Cancellation Policy

A booking is "Pending" when it has been submitted but not yet confirmed by our team. You may cancel a pending booking at any time through your account under My Bookings. If you paid online, a full refund will be processed within 5–7 business days to your original payment method.

If you selected Pay on Arrival, no payment has been collected. You may cancel a confirmed booking up to 24 hours before your check-in date at no charge. Cancellations within 24 hours of check-in may be subject to a one-night cancellation fee.

For bookings paid online: • Cancel 48+ hours before check-in: 50% refund of the total amount paid. • Cancel within 48 hours of check-in: No refund. • No-show (fail to arrive without cancelling): No refund. All refunds are processed within 5–7 business days to the original payment method.

For stays of 7 nights or more, a different cancellation policy may apply and will be specified at the time of booking. Please review your booking confirmation email for the specific terms that apply to your reservation.

In the rare event that Casa Residences must cancel your booking (due to property unavailability, maintenance emergencies, or force majeure), you will receive a full refund regardless of when the cancellation occurs. We will make every effort to find you a suitable alternative property at no additional cost.

Pending bookings can be cancelled directly through your account at My Bookings → Cancel Booking. For confirmed bookings, please contact us at:\n\n• Email: bookings@casaresidences.com\n• Phone: +256 700 000 000\n• In person: Plot 47 Nakasero, Kampala\n\nPlease have your booking reference number ready.

We understand that unexpected events occur. For cancellations due to documented medical emergencies, bereavement, or government travel restrictions, please contact us directly. We will review these cases individually and do our best to accommodate.