Terms & conditions
The practical details, clearly put.
These terms explain how enquiries, bookings, payments, changes, cancellations and refunds work when you plan a stay, tour or car hire with Harmo Stays & Tours.
Made for clear plans,
from Diani Beach.
These are interim general terms prepared for the current Harmo Stays service. They will be reviewed and updated when the company’s final approved documents are available. Your quote or booking confirmation may contain additional service-specific terms.
Your agreement with us
These terms apply when you browse our website, send an enquiry, ask us to arrange a service, create an account, make a payment or receive a booking confirmation from Harmo Stays & Tours ("Harmo", "we", "us" or "our").
By asking us to proceed with a booking or paying an amount shown in a quote, payment request or checkout, you confirm that you have read and accepted these terms. If you book for other travellers, you are responsible for sharing the relevant terms with them and for having authority to accept on their behalf.
You must be at least 18 years old and legally able to enter into a contract to make a booking.
Who we are
Harmo Stays & Tours is a Kenya-based travel service operating from The Nest Apartments, Diani Beach. We help guests discover and arrange accommodation, tours and experiences, and car hire.
Depending on the service, Harmo may provide the service directly or arrange it with an accommodation host, tour operator, vehicle provider or another supplier. Any supplier conditions that materially affect your booking should be brought to your attention before payment or included in your booking confirmation.
Enquiries, quotes & booking confirmation
An enquiry is a request for information and does not reserve a service. Website availability, photographs, descriptions and starting prices are provided to help you plan and may change before a booking is confirmed.
A booking becomes confirmed only when we have received the amount due, issued a written confirmation, and any required supplier approval has been obtained. A payment prompt or temporary checkout hold is not, by itself, a confirmation.
Please check names, dates, guest numbers, contact details, inclusions and the service booked as soon as you receive your confirmation. Tell us promptly if anything is incorrect.
Prices & payment
Prices are shown in Kenyan shillings (KES) unless we clearly state otherwise. The final quote or checkout summary will show the amount payable and whether it is a deposit or full payment.
A deposit may secure a booking while a balance remains due. If a balance is not paid by the stated deadline, we may treat the booking as cancelled and apply the cancellation terms below after contacting you where reasonably possible.
M-PESA and other payment services are operated by third parties. Harmo does not ask for, see or store your M-PESA PIN. You are responsible for using the correct payment reference and reviewing the amount before authorising payment.
- Any taxes or compulsory charges included in the quoted total will be identified where applicable.
- Optional extras, changes requested after confirmation, security deposits, fuel, park fees or supplier charges may be payable separately when disclosed for the relevant service.
- A payment showing as pending or under review is not confirmation that funds have cleared. Please do not pay twice; contact us so we can investigate.
Conditions for stays, tours & car hire
Each service has practical conditions that depend on the property, activity, vehicle and supplier. The details shown on the listing, quote and confirmation form part of your agreement with us.
- Stays: respect check-in and check-out times, occupancy limits, house rules, quiet hours and reasonable property-care requirements. You may be responsible for loss or damage caused by you or your party beyond normal wear.
- Tours and experiences: follow the guide’s safety instructions and disclose any relevant mobility, health or dietary needs before booking. Routes, wildlife sightings and water-based activities can be affected by weather, tides and local conditions.
- Car hire: the named driver must meet the licence, age, identification and experience requirements confirmed for the vehicle. Fuel, mileage, insurance excess, security deposit, traffic fines and permitted-use rules will be set out in the quote or hire documents.
Your responsibilities
You are responsible for giving us complete and accurate information, arriving at the agreed place and time, and keeping your contact details available for operational updates.
You are also responsible for passports, visas, permits, vaccinations, travel insurance and any other documents or precautions relevant to your journey. We strongly recommend travel insurance that covers cancellation, medical needs, personal belongings and activities you intend to join.
We may refuse or end a service, without refund for the unused portion where lawful, if a traveller’s conduct is unsafe, unlawful, abusive, seriously disruptive, or causes unreasonable risk to people, property or the environment.
If you cancel
Send a cancellation request to [email protected] and include your booking reference. A cancellation takes effect when we receive it during Kenyan business hours. We will acknowledge the request in writing.
Unless your quote or confirmation clearly disclosed a different service-specific policy before payment, the following general schedule applies to the amount paid for the cancelled service.
Full refund of the amount paid for the cancelled service.
Refund of the amount paid, less any reasonable third-party cost that was disclosed and cannot be recovered.
50% refund of the amount paid for the cancelled service.
The booking is non-refundable.
Changes, credits & refunds
We will try to help with a date, name or service change, but changes depend on availability and supplier approval. Any fare difference, rate increase or reasonable supplier charge will be explained before we proceed. If a requested change cannot be made, it will be treated as a cancellation under the applicable policy.
Approved refunds are returned to the original payment method wherever possible. We aim to initiate a refund within 10 business days after approval; the time for it to appear may depend on Safaricom, your bank or another payment provider.
Refunds are calculated only on amounts actually received by Harmo for the affected service. We will explain any permitted deduction. Nothing in these terms removes a refund or cancellation right that cannot lawfully be limited.
If we or a supplier make a change
Travel arrangements can change. If a material part of a confirmed service becomes unavailable, we will tell you as soon as reasonably possible and offer, where available, a comparable alternative, a credit you agree to, or a refund of the amount paid for the affected service.
Minor operational changes—such as a pickup time, guide, vehicle of a similar standard, route or activity order—may be made where they do not materially reduce the service. We will communicate important changes using the contact details on your booking.
Events beyond reasonable control
Severe weather, flooding, road closures, government action, public-health events, civil disruption, strikes, wildlife or marine conditions, supplier failure and similar events may prevent or materially affect travel services despite reasonable care.
Where this happens, we will work with you and the supplier on the fairest available option. This may be a revised itinerary, rescheduling, a credit, or a refund of money we can recover for the affected service. We are not responsible for separate travel, accommodation or other costs you arranged independently, except where the law requires otherwise.
Responsibility & liability
We will provide or arrange services with reasonable care and skill. Where another supplier provides the service, that supplier remains responsible for delivering it, and we remain responsible for our own booking and coordination obligations.
To the extent permitted by law, Harmo is not responsible for loss caused by inaccurate information supplied by you, your failure to follow reasonable instructions, an independent event outside our control, or an activity or arrangement you booked separately.
Nothing in these terms excludes or limits responsibility for fraud, wilful misconduct, death or personal injury caused by negligence, or any consumer right or other liability that Kenyan law does not allow us to exclude.
Questions, complaints & disputes
If something is wrong during a service, tell the host, guide, driver or Harmo team as soon as possible so there is a fair opportunity to help. If it is not resolved, email us with your booking reference, what happened and the outcome you are seeking.
We will review the concern in good faith, aim to acknowledge it within two business days and provide a substantive response within 14 business days. These terms are governed by the laws of Kenya. If we cannot resolve a dispute directly, either party may use any mediation, regulator, tribunal or court process available under Kenyan law.
Contact & updates to these terms
We may update these terms when our services, suppliers, payment methods or legal obligations change. The version that applied when your booking was confirmed will continue to govern that booking unless a change is required by law or you agree otherwise.
Questions about these terms can be sent to [email protected] or raised with the Harmo team using the contact details below.
A real person, when you need one
Questions before you book?
Ask us about a service, a cancellation condition or how we use your information before you commit.