Cancellation policy
Last updated 27 September 2026. This is a draft for legal review; details in square brackets are still to be confirmed.
Every rate we sell has its own cancellation policy. We show it next to the rate before you pay, and again in your booking confirmation. The policy in your confirmation is the one that applies to your booking, even if we change our rates later. This page explains the general rules and the terms used in those policies. It forms part of our terms of booking.
Our rates
We expect to offer two kinds of rate. The exact terms of each are shown when you book.
| Rate | Cancel free of charge | After that | Paid | | -------------- | ------------------------------------------------------------- | ----------------------------------------------------------- | --------------------------------------- | | Flexible | Until [48 hours] before your arrival date, [14:00] Lagos time | [The first night] is charged | [In full or as a deposit] when you book | | Non-refundable | Not possible | No refund if you cancel, change your dates or do not arrive | In full when you book |
Offers and packages may have their own cancellation terms, shown with the offer.
How to cancel
- Use the link in your booking confirmation email, or contact us with your booking reference at [to be confirmed] or [to be confirmed]. [Online cancellation through Manage booking opens with our booking system.]
- Cancellation times are measured in Lagos time (West Africa Time), from when we receive your request.
- We will send you a cancellation confirmation. Please keep it until any refund reaches you.
Refunds
- Any refund your policy allows is calculated by our booking system and paid to the card or account you paid with, through Paystack.
- We start refunds within [2 working days] of your cancellation. Depending on your bank, the money usually reaches you within [5 to 10 working days].
- We refund in naira. We are not responsible for exchange-rate differences or charges made by your own bank.
Changing your booking
- To change your dates, rooms or number of guests, contact us. We will do our best to help, subject to availability.
- If your rate allows changes, any difference in price is charged or refunded. Non-refundable rates cannot be changed.
- A change that shortens your stay by more than your rate's free-cancellation window allows is treated as a cancellation of those nights.
No-shows and early departures
- If you do not arrive and have not cancelled within your rate's free-cancellation window, your booking is treated as a no-show. We charge [the first night] for flexible rates; non-refundable rates are not refunded.
- If you have not arrived by [midday the day after your arrival date] and have not told us you are delayed, we may release your room. Please call or message us if your flight is delayed.
- If you leave earlier than booked, [the remaining nights are charged] unless we agree otherwise.
Deposits and balances
Where your rate requires a deposit, the deposit is refundable only within your rate's free-cancellation window. Any balance is due [on arrival].
If we cancel
If we have to cancel your booking, we refund everything you have paid in full, as our terms of booking explain.
Events beyond anyone's control
If you cannot travel because of an event beyond your control, such as a flight cancellation or a serious illness, please contact us. We will look at each case fairly and, where we can, offer new dates. [Legal review: confirm our approach to force majeure.] We recommend travel insurance that covers cancellation.