Terms of Service

These Terms of Service govern your access to and use of VEYA, including the VEYA mobile application, website, venue tools, staff tools, admin tools, restaurant reservations, Private Spaces, event features, experience features, payment-related features, communications, and any related services made available by VEYA.

In these Terms, "VEYA", "we", "us", and "our" refer to VEYA Hospitality Management Company Limited.

By accessing, browsing, creating an account, making a reservation, paying a deposit, purchasing a ticket or experience, using venue tools, or otherwise using VEYA, you agree to be bound by these Terms and any additional policies, rules, or guidelines referenced in them.

If you do not agree to these Terms, you must not access or use VEYA.

These Terms apply to guests, users, venues, restaurants, lounges, bars, hotels, event organizers, staff users, business partners, advertisers, and any other person or entity that uses VEYA.

VEYA may require users, venues, event organizers, or business partners to accept additional terms depending on the features used, including payment terms, venue partner terms, event organizer terms, privacy terms, promotional terms, payout terms, or third-party processor terms.

By creating or holding a VEYA account, you confirm that you are at least 18 years old and legally capable of entering into these Terms. You must also comply with all applicable laws, venue policies, payment rules and platform requirements. Individual venues, events or experiences may impose a higher minimum age or additional age-verification requirements.

VEYA is a hospitality discovery, reservation, event, ticketing, and experience platform. VEYA helps users discover restaurants, lounges, bars, hotels, nightlife venues, events, cultural experiences, and other hospitality-related services.

VEYA provides the technology platform that connects users with venues and experiences. Unless expressly stated otherwise, VEYA does not own, operate, manage, control, or guarantee any venue, restaurant, bar, lounge, hotel, event, experience, food, beverage, service, menu, pricing, safety, security, availability, entry policy, dress code, final bill, refund decision, or hospitality experience listed or promoted through the platform, except for refund or payment obligations expressly assumed by VEYA under the Default Cancellation & Refund Rules or Event Cancellation, Postponement, Transfers & Resale sections of these Terms.

When you make a reservation or booking through VEYA, you are interacting with the relevant venue or organizer. The venue or organizer remains responsible for its own availability, policies, service, operations, guest experience, cancellation rules, refund treatment, deposit treatment, and legal compliance.

VEYA may update, modify, suspend, restrict, or discontinue any part of the services at any time, including features, listings, availability, booking flows, payment flows, venue tools, event tools, content, recommendations, promotions, or user access.

VEYA does not guarantee that the platform will always be available, uninterrupted, error-free, real-time, complete, or fully accurate. Service availability may be affected by maintenance, network issues, device issues, third-party outages, payment processor issues, mapping/location issues, hosting issues, software bugs, security incidents, or circumstances outside VEYA's control.

You may browse certain parts of VEYA without creating an account. Certain features may require an account while others may be used as a guest. For example, you may need an account to save venues, manage bookings, use loyalty or reward features, or use other app features, while website guest reservations and website guest ticket purchases may be available without an account where supported.

When creating or using an account, you agree to provide accurate, complete, and current information, including your name, email address, phone number, and any other information needed to provide the service.

You are responsible for keeping your login credentials confidential and for all activity that occurs under your account. If you believe your account has been compromised, accessed without authorization, or used fraudulently, you must contact VEYA immediately.

You must not: create an account using false, misleading, incomplete, or unauthorized information; use another person's identity without permission; create multiple accounts to bypass restrictions, booking limits, promotional limits, no-show restrictions, payment rules, or enforcement actions; share your account with unauthorized users; use offensive, misleading, infringing, obscene, or abusive account details; use your account for fraudulent, unlawful, abusive, or unauthorized purposes.

VEYA may suspend, restrict, or terminate your account if we reasonably believe you have violated these Terms, provided false information, abused bookings, created payment risk, failed to honor reservations, misused deposits, harassed venues or users, attempted to bypass security, or created legal, operational, financial, reputational, or safety risk.

You may delete your account through the VEYA mobile application. You may also contact hello@bookwithveya.com for assistance. Account deletion may remove or disable access to your profile, saved items, booking history, reward history, and app features. Certain information may be retained where necessary for legal, security, fraud prevention, payment, accounting, regulatory, dispute, or operational reasons.

VEYA allows users to make reservations and bookings at participating venues, restaurants, lounges, bars, hotels, events, experiences, and Private Spaces offered for private hire.

Participating venues configure reservation availability, capacity, times, party-size rules and deposit settings through VEYA. Standard reservations do not require manual venue acceptance or rejection.

Where no deposit is required, an eligible reservation is automatically confirmed when the reservation flow is successfully completed. Where a deposit is required, the reservation is confirmed only after the required payment has been successfully verified.

A reservation is confirmed when VEYA displays or sends confirmation through an available VEYA channel.

You are responsible for checking your booking details before completing a reservation, including the venue name, date, time, party size, deposit amount, cancellation policy, no-show policy, dress code, entry requirements, special notes, event-specific terms, and venue contact details.

A venue may cancel or be unable to honour a confirmed reservation only in exceptional operational or legal circumstances, which may include venue closure, safety issues, private closure, force majeure, incorrect inventory or material availability error, legal or regulatory restriction, suspected fraud, or violation of venue rules. This is cancellation of an already confirmed reservation, not manual acceptance or rejection of a booking.

Unless VEYA expressly states otherwise for a specific service, the relevant venue, event organiser or experience provider is the seller and supplier of the underlying hospitality service. VEYA provides the marketplace, reservation, ticketing and payment-facilitation technology used to complete the transaction.

Payments made through VEYA are processed by authorised third-party payment processors, including Paystack where supported. By accepting payment through the VEYA platform, the relevant Provider authorises VEYA and its payment processor to facilitate collection of the customer's payment on the Provider's behalf in accordance with the applicable Provider terms.

Where split-payment functionality is available, the payment processor may allocate and settle transaction proceeds directly between the Provider and VEYA. VEYA may receive its disclosed platform, booking, service or ticketing fees while the Provider receives the amount payable for the underlying service, subject to applicable fees, refunds, chargebacks, taxes and other authorised deductions.

VEYA does not operate a customer deposit account or escrow service unless expressly stated otherwise. Settlement timing is determined by the applicable payment processor, payment method, banking system and market.

VEYA does not intend to store your full card number or CVV. Full payment details are processed by the payment processor. VEYA may receive limited payment information such as transaction reference, payment status, authorization status, refund status, card brand, last four digits, payment failure reason, fraud signal, or chargeback status.

VEYA is not responsible for errors, delays, declines, holds, reversals, failed payments, duplicate bank displays, card issuer delays, mobile money issues, chargeback delays, payment network issues, or processing problems caused by your bank, card issuer, financial institution, mobile money provider, payment processor, or payment network, except to the extent VEYA has expressly assumed a refund or payment obligation under the Default Cancellation & Refund Rules or Event Cancellation, Postponement, Transfers & Resale sections of these Terms.

Certain venues, events, or experiences may require a deposit, prepayment, cancellation fee, no-show fee, or payment method to secure a reservation.

VEYA facilitates the collection and processing of reservation deposits and related booking charges on behalf of the relevant venue through supported payment infrastructure. Where available, the payment processor may settle the venue's share directly to the venue's designated subaccount or payment account, while VEYA receives its applicable platform or service fees.

A deposit may be deductible where the venue has configured it as deductible. The booking flow should disclose the applicable deposit treatment and cancellation/refund conditions.

Unless otherwise stated, the venue is responsible for its own deposit treatment, refund policy, cancellation policy, no-show policy, and application of deposits to final bills.

VEYA may facilitate the sale or issue of tickets to events listed on the platform. A ticket is issued only after the relevant free-ticket requirements are satisfied or a required payment is successfully confirmed.

Tickets may contain unique codes or QR codes. You must not duplicate, fraudulently reproduce or improperly share ticket credentials. A ticket may be checked in once unless the specific event terms state otherwise.

Event organisers remain responsible for event operations, venue safety, entry rules, event delivery and lawful operation of their events. VEYA may facilitate payment, ticket issuance, ticket records, check-in technology and communications.

Cancellation and refund eligibility may depend on the applicable event terms, organiser policy, payment status and mandatory law.

Experience bookings may require prepayment. A paid experience is confirmed only after payment has been successfully verified.

The relevant experience provider or venue remains responsible for delivering the underlying experience. Cancellation and refund eligibility may depend on the applicable experience terms, provider policy, payment status and mandatory law.

Venue-specific reservation policies may apply. Refund and cancellation treatment is subject to the policy disclosed for the applicable booking and any mandatory rights under applicable law.

Where a venue cancels a paid reservation and the relevant service cannot be provided, refund treatment will be handled in accordance with the applicable booking terms, payment status and mandatory law.

Late cancellation means cancellation after the disclosed cancellation deadline. No-show means failure to attend a confirmed reservation within the venue's disclosed grace period without a valid cancellation.

You agree to use VEYA responsibly, lawfully, and respectfully.

You must not: make fake, speculative, fraudulent, abusive, or misleading bookings; make reservations you do not intend to honor; create multiple accounts to bypass limits, policies, restrictions, fees, no-show rules, or enforcement actions; use stolen, invalid, unauthorized, or misleading payment information; resell, transfer, distribute, or attempt to monetize reservations without authorization; interfere with valid cancellation fees, deposits, payment authorizations, or no-show charges.

You must not: fail to pay a venue bill where payment is owed to the venue; harass, threaten, abuse, discriminate against, or mistreat venue staff, VEYA staff, users, organizers, or third parties; submit false reports, fake reviews, misleading complaints, abusive disputes, or fraudulent refund requests.

You must not: upload viruses, malware, harmful code, scripts, bots, or other damaging material; interfere with the operation, security, or integrity of VEYA; scrape, crawl, copy, harvest, index, extract, or resell VEYA content, data, listings, venue information, or user information; reverse engineer, decompile, disassemble, or attempt to derive source code from VEYA.

You must not: bypass security, access controls, rate limits, payment controls, or technical restrictions; impersonate any person, venue, business, employee, representative, or entity; post, upload, or transmit unlawful, offensive, abusive, defamatory, obscene, discriminatory, threatening, misleading, fraudulent, infringing, or privacy-invasive content.

You must not: use VEYA to promote illegal activity, unsafe events, unauthorized venues, scams, prohibited products, hate, harassment, violence, exploitation, or conduct that creates legal, safety, financial, or reputational risk; violate any applicable law, regulation, venue policy, event rule, or third-party right.

VEYA may investigate suspected misuse and may cancel bookings, remove content, restrict features, suspend accounts, terminate accounts, withhold access, contact payment processors, notify venues, preserve records, report conduct to authorities, or take other appropriate action.

Venues remain responsible for venue operations, food and beverage service, physical safety at the venue, staff, licences and permits, menus, prices charged at the venue, entry rules, dress codes, service quality, venue policies, and fulfilment of confirmed reservations.

VEYA provides technology for discovery, reservations and related services. VEYA is not responsible for the acts, omissions, services, policies, products, food, beverages, pricing, safety, entry decisions, security, staffing, operations, refunds, cancellations, final bills, overbooking, dress codes, service quality, event delivery, or guest experience of any venue, event organizer, advertiser, partner, payment processor, messaging provider, external website, or third party, except for obligations expressly assumed by VEYA under the Default Cancellation & Refund Rules or Event Cancellation, Postponement, Transfers & Resale sections of these Terms, and except where VEYA has a responsibility that cannot lawfully be excluded.

VEYA and its licensors own or are licensed to use all rights in the VEYA platform, including software, code, design, layout, text, graphics, logos, trademarks, service marks, trade names, interfaces, databases, content, features, algorithms, recommendations, search systems, booking flows, venue tools, admin tools, and related intellectual property.

Except as expressly allowed by these Terms, you may not copy, reproduce, modify, distribute, publicly display, publicly perform, publish, republish, download, store, transmit, scrape, crawl, reverse engineer, exploit, or create derivative works from any part of VEYA without prior written permission.

VEYA may allow users, venues, organizers, or partners to submit content, including photos, images, descriptions, menus, event details, reviews, ratings, notes, messages, feedback, logos, venue information, promotional content, or other materials.

You are responsible for any content you submit. You must only submit content that you own or have the right to use. By submitting content to VEYA, you grant VEYA a worldwide, non-exclusive, royalty-free, transferable, sublicensable license to use, reproduce, display, perform, distribute, adapt, edit, translate, publish, promote, and otherwise process that content in connection with operating, improving, securing, marketing, and promoting VEYA.

VEYA may remove, hide, edit, restrict, reject, demote, or refuse content that we believe is inaccurate, misleading, unlawful, low-quality, infringing, unsafe, abusive, reputationally risky, inconsistent with VEYA's standards, or otherwise violates these Terms.

To the fullest extent permitted by applicable law, VEYA is provided on an 'as is' and 'as available' basis. VEYA does not guarantee that the platform, listings, recommendations, venue information, availability, pricing, content, booking flows, payment flows, notifications, or services will be uninterrupted, error-free, accurate, complete, secure, current, or suitable for your needs.

To the fullest extent permitted by law, VEYA will not be liable for: lost profits, lost revenue, lost data, loss of goodwill, loss of opportunity, or business interruption; indirect, incidental, special, consequential, exemplary, or punitive damages; venue service failures, venue cancellations, overbooking, refusal of entry, dress code enforcement, or venue operations, except for refund obligations expressly assumed by VEYA under the Default Cancellation & Refund Rules or Event Cancellation, Postponement, Transfers & Resale sections of these Terms.

To the fullest extent permitted by applicable law, VEYA's aggregate liability arising from or relating to the Services will not exceed the greater of the amount paid directly to VEYA by the claimant in the twelve months preceding the event giving rise to the claim or NGN 100,000. This limitation does not apply to VEYA's obligation to return amounts expressly refundable under the Default Cancellation & Refund Rules or Event Cancellation, Postponement, Transfers & Resale sections, or to liability that cannot legally be excluded or limited.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, fraudulent misrepresentation, wilful misconduct, or other liability that applicable law does not permit VEYA to exclude or limit.

Where a paid reservation, experience or Private Space booking 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.

Where a Provider cancels a paid reservation, experience or Private Space booking and cannot provide the booked service or a replacement accepted by the guest, the underlying amount paid for that service will be refunded, subject to mandatory law and payment-processing requirements.

Guest-facing VEYA booking or service fees are generally non-refundable where the guest voluntarily cancels or fails to attend after a transaction has been successfully processed, except where the booking terms or mandatory law provide otherwise.

Where a Provider or event organiser cancels the booked service or event in full and no equivalent replacement is accepted, VEYA will also return the guest-facing VEYA service fee attributable to that cancelled transaction, except to the extent prohibited or otherwise required by applicable law.

A Provider-specific policy disclosed before checkout takes priority over VEYA's default policy to the extent it is lawful and does not reduce any mandatory consumer right.

If an event is cancelled in full by the organiser and is not rescheduled or replaced, the face value of the affected ticket will be refunded. Any guest-facing VEYA service fee attributable to that cancelled transaction will also be returned, subject only to mandatory law and the practical completion of the applicable refund through the payment system.

If an event is postponed or rescheduled, the ticket will ordinarily remain valid for the replacement date. Where the organiser has not disclosed a different lawful refund rule before purchase, a guest who cannot reasonably attend the replacement date may request a refund of the ticket face value within the reasonable request window communicated by VEYA or the organiser.

A minor change to an artist, performer, speaker, supporting act, timetable, programme, venue area or other event component does not by itself constitute cancellation. However, where a change is material to the event as reasonably advertised to the guest — including removal of a principal or headlining performer where that performer was a material basis of the event's promotion, a substantial change in the nature of the event, or another comparable change — VEYA or the organiser will communicate the available remedy, which may include a reasonable opportunity to request a face-value refund, subject to mandatory law and the circumstances of the change.

Tickets may be transferred only where VEYA or the organiser expressly enables or authorises transfer. A ticket, QR code or other admission credential may be used only as permitted by the event rules and may ordinarily be checked in once.

Commercial, speculative or unauthorised resale of VEYA tickets, including resale above face value where prohibited by the organiser or applicable law, is prohibited. VEYA may cancel, invalidate or restrict tickets reasonably believed to have been obtained, transferred or resold fraudulently or in breach of these Terms.

Users must satisfy any minimum age, identification, admission or other eligibility requirement clearly disclosed for the applicable venue, event or experience.

A reservation or ticket does not override a Provider's lawful obligation to verify age or identity, comply with licensing conditions, maintain safety or refuse alcohol service or entry where legally required or where a disclosed and lawful admission rule has been breached.

Providers remain responsible for alcohol licensing, responsible service, age verification, security, admission and other legal obligations relating to their premises or event. VEYA does not itself sell or serve alcohol merely because a venue or event involving alcohol is listed or bookable through VEYA.

Where a booking clearly displays a cancellation or no-show charge before confirmation, by completing that booking you expressly authorise the disclosed amount to be charged to the payment method associated with that booking if the specified cancellation or no-show conditions occur, subject to applicable law and the capabilities of the payment processor.

Where VEYA later offers saved payment methods, any stored payment credential will be handled through supported payment infrastructure and may be used only in accordance with the authorisation given by the user, the applicable booking terms and law.

VEYA may apply reservation limits, verification requirements, temporary restrictions, account strikes, cancellation restrictions or suspension where booking patterns reasonably indicate repeated no-shows, speculative reservations, automated activity, table blocking, payment abuse or other misuse.

Reviews and ratings must reflect a genuine experience and must not be fraudulent, fabricated, defamatory, unlawfully discriminatory, misleading, retaliatory, manipulated or submitted in exchange for undisclosed compensation or incentives.

VEYA may investigate, moderate, restrict or remove reviews or other user content that reasonably appears to violate these Terms, applicable law or platform standards and may request supporting information where appropriate.

A Provider may report a review it reasonably believes violates these rules, but a negative review will not be removed merely because a Provider disagrees with the guest's opinion. VEYA is not required to determine every factual disagreement between a guest and Provider.

Unless expressly stated otherwise, VEYA points, rewards, credits, benefits or loyalty entitlements have no cash value, are not property, are non-transferable and may be subject to eligibility, redemption and expiry conditions displayed in the platform.

VEYA may correct or reverse rewards credited because of fraud, abuse, refunded or charged-back transactions, duplicate credit, technical error or breach of programme rules. VEYA may modify or discontinue a rewards programme with reasonable notice where practicable, subject to mandatory law.

Some listings, recommendations, rails or placements may be paid, sponsored, promoted or provided in partnership with a brand or Provider. Where required, VEYA will identify such placements using labels such as Sponsored, Promoted, Partner or similar wording.

Payment for sponsored or promoted placement does not constitute a guarantee by VEYA of the Provider, event, product or service.

VEYA may send transactional or service communications necessary to operate the platform, including booking confirmations, payment information, ticket delivery, changes, security notices, support messages and material service updates.

Optional promotional or direct-marketing communications may be sent by email, SMS, WhatsApp, push notification or other supported channels only where legally permitted and where any required consent has been obtained.

Users may withdraw marketing consent or use an available unsubscribe or preference control. Opting out of marketing does not prevent VEYA from sending communications reasonably necessary to provide a requested service, complete a transaction, protect an account or comply with law.

To the fullest extent permitted by law, you agree to indemnify and hold VEYA and its officers, employees and affiliates harmless from third-party claims, losses, liabilities and reasonable costs arising from your fraud, unlawful conduct, material breach of these Terms, infringement of third-party rights or misuse of VEYA, except to the extent caused by VEYA's own breach, negligence or conduct for which liability cannot lawfully be excluded.

VEYA may assign or transfer its rights and obligations under these Terms in connection with a merger, financing, restructuring, sale of assets, change of control or transfer of the VEYA business. You may not assign your rights or obligations under these Terms without VEYA's prior written consent, except where applicable law provides otherwise.

If any provision of these Terms is held invalid, illegal or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

A failure or delay by VEYA to exercise a right or remedy does not waive that right or remedy.

These Terms together with policies and transaction-specific terms expressly incorporated into them constitute the agreement governing the relevant use of VEYA and supersede prior statements on the same subject, except for a separate written agreement signed by VEYA.

Neither VEYA nor a Provider will be responsible for delay or failure caused by events beyond its reasonable control to the extent permitted by law, including natural disasters, civil disorder, government action, utility or telecommunications failure, epidemic, labour disruption or other force majeure event.

Provisions which by their nature should survive termination, including provisions relating to payments, intellectual property, liability, indemnity, disputes and accrued rights, will survive.

Notices may be delivered electronically through the platform, to the email address associated with an account, or through another contact method reasonably designated by VEYA. Electronic acceptance and records may be used to evidence agreement to these Terms to the extent permitted by law.

Your use of VEYA is also governed by VEYA's Privacy Policy, available at https://bookwithveya.com/privacy-policy, which explains how VEYA collects, uses, stores, shares, protects, and processes personal information.

These Terms are governed by the laws of the Federal Republic of Nigeria.

If you have a dispute, you should first contact VEYA at hello@bookwithveya.com so that VEYA has an opportunity to investigate and attempt to resolve it. Except for urgent, injunctive, regulatory or other matters requiring immediate action, the parties should use reasonable good-faith efforts to resolve the dispute for 30 days after written notice.

Subject to any mandatory jurisdictional right under applicable law, disputes not resolved informally may be brought before a court of competent jurisdiction in Lagos State, Nigeria.

Nothing in these Terms removes or restricts any right you have to approach a competent Nigerian court, the Nigeria Data Protection Commission in respect of data protection matters, or another regulator or dispute-resolution body where applicable law provides such a right.

VEYA may update these Terms from time to time. The current version and revision date will be published on the website. Where a change materially affects existing users or legal rights, VEYA may provide additional notice where appropriate or required by law.

Revised Terms become effective on the effective date stated in the published version or in the notice provided to you. To the extent permitted by applicable law, your continued access to or use of VEYA after that effective date constitutes acceptance of the revised Terms. Where applicable law requires renewed affirmative consent for a particular change, VEYA will request that consent before applying the change to you.

VEYA Hospitality Management Company Limited

hello@bookwithveya.com

https://bookwithveya.com