Cancellation & Refund Policy

1. Cancelling a pending booking

A reservation that has not yet been approved can be cancelled from the verified booking-status or Guest Portal flow when the relevant option is available. If you have already transferred money or uploaded a receipt, contact reservations with the booking reference so the payment can be reconciled.

Cancelling a pending record does not automatically prove that funds were received or establish a refund amount. Any verified payment must be separately reviewed.

2. Cancelling a confirmed booking

For a confirmed booking, submit a cancellation request through the Guest Portal or contact reservations using the booking reference and your booking email. Include the reason and relevant timing.

A submitted request does not automatically reverse a confirmed reservation or create an immediate refund. The team reviews the booking terms communicated for that reservation, payment evidence, timing, operational commitments and applicable consumer rights before responding.

3. Refund eligibility and communication

For direct bookings, the accommodation booking-fee refund depends on how far in advance the cancellation is requested. Three or more calendar days before the booked check-in date: 80% refund of the accommodation booking fee. Two calendar days before the booked check-in date: 70% refund. One calendar day before the booked check-in date: 50% refund. On the booked check-in date: the booking fee is non-refundable.

The refund percentages are calculated against the accommodation booking fee: 80% for cancellation three or more calendar days before check-in, 70% two days before, 50% one day before, and 0% on the booked check-in date.

These percentages apply to the accommodation booking fee, not to the separate refundable caution fee. Optional services and amounts already incurred should be identified separately in a refund calculation. Nothing here removes rights available under applicable law.

For eligible direct-booking cancellations, CARPEDIEM will review and process the refund within 24–48 hours after receiving the cancellation or refund request. We may ask for information needed to verify the booking and payment; missing or incorrect details may delay processing. Once CARPEDIEM processes the refund, the receiving bank or payment provider may take additional time to credit the account. This 24–48-hour processing period is separate from the caution-fee return standard.

4. Refundable caution fee

The ₦50,000 caution fee displayed in the direct booking flow is separate from the accommodation charge. Following checkout and inspection, CARPEDIEM returns the full caution fee within 24 hours after checkout when inspection confirms no damage, missing item or unresolved house-rule violation.

If a deduction or withholding is proposed, the team should explain the issue and relevant supporting details. Guests may ask for a review by contacting reservations on carpediemluxuryaptltd@gmail.com or through the Support page.

5. Changes, missed arrivals and third-party bookings

Date changes, no-shows, early departures and event or photoshoot changes should be discussed with reservations promptly. The applicable booking-specific conditions and legal rights determine how an unused service is treated.

For reservations made on Booking.com, Expedia, Agoda or another partner, the cancellation and refund terms shown with that specific platform booking may apply; use the relevant platform's support process where required.

6. How to make a request

Open the verified booking status/Guest Portal and use the cancellation option where available, or contact CARPEDIEM via Support, email carpediemluxuryaptltd@gmail.com, or call 09111111885. Provide the booking reference, booking email, requested change and any payment evidence needed to reconcile the transaction.

Do not share full bank-account details, card information or identity documents in public chats. A submitted request does not automatically approve a refund; wait for written confirmation.