Cancellation & Refund Policy

Last updated: February 2026

This policy applies to all services booked under the EASY PLAN – MVP Pricing Model.

1. General Cancellation Rules

  • All bookings require 100% prepayment to be confirmed.
  • Once payment is made, services are considered reserved and operationally committed.
  • Cancellations must be submitted in writing through the system or official communication channels.

2. Refund Eligibility & Rates

Refunds are processed based on the time of cancellation relative to the first scheduled engagement.

A. Cancellation More Than 24 Hours Before First Engagement

  • The client is eligible for a 30% refund of the total amount paid.
  • 70% is non-refundable, covering administrative costs, supplier reservations, planning, and system operations.

B. Cancellation Within 24 Hours of First Engagement or After Commencement

  • No refund shall be issued.
  • This includes:
    • Same-day cancellations
    • No-shows
    • Partial use of services
    • Early termination of a trip by the client

3. Non-Refundable Components

The following are strictly non-refundable once paid, regardless of cancellation timing:

  • Airport services (Meet & Greet, Protocol / Fast-Track)
  • Vehicle reservations and driver allocations
  • Security personnel assignments
  • Protocol / aide bookings
  • Hotel reservations governed by partner cancellation rules
  • Any third-party supplier charges already incurred

4. Refund Processing

  • Approved refunds are processed using the original payment method.
  • Refund timelines: 7–14 business days, depending on the payment provider and banking regulations.
  • No cash refunds are issued.

5. Force Majeure

No refunds shall be issued for cancellations caused by events beyond reasonable control, including but not limited to:

  • Acts of God
  • Government restrictions
  • Airport closures
  • Civil unrest
  • Pandemics
  • Natural disasters

In such cases, services may be rescheduled at management discretion, subject to availability.

Data Collection & Consent Policy

6. Data Collection

By using this platform and completing a booking, the client consents to the collection and processing of personal data, including but not limited to:

  • Full name
  • Contact details
  • Travel information
  • Identification details (where required for protocol, security, or hotel services)
  • Payment and transaction records

7. Purpose of Data Use

Collected data is used strictly for:

  • Service delivery and coordination
  • Booking confirmations and operational planning
  • Compliance with legal, regulatory, and security requirements
  • Customer support and communication
  • Audit, reporting, and fraud prevention

8. Data Protection & Privacy

  • All personal data is handled in accordance with international data protection standards, including:
    • GDPR principles
    • Confidentiality obligations
    • Secure data storage and access controls
  • Client data is never sold or shared with third parties outside service delivery requirements.

9. Consent & Acknowledgment

By proceeding to payment, the client confirms that:

  • They have read and understood the Cancellation & Refund Policy
  • They consent to the collection and processing of personal data as outlined
  • They acknowledge that pricing is final once payment is completed
  • They accept that refunds, where applicable, are governed strictly by this policy

10. Policy Amendments

  • The company reserves the right to amend this policy at any time.
  • Updates take effect immediately upon publication on the platform.
  • Bookings already confirmed remain governed by the policy in force at the time of payment.

Contact Us

For any questions regarding this policy, please contact us at:

Email: legal@guesteas.com
Phone: +254 724 669 095
Address: Nairobi, Kenya

See also our Terms of Service and Privacy Policy.