Effective Date:
Welcome to Shortlet Africa (“we,” “our,” or “us”). We are committed to ensuring clarity and fairness when cancellations occur, whether initiated by Guests or Hosts. This detailed policy outlines the conditions, timelines, and consequences for cancellations to protect the interests of all interested parties.
1.1.1 Cancellations made at least 7 days before check-in
Guests will receive a full refund of the booking amount for cancellations made at least 7 days before check-in, including any service fees paid. The goal is to provide Hosts with adequate time to rebook their listing while affording guests flexibility in unforeseen circumstances.
1.1.2 Cancellations made less than 7 days but more than 48 hours before check-in
For cancellations made less than 7 days but more than 48 hours before check-in, Guests will receive only a 50% refund of the booking amount. Service fees, which cover administrative costs, will not be refunded.
1.1.3 Cancellations made less than 48 hours before check-in
No refund will be issued for cancellations made less than 48 hours before check-in, as this is considered a late cancellation that significantly impacts the Host’s ability to rebook their property.
To cancel or change a booking, follow the instructions provided through our Service or contact us. Please note that changes to a booking are entirely at the Host’s discretion and may result in additional amounts, fees or taxes.
Some listings may be marked as “non-refundable” by the Host, usually for discounted or promotional rates. Guests booking these options acknowledge that they will not be eligible for any refund in the event of a cancellation.
Under exceptional and verifiable circumstances, Guests may qualify for a full refund, even if the cancellation falls outside the flexible policy:
When a Host cancels a confirmed booking, the Guest will be refunded the full booking amount, including any service fees notwithstanding the time of cancellation.
Frequent cancellations harm trust in the platform, and penalties are intended to maintain reliability for Guests.
Hosts may cancel without penalty if they can prove legitimate reasons, such as:
Hosts must submit supporting documents (photos, reports) within 14 days of cancellation to avoid penalties.
Guests and Hosts may agree to modify a booking (e.g., changing check-in dates or extending stays). Such changes must be requested through the platform platform to ensure transparency and proper documentation.
Modifications may be subject to additional charges or refunds, depending on the Host’s pricing and policies for the new dates. That is, if a Guest changes the check-in date to a later time, the Host's availability and pricing for the updated period will apply.
In addition, under rare instances and acting reasonably, we may need to cancel your booking to comply with our legal obligations. We will work with you, where possible, to rebook your stay at a comparable property.
Refund eligibility depends on the Host’s cancellation policy. Service fees are refunded only if the booking qualifies for a full refund.
Refunds will be processed within 7–10 business days from cancellation confirmation. Delays may occur depending on payment provider.
Refunds are processed in the original payment currency. Currency conversion and bank charges may apply and are non-refundable.
If a Guest fails to check in without prior cancellation, the booking will be treated as a no-show. The Host retains the full booking amount.
Guests and Hosts must provide supporting evidence (logs, photos, receipts).
Shortlet Africa may mediate disputes. Our decisions are final and binding.
Disputes that cannot be resolved via mediation will be submitted to Arbitration and such proceedings shall be governed by the Arbitration and Mediation Act 2024.
We reserve the right to amend this Cancellation Policy to reflect changes in our platform or legal requirements. Updates will be communicated via email and the platform. Continued use of our services after changes indicates acceptance of the revised policy.
Email: support@shortletafrica.com
Phone: +234-XXX-XXXX
Address: xxx-street-Enugu