Bookings on Imólè are contracts between the customer and the business. Payments go through Paystack straight to the business, so the business makes refunds. This policy sets the minimum standard every business on Imólè must meet. Imólè is an app of Sundre Communication.
The business’s own policy
Each business shows its cancellation and refund terms before you pay. Read them before you book. A business’s policy can be more generous than this page, but not less.
If the business cancels or does not show up
You are entitled to a full refund of what you paid, including the booking fee if you paid it, or — if you prefer — a new date. The business must refund within 7 days.
If you cancel
The business’s policy applies. If the business’s policy does not say, a cancellation more than 48 hours before the appointment or check-in gets a full refund of the amount paid upfront, minus non-refundable payment processing costs; later cancellations may lose what was paid upfront.
Stays and listings
If two guests pay for the same dates, the first completed payment keeps the dates and the other payment is refunded in full automatically. If a property is not as described or not available on arrival, contact the host and us straight away.
The booking fee
Imólè’s booking fee is refunded when a booking is refunded in full because the business cancelled or did not show up. Paystack processing fees may not be refundable.
Raising a dispute
1. Contact the business first using the “Ask a question” box on their website, or reply to your booking email.
2. If it is not resolved within 3 working days, email [email protected] with your booking reference, what happened, and any photos or messages.
3. We review both sides, usually within 5 working days, and can ask the business to refund, pause their bookings or payouts on Imólè, or take further action under our acceptable use policy.
You can also raise a chargeback with your bank or card provider. If you do, please tell us so we can help.
Payments outside Imólè
We cannot help with money paid outside Imólè — for example a bank transfer to a personal account. This is the most common way people get scammed. Always pay through the Book button on the business’s Imólè website. See booking safely.
Questions: [email protected]. Last updated 18 October 2026. Imólè is an app of Sundre Communication. See all our policies.