Payment Policy

1. Scope

This policy explains how payments are processed on Jambo, how host payouts work, and the terms under which a guest or host may cancel a confirmed booking. It applies to every booking made through the Jambo platform.

2. How Payment Works

When a guest books a room, payment is collected in full by Jambo through our payment processor, Paystack. Jambo does not directly handle or store card details -- this is managed entirely by Paystack, a licensed payment service provider.

All bookings are processed and settled in West African CFA Francs (XOF), regardless of the currency a guest may have been viewing prices in while browsing the site.

3. Platform Commission

Jambo retains a 15% commission on the total booking value. This fee covers platform operation, payment processing, customer support, and the trust and safety measures built into the booking process.

4. Host Payouts

The remaining 85% of the booking value is transferred to the host's agreed payment method within 5 working days of Jambo receiving the guest's payment.

Hosts are responsible for providing accurate, up-to-date payout details. Jambo is not responsible for delays caused by incorrect or outdated payment information provided by the host.

5. Guest Cancellations & Refunds

5.1 Free Cancellation Window

A guest may cancel a confirmed booking and receive a full refund, free of charge, provided the cancellation is made at least 48 hours before the scheduled arrival date.

5.2 Cancellations After the Free Window

If a guest wishes to cancel less than 48 hours before arrival, the booking is no longer eligible for automatic, free cancellation. To request a refund at this stage, the guest must:

1. Email [email protected] with the booking reference and reason for the request.
2. A 20% service charge will be deducted from the refund amount, to cover processing and administrative costs already incurred.
3. The remaining balance will be refunded to the guest's original payment method.

5.3 Refund Currency

Refunds are issued in the same currency the original payment was processed in (XOF), regardless of the guest's browsing currency preference.

5.4 Refund Processing Time

Approved refunds are processed within 10 working days.

6. Host Cancellations

If a host cancels a confirmed booking before the guest's arrival without reasonable cause, the host will be charged a fee equal to 15% of the total booking amount, deducted from their earnings.

The guest will receive a full refund for a booking cancelled by the host under this section.

7. Disputes

Any disputes regarding a charge, refund, or payout should be directed to [email protected] in the first instance.

8. Changes to This Policy

Jambo may update this policy from time to time. Continued use of the platform after changes are published constitutes acceptance of the revised terms.