Refund & Cancellation Policy

Effective Date: January 1, 2025

Nnekkie aims to be fair to both students and lodge owners. Please read this policy carefully before making any payment through the app.

1. Reservation Fee (20% Deposit)

The 20% reservation fee is non-refundable once a lodge has been reserved and the payment is confirmed. This fee compensates the lodge owner for holding the property off the market in your name.

Exception: If the lodge is found to be materially misrepresented (e.g., the photos or stated facilities are significantly different from the actual property), you may submit a dispute within 48 hours of visiting or attempting to move in, and Nnekkie will review and may issue a full or partial refund at our discretion.

2. Agent Fee

The agent fee is non-refundable once paid, as it covers the agent's service in securing and processing your accommodation.

3. Move-In Balance Payment

The remaining lodge balance paid at move-in is non-refundable after successful move-in has been confirmed. If there is a verified issue with the property prior to move-in, contact Nnekkie support immediately before completing the move-in payment.

4. Cancellations Before Move-In

If you cancel a confirmed reservation before the agent fee or move-in payment is made:

The 20% reservation fee already paid is forfeited.
The lodge will be made available to other students immediately upon cancellation.

5. How to Raise a Dispute

To raise a dispute or refund request, go to My Bookings in the app, select the relevant booking, and contact support. Alternatively, email us at [email protected] with your booking reference and a description of the issue. All disputes must be raised within 48 hours of the triggering event.

6. Processing Time

Approved refunds are processed within 5–10 business days, depending on your bank or card provider.

7. Contact

For refund and cancellation enquiries, email [email protected] or use the in-app chat.