Rental &
Cancellation Policy

At a glance

This summary is for convenience only and does not replace the full terms below.

• Cancel more than 15 days before check-in: full (100%) refund, less transaction charges.
• Cancel 5–15 days before check-in: 50% refund, less transaction charges.
• Cancel less than 5 days before check-in: no refund.
• No refunds for unused nights if you leave early or do not arrive.
• A refundable security deposit is returned after check-out, once we confirm there is no damage.
• All prices are in US Dollars (USD).

1. Use of Property

When you stay with us, you agree to look after the apartment and follow our house rules.

1. The number of guests must not exceed the number agreed at the time of booking. Occupancy limits also apply for insurance reasons, so exceeding the maximum is strictly prohibited.
2. Please keep the apartment, and all furniture, appliances, fixtures and effects, in the same condition as found at the start of your stay.
3. Any damage to the property or its contents will be deducted from the security deposit and/or charged to the payment card on file.
4. Check-out is at 11:00 a.m. unless otherwise arranged and approved in advance. Late departure will result in a deduction from the security deposit.
5. If you notice any damage or issue on arrival, please document it and report it to us immediately. We encourage all guests to inspect the apartment on arrival.
6. Report any problems during your stay immediately, with photos where possible, so we can investigate and resolve them within the rental period.
7. All apartment rules must be followed. Breaking them may result in deposit deductions (in part or full) or guests being asked to leave — for example, following a neighbour complaint, illegal activity involving the authorities, leaving the apartment in an unacceptable state, threatening or abusive behaviour, excessive noise, property damage, or exceeding the guest maximum.
8. Proland Homes staff and approved service providers may need reasonable access to the apartment in the event of a problem or urgent repair.
9. All applicable Rwandan laws and local bylaws must be followed at all times. It is the tenant's responsibility to be informed, especially regarding noise and fire regulations.

2. Reservations

10. We will process your booking as quickly as we can, but approval of any particular application is not guaranteed.
11. All amounts are quoted and payable in US Dollars (USD) unless otherwise agreed in writing. Payment of the rental is due as follows: the full rental amount is due at the time of booking and must be paid in full at checkout before your booking is confirmed.

Payment can be made by direct online payment using debit or credit card. A refundable security deposit is also required; it is held in trust and returned after check-out, once an inspection confirms there is no loss or damage, via online transfer unless otherwise arranged.

3. Cancellation & Refund

Proland Homes may treat a booking as cancelled if the tenant gives written notice of cancellation, or fails to pay the balance by the time specified. If a booking is cancelled, Proland Homes may, but is not obliged to, attempt to re-rent the property.

Refunds are calculated as follows, and all refunds are made less any transaction or payment-processing charges:

12. No-show. If you do not arrive and have not given written notice of cancellation, the booking is treated as a cancellation of less than 5 days before check-in, and the refund rule above applies.
13. Early departure. If you leave before your booked check-out date, no refund is given for the unused nights.
14. Date changes. One request to change your dates may be accommodated free of charge if made more than 15 days before check-in and subject to availability, with any difference in rate payable. Requests within 15 days of check-in are treated as a cancellation and re-booking.
15. Refund timing. Approved refunds are processed within 10 business days to the original payment method. Where a refund is made in a currency other than USD, any exchange-rate difference or transfer charge is borne by the tenant.
16. If the apartment becomes uninhabitable due to events beyond our control — such as fire, flood or acts of nature — we will make every effort to find you a suitable alternative. If we cannot, the agreement becomes void and all payments are refunded.
17. If the property is repossessed, we will make every effort to find you a suitable alternative. If we cannot, the agreement becomes void and all payments are refunded.
18. Minor inconveniences — such as appliance failure, technical difficulties or power outages — do not qualify for a refund or discount, but we will make every effort to resolve them within reasonable means.
19. Proland Homes has zero tolerance for violations of these terms, including aggressive or unruly behaviour. In such cases we reserve the right to refuse entry to the premises, and no refund will be given.

4. Security Deposit

A refundable security deposit is required to secure the rental and cover potential damage. The amount is:

The deposit is held in trust and, less any deductions, is returned within 10 business days of check-out once an inspection confirms there is no loss or damage. It may be forfeited in full if the tenant violates these terms and conditions.

20. Guests are solely responsible for any deliberate or malicious damage caused during their stay. Where a malicious-damage claim is disputed, Proland Homes will assess it reasonably and determine any amount payable from the deposit.
21. Please advise us immediately of any problems, deficiencies or concerns, and document them where possible to avoid penalty.
22. Exceeding the maximum occupancy, or the number stated in the rental application, will result in forfeiture of the security deposit.

5. Our Responsibilities

23. Proland Homes owns and manages all apartments and is responsible for their upkeep. Information provided online or in print is true and accurate at the time of publication; changes may occur, and we will not be liable for such changes or resulting inconvenience.
24. We accept no liability for loss, damage, expense, accident, injury or inconvenience to person or property during your stay, except where caused by our own negligence, gross negligence or wilful misconduct. Nothing in this agreement excludes or limits any liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence. Guests are responsible for their own belongings and for any pets brought onto the premises with our prior written consent.
25. We are not responsible for disruptions beyond our control, such as (but not limited to) construction noise, inclement weather, power outages, theft, allergies, noise violations or traffic during the rental period.

6. Your Responsibilities

26. Please read, understand and follow all terms in this agreement.
27. Take reasonable care to keep yourself and the property safe, and to prevent accident, injury or damage. You accept the everyday risks associated with any stay, and agree to follow any reasonable household rules posted at the apartment.
28. Share these terms with all members of your group.

7. Privacy

Your personal information is kept safe and confidential, is not shared outside the company, and is used only for the purposes of your stay. See our Privacy Policy for full details.