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Refund and Returns Policy

Refund Bookings

We aim to maintain a fair and transparent refund and cancellation process for our guests who book rooms with the Umoja House Application. Please carefully read the following policies regarding room booking cancellations and refunds.

1. Cancellation by Guests
Guests may cancel their room booking by contacting the owner of the listing found on your booking. 
Cancellations made within 7 days before the check-in date will receive a full refund.
Cancellations made within 3 days of the check-in date will be charged a cancellation fee of 50%. 
Cancelations made within 72 hours of the booking are not eligible for refund. 

2. Refund Process
Refunds will be processed to the original payment method used during booking.
Refunds typically take between 7 and 10 business days to reflect in your account, depending on your payment processor or bank.

3. No-Show Policy
If a guest fails to check in on the booked date without prior cancellation, no refund will be issued and the listing will be open for others to book. 

4. Early Departure
For guests who choose to check out before their booked departure date, refunds will be subject to the discretion the listing owner. 

5. Modifications
Guests can modify their booking dates subject to room availability. Modification requests should be made at least 3 days before the check-in date to avoid any fees.
Modifications may be subject to rate adjustments based on availability and applicable rates at the time of modification.

6. Force Majeure
In cases of unforeseen circumstances such as natural disasters, political unrest, or other events beyond our control, guests will be offered the option to reschedule their booking or receive a full refund.

Refund for Shop Purchases

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.