Policy

Cancellation & Refund Policy

A fair, transparent, and balanced system that protects both guests and hosts while reflecting local operational realities.

Last Updated: February 2026

1

General Principles

By booking a stay through Sojourn, guests agree to the terms outlined below.

Our policies are designed to:

  • Provide reasonable flexibility to guests
  • Protect hosts from financial loss
  • Ensure transparency in refund expectations
  • Maintain property and operational standards

Refund eligibility depends on:

  • The cancellation timing
  • The cancellation policy selected for the listing
  • Whether the stay has commenced
Guests must review the specific cancellation policy displayed on the property page before confirming a booking.
2

Cancellation Policy Types

Each property operates under one of the following cancellation structures.

Flexible Policy

Up to 48 hours before check-inFull refund
Within 48 hours of check-in50% refund
After check-inNo refund

Service fees may be non-refundable.

Moderate Policy

Up to 7 days before check-inFull refund
Within 7 days of check-in50% refund
After check-inNo refund

Service fees may be non-refundable.

Strict Policy

Up to 14 days before check-in50% refund
Within 14 days of check-inNo refund

Service fees are non-refundable.

3

Same-Day & Last-Minute Bookings

Bookings made within 24 hours of check-in are generally non-refundable unless otherwise stated on the listing page.

4

Early Departure

If you check out before your scheduled departure date, unused nights are generally non-refundable. Exceptions may apply in approved emergency situations.

Early Checkout Refund — Nigeria Utility Policy

In Nigeria, electricity and some utilities are prepaid based on the length of your stay. Since hosts often purchase these utilities in advance, they may not be refundable once allocated.

70%

of unused nights refunded

30%

retained for prepaid utilities

Applies only when the early checkout is voluntary and not due to a property issue. Sojourn reviews each case to ensure fairness.

5

Extenuating Circumstances

Sojourn may override standard cancellation policies in cases of:

Serious illness or medical emergencies
Government travel restrictions
Natural disasters
Property becoming uninhabitable

Supporting documentation may be required. Refund decisions under extenuating circumstances are made at Sojourn's discretion.

6

Host-Initiated Cancellations

If a host cancels a confirmed booking:

  • ✓Guests will receive a full refund
  • ✓Service fees will be refunded
  • ✓Sojourn may assist in securing alternative accommodation

Hosts who repeatedly cancel may face penalties, suspension, or removal from the platform.

7

Security Deposit & Damage Protection

Certain listings may require a refundable security deposit.

Property damage
Missing items
Policy violations
Excessive cleaning needs

How the Security Deposit Works

1

Collected at booking or check-in

2

Held temporarily for protection

3

Fully refunded if no damage or violations

Damage Reporting & Resolution

If a host believes damage occurred:

  • Host must submit a formal report within 24 hours of guest checkout
  • Include clear photographic or video evidence
  • Provide detailed description and estimated repair cost

Investigation & Review:

Sojourn acts as a neutral third party — reviewing all evidence, contacting both parties if needed, and evaluating whether damage occurred during the stay.

Claim validated

A portion or full deposit may be retained. Remaining balance refunded.

Claim not validated

Full security deposit refunded to the guest.

Normal Wear & Tear

Security deposits will not be deducted for minor scuffs, standard usage marks, or normal wear consistent with residential use.

Fraudulent Claims

Submitting false or exaggerated damage claims may result in host penalties, suspension, or permanent removal from Sojourn.

8

Refund Processing Time

Approved refunds are processed within 5–10 business days, depending on the payment provider. Sojourn is not responsible for delays caused by third-party financial institutions.
9

Non-Refundable Items

The following may be non-refundable depending on the listing:

Service feesCleaning fees (if stay commenced)Payment processing charges

Details are shown during checkout.

10

Booking Modifications

Guests may request changes to booking dates or stay length. Approval depends on host availability, updated pricing, and the selected cancellation policy.

Changes may affect refund eligibility.

11

Dispute Resolution

If a dispute arises, guests and hosts should first communicate via the Sojourn platform. Sojourn reserves the right to make a final determination based on available evidence.

All decisions made by Sojourn after investigation are final.

12

Policy Updates

Sojourn reserves the right to modify this policy at any time. Continued use of the platform constitutes acceptance of updated terms.

Need Help?

For cancellation, refund, or damage-related inquiries, reach out to our support team.

info@sojourn.ng