Cancellation Policy

1. Cancellation by the guest

Cancellation is only possible before check-in. From the day of check-in onward, a booking can no longer be cancelled, by the guest or by the host. For a monthly stay, see section 4.

2. Cancellation by the host

If the host cancels a confirmed booking, the guest is refunded in full, regardless of how much time remains before check-in. Repeated cancellations by a host may lead to suspension of their account.

3. Non-payment

For a request-to-book reservation, the guest has 24 hours after the host accepts to complete payment. After that window, the dates are automatically released and no amount is owed.

4. Monthly stays: instalments and termination

A stay booked by the month is paid month by month. The first month is paid at booking; each following month is a separate instalment, due on the monthly anniversary of the check-in date. Each instalment amount is set at booking time and is never recalculated.

For each listing, the host chooses a grace period of 3, 7, or 14 days after the due date (7 days by default). This period is specific to each listing and is shown on its page, before any booking is made. The last day to pay is included — for example, on a listing with a 7-day period: an instalment due on the 3rd of the month can still be paid up to and including the 10th. Each instalment's last day to pay is fixed at booking time and is not changed afterwards, even if the host later changes their listing's grace period.

Reminders are sent by SMS to the guest and, where applicable, to the payer: when the instalment becomes due, and again halfway through the grace period, stating the last day to pay.

If the instalment is still unpaid after that last day, the booking is terminated, including mid-stay: the stay ends, the remaining instalments are cancelled, the dates are released and become bookable again, and the guest, the payer, and the host are all notified by SMS.

What termination means, stated plainly: instalments already paid are not refunded, because they cover months already occupied; and because the booking becomes a cancelled booking, neither the guest nor the host can leave a review of that stay, even if it genuinely took place over several months.

Our team may waive an instalment on a case-by-case basis: the guest then owes nothing for that month, and the booking is not terminated over that due date.

Finally, a stay that has begun can no longer be cancelled (section 1): neither the guest nor the host can end it from the day of check-in onward. For a monthly stay, the termination for non-payment described above is therefore the only possible end before the agreed term. It is not an early-exit option and should not be used as one: it is the consequence of an unpaid instalment, with everything that follows from it above.

5. Refunds

Refunds are returned via the same payment method used for the booking (Wave, Orange Money, or bank card), processed by the platform's money desk. The usual time to receive the funds depends on the payment operator, typically a few business days.

6. Force majeure

Exceptional situations (natural disaster, health emergency, etc.) are reviewed on a case-by-case basis. Contact our support team for any request related to force majeure.