1. Booking Confirmation
All room reservations made through the website, phone, or third-party platforms are considered confirmed only after full or partial payment is successfully received and a confirmation message or receipt is issued by Shanem Construction & Real Estate.
Guests are advised to review their booking details carefully before confirming payment.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
2. Cancellation Policy
Guests may cancel their reservation under the following conditions:
a) Free Cancellation
Cancellations made at least 24 hours before the scheduled check-in date will qualify for a full refund of the amount paid.
b) Late Cancellation
Cancellations made within 48 hours of the check-in date may be subject to a cancellation fee of up to 40% of the total booking amount.
c) Same-Day Cancellation / No-Show
If a guest cancels on the day of check-in or fails to arrive without prior notice, the booking will be treated as a No-Show, and no refund will be issued.
3. Refund Processing
Eligible refunds will be processed using the same payment method used for the original booking, unless otherwise agreed.
Refund processing times may vary depending on the payment provider:
Bank Transfer: 3–5 business days
Mobile Money: 1–3 business days
Bank Cards (Visa/Mastercard): 3–7 business days
4. Modification of Bookings
Guests may request to reschedule or modify their reservation at least 24 hours before check-in, subject to room availability.
Any difference in room rates or additional services may require extra payment.
5. Early Check-Out
If a guest decides to check out earlier than the confirmed departure date, refunds for unused nights are not guaranteed and will be reviewed on a case-by-case basis by management.
6. Service Interruptions
In the unlikely event that Shanem Construction & Real Estate cannot provide the reserved accommodation due to circumstances beyond control (maintenance issues, emergencies, or operational challenges), guests will be offered:
Alternative accommodation, where available.
7. Contact for Cancellations or Refund Requests
All cancellation or refund requests must be submitted through the official contact channels:
Shanem Construction & Real Estate
Email: services@shanemzm.com
Phone: +260 979 285 309
Location: Shanem Lodge, PC6G+9WF,Meanwood Phase 3,Lusaka, Zambia
8. Policy Updates
Shanem Construction & Real Estate reserves the right to update or modify this Refund and Cancellation Policy at any time without prior notice. The updated policy will be published on the official website.