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, booking features, 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 using VEYA, you confirm that you are legally capable of entering into these Terms and that you will comply with all applicable laws, venue policies, payment rules, and platform 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.

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, and experiences.

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.

VEYA currently uses Paystack for supported payment processing. Payment transactions are processed through the applicable payment flow and payment processor according to the amount and terms displayed before checkout. Applicable processor terms may apply.

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.

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

VEYA may facilitate the collection and processing of reservation deposits and related booking charges through its payment infrastructure. Amounts owed to venues may be settled in accordance with VEYA's arrangements with the venue and applicable payment processing rules.

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 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.

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 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.

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.

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.

Continued use after revised Terms take effect may be subject to the revised Terms, to the extent permitted by applicable law.

VEYA Hospitality Management Company Limited

hello@bookwithveya.com

https://bookwithveya.com