Cancellations and refunds

Guest cancellations before the start

For a voluntary change of plans, the refund depends on when your booking was confirmed and when you cancel:

• Booked at least 24 hours in advance: cancel at least 24 hours before the booked start to receive a 95% refund.
• Booked less than 24 hours in advance: cancel at least one hour before the booked start to receive a 95% refund. This includes a booking made tonight for tomorrow morning.
• After the applicable deadline, but before the booked start: you receive an 80% refund.

The 95% refund includes a 5% cancellation fee. The 80% refund includes the same 5% fee plus a 15% late-cancellation deduction: the fee is not added again. Percentages apply to the booking charges paid through DollarNap, including the space charge, 1.5% guest service fee and booked extras, but excluding the refundable housekeeping caution.

We measure advance notice from the booking confirmation time to the booked start, using the timestamps and time zone shown in the booking. A cancellation received exactly at the deadline qualifies for the 95% refund. If a booking is confirmed less than one hour before the start, the 80% refund applies to a subsequent voluntary cancellation before the start; review this before confirming.

Fair fees and clear amounts

These percentages are the normal maximum deductions for voluntary guest cancellations, not a penalty or a way to recover the same loss twice. Any amount retained must be reasonable and reflect recoverable cancellation losses after costs saved and reasonable steps to rebook the space. We reduce or waive a deduction where the law requires it or the loss does not justify it. You can ask support to explain or review the amount.

For a booking payment of 10,000 FCFA, a cancellation within the deadline normally returns 9,500 FCFA. A late cancellation before the start normally returns 8,000 FCFA. Any unused refundable caution is returned separately in full. Rounding or a payment-provider minimum must not reduce your refund entitlement; support will arrange an appropriate return, including waiving a deduction where necessary.

How to cancel

Open your booking and choose Cancel. Then contact support with the booking reference to arrange the refund. Cancelling releases the reserved hours; it does not instantly return the payment. If the cancellation control is unavailable, email support so your request time is recorded. An unpaid request has no payment to refund, and withdrawing it does not create a separate cancellation charge.

Host cancellation, unavailable space or our error

You receive a 100% refund with no cancellation fee if the host cancels, cannot provide the booked space, or DollarNap causes the booking not to be provided. Let support know promptly, especially if you cannot get in. Do not select a voluntary guest cancellation at a host’s request when the host cannot provide the space; tell support what happened. You are not required to accept a replacement space or credit instead of a refund you are entitled to.

Late arrivals and missing check-ins

Your booking begins and ends at the agreed times even if you arrive late. For multi-day stays booked at least 24 hours ahead, notify the host at least two hours before the start. For other stays, notify them at least one hour before the start. If you booked too close to the start or encounter an unexpected delay, notify them as soon as possible. Use “I’m running late” in your booking to send an estimated arrival and message. This notice helps arrange access; it does not extend, cancel or change the price of your stay. Missing the notice deadline does not automatically cancel your booking.

Check-in remains open until the booked end. “No check-in recorded” does not prove that a guest was absent. Both parties can report an unrecorded arrival, missed stay or access issue for review.

For bookings that include the new arrival policy in their agreed expectations, a host may confirm an hourly no-show only after the stay ends and the space and access were available throughout. The guest then has two hours from that confirmation to respond in the booking. If there is no recorded arrival, guest response or access complaint, paid host earnings become eligible for release less platform commission. Otherwise the case requires independent review. An unused refundable caution is returned separately; provider confirmation and settlement determine when funds actually arrive. This response window does not remove statutory rights or prevent a later complaint. Charges remain subject to applicable law, actual loss, any avoided costs and any replacement booking; hosts must not recover the same loss twice.

Multi-day stays are not cancelled automatically because the initial arrival was missed. After 24 hours without contact, the host can report a possible no-show for review; the guest can still arrive during the remaining booked period. Existing bookings retain their original payment terms and require review before a different payment outcome is applied.

Requests after the booked start

Requests after the start are reviewed individually, taking account of the issue, when it was reported, the evidence and how much of the service was provided. The pre-start percentages are not an automatic entitlement after you have started using the space. The outcome may be a full or partial refund, or no refund where there is no entitlement. An early departure or disputed no-show is also reviewed under this section.

Contact us if the space was inaccessible, unsafe, materially different from its description, or another problem affected your stay. Report problems as soon as reasonably possible and preserve relevant messages or photographs. Do not put yourself at risk to gather evidence. Mandatory consumer rights still apply, including where a service was not provided as agreed.

Refundable housekeeping cautions

A caution is separate from the booking charge and is not a fee. A card authorisation is released rather than refunded; a collected mobile-money caution is returned through the supported payout route. For a cancelled stay that did not take place, the unused caution should be released or returned in full.

After a stay, the inspection and any dispute must be resolved before the appropriate return is confirmed. Any proposed deduction must be supported and explained, and you can challenge it through support. We do not treat a pending report as proof that a deduction is owed.

How the money comes back

Approved refunds are returned through the original payment route wherever supported. A mobile-money return requires the payer’s verified wallet details. If the original route cannot receive the return, support will agree an appropriate alternative after verifying ownership. We will never ask you to disclose your wallet PIN, one-time approval code or card password.

We refund the amount due in the original charge currency. A conversion shown by your bank or wallet may differ because of its exchange rate or separate charges. Refund submission and funds becoming available are different steps; timing depends on the provider and any necessary review. Support will confirm the refund reference or explain a delay. A “pending” return is not a completed refund.

Failed attempts and duplicate payments

An unsuccessful payment attempt does not itself create a refundable charge. If your wallet or bank shows a debit, contact support with the transaction reference so we can reconcile it. Do not keep paying the same booking while a debit is unexplained. Confirmed duplicate charges will be investigated and the duplicate amount returned.

Ask for a refund or a review

Email support@iholda.com with your DollarNap booking reference, the issue, when you cancelled or encountered it, and any relevant evidence. Include a payment reference if available, but do not send full card details or security codes. For a disputed outcome, ask for a further review and explain what you believe was missed.

This policy is provided by IHOLDA LTD and applies from 2 November 2026. It does not limit statutory rights or payment-provider dispute rights. A later policy change will not reduce the cancellation entitlement agreed for an existing booking.