Terms and Conditions

Terms & Conditions

Meru Heights Luxury Apartments
Katheri-Githongo Road, Kathumbi, Meru, Kenya
Phone: +254 712 050 449 | +254 701 680 231
Email: [email protected]
Effective date: January 24, 2026 (Last updated: January 24, 2026)

These Terms & Conditions (“Terms”) govern your use of the Meru Heights website (https://meruheights.com), any booking enquiry or reservation you make with Meru Heights Luxury Apartments and your stay at our property. By submitting a booking request, by confirming a booking, or by checking in to the property, you confirm that you have read, understood and accepted these Terms.

If you are booking on behalf of a group or an organisation, you confirm that you are authorised to accept these Terms on behalf of those additional guests.

1. Definitions

In these Terms, unless the context requires otherwise:

  • “Accommodation” or “Apartment” means any one of the apartments operated by Meru Heights Luxury Apartments.
  • “Booking” or “Reservation” means a confirmed booking by Meru Heights (confirmed in writing by email) for an Accommodation for specified dates.
  • “Guest”, “you” or “your” means the person making the booking and any persons who will stay in the Accommodation.
  • “We / Us / Our” means Meru Heights Luxury Apartments (the operator of the property).
  • “Services” means any ancillary services we provide such as transfers, laundry, housekeeping and catering.
  • “Rate” means the price for rental that applies to a Booking (may be seasonal or governed by a special offer).
  • “Website” means meruheights.com and related subpages.

2. Acceptance of Terms

  1. These Terms apply to all Booking enquiries, confirmed Bookings and stays at Meru Heights.
  2. By submitting a booking request, completing a reservation, or checking in, you accept these Terms and any policies referenced herein (including our Privacy Policy).
  3. You confirm you are at least 18 years old and have legal capacity to enter into a contract. We may require proof of identity on arrival.

3. Booking Process & Confirmations

  1. Enquiry bookings (request-to-book): Our standard process is enquiry-based. When you submit a Booking Request via our website form, email or by phone, the request is not a confirmed Booking. We will check availability and reply with a written Booking Quote or Confirmation. A Booking becomes confirmed only once we send a written confirmation email containing a Booking ID and payment instructions.
  2. Instant bookings / paid bookings: If you complete a payment through an online gateway which we provide as an instant-pay option, your Booking will be confirmed by our system and you will receive a confirmation email.
  3. Provisional holds: From time to time we may hold an Accommodation provisionally for a short period pending payment. We will advise you of any provisional hold expiry in writing.
  4. Group & corporate bookings: Group requests (2 or more apartments) may require additional time for confirmation and may be subject to special terms (including deposit amounts and invoice terms). Corporate bookings may require different invoicing arrangements; please provide billing instructions at enquiry stage.

4. Rates, Taxes & Fees

  1. Displayed rates: Rates shown on our Website or quoted by our reservations team are indicative until a Booking is confirmed. Rates are quoted in the currency shown on the Website and may change until the Booking is confirmed.
  2. Taxes & fees: The total price for a Booking will identify all mandatory taxes and fees (including any local levies) that apply to the stay. Optional services (transfers, extra beds, housekeeping on request) will be charged separately unless stated otherwise.
  3. Extra persons & children: The Rate for each Apartment is set for a base occupancy. Additional Guests (beyond base occupancy) may incur an extra person fee; the standard extra-person fee is KES 1,000 per person per night unless the Rate specifies otherwise. Children under the age of 3 years stay free (when sharing existing bedding) unless a cot/crib or extra bed is requested (fees may apply).
  4. Service charges: Any service or convenience charges (e.g., airport transfer, laundry, extra bed) will be clearly quoted in your Booking Quote or invoice.

5. Payment & Accepted Methods

  1. Payment methods: We accept payment by M-PESA, bank transfer, and card payments (Visa/Mastercard) via our payment provider. We may accept cash at check-in where previously agreed. Payment methods are subject to change; the available options will be shown in your Booking Quote.
  2. Deposit: To secure a confirmed Booking we usually require a deposit. Standard deposit rules are:
    • Short stays (< 30 nights): Deposit equal to one night’s stay or as specified in the Rate.
    • Monthly / Corporate bookings: Negotiable; in most cases one month’s rent or a mutually agreed deposit is required.
    1. Final payment: The balance must be paid as set out in the Booking Quote — typically on arrival or at least 7 days before check-in for non-arrival payments. For monthly stays or corporate accounts the payment schedule will be specified in the invoice.
  3. Storage of card details: If you provide card details, we may pass these to our payment processor to guarantee or process payments. We do not store full card details on our servers.
  4. Failed payments: If any payment fails, we reserve the right to cancel the Booking after notifying you. Unpaid balances due on arrival may result in denied check-in.

6. Cancellation, Amendments & Refunds

We offer different cancellation terms depending on the selected Rate. Your Booking Quote or Rate will state the applicable cancellation policy. The following are our standard examples:

Standard cancellation policies

  • Flexible Rate: Full refund (less any applicable transaction fees) if cancelled at least 24 hours prior to check-in. If cancelled less than 24 hours before check-in, the cost of one night will be retained.
  • Moderate Rate: 50% refund if cancelled 7 or more days before check-in; no refund if cancelled within 7 days of arrival.
  • Strict / Non-Refundable Rate: No refund in the event of cancellation. This Rate typically offers a reduced price.
  • Monthly / Long-stay bookings: Cancellations and refunds for monthly Bookings are governed by the rental agreement provided at confirmation. Typically, deposits for monthly stays are non-refundable if cancellation occurs within 30 days of the booking start date. Early termination of a monthly stay by the Guest may result in the forfeiture of a deposit and/or payment for the notice period (commonly 30 days) — see your contract for precise terms.

Amendments

  • Requests to amend dates, Apartment type, or Guest numbers should be made in writing. We will attempt to accommodate reasonable requests but cannot guarantee availability or identical pricing for amended dates. Amendment fees may apply.

No-show policy

  • If you do not arrive and do not notify us, the Booking may be treated as a no-show and cancellation charges up to the full amount of the Booking may apply depending on the Rate.

Refunds

  • Refunds will be processed to the original payment method within 14 working days of our approval, unless otherwise agreed. Any bank or payment processor charges may be deducted from the refund.

7. Check-in, Check-out & House Rules

  1. Check-in / Check-out: Standard check-in time is from 15:00 and check-out time is by 11:00 on the day of departure. Early check-in or late check-out may be available on request for a fee (subject to availability). Standard early check-in / late check-out fee is KES 1,500 where applicable (subject to change).
  2. Identification: Guests must present a valid government-issued identity document (passport or national ID) on arrival. We may retain a copy as required by law.
  3. House rules: Guests must comply with house rules including (but not limited to): no smoking inside apartments, respect for quiet hours (22:00 – 07:00), no unauthorised parties or events, and compliance with security requests. Failure to comply may result in additional charges or eviction without refund.
  4. Occupancy limits: Maximum occupancy for each Apartment is listed in the accommodation description. Exceeding the maximum occupancy without prior written consent may result in refusal of check-in or additional charges.
  5. Keys & access: Lost keys or lockouts may incur a replacement charge (standard fee: KES 2,000). Guests are responsible for all keys given to them until returned at check-out.

8. Guest Obligations & Conduct

  1. Guests must behave lawfully and not cause nuisance or damage. We reserve the right to evict without refund any Guest who behaves in an unlawful, noisy, drunken, threatening, or antisocial manner.
  2. Guests are responsible for any damage or loss caused by them or their visitors and will be charged for repair or replacement at market rates plus administration fees. Charges will be invoiced and deducted from the security deposit where applicable.
  3. Any damage or maintenance issue must be reported promptly. We will endeavour to respond quickly to reasonable repair requests.

9. Our Rights & Responsibilities

  1. We will provide the Accommodation and Services described in the Booking confirmation and make reasonable efforts to ensure the standards described on our Website. However, we reserve the right to make reasonable changes from time to time (for example, room allocation, repairs, or upgrades).
  2. In the unlikely event that an Accommodation becomes unavailable due to reasons beyond our control (maintenance, emergency, overbooking), we may offer an alternative accommodation of a similar standard or provide a refund. Where we provide alternative accommodation, we will make reasonable efforts to minimise any difference in value.
  3. We may enter an Accommodation for legitimate reasons (repairs, inspections, safety or emergency) with reasonable notice except in emergencies where immediate access may be required.

10. Security Deposit, Damages & Incidentals

  1. Security deposit: For short stays we reserve the right to take a refundable security deposit of KES 10,000 per Apartment at the time of confirmation or on arrival (via card pre-authorisation or cash). For monthly or corporate bookings the deposit requirement will be specified in your invoice.
  2. Use of deposit: The security deposit is held as security for damages, breakages, excessive cleaning, unpaid extras (laundry, minibar, additional services) or unpaid charges. We will return any unused portion of the deposit within 14 working days of check-out after inspection and deduction of applicable charges.
  3. Damage claims: If damage occurs, we will notify you, provide an invoice for the cost of repair or replacement and deduct the amount from the deposit if not settled promptly by you.

11. Liability & Limitation of Liability

  1. Guest property: We are not responsible for loss, theft or damage to Guest property unless caused by our proven negligence. Guests should secure valuable items and are advised to use travel or personal insurance to cover belongings.
  2. Limits of liability: To the fullest extent permitted by law our liability for losses arising from our negligence is limited to the total amount paid by the Guest for the Booking. We are not liable for indirect, special, or consequential losses (including loss of income, loss of opportunity, or emotional distress).
  3. Third-party services: We are not responsible for the acts or omissions of third parties who provide services to Guests (such as independent guides or transport operators) unless we arranged the service and guaranteed it in writing. In such a case, our liability is limited to direct loss caused by our proven breach.
  4. Nothing in these Terms excludes or limits liability for death or personal injury resulting from our negligence or any other liability that cannot lawfully be excluded.

12. Force Majeure

  1. Neither party shall be liable for any failure or delay in performance caused by circumstances beyond its reasonable control (force majeure), including but not limited to natural disasters, political unrest, government measures, epidemics/pandemics, strikes or severe weather.
  2. If a force majeure event prevents performance for more than 14 days, either party may cancel the Booking and we will, where appropriate, propose alternatives, rebooking or a refund less reasonable costs already incurred. Refunds in such events will be handled on a case-by-case basis.

13. Health, Safety & Communicable Diseases

  1. Guests must comply with applicable health regulations, travel advisories and property health & safety protocols. We may refuse check-in or require a Guest to leave without refund if they pose a health risk to staff or other guests.
  2. We maintain cleaning and hygiene standards consistent with local regulations and industry practice. If you have specific health-related needs please inform us in advance.

14. Services, Amenities & Third-party Providers

  1. We endeavour to provide the Amenities listed on the Website (Wi-Fi, fresh water, parking, on-site restaurant, housekeeping options). Amenity availability may vary by Apartment and is subject to maintenance and local service provision.
  2. Optional services (transfers, laundry, extra meal arrangements) are available on request and charged separately. Cancellation or changes to optional services are governed by the terms provided at booking.
  3. If we arrange third-party services (tour operators, guides, conservancy visits), those services are subject to the third party’s terms and conditions; we act as agent only unless otherwise stated.

15. Pets & Accessibility

  1. Pets: Pets are not permitted in the Apartments unless otherwise agreed in writing prior to arrival. Additional fees and specific conditions may apply for approved pets.
  2. Accessibility: We make reasonable efforts to accommodate Guests with mobility requirements. Please contact us prior to booking to discuss accessibility needs. Specific accessible units (if any) will be identified and may have limited availability.

16. Children & Infant Policy

  1. Children are welcome. Where a cot/crib or extra bed is requested, a small fee may apply and availability should be requested at booking. Guests are responsible for supervising children and for any damage caused by them.
  2. Children under 3 years generally stay free unless otherwise stated in the Rate.

17. Data Privacy & Communications

  1. Our Privacy Policy describes how we collect, use and store personal data. By booking you consent to our use of your personal information for the purposes of administering your Booking, processing payments, communicating confirmations and providing Services.
  2. We will not sell your personal data. We may share limited booking details with third parties only where necessary to fulfil the booking (e.g., payment processors, transfer providers, tax authorities if required by law).
  3. Marketing: You may opt-in to receive special offers and newsletters. You may unsubscribe at any time via the link in our emails or by emailing [email protected].

(Please see our full Privacy Policy at privacy-policy for detailed information.)

18. Intellectual Property & Website Use

  1. All content on the Website including text, images, logos and designs is the property of Meru Heights or our licensors and is protected by copyright and other intellectual property rights.
  2. You may not copy, reproduce, republish or commercially exploit Website content without our express written permission. You may, however, print or download pages from the Website for personal, non-commercial use.

19. Complaints & Dispute Resolution

  1. Complaints: If you have a complaint during your stay please bring it to the attention of our staff as soon as possible so we can attempt to resolve it promptly. Formal complaints should be sent in writing to [email protected] and will be acknowledged within 72 hours. We will investigate and propose a resolution within a further 14 days.
  2. Governing law & jurisdiction: These Terms are governed by the laws of the Republic of Kenya and any disputes shall be dealt with by the competent courts of Kenya. Prior to commencing litigation both parties agree to attempt good faith discussions to resolve disputes; we may agree to mediation where practical.

20. Changes to Terms

  1. We may update these Terms from time to time. Any changes will be published on this page with an updated “Last updated” date. Changes will not affect Bookings already confirmed prior to the effective date of the change unless required by law.

21. Severability, Waiver & Entire Agreement

  1. If any provision of these Terms is found to be invalid or unenforceable it will not affect the other provisions which will remain in full force.
  2. Failure to enforce a provision of these Terms does not constitute a waiver of that provision.
  3. These Terms, together with our Privacy Policy and any booking confirmations, form the entire agreement between you and Meru Heights with respect to Bookings and supersede any prior agreements.

22. Contact for Notices

For notices, complaints or formal communications, please use:

Meru Heights Luxury Apartments
Katheri-Githongo Road, Kathumbi, Meru, Kenya
Email: [email protected]
Phone: +254 712 050 449 | +254 701 680 231

For urgent, after-hours assistance call: +254 712 050 449

23. Annex — Cancellation & Refund Table

Rate typeCancellation window (before check-in)Refund / Charge
Flexible≥ 24 hoursFull refund (less transaction fees)
Flexible< 24 hours / No-showCharge: 1 night
Moderate≥ 7 days50% refund
Moderate< 7 days / No-showNo refund
Non-Refundable / StrictAny cancellationNo refund
Monthly / Long-stayCancel < 30 days before startDeposit non-refundable; see contract

Note: Exact refund amounts are determined by the Rate and your Booking Quote.