Refund policy

1.The short version

• You cancel: you get back what your tour’s cancellation policy says, based on how long before the start time you cancel.
• The operator or we cancel, or too few guests join: you always get 100% back.
• The tour did not happen or was not as promised: you can send a claim within 7 days after the tour, and a person decides.
• Always: your rights under Nigerian consumer law stay, whatever a policy says.

2.The four cancellation policies

The operator chooses one policy for each tour. It is shown on the tour page and again at checkout, before you pay. Times are counted back from the tour’s start time (Nigerian time, WAT).

For example, on a Flexible tour that starts on Saturday at 9:00, you get all your money back if you cancel before 9:00 on Friday, half of it if you cancel between 9:00 and 21:00 on Friday, and nothing if you cancel later or do not turn up.

3.When the operator or we cancel

You get everything back, whatever the policy says, when:

• the operator cancels the tour for any reason, including weather, safety, a vehicle or guide that is not available, or too few guests;
• we cancel the booking, for example because of a mistake on our side or a problem with the operator;
• the operator cancels on the day or does not turn up.

Some tours need a minimum number of guests to run. If there are too few, the operator decides before the cut-off whether to run anyway. If not, everyone is told and refunded in full, with an explanation. If you would prefer another date, ask the operator or us; a new date is your choice, never a condition of getting your money back.

4.Non-refundable tours and the law

A “non-refundable” tour means the operator will not refund you if you change your mind or cannot come. It does not mean you lose your money if the service is not provided.

Under Nigeria’s Federal Competition and Consumer Protection Act 2018, a business cannot rely on a “no refund” term to avoid giving you what you paid for. So even on a non-refundable tour you are refunded when the tour is cancelled, does not happen, or is not what was agreed. Where these terms and your legal rights differ, your legal rights win.

5.The tour did not happen, or was not as promised

If you paid, went (or should have gone) and something was seriously wrong, you can send a claim. It is free, and every claim is read and decided by a person on our team, never by a machine.

• How: from your booking page or your account, choose a reason, write what happened (at least a few sentences) and add 1 to 5 photos or documents.
• When: after the tour starts and within 7 days. One claim for each booking.
• The operator’s side: the operator is told at once and has 72 hours to answer with their own account and evidence. We do not decide before they have answered or the 72 hours are over, and the operator’s money for that booking is held, not paid out, until we decide.
• What you can get: if the operator did not turn up or cancelled on the day, up to 100%. If the tour ran but was not as described, unsafe or poor, usually up to 50%. We may give less, or nothing, if the evidence does not support the claim, and we always write the reason, which both sides can read.
• Other help: a booking sold through a hotel, app or agency cannot use the claim form. Write to us at support@waca.com.ng and we will look at it with the partner.

A claim does not take away your other legal rights. If you are not satisfied with the outcome, you can complain to the Federal Competition and Consumer Protection Commission (FCCPC) or go to court.

6.How to cancel

• Open Find my booking and enter your booking reference and the email you booked with, or sign in to your account and open “My trips”.
• The page shows exactly how much you will get back before you confirm.
• You get an email when it is done. If you cannot cancel online, write to us with your booking reference.

7.How and when you are paid back

Refunds go back to the card or bank account you paid with, through our payment provider (Flutterwave or Paystack). We start the refund as soon as it is agreed. How long it takes to appear depends on your bank or card company. If it has not arrived after a reasonable time, write to us with your booking reference and we will chase it.

When part of a booking is refunded, the part that is not refunded stays with the operator and with us, in the same shares as the original booking. When a booking is refunded in full, everyone, including us, gives back their share.

8.Other things to know

• If you change your mind about the date or the number of people, ask the operator or us. A change is not guaranteed, because seats may be gone, and a request to change is not a cancellation.
• If you are late or do not turn up, the operator may leave without you, and it is treated as cancelling too late.
• A sandbox (test) booking never involves real money, so there is nothing to refund.
• Currency exchange or bank charges that your own bank makes are outside our control.

9.Contact

Write to support@waca.com.ng, WACA LTD. See also our Terms of service and Privacy policy.