At Accommodation Intermediary Services [ACCOMMEDIARY], we are committed to providing our users with a satisfactory experience. This Refund Policy explains the circumstances under which we may provide refunds or credits.
1. PAYMENT TERMS
All payments made on our platform are non-refundable, except as provided in this Refund Policy. By using our services, you acknowledge and accept these terms.
2. REFUNDABLE CIRCUMSTANCES
We may provide refunds or credits in the following circumstances:
Eligible for Refund
- Failed Transactions: If a transaction is declined or fails due to an error from our side and not from you or the property owner, we will refund the full amount to the user's original payment method within 5-7 business days.
- Duplicate Payments: If a user makes a duplicate payment for the same service, we will refund the duplicate payment amount after verification. Please report duplicate payments within 7 days of the transaction.
- Cancellation of Services: If we cancel a service or feature that you have paid for, we will provide a pro-rata refund for the remaining period. The refund will be calculated based on the unused portion of the service.
- Technical Errors: If you are charged incorrectly due to a system error or technical malfunction on our platform, we will process a full refund upon verification.
3. NON-REFUNDABLE CIRCUMSTANCES
The following circumstances are non-refundable:
Not Eligible for Refund
- User Cancellation: If a user cancels a service or feature after successful activation, we will not provide a refund. This includes subscription cancellations and service downgrades.
- Change of Mind: If a user changes their mind about a service or feature after purchase, we will not provide a refund. Please review all service details before making a purchase.
- Discounts and Promotions: All discounts, promotional offers, and special pricing are non-refundable. Once a promotional offer is used, it cannot be reversed.
- Third-Party Service Failures: We are not responsible for refunds related to third-party services, including but not limited to payment gateway issues, bank charges, or network provider problems.
- Violation of Terms: No refunds will be provided if your account is suspended or terminated due to violation of our Terms of Service.
4. REFUND PROCESS
To request a refund, users must follow these steps:
- Contact Support: Contact our customer support team at support@accommediary.com within the specified timeframe:
- Duplicate payments: Within 7 days of the transaction
- Service cancellation: Within 3 days of the cancellation notice
- Failed transactions: Within 48 hours of the failed transaction
- Provide Documentation: Submit a valid reason for the refund request along with supporting documentation (transaction receipts, screenshots, error messages, etc.).
- Verification: Our team will verify your refund request and may request additional information if needed.
- Follow Instructions: Follow our refund process instructions and provide any requested information promptly to avoid delays.
Important Note
Refund requests submitted after the specified timeframe may not be processed. We encourage users to review their transactions regularly and report any issues promptly.
5. REFUND TIMELINE
Refunds will be processed according to the following timeline:
- Processing Time: Valid refund requests will be processed within 5-7 business days of receiving all required documentation.
- Credit to Account: Once processed, refunds will be credited to your original payment method within 7-14 business days, depending on your bank or payment provider.
- Refund Confirmation: You will receive an email confirmation once your refund has been processed.
- Bank Processing: Please note that additional processing time by your bank or financial institution may apply.
Note: Weekends and public holidays are not considered business days and may extend the refund timeline.
6. COMMISSION REFUND
Regarding commission charges on our platform:
- Deducted commissions and convenience fees are not refundable if the errors are not from our side.
- If a commission was charged in error due to a platform malfunction or system error, we will refund the incorrectly charged amount.
- Commissions paid on successful transactions are non-refundable, even if the transaction is later disputed or reversed.
- Processing fees charged by third-party payment gateways are non-refundable in all circumstances.
7. CHANGES TO REFUND POLICY
We reserve the right to update or modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or other factors. When we make changes:
- The updated Refund Policy will be posted on our mobile app and website.
- The "Effective Date" at the top of this policy will be updated.
- We will notify users of significant changes via email or in-app notification.
- Continued use of our platform after changes constitutes acceptance of the updated policy.
We encourage you to review this Refund Policy periodically to stay informed of any changes.
8. CONTACT US
If you have any questions, concerns, or need assistance regarding this Refund Policy or to request a refund, please contact us:
- Email: support@accommediary.com
- Phone: +234 800 123 4567
- Address: Lagos, Nigeria
- Support Hours: Monday - Friday, 9:00 AM - 6:00 PM (WAT)
Our customer support team is committed to addressing your concerns promptly and professionally.
Acceptance of Refund Policy
By using our platform, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please discontinue use of our services.
9. GOVERNING LAW
This Refund Policy shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.
Any disputes arising out of or related to this Refund Policy shall be resolved through the following process:
- Negotiation: Both parties will first attempt to resolve the dispute through good faith negotiation.
- Mediation: If negotiation fails, the dispute will be submitted to mediation by a mutually agreed mediator.
- Arbitration: If mediation is unsuccessful, the dispute will be resolved through binding arbitration in accordance with Nigerian Arbitration and Conciliation Act.
- Jurisdiction: The courts of Lagos State, Nigeria shall have exclusive jurisdiction over any legal proceedings.
Dispute Resolution
We encourage users to contact our customer support team first to resolve any refund-related issues before pursuing formal dispute resolution procedures. Most issues can be resolved quickly through direct communication.
Our Commitment
At Accommediary, we are committed to fair and transparent business practices. This Refund Policy is designed to protect both our users and our platform while ensuring a positive experience for everyone. We continuously strive to improve our services and policies to better serve you.