons (board, chef, transfers, tours, car hire) are charged separately and settled before or at check-in.

• [X] days or more before check-in: [full/partial] refund, less [X]% admin fee.
• Within [X] days of check-in: [no/partial] refund.
• No-shows are treated as same-day cancellations; no refund.
• Refunds, where applicable, are processed within [X] business days to the original method.
• The Company may cancel for reasons of Force Majeure (see below), offering a refund or alternative dates.

• Standard check-in [TBC, e.g. 2:00 PM]; check-out [TBC, e.g. 10:00 AM].
• Early check-in or late check-out is subject to availability and may incur a fee.
• Failure to vacate without prior arrangement may incur an additional night's charge.

• Occupancy: Must not exceed the number stated at booking. Additional guests may incur a fee or be asked to leave.
• Smoking: Not permitted inside any unit; designated outdoor areas only.
• Pets: Not permitted unless expressly approved in writing.
• Parties & events: Not permitted without prior written approval.
• Noise & conduct: Respect neighbours, particularly 10 PM–7 AM.
• Security: Guests are responsible for locking doors, windows, and pool gates.
• Pool & gym: Used at guests' own risk. Children must be supervised at all times; no lifeguard provided.

Guests are liable for any damage, breakage, loss or excessive soiling caused by themselves or their visitors, beyond normal wear and tear.

• A refundable security deposit of [KES X — TBC] may be requested prior to check-in.
• Where damage exceeds the deposit, the guest agrees to reimburse the Company in full for repair/replacement costs, plus reasonable additional costs (specialist cleaning, technician call-out, lost revenue from a directly-affected subsequent booking).
• Damage must be reported to the Company or caretaker as soon as it occurs.
• Serious damage (structural, plumbing, electrical, pool/gym equipment, theft of fixtures/linen/electronics, smoking-related burns/stains, unauthorised parties, gross negligence) may result in full forfeiture of the deposit, additional charges, and a booking ban.
• The Company may charge the payment method on file or invoice the guest directly for uncovered damage; invoices are due within [X days — TBC].
• Guests are encouraged to document the property at check-in and report pre-existing damage immediately.
• The Company is not liable for loss/theft/damage of guests' personal belongings except where caused by the Company's own negligence.

• Must be requested and confirmed at booking (or at least [TBC hours/days] in advance).
• Dietary requirements and allergies must be disclosed in advance; reasonable efforts will be made to accommodate.
• Meal preferences for private chef bookings should be confirmed at least [TBC hours] before each meal.
• Charges are separate from accommodation and non-refundable once ingredients have been engaged, except with reasonable notice.

• Provided by or arranged through the Company; subject to availability and third-party operator terms.
• The Company is not liable for delays caused by third parties (airlines, SGR, weather, traffic).
• Car hire guests are responsible for the vehicle for the duration of the hire and liable for traffic fines, damage, or loss per the rental terms provided at hire.

• The Company collects full name, ID/Passport number, email and WhatsApp/phone number solely to process bookings, verify identity, comply with Kenyan law and communicate about your stay.
• Stored securely; access restricted to authorised administrators. Not sold or shared except to fulfil a booking (e.g. providing a name to a partner hotel/airline) or where required by law.
• Guests may request access, correction or deletion (subject to legal retention rules) via palmholidayhomes@gmail.com.