Refund & Cancellation Policy

Last updated: October 2026

How booking payment works

Full payment for your stay is due at the time of booking, through Flutterwave. You can pay by card, bank transfer or any of the other options shown at checkout. There's no separate balance to pay later, once you book, you're fully paid up.

The amount you pay is the room price for your nights, plus a small service fee that covers payment processing, plus a refundable damage deposit (₦60,000 to ₦240,000, depending on how long you stay). The service fee and the damage deposit are each shown on their own line before you pay.

Check-in and check-out

Check-in is from 3:00 PM, check-out is by 12:00 PM (noon), local time.

Cancelling a booking

If you cancel at least 2 days before your check-in date, you receive a refund of the room price and your damage deposit. The last day you can cancel for a refund is the date that is 2 days before check-in, Nigeria time. For example, if you check in on the 20th, you can cancel for a refund up to and including the 18th.

The service fee is non-refundable. It covers the cost of processing your payment, so it is kept even when the rest of your booking is refunded.

If you cancel within 2 days of check-in, or do not arrive for your stay, the room price and the service fee are not refunded. Your damage deposit is still returned to you, as long as you cancel before your check-in day. This covers the dates we held for you and could not offer to anyone else on short notice.

Your booking page always shows the exact amount you would get back and the last day you can cancel for a refund.

How to cancel

Go to View Your Stay, enter the booking reference from your confirmation email, and choose Cancel this booking. You will see exactly what will be refunded before you confirm. You can also email support@sugarlandhms.com with your name and booking reference, and we'll cancel it for you.

Refund timing

Refunds are sent back to the original payment method through Flutterwave. Refunds usually take 3 to 5 business days to reach your account, depending on your bank, counted from the time we send the refund.

Occasionally a refund can't be sent right away. If that happens, your cancellation still stands, we keep retrying automatically, and we email you as soon as the refund has been sent.

Damage deposit

Every booking includes a refundable damage deposit. The longer the stay, the larger the deposit: ₦60,000 for 2 to 6 nights, ₦120,000 for 7 to 13 nights, ₦180,000 for 14 to 29 nights and ₦240,000 for 30 nights or more. The deposit is part of the total you pay at checkout and it is shown on its own line before you pay. We hold it to cover damage, loss and extra cleaning. It is not a charge, and it is returned to you when you leave the home in good condition.

After check-out we look over the home. If everything is fine, your deposit is refunded automatically to your original payment method 2 days after your check-out date, and we email you when it has been sent. Refunds usually take 3 to 5 business days to reach your account after that, depending on your bank.

If we need to deduct something, we email you the amount and the reason, and refund the rest of the deposit. If you cancel your booking before your check-in day, your damage deposit is returned to you in full.

House rules and damage charges

Please look after the home as you would your own. By booking, you agree to these rules and to the charges below being deducted from your damage deposit.

No hard drugs or other illegal drugs are allowed anywhere on the property. This is our strictest rule. It covers the home, the compound and the grounds around it, and it applies to you and to everyone you bring or invite. Using, keeping, selling or sharing illegal drugs, or leaving drug equipment behind, is a serious breach of these rules. If it happens:

• We may end your stay straight away and ask you to leave, with no refund for the nights you have not used.
• Your whole damage deposit is kept. We also charge the cost of professional cleaning, decontamination and any damage, and a fair amount for the income we lose while the home cannot be rented, so you may be asked to pay more than the deposit.
• We may report it to the police or to the National Drug Law Enforcement Agency (NDLEA) and give them your booking details.
• You will not be able to book with us again.

The other rules:

• No smoking or vaping inside. The inside of the home is strictly non-smoking. If we find smoke or vape smell or burn marks, a deep cleaning and deodorising charge applies, up to the full deposit.
• Keys. Please return every key at check-out. For a lost or unreturned key, we charge the cost of replacing the key and, if needed, the lock.
• Breakages and damage. If something is broken, damaged or missing, we charge the cost of repairing or replacing it.
• Extra cleaning. Normal use is fine. If the home is left in a condition that needs more than a standard clean, we charge for the extra cleaning.
• Parties and extra guests. Parties, events and more guests than you booked for are not allowed. If this happens, the extra cleaning and any damage are deducted.

Deductions are based on the real cost of putting things right. If the cost is more than your deposit, we may ask you to pay the difference. If you disagree with a deduction, reply to the email we send you or write to support@sugarlandhms.com and we will look at it with you.

Extending your stay

You can ask to stay longer, but extensions are subject to availability. The home may already be booked by another guest for the nights after your check-out.

Extensions can only be made through our website, by booking the new dates if they are available. Go to View Your Stay, enter your booking reference and use Stay longer? to see whether the nights after your check-out are free. If they are, you book and pay for them there. We cannot extend a stay by message, call or in person. The new nights are only yours once they are paid, so please do not count on dates until then.

Extra nights are added to your current stay. The minimum stay does not apply to them, and there is no second damage deposit: your existing deposit stays as it is and is refunded 2 days after your new check-out, as usual. The extra nights are charged at the nightly rate plus the service fee.

Extra nights cannot be cancelled online, and neither can a stay that has an extension. If you need to change one, email support@sugarlandhms.com and we will look at it with you.

If your stay cannot be extended, you must check out on your original check-out date by 12:00 noon. Please plan your travel with this in mind.

Changes to dates

Need to shift your dates rather than cancel outright? Email us, if the new dates are available, we're happy to move your booking rather than treat it as a cancellation.

Exceptional circumstances

Genuine emergencies are considered on a case-by-case basis. Reach out and explain your situation, we'll do what we reasonably can.