Terms of Use

1. Relationship to the Master Terms of Use

This Guest Annex ("Annex") supplements and forms part of the StayAfrika Master Terms of Use ("Master Terms"). It applies to every User who books a Stay listing through the Stays vertical of the StayAfrika platform ("Guest"). Capitalised terms not defined in this Annex have the meaning given to them in the Master Terms or the Host Annex.

Where a provision of this Annex conflicts with the Master Terms, this Annex controls for matters specific to booking a Stay. By submitting a booking request for a Stay listing, you accept this Annex in addition to the Master Terms.

2. What StayAfrika Is, and What It Is Not

2.1 StayAfrika operates the booking platform. StayAfrika provides the technology that lets you find a listing, submit a booking request, pay for a Stay, and communicate with a Host. StayAfrika does not own, manage, inspect, or control any listed property.

2.2 The Host is the party you are contracting with for the Stay itself. When your booking is confirmed, a contract for the Stay exists between you and the Host. StayAfrika is not a party to that contract and is not the provider of the accommodation.

2.3 StayAfrika does not verify property condition or safety. StayAfrika verifies a Host's identity and, where represented by the Host, licensing status as described in the Host Annex. StayAfrika does not inspect properties and does not independently verify that a listing's description, photographs, or safety condition are accurate.

3. Booking, Payment, and Cancellation

3.1 A booking is confirmed only when StayAfrika issues a confirmation. Before confirmation, a Host may decline a booking request.

3.2 Payment, refund processing, and payout timing are governed by StayAfrika's Payments, Payouts & Refunds Policy, incorporated into this Annex by reference.

3.3 Each listing carries a cancellation policy set by the Host. Your right to a refund on cancellation is determined by that policy as displayed to you at the time of booking, not by this Annex.

3.4 If a Host cancels a confirmed booking, you are entitled to a full refund of amounts paid for that booking. StayAfrika may, but is not required to, assist you in finding an alternative listing.

4. Guest Conduct and Responsibility for Damage

4.1 You are responsible for your own conduct during a Stay. You must comply with the property's house rules as provided to you before or at check-in, and with all Applicable Law while on the property.

4.2 You are liable to the Host for damage you cause. If you or a person you bring onto the property causes damage beyond normal wear and tear, you are financially responsible to the Host for the cost of repair or replacement. StayAfrika may facilitate collection of a damage claim through the payment method on file, but StayAfrika is not the party you owe the money to - the Host is.

4.3 You are responsible for your own safety decisions during a Stay. This does not remove the Host's responsibility for the safety and legal condition of the property under the Host Annex; it means that, as between you and StayAfrika, StayAfrika does not supervise your conduct or the property during your Stay.

5. Liability - Allocation Between You, the Host, and StayAfrika

This section states, without qualification, who is responsible for what.

5.1 The Host is responsible for: the accuracy of the listing description; the safety, legal condition, and cleanliness of the property; compliance with the licensing and tax obligations described in the Host Annex; and any injury, loss, or damage to you or your belongings caused by the condition of the property or by the Host's own acts or omissions.

5.2 You are responsible for: damage you or your guests cause to the property beyond normal wear and tear; your own conduct and the conduct of anyone you bring onto the property; and any loss you cause to the Host or to StayAfrika through a breach of this Annex or the Master Terms.

5.3 StayAfrika is responsible for: the functioning of the booking platform itself, including correct processing of payments you make through it in accordance with the Payments, Payouts & Refunds Policy, and the accuracy of information StayAfrika itself states to you (as distinct from information a Host states in a listing).

5.4 StayAfrika is not responsible for: the condition, safety, legal compliance, or accuracy of a listed property; the acts or omissions of a Host or any other Guest; or any injury, loss, or damage arising from a Stay itself, except where that injury, loss, or damage was directly caused by StayAfrika's own negligence in operating the booking platform (for example, a payment processed to the wrong recipient due to a platform error).

5.5 Where StayAfrika is liable to you under Section 5.3 or 5.4, StayAfrika's total liability for claims arising from a specific booking is limited to the total amount you paid to StayAfrika in service fees for that specific booking. This is a fixed, per-booking cap, not a rolling or time-based figure, and it governs in place of the general cap set out in Section 11.2 of the Master Terms for claims arising from a Stay booking.

5.6 What this cap does not limit. Nothing in this Annex limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under Nigerian law. Sections 5.4 and 5.5 apply only to the extent permitted by Applicable Law.

6. Indemnification

You agree to indemnify StayAfrika against any claim, loss, or expense (including reasonable legal fees) arising from your breach of this Annex, your breach of a property's house rules, or damage you cause to a property, except to the extent the claim, loss, or expense was caused by StayAfrika's own breach of this Annex or the Master Terms.

7. Reviews

After a completed Stay, you may submit a review of the listing in accordance with StayAfrika's Reviews & Ratings Policy. Reviews must reflect your genuine experience; you may not accept payment or any other benefit from a Host in exchange for writing, editing, or removing a review.

8. Disputes with a Host

8.1 A dispute about the condition of a property, a refund, or conduct during a Stay should first be raised through the Platform's support system.

8.2 StayAfrika may, at its discretion, mediate a dispute between you and a Host, but is not obligated to resolve the dispute in your favour or the Host's favour, and mediation by StayAfrika does not make StayAfrika a party to the underlying contract between you and the Host.

1. Relationship to the Master Terms of Use

This Host Annex ("Annex") supplements and forms part of the StayAfrika Master Terms of Use ("Master Terms"). It applies to every User who lists a property for short-let accommodation under the Stays vertical of the StayAfrika platform ("Host"). Capitalised terms not defined in this Annex have the meaning given to them in the Master Terms.

Where a provision of this Annex conflicts with the Master Terms, this Annex controls for matters specific to hosting a Stay listing. This Annex does not apply to Guests booking a Stay (see the Guest Annex), to Service Providers or Experience Hosts (see the Essentials Provider Annex and Moments Annex), or to Homefind listings (see the Homefind Rental Annex and Homefind Sales Annex).

By creating or publishing a Stays listing, you accept this Annex in addition to the Master Terms.

2. Eligibility and Onboarding

2.1 You must complete identity verification and, where you list as a business, business verification (including CAC registration details) before a listing may be published.

2.2 You must provide accurate property details, including address, property type, capacity, amenities, and photographs that reasonably represent the property's current condition.

2.3 You are responsible for ensuring you have legal authority to list the property - as owner, or with the express written consent of the owner where you act as a manager or sub-host. StayAfrika may request evidence of this authority at any time.

3. Licensing and Regulatory Compliance

3.1 You represent and warrant that you hold, or will obtain before accepting bookings, any licence, permit, or registration required by the state in which the property is located to operate short-let or hospitality accommodation, including hotel or short-let licensing where the relevant state classifies short-let accommodation as a licensable hospitality facility.

3.2 You represent and warrant that you are registered, where required, to collect and remit any applicable state consumption, occupancy, or tourism tax on bookings of the property, and that you will remit such tax in accordance with Applicable Law.

3.3 You acknowledge that licensing and tax obligations for short-let accommodation vary by state. StayAfrika's primary territory of operation is the Federal Capital Territory ("FCT"), Abuja. For properties located in the FCT, this means:

• Licensing: registration and licensing of tourism and hospitality establishments in the FCT, including short-let accommodation, is administered by the Federal Capital Territory Administration (FCTA) through its Social Development Secretariat and Department of Tourism, under the applicable FCT tourism legislation.
• Tax: bookings of FCT properties are subject to a 5% consumption tax on accommodation under the Entertainment Tax Act, Cap. 498, Laws of the Federation of Nigeria (Abuja), 1990, in addition to the standard 7.5% Value Added Tax (VAT) applicable under federal law. You are responsible for registering for, collecting, and remitting both where required, in addition to any income tax due on your earnings.
• Where you list a property outside the FCT, the licensing authority and applicable tax will differ by state, and you remain responsible for confirming and meeting the requirements of that state.

3.4 Failure to hold a licence or registration required for your property, or failure to remit an applicable tax, is a material breach of this Annex. StayAfrika may suspend or remove the affected listing pending evidence of compliance, without prejudice to any other remedy available to StayAfrika or liability you hold directly under Applicable Law.

3.5 StayAfrika may, at its discretion, request evidence of licensing or tax registration as a condition of publishing or continuing to publish a listing in a given state.

4. Listing Standards

4.1 Listings must accurately describe the property, including any shared facilities, house rules, and material limitations (for example, restricted access hours, noise policies, or areas not available to guests).

4.2 You must keep your listing's availability calendar and pricing current. You may not accept a booking through the Platform and then direct the Guest to complete or pay for the booking outside the Platform.

4.3 You must maintain the property in a condition consistent with your listing description and in compliance with applicable safety and building standards.

4.4 StayAfrika may remove or suspend a listing that it reasonably believes is inaccurate, unsafe, or in breach of this Annex, the Master Terms, or Applicable Law.

5. Bookings, Cancellations, and House Rules

5.1 You must set a cancellation policy for your listing from the options StayAfrika makes available, and honour bookings accepted under that policy.

5.2 House rules for your property must be set out using the House Rules exhibit format made available on the Platform (see Appendix A) so that rules are presented to Guests in a consistent, enforceable structure.

5.3 You may not cancel a confirmed booking except in accordance with your stated cancellation policy or for a reason recognised by StayAfrika's cancellation policy framework (for example, a safety issue with the property). Repeated host-initiated cancellations outside these grounds may result in listing suspension.

6. Payments, Payouts, and Fees

6.1 Payment collection, host payout timing, and applicable service fees are governed by StayAfrika's Payments, Payouts & Refunds Policy, incorporated into this Annex by reference.

6.2 You are solely responsible for determining and remitting any income tax or consumption tax due on amounts you receive through the Platform.

7. Insurance and Liability

7.1 StayAfrika does not provide insurance covering property damage, guest injury, or loss occurring at your property unless expressly stated otherwise for your subscription tier. You are responsible for maintaining insurance appropriate to operating short-let accommodation - except where a damage-protection guarantee is included as part of your subscription tier, as described in the Business Subscription Annex.

7.2 As between you and StayAfrika, you are responsible for the condition and safety of the property and for any claim arising from a Guest's stay, except to the extent such claim arises from StayAfrika's own breach of the Master Terms or this Annex.

7.3 The indemnification obligations set out in the Master Terms apply to this Annex, including with respect to any claim arising from your failure to hold a licence or registration required under Section 3.

8. Reviews

Guest reviews of your listing are governed by StayAfrika's Reviews & Ratings Policy. You may respond publicly to a review but may not offer a Guest an incentive to remove or alter a review, and may not submit or solicit a review of your own listing.

9. Subscription Tiers

If you list under a paid subscription tier (Business Pro, Gold, or Manager), the applicable Business Subscription Annex governs your subscription, billing, and any tier-specific functionality (including white-label use under Gold) in addition to this Annex.

10. Suspension and Termination of Host Status

10.1 In addition to the termination rights StayAfrika holds under the Master Terms, StayAfrika may suspend or remove a specific listing, or your ability to list, where you breach Section 3 (Licensing and Regulatory Compliance) of this Annex.

10.2 Termination of your Host status does not relieve you of an obligation to a Guest under a booking accepted before termination, or of any tax or regulatory obligation that arose from your use of the Platform.

1. Purpose and Relationship to Other Documents

This Host Payout & Refund Policy ("MOU") supplements and forms part of the Host Annex and the Master Terms of Use. It governs a Host's choice of payout method, the obligations that follow from that choice, and how a refund dispute involving a direct bank payout Host is resolved. Capitalised terms not defined here have the meaning given to them in the Master Terms, the Host Annex, or the Payments, Payouts & Refunds Policy.

Every Host must agree to this MOU on the Platform before selecting a payout method.

2. Payout Election

2.1 A Host may choose to receive booking payouts either

• into the StayAfrika in-app wallet (funds held by Paystack, as described in the Payments, Payouts & Refunds Policy), or
• directly to the Host's designated bank account ("Direct Bank Payout").

2.2 A Host may switch between payout methods at any time through the Platform. A Host's outstanding commission balance remains in force and follow the Host across a switch until settled or replaced.

2.3 This MOU applies to every Host who selects Direct Bank Payout. Sections 3, 5, and 6 apply specifically to Direct Bank Payout Hosts; Section 4 applies to every Host regardless of payout method.

3. Commission Obligation (Direct Bank Payout Hosts)

3.1 Commission rate. A Direct Bank Payout Host remains liable for remitting a commission to StayAfrika equal to 10% of booking revenue earned, on every booking, regardless of payout method. This rate is fixed and is disclosed to the Host before they create a listing; it is not subject to dispute or negotiation.

3.2 Commission for a given calendar month is due on or before the last calendar day of that month.

3.3 Commission is remitted by the Host to StayAfrika through the Paystack payment gateway, using the payment method of the Host's choice (card, bank transfer, USSD, or other method Paystack makes available).

4. Non-Payment of Commission

4.1 Grace period. Where commission remains unpaid after the due date in Section 3.2, StayAfrika applies a seven (7) day grace period.

4.2 Notice. StayAfrika will notify the Host by email of the unpaid commission at the start of the grace period, and again before the grace period ends if the commission remains unpaid.

4.3 Consequence. If commission remains unpaid after the seven (7) day grace period, all of the Host's listings are automatically unpublished and removed from Platform search and discovery until the outstanding commission is settled in full. This applies to all of the Host's listings, not only the listing on which the unpaid commission arose.

4.4 Existing bookings unaffected. A Guest's already-confirmed booking with the Host is not affected by unpublishing under this Section. The listing is not shown in Platform search but remains visible to a Guest with an active or upcoming booking, on that Guest's bookings page, so the booking can proceed as planned.

4.5 Restoration. On settlement of the outstanding commission in full, the Host's listings are not restored automatically. StayAfrika reviews the Host's account and payment history before restoring the Host's listings to Platform search and discovery.

5. Mandatory Refund and Cancellation Policy

5.1 A Direct Bank Payout Host must accept StayAfrika's Standard Host Refund & Cancellation Policy template ("Template") as their cancellation and refund policy. A Host may not publish a self-written policy and there is no selection to make; every Host is bound by the same schedule set out in the Template, which becomes their published policy for all purposes under this MOU and the Host Annex.

5.2 The Host must honour refunds to Guests strictly in accordance with the Template. Failure to do so is addressed under Section 6.

5.3 The non-negotiable Guest protections set out in Section 2 of the Template (full refund for Host-initiated cancellation; full refund for material misrepresentation; processing timeline) apply in addition to the standard schedule, and are not affected by this Section.

6. Refund Enforcement (Direct Bank Payout Hosts)

6.1 Authorisation. By electing Direct Bank Payout, the Host authorises StayAfrika to charge the Host's Paystack-linked payment method - the same method used for commission remittance under Section 3.3 - for a validated refund amount owed to a Guest under the Template, in accordance with this Section.

6.2 A Guest who believes they are owed a refund under the Host's published policy may raise a claim through the Platform's support system, referencing the specific booking and the Template.

6.3 StayAfrika will review a claim against the Template's schedule within 48 to 72 hours.

6.4 Where a claim is validated and the Host has not already paid the Guest, StayAfrika will charge the Host's authorised payment method under Section 6.1 for the refund amount and pay the Guest directly.

6.5 A validated, unpaid refund claim triggers the same consequence set out in Section 4.3 - all of the Host's listings are automatically unpublished, subject to the existing-booking protection in Section 4.4, until the matter is resolved.

7. Where an Authorised Charge Fails

This Section applies where StayAfrika attempts to charge the Host's authorised payment method under Section 6.4 and the charge fails (for example, an invalid card or insufficient funds), and the Host cannot be reached to resolve it promptly.

7.1 StayAfrika will pay the Guest directly notwithstanding the failed charge, so that the Guest's claim is resolved without delay. The amount paid becomes a debt owed by the Host to StayAfrika, recoverable as set out below.

7.2 On a failed charge under this Section, StayAfrika will: (a) immediately suspend the Host's access to their account and all Platform tools, in addition to the listing unpublishing under Section 6.5; (b) automatically offset the debt against any other amount StayAfrika owes the Host, on any booking or listing, before releasing further funds to the Host; and (c) issue a formal demand to the Host for repayment within seven (7) days.

7.3 Where the debt remains unpaid after the demand period in Section 7.2(c), StayAfrika may pursue collection or legal action to recover the debt. This is the circumstance in which StayAfrika expects to pursue formal recovery action; it is not StayAfrika's standard response to an ordinary refund claim resolved under Section 6.

7.4 A debt arising under this Section must be settled in full before the Host may re-register on the Platform under any account, listing, or identity.

8. Repeat Non-Compliance

A Host with two (2) validated refund-policy failures under Section 6 within a rolling twelve (12) month period will be moved to wallet-only payout for all future bookings, and will not be eligible to re-elect Direct Bank Payout.

9. Liability

9.1 The Host is responsible for honouring the Template and remitting commission on time. StayAfrika's enforcement action under Sections 4, 6, and 7 does not waive or replace any other liability the Host holds under the Host Annex or Applicable Law.

9.2 StayAfrika's liability to a Host arising from action taken under this MOU is limited on the same basis as set out in Section 11.2 of the Master Terms, except that StayAfrika is not liable for a Host's own failure to honour their selected refund policy or remit commission.

10. Governing Law

This MOU is governed by the laws of the Federal Republic of Nigeria, consistent with Section 14 of the Master Terms.

1. Relationship to the Master Terms of Use

This Payments, Payouts & Refunds Policy ("Policy") supplements and forms part of the StayAfrika Master Terms of Use ("Master Terms") and applies to every User across every vertical of the StayAfrika platform ("Platform") - Stays, Essentials, Moments, and Homefind. Capitalised terms not defined in this Policy have the meaning given to them in the Master Terms or the relevant role Annex.

Where a role Annex sets a more specific rule for its vertical (for example, a Stays cancellation window in the Host Annex), the Annex's specific rule applies together with, and does not override, the general payment and dispute mechanics set out in this Policy.

2. How Payment Collection Works

2.1 StayAfrika uses Paystack, a Central Bank of Nigeria–licensed payment processor, to collect payment from Guests, Users, and Business Subscribers at the point of booking or subscription.

2.2 StayAfrika does not store your full card number, CVV, or bank authentication credentials. Paystack processes and stores this information directly in accordance with PCI-DSS standards. StayAfrika retains only transaction references, payment status, and amounts, as described in the Privacy & Data Policy.

2.3 A booking or subscription is confirmed only once payment has been successfully authorised by Paystack.

3. How Payouts Work

This Section describes payouts for Users on the in-app wallet payout method. A Host who elects Direct Bank Payout instead follows a different payout and commission structure, set out in the Host Payout & Refund Policy MOU, not this Section.

3.1 When a Guest's booking is marked complete, the Host, Service Provider, Experience Host, or Homefind Agent's earnings, less StayAfrika's service fee, are credited to that User's StayAfrika balance within 24 hours.

3.2 A User may request withdrawal of their balance to a Nigerian bank account. Withdrawal requests are processed within 1–3 business days.

3.3 StayAfrika may place a hold on a payout where a booking is subject to an open dispute, a damage claim, or a suspected fraud investigation. StayAfrika will notify the affected User of a hold within 24 hours of it being placed, together with the reason for the hold.

3.4 Service fees charged by StayAfrika for each vertical are disclosed to the User before a listing is published or a booking is confirmed, and are deducted from the payout before it is credited to the User's balance.

4. Refunds and Cancellations

This section sets the platform-wide floor for wallet-payout bookings. Role Annexes may set more specific cancellation windows and refund percentages for their vertical. Where they do, the Annex governs the specific calculation and this section governs the mechanics of how a refund is processed. This section does not apply to a Direct Bank Payout Host's bookings - those follow the Standard Host Refund & Cancellation Policy and the enforcement mechanism in the Host Payout & Refund Policy MOU instead, since StayAfrika does not hold the funds in that flow.

4.1 A refund due to a Guest is returned to the original payment method used for the booking. StayAfrika does not issue refunds in cash or to a different account than the one used to pay.

4.2 Where a Host, Service Provider, or Experience Host cancels a confirmed booking, the Guest is entitled to a full refund of amounts paid for that booking, regardless of the cancellation policy that would otherwise have applied had the Guest cancelled instead.

4.3 Refunds are processed within 5–10 business days of approval, subject to the processing time of the Guest's bank or card issuer, which is outside StayAfrika's control.

4.4 Where a dispute concerns whether a refund is owed at all (for example, a disputed property condition or service quality issue), the dispute process in Section 5 applies before a refund is processed.

5. Disputes and Chargebacks

5.1 A User who disputes a charge, a payout amount, or a service fee should first raise the dispute through the Platform's support system before contacting their bank or card issuer.

5.2 StayAfrika will acknowledge a payment-related dispute within the timeframes set out in the Service Level Agreement and will investigate before making a determination.

5.3 A chargeback initiated directly with a Guest's bank or card issuer, rather than through the Platform's dispute process, may result in the disputed amount being deducted from the responsible Host, Service Provider, Experience Host, or Homefind Agent's balance pending resolution of the chargeback with Paystack and the issuing bank.

5.4 StayAfrika will provide transaction records to a User or, where legally required, to Paystack or a regulator, in connection with a payment dispute or chargeback investigation.

6. Currency and Cross-Border Payments

6.1 All transactions on the Platform are conducted in Nigerian Naira (NGN). StayAfrika does not currently support payment or payout in any other currency.

6.2 A User paying with a card issued outside Nigeria may be subject to currency conversion and fees charged by their own card issuer; these are outside StayAfrika's control and are not included in the service fees disclosed under Section 3.4.

7. Taxes

7.1 StayAfrika does not withhold or remit income tax, consumption tax, or VAT on behalf of a Host, Service Provider, Experience Host, or Homefind Agent unless expressly stated otherwise in the applicable role Annex. Each such User is solely responsible for their own tax obligations as described in that Annex.

7.2 Where Applicable Law requires StayAfrika itself to withhold or remit a tax on a transaction (for example, withholding tax on payments to a service provider, where applicable), StayAfrika will disclose the amount withheld on the relevant transaction record.

8. Liability for Payment Errors

This section states plainly who is responsible when a payment or payout goes wrong.

8.1 StayAfrika is responsible for: correctly instructing Paystack to collect the amount you were charged at booking or subscription, correctly calculating and disclosing service fees, and correctly crediting a payout to the correct User's balance based on a completed booking.

8.2 StayAfrika is not responsible for: delays or failures caused by Paystack, a User's bank, or a card issuer; a User providing incorrect bank account details for payout; or currency conversion fees charged by a User's own bank.

8.3 Where StayAfrika itself causes a payment error (for example, crediting a payout to the wrong User due to a Platform error), StayAfrika will correct the error and, where a User has suffered a direct financial loss as a result, StayAfrika's liability for that loss is limited to the amount of the erroneous transaction. This cap does not limit liability for fraud or for any liability that cannot lawfully be excluded under Nigerian law, consistent with the Guest Annex and Host Annex.

9. Changes to This Policy

StayAfrika may update this Policy in accordance with the notice provisions set out in the Master Terms.

1. Purpose

This Service Level Agreement ("SLA") sets out the service commitments made by StayAfrika Bookings Limited to Hosts, Guests, Service Providers, Experience Hosts, Homefind Agents, and Business Subscribers using the StayAfrika platform ("Platform"). It defines uptime targets, support response times, payout timelines, and the process for reporting service failures. This SLA supplements and forms part of the Master Terms of Use.

2. Platform Availability (Uptime)

Scheduled maintenance windows are excluded from uptime calculations. StayAfrika will provide at least 6 hours' advance notice of planned maintenance via Platform notification or email.

3. Support Response Times

4. Tiered Commitments for Subscription Plans

The commitments in Section 3 (Support Response Times) apply as a baseline to all Users. Business Subscribers on a paid plan receive the enhanced commitments below in place of the baseline, reflecting the priority service included in their subscription. These figures are provisional and should be confirmed against the actual product commitments once the Business Subscription Annex is finalised - see Appendix.

4.1 Business Subscribers also receive an accelerated listing review commitment: new listings and identity verification submissions are reviewed within 24 hours, rather than the 48-hour baseline in Section 6.

4.2 Gold-tier Business Subscribers receive the uptime commitments in Section 2 as a minimum; StayAfrika may, but is not obligated to, offer a higher contractual uptime commitment to Gold-tier subscribers under a separate agreement referenced in the Business Subscription Annex.

5. Payout Commitments

5.1 Host, Service Provider, Experience Host, and Homefind Agent earnings are reflected in the User's ledger balance within 24 hours of a booking being marked as completed. These funds are held by Paystack, a Central Bank of Nigeria–licensed payment processor, under its settlement arrangement with StayAfrika - StayAfrika does not itself take custody of these funds at any point; the ledger balance is a view of funds Paystack holds on the User's behalf.

5.2 Withdrawal requests to a Nigerian bank account are disbursed by Paystack and processed within 1–3 business days.

5.3 In cases of dispute, a payout may be held pending investigation; the affected User will be notified within 24 hours of a hold being placed.

6. Listing Review Commitments

6.1 New listing submissions are reviewed by the Admin team within 48 hours of submission

6.1 Identity verification submissions are reviewed within 48 hours

6.2 The User is notified of approval, decline, or a request for additional information via email and in-Platform notification

7. Notification Delivery Commitments

7.1 Transactional notifications (booking confirmations, payment receipts, OTPs) are delivered in real time or within 2 minutes of the triggering event

7.2 Failed notifications are retried automatically up to 3 times before an alert is logged for manual review

8. Exclusions

This SLA does not apply to service disruptions caused by:

• Force majeure events (natural disasters, government actions, nationwide network outages)
• Third-party service failures (Paystack, SISSL Verify, DigitalOcean)
• User error or misuse of the Platform
• Scheduled and communicated maintenance windows

9. Breach of SLA

If StayAfrika fails to meet a committed service level, affected Users may log a formal complaint through the support system referencing the SLA breach, and may request a service credit where applicable; StayAfrika may offer a credit to subscription Hosts for significant uptime failures. StayAfrika is not liable for indirect or consequential losses arising from an SLA breach, consistent with the limitation of liability set out in the Master Terms.

10. Review

This SLA will be reviewed annually. StayAfrika reserves the right to update service commitments with 30 days' advance notice to Users.

11. Contact

StayAfrika Bookings Limited
Email: [email protected]

Essentials · Moments · Homefind · Business Subscription · Reviews · Intellectual Property

How to Use This Document

This document contains every role-specific Annex not already issued as its own document (the Host Annex and Guest Annex for Stays, and the Payments, Payouts & Refunds Policy, are separate documents and are not repeated here). Each Part below is a self-contained Annex for one role or topic. A User is bound only by the Part(s) relevant to how they use the Platform, together with the Master Terms of Use. Capitalised terms not defined here have the meaning given to them in the Master Terms.

A note on your account label: the Platform's interface may display your account as "Host" regardless of whether you're actually a Service Provider, Experience Host, or Homefind Agent. That label doesn't tell you which Part below applies to you - your actual activity does. Check the Part that matches what you're doing on the Platform, not what your account is labelled.

• Part A - Essentials (Service Providers and Guests)
• Part B - Moments (Experience Hosts and Guests)
• Part C - Homefind (Rental and Sales)
• Part D - Business Subscription and White-Label Licence
• Part E - Reviews & Ratings Policy
• Part F - Intellectual Property & Infringement Policy

PART A - ESSENTIALS

A1. Scope

This Part applies to Users who offer a service under the Essentials vertical ("Service Provider") and to Users who book an Essentials service ("Essentials Guest"). Sections A2–A4 apply to Service Providers; Section A5 applies to Essentials Guests; Section A6 states liability for both.

A2. Service Provider Status

A2.1 You act as an independent contractor, not an employee or agent of StayAfrika. You control how, when, and at what price you deliver your service, subject only to the quality and safety standards in this Part. Nothing in this Part or the Master Terms creates an employment, partnership, or agency relationship between you and StayAfrika.

A2.2 You represent and warrant that you hold any trade, professional, or business registration required under Applicable Law to offer your service, and that you maintain insurance appropriate to your service where such insurance is customary or required for that trade.

A3. Service Standards

A3.1 You must accurately describe your service, pricing, and availability, and deliver the service as described.

A3.2 StayAfrika may require background verification or credential checks appropriate to certain service categories as a condition of listing that category.

A3.3 StayAfrika may suspend or remove a service listing that it reasonably believes is unsafe, misrepresented, or in brheach of this Part.

A4. Cancellations (Provider-Initiated)

Where you cancel a confirmed booking, the Essentials Guest is entitled to a full refund. Repeated provider-initiated cancellations may result in listing suspension, consistent with the Host Annex's approach to Stays cancellations.

A5. Essentials Guest Booking Terms

A5.1 A booking is confirmed only once StayAfrika issues a confirmation.

A5.2 Your cancellation rights and any applicable refund are set by the cancellation window displayed at booking, distinct from the Stays cancellation framework in the Guest Annex.

A5.3 You must conduct yourself appropriately during a booked service and are responsible for damage you cause to a Service Provider's equipment or property.

A6. Liability - Essentials

A6.1 The Service Provider is responsible for: the safe and competent delivery of the service, holding any required registration or insurance, and any injury or loss caused by the Provider's acts or omissions during the service.

A6.2 The Essentials Guest is responsible for: their own conduct during the service and any damage they cause to the Provider's equipment or property.

A6.3 StayAfrika is not responsible for the quality, safety, or delivery of a service, or for the Service Provider's independent-contractor classification status under any law other than as stated in Section A2.1. This liability allocation follows the same structure, cap, and non-waivable carve-outs (death, personal injury from negligence, fraud) set out in Section 5 of the Guest Annex, applied here to Essentials bookings.

PART B - MOMENTS

B1. Scope

This Part applies to Users who offer an experience under the Moments vertical ("Experience Host") and to Guests who book one. Unlike Part A, Experience Host and Guest terms are combined here because both parties are bound by the same activity-risk framework.

B2. Experience Host Terms

B2.1 You represent and warrant that you hold any licence, permit, or professional registration required to conduct the experience you list, and that you maintain public liability insurance appropriate to the activity.

B2.2 You must accurately describe the experience, including its physical demands, any inherent risks, and any age, fitness, or skill prerequisites.

B2.3 StayAfrika may remove or suspend a Moments listing that it reasonably believes misrepresents risk or safety requirements.

B3. Guest Assumption of Risk

B3.1 By booking a Moments experience, you acknowledge that cultural, physical, and outdoor activities carry inherent risk, including risk of injury, and you voluntarily accept that risk to the extent it is not caused by the Experience Host's negligence.

B3.2 This acknowledgment does not waive any right that cannot lawfully be waived under Nigerian law, and does not reduce the Experience Host's responsibility for the safety representations made under Section B2.

B4. Liability - Moments

B4.1 The Experience Host is responsible for: the safety and accuracy of the experience as listed, holding required licensing/insurance, and injury caused by the Host's negligence or the experience's unsafe operation.

B4.2 The Guest accepts the inherent risk of the activity as described in Section B3, and is responsible for disclosing any condition relevant to their safe participation.

B4.3 StayAfrika is not responsible for injury or loss arising from a Moments experience except where directly caused by StayAfrika's own negligence in operating the booking platform, subject to the same cap and non-waivable carve-outs used throughout this document set.

PART C - HOMEFIND

C1. Scope

This Part applies to Users who list property under the Homefind vertical. Section C2 governs rentals; Section C3 governs sales. These are kept distinct because the underlying transactions - and their risk profiles - are materially different.

C2. Homefind Rental Annex

C2.1 "Homefind Agent" means a landlord, property manager, or licensed agent listing a property for rent; "Tenant" means a User who enters a tenancy through the Platform.

C2.2 The Homefind Agent represents and warrants that they hold any real estate agency registration required by the relevant state authority, and have legal authority to let the property.

C2.3 Security deposit handling, rent payment timing, and any tenant-history or rent-tracking data made available through a Manager-tier subscription are governed by this Annex together with the Payments, Payouts & Refunds Policy and the Privacy & Data Policy.

C2.4 Liability: the Homefind Agent is responsible for the accuracy of the listing and the legal condition of the property; the Tenant is responsible for their conduct and any damage beyond normal wear and tear; StayAfrika is not responsible for the tenancy itself, on the same terms as Section 5 of the Guest Annex.

C3. Homefind Sales Annex

C3.1 "Seller Agent" means a User who lists a property for sale, whether the owner or a licensed agent acting for the owner.

C3.2 The Seller Agent represents and warrants that they hold clear authority to sell or to act for the seller, and that all title, ownership, and encumbrance information disclosed through the listing is accurate. This is a materially stronger warranty than the Rental Annex's listing-accuracy warranty, reflecting the higher stakes of a sale transaction.

C3.3 Where StayAfrika facilitates any part of the sale proceeds, funds are held on the same custodian basis described in the Payments, Payouts & Refunds Policy (Paystack as custodian; StayAfrika displays a ledger view only); this Annex does not itself create an escrow relationship broader than what that Policy describes.

C3.4 Liability: the Seller Agent is solely responsible for title accuracy and disclosure; StayAfrika is not responsible for verifying title, conducting due diligence, or for the outcome of the transaction, and strongly recommends both parties engage independent legal counsel for a property sale. This is a materially broader disclaimer than elsewhere in this document set, reflecting that StayAfrika is not equipped to verify real property title.

PART D - BUSINESS SUBSCRIPTION & WHITE-LABEL LICENCE

D1. Scope

This Part applies to Users subscribed to Business Pro, Gold, or Manager ("Business Subscriber"). It governs the subscription relationship itself, which is distinct from - and additional to - any role (Host, Agent, etc.) the Business Subscriber also holds.

D2. Subscription Terms

D2.1 Subscription fees are billed in advance on the cycle selected at signup. StayAfrika will provide at least 14 days' notice of a fee change before it takes effect on renewal.

D2.2 A Business Subscriber may downgrade or cancel a subscription at any time; downgrade takes effect at the next billing cycle, and tier-specific functionality (including any tenant/staff data tools) becomes unavailable at that time.

D2.3 Data ownership on churn: a Business Subscriber's underlying booking, tenant, and guest data remains accessible to them in exportable form for 30 days following cancellation or downgrade. StayAfrika does not retain a licence to use this data for its own purposes beyond what the Privacy & Data Policy already permits for standard platform operation.

D2.4 Staff and payroll data (Gold/Manager): where a subscription tier processes a Business Subscriber's employees' data (for example, payroll functionality), the Business Subscriber is the data controller for that data and StayAfrika acts as processor; a separate Data Processing Agreement applies and is incorporated by reference.

D2.5 Service Level commitments for Business Subscribers are set out in the Service Level Agreement's tiered commitments section.

D3. White-Label Licence (Gold Tier Only)

D3.1 StayAfrika grants a Gold-tier Business Subscriber a limited, non-exclusive, revocable licence to present a white-labeled booking interface under the Subscriber's own branding, for the duration of an active Gold subscription only.

D3.2 This licence does not transfer any right in the StayAfrika name, logo, or underlying technology; it permits presentation of the Subscriber's own branding on top of StayAfrika's platform only.

D3.3 The licence terminates automatically on downgrade or cancellation of the Gold subscription, at which point the Subscriber must cease presenting the white-labeled interface.

PART E - REVIEWS & RATINGS POLICY

This Part applies across all verticals wherever a review or rating feature exists.

E1. A review must reflect the reviewer's genuine experience with the listing, service, or experience booked. Reviews written without a completed booking, or exchanged for payment or benefit, are prohibited.

E2. A Host, Service Provider, Experience Host, or Homefind Agent may publicly respond to a review but may not offer an incentive to alter or remove it, and may not submit or solicit a review of their own listing.

E3. StayAfrika may remove a review that violates this Policy, contains prohibited content under the Master Terms, or is demonstrated to be fraudulent, and will notify the reviewer of removal and the reason.

PART F - INTELLECTUAL PROPERTY & INFRINGEMENT POLICY

This Part explains what constitutes IP infringement on the Platform and how a report is handled. It applies across all verticals.

What Is Protected

• Photographs, video, and written content uploaded to a listing
• The StayAfrika name, logo, platform design, and underlying technology

Reporting Infringement

A complaint must include the complainant's contact details, a description of the right infringed, the specific location of the content on the Platform, and a good-faith statement that the use is unauthorised. Send to [email protected] with subject line "IP Infringement Notice."

Process

• Acknowledgement within 3 business days
• Review and, where the complaint is valid, removal of the content pending further investigation
• Notice to the User who posted the content, with an opportunity to submit a counter-notice

Repeat Infringement

StayAfrika operates a repeat-infringer policy: a User found to have repeatedly infringed third-party IP will have their account permanently suspended. A complaint submitted in bad faith may expose the complainant to liability.

1. Purpose and Status of This Template

This Standard Host Refund & Cancellation Policy ("Template") is the mandatory cancellation and refund policy for every Host who elects direct bank payout. A Host does not write their own policy - every Host agrees to the single schedule set out in Section 3 below. This becomes the Host's published cancellation/refund policy for all purposes under the Host Annex and the Host Payout & Refund Policy MOU, and no other refund terms - verbal, written, or posted elsewhere - apply, except upon review and written permission from StayAfrika's legal team.

This Template is incorporated by reference into the Host Payout & Refund Policy MOU and the Host Annex. A Host's compliance with this Template is what StayAfrika reviews and enforces under the refund enforcement mechanism described in that MOU.

2. Non-Negotiable Guest Protections

The following protections apply to every Guest booking a direct-bank-payout Host's listing, regardless of anything in the Section 3 schedule. A Host may not opt out of, weaken, or override any of the following:

2.1 Full refund for Host-initiated Cancellation

Where the Host cancels a confirmed booking for any reason, the Guest receives a 100% refund of amounts paid, regardless of how close to check-in the cancellation occurs.

2.2 Full Refund for Material Misrepresentation

Where the property or service is materially different from its listing description in a way that affects the Guest's ability to safely or reasonably stay (for example, the property is unsafe, unavailable, or substantially not as described), the Guest is entitled to a full refund regardless of the standard schedule in Section 3.

2.3 Refunds due under this Template are processed within 5 business days of the refund being confirmed as owed, consistent with the processing standard in the Payments, Payouts & Refunds Policy.

2.4 This Template does not limit any right a Guest holds under applicable Nigerian consumer protection law that cannot lawfully be excluded by a private policy.

3. Cancellation & Refund Schedule

The following schedule applies to every Direct Bank Payout Host's listing.

4. Host Confirmation (To Be Completed at Onboarding)

Host name / business name: _______________________
Effective date: _______________________
Applies to: all listings under this Host's account

5. Guest-Facing Summary

The Platform will display this schedule to Guests at the point of booking, using the standard terms above, so that Guest-facing language is identical across all Direct Bank Payout Hosts.

6. Acknowledgement

By electing Direct Bank Payout, the Host acknowledges that:
(a) this Template constitutes their entire published cancellation and refund policy for the purposes of the Host Annex and the Host Payout & Refund Policy MOU;
(b) they will honour refunds strictly in accordance with the schedule in Section 3; and
(c) failure to do so may result in the enforcement action described in the Host Payout & Refund Policy MOU, including charges to their authorised payment method and suspension of their listings or account.

Host signature/platform acceptance: __________________________________________

Date: _______________________