Booking & Cancellation Policy

4.1 How Booking Works

When a Guest requests a booking, the platform checks the selected dates against the property’s published availability and existing booking holds. The Guest chooses a requested check-in time in East Africa Time using a flexible time field rather than a generic period such as “afternoon”. The requested time is subject to the Host’s confirmation and the property’s practical check-in arrangements. Payment is collected upfront through the platform via the supported payment method shown at checkout. Funds are held by Pinnamount and marked as pending until the release condition below is met. The Host is notified and is expected to confirm or decline within the timeframe stated on the listing, with a default of 24 hours.

4.2 Payment Release to Hosts

Funds are released to the Host’s chosen payout method, less Pinnamount’s commission, 24 hours after the Guest’s confirmed check-in time, provided no dispute has been raised. This hold period allows Guests to report a property that is materially different from its listing before funds are finalised to the Host.

4.3 Guest Cancellations

Individual Hosts may offer more flexible cancellation terms, which will be clearly stated on their listing and will take precedence over these default tiers.

• More than 7 days before check-in: full refund, less any non-refundable service fee disclosed at booking.
• Between 3 and 7 days before check-in: 50% refund of the accommodation total.
• Less than 72 hours before check-in, or no-show: no refund, unless the Host agrees otherwise.

4.4 Host Cancellations

Hosts who cancel a confirmed booking are expected to notify the Guest and Pinnamount as early as possible. Guests will receive a full refund in the event of a Host cancellation. Repeated or late Host cancellations may result in penalties, reduced listing visibility, or account review.

4.5 Disputes

Where a Guest reports that a property is significantly different from its listing, unsafe, inaccessible, or unable to honour the confirmed check-in arrangement, Pinnamount will review the claim, may pause release of the held payment, and will work with both parties toward a fair resolution, which may include a partial or full refund.

4.6 Policy Acceptance and Changes

A Guest must accept the property’s specific house rules, the Terms of Service, the Privacy Policy, and this Booking & Cancellation Policy before requesting a booking. Booking and cancellation terms may be updated periodically. Changes apply to bookings made after the update takes effect; bookings already confirmed remain subject to the terms in place at the time of booking.