Refund & cancellation policy

Every listing on Chillsbay is a verified vendor with instant confirmation, free cancellation and secure checkout. We want cancelling to feel as fair as booking — clear windows, fast refunds and no hidden fees.

Most experiences and reservations can be cancelled free of charge up to a set window before the start time. The exact window is shown on the listing and on your confirmation before you pay, so you always know where you stand.

• Experiences and reservations: cancel free up to the window shown on the listing — typically 24 to 48 hours before the start time — for a full refund.
• Rentals (cars, boats, jet skis and private jets): cancel free up to the window shown on the listing. Because these are held just for you, the window may be longer.
• Cancelling after the free window may reduce or forfeit the refund, as set out below.

Cancel from your booking. Open the reservation or rental in your bookings and choose to cancel — the status updates to cancelled straight away and any eligible refund is started automatically.

If you cannot reach a booking, the Chillsbay team can help you cancel and confirm what you are owed.

Payments are processed securely by Paystack, so eligible refunds are returned the same way you paid — to the same card or account, in the same currency you were charged, whether that was ₦ or $.

• We start an eligible refund as soon as a cancellation qualifies under the windows above.
• Once started, the time to land in your account depends on your bank or card issuer — usually a few business days.
• Chillsbay does not add cancellation fees of its own. Any reduction comes only from the listing's cancellation window.

Rentals are protected by escrow. When you book a car, boat, jet ski or private jet, your payment is held securely rather than paid straight to the vendor.

• If you cancel within the free window, the held funds are released back to you in full through Paystack.
• If your rental goes ahead as planned, the escrow is released to the vendor after the booking is complete.
• If there is a dispute, funds stay held while we review it, so neither side is paid until it is resolved fairly.

A no-show is when a booking is neither honoured nor cancelled before it starts. Because the vendor has reserved time, space or a vehicle for you, no-shows are not eligible for a refund and any rental escrow is released to the vendor.

If something genuinely prevented you from attending or cancelling in time, contact us — we review these case by case.

If a vendor cancels, or materially changes the time, place or nature of what you booked, you are entitled to a full refund of what you paid — including any rental escrow — regardless of the cancellation window. We will help you rebook something comparable where we can.

A few listings carry their own terms — for example strictly non-refundable tickets or special events. When a listing differs from this policy, that is made clear on the listing and on your confirmation before you pay. Where the listing is silent, this policy applies.

Unsure what you are owed, or think something went wrong with a refund? Reach the Chillsbay team through the contact page and we will sort it out.