Refund & Cancellation Policy

Standard Cancellation Policy

Guest Cancellations

30 Days or More Prior to Check-in:

• Full refund (100%) of all amounts paid
• Refund will be processed within 5-7 business days to the original payment method

14-29 Days Prior to Check-in:

• 50% refund of the total booking amount
• Refund will be processed within 5-7 business days to the original payment method

Less than 14 Days Prior to Check-in:

• No refund available
• Full booking amount is non-refundable

Calculation of Cancellation Timeline

• Cancellation timeline is calculated from the original check-in date
• Cancellations must be submitted in writing via email to info@kensingtonhomes.ae
• Cancellation is effective from the date and time we receive your written cancellation request
• All times are based on UAE Standard Time (GST +4)

No-Show Policy

• Guests who fail to check-in without prior cancellation will be considered a “no-show”
• No refunds will be provided for no-show bookings
• The full booking amount will be forfeited

Early Departure

• No refunds will be provided for early departure from the property
• Guests remain responsible for the full booking amount regardless of actual stay duration

Major Disruptive Events Policy

Covered Events

In case of extraordinary circumstances beyond our control, we may offer modified cancellation terms. These events include, but are not limited to:

Government-Imposed Restrictions:

• UAE government travel bans or restrictions
• Official quarantine requirements preventing travel
• Embassy advisories against travel to UAE

Natural Disasters and Force Majeure:

• Natural disasters affecting Dubai/UAE region
• Severe weather conditions making travel unsafe
• Infrastructure failures (airport closures, etc.)

Public Health Emergencies:

• Pandemic-related travel restrictions
• Government-mandated lockdowns
• Health authority travel advisories

Modified Cancellation Terms for Covered Events

When a Major Disruptive Event occurs:

• Full refund may be provided regardless of cancellation timeline
• Alternative rebooking options with flexible dates
• Credit vouchers valid for 12 months from issue date
• Case-by-case evaluation based on specific circumstances

Documentation Required

To qualify for Major Disruptive Event consideration, guests must provide:

• Official government documentation or announcements
• Proof of travel restrictions or advisories
• Medical documentation (if health-related)
• Any other relevant official documentation

Refund Processing

Payment Method

• Refunds will be processed to the original payment method used for booking
• Credit card refunds may take 5-10 business days to appear on your statement
• Bank transfer refunds may take 3-7 business days

Currency and Fees

• Refunds will be done only through the Original Mode of Payment
• Any bank charges or currency conversion fees are the responsibility of the guest
• Payment processing fees are non-refundable

Refund Timeline

• Standard processing time: 5-7 business days from cancellation confirmation
• Major Disruptive Event cases: Up to 14 business days due to additional verification
• Guests will receive email confirmation once refund has been processed

Modifications and Changes

Booking Modifications

• Date changes are subject to availability and may incur additional charges
• Modifications requested within 14 days of check-in are not guaranteed
• Guest count changes must be approved and may affect pricing

Property Changes

• We reserve the right to relocate guests to comparable or superior accommodation
• If relocated to lesser accommodation, price difference will be refunded
• Relocation will only occur in exceptional circumstances

Host/Property Cancellations

Our Commitment

If we cancel your confirmed booking:

• Full refund of all amounts paid
• Assistance in finding alternative accommodation
• Additional compensation may be provided based on circumstances

Reasons for Host Cancellation

We may cancel bookings only in exceptional circumstances:

• Property damage making it uninhabitable
• Emergency maintenance or safety issues
• Force majeure events
• Government restrictions

Disputes and Appeals

Dispute Resolution Process

1. Contact us immediately at info@kensingtonhomes.ae
2. Provide detailed explanation and supporting documentation
3. We will review and respond within 48 hours
4. If resolution cannot be reached, matter may be referred to UAE consumer protection authorities

Appeal Process

• Cancellation decisions can be appealed within 7 days
• Appeals must include new information or documentation
• Final decisions will be communicated within 5 business days

Special Circumstances

Medical Emergencies

• Medical emergencies may qualify for exceptional consideration
• Medical documentation from licensed healthcare provider required
• Each case evaluated individually

Military Deployment

• UAE military personnel may receive special consideration
• Official deployment orders required
• Alternative rebooking options may be provided

Contact Information

For all cancellation requests and inquiries:

• Email: info@kensingtonhomes.ae
• Phone: +971 52 314 5669
• Business Hours: Sunday-Thursday, 9:00 AM – 6:00 PM GST
• Emergency Contact: Available 24/7 for urgent matters

Policy Updates

This policy may be updated periodically to reflect changes in business practices or legal requirements. Guests will be notified of significant changes, and the most current version will always be available on our website.

Important Notes:

• This policy applies to all bookings made through our website, phone, or email
• Special event bookings (New Year, Dubai Shopping Festival, etc.) may have modified terms
• Group bookings (5+ properties) may have separate cancellation terms
• All communications regarding cancellations must be in writing