Terms of Service

Last updated: October 7, 2026

These Terms of Service govern the BRH website, booking process, communications, accommodation, retreat, meeting, workspace, event, and related services. By using the website, sending an inquiry, submitting a booking, making a payment, or using the property, you agree to these terms and the booking-specific terms displayed before confirmation.

Mandatory rights under Kenyan law are not excluded or reduced by these terms. If a confirmation, quotation, rate rule, house rule, or written agreement gives a more specific term for your booking, that specific term applies to the extent of the difference.

1. Booking Request and Contract

A booking request is not an acceptance of service. It becomes a confirmed reservation only when BRH has checked availability, accepted the request, and issued confirmation or otherwise clearly confirmed it in writing. The confirmation should identify the guest or booking contact, service, dates, occupancy, price, payment status, and any applicable cancellation or special terms. Keep the confirmation and booking ID for support.

2. Eligibility and Booking Authority

The booking contact must be legally able to enter the arrangement and must provide accurate, complete, and current information. If you book for other guests, a group, an organization, or an event, you confirm that you have authority to do so and to provide their necessary information. You are responsible for sharing relevant rules and the confirmation with the group.

3. Prices, Taxes, and Additional Charges

Prices and inclusions are those shown for the selected service at the time of booking, unless the written confirmation states otherwise. A quote may expire or change before acceptance. Applicable taxes, fees, meals, extra guests, equipment, cleaning, overtime, damage, late departure, special arrangements, or other extras will be identified where reasonably possible. No hidden charge should be introduced after confirmation except a charge arising from a request, damage, actual use, fraud, or a clearly disclosed legal or operational requirement.

4. Payment and Verification

Payment deadlines and accepted methods are shown during the booking or in the payment instructions. A payment does not by itself guarantee a reservation until BRH matches the payment to the booking and confirms it. You must provide accurate references and only use payment directions received through official BRH channels. Never share an M-Pesa PIN, card PIN, password, or one-time code. Failed, reversed, duplicated, disputed, or unidentifiable payments may delay confirmation while the matter is investigated.

5. Arrival, Check-In, Check-Out, and Access

Arrival and departure dates and times form part of the booking. Early arrival, late departure, extension, additional access, or a change of time requires prior approval and may incur a charge or be unavailable. Guests may be asked for reasonable identification or security information at arrival. If you expect to arrive late or cannot arrive, contact BRH promptly; failure to do so may be treated under the no-show terms.

6. Occupancy, Events, and Permitted Use

Use is limited to the space, purpose, period, and maximum occupancy stated in the booking. Do not sublet, transfer, resell, host an undisclosed event, exceed capacity, or use the premises for unlawful, unsafe, commercial, disruptive, or dangerous activity. Event equipment, catering, visitors, photography, amplified sound, decorations, and special setups require prior approval. BRH may refuse access or end use where safety, law, property protection, or other guests require it.

7. Guest Conduct and Property Care

The booking contact is responsible for the conduct of all guests, visitors, suppliers, and invitees connected to the booking. Everyone must follow house, safety, health, environmental, access, and staff instructions; respect neighbors and other guests; keep the space reasonably clean; and report damage or hazards promptly. The booking contact may be charged for repair, replacement, missing items, excessive cleaning, unauthorized occupants, security call-outs, or other direct costs caused by the group, subject to applicable law and evidence.

8. Changes, Cancellation, Refunds, and No-Shows

Changes and cancellations are governed by the booking-specific policy displayed at checkout and in the confirmation, together with the Cancellation & Refund Policy. A request is not effective until acknowledged by BRH. A no-show means the guest does not arrive or make contact by the relevant arrival deadline stated in the booking. Consequences may include loss of a deposit, cancellation of remaining dates, or a no-show fee where disclosed. Any refund is processed under the applicable policy and payment-channel limits.

9. BRH Changes and Relocation

BRH may need to change a service because of maintenance, safety, availability, legal direction, utility failure, or an error. We will take reasonable steps to notify the booking contact and, where practical, offer a suitable alternative, date change, credit, or refund according to the circumstances and applicable booking terms. We may cancel a booking for fraud, non-payment, safety concerns, serious misconduct, or a material breach, without limiting any lawful remedy.

10. Accessibility and Special Requests

Tell us about accessibility, medical, dietary, arrival, or other important requirements before confirmation. We will explain what can and cannot be provided. A request is not guaranteed unless it appears in the written confirmation. Guests remain responsible for sharing essential information safely and for their own medical or personal needs.

11. Personal Belongings, Safety, and Incidents

Guests should secure valuables and report lost property, injury, security incidents, or damage immediately. Do not interfere with alarms, locks, safety equipment, cameras, utilities, or emergency procedures. Liability is not excluded for matters that cannot lawfully be excluded, including liability arising from applicable consumer, safety, or personal-injury law.

12. Website Content and Availability

We work to keep descriptions, prices, photographs, availability, and features accurate, but facilities, views, layouts, menus, equipment, and services may change. Website content is informational and may contain temporary errors. BRH may maintain, suspend, update, or restrict website features and may correct an obvious pricing or availability error before confirmation.

13. Acceptable Website Use

You must not use the website to submit false information, impersonate another person, scrape or copy content, introduce malware, bypass security, interfere with booking availability, send spam, commit fraud, or violate law or another person’s rights. BRH may block access, cancel affected requests, preserve evidence, and refer suspected unlawful conduct to the appropriate authority.

14. Intellectual Property

BRH or its licensors own the website design, text, logos, photographs, video, graphics, and other content unless identified otherwise. You may view and use it for personal booking and information purposes. You may not reproduce, sell, modify, publish, distribute, or commercially exploit it without written permission or a right provided by law.

15. Liability and Indemnity

To the maximum extent permitted by law, BRH is not responsible for indirect or consequential loss, loss of income, loss of opportunity, or interruption outside its reasonable control. Nothing limits liability that cannot lawfully be limited. You agree to reimburse BRH for reasonable, evidenced losses, claims, fines, or costs caused by your breach of these terms or the acts of people connected to your booking, subject to applicable law.

16. Force Majeure

Neither party is responsible for delay or failure caused by events beyond reasonable control, such as severe weather, fire, epidemic, utility or telecommunications failure, civil unrest, government action, labor disruption, security incident, or other emergency. The affected party should notify the other as soon as reasonably possible, and BRH will apply the booking’s change or refund terms fairly in the circumstances.

17. Complaints, Governing Law, and Disputes

Raise a service issue with staff promptly so we have a fair opportunity to investigate and correct it. Written complaints may be sent to help@bethelraphahub.com. These terms are governed by the laws of Kenya, subject to mandatory consumer protections and the jurisdiction of competent Kenyan courts. The parties should first try to resolve a dispute in good faith.

18. Changes and Contact

We may update these terms for changes in services, law, technology, or operations. The latest version and date appear on this page. Changes normally apply to future bookings; a confirmed booking remains subject to the terms accepted for that booking unless a change is required by law or agreed with you. Questions may be sent to help@bethelraphahub.com or +254756085871.