Cancellation Policy

Last updated: October 2025

Overview

This Cancellation Policy explains the terms and conditions for canceling bookings on Paddii, including refund eligibility, cancellation fees, and the process for both guests and hosts. Understanding these policies helps set clear expectations for all users.

1. Guest Cancellation Policies

Policy Types

Hosts choose from four cancellation policies for their listings:

Flexible Policy

• Full refund if canceled 24 hours before check-in
• 50% refund if canceled within 24 hours of check-in
• No refund after check-in
• Service fees refunded if canceled within 24 hours of booking

Best for: Event spaces, competitive markets, flexible hosts

Moderate Policy

• Full refund if canceled 5 days before check-in
• 50% refund if canceled 2-5 days before check-in
• No refund if canceled less than 2 days before check-in
• Service fees refunded if canceled within 48 hours of booking

Best for: Short-term rentals, vacation properties

Strict Policy

• Full refund if canceled 14 days before check-in
• 50% refund if canceled 7-14 days before check-in
• No refund if canceled less than 7 days before check-in
• Service fees refunded if canceled within 48 hours of booking

Best for: Long-term rentals, sale properties, high-demand listings

Non-Refundable Policy

• No refund regardless of cancellation timing
• Discounted pricing (typically 10-20% below standard rate)
• Service fees are non-refundable
• Only use for heavily discounted bookings

Best for: Last-minute deals, promotional offers

Policy Display

• Cancellation policy clearly shown on listing page
• Displayed again during booking process
• Included in booking confirmation email
• Guests must acknowledge before booking

2. How Guest Cancellations Work

Cancellation Process

Step 1: Access Booking

• Go to "My Bookings" in your dashboard
• Find the booking you want to cancel
• Click "View Details"

Step 2: Request Cancellation

• Click "Cancel Booking" button
• Select cancellation reason (required)
• Review refund amount
• Confirm cancellation

Step 3: Confirmation

• Receive immediate confirmation
• Email notification sent
• Host is notified automatically
• Calendar becomes available

Refund Calculation

The refund amount depends on:

1. Host's cancellation policy (Flexible, Moderate, Strict, Non-refundable)
2. Time until check-in (when you cancel)
3. Service fees (may be partially or fully retained)
4. Special circumstances (if applicable)

Example Calculation:

Booking: ₦50,000 (accommodation)
Service Fee: ₦7,500 (15%)
Total Paid: ₦57,500

Scenario: Moderate policy, canceled 3 days before
- Accommodation refund: ₦25,000 (50%)
- Service fee refund: ₦0
- Total refund: ₦25,000

Refund Timeline

• Processing time: 5-10 business days
• Method: Original payment method
• Bank transfer: 3-5 additional business days
• Card refund: 5-10 business days
• Weekends/holidays may cause delays

Service Fee Refunds

Guest service fees are refunded:

• Within 24-48 hours of booking (depending on policy)
• For host-initiated cancellations (full refund)
• In cases of listing misrepresentation
• When Paddii determines host is at fault

Service fees are NOT refunded:

• After the grace period expires
• For guest-initiated cancellations (after grace period)
• Non-refundable bookings
• Policy violations by guest

3. Special Circumstances (Extenuating Circumstances)

Qualifying Events

Full refunds may be granted outside the standard policy for:

Travel Disruptions:

• Government-mandated travel restrictions
• Natural disasters (floods, earthquakes)
• Public health emergencies
• Infrastructure failures (airport closure)

Personal Emergencies:

• Serious illness or injury (medical documentation required)
• Death of guest or immediate family member
• Emergency military deployment
• Jury duty or court summons

Property Issues:

• Property becomes uninhabitable
• Severe safety or health hazards
• Major misrepresentation of listing
• Illegal activity at property

Claiming Extenuating Circumstances

Requirements:

• File claim within 14 days of cancellation
• Provide supporting documentation
• Submit through Paddii support
• Must not have known about issue before booking

Documentation Needed:

• Medical certificate (for illness/injury)
• Death certificate (for bereavement)
• Official government notices (for travel restrictions)
• Police report (for safety issues)
• Photos/evidence (for property issues)

Review Process:

• Claim reviewed within 3-5 business days
• Additional documentation may be requested
• Decision is final and at Paddii's discretion
• Notification via email

4. Host Cancellation Policies

When Hosts Cancel

Host-initiated cancellations are taken very seriously and result in:

Immediate Consequences:

• Guest receives full refund (including all service fees)
• Automated rebooking assistance offered to guest
• Cancellation fee charged to host
• Calendar blocked for canceled dates

Penalty Structure:

First Cancellation:

• ₦5,000 cancellation fee
• Blocked calendar for canceled dates
• Warning on host account
• Search ranking reduction for 30 days

Second Cancellation (within 6 months):

• ₦10,000 cancellation fee
• Blocked calendar for 30 days beyond canceled dates
• 3-month search ranking penalty
• Required explanation and improvement plan

Third Cancellation (within 12 months):

• ₦25,000 cancellation fee
• Listing suspension for review
• Possible account suspension
• Must complete hosting education course

Repeated Violations:

• Permanent account suspension
• Removal of all listings
• No future hosting privileges

Acceptable Host Cancellations

Penalties may be waived for:

• Emergency property damage (flooding, fire, structural issues)
• Government orders (evacuation, condemnation)
• Safety concerns (verified security threats)
• Death or serious illness of host
• Property sold (with proof and advance notice)

Process:

• Contact Paddii support immediately
• Provide documentation
• Do not cancel through platform
• Allow Paddii to assist guest rebooking

5. Long-Term Booking Cancellations

Rentals Over 28 Days

Special rules apply for long-term stays:

First 30 Days:

• Standard cancellation policy applies to first month
• Remaining months subject to long-term policy

After 30 Days:

• Either party may cancel with 30 days notice
• Refund prorated based on unused days
• Service fees are non-refundable
• No penalty for either party (with proper notice)

Early Move-Out:

• Guest must provide 30 days written notice
• Forfeits payment for notice period
• No refund for early departure
• Host may relist immediately

Host Termination:

• Must provide 30 days notice
• Guest receives full refund for unused days
• Host pays relocation assistance (1 month rent)
• Guest receives rebooking support

6. Event Space Cancellations

Event-Specific Rules

Guest Cancellations:

• Same base policy (Flexible, Moderate, Strict)
• Setup/teardown time included in cancellation window
• Multi-day events treated as single booking
• Partial cancellations not permitted

Host Cancellations:

• Double the standard penalty (₦10,000 minimum)
• Must assist in finding alternative venue
• May be liable for guest's lost deposits
• Severe ranking penalties

Weather-Related:

• Outdoor events: Handled case-by-case
• Documentation required (weather advisories)
• May qualify for extenuating circumstances
• Rescheduling encouraged over cancellation

7. Sale/Purchase Cancellations

Property Sales

Before Payment:

• Either party may withdraw
• No penalties or fees
• Listing remains active

After Payment, Before Contract:

• Buyer cancellation: Loses deposit (typically 10%)
• Seller cancellation: Returns deposit plus 10% penalty
• Both incur service fees

After Contract Signing:

• Subject to purchase agreement terms
• Legal implications apply
• Paddii not responsible for contract disputes
• May require legal resolution

Failed Inspection/Due Diligence:

• Buyer may cancel with full refund
• Must occur within agreed inspection period
• Requires documented issues
• Seller may dispute findings

8. Modification vs Cancellation

Changing Bookings

Modifications Allowed:

• Date changes (subject to availability)
• Guest count adjustments
• Add-on services
• Extended stays

Modification Process:

• Must be agreed by both parties
• New price differences apply
• Modified booking protected by policy
• Cannot avoid cancellation fees through modification

Partial Modifications:

• Shortening stay = Treated as partial cancellation
• Extending stay = New booking for additional nights
• Date changes = Subject to new pricing

9. Dispute Resolution

When You Disagree

Guest Disputes:

• Property doesn't match listing
• Amenities unavailable
• Safety or cleanliness issues
• Host unresponsive

Process:

1. Document the issue - Photos, messages, evidence
2. Contact host first - Try to resolve directly
3. Report to Paddii - Within 24 hours of check-in
4. Provide evidence - Submit documentation
5. Await resolution - 3-5 business days

Possible Outcomes:

• Full or partial refund
• Alternative accommodation
• Credit for future booking
• No refund if claim unfounded

Host Disputes

When guests:

• Violate house rules
• Cause property damage
• Bring unauthorized guests
• Engage in illegal activity

Host Actions:

1. Document violations immediately
2. Warn guest (for minor infractions)
3. Contact Paddii support for serious issues
4. Do not cancel without approval
5. File damage claim if applicable

10. Refund Processing

How Refunds Work

Automatic Refunds:

• Issued immediately after cancellation approval
• Processed to original payment method
• Email confirmation sent
• Visible in transaction history

Manual Refunds:

• Require Paddii support review
• Take 3-5 business days
• Additional documentation may be needed
• Notification provided at each step

Payment Method Timelines

Payment Method	Processing Time
Debit/Credit Card	5-10 business days
Bank Transfer	3-5 business days
Mobile Money	1-3 business days
Paddii Wallet	Instant

Refund to Paddii Wallet

Benefits:

• Instant availability
• No processing fees
• Extra 5% bonus credit
• Use for any future booking
• Never expires

How to Choose:

• Select during cancellation
• Applied automatically to account
• Visible in wallet balance
• Can request cash refund later (loses bonus)

11. Cancellation Best Practices

For Guests

Booking Smart

• Choose appropriate cancellation policy for your needs
• Consider travel insurance for expensive bookings
• Communicate with host if issues arise
• Cancel ASAP to maximize refund
• Document any property issues immediately
• Read policy carefully before booking

Reducing Cancellation Need:

• Message host before booking
• Ask questions about property
• Verify location and amenities
• Check reviews carefully
• Ensure dates are correct
• Confirm all details

For Hosts

Minimize Cancellations

• Only accept bookings you can honor
• Keep calendar updated daily
• Maintain property in good condition
• Have backup plans for issues
• Communicate proactively with guests
• Block personal/maintenance dates
• Don't overbook

When Issues Arise:

• Contact Paddii immediately
• Offer solutions before canceling
• Help guest find alternatives
• Provide compensation if appropriate
• Learn from the situation

12. Policy Changes and Updates

Changing Your Policy

Hosts can update cancellation policy:

• Changes apply to new bookings only
• Cannot change for existing bookings
• Effective after 24 hours
• Guests notified of policy before booking

Restrictions:

• Cannot switch to stricter policy for existing bookings
• Must honor original booking policy
• Paddii may limit policy changes if abused

Platform Policy Updates

• Cancellation policies reviewed annually
• Material changes announced 60 days advance
• Existing bookings honored under original terms
• New terms apply to future bookings

13. COVID-19 and Health Emergencies

Current Policy

For Government-Mandated Restrictions:

• Full refund if travel is prohibited
• Requires official documentation
• Must be unable to legally travel
• Rescheduling encouraged

For Personal Health Concerns:

• Standard cancellation policy applies
• Medical documentation required for extenuating circumstances
• Positive test results may qualify
• Mandatory quarantine qualifies

Vaccination and Testing:

• Host requirements must be stated in listing
• Guest cancellation due to requirements = standard policy
• Last-minute requirement changes by host = full refund

14. Getting Help

Cancellation Support

Before Cancelling:

• Contact host to discuss options
• Review your policy carefully
• Consider rescheduling instead
• Check for travel insurance coverage

Support Channels:

• Email: support@paddii.com
• Phone: Available in dashboard
• Live Chat: 24/7 support
• Help Center: docs.paddii.com

Response Times:

• Urgent (within 24h of check-in): 1 hour
• Standard inquiries: 4-6 hours
• Complex cases: 1-2 business days

Important Notes

For Guests

• Cancellation policies are set by hosts, not Paddii
• Service fees may be non-refundable
• Refunds take 5-10 business days to process
• Travel insurance is recommended for expensive trips
• Read policy carefully before booking

For Hosts

• Cancelling bookings damages your reputation
• Multiple cancellations may result in suspension
• Always contact support before cancelling
• Consider offering partial refunds to maintain goodwill
• Your reliability affects search ranking

Contact Us

Questions about cancellations or refunds?

• Email: support@paddii.com
• Support: Available 24/7
• Help Center: help.paddii.com

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This policy ensures fair cancellation terms while protecting both guests and hosts in the Paddii community.