1. General refund principles

• Refund eligibility depends on the property’s individual cancellation policy.
• Cancellation and refund terms are always shown before payment is completed.
• By confirming a booking, you agree to the cancellation and refund terms attached to that property.
• Oboko acts as a facilitator and processes refunds in line with the property’s stated policy.

2. Apartment bookings

Refunds for apartment bookings depend on the cancellation window:

a. Free cancellation

• Some properties offer free cancellation within a specific period.
• If cancelled within this window, users may receive a full refund, excluding non-refundable service fees (if applicable).

b. Partial refund

Cancellations made after the free cancellation period but before the stay may be eligible for a partial refund, based on the property’s policy.

c. Non-refundable bookings

• Some discounted or special-rate bookings are non-refundable.
• These bookings will be clearly labeled before checkout.

3. Long-term rentals & property purchases

• Refunds for long-term rentals or property purchase-related payments are subject to agreements between users and property owners or agents.
• Oboko does not guarantee refunds for these transactions but may assist in dispute resolution where applicable.

4. Payment processing & timelines

• Refunds are processed through the original payment method used at checkout.
• Once approved, refunds may take 5 to 10 business days to reflect, depending on your bank or payment provider.
• Transaction or processing fees charged by payment providers may be non-refundable.

5. Booking issues & disputes

You may be eligible for a refund or resolution if:

• The property is significantly different from its listing
• The property is unavailable upon arrival
• There is a verified issue that prevents reasonable use of the property

All issues must be reported to Oboko within 24 hours of check-in for short stays.

6. Fraudulent or unauthorized transactions

If you believe a transaction was unauthorized:

• Contact Oboko Support immediately
• Provide relevant details for investigation

Oboko will work with payment providers and relevant authorities to resolve such cases.

7. Service fees

• Oboko service fees, where applicable, are generally non-refundable, except where required by law or in cases of platform error.
• Any non-refundable fees will be clearly disclosed before payment.

8. How to request a refund

To request a refund:

• Log into your Oboko account
• Go to Bookings
• Select the relevant booking
• Submit a cancellation or refund request

Alternatively, contact our support team.

9. Abuse of refund policy

Repeated refund abuse, false claims, or fraudulent behavior may result in:

• Account suspension
• Loss of refund privileges
• Permanent removal from the platform

10. Changes to this policy

We may update this Refund Policy from time to time. Updates will be communicated through the platform, and continued use of Oboko implies acceptance.

11. Contact us

For refund-related questions or support: