Find answers below or tap the chat button to talk to our team.
Payments & Escrow
How is my payment protected?+
Every payment on Kimu Homes is held in escrow — a secure holding account managed by our licensed partner. Your funds are released to the host 6 hours after you check in, giving you time to confirm the property matches its listing.
When is escrow released?+
Escrow is released to the host 6 hours after you check in. This window gives you time to confirm the property matches its listing. If a dispute is filed within that window, you receive a full refund.
What payment methods are accepted?+
We accept bank transfers and card payments (Visa, Mastercard) through our secure payment partner. All transactions are encrypted and PCI-compliant.
Bookings
How do I cancel a booking?+
Go to My Bookings, select the booking you want to cancel, and tap "Cancel booking." You can cancel free of charge before the host confirms. After confirmation, the cancellation policy of the property applies.
What is the cancellation policy?+
Each property sets its own cancellation policy. You can find the policy on the listing page before booking. Typically, cancellations made more than 48 hours before check-in receive a full refund. Within 48 hours, a partial refund may apply.
Can I modify my booking dates?+
Date modifications are not currently supported directly. To change dates, cancel your existing booking and create a new one. If the booking is confirmed, contact support and we will help you coordinate with the host.
For Hosts
When do I get paid?+
Host payouts are released 6 hours after the guest checks in. Funds are transferred directly to the bank account on your profile, minus the platform commission. Processing usually takes 1-2 business days.
How do I list my property?+
Apply to become a host through the Host Application page. Once approved, you can create listings from your host dashboard with photos, pricing, amenities, and availability calendars.
What are the commission rates?+
Kimu Homes charges a platform commission on each completed booking. The exact rate is shown in your host dashboard and may vary based on property type and location. There are no listing fees or monthly charges.
Account
How do I verify my ID?+
After making a booking, you will be prompted to upload a government-issued photo ID (national ID, passport, or driver's license). This is required before check-in and helps protect both guests and hosts.
How do I change my email address?+
You can update your email from your account settings. Go to your profile, click on account settings, and update your email address. You will receive a verification link to confirm the change.