Refund Policy
Version 1.0 · Effective 1 June 2026
1. Overview
This Refund Policy explains how refunds, cancellations and booking modifications are handled on the Wavela platform, operated by Wavela Experiences Limited. It forms part of, and should be read together with, our Terms and Conditions. All bookings and payments are processed through the Wavela platform.
A guest's refund entitlement for a cancelled booking is determined by the cancellation policy selected by the host and displayed on each listing before booking. Refunds are made to the original payment method used for the booking.
2. Cancellation policies
Every listing displays one of the following standard cancellation policies, which governs the guest's refund entitlement:
| Policy | Guest refund terms |
|---|---|
| Flexible | Full refund if cancelled 24 hours or more before check-in. No refund for cancellations within 24 hours of check-in. |
| Moderate | Full refund if cancelled 5 days or more before check-in. 50% refund for cancellations within 5 days of check-in. |
| Strict | 50% refund if cancelled 7 days or more before check-in. No refund for cancellations within 7 days of check-in. |
3. How refunds are processed
Where a refund is due, it is processed to the original payment method used for the booking. Approved refunds are typically processed within seven (7) to fourteen (14) business days, depending on the payment provider and the guest's bank.
Because Wavela collects and holds booking funds until the booking is fulfilled, eligible refunds are paid from those held funds rather than recovered from the host after the fact.
4. Service fees
Wavela's Guest Service Fee is non-refundable, except where the cancellation is caused by a host-initiated cancellation or a verified platform error, in which case the full amount paid — including the Guest Service Fee — is refunded to the guest.
5. Host-initiated cancellations
If a host cancels a confirmed booking, the guest receives a full refund of all amounts paid, including the Guest Service Fee. Repeated host-initiated cancellations may result in penalties, listing suspension, or account termination.
6. Modifications to a booking
Changes to a confirmed booking (dates, number of guests, or duration) must be agreed by both the guest and the host through the platform. Any additional charge or partial refund arising from a modification is processed automatically based on the applicable rate.
7. Water-based services & weather
For boat charters and other water-based services, Wavela or the host may cancel, delay, or modify a booking where weather conditions, safety concerns, maritime advisories, government directives, or vessel defects reasonably require it. In such cases, guests may be offered a rescheduled booking, platform credit, or a refund in accordance with the applicable cancellation policy and the circumstances.
8. Chargebacks and disputes
Cancellations and refund requests must be submitted through the platform; requests communicated only to the host directly will not be processed. Where a guest raises a chargeback or payment reversal with their bank or payment provider, Wavela reserves the right to investigate and take reasonable action to protect the integrity of the platform, including withholding or offsetting payouts and recovering improperly refunded amounts.
9. How to request a refund
To cancel a booking or request a refund, use the cancellation option on your booking in the app. If you need help, contact our support team at support@wavela.io.
10. Contact
Wavela Experiences Limited
Abioro Street, Lagos, Nigeria
Email: support@wavela.io
Phone: +47 462 29 461