1. Our Role

Oboko provides an online platform that connects guests with hotels, apartments, vacation rentals, and other tourism service providers. Unless otherwise stated, accommodation and tourism services are provided by independent Hosts. Oboko facilitates bookings and payments but is not the owner or operator of listed properties.

2. Cancellation by Guests

Guests may cancel a booking through their Oboko account. The amount refunded depends on:

• The cancellation policy selected by the Host.
• The time remaining before check-in.
• Whether the booking has already commenced.
• Applicable laws and regulations.

3. Standard Cancellation Policies

Hosts may choose one of the following cancellation policies for their listings:

Flexible

Guests receive a full refund if they cancel at least 24 hours before check-in.

Moderate

Guests receive a full refund if they cancel at least 5 days before check-in.

Strict

Guests receive a partial refund if they cancel at least 7 days before check-in. No refund is available for cancellations made within 7 days of check-in, except where required by law or under this Policy.

4. Cancellation by Hosts

Hosts should avoid cancelling confirmed bookings. If a Host cancels a confirmed reservation, Oboko may:

• Provide the Guest with a full refund.
• Assist the Guest in finding comparable accommodation.
• Apply penalties to the Host.
• Suspend or remove the Host’s listing for repeated cancellations.

5. Non-Refundable Bookings

Some promotional, discounted, or special-rate bookings may be marked Non-Refundable. These bookings are not eligible for refunds unless:

• The Host agrees.
• Required by law.
• Covered under Section 9 of this Policy.

6. Booking Modifications

Guests may request changes such as:

• New check-in dates.
• Additional guests.
• Shorter or longer stays.

Hosts are not obligated to approve modification requests. Additional charges may apply where changes affect pricing.

7. Refund Processing

Where a refund is approved:

• Refunds will be returned using the original payment method whenever possible.
• Processing time depends on banks and payment providers.
• Oboko is not responsible for delays caused by financial institutions.

8. Service Fees

Oboko service fees may be:

• Fully refundable,
• Partially refundable, or
• Non-refundable,

depending on the circumstances of the cancellation and applicable law. Any non-refundable fees will be clearly disclosed before the booking is confirmed.

9. Exceptional Circumstances

Guests may qualify for a full or partial refund where a booking cannot be completed because of events beyond their reasonable control, including:

• Natural disasters.
• Government travel restrictions.
• Civil unrest.
• Serious security incidents.
• Public health emergencies.
• Property becoming unavailable through no fault of the Guest.

Supporting documentation may be required.

10. Property Misrepresentation

If the booked accommodation is materially different from its listing—for example:

• Incorrect location.
• Major advertised amenities are unavailable.
• Unsafe or uninhabitable conditions.
• Significant cleanliness issues.

Guests should notify both the Host and Oboko immediately. Oboko will investigate and may provide an appropriate remedy, which could include a refund, relocation assistance, or other resolution based on the circumstances.

11. No-Show Policy

If a Guest fails to arrive without notifying the Host, the booking may be treated as a No-Show. Refund eligibility will depend on the Host’s cancellation policy.

12. Disputes

If a dispute arises regarding a cancellation or refund: 1. Guests and Hosts should first attempt to resolve the issue directly. 2. If no agreement is reached, either party may ask Oboko to review the matter. 3. Oboko may request supporting evidence before making a decision. Oboko’s role is to facilitate a fair resolution based on the booking terms and available information.

13. Fraudulent Claims

Oboko reserves the right to deny refunds where there is evidence of:

• Fraud.
• False claims.
• Abuse of the refund process.
• Misrepresentation.

Accounts involved in fraudulent activity may be suspended or permanently closed.

14. Changes to this Policy

Oboko may update this Policy from time to time. Material changes will be communicated through the Platform or by email before they take effect.

15. Contact Us

For questions about cancellations or refunds, please contact: Afripro Innovative Solutions Limited Brand: Oboko Customer Support: support@obokoapp.com Refund Enquiries: refunds@obokoapp.com