NaijaStay

Refund Policy

Cancellation & Refund Policy

This refund policy applies to all bookings made through NaijaStay. It complies with the Federal Competition and Consumer Protection Act (FCCPA) 2018 of Nigeria and follows best practices in the short‑let, hotel, and property rental industry.

Refunds are processed to the original payment method (wallet, bank, card) within 3–7 business days. NaijaStay reserves the right to deduct a 5% administrative fee for cancellations that require manual review (e.g., disputes). All cancellations must be initiated through the NaijaStay app or website. No refund of rent for unused nights after check-in. In case of a dispute, the decision of NaijaStay (based on evidence) is final.

Definitions

Guest

Any person who makes a booking (Anonymous, Registered, or Subscribed).

Host

The property owner or agent who lists the property.

Service Fee

NaijaStay's platform fee — non-refundable once the booking is confirmed.

Caution Deposit

Refundable deposit held in escrow to cover potential damages. Anonymous guests: 2× standard deposit held.

Risk Premium

Extra charge added to anonymous bookings (landlord-set percentage). Treated as part of the nightly rate.

Refund by Guest Tier & Cancellation Window

Registered Guest

Standard identified user with no subscription. Full access to dispute resolution via the app.

Cancellation WindowRent RefundService FeeCaution Deposit
≥ 14 days before check-in100%Non-refundable100%
7–13 days before check-in75%Non-refundable100%
< 7 days before check-in50%Non-refundable100%
Subscribed (NaijaStay Elite)

User with an active NaijaStay Elite subscription. Faster deposit refund (5 days).

Cancellation WindowRent RefundService FeeCaution Deposit
≥ 14 days before check-in100%Non-refundable100%
7–13 days before check-in85%Non-refundable100%
< 7 days before check-in70%Non-refundable100%
Anonymous Guest

Tokenised-identity guest. 2× caution deposit held. Risk premium treated as part of nightly rate.

Cancellation WindowRent RefundService FeeCaution Deposit
≥ 14 days before check-in100%Non-refundable100% (2×)
7–13 days before check-in75%Non-refundable100% (2×)
< 7 days before check-in50%Non-refundable100% (2×)

Non-Refundable Items (All Tiers)

Service feePlatform fee for facilitating the booking
Inspection report purchaseNon-refundable unless property is catfished (refunded as platform credit)
Risk premium (anonymous)Treated as part of the nightly rate
Subscription feeNon-refundable after 7-day cooling-off period or once benefits are used. Within 7 days: pro-rated minus 10% admin fee

Special Circumstances

Catfish listing (materially different from description)

100% refund of all payments + 10% relocation credit. Must report within 24 hours of check-in. NaijaStay sends an inspector to verify.

Host cancellation

100% refund of everything paid. Registered & Anonymous receive 10% future booking credit; Subscribed receive 15%. Host may be penalised.

Platform cancellation (force majeure, fraud, safety)

Full refund of all amounts paid including service fee. Subscribed guests also receive 20% future booking credit.

Damage dispute

Post-check-out inspection report is primary evidence. Guest can dispute within 48 hours of receiving the damage claim.

Guest cancels after check-in

No refund of rent for unused nights. Caution deposit returned minus any proven damages.

How to Request a Refund

  1. Go to Bookings → select the booking → tap “Cancel Booking” or “Request Refund”.
  2. Select reason and provide any evidence (photos, messages).
  3. NaijaStay will review within 48 hours and notify via email/in-app.
  4. Approved refunds are processed to the original wallet/bank account.

Questions? Visit our help centre