DAMAGE & DISPUTE POLICY

This Damage & Dispute Policy outlines how damages, complaints, and disputes are handled on the BookastayNaija platform. By using the platform as a Host or Guest, you agree to comply with this policy.

1. Purpose

This policy ensures:

  • Fair treatment for both Hosts and Guests
  • Fast resolution of issues
  • Protection of property and user experience

2. Guest Responsibility for Damages

Guests are expected to:

  • Treat the apartment with care
  • Follow all house rules set by the Host
  • Avoid any negligent, reckless, or intentional damage

If damage occurs during a stay, the Guest is financially responsible.

3. Caution Fee (Security Deposit)

  • Each Host sets their own caution fee (security deposit)
  • This fee is collected directly by the Host at check-in
  • The Host may deduct from this fee if damage occurs

4. Damage Beyond Caution Fee

If damages exceed the caution fee:

  • The Host must provide:
    • Photo/video evidence
    • Cost breakdown or repair estimate
  • BookastayNaija may:
    • Request additional payment from the Guest
    • Restrict or suspend the Guest’s account if they refuse

Guests remain legally responsible for all damages caused.

5. Guest Complaints (Apartment Issues)

If a Guest arrives and the apartment is:

  • Not as described
  • Unclean or unsafe
  • Missing key amenities

They must:

  • Report the issue within 2–3 hours of check-in
  • Provide clear evidence (photos/videos)

6. Resolution Process

Once a complaint is submitted:

  1. BookastayNaija reviews evidence
  2. The Host may be contacted for clarification
  3. A decision is made within a reasonable timeframe

7. Possible Outcomes

Depending on the situation:

If Guest Complaint is Valid:

  • Full refund issued
  • Guest may rebook another apartment
  • Host may face penalties (including listing removal)

If Complaint is Invalid or Late:

  • No refund issued
  • Booking continues as normal

8. Host Cancellations & Listing Issues

If a Host:

  • Cancels last-minute, or
  • Provides an apartment that significantly differs from listing

BookastayNaija may:

  • Issue a full refund to the Guest
  • Assist Guest with rebooking
  • Penalize or remove the Host listing

9. Dispute Between Host and Guest

For disputes involving:

  • Damages
  • Behavior
  • Payment disagreements

BookastayNaija acts as a neutral decision-maker.

All decisions are based on:

  • Evidence submitted
  • Platform policies
  • Fair usage standards

10. Evidence Requirements

Both parties must provide:

  • Clear photos/videos
  • Time-stamped proof (where possible)
  • Written explanation of the issue

Failure to provide evidence may result in the dispute being resolved against the party.

11. Abuse of the System

The following may lead to account suspension or removal:

  • False damage claims by Hosts
  • Fraudulent refund claims by Guests
  • Manipulation or abuse of the dispute system

12. Final Decision

All dispute decisions made by BookastayNaija are final and binding, subject to applicable Nigerian law.

13. Contact

For disputes or damage claims, contact:

Email: hello@bookastaynaija.com