Refund and cancellation policy

Request a cancellation or refund

Contact Nicotel as soon as plans change: call +234 908 744 0059 or send a WhatsApp message to the same number. Give your booking reference, booking name, dates and the change or refund requested. Ask for written acknowledgement and keep a copy. For payments made through Paystack, include your payment reference; Nicotel’s own obligations still apply.

Do not include card security codes, passwords or full medical records. Where evidence is genuinely necessary, ask for a proportionate and appropriate way to provide it. A booking payment and a refundable security deposit are different amounts.

Cancellation charges and protection

You may cancel an advance booking. Any charge must be reasonable, taking into account the circumstances, notice given and the reasonable opportunity to rebook the accommodation. A quoted percentage is not an automatic entitlement to retain that amount.

Nicotel’s published schedule lists 25% of the room rate for cancellation one day before check-in; 50% on the check-in date before 6:00 pm; and the full room rate after 6:00 pm on that date. All times are Abuja time. These amounts remain subject to the reasonable-charge requirement and statutory rights.

No cancellation fee may be imposed where the booking cannot be honoured because of the death or hospitalisation of the person for whom, or for whose benefit, it was made, as provided by section 120(3) of the Federal Competition and Consumer Protection Act.

The published schedule does not specify an earlier cancellation, exactly 6:00 pm, a no-show, a shortened stay or the calculation basis for a multi-night booking. Ask for those terms in writing before paying. This policy does not invent a fee for an unspecified case or turn silence into a non-refundable booking. Any agreed charge must still be lawful and reasonable.

Refunds and service problems

Ask for an itemised calculation showing payment received, any lawful deduction and the balance to return. A refund due must not be replaced with a voucher without your agreement. If Nicotel cancels or cannot provide the agreed accommodation, request repayment for the unprovided service and any other available legal remedy; the guest cancellation schedule does not automatically apply.

Report a material problem during the stay as soon as reasonably possible so the team can address it. This does not remove your rights where immediate reporting is not possible. Nothing here limits a legally available refund, price reduction or other remedy for a service not supplied as agreed.

Security deposits and return timing

The deposit for each accommodation type is shown on its detail page. Confirm before payment what it covers, the inspection process and when it will be returned. Request an explanation and supporting details for any deduction. A security deposit must not become an unexplained cancellation charge.

The team must confirm the refund or deposit-return date and payment method for your booking in writing. This website does not promise a fixed banking turnaround that has not been confirmed. Banking processing time can differ from the refund initiation date; ask for a payment reference once sent. A stated processing time cannot displace a legal deadline or justify unreasonable delay.

If a refund remains unresolved

Contact Nicotel with your receipt, request date and unresolved amount. You may also raise a payment issue with Paystack, complain to the Federal Competition and Consumer Protection Commission at fccpc.gov.ng, or pursue another available legal remedy. You do not waive these rights by using the website or contacting the team.