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Cancellation & Refund Policy

This is a translation: should it differ, the French version prevails. Read the French version

Cancellation and Refund Policy

 

Last updated: 16/12/2025 

Welcome to Kaabia ! We understand that unforeseen events can occur. That is why we have put in place a clear and fair cancellation and refund policy for both tenants and owners. 

This document sets out the different cancellation policies, the refund conditions and any penalties that may apply. 

1. Cancellation by the tenant 

The tenant may cancel their booking at any time on Kaabia, but the amount of the refund depends on the cancellation policy option chosen by the owner when publishing their listing. 

1.1 Cancellation options for tenants 

Each owner may choose from the following three options : 

🔹 Flexible 

  • Full refund if the tenant cancels at least 24 hours before their arrival. E.g.: a cancellation request made the day before before 11:30 if check-in is at 12:00. 

  • If the tenant cancels after that, the first night is charged.  

🔹 Moderate 

  • Full refund if the tenant cancels at least 5 days before their arrival.  

  • If they cancel after that, the first night and 50% of the rest of the stay are charged. 

🔹 Strict 

  • Refund of 50% if the tenant cancels at least 7 days before their arrival. 

  • If the tenant cancels their booking between the sixth and the day of their arrival, no refund is possible. 

🔹 Very strict 

  • No refund after confirmation, or only in case of force majeure. 

🔹 1.2 How to cancel a booking? 

1- log in to your account with your email address and password. 
2- click on the *trips* menu in the dashboard  
3- click on cancel the booking. 
4- state the reason for the cancellation and a message to the host, then click on cancel the booking to confirm the cancellation.  
 
NB: please read the traveller’s cancellation policy carefully before confirming! 

1.3 Refund period 

If the tenant is eligible for a refund, it will be processed within 3 business days and credited to their account via the original payment method. 

2. Cancellation by the owner 

An owner may exceptionally cancel a booking, but this may result in sanctions to prevent abuse and guarantee the reliability of the platform. 

2.1 Cancellation rules for owners 

✅ Justified cancellation (valid reasons) 

  • Urgent repairs are needed in the home. 

  • A safety problem prevents the tenant from being received. 

  • A case of force majeure occurs (see section 3). 

❌ Unjustified cancellation (to be avoided) 

  • Double booking. 

  • Disagreement over the price after confirmation. 

  • Refusal to host a tenant without valid reason. 

2.2 Consequences for owners 

If an owner cancels a booking without valid reason, the following penalties apply: 

🚨 First unjustified cancellation : Warning and a fee of 10% of the booking amount. 

🚨 Second unjustified cancellation : Higher penalty and temporary suspension of the listing. 

🚨 Third unjustified cancellation : Permanent removal of the listing and possible suspension of the account. 

3. Force majeure 

Exceptional circumstances may justify a cancellation without penalty for the tenant or the owner. 

3.1 What is a case of force majeure? 

🔹 Natural disaster (flood, earthquake…). 

🔹 Major health crisis. 

🔹 Political conflict or war situation in the region. 

🔹 Serious illness of the tenant or the owner (with supporting document). 

In these cases, we assess the situation and offer a full refund or a rescheduled booking at no charge. 

 

4. Contact and support 

Need help?  

📩 Contact our Customer Service: [email protected] 

📞 Telephone: +229 0149209220/+2250585918991 

💬 Online chat available 24/7 

We are here to guarantee a smooth and fair experience for all our users! 

💡 Tip : To avoid inconvenience, tenants should read the owner’s cancellation policy carefully before booking. Owners, for their part, must make sure their calendar is up to date to avoid last-minute cancellations.