Refund & Cancellation Policy

Effective Date: 15 October 2026

Document Version: 1.0

1. Introduction

This Refund & Cancellation Policy explains the cancellation charges, refund eligibility, rescheduling arrangements and related procedures applicable to meeting room and facility bookings made through Cowork Portal.

The policy applies to bookings administered by Belphy Technologies, trading as Cowork Portal.

Cowork Portal is developed, hosted and maintained by Belphy Technologies. Booking administration, cancellation decisions and refunds are the responsibility of the applicable coworking centre operator.

2. Cancellation Charges

Customers may cancel confirmed bookings subject to the following cancellation charges:

Cancellation Timing	Cancellation Fee	Refund Eligibility
48 hours or more before the booking start time	20%	80%
Less than 48 hours but more than 24 hours before the booking start time	50%	50%
24 hours or less before the booking start time	100%	0%

Cancellation charges are calculated as a percentage of the applicable booking charge. Any refund entitlement remains subject to the original payment amount, applicable adjustments and mandatory legal requirements.

The cancellation period is calculated using the time remaining between the cancellation request and the scheduled booking start time.

3. Cancellation Requests

Customers may request cancellation through their Cowork Portal account where the self-service cancellation option is available.

Self-service cancellation is subject to the cancellation cutoff configured by the coworking centre. Where online cancellation is no longer available, customers should contact the centre directly.

Submitting a cancellation request does not automatically mean that a refund has been approved or processed.

4. Refund Eligibility

Where a customer has already paid for a booking, the refundable amount will ordinarily be determined by deducting the applicable cancellation charge from the booking charge, subject to the amount actually paid and applicable law.

For example, where a booking charge is KSh 10,000 and the applicable cancellation fee is 20%, the cancellation charge is KSh 2,000 and the potentially refundable amount is KSh 8,000.

Any amounts due beyond payments already received will be reviewed and communicated by the coworking centre.

5. Refund Processing

Refunds are subject to verification and approval by the coworking centre.

Approved refunds will be processed using an available and appropriate payment method, taking into account the original payment method and applicable payment-provider requirements.

Processing times may vary depending on the payment provider, banking arrangements and any verification requirements.

Cowork Portal does not automatically issue refunds merely because a booking status changes to cancelled.

6. Rescheduling

Customers may request to reschedule a booking, subject to facility availability and approval by the coworking centre.

Rescheduling requests may be treated differently from cancellations at the centre's discretion, subject to applicable agreements and law.

Any price difference, additional service charge or adjustment will be communicated before the revised booking is confirmed.

7. Member Bookings and Included Hours

Company members and other eligible customers may receive included meeting room hours under their membership plans or contracts.

Cancellation of a booking made using included hours may affect the member's remaining allowance, depending on the applicable cancellation charge, membership terms and billing arrangements.

Where a cancellation results in chargeable usage or an adjustment to included hours, the coworking centre will review and administer the adjustment under the applicable membership agreement.

Cancellation of a booking does not automatically guarantee restoration of all previously allocated meeting room hours.

8. Unpaid Bookings

Guest bookings that require advance payment may be automatically cancelled if payment is not completed within the payment window communicated during the booking process.

Where no payment has been received, no payment refund is due. Any separate contractual charges will be assessed in accordance with the applicable agreement and law.

9. Late Arrivals and No-Shows

Customers who arrive late or fail to attend a confirmed booking may remain responsible for the applicable booking charge.

Failure to attend without an approved cancellation or rescheduling arrangement will ordinarily be treated as a no-show and may attract a charge of up to 100% of the booking amount, subject to applicable law.

10. Cancellation by the Coworking Centre

If the coworking centre cancels a confirmed booking because the facility is unavailable or cannot reasonably be provided, the customer will ordinarily be offered an appropriate alternative booking or a refund of the amount paid for the affected service.

Customers will not ordinarily be charged a customer cancellation fee where the cancellation is initiated by the coworking centre for reasons not attributable to the customer.

Any additional rights under applicable law remain unaffected.

11. Service Interruptions and Exceptional Circumstances

Refund or rescheduling requests arising from emergencies, safety incidents, material service interruptions or other exceptional circumstances will be assessed by the coworking centre on a case-by-case basis.

Nothing in this Policy limits rights or remedies that cannot lawfully be excluded.

12. Cancellation and Refund Disputes

Customers who disagree with a cancellation charge, refund calculation or refund decision may contact the coworking centre for review.

Customers should provide their booking reference and relevant payment or cancellation information to assist with the review.

13. Contact Information

Coworking Centre Operator: Belphy Technologies

Trading Name: Cowork Portal

Contact Email: admin@belphy.com

Business Address: 6th Floor, Reliable Towers
Mogotio Road, Westlands,
P.O Box 2417 (00606) Nairobi, Kenya.

14. Changes to This Policy

This Policy may be updated to reflect changes in booking arrangements, cancellation rules, payment procedures, operational requirements or applicable law.

Updated versions will display the applicable effective date and document version. Where required, customers will receive appropriate notice of material changes.

Changes will not retrospectively alter existing contractual rights or obligations where doing so would be unlawful.