Refund Policy

1. Overview

CountrySideTravel ("CST", "we", "us", or "our") is committed to providing transparent and fair refund policies for all our travel services. This Refund Policy outlines the terms and conditions governing refunds for flights, hotels, and other travel-related bookings made through our platform.

2. General Refund Principles

At CountrySideTravel, we understand that travel plans can change. Our refund policy is designed to be fair to both our customers and our service providers. The following principles apply to all refund requests:

• All refund requests must be submitted in writing through our customer service channels
• Refund eligibility is determined by the specific terms of your booking and the service provider's policy
• Processing times may vary depending on the service provider and payment method
• Refunds will be processed to the original payment method used for the booking

3. Service Provider Policy Inheritance

Important: CountrySideTravel acts as an intermediary between you and various airlines, hotels, and other travel service providers. As such, we inherit and apply the refund and cancellation policies of each respective service provider for the services we sell.

This means:

• Airline Policies: Flight refunds are subject to the specific airline's fare rules, cancellation policies, and terms of service. These policies vary by airline, fare type (economy, business, first class), and booking class.
• Hotel Policies: Hotel reservation refunds are governed by the hotel's cancellation policy, which may include free cancellation periods, non-refundable rates, or partial refund terms.
• Other Services: Refunds for car rentals, travel insurance, tours, and other services follow the policies established by the respective service providers.

We will communicate the applicable refund policy at the time of booking and provide detailed information about refund eligibility when you submit a refund request.

4. Flight Refunds

Flight refund eligibility depends on several factors:

• Fare Type: Refundable fares typically allow full or partial refunds, while non-refundable fares may only be eligible for credit or travel vouchers.
• Cancellation Timing: Cancellations made within the airline's specified timeframes may be eligible for refunds, while late cancellations may incur penalties or be non-refundable.
• Airline Disruptions: In cases of flight cancellations, delays, or schedule changes initiated by the airline, refund eligibility is determined by the airline's policy and applicable regulations.
• Processing Fees: Airlines may charge cancellation or processing fees, which will be deducted from any refund amount.

Refund processing times for flights typically range from 7 to 21 business days, depending on the airline and payment method.

5. Hotel Refunds

Hotel refund policies vary significantly by property and booking type:

• Free Cancellation: Bookings with free cancellation can typically be refunded in full if cancelled within the specified timeframe (usually 24-48 hours before check-in).
• Non-Refundable Rates: Non-refundable hotel bookings are generally not eligible for refunds, though exceptions may apply in cases of emergencies or hotel-initiated cancellations.
• Partial Refunds: Some hotels may offer partial refunds for early departures or special circumstances, subject to their policies.
• No-Show Policy: Failure to check in without prior cancellation typically results in forfeiture of the entire booking amount.

Hotel refunds are typically processed within 5 to 14 business days after approval.

6. How to Request a Refund

To request a refund, please contact us through one of the following methods:

• Email our customer service team at support@countrysidetravel.ng
• Call our office at +234 815 768 2819
• Contact us via WhatsApp at +234 802 351 2266
• Submit a request through your account dashboard (if you have an account)

When submitting a refund request, please provide:

• Your booking reference number
• Full name and contact information
• Reason for cancellation or refund request
• Supporting documentation if applicable (medical certificates, etc.)

Our team will review your request and respond within 2-3 business days with information about refund eligibility and processing timelines.

7. Processing Times and Methods

Once a refund is approved:

• Credit/Debit Cards: Refunds typically appear on your statement within 7-14 business days after processing.
• Bank Transfers: Refunds to bank accounts may take 5-10 business days to process.
• Travel Credits/Vouchers: If eligible for travel credit instead of a refund, credits are typically issued immediately and can be used for future bookings.

Please note that processing times may be extended during peak travel seasons or due to circumstances beyond our control.

8. Non-Refundable Items

The following items are generally non-refundable:

• Service fees and booking charges (unless the booking is cancelled by the service provider)
• Non-refundable fare types as specified at the time of booking
• Travel insurance premiums (subject to insurance provider's terms)
• Special requests or add-ons that have already been processed

9. Force Majeure and Special Circumstances

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.) or other extraordinary circumstances, refund policies may be adjusted in accordance with:

• Service provider policies and industry standards
• Applicable government regulations and travel advisories
• Travel insurance coverage (if applicable)
• Special arrangements made by service providers for affected travelers

We will work with service providers to secure the best possible outcome for affected customers during such circumstances.

10. Disputes and Appeals

If you disagree with a refund decision, you may:

• Request a review of your case by our customer service management team
• Provide additional documentation or information that may affect the decision
• Escalate the matter through our formal complaint process

We are committed to fair resolution of all refund disputes and will work diligently to find a satisfactory solution within the constraints of service provider policies.

11. Changes to This Policy

We reserve the right to update this Refund Policy from time to time to reflect changes in our practices, service provider policies, or legal requirements. The "Last updated" date at the top of this page indicates when the policy was last revised. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us: