Cancellation & Refund Policy
Last updated: October 7, 2026
This policy explains how BRH handles amendments, cancellations, postponements, no-shows, refunds, and payment disputes. The cancellation terms shown for the selected rate during booking and in the confirmation are part of your contract and take priority where they provide a more specific deadline or fee.
1. Booking Changes and Amendments
Send a change request as soon as you know about it, including the booking ID, guest name, requested new dates or service, and reason where relevant. A change is not approved until BRH confirms it in writing. Changes may require a price adjustment, new availability, a different cancellation rule, or an administration charge disclosed before acceptance.
2. How to Cancel
Contact BRH through the booking support channel, Talk To Us, bookings@bethelraphahub.com, or the cancellation method shown in your confirmation. Include the booking ID and the email or phone number used for the booking. The effective time is when BRH receives a sufficiently identifiable request, not when you decide to cancel or send an incomplete message.
3. Pending and Confirmed Bookings
A pending request may be released if payment is not received by the stated deadline. A confirmed booking remains subject to its disclosed rate rules. If no booking-specific cancellation deadline or fee was disclosed, BRH will review the request fairly against the service, timing, payment status, and applicable law before confirming the outcome.
4. Refund Eligibility
- Eligibility depends on the rate selected, when the request was received, whether the booking was used, the payment status, and any disclosed deposit, minimum-stay, event, or special-rate rule.
- Free cancellation, where offered, applies only until the exact deadline shown in the booking’s local time and confirmation. After that deadline, a fee or loss of a deposit may apply.
- No-shows, early departures, late cancellations, unused nights, and policy breaches may reduce or remove refund eligibility where the booking terms allow it.
- Approved refunds normally go back through the original payment method or another verified method agreed with the payer. BRH does not refund to an unrelated third party without appropriate verification.
- Bank, M-Pesa, PayPal, or other provider timelines are outside BRH’s direct control. We will provide the refund or reversal reference when available.
- Any approved refund or reversal is recorded against the booking payment status. A receipt submitted for review is not evidence that a refund has been approved.
- Duplicate payments, wrong references, failed payments, and chargebacks must be reported immediately. A chargeback does not automatically create a refund entitlement and may pause review while the provider investigates.
5. No-Shows and Late Arrival
A no-show occurs when the guest does not arrive or contact BRH by the arrival deadline stated in the confirmation. Depending on the booking terms, the reservation may be treated as cancelled, remaining dates may be released, and a fee or loss of payment may apply. If you are delayed, contact BRH as early as possible so we can record the expected arrival and explain available options.
6. When BRH Changes or Cancels
If BRH cannot provide the confirmed service because of safety, maintenance, utility failure, legal direction, overbooking, or another operational event, we will contact the booking holder and take reasonable steps to offer an alternative, date change, credit, or refund appropriate to the circumstances and the booking terms. This does not limit mandatory legal rights.
7. Special Circumstances
If illness, bereavement, travel disruption, government restriction, severe weather, or another serious event affects your booking, contact us promptly with supporting information where appropriate. We will consider the request in good faith, but special circumstances do not automatically override a disclosed non-refundable or minimum-stay term.
8. Questions and Disputes
Questions about a cancellation, no-show, amendment, or refund can be raised through Talk To Us, bookings@bethelraphahub.com, or WhatsApp. Include your booking ID and relevant payment or communication reference so we can investigate efficiently.