Refund & Cancellation Policy
Fair, transparent policies for every booking type on AkiliStay
Last updated: March 2026
Each property on AkiliStay has a cancellation policy chosen by the business. The policy determines your refund if you cancel. All policies include a grace period for new bookings and an extenuating circumstances framework for emergencies.
Short-Stay Bookings
Vacation rentals and daily/weekly stays
Each short-stay property has one of five cancellation policies. The policy is shown on the property listing before you book.
| Policy | Free Cancellation Window | After Deadline |
|---|---|---|
| Flexible | 24 hours before check-in | 50% refund |
| Moderate | 5 days before check-in | 50% refund |
| Firm | 30+ days: full refund, 7-30 days: 50% | No refund under 7 days |
| Strict | 14 days before check-in | No refund |
| Non-Refundable | No free cancellation | No refund (discount applied at booking) |
Non-Refundable bookings come with a discount at the time of booking. You save money upfront in exchange for no cancellation flexibility.
If the business cancels: You always receive a full refund. The business is charged a penalty to discourage cancellations.
Student Hostel Applications
Semester-based hostel bookings
Each hostel has one of three cancellation policies. Refunds depend on how close to the semester start you cancel.
Before Payment
Always free to cancel. No payment has been made.
| Timing | Standard | Moderate | Strict |
|---|---|---|---|
| 30+ days before semester | 80% refund | 50% refund | 25% refund |
| 7-30 days before semester | 40% refund | 25% refund | 25% refund |
| Under 7 days before semester | No refund | No refund | No refund |
| After semester starts | No refund | No refund | No refund |
If the hostel cancels: You always receive a full refund. The bed is released and you can apply to other hostels.
Long-Term Rentals
Monthly and yearly lease agreements
Before Move-in (Deposit Refund)
If you cancel after paying a deposit but before moving in, the refund depends on the property's deposit refund policy and timing.
| Timing | Flexible | Moderate | Strict |
|---|---|---|---|
| 14+ days before move-in | 90% refund | 70% refund | 50% refund |
| 7-14 days before move-in | ~68% refund | ~53% refund | 50% refund |
| Under 7 days before move-in | ~50% refund | 50% refund | 50% refund |
Minimum 50% deposit refund is guaranteed before move-in regardless of policy.
After Move-in (Early Termination)
Fixed Term Lease
Breaking a fixed-term lease means forfeiting your security deposit. The business must approve the termination.
Flexible Term Lease
Give the required notice period (set by the business, minimum 30 days). An early termination fee is deducted from your deposit, and the remainder is refunded. Insufficient notice incurs an additional penalty.
If the business terminates your lease: You always receive a full deposit refund. The business is charged a penalty.
Grace Periods
Every booking type includes a grace period — a short window after booking where you can cancel for a full refund, no questions asked. This protects you from accidental bookings or quick changes of mind.
| Booking Type | Grace Window | Condition |
|---|---|---|
| Short-Stay | 24 hours after booking | Check-in is 7+ days away |
| Hostel | 48 hours after payment | Semester starts in 14+ days |
| Rental | 72 hours after deposit | Move-in is 14+ days away |
Grace periods apply to all policies, including Non-Refundable bookings (the discount is reversed).
Extenuating Circumstances
In certain emergency situations, you may receive a full refund regardless of the cancellation policy. Qualifying circumstances include:
- Natural disasters affecting the property or your travel route
- Government travel bans, curfews, or lockdowns
- Documented medical emergencies (hospitalization of you or immediate family)
- Death in immediate family (spouse, child, parent, sibling)
- Property uninhabitable or significantly different from listing
Documentation is required (medical certificate, death certificate, government notice, etc.). Claims are reviewed by our team within 48 hours.
Refund Processing Time
| Payment Method | Processing Time |
|---|---|
| Mobile Money (MTN, Vodafone, AirtelTigo) | 1-3 business days |
| Debit/Credit Card | 5-10 business days |
| Bank Transfer | 3-5 business days |
Refunds are processed to the original payment method used for the booking.
How to Cancel & Request a Refund
- 1
Go to Your Dashboard
Find the booking, hostel application, or lease you want to cancel.
- 2
Click "Cancel"
You'll see a preview of your refund amount based on the applicable policy before confirming.
- 3
Receive Confirmation
You'll receive an email with your cancellation details and refund amount.
- 4
Refund Processed
Your refund is processed automatically according to the timeline above.
Need Help?
If you have questions about our refund policy or need assistance with a cancellation, our support team is here to help.