Refund & Cancellation Policy

1. Purpose

This Refund Policy governs how Itosa Apartment processes monetary refunds arising from cancellations, overbookings, property issues, or any other qualifying circumstance. This policy applies to all direct bookings at our Surulere (1-Bedroom) and Isheri (2 & 3-Bedroom) apartments in Lagos.

2. Eligibility for Refund

2.1 Cancellation Refunds

Refunds arising from guest-initiated cancellations are determined by the notice period provided before the scheduled check-in date (all times in WAT — West Africa Time, UTC+1).

All refunds are processed to the original payment method within 5–10 business days.

2.2 Management-Initiated Cancellations

If Itosa Apartment cancels a confirmed booking due to reasons within our control (e.g., property unavailability, maintenance emergencies, double-booking error), the guest is entitled to:

• A full refund of all amounts paid, and
• A courtesy compensation in the form of a discount voucher for a future stay, at the discretion of management.

2.3 Property Defects or Misrepresentation

If a guest checks in and finds that the apartment materially differs from the description in a way that substantially affects their stay, they should:

1. Report the issue to management within 2 hours of check-in.
2. Allow management a reasonable period (up to 3 hours) to remedy the issue.
3. If the issue cannot be remedied and the guest elects to depart, a full or partial refund may be issued at management's discretion.

Minor variations in décor, photos, or furnishing that do not affect the functionality of the apartment do not qualify for a refund.

3. Non-Refundable Items

The following charges are strictly non-refundable under all circumstances:

• Booking/Platform service fees charged by third-party platforms.
• Caution/security deposits that have been applied to cover damages.
• Additional services purchased separately (e.g., airport transfers, laundry, extra meals).
• Promotional or discounted bookings clearly marked as non-refundable at the time of booking.
• Electricity & utility surcharges separately billed.

4. Refund Processing

4.1 Timelines

4.2 Refund Method

Refunds will be processed using the same payment channel used to make the original booking, except where the original channel is no longer active (in which case an alternative account must be provided) or the guest expressly prefers a credit note for a future stay.

4.3 Currency

All refunds are processed in Nigerian Naira (NGN). Where an international card was used, the refunded Naira amount is subject to the prevailing exchange rate at the time of refund processing. Itosa Apartment is not liable for exchange rate differences.

5. Security / Caution Deposit Refund

A refundable caution deposit is collected at check-in or at the time of booking for all apartments:

The caution deposit will be refunded in full within 24–48 hours of checkout, provided that:

• The apartment is returned in the same condition as it was found.
• No breakages, stains, or damages are reported.
• All keys, access cards, and equipment are returned.
• No additional services are outstanding and unpaid.

Any portion of the deposit applied to damages or losses will be communicated to the guest with a written itemised statement.

6. Disputes & Escalation

If a guest believes a refund has been incorrectly withheld or processed, they may:

1. Submit a written dispute to management via email within 7 days of the refund decision.
2. Provide all relevant documentation (booking confirmation, payment receipts, photos, correspondence).
3. Management will review and respond within 5 business days.
4. If unresolved, the matter may be escalated to the relevant consumer protection body under Lagos State law.

7. Booking Types & Stay Durations

• Nightly bookings — Short stays of 1 to 6 nights at both locations. Governed by the cancellation tiers in Section 2.
• Weekly bookings — 7 nights or more. A weekly discount may apply; confirm at time of booking.
• Monthly / Long-Stay bookings — 28 nights or more. Subject to a separate long-stay agreement — please inquire.

8. Modification Policy

8.1 Date Changes

• Guests may request date modifications subject to availability.
• Modifications requested more than 7 days before check-in are processed at no additional charge, subject to rate differences.
• Modifications requested within 7 days of check-in are treated as a cancellation of the original booking and a new booking; the cancellation tiers in Section 2 apply to the original reservation.

8.2 Room Type Changes

• Guests at Surulere (1-bed) may upgrade to Isheri (2 or 3 beds) subject to availability.
• Downgrades are permitted but the difference in rate is non-refundable if the downgrade is requested within 7 days of check-in.

9. Special Circumstances

9.1 Force Majeure

In the event of extraordinary circumstances beyond either party's control — including but not limited to natural disasters, government-declared emergencies, flight cancellations due to severe weather, or acts of God — Itosa Apartment will offer the affected guest a full credit note valid for 12 months, or an alternative date, at no penalty. Documentary evidence will be required.

9.2 COVID-19 & Health Emergencies

If a guest tests positive for COVID-19 or another declared public health emergency and cannot travel, Itosa Apartment will offer a date change free of charge (subject to availability), or provide a credit note for the full booking amount valid for 6 months — provided that the guest presents a valid positive test result or official health advisory within 24 hours of the scheduled check-in.

10. Early Departure

If a guest departs earlier than the originally booked checkout date, no refund will be provided for the unused nights unless the early departure is due to a force majeure event as described in Section 9.1.

11. How to Cancel

1. Contact Itosa Apartment management via the official WhatsApp line or email address provided at booking.
2. State your full name, booking reference number, and check-in date.
3. Specify the reason for cancellation (required for Special Circumstance claims in Section 9).
4. Await written confirmation of cancellation receipt — you will receive a response within 24 hours.
5. Refund or credit note will be processed within 5–10 business days of confirmation.

12. Third-Party Bookings

For bookings made through third-party platforms (e.g., Airbnb, Booking.com), the cancellation policy of the relevant platform shall govern. Guests are advised to review the platform's policy at the time of booking. Itosa Apartment is not responsible for refunds administered by third-party platforms.