Cancellation & Refund Policy

Y3NKO sets the cancellation policy. Hosts do not set their own, and they cannot make it stricter or looser for their listing. Whatever you book, the rules on this page are the rules that apply.

A host may write notes about their own arrangements into a listing description — how early to arrive, what happens if it rains. Those notes are useful, but they do not change your refund rights. If a listing description contradicts this page, this page wins.

This policy forms part of the Terms of Service.

What you get back depends on what you booked and how far ahead you cancel.

The clock runs to the moment your booking starts — check-in time for a stay, the start time for an event, activity or table — in Ghana local time (GMT). The cancellation takes effect when you confirm it on the site, not when we get round to processing it.

The percentage applies to everything you paid. Your total was made up of three parts:

• The host's price
• Our service fee, 10% of the host's price
• Taxes and levies, 12.5% of the host's price

A 100% refund returns all three in full. A 50% refund returns half of all three. We do not keep our service fee out of a refund, and we do not treat the tax line as non-refundable. Some platforms do both. We do not.

Worked example. A stay priced at GHS 1,000 costs you GHS 1,225 — GHS 1,000 to the host, GHS 100 service fee, GHS 125 taxes and levies. Cancel 8 days out and you get GHS 1,225 back. Cancel 4 days out and you get GHS 612.50 back.

Every payment is taken in Ghana Cedis. If your account currency is US Dollars, we showed you a converted figure and recorded the exchange rate that applied at the moment you booked.

A refund is returned in Ghana Cedis, to the card you paid with, at the same percentage of the same Cedi amount. Your bank then converts it back using their own rate on the day the refund lands, which will not be the rate on the day you paid. If the Cedi has moved between the two dates, the dollar amount you get back will differ from the dollar amount you were charged. Your bank may also keep the foreign transaction fee it charged you originally.

Neither of those is within our control, and neither is a deduction we have made.

Open the booking in your dashboard and use the cancel button. You will see what you are due back before you confirm, and you will get an email confirming the cancellation.

Refunds are reviewed and issued by a person, not automatically. Allow 5 to 10 business days from the moment you cancel for us to send it, and then however long your bank takes to show it — often a further 3 to 5 business days. If it has been more than 15 business days, email contact@y3nko.travel with your booking reference and we will chase it.

Refunds always go back to the card or account you paid from. We cannot send them anywhere else.

You get 100% back, whenever it happens. The table in section 2 applies to your cancellations, not theirs. There is no cut-off and no partial refund when a host pulls out.

We will also try to find you something comparable, and we will tell you honestly if we cannot. Where a host cancels late and repeatedly, we remove them from the Platform.

Contact us within 24 hours of arriving, with photographs if you have them. Email contact@y3nko.travel and put your booking reference in the subject line.

If a listing was materially misdescribed — the space is not what was shown, a promised facility does not exist, the venue is not safe or not usable — this policy does not cap what you get back. We will look at what happened and refund accordingly, up to the full amount.

This does not replace your legal rights. If you are a consumer, you are entitled by law to a remedy where a service is not provided with reasonable care and skill or is not as described, and nothing here reduces that.

If an event is cancelled by its organiser, you get 100% back. If it is moved to a new date, you can either keep your booking for the new date or take a full refund — your choice, told to us within 14 days of being notified of the change.

If a booking becomes impossible or unlawful for reasons neither you nor the host caused — a government restriction, a natural disaster, a serious civil disruption — we will refund you in full, less any amount the host has already irrecoverably spent on your booking, which they must be able to evidence. We would rather refund you than argue about it.

Event venue listings are a directory. You contact the venue yourself and pay the venue directly, so there is nothing for us to refund. This policy does not apply to a venue hire, and any deposit you pay a venue is governed by whatever you agreed with them. See section 3 of the Terms of Service.

If you think we have applied this policy wrongly, email contact@y3nko.travel and say so. A person will look at it again and reply in writing with reasons. If we got it wrong, we will fix it without argument.