Booking & Refund Policies
General Refund Policy
Last Updated: July 15 2025
This General Refund Policy (along with the specific booking / cancellation conditions set out in every offer and as outlined below) sets out the circumstances in which Moyatoh may provide refunds to our Members (“Member” or “you”) in respect of an offer.
This General Refund Policy does not apply to flights and any flights purchased through Moyatoh (including those purchased as part of a package) are subject to the refund policies of the respective flight operator.
In addition, except as expressly set out in a cruise cancellation policy outlined below, cruises purchased through Moyatoh are subject to the refund policies of the respective cruise operators (please refer to the Fine Print of every package for more details)
Introduction
It is noted that All Consumer Laws (Varies according to every Country) provides for certain statutory guarantees, which cannot be excluded, restricted or modified by us. These warranties are in addition to any voluntary warranties provided by Moyatoh. Nothing in this Refund Policy affects your rights under the Nigerian and EU Consumer Law or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.
Moyatoh will provide a refund:
Where the cancellation terms of the specific offer (as outlined in the ‘Fine Print’ or the specific terms of the offer) expressly allow for a refund; or
prior to the redemption of the offer and during the validity period (as provided in the fine print of the offer) the provider of the offer ceases trading permanently or officially enters into administration or liquidation.
We are required by law to do so.
Circumstances that do not qualify for refunds
For the avoidance of doubt, the following are circumstances that DO NOT qualify for refunds:
where you have failed to read the Specific Terms and Conditions of the offer (located under ‘The Fine Print’ section in the Deal or as set out under the specific cancellation policies below), or the General Terms and Conditions; or
if you change your mind (except where such change of mind and request is within the required cancellation periods outlined in the relevant cancellation policy);
if you purchase a “Buy Now, Choose Dates Later” option and are unable to obtain your preferred dates or otherwise fail to make a booking by the required ‘book by’ period outlined in offer;
if you purchase a “Buy Now, Choose Dates Later” option, choose dates and then subsequently wish to change to other dates which are not available;
If you are a ‘no-show’ and/or fail to check-in on your booking date.
if the merchant on behalf of whom we are advertising the offer does not honour the terms of the offer because you have failed to present a booking confirmation on redemption; or
if you cannot redeem the offer prior to the end of the redemption period due to travel commitments; or
if you cancel a scheduled booking such that the cancellation voids the package in accordance with the merchant’s cancellation policy
if the Deal experience did not meet your general expectations (for whatever reason);
if you have had a dispute with the business on behalf of whom we are advertising the offer; or
if the Business does not have availability to redeem your package because you have not attempted to make a booking within a reasonable period of time (as determined by Moyatoh) from the expiry date;
Force Majeure
For the purpose of this clause a “Force Majeure Event” includes (but is not limited to) means any act, event or cause including earthquakes, cyclones, floods, fires, lightening, storms or other acts of God and Nature, strikes or industrial disputes, riots, terrorist acts, civil disturbances, breakages of machinery, or industrial conditions, or arising out of any other unexpected and exceptional cause, delays in transportation and dispositions or orders of governmental authority (including, without limitation, as a result of novel coronavirus (COVID-19) (whether new or existing), which prevents a trip to commence, continue or be completed.
If your hotel or resort booking for an Exclusive package is cancelled or is not able to be taken due to a Force Majeure Event (as defined above), Moyatoh will offer you a choice of either:
a 100% Moyatoh credit in the amount paid for your purchase; or
a refund less any unrecoverable costs (including but not limited to cancellation costs or monies not able to be recovered from third party suppliers, marketing, production, content, finance and any other costs incurred to sell the package).
Any credit resulting from a cancellation under this clause:
Will have an expiry date of 1 year from the date of issue;
is not redeemable for cash;
excludes flights or the flight component of any package (which is subject to the specific terms and conditions offered by the flight carrier).
Otherwise, except as set out above, Moyatoh will not be liable for any loss or damage incurred or suffered by the Member (including but not limited to) any cost, expense or loss incurred or suffered in connection with the booking or flights associated with the booking.
Submitting a request for a refund
A request for a refund must be submitted via the form located on the Contact Us page of the Moyatoh Website. All Members requesting a refund will be required to provide full particulars as to why they are seeking a refund in accordance with this policy.
Moyatoh will make sure
Moyatoh will verify the validity and veracity of some or all of the particulars of a request for refund by consulting with the relevant merchant responsible for fulfilling the offer. Moyatoh may also ask you (by phone or email) to provide additional information in relation to the refund request.
Moyatoh may refuse request
In circumstances where we believe that a request for a refund does not fall within the scope of this Policy, is misleading, incorrect and/or deceptive or is otherwise invalid, Moyatoh may, in its absolute discretion, refuse a refund request. Moyatoh is under no obligation to provide you with reasons as to why your request has been refused. Please note, any fraudulent refund requests will be immediately referred to the relevant authorities.
Refund to credit card
The refund will be credited to the same payment method/Credit Card used to purchase the offer. Any refund provided by Moyatoh is in no way an admission of liability by or on behalf of Moyatoh or the admission of any other fact in connection with any act or omission which led to the request for a refund being submitted by the Member.
In the event that Moyatoh exercises its discretion to provide a refund outside of the ‘7 day change of mind guarantee’ policy’ (or any other prescribed refund policy), then such refund must be back to the credit card/ payment method used to make the purchase. Otherwise, if you request the refund be made to an alternate payment method or new credit card (including an existing credit card with a new expiry) or any other bank account then Moyatoh reserves the right to charge a $125 service / handling fee (which will deducted off the refund amount). Such fee will not be charged if the refund is made to Moyatoh credit.
Change to policy
Moyatoh may change this Policy at any time at our absolute discretion by posting the revised policy on this Website. It is your responsibility to review the terms of this Policy regularly. Your continued receipt of our daily/regular/intermittent emails will constitute acceptance and acknowledgment of the terms of this Policy.
Contact information
Any feedback or questions regarding this Policy should be emailed to support@moyatoh.com and addressed to the Company Representative.
Additional information
In addition to the General Refund Policy outlined above, your right to a refund will depend on the specific cancellation policies relevant to the relevant product that you request.
For the specific cancellation policies for each product see below:
