Hotelz
Refund & Cancellation Policy
This policy covers Hotelz subscription payments made by hotels. It does not cover food payments — those are between you and the hotel directly.
Last updated: October 2026
This policy covers
Subscription fees paid by hotels to Hotelz via M-Pesa for access to the platform.
This policy does not cover
Food payments made by guests to hotels. Those are settled directly between the guest and the hotel.
We review every refund request individually and in good faith.
Your payment was confirmed by M-Pesa but your subscription was not activated within 48 hours and you received no explanation from us
You were charged twice for the same subscription period (duplicate M-Pesa transaction)
Hotelz experienced a verified consecutive outage of more than 72 hours that materially prevented use of the platform during your paid period — a proportionate credit or refund for the affected days will be offered
✗
We generally won't refund
You changed your mind after activation
You did not use the platform during the paid period
Your account was suspended due to a verified breach of our Terms of Service
The outage was caused by a third-party service (M-Pesa, Firebase, internet provider) outside our control
Partial unused days in a cancelled subscription period
Your statutory rights are not affected. Nothing in this policy excludes rights or remedies available to you under Kenya's Consumer Protection Act 2012. If you believe our decision is inconsistent with your legal rights, contact us for a review.
Email [email protected] with subject "Refund Request" and include:
1
Your hotel name and registered phone numberThe phone number used to make the M-Pesa payment
2
The M-Pesa confirmation messageCopy and paste the full SMS confirmation including the transaction code
3
A short explanationWas the subscription not activated, was it a duplicate charge, or something else?
Within 3 business days
We acknowledge your request and confirm whether it qualifies. If we need more information, we will ask once.
Approved refunds
We initiate the refund within 5 business days of approval — to the same M-Pesa number used for payment. Arrival time depends on Safaricom processing, typically same-day to 3 business days.
Outage credits
For verified outages, we calculate a credit proportionate to the consecutive hours of downtime during your paid period. You must request this within 14 days of the outage ending.
Declined requests
We will explain why. If you disagree, you may contact Kenya's Consumer Protection Advisory Committee or seek independent legal advice.
48-hour activation promise: If your subscription was not activated within 48 hours of confirmed M-Pesa payment, your refund is automatic on request. You have up to 14 days from the payment date to claim this.
You can cancel at any time by emailing [email protected] or through the staff app settings. Cancellation takes effect at the end of your current paid period. Your access continues until then. We do not pro-rate refunds for unused days.
After cancellation, your hotel data is retained for 30 days during which you can request an export. It is then permanently deleted. M-Pesa transaction references are retained for 7 years as required by Kenyan accounting law.
Refund requests, billing questions, or anything else:
For escalated disputes: ODPC (odpc.go.ke) for data matters, or Kenya's Consumer Protection Advisory Committee for billing disputes.