1. Booking payments
When you book a room, your payment is processed securely through Paystack (Mobile Money or card). Payment confirms your reservation for the selected room and semester.
2. Cancellations by you
- Within 48 hours of payment and before your move-in date, you may cancel for a full refund less any non-refundable reservation fee stated at checkout.
- After 48 hours but before move-in, refunds are provided on a pro-rata basis, less an administrative fee, at management's discretion.
- After move-in, payments are generally non-refundable, as the room has been allocated and taken out of availability.
3. Cancellations by UniStay
If we are unable to provide the room you booked (for example, due to a facility issue), you will receive a full refund of amounts paid for that booking, or the option to transfer to an equivalent available room.
4. How refunds are issued
Approved refunds are returned to the original payment method (the Mobile Money wallet or card used at checkout) via Paystack. Refunds typically settle within 5–10 business days, depending on your bank or mobile money provider.
5. Non-refundable items
- Reservation/administrative fees explicitly marked as non-refundable at checkout.
- Third-party charges (e.g. bank or mobile money transaction fees).
6. How to request a refund
Submit a request from your dashboard or contact us at bookings@unistaysolutions.com with your resident ID and payment reference. We aim to respond within 2 business days.
7. Disputes
If you believe a charge is incorrect, contact us first so we can resolve it. Chargebacks raised without contacting us may delay resolution.