Effective Date: 24 September 2026
Last Updated: 24 September 2026
This Refund & Cancellation Policy explains the cancellation, refund and payment rules applicable to bookings made with Golden Mind Booking Ltd.
Customers should read this policy before completing payment.
Unless otherwise stated for a particular booking:
40% of the booking amount is payable as a deposit to secure the reservation.
The remaining:
60% must be paid before check-in.
The applicable payment amount and deadline will be communicated during the booking process.
Customers who wish to cancel a booking should contact Golden Mind Booking Ltd as soon as possible.
Cancellation requests should be submitted through:
Email: admin@goldenmindbooking.co.ke
or
Telephone/WhatsApp: +254 722 115 423
The effective cancellation date will generally be the date on which Golden Mind Booking Ltd receives the cancellation request, subject to verification and applicable law.
The following cancellation schedule applies unless a different cancellation condition is expressly stated for a particular booking or promotional rate.
Less than 24 hours or No Show, No refund.
24 hours to less than 72 hours 50% refund.
72 hours to 7 days 75% refund.
More than 7 days 100% refund.
The policy applies to the booking deposit as well as any other amount already paid toward the reservation.
Where the applicable cancellation schedule provides that the 40% deposit is refundable, the eligible amount will be refunded in accordance with the cancellation conditions applicable to the booking.
Where a booking is non-refundable under the applicable terms, the amount identified as non-refundable will not be refunded except where required by applicable law or otherwise agreed by Golden Mind Booking Ltd.
Where the remaining 60% balance has already been paid, the amount refundable following cancellation will be determined according to:
Where a refund is approved, Golden Mind Booking Ltd will normally process the refund using the original payment method where practicable.
For card payments, the refund may be processed through the payment service provider or acquiring bank used for the original transaction.
Customers should not provide a new card number or CVV/CVC through email or WhatsApp merely to receive a refund unless specifically required through a secure, verified process.
After Golden Mind Booking Ltd approves a refund, the time taken for the funds to appear in the customer's account may depend on the payment provider, acquiring bank and issuing bank.
Expected Golden Mind processing period: 14 days
The actual time before the customer sees the funds may therefore be longer than the internal processing period.
In exceptional circumstances, Golden Mind Booking Ltd may be unable to provide the booked accommodation or service.
Where this occurs, we will contact the affected customer as soon as reasonably possible and discuss an appropriate resolution, which may include:
Where a refund is appropriate, it will be handled in accordance with applicable law and the circumstances of the cancellation.
Requests to change:
should be made as early as possible.
Changes are subject to availability and may result in a change to the booking price.
If a customer chooses to leave before the scheduled check-out date, the unused portion of the booking is:
Subjected to our cancellation schedule terms
Any applicable refund will be determined in accordance with the booking's cancellation terms and applicable law.
If a customer does not arrive for a confirmed booking without notifying Golden Mind Booking Ltd, the booking will be treated as a no-show in accordance with the applicable booking terms.
Some promotional or special rates may have different cancellation conditions.
Where a special rate has different terms, the applicable terms will be clearly disclosed to the customer before payment.
The customer should review those terms before completing the booking.
Bookings involving parties or events may have additional cancellation, security, cleaning or damage-deposit requirements.
Such requirements will be communicated before the event is approved.
Parties and events are permitted only with prior arrangement.
Nothing in this Refund & Cancellation Policy is intended to remove or restrict any mandatory consumer rights available under Kenyan law.
Kenya's Consumer Protection Act contains provisions concerning cancellation of consumer agreements and the consequences of cancellation, including circumstances in which refunds may be required.
Where a mandatory legal right conflicts with a provision of this policy, the applicable law will prevail.
For questions regarding a refund, contact:
Golden Mind Booking Ltd
Email: admin@goldenmindbooking.co.ke
Telephone/WhatsApp: +254 722 115 423
Address: Staroot Residency, Wood Avenue, Nairobi, Kenya
Please include your:
Do not send your full card number, CVV/CVC or PIN.