Terms of Service

Welcome to Casa Rwego! These terms apply to your use of this website and to the services we offer through it: apartment stays in Remera, Kigali, car rental, and custom trip planning. By using the site, you agree to them.

Casa Rwego is a family-run guesthouse operation in Kigali, Rwanda. Where we say "we", "us", or "our", we mean the Casa Rwego team — Melaine and Alan.

The car rental and trip planner forms on this site let you request a quote or a custom plan. Sending a request is not a booking — your request only becomes a confirmed booking once we confirm it with you directly (by email, phone, or WhatsApp) and, where applicable, payment is arranged.

Quotes and prices we share are prepared personally for your dates and needs. They may change until a booking is confirmed. Apartment stays booked through Airbnb are additionally governed by Airbnb's own terms and the listing's house rules.

Guests staying in our apartments agree to follow our house rules, published at /house-rules. They cover things like quiet hours, visitors, smoking, key safety, and how to report damage. Unreported damage may result in a charge, as described there.

We ask you to treat the apartment, its furnishings, and the neighbors with respect. We may end a stay early in serious or repeated violation of the house rules.

Car rentals are quoted through this site and finalized in a rental agreement with us before the vehicle is handed over. That agreement sets out the vehicle, dates, price, deposit, insurance, fuel, and the driver's responsibilities during the rental.

You must hold a valid driver's license valid in Rwanda (or use one of our drivers) and provide the documents we request — for example through the document upload area — before pickup.

Custom trip plans are prepared for you personally. Where a plan includes services from third parties — parks, tours, transport, or tickets — those parts are provided under the third party's own conditions, and we'll always tell you who is providing what.

The /documents area lets guests with a booking code upload ID documents, licenses, and payment confirmations. It exists to make check-in and rental handover smooth. Please only upload your own documents, keep your booking code to yourself, and don't upload anything unrelated to your stay or rental with us.

The chat on this site is an AI assistant, not a member of the team. It answers questions from the information we've given it and tries to be helpful, but it can make mistakes and it cannot confirm bookings, prices, or availability. For anything important — a booking, a price, a problem in the apartment — confirm with us directly on WhatsApp.

We work hard to make every stay, rental, and trip smooth and safe, and we're responsible for our own actions under Rwandan law. That said, we can't take responsibility for things outside our control — for example power or water outages in the neighborhood (we'll always do our best to help), delays by third-party providers, or how you use a rented vehicle.

Your personal belongings are your own responsibility during stays and rentals.

These terms are governed by the laws of the Republic of Rwanda. If something goes wrong, please talk to us first — as a family business, we'll always try to make it right.

You can reach us any time on WhatsApp: Alan (+250 780 882838) or Melaine (+39 388 3719843). For how we handle your personal data, see our privacy policy at /privacy.