1. Overview
Flare Homes is an inquiry-based service, not a booking platform or payment processor (see our Terms & Conditions). This policy explains how refunds and cancellations work in that context.
2. Submitting an Inquiry Is Free
There is no charge to submit a property inquiry through the Site. You will never be charged simply for submitting an inquiry.
3. How Payments Work
Any deposit, part-payment, or full payment for your stay is arranged and confirmed directly with Flare Homes — by phone, email, or WhatsApp — never automatically through the Site itself. Payment terms (amount, timing, and method) are confirmed with you before anything is due.
4. Cancellation and Refund Terms Are Confirmed With You
Cancellation and refund terms can vary by property, season, and length of stay — for example, non-refundable deposits, tiered refund windows, or full flexibility. These terms are confirmed directly with you before you make any payment. Where a property page states general terms (e.g. minimum stay, deposit amount), these are set by Flare Homes and are subject to reconfirmation at the time of your inquiry.
5. Cancelling or Amending a Stay
If you need to cancel or amend a stay, contact Flare Homes directly using the same channel you used to inquire (email, phone, or WhatsApp). We will do our best to accommodate changes, though we cannot guarantee a particular outcome, refund, or response time — these depend on the terms confirmed for your specific stay.
6. Facilitation Fees (If Applicable)
If Flare Homes ever introduces a separate facilitation or service fee for use of our platform (distinct from any accommodation cost), the specific refund terms for that fee will be disclosed to you clearly at the time it is charged. As of the date of this policy, no such fee is charged.
7. Resolving Issues With Your Stay
If a problem arises with your stay, contact Flare Homes as soon as possible so we can help resolve it. We will act in good faith to address reasonable concerns, though remedies (including any refund) depend on the specific terms confirmed for your booking and are considered on a case-by-case basis.
8. Force Majeure
Flare Homes is not responsible for a failure to perform obligations caused by circumstances beyond reasonable control, including natural disasters, government action, civil unrest, pandemics, or travel restrictions. Any resulting refund entitlement will be assessed based on the specific terms confirmed for your stay.
9. Contact Us
If you have questions about this policy, or need help with a stay you inquired about through Flare Homes, contact us at:
- Email: homes@flaretravels.com
- Phone: +254 740 813 968 / +254 783 813 968
- Address: 5th Floor, Reliable Towers, Mogotio Rd, Westlands, Nairobi, Kenya