How to Set a Cancellation Policy for Your Listing

Every listing on Flatmates Nigeria must have a cancellation policy. You set this in the listing editor under 'Policies'. There are three options:

• Flexible - guest receives a full refund if they cancel at least 24 hours before check-in; ideal for shortlets and high-demand rooms
• Moderate - full refund if cancelled 5 or more days before check-in; 50% refund if cancelled within 5 days
• Strict - 50% refund if cancelled at least 7 days before check-in; no refund for cancellations within 7 days

The policy you select is displayed prominently on your listing page. Listings with Flexible policies tend to receive more bookings because guests feel less at risk, but Strict policies protect you better if you have a short-let property with high turnover costs.

You can change your cancellation policy at any time from the listing editor. Changes take effect for all new bookings made after the update. Bookings already confirmed are governed by the policy that was in place at the time of booking - you cannot retroactively apply a stricter policy to existing reservations.

If you are hosting a special event period (Lagos Fashion Week, FESTAC anniversary, etc.) where you expect high demand and high turnover cost, consider temporarily switching to Strict for those dates via the availability calendar.

Flatmates Nigeria may override your cancellation policy in certain extenuating circumstances - for example a declared public emergency, natural disaster, or a confirmed security incident in the property's local government area. In such cases, affected guests receive a full refund regardless of your policy.

You will always be notified if an extenuating circumstances override is applied to your booking, and our team will work with you on fair compensation where possible.

If you cancel a confirmed booking as a host, the guest receives a full refund including all service fees. Your listing is also temporarily removed from search for a period proportional to the advance notice you gave.

Repeat cancellations lead to permanent removal of Instant Book eligibility and, for hosts with three or more cancellations in a calendar year, suspension from the platform. If you need to cancel due to a genuine emergency, contact support immediately - we can help manage the process with less impact to your hosting record.