Refund & Cancellation Policy

Last updated: September 2026

How booking payment works

A booking is secured with a deposit, normally one night's rate, paid at the time of booking through Paystack. The remaining balance is due when you check in, payable by cash or transfer on arrival unless we've agreed otherwise with you directly.

Cancelling a booking

If you cancel at least 2 full days before your check-in date, your deposit is refunded in full.

If you cancel within 2 days of check-in, or do not arrive for your stay, the deposit is not refunded. This covers the dates we held for you and could not offer to anyone else on short notice.

How to cancel

Email support@sugarlandhms.com with your name and booking reference from your confirmation email. We'll confirm the cancellation and process any refund from there.

Refund timing

Refunds are issued back to the original payment method through Paystack. Depending on your bank, this typically takes 5 to 10 business days to reflect.

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.