Cancellation Policy
Plans change — we get it. Brrd offers straightforward cancellation options so you can book with confidence. Our policy is the same for both luggage storage and short stay bookings.
How to Cancel
- Open the Brrd app and go to Bookings.
- Select the booking you want to cancel.
- Tap Cancel Booking and confirm.
- You will receive a cancellation confirmation via SMS and email.
You can also cancel by contacting us at support@brrd.co.ke — please include your booking reference number.
Refund Processing
- Eligible refunds are returned to the M-Pesa number used for payment.
- Refunds are processed within 3–5 business days from the cancellation date.
- M-Pesa service charges are non-refundable.
- The Brrd platform service fee (if applicable) is non-refundable for partial refunds.
Host-Initiated Cancellations
If a host cancels your confirmed booking, you will receive a full refund of all amounts paid, including service fees. We will also help you find an alternative booking at no extra cost.
Hosts who cancel frequently may have their listing suspended. We take reliability seriously.
Force Majeure
In exceptional circumstances beyond either party's control (natural disasters, government-mandated lockdowns, acts of God), Brrd may offer a full refund or free rebooking at its discretion. Affected bookings will be handled on a case-by-case basis — contact support as soon as possible.
Extensions & Early Pick-ups
- Extend your booking: You can extend an active booking via the app, subject to host availability. Extensions are charged at the same hourly rate.
- Early pick-up: You may collect your items before your booking end time. No refund is issued for unused time unless the booking is formally cancelled before start.
Questions
Still have questions? Visit our Help Centre or email support@brrd.co.ke.