REFUND POLICY

1. Overview

This Refund and Cancellation Policy applies to all reservation enquiries, confirmed stays, and security deposits at Constellation Apartments, Ternan Avenue, Nakasero, Kampala, Uganda, accessible via www.constellationsliving.com.

We are committed to being fair and transparent in all financial matters. Please read this policy carefully before submitting a reservation enquiry or confirming a stay with us.

2. Payment Structure

2.1 No Online Payment

Constellation Apartments does not process any payments through its website at www.constellationsliving.com. Submitting a reservation enquiry form does not constitute a financial transaction or a confirmed booking. No card details are collected online.

2.2 Payment at Check-In

All payments are collected in full at the property upon check-in. We accept the following payment methods:

• Cash – US Dollars (USD): Preferred for international guests. Notes must be clean, unmarked, and issued after 2009.

• Cash – Uganda Shillings (UGX): Accepted at the prevailing exchange rate on the day of check-in.

• Debit or Credit Card: Visa and Mastercard accepted via POS terminal at the property. Card must be in the guest's name or the cardholder must be present.

A receipt is issued immediately upon payment.

3. Reservation Confirmation

A reservation is only considered confirmed when our reservations team sends a written confirmation email to the address provided in your enquiry form. Until this confirmation is received, your preferred dates are not guaranteed.

4. Cancellation Policy

4.1 Standard Cancellation Terms

Notice Period Before Check-InRefund / Charge7 or more daysFull refund or free reschedule to alternative dates (subject to availability)3 to 6 days50% of the first night's rate is charged as a cancellation feeLess than 72 hours (3 days)Full first night's rate is charged as a late cancellation feeNo-show (failure to arrive without notice)Full first night's rate is charged; reservation is automatically cancelled after 24 hoursAfter check-in (early departure)No refund for unused nights unless extenuating circumstances apply (see Section 6)

4.2 How to Cancel

All cancellation requests must be submitted in writing via email to:
📧 frontoffice@sheratonkampala.com

Verbal or phone cancellations are not accepted. The official cancellation date is the date and time your written cancellation notice is received and acknowledged by our reservations team in writing.

5. Security Deposit

5.1 Deposit Amount

A refundable security deposit may be collected at check-in:

• Short stays (under 1 month): USD $200 or UGX equivalent at the prevailing rate

• Long stays (1 month or more): USD $400 or UGX equivalent, or as agreed in your rental agreement

5.2 Refund of Deposit

The security deposit will be refunded within 48 hours of checkout, subject to a satisfactory room inspection by our housekeeping and management team. Refunds are made in the same currency and method used at check-in.

5.3 Deposit Deductions

Constellation Apartments reserves the right to make deductions from the security deposit for:

• Damage to furniture, fixtures, fittings, or appliances beyond normal wear and tear

• Missing items (crockery, linens, keys, remote controls, etc.)

• Excessive cleaning required beyond standard housekeeping

• Outstanding charges (additional guests, extended stay, services rendered)

A detailed itemised statement will be provided to the guest within 48 hours of checkout if any deductions are made.

6. Exceptional Circumstances

In cases of genuine medical emergency, bereavement, or force majeure (including natural disasters, government-imposed travel restrictions, or acts of war), Constellation Apartments may, at its sole discretion, offer a full refund or complimentary reschedule regardless of the notice period. Supporting documentation (e.g., medical certificate, official notice) will be required. Requests must be submitted to frontoffice@sheratonkampala.com within 48 hours of the cancellation.

7. Long-Stay & Corporate Reservations

For stays of 1 month (30 nights) or longer, or for corporate block bookings, a separate rental agreement will be issued. The terms of that agreement take precedence over this general Refund Policy in all matters related to payment, cancellation, and deposit handling. Please contact our reservations team directly to discuss long-stay rates and terms.

8. Rate Changes

Quoted rates are valid for 7 days from the date of our written confirmation. After this period, rates are subject to change based on availability and seasonality. Any rate changes will be communicated in writing before the reservation is confirmed.

9. Disputes

If you believe a charge has been applied incorrectly or wish to dispute a deduction from your security deposit, please contact our team in writing within 7 days of checkout. We are committed to resolving all disputes fairly and promptly within 14 business days of receiving your written complaint.

10. Contact Us

For cancellations, refund requests, or deposit queries:

Constellation Apartments Reservations Team
📧 frontoffice@sheratonkampala.com
📞 +256 756 744 200
📍 Ternan Avenue, Nakasero, Kampala, Uganda
🌐 www.constellationsliving.com