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REFUND AND CANCELLATION POLICY

Last Updated: September 28, 2026

This Refund and Cancellation Policy explains how cancellations and refunds work on 237Booking.com (the “Platform”). It applies to bookings made through the Platform with hotels, restaurants, transport operators, event halls, beauty & spa businesses, attractions, real estate agents, counselors and other businesses listed on 237Booking.com (“Businesses”), and to listing plans purchased by Businesses from 237Booking.com.

This policy should be read together with our Terms and Conditions and Privacy Policy. Where this policy is more specific, it applies.

1. How Bookings and Payments Work on 237Booking.com

237Booking.com is a booking directory. It connects customers with Businesses across Cameroon. When you request a booking, whether through the booking form or through “Book via WhatsApp”, your request is sent to the Business, which approves or declines it.

  • Payments made directly to a Business: this includes cash on arrival or Mobile Money sent to the Business’s own number. The payment is received and held by that Business, not by 237Booking.com. Refunds for these payments are made by the Business under its own cancellation policy.

  • Payments made to 237Booking.com: this covers listing plans paid by Businesses and any booking payment collected by 237Booking.com through a payment method we make available. We handle refunds for these payments under Sections 5 and 6 below.

Before you pay, always check who you are paying and read the Business’s cancellation terms shown on the listing or given to you when your booking is confirmed.

2. Cancelling a Booking

  • Before approval: you can cancel a booking request at no cost while it is still Pending. No payment should be made before a Business approves your booking.

  • After approval: contact the Business directly as early as possible, using the WhatsApp or phone details on your confirmation. You can also cancel from My Account if you booked while logged in.

  • Please also let us know about the cancellation so that we can record it and help if there is a disagreement.

3. Refund Guidelines by Category

Each Business sets its own cancellation and refund terms. Where a Business has not stated any terms, 237Booking.com recommends the guidelines below and uses them as a reference when helping to resolve a dispute:

  • Hotels & Stays: a full refund if you cancel at least 48 hours before check-in. Late cancellations and no-shows may lose the first night or the deposit.

  • Restaurants & Dining: a full refund of any deposit if you cancel at least 24 hours before the reservation. Deposits for event meals or large groups may be non-refundable once food has been prepared.

  • Transport Services (bus tickets, taxis, car and bike rentals, trucks): a full refund if you cancel before the departure or pickup time agreed with the operator. Tickets are not refundable after departure or for missed departures.

  • Events & Halls (venues, decoration, rentals, entertainment, planning): deposits secure your date and are generally non-refundable within 14 days of the event, unless the Business agrees otherwise in writing.

  • Beauty & Spas: a full refund of any deposit if you cancel or reschedule at least 24 hours before your appointment.

  • Attractions: tickets are refundable before the visit date. They are not refundable after the visit date or once used.

  • Real Estates: viewing requests are free. Rent, deposits, agency fees and purchase payments are agreed directly between you and the agent or owner and follow your written agreement with them.

  • Counseling & Guidance: a full refund if you cancel or reschedule at least 24 hours before your session. Sessions that have taken place are not refundable.

4. When You Are Entitled to a Full Refund

Whatever the category, you should receive a full refund of any amount you have paid if:

  • The Business declines, cancels or cannot honour a booking it has approved (for example because of overbooking or closure).

  • The service is materially different from what the listing described.

  • You were charged twice or charged the wrong amount for the same booking.

If a Business refuses a refund you are entitled to, contact us (see Section 9). We will contact the Business, review the evidence from both sides and may suspend or remove listings of Businesses that repeatedly fail to honour bookings or refunds.

5. Listing Plans (for Businesses)

Businesses pay for listing plans through MTN Mobile Money or Orange Money. For these payments:

  • Listing not approved: if we decline to publish your listing after review, the plan fee is refunded in full.

  • Change of mind: you may request a full refund within 48 hours of payment, provided your listing has not yet been published or upgraded.

  • Duplicate or wrong payments: if you paid twice or paid the wrong amount, the extra amount is refunded after we confirm the transaction.

  • After activation: once a plan is active and your listing is live, the fee is not refundable for the remaining period. However, we may extend your plan if the Platform was unavailable for a significant time.

  • Removal for breach: no refund is due if a listing is removed because it broke our Terms and Conditions (for example false information, fraud or prohibited content).

6. How to Request a Refund

Send your request by WhatsApp, phone or email (see Section 9) with:

  • Your full name and phone number.

  • Your booking reference (for example BK-000051) or the name of your listing plan.

  • The name of the Business, and the date of the booking or payment.

  • The Mobile Money or Orange Money transaction ID, or other proof of payment.

  • The reason for your request and any supporting screenshots.

7. Processing Time and Method

  • We acknowledge refund requests within 2 business days and aim to reach a decision within 5 business days.

  • Approved refunds from 237Booking.com are sent within 7 business days to the Mobile Money or Orange Money number used for payment, or by another method agreed with you.

  • Refunds are made in FCFA for the amount paid. Mobile Money transfer charges are not deducted from full refunds.

  • Delays caused by mobile money operators, banks or the Business itself are outside our control. We will keep you informed.

8. Non-Refundable Items

  • Services that have already been fully provided or used.

  • No-shows, unless the Business’s own policy says otherwise.

  • Bookings marked as non-refundable at the time of booking.

  • Payments made to anyone other than the Business or 237Booking.com. Never send money to a number that is not shown on the listing or confirmed by us.

9. Contact Us

For cancellations, refunds or disputes, contact the 237Booking.com support team:

10. Changes to This Policy

We may update this policy from time to time. Changes take effect when they are published on this page, and the “Last Updated” date above will be revised. Bookings and payments made before a change remain subject to the policy in force at that time.