Terms & Conditions

Enclave City is a hospitality and leisure business operating from Najeera, Kampala, Uganda. We run a restaurant and bar, accommodation rooms and suites, conference and events facilities, and a health club, all under one roof. When we say "Enclave," "we," "us," or "our" in these terms, we are referring to Enclave City and the people who work here.

By making a reservation, visiting our premises, using our website, or engaging with any of our services, you are agreeing to these terms. We know legal documents can feel heavy, so we have written this one as plainly as we can. If you have questions about anything here, please ask us before you commit.

These terms apply to all guests, visitors, event organisers, and anyone else who interacts with our facilities or books through our website at enclavecity.com. They form the full agreement between you and us in relation to your use of Enclave's services, alongside any specific booking confirmations or event contracts we may send you separately.

A reservation becomes confirmed once you have received a written confirmation from us, either by email or through our booking platform. Until that confirmation is in your inbox, your dates are not guaranteed and remain available to other guests.

When you make a reservation, you are confirming that the information you have provided is accurate. You are also confirming that you are at least 18 years of age, or that you have the authority to make a booking on behalf of another person or organisation.

Room reservations are subject to availability. We reserve the right to decline a booking request at our discretion, though we will always explain our reasons if asked. Special requests such as early check-in, late check-out, specific room configurations, or dietary arrangements are noted and treated as genuine priorities, but they remain subject to what is possible on the day and cannot be guaranteed in the same way that a confirmed booking can.

Check-in time is from 2:00 PM. Check-out is at 11:00 AM. Guests who wish to depart later should speak with our front desk team the evening before. Late check-out is available when we can accommodate it and may be subject to an additional charge, which we will discuss with you in advance.

Table reservations at our restaurant and bar are held for 15 minutes past the stated arrival time. If you are running late, please call us. We will always try to accommodate you, but we cannot guarantee your table will be available after the hold period on busy evenings.

We understand that plans change. Our cancellation policy is designed to be fair to both you and to us, since holding a room or table means turning away other guests.

For accommodation bookings, cancellations made at least 48 hours before the check-in date will receive a full refund of any deposit paid. Cancellations made within 48 hours of arrival, or in cases of no-show, will forfeit the deposit. For extended stays of five nights or more, we ask for 72 hours notice.

Specific promotional or non-refundable rates are clearly marked at the time of booking. By selecting a non-refundable rate, you are accepting that no refund will apply in the event of cancellation or amendment, regardless of the notice given.

To cancel or amend a reservation, please contact us directly by phone or email using the details at the end of these terms. Changes are subject to availability and the applicable rate at the time of the amendment. If the new rate is higher than what you originally paid, you will be asked to pay the difference. If it is lower, we will credit the difference to your account or refund it to your original payment method, depending on the circumstances.

In the unlikely event that we need to cancel or significantly alter your reservation, we will contact you as early as possible, provide a full refund of any amounts paid, and make every effort to find you a suitable alternative. We accept no further liability beyond this in circumstances outside our reasonable control.

All prices are displayed in Ugandan Shillings (UGX) unless stated otherwise. Prices include applicable taxes and levies at the rates current at the time of booking. If tax rates change between your booking and your stay, we may need to adjust the amount charged accordingly, though we will inform you of this in advance.

We accept payment by cash, major debit and credit cards, and mobile money (MTN Mobile Money and Airtel Money). Full payment or a deposit may be required at the time of booking depending on the service. The specific payment terms will be confirmed during the booking process.

Published room rates apply to the standard occupancy stated for each room type. Additional guests, where permitted, may be subject to a supplemental charge. Prices for food, beverages, and other services are as listed on our current menus and price lists, which are subject to change without prior notice.

Any disputed charges should be raised with our team during your stay or within 14 days of departure. We will investigate all queries promptly and respond within five working days.

Enclave is a place people come to relax, eat well, stay comfortably, and gather with purpose. We ask every guest to treat our team, our facilities, and their fellow guests with respect. This is not an unusual request. It is the foundation of every good hospitality experience.

You are responsible for your behaviour and the behaviour of any members of your party throughout your time on our premises. This includes behaviour in rooms, shared spaces, the restaurant, the bar, the health club, and during private events. We will not hesitate to ask a guest to leave if their conduct is disruptive, offensive, or damaging to the experience of others, and no refund will be issued in such circumstances.

Smoking is not permitted inside any of our buildings. A designated outdoor area is available for guests who wish to smoke, and we ask that cigarette ends are disposed of responsibly.

Guests are responsible for any damage caused to rooms, furniture, fixtures, or property during their stay. Enclave reserves the right to charge the card on file for any such damage. We will always provide a clear explanation and give you the opportunity to discuss the matter before any charge is applied.

Pets are not permitted on the premises without prior written consent. Service animals are welcome at all times and are not subject to this restriction.

Children are welcome at Enclave. We ask that children remain supervised by an adult at all times, particularly in the restaurant, bar area, and around the pool or health club facilities where applicable.

Our restaurant and bar are open to both hotel guests and members of the public during published operating hours. Opening times are displayed on our website and at the entrance, and may vary on public holidays or during private events. We will always post notice of any changes in advance where we are able to.

We take food allergies and dietary requirements seriously. Please inform our team of any allergies or dietary restrictions at the time of ordering. While we take every precaution, we cannot guarantee the complete absence of allergens in our kitchen environment, and guests with severe allergies should make this known clearly so our team can advise appropriately.

Alcohol is served responsibly. We reserve the right to refuse service to any person who appears to be intoxicated or who cannot demonstrate that they are of legal drinking age (18 years in Uganda). Enclave does not permit guests to bring their own alcohol onto the premises.

Access to our health club facilities, including the gym, sauna, and any fitness areas, is available to hotel guests as part of their stay. Day passes for non-residents may be available, subject to availability and current pricing. All health club users are required to complete a brief health declaration on their first visit. Use of health club equipment is at the guest's own risk. Our team is available to provide orientation on any equipment, and we encourage new users to request this.

Conference and private event bookings are governed by a separate events agreement, which we provide at the time of enquiry. The terms in that agreement take precedence over these general terms where there is any conflict between them.

A non-refundable deposit is required to secure all conference and event dates. The remaining balance is due no later than seven days before the event unless otherwise agreed in writing. We reserve the right to release the booking if payment is not received within the agreed timeframe.

All decorations, external contractors, and entertainment must be approved by Enclave prior to the event. We are happy to help coordinate suppliers and will provide a list of our recommended partners on request. Any damage caused by external contractors or decorations will be the responsibility of the event organiser.

Guest numbers should be confirmed no later than five working days before the event. We understand that numbers sometimes shift, and we will accommodate reasonable changes where our capacity allows. Significant reductions in confirmed guest numbers may affect the agreed pricing.

Enclave holds public liability insurance. Event organisers are advised to arrange appropriate event and cancellation insurance for their own protection, particularly for large events or those involving external equipment or significant advance expenditure.

Enclave takes the safety and wellbeing of its guests very seriously. We maintain our premises, equipment, and facilities to a high standard and carry appropriate insurance. We do not, however, accept liability for loss or damage to personal property left in rooms, vehicles, or common areas unless this results directly from our negligence or the negligence of our staff.

We strongly recommend that all guests travelling from outside Kampala carry appropriate travel insurance that covers personal belongings, medical expenses, and trip cancellation. Safes are available in guest rooms and at the front desk for the storage of valuables.

Our total liability to you for any claim arising from your stay or use of our services is limited to the amount you paid us in connection with the specific booking or service in question. We do not accept liability for indirect or consequential losses, including loss of enjoyment, business losses, or additional travel costs, except where we are required to do so by applicable Ugandan law.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be lawfully excluded.

The Enclave name, logo, brand identity, photography, written content, menus, and all other creative material published on our website or displayed on our premises are owned by Enclave City or are used under licence. They may not be reproduced, distributed, or used for commercial purposes without our written permission.

We genuinely enjoy seeing guests share their experiences on social media and we encourage it. If you tag us in a post or use our venue as a backdrop, you are giving us permission to share or repost your content on our own channels with appropriate credit. If you would prefer we did not share your content, just let us know and we will respect that immediately.

If you submit a review, comment, or feedback through our website or any third-party platform, you grant us a non-exclusive right to use that feedback in our marketing materials. We will always present your words fairly and in the spirit in which they were given.

These terms are governed by and interpreted in accordance with the laws of the Republic of Uganda. Any disputes arising from or in connection with your use of Enclave's services will be subject to the exclusive jurisdiction of the courts of Uganda.

We would much rather resolve any disagreement informally and directly. If you have a concern, please raise it with our management team in person, by phone, or by email. Most matters can be resolved quickly and to everyone's satisfaction when approached in that spirit. We commit to responding to any formal complaint within five working days and to working transparently toward a fair resolution.

If a provision of these terms is found to be unenforceable or invalid, that provision will be modified to the minimum extent necessary to make it enforceable. The remaining provisions will continue in full effect.

If you have questions about anything in these terms, or if you need to get in touch regarding a reservation, complaint, or anything else, please contact us through any of the following:

These terms were last updated in June 2025. We may revise them from time to time, and the current version will always be available on this page. If changes are material, we will make a reasonable effort to notify guests with active bookings.