Cancellations and refunds

A booking you have not paid for costs nothing to cancel. Let it go from Plans at any time. The nights open again for somebody else.

Every stay shows its cancellation policy before you book, and again at checkout. The policy is fixed on your booking when you pay, so it cannot change afterwards.

Hotels, shortlets and serviced apartments run as a business pick one of four policies:

• Flexible. Cancel at least 24 hours before check-in for a full refund. After that, no refund.
• Moderate. Cancel at least 5 days before check-in for a full refund. After that, half back.
• Firm. Cancel at least 30 days before check-in for a full refund, or at least 7 days before for half back. After that, no refund.
• Strict. Cancel at least 7 days before check-in for half back. After that, no refund.

A stay listed by an owner or agent follows Vallo’s standard schedule: full refund more than 72 hours before check-in, half back inside 72 hours, and none once check-in day has started. The full schedule is on the Cancellations page.

1. Open the booking from Plans.
2. Ask for the booking to be cancelled and refunded.
3. A person at Vallo decides it by the policy on your booking, and tells you the amount.
4. The refund is started by the end of the fifth Nigerian business day after you asked.
5. 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.

If the host cancels, you get everything back, whenever it happens. The policy does not apply to a cancellation you did not choose.

If you cannot get in, or the place is not what was listed, do not cancel. Report it from the booking on the day, with photos. When you arrive, your booking asks you Is it as listed? from check-in time until three hours after. Answer no, give a reason and add a photo. A person at Vallo looks at it, and a place that was not as listed is refunded in full.

If the payment does not go ahead, it goes back to you from the partner holding it, once the cancellation is agreed or decided.

Nothing is paid for a table or a viewing, so there is nothing to refund. Cancel a table from the reservation, and a viewing from Plans. A restaurant may ask for some notice; its page says how much.

The booking shows where the refund is. If your bank shows nothing ten working days after it was started, contact support with the booking reference.