Cancellations, refunds, billing adjustments, payment reversals, and dispute handling for Marima services.
Last updated: 18 September 2026
This Refund Policy explains how refunds, cancellations, reversals, credits, and billing disputes are handled when you use Marima websites, mobile applications, property listing services, property management subscriptions, accommodation booking services, property marketplace services, agency services, tours and travel services, and any related paid features.
By using Marima or making a payment through Marima, you agree to this Refund Policy, our Terms of Service, and any service-specific cancellation rules shown before payment. Accommodation providers, property owners, agents, or other third parties may have additional terms for services they independently provide. For Marima Tours & Travel, any supplier restrictions or non-refundable commitments that affect your booking will be communicated by Marima through the package details, quotation, booking confirmation, or other booking-specific terms.
This policy is intended to provide fair, transparent, and commercially reasonable refund rules. It does not limit any mandatory rights you may have under applicable consumer protection, data protection, payment, or other laws.
This policy applies to payments made for or through Marima, including:
Refunds are reviewed case by case and depend on the type of service, cancellation timing, service status, booking terms, and any disclosed non-refundable costs already committed. Unless required by law or expressly stated in writing, paid fees are not automatically refundable once the service has started, access has been granted, a booking has been confirmed, a listing has gone live, work has been performed, or non-refundable supplier commitments have been made.
A refund may be approved where there is a verified duplicate payment, an incorrect charge, a service that was not delivered due to Marima’s fault, a confirmed cancellation for which the applicable terms provide a refund, a material supplier failure that Marima cannot reasonably remedy or replace, or another valid reason accepted by Marima after review.
Property management subscriptions, manager packages, and similar recurring services are billed according to the selected billing cycle. Users may cancel renewal before the next billing period through the available account settings or by contacting support.
Services offered at no cost, including free property listing where applicable, do not create refund obligations because no fee is charged for the free service itself. Paid add-ons connected to free listings, such as premium placement, promotion, verification, or agency support, are subject to the refund rules for paid services.
Accommodation booking cancellations and refunds depend on the cancellation policy shown during booking and the terms set by the accommodation provider. Some bookings may be fully refundable, partially refundable, or non-refundable depending on the rate type, accommodation, date, promotion, or check-in timing.
Tours, safaris, excursions, travel packages, and custom trips sold under Marima Tours & Travel are booked with Marima. Marima is the customer-facing contact for cancellations, changes, credits, rescheduling, and refund requests. Marima may use third-party hotels, lodges, transport providers, guides, airlines, parks, activity providers, and other suppliers to fulfil parts of the trip, but customers are not required to pursue those suppliers directly for a Marima booking.
Refund eligibility depends on the booking-specific cancellation terms, when the cancellation request is received, the scheduled travel date, whether travel components have already been confirmed, and whether Marima has incurred non-refundable supplier costs. Any material non-refundable deposit, permit, ticket, accommodation, transport, park, activity, or similar commitment should be disclosed in the package details, quotation, booking confirmation, or other booking-specific terms.
Fees paid for Marima Agency services, property verification, tenant sourcing, viewing coordination, property photography, listing preparation, rent follow-up, maintenance coordination, and similar service work may be non-refundable once the work has started or resources have been committed.
If a service has not started, or if Marima is unable to provide a paid agency service, Marima may approve a refund, credit, or service reschedule after reviewing the request.
Marima Market generally facilitates property discovery, listing visibility, and communication between buyers, sellers, tenants, landlords, and agents. Unless Marima expressly acts as the payment processor for a specific transaction, payments, deposits, commissions, reservation fees, legal fees, and property transaction amounts paid directly to owners, agents, developers, or third parties are not controlled by Marima and are not refundable by Marima.
Users should verify property details, review agreements, and perform due diligence before making payments outside Marima.
If you are charged twice for the same service, charged the wrong amount, or charged after a confirmed cancellation where no charge should have applied, contact us with the payment reference, account details, date, amount, and reason for the request. Verified duplicate or erroneous payments may be refunded or credited.
Unless required by applicable law or expressly approved by Marima, refunds are generally not available for:
To request a refund, contact Marima Support through the available support channels or email [email protected]. Your request should include:
We aim to acknowledge refund requests within 3 business days. Depending on the complexity of the request, verification with travel suppliers, accommodation providers, property parties, or payment providers may take additional time. Approved refunds are usually processed within 7 to 14 business days after approval, although banks, mobile money providers, card networks, and payment gateways may take longer to reflect funds.
Approved refunds are generally returned through the original payment method where possible. If this is not possible, Marima may request alternative refund details after verifying the requester’s identity.
Refunds for Kenyan users are normally processed in Kenyan Shillings (KES). International refunds may be affected by exchange rates, bank charges, gateway fees, and currency conversion costs. Marima is not responsible for losses caused by exchange rate movements, bank fees, or third-party processing charges unless required by law.
If you believe a charge is incorrect, contact Marima Support before filing a chargeback where possible. Filing a chargeback without first attempting to resolve the issue may delay service access, investigation, or refund processing. Marima reserves the right to suspend accounts involved in fraudulent, abusive, or repeated invalid disputes.
Refunds for cancellations or service interruptions caused by events beyond reasonable control, including natural disasters, government restrictions, strikes, road closures, public health emergencies, extreme weather, security incidents, supplier failure, transport disruption, park closure, network outages, or other force majeure events, will be handled according to applicable law, the booking-specific terms, the amounts Marima is able to recover from affected suppliers, and the circumstances of the specific transaction.
Marima may refuse refunds, credits, or future service where we reasonably believe a user is abusing the refund process, making false claims, using fraudulent payment methods, repeatedly cancelling after service delivery, or breaching platform rules.
Marima may update this Refund Policy from time to time to reflect changes in our services, payment methods, legal requirements, or business operations. The latest version will be posted on this page. Continued use of Marima after changes are posted means you accept the updated policy.
For refund requests, billing questions, cancellation support, or payment disputes, contact us through: