Introduction
Polytravis (“Polytravis,” “we,” “us,” or “our”) is committed to providing exceptional travel services while ensuring transparency, fairness, and compliance with applicable laws. This Refund Policy outlines the terms and conditions for refunds related to bookings made through our website, polytravis.com, or via our travel agency services. We operate in accordance with the Federal Competition and Consumer Protection Act (FCCPA) 2018 of Nigeria, which guarantees consumers the right to cancel bookings subject to reasonable charges, as well as international best practices for consumer protection in the travel industry.
Please read this policy carefully before making any booking. By booking with us, you agree to these terms. This policy applies to all services, including but not limited to flight bookings, hotel reservations, tour packages, visa assistance, and other travel-related services. Refunds are processed through our payment partners, Paystack and Flutterwave, and are subject to their processing timelines and any applicable fees.
General Principles
- Consumer Rights Under Nigerian Law: In line with Sections 120, 122, and 127 of the FCCPA 2018, customers have the right to cancel advance bookings, reservations, or orders and receive a refund, subject only to reasonable cancellation charges. We do not enforce blanket “no refund” policies, as these are deemed unfair and unenforceable under Nigerian law. Refunds will be provided for defective, substandard, or undelivered services, and cancellation fees will be fair, taking into account factors such as notice period, service type, and our ability to resell the service.
- Alignment with International Best Practices: Our policy draws from global standards, such as those recommended by online travel agencies (OTAs) and industry bodies, emphasizing clear communication, tiered refund structures based on cancellation timing, and flexibility for unforeseen circumstances.
- Supplier Policies: As a travel agency, some of our services (e.g., flights, hotels,) are subject to the refund and cancellation policies of third-party suppliers (e.g., airlines, hotels). and some of our services are subject to no refundable e.g (Visa Fee, Appoinment fee, Flight, Hotel, and other services) We will communicate these at the time of booking and apply them where relevant. In cases of conflict, the stricter policy may apply, but we will always advocate for fair treatment under Nigerian law.
- Payment Gateways: Refunds are handled via Paystack or Flutterwave, depending on your original payment method. Processing times vary:
– Paystack: Up to 10 business days for funds to appear in your account after initiation.
– Flutterwave: 3-15 business days for card refunds; 24-48 hours for bank account refunds.
Partial or full refunds are supported, but we may deduct reasonable administrative fees or supplier charges.
Eligibility for Refunds
Refunds may be requested for the following reasons:
- Customer-Initiated Cancellations: You may cancel your booking at any time before the service commencement date. Refunds will be calculated based on the timing of your cancellation notice, as follows (unless otherwise specified in your booking confirmation for supplier-specific rules):
– More than 30 days before departure/service date: Full refund minus a reasonable administrative fee (up to 30% of the booking value or N50,000, whichever is lower) to cover processing costs.
– 15-30 days before departure/service date: 50-75% refund, depending on the service type and our ability to mitigate losses (e.g., reselling the booking).
– 7-14 days before departure/service date: 25-50% refund, subject to supplier policies.
– Less than 7 days before departure/service date: No refund, except in cases of documented emergencies (e.g., medical issues) or where required by law. We may offer credits or vouchers for future use instead.
These tiers ensure reasonableness under FCCPA guidelines and align with international practices (e.g., 24-72 hour full refund windows for OTAs). In case of Visa processing all already incurred expenses shall be deducted and balance refunded. - Changes or Modifications: If you request changes to your booking (e.g., date changes), we will accommodate where possible, subject to availability and supplier fees. Any price differences will be charged, and refunds for downgrades will follow the cancellation tiers above.
- Non-Delivery or Defective Services: If we or our suppliers fail to deliver the booked service as agreed (e.g., flight cancellation by airline, hotel overbooking), you are entitled to a full refund under Section 122 of the FCCPA, less any unavoidable costs. We will also assist with alternatives, such as rebooking.
- Force Majeure Events: Refunds for events beyond our control (e.g., natural disasters, pandemics, government restrictions) will be handled on a case-by-case basis. We will refund recoverable amounts from suppliers, minus reasonable fees. Travel insurance is recommended to cover such risks.
- Overcharges or Errors: If you are overcharged or billed in error, a full refund of the excess amount will be issued promptly.
- Visa Rejections: For visa assistance services, refunds are available if the rejection is due to our error (full refund). Otherwise, a partial refund (minus processing fees) applies, as per our service agreement.
Non-Refundable Items: Certain bookings may be marked as “non-refundable” at the time of purchase (e.g., discounted fares). These will be clearly indicated, and refunds will only apply if required by law (e.g., supplier failure). Administrative fees, insurance premiums, and third-party charges (e.g., airline penalties) are generally non-refundable.
Refund Process
- How to Request a Refund: Submit your request in writing via email to refunds@polytravis.com or through your account on polytravis.com. Include your passport number, reason for the request, and supporting documentation (e.g., medical certificates for emergencies).
- Review and Approval: We will review your request within 5 business days and notify you of the outcome. Approved refunds will be initiated immediately via Paystack or Flutterwave.
- Timeline for Receipt: Once initiated, expect funds in your account within the gateways’ timelines (as noted above). International refunds may take longer due to banking processes.
- Method of Refund: Refunds will be issued to the original payment method. If unavailable, we may use an alternative method (e.g., bank transfer) with your consent.
- Currency and Fees: Refunds are in the original currency. Any conversion fees or bank charges are your responsibility. We may deduct gateway fees (if applicable) or reasonable cancellation charges.
- Visa Process: In case of visa processing payment like visa fee, appointment fee, travel health insurance, Bank statement prove of funds, and others are not refundable, only polytravis services charges that are refundable and all already incurred expenses as of the time of cancelation shall be deducted and balance refunded.
Disputes and Complaints
If you disagree with our refund decision, you may escalate to the Federal Competition and Consumer Protection Commission (FCCPC) in Nigeria or relevant authorities. We encourage resolving issues amicably first—contact our customer service at info@polytravis.com or +234-707-889 -2808.
Changes to This Policy
We reserve the right to update this policy to reflect changes in laws, business practices, or payment gateway policies. Updates will be posted on polytravis.com, and continued use of our services constitutes acceptance.
Governing Law
Policy Last Updated
Effective Date: January 23, 2026
Thank you for choosing Polytravis. We value your trust and strive to make your travel experience seamless.
Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Polytravis Services Limited
Email: info@polytravis.com
Website: polytravis.com
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