Refund Policy
Last updated: July 2026.
This Refund Policy explains how refunds work for Clavibase platform subscriptions and related fees billed to your Clavibase account. It does not govern refunds between property managers and their guests for shortlet stays. Guest booking refunds are handled by each operator according to their own booking and cancellation terms.
This policy should be read with our Terms of Service and Privacy Policy.
Platform subscriptions
Clavibase offers monthly and yearly subscription plans. When you upgrade to a paid plan, you are billed in Nigerian Naira (NGN) through our payment provider (including Paystack) for access to platform features according to your selected plan.
- Free plan: No charge and no refund applies.
- Paid plans: Subscription fees are generally non-refundable once a billing period has started, except where required by applicable law or as described below.
- Yearly billing: Yearly plans are billed upfront. If you cancel mid-term, access continues until the end of the paid period unless otherwise agreed in writing. Cancelling does not automatically entitle you to a pro-rata refund for unused time.
When we may issue a refund
We may consider a refund or account credit at our discretion in situations such as:
- Duplicate or erroneous charges verified on our side
- Extended platform outage that materially prevented use of paid features
- Billing errors attributable to Clavibase or our payment processor
- Other circumstances required by applicable consumer protection law
Refund requests are reviewed case by case. Approved refunds are returned to the original payment method where possible. Processing time depends on the payment provider and your bank.
Guest booking payments
Payments made by guests through a Clavibase-powered storefront are collected for the property manager operating that listing. Refunds for bookings, cancellations, no-shows, or disputes between guests and hosts are the responsibility of that property manager, subject to their published terms and applicable law.
Clavibase platform subscription billing is separate from guest stay payments. A guest refund request does not create a right to a Clavibase subscription refund, and vice versa.
How to request a subscription refund review
To request a review of a platform subscription charge, contact us within 14 days of the transaction with your account email, invoice or payment reference, and a brief explanation:
You can also reach us via the contact page.
Plan changes and cancellation
You may upgrade, downgrade, or cancel your subscription from your dashboard. Downgrades take effect according to your billing cycle. Cancelling stops future renewals; it does not automatically entitle you to a refund for the current period unless covered under "When we may issue a refund" above or required by law.
Changes to this policy
We may update this Refund Policy from time to time. The "Last updated" date at the top of this page will reflect the latest version. Continued use of paid plans after changes constitutes acceptance of the updated policy where permitted by law.
Contact
Billing and refund questions: hello@clavibase.com