Last updated: 2 October 2026
TRAVEASE NIG. LTD. does not operate a "no refund" policy. When money is due back to you, we refund it fairly, tell you clearly what (if anything) is deducted and why, and keep you updated until it reaches you.
1. When you are entitled to a refund
- You cancelled after paying but before we made the reservation (see Booking & Cancellation Policy, section 2).
- We could not complete your reservation and you chose a refund instead of an alternative.
- A provider or TRAVEASE cancelled or significantly changed your booking and you chose a refund.
- You cancelled a confirmed booking and the provider's rules allow a refund (the amount the provider returns is passed on to you).
- You were charged twice, or charged for a payment that did not go through.
2. What may be deducted
Only reasonable, disclosed charges, such as:
- cancellation or change fees charged by the airline, operator, hotel or car-hire partner under their rules;
- TRAVEASE's service fee, where the reservation had already been made and the cancellation was not caused by TRAVEASE or the provider;
- payment-processing charges we cannot recover, where you cancel before a reservation is made.
We will show you the breakdown before the refund is made. We never deduct anything when the cancellation is our fault.
3. How to request a refund
Contact us at [email protected] or on +234 805 055 5278 with your booking reference. You can see the progress of any refund on your booking page.
4. How and when you receive it
- Refunds go back to the original payment method. Card and Paystack payments are refunded through Paystack; bank transfers are refunded to the account that sent the money (we may ask you to confirm the account details).
- We initiate refunds that are within our control within seven (7) working days of approving them.
- After we initiate a refund, card refunds usually take 5 to 10 working days to appear, and bank transfer refunds usually 1 to 3 working days, depending on your bank.
- Where the refund depends on an airline, operator or hotel returning money to us, we request it promptly and pass it on within seven (7) working days of receiving it. Airline refunds can take several weeks; we will keep you informed.
5. Duplicate or failed payments
If you were debited twice or debited for a payment that failed, contact us with the details. We will confirm the payment and refund the duplicate amount in full.
6. Status of your refund
Your booking page shows each refund as "Refund requested", "Refund pending" or "Refunded". If you have not received a refund within the times above, contact us and we will give you the refund reference to follow up with your bank.