Cancellation Policy

Customer cancellations

• More than 72 hours before start: full refund of the booking amount.
• 24 to 72 hours before start: 50% of the booking amount is refunded.
• Less than 24 hours before start: no refund.
• No-show: no refund, and repeated no-shows may lead to suspension.

Companion cancellations

• The customer receives a full refund of the booking amount.
• We help you find a replacement companion where time allows.
• Companions who cancel repeatedly within 48 hours of a booking lose search priority and may be suspended.

Rescheduling

A confirmed booking can be rescheduled once, free of charge, if the request is made more than 48 hours before the start time and the companion agrees. Platinum members reschedule free at any time subject to companion availability. Rescheduling into a slot starting within 24 hours attracts the 20% emergency surcharge on the difference.

Cancellations by PlusOne Kenya

We may cancel any booking where verification fails, fraud is suspected, or there is a credible safety concern. In these cases the customer is refunded in full and, where appropriate, the responsible account is suspended pending review.