Help Center
Find answers to common questions or get in touch with our support team.
Booking & Payments
How do I pay for a booking?
We accept M-Pesa, card payments, and bank transfers. At checkout, select your preferred payment method and follow the prompts.
Can I cancel my booking?
Each listing has a host-selected cancellation policy (24-Hour Flexible, Flexible, Moderate, Firm, Strict, or Non-Refundable), shown on the stay page and again before payment. Refund and host payout amounts follow the schedule below together with the general rules.
24-Hour Flexible
Full refund if cancelled more than 24 hours before check-in.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| More than 24 hrs before check-in | 100% refund | 0% |
| Within 24 hrs before check-in (1 night) | No refund | First night's payout |
| Within 24 hrs before check-in (2+ nights) | First night non-refundable, remaining refunded | First night's payout |
Flexible
Full refund more than 48 hours before check-in; 50% between 24–48 hours.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| More than 48 hrs before check-in | 100% refund | 0% |
| 24–48 hrs before check-in | 50% refund | 50% payout |
| Within 24 hrs before check-in (1 night) | No refund | First night's payout |
| Within 24 hrs before check-in (2+ nights) | First night non-refundable, remaining refunded | First night's payout |
Moderate
Full refund 7+ days before check-in; 50% if cancelled 1–6 days before.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| 7+ days before check-in | 100% refund | 0% |
| 1–6 days before check-in | 50% refund | 50% payout |
| Within 24 hrs before check-in (1 night) | No refund | First night's payout |
| Within 24 hrs before check-in (2+ nights) | First night non-refundable, remaining refunded | First night's payout |
Firm
Full refund 14+ days before check-in; 50% if cancelled 7–13 days before.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| 14+ days before check-in | 100% refund | 0% |
| 7–13 days before check-in | 50% refund | 50% payout |
| Within 24 hrs before check-in (1 night) | No refund | First night's payout |
| Within 24 hrs before check-in (2+ nights) | First night non-refundable, remaining refunded | First night's payout |
Strict
Full refund 30+ days before check-in; 50% if cancelled 8–29 days before.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| 30+ days before check-in | 100% refund | 0% |
| 8–29 days before check-in | 50% refund | 50% payout |
| Within 24 hrs before check-in (1 night) | No refund | First night's payout |
| Within 24 hrs before check-in (2+ nights) | First night non-refundable, remaining refunded | First night's payout |
Non-Refundable
No refund after booking is confirmed. Host receives full payout.
| Cancellation time | Guest refund | Host receives |
|---|---|---|
| Any cancellation after booking | No refund | 100% payout |
General KaribuBnb Cancellation Rules
- Hosts choose their preferred cancellation policy for each listing.
- The selected cancellation policy is displayed to guests before payment.
- For bookings of two or more nights, if a guest cancels within 24 hours before check-in, the first night’s accommodation fee will be charged. Any remaining nights will be refunded according to the host’s selected cancellation policy.
- Service fees, payment processing fees, and applicable taxes may be non-refundable.
- If a host cancels a confirmed booking without a valid reason, the guest will receive a full refund and the host may be subject to penalties.
- KaribuBnb reserves the right to override the cancellation policy in verified emergency or force majeure situations.
Is my payment secure?
Yes. All payments are processed securely through M-Pesa and payment gateways. We never store your card details.
WhatsApp Support
For quick assistance, message us on WhatsApp. Our team is available daily from 8am to 8pm EAT.
Open WhatsAppDispute Resolution
If you have an issue with a booking, car rental, or payment, we're here to help resolve it fairly.
- Contact the host or fleet owner first to resolve directly
- If unresolved, open a dispute through your dashboard or email us
- Our team will review both sides and mediate a resolution
- Refunds are processed according to the cancellation policy
Still need help?
Our support team is here to assist you. Reach out via WhatsApp or email and we'll get back to you within 24 hours.