Deposit, Refund & Cancellation Policy

VEYA enables venues to collect deposits from guests for certain booking types, including large parties, peak periods, events, experiences, and lounge reservations.

This policy explains how deposits work on the VEYA platform, including how they are collected, verified, and refunded.

Deposit settings, including amount, currency and whether the deposit is intended to be deductible, are configured for the relevant venue. Deposit requirements and conditions are set by each individual venue — not by VEYA.

VEYA enforces clarity: deposit terms must be visible to guests before a reservation is confirmed.

Before completing any reservation that includes a deposit requirement, guests will see: the deposit amount required; the conditions under which the deposit applies; and the venue's refund and cancellation policy. By completing a reservation, guests acknowledge they have read and accepted the deposit terms.

Where a venue requires a deposit, the required payment must be successfully completed and verified before the reservation is confirmed. Where no deposit is required, an eligible reservation may be confirmed immediately after the reservation flow is completed.

VEYA facilitates supported deposit transactions on behalf of the relevant venue through third-party payment infrastructure. The current supported payment processor is Paystack. Where split-payment functionality is available, Paystack may allocate and settle the venue's share directly to the venue's designated subaccount or payment account while VEYA receives its applicable platform or service fees. VEYA does not store payment card details and does not operate an escrow service unless expressly stated otherwise.

Refund eligibility and treatment depend on the policy disclosed for the applicable reservation, the reason for cancellation, payment status and any mandatory rights under applicable law.

Guests should review the venue's policy carefully before completing a deposit payment. If you believe a refund was incorrectly withheld, contact VEYA support at hello@bookwithveya.com.

Where a paid reservation or experience does not display a specific Provider cancellation or refund policy before completion, VEYA's default policy applies: unless mandatory law requires otherwise, cancellation at least 24 hours before the scheduled booking is eligible for return of the underlying venue deposit or prepaid service amount; cancellation within 24 hours and no-show may be non-refundable.

Guest-facing VEYA booking or service fees are generally non-refundable following a voluntary guest cancellation or no-show after successful processing, except where the disclosed terms or mandatory law provide otherwise. If the Provider cancels the service in full and no equivalent replacement is accepted, the applicable guest-facing VEYA service fee will also be returned, subject to mandatory law.

If a guest cancels a booking, refund eligibility is governed by the venue's cancellation policy and any mandatory rights under applicable law.

If a venue cancels a confirmed paid reservation and the booked service cannot be provided or an equivalent replacement is not accepted by the guest, the underlying deposit or prepaid service amount will be refunded in accordance with the applicable booking terms, payment status and mandatory law.

Force majeure events may be handled at VEYA's discretion in consultation with the venue.

VEYA may facilitate communication, payment records and supported refund processing between guests and venues in the event of a deposit dispute.

The venue remains the provider of the underlying hospitality service and remains responsible for the deposit and refund obligations arising from that service, subject to applicable law. VEYA is the technology and payment-facilitation platform and is not responsible for venue conduct except where VEYA has a responsibility that cannot lawfully be excluded.

Unresolved disputes may be escalated to VEYA support, which will assess the situation based on platform records and venue policy.

Venues must ensure their deposit policies are clearly stated and accurately reflected in their VEYA listing.

Venues may not impose deposit requirements that were not disclosed before a reservation was confirmed.

Abuse of the deposit system may result in listing suspension or removal.

For deposit and refund questions, contact hello@bookwithveya.com.

For legal matters, contact hello@bookwithveya.com.