We understand that plans change. This policy outlines your options if you need to cancel or modify a booking at AJ Maison Shortlet. We ask that all cancellations be made via WhatsApp or phone — the same way you booked.
Cancellations & Refunds
The following refund tiers apply based on how far in advance you cancel before your scheduled check-in time:
Please note: All cancellation times are measured against your confirmed check-in time of 3:00 PM (WAT). Cancellations must be communicated directly to us via WhatsApp or phone to be valid.
Caution Deposit
A refundable caution deposit is collected prior to check-in. This deposit is separate from your booking payment and is handled as follows:
- Returned in full within 24 hours of checkout, provided the apartment is left in good condition
- May be used to cover the cost of any damages, missing items, or excessive cleaning required
- In the event of a cancellation, the caution deposit is refunded in full regardless of when you cancel — it is never forfeited due to a cancellation alone
No-Shows
If you do not arrive on your check-in date and have not contacted us to cancel or reschedule, your booking will be considered a no-show after 3 hours past your agreed check-in time.
No-shows are non-refundable. The full booking amount will be forfeited. The caution deposit will be refunded in full, provided no damages have occurred.
Date Changes & Rescheduling
We are happy to accommodate date changes where possible, subject to availability.
- Requests to reschedule must be made at least 72 hours before your original check-in
- Rescheduling is subject to availability and any applicable rate differences for the new dates
- Date changes requested within 72 hours of check-in will be treated as a cancellation under the terms in Section 01
To request a date change, contact us via WhatsApp or phone with your original booking details and preferred new dates.
Early Departure
If you choose to check out earlier than your confirmed checkout date, the remaining nights are non-refundable. We encourage guests to be certain of their dates before confirming a booking.
If exceptional circumstances arise, please contact us directly and we will do our best to find a fair resolution.
Exceptional Circumstances
We understand that genuine emergencies happen. In cases of serious illness, bereavement, or other extraordinary events, we will review cancellation requests on a case-by-case basis.
To request an exception, please contact us as early as possible with relevant details. We cannot guarantee exceptions but will always try to be reasonable.
Note: AJ Maison Shortlet is not liable for cancellations caused by circumstances beyond our control (e.g. utility outages, force majeure events). In such cases, we will offer a reschedule or credit toward a future stay.
How to Cancel
All cancellations must be made directly through us — not via a third party. To cancel your booking:
- Message us on WhatsApp or call us directly
- Include your full name and check-in date
- Wait for a written confirmation from our team — your cancellation is only valid once confirmed by us
Refunds are processed within 3–5 business days of a confirmed cancellation, returned via the same payment channel used at booking.