Refund Policy

Refund Policy

Effective Date: [01/08/2026]

NeriStay Refund Policy

This Refund Policy governs refunds for bookings made through NeriStay, a trading name of Neri Limited (“NeriStay,” “we,” “our,” or “us”). It forms part of our Terms and Conditions and applies to all Guests and Hosts using the Platform.

By making or accepting a booking through NeriStay, you agree to this Refund Policy.

1. Purpose

Our Refund Policy is designed to:

• Provide Guests with a fair and transparent refund process.
• Protect Hosts from unnecessary financial losses.
• Promote trust and confidence in the NeriStay Platform.
• Resolve refund requests efficiently and consistently.

1. Eligibility for Refunds

Refunds may be granted where:

• A booking is cancelled in accordance with the NeriStay Cancellation Policy.
• A Host cancels a confirmed booking.
• The booked property is unavailable upon arrival.
• The property is materially different from its advertised description.
• The property is unsafe or unfit for occupation.
• A duplicate payment is made.
• A payment processing error results in an incorrect charge.

Refunds are subject to verification by NeriStay.

3. Situations Where Refunds May Not Be Available

Refunds will generally not be provided where:

• A Guest changes their mind after the applicable cancellation period has expired.
• A Guest fails to arrive without prior notice (No-Show).
• A Guest departs early for personal reasons.
• A Guest is removed from the property for violating house rules.
• A Guest provides incorrect booking details.
• A Guest refuses to check in for reasons unrelated to the property or Host.

1. Host Cancellation

If a Host cancels a confirmed booking before check-in:

• The Guest will receive a full refund of all eligible amounts paid.
• NeriStay may assist the Guest in finding a comparable alternative property.
• Hosts who repeatedly cancel confirmed bookings may face account suspension, financial penalties, or removal from the Platform.

1. Property Issues

Guests should report any significant issue as soon as reasonably possible after check-in.

Examples include:

• Property substantially different from the listing.
• Serious cleanliness concerns.
• Lack of advertised essential amenities.
• Major plumbing, electrical, or safety issues.
• Inability to access the property.

NeriStay may request photographs, videos, or other evidence before determining an appropriate resolution.

Depending on the circumstances, NeriStay may approve:

• A full refund.
• A partial refund.
• Relocation to another available property.
• Another reasonable remedy agreed by the parties.

1. Duplicate or Incorrect Payments

If a Guest is charged more than once for the same booking or an incorrect amount due to a payment processing error, NeriStay will investigate the transaction and, where appropriate, issue a refund for the excess payment.

7. Security Deposit

Where a refundable security deposit has been collected:

• It will be returned after check-out once the property has been inspected.
• Deductions may be made for:
• damage beyond normal wear and tear;
• missing items;
• excessive cleaning;
• unpaid charges;
• breaches of the House Rules resulting in financial loss.

Where deductions are made, Guests may receive a summary of the charges where reasonably practicable.

8. Refund Processing Time

Approved refunds will generally be processed within 7 to 14 business days, depending on the payment method and financial institution.

NeriStay is not responsible for delays caused by banks, payment processors, or other financial service providers.

9. Non-Refundable Fees

Unless otherwise required by law or expressly stated by NeriStay, the following may be non-refundable:

• Payment processing fees.
• Currency conversion charges imposed by financial institutions.
• Third-party transaction fees.
• Charges arising from Guest misconduct.

1. How to Request a Refund

Guests requesting a refund should contact NeriStay as soon as possible and provide:

• Booking reference number.
• Full name.
• Contact information.
• Description of the issue.
• Supporting photographs or videos, where available.
• Any other information reasonably requested by NeriStay.

Failure to provide requested information may delay the review process.

11. Investigation Process

NeriStay reserves the right to:

• Contact both the Guest and the Host.
• Request additional evidence.
• Review booking records and communications.
• Inspect available documentation.
• Make a fair determination based on the available information.

The decision reached by NeriStay under this process does not prevent either party from pursuing any legal rights available under applicable law.

12. Fraudulent Refund Requests

Any attempt to obtain a refund through false statements, misleading information, fabricated evidence, or other fraudulent conduct may result in:

• Refusal of the refund request.
• Suspension or termination of the user’s account.
• Recovery of improperly refunded amounts.
• Reporting to the appropriate authorities where required by law.

1. Force Majeure

Where a booking is affected by extraordinary events beyond the reasonable control of the Guest, Host, or NeriStay, including natural disasters, government restrictions, civil unrest, pandemics, or other force majeure events, NeriStay will work with the parties to determine an appropriate solution, which may include rescheduling, travel credit, or a full or partial refund where appropriate.

14. Amendments

NeriStay may update this Refund Policy from time to time.

Any changes will become effective upon publication on the Platform unless otherwise stated.

15. Contact Us

For refund requests or enquiries, please contact: 09070129313

Neri Limited (Trading as NeriStay)

Email: support@neristay.com

Website: https://Neristay.com

Customer Support: [09070129313]

Registered Office: [Zone 5 Shop 5 Dawaki Road beside Giwa hospital Dutse Abuja]

By making or accepting a booking through the NeriStay Platform, you acknowledge that you have read, understood, and agree to this Refund Policy.