Refund & Cancellation Policy

Effective Date: June 1, 2026

Last Updated: August 10, 2026

Nnekkie aims to handle cancellations and refunds fairly while protecting students, agents, lodge owners, and the platform from fraud or duplicate payments. This policy applies to inspection payments, lodge reservations, complete payments, platform fees, and related transactions made through Nnekkie.

Please review the lodge details, payment breakdown, and selected payment option before authorising a transaction.

1. Payment Options Covered

Depending on the lodge and its availability, students may select one of the following options:

Inspect Lodge: Pay the inspection fee and applicable platform fee without reserving the lodge.
Reserve Lodge: Pay the displayed reservation amount, generally calculated as 20% of the combined lodge price and applicable agent or managerial fee, together with the inspection fee and platform fee.
Complete Payment: Pay the full lodge price, applicable agent or managerial fee, inspection fee, and platform fee in one transaction.

2. Inspection Fee Refunds

An inspection payment does not reserve or remove the lodge from the market.

The inspection fee may be non-refundable after the agent has arranged or completed the inspection. However, a refund may be considered where:

The inspection was not provided
The agent failed to attend without arranging another suitable time
The lodge was unavailable before the inspection took place
The listing was materially misrepresented
A duplicate or incorrect payment occurred
A refund is otherwise required under applicable law

The student should confirm inspection completion only after the inspection has taken place. A false completion confirmation may affect the investigation of a refund request.

3. Three-Day Reservation Window

A successful reservation temporarily holds the lodge for the student for three days. The student must complete the outstanding payment before the displayed reservation deadline.

While the reservation remains active:

The lodge is held for the reserving student
Other students cannot complete a normal booking for the lodge
Other interested students may be allowed to join a waitlist

4. Expired Reservations

If the outstanding payment is not completed within the three-day reservation period:

The reservation may be cancelled automatically
The lodge will be released for other students
The student's reservation-related payment may be refunded
The disclosed inspection fee and platform fee may be deducted or retained where the related services have already been provided or incurred

Any refundable balance will be calculated using the verified transaction records held by Nnekkie. The app may display the cancellation and refund status after processing begins.

5. Voluntary Cancellation During an Active Reservation

If a student chooses to cancel before the three-day reservation deadline, the lodge may be released immediately for other students.

The refund request will be reviewed according to:

The amount paid
The payment stage
Whether an inspection or another service has already been provided
Whether the agent, owner, or manager has already incurred reasonable costs
Whether any eligible payout has already been processed
The reason for the cancellation
Applicable consumer-protection requirements

Submitting a cancellation request does not automatically guarantee a full refund.

6. Complete Payment Cancellations

A student who uses the Complete Payment option pays the full displayed amount without using the three-day reservation window.

If the student requests cancellation before lodge handover, Nnekkie will review the request based on the transaction status, services already provided, the reason for cancellation, and any amount already paid or committed to the agent, owner, or manager.

A refund may be approved where:

The lodge became unavailable before handover
The agent or owner could not provide the agreed accommodation
The property was materially different from the listing
A duplicate or incorrect payment was verified
The transaction failed but the student's account was debited
A refund is required under applicable law

7. Refunds After Lodge Handover

Students must confirm lodge handover only after the lodge, keys, or agreed access has actually been provided.

Once handover has been validly confirmed, the transaction is generally treated as completed and eligible agent payouts may be processed. Refunds after confirmed handover are therefore limited and will normally require evidence of fraud, material misrepresentation, failure to provide the agreed accommodation, duplicate payment, or another serious breach.

Ordinary changes of mind, personal preference, or issues that were clearly disclosed before payment may not qualify for a refund after handover.

8. Agent and Managerial Fees

Agent or managerial fees are not automatically treated as non-refundable in every situation. Their refundability depends on whether the relevant service was provided and whether an eligible payout has already been processed.

Where the agent or manager failed to provide the agreed service, misrepresented the lodge, or could not complete the handover, the related fee may be included in the refund review.

9. Platform Fees

Platform fees cover payment processing, reservation management, communication, notifications, fraud prevention, and other platform services.

A platform fee may be retained after a successful transaction or where the relevant platform service has already been provided. It may be refunded where a duplicate charge, technical error, unsuccessful transaction, or other qualifying issue is verified.

Any non-refundable or retained fee will be disclosed or reflected in the refund calculation.

10. Materially Misrepresented or Unavailable Lodges

A lodge may be considered materially misrepresented where important information differs significantly from what was advertised, including:

The displayed lodge is not the property offered
The stated location is substantially incorrect
Important advertised facilities do not exist
The lodge is already occupied or unavailable
The agent or person listing the lodge does not have authority to offer it
Photos or videos intentionally create a materially false impression of the property

Minor differences, personal preferences, normal wear, or information clearly disclosed in the listing may not qualify as material misrepresentation.

11. Failed, Duplicate, or Reversed Payments

If a student's bank account is debited but Nnekkie does not confirm the payment, the transaction may be pending, failed, or awaiting verification from the payment provider.

Students should not immediately repeat a payment unless the app clearly shows that another payment is required. Repeated attempts may create duplicate transactions.

Verified duplicate or unsuccessful payments will be reversed, refunded, or reconciled using the payment provider's records. A bank debit alert or payment screenshot alone does not override the verified transaction status.

12. Refund Method

Approved refunds may be:

Returned through the original payment method
Processed through the payment provider
Credited to the student's Nnekkie wallet where applicable
Handled manually by support where automatic processing is unsuccessful

Nnekkie will not knowingly process the same refund through more than one method. Where an automatic refund fails, the transaction will be reviewed before another refund method is used.

13. Refund Processing Time

Nnekkie will initiate an approved refund as soon as reasonably possible after verification. Most refunds may reflect within 5–10 business days, but the actual time depends on the payment provider, bank, payment method, weekends, public holidays, and any required investigation.

Some refunds may take longer where manual reconciliation, identity verification, fraud review, or information from a third party is required.

14. How to Cancel or Request a Refund

To request a cancellation, report a payment problem, or raise a refund dispute:

Open the relevant reservation or payment in the Nnekkie app
Use the available support or dispute option
Provide the reservation or transaction reference
Explain the issue and the resolution requested
Attach relevant photos, videos, messages, receipts, or other evidence

You may also email [email protected] from the email address connected to your Nnekkie account.

15. Reporting Time

Students should report lodge availability, inspection, misrepresentation, payment, or handover issues as soon as they occur—preferably within 48 hours of discovering the problem.

Waiting may make the issue more difficult to investigate, particularly after handover or payout. However, the 48-hour reporting period does not remove any right that cannot legally be limited under applicable law.

16. Investigation and Evidence

When reviewing a request, Nnekkie may consider:

Payment-provider and transaction records
Reservation, inspection, and handover statuses
Messages exchanged through Nnekkie
Listing photos, videos, descriptions, and location information
Information supplied by the student, agent, owner, or manager
Whether a refund or payout has already been processed

Nnekkie may request additional information before reaching a decision.

17. Fraudulent Claims and Chargebacks

Users must not submit false refund claims, manipulate confirmation statuses, or initiate a dishonest chargeback after receiving an inspection, lodge handover, refund, or other paid service.

Suspected fraud may result in delayed processing, account restriction, reversal of an incorrect wallet credit, recovery of duplicate funds, or referral to the relevant payment provider or authority.

18. Policy and Legal Rights

This policy should be read together with the Nnekkie Terms and Conditions and Privacy Policy. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under applicable Nigerian consumer-protection laws.

19. Contact Us

For cancellation, refund, or payment enquiries, contact [email protected] or use the available support option within the Nnekkie app.