Refund and Returns Policy

Effective Date: 17th November, 2025

At Booking9ja, we are committed to providing a secure, reliable, and convenient booking experience for users and a fair platform for vendors. This Refund and Returns Policy outlines how cancellations, refunds, and returns are handled for bookings made on our platform.

1. Scope of Policy

This policy applies to:

• Bookings of shortlet apartments, luxury beach houses, holiday homes, and boat cruises in Lagos, Nigeria.
• Transactions made via Booking9ja.com, including payments processed through our secure payment systems.
• Users (guests) and vendors (property owners or service providers) registered on our platform.

2. Cancellation by Users

A. Shortlet Apartments & Holiday Homes

• Full Refund: If a booking is cancelled 2 days prior to check-in (vendors may set specific cancellation periods).
• Partial Refund: If cancellation occurs within 3-4 days of check-in, a partial refund may apply according to the vendor’s terms.
• No Refund: For cancellations made after 4 days before check-in, no refund may be issued.

B. Luxury Beach Houses

• Cancellation terms may vary per property. Users are encouraged to check the vendor’s policy during booking.
• Flexible options may allow partial refunds if requested before the specified cancellation deadline.

C. Boat Cruises

• Cancellations must be made at least 2 days before the scheduled cruise to be eligible for a refund.
• Refund eligibility may depend on cruise capacity, timing, and vendor policy.

3. Cancellation by Vendors

• Vendors may cancel bookings due to unforeseen circumstances or emergencies.
• In such cases, users are entitled to a full refund, including service fees.
• Booking9ja.com may assist in rebooking or finding alternative listings.

4. Refund Process

1. Initiation: Refund requests are submitted via Booking9ja.com account or support contact.
2. Verification: We verify the booking, cancellation, and vendor terms.
3. Processing: Refunds are processed using the original payment method within [X] business days.
4. Notification: Users receive an email confirming the refund amount and processing timeline.

⚠️ Note: Payment gateway processing times may vary depending on banks or financial institutions.

5. Partial Refunds

Partial refunds may apply when:

• Users cancel close to check-in but within the vendor’s refundable period.
• Vendors provide discounts, adjustments, or credit for rescheduling.
• Certain fees (service fees, platform charges) may be non-refundable, depending on vendor policies.

6. Non-Refundable Items

The following are generally non-refundable:

• Service fees charged by Booking9ja.com for platform use.
• Optional add-ons purchased via vendors (e.g., guided tours, extra services).
• Bookings cancelled after the vendor’s non-refundable deadline.

7. Rescheduling

• Users may request to reschedule bookings instead of canceling.
• Rescheduling is subject to availability of the property or cruise and vendor approval.
• Any difference in rates between original and rescheduled bookings will be applied accordingly.

8. Dispute Resolution

• Users and vendors are encouraged to communicate directly via Booking9ja.com support for resolution.
• In unresolved cases, Booking9ja.com may mediate fairly to ensure compliance with platform policies.

9. Contact for Refunds

For any questions or refund requests, users and vendors can contact us:

• Email: [email protected]
• Phone / WhatsApp: +234-908-2832-195

Booking9ja.com ensures that all bookings are secure, flexible, and fair. Our refund policy balances the needs of guests and vendors, ensuring trust, convenience, and a reliable booking experience across Lagos, Nigeria.

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Book affordable shortlet apartments, luxury beach houses, holiday homes, and boat cruises in Lagos with confidence. All bookings are secure, verified, and flexible, ensuring comfort, convenience, and unforgettable Lagos experiences.