Booking & Refund Policies

This General Refund Policy (along with the specific booking and cancellation conditions set out in every unique offer and as outlined below) establishes the circumstances under which Moyatoh may provide refunds to our Members (“Member” or “you”) in respect of an offer.

This General Refund Policy does not apply to aviation bookings. All flights purchased through Moyatoh (including those purchased as part of a curated package) are subject strictly to the cancellation and refund policies of their respective flight operators.

In addition, except as expressly detailed within a specific cruise cancellation policy outlined below, cruise bookings purchased through Moyatoh remain subject to the standalone refund policies of the respective cruise operators. Please refer to the Fine Print of every individual package for explicit clarity.

Introduction

Please note that global consumer laws provide for certain statutory guarantees which cannot be excluded, restricted, or modified by contract. These consumer warranties exist independently and in addition to any voluntary assurances provided by Moyatoh.

Nothing within this Refund Policy affects your fundamental rights under Nigerian Consumer Law, European Union Consumer Law, or equivalent domestic legislation regarding statutory protections to the precise extent that those statutory rights cannot be lawfully excluded.

Moyatoh Will Provide a Refund

Moyatoh will process a refund exclusively under the following established circumstances:

• Where the clear cancellation terms of the specific offer (as explicitly detailed under The Fine Print or the distinct parameters of the offer) expressly allow for a refund.
• Prior to the physical redemption of the offer and during its verified validity period, the underlying third-party provider of the offer completely ceases trading permanently or officially enters into administration, receivership, or liquidation.
• Where we are explicitly mandated by an applicable legal framework or governing consumer authority to do so.

Circumstances that Do Not Qualify for Refunds

For the avoidance of structural doubt, the following operational circumstances do not qualify for refunds or promotional credits:

• Where you have failed to review the specific terms and conditions of the offer located under The Fine Print section of the deal, or our overarching General Terms and Conditions.
• If you change your mind regarding a booking, except where such a request falls completely within the required cancellation windows explicitly prescribed by an applicable cancellation policy.
• If you purchase a “Buy Now, Choose Dates Later” package and are subsequently unable to secure your preferred itinerary dates or otherwise fail to execute a final booking within the required operational "book by" period.
• If you purchase a “Buy Now, Choose Dates Later” tier, actively select dates, and subsequently request to shift to alternative dates that are unavailable or fully booked.
• If you are a absolute “no-show” or otherwise fail to check in at the scheduled merchant property on your confirmed booking date.
• If the third-party merchant does not honor the package parameters because you failed to present a valid booking confirmation upon redemption.
• If you cannot redeem the curated offer prior to the conclusion of the specified redemption period due to your own overlapping travel commitments.
• If you cancel a scheduled booking in a manner that completely voids the underlying package in direct accordance with the merchant’s independent cancellation policy.
• If the executed experience did not satisfy your general subjective expectations for any reason.
• If you have entered into an independent operational dispute with the specific business or merchant providing the experience.
• If the merchant does not possess structural availability to redeem your package because you did not attempt to establish a booking within a reasonable period of time (as determined by Moyatoh) leading up to the final expiry date.

Force Majeure

For the purpose of this protective framework, a “Force Majeure Event” includes, but is not limited to, any act, event, or unexpected cause beyond our or the underlying supplier's control—such as earthquakes, cyclones, floods, fires, lightning, severe storms, or other acts of God and nature; industrial strikes or labor disputes; riots, terrorist acts, or civil disturbances; structural breakages of vital machinery; disruptions in global transportation systems; or restrictive mandates, dispositions, and closing orders issued by any governmental authority which prevents an itinerary from commencing, continuing, or being successfully completed.

If your hotel, resort, or experience booking for an Exclusive package is cancelled or rendered impossible to execute due to a verified Force Majeure Event, Moyatoh will present you with a choice of either:

• A 100% Moyatoh profile credit matching the exact amount paid for your initial purchase.
• A direct financial refund less any unrecoverable transactional costs (including, without limitation, non-refundable merchant deposits, third-party cancellation costs, or internal financial processing, production, and marketing expenses incurred to secure the package).

Outside of these specific choices, Moyatoh assumes no liability for any loss, damage, supplemental cost, or expense suffered or incurred by the Member in connection with flights or peripheral arrangements associated with the disrupted booking.

Submitting a Request for a Refund

Every structural request for a refund must be formally submitted utilizing the official communication framework found on the Contact Us page of the Moyatoh website. Members will be required to provide full, detailed particulars and verification documentation outlining why they are seeking a refund under this policy.

Verification Protocols

Moyatoh will cross-verify the validity and accuracy of all particulars provided within a refund request by consulting directly with the primary merchant responsible for fulfilling the offer. Moyatoh reserves the right to contact you via telephone or secure email to request additional auxiliary information regarding the claim.

Right of Refusal

In circumstances where our compliance team determines that a request for a refund falls outside the explicit scope of this policy, is incorrect, misleading, deceptive, or otherwise invalid, Moyatoh may, in its absolute discretion, refuse the request. Moyatoh is under no statutory obligation to provide comprehensive reasons regarding a refusal. Please note that any explicitly fraudulent refund requests will be immediately referred to the relevant legal authorities.

Refund Methodology

Approved refunds will be processed and credited exclusively back to the exact payment method or credit card utilized to perform the initial transaction. Any refund executed by Moyatoh does not constitute an admission of liability, error, or fault by or on behalf of the brand regarding the underlying act or omission.

In the event that Moyatoh exercises its sole discretion to execute an exception and provide a refund outside of standard prescribed policies (such as our 7-day change of mind framework), the refund must still revert to the initial credit card or payment gateway. If a Member explicitly requests that a refund be routed to an alternate payment method, a different banking account, or a new credit card number (including an updated card number with a new expiration date), Moyatoh reserves a strict right to assess a $125 service and handling fee, which will be deducted directly from the final refund balance. This handling fee is completely waived if the Member elects to receive the refund in the form of Moyatoh brand credit.

Policy Modifications

Moyatoh reserves the right to amend, adjust, or completely modify this Booking & Refund Policy at any time at our absolute discretion by updating the revised text directly upon this website interface. It remains your responsibility to review these terms regularly. Your continued engagement with our services, platform, or digital updates constitutes an unconditional acceptance and acknowledgment of the modified terms.

Additional Cancellation Frameworks

In addition to the General Refund Policy outlined above, your right to cancel or seek a refund depends entirely on the specialized cancellation matrices relevant to the specific luxury product tier you request. Please refer to the dedicated legal schedules for each individual product class:

• Last Minute Offers
• Tours & Expeditions
• Cruises & Maritime Charters
• Bespoke Experiences & Curations

For any localized feedback, compliance queries, or specific transactional questions regarding this policy framework, please contact our support desk at support@moyatoh.com, addressing your inquiry directly to the Company Representative.