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Not one policy per agent. The same three steps apply to every stay booked and paid for on Vallo, so you never have to work out which rules you agreed to. A tenancy, a sale or a lease is settled in the agreement you sign with the agent and is not covered by the schedule below.
Before you pay, you can let a hold go at any time and nothing is taken. Once a stay is paid for, this is the schedule, and it is the same on every listing on Vallo.
Cancel more than 72 hours before check-in and the full amount you paid returns to your Vallo wallet, usually within minutes.
Inside the last 72 hours, half comes back to you. The other half stays with the agent, whose nights are now very hard to re-let.
Once check-in day has started the stay is the agent's to keep. If you never got in, or the place was not what was listed, do not cancel: report it, and a person looks at the booking.
Refunds return to your Vallo wallet, which is the fastest route, and you can move wallet money to your bank from there. The 72 hour window is measured to check-in at 3pm Lagos time.
A reservation you have not paid for is a hold on the calendar and nothing more. Cancel it from Bookings at any hour, for nothing, and the nights reopen for somebody else immediately. A hold you walk away from releases itself, so you cannot accidentally block a agent's calendar by forgetting about it.
Once money has moved, a cancellation is handled by a person rather than by a button, because a refund is somebody's money and it deserves a name against the decision. Write to support with your booking reference. We apply the schedule above exactly as it is written, the refund goes to your Vallo wallet, and you get the amount and the reason in writing.
Cancellation requests are answered within 1 day, and sooner when your check-in is close.
You get everything back, whenever it happens, including inside the last 72 hours. The schedule above never applies to a cancellation you did not choose.
Do not cancel. Report it from the listing on the day, with photographs if you have them. A misrepresented property is a standards matter, not a cancellation, and it is refunded in full once a person has looked at it.
A gate that will not open, an estate that has no record of you, a key nobody brings. Message the agent in the thread so there is a time stamp, then report it. Same treatment: full refund once it is confirmed.
Into your Vallo wallet, in naira, to the kobo. That is the fastest route available in this market and it is not a store credit: move it to your Nigerian bank account from the wallet whenever you want, or spend it on your next stay. Card reversals are slower and depend on your bank, which is why they are not the default.
Read this next to the safety centre and the trust and safety standards.
