The schedule
Cancelling this stay
Before you pay, you can let a hold go at any time and nothing is taken. Once a stay is paid for, these are the terms it was priced under, and they do not change after you pay.
- Everything back100%
Cancel more than 72 hours before check-in and the full amount you paid goes back to the card or account you paid with. Support decides within five Nigerian business days of your ask.
- Half back50%
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.
- Nothing back0%
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.
Ask from the booking and support decides within five Nigerian business days. A refund it decides on goes back to the card or account you paid with; banks usually show it within 5 to 10 working days. Hours are measured to check-in at 3pm Lagos time.
When the host picks the policy
A hotel, shortlet or serviced apartment run as a business picks one of four policies: Flexible, Moderate, Firm, Strict. Its refund steps are shown on the stay before you book and again at checkout, and the refund follows the policy on your booking. The four policies, step by step.
Every deadline is counted in Lagos time from the stay's check-in time. A caution deposit is always returned under the rules listed with it, whatever the policy.
Before you have paid
A reservation you have not paid for is a hold on the calendar and nothing more. Cancel it from Plans, 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 an agent's calendar by forgetting about it.
After you have paid
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. Ask from the booking in Plans, or write to support with your booking reference. We apply the terms fixed on your booking exactly as they are written, the refund goes back to the card or account you paid with, 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.
When the cancellation is not your doing
The agent cancels
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.
The place is not what was listed
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.
You could not get in
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.
A restaurant table is different
Nothing is taken for a table, so nothing has to come back. You ask a restaurant for a date, a time and a party size, and the restaurant confirms it or turns it down. Cancel from the reservation at any hour, for nothing, and tell them in its own conversation if you are simply running late. You pay the restaurant when you eat, and the schedule above has nothing to say about any of it.
Where a refund actually goes
A refund goes back to the card or bank account you paid with, through our payment processor. Banks usually show it within 5 to 10 working days. Vallo never holds your money. If you pay by card, the owner's or agent's share goes straight to their bank account in the same payment. If you choose to have a licensed partner hold it, it stays with the partner until the deal is confirmed. There is no Vallo balance for a refund to sit in, so it always goes back the way the money came.
A tenancy, a sale or a lease is different again
The schedule above is for stays: a room, a flat or a house taken by the night. A year's rent, a purchase or a commercial lease is settled in the agreement you sign with the agent, and the terms in that agreement are the ones that apply. Vallo keeps the conversation, the inspection and the record of what was paid, and it does not overwrite what the two of you agreed.