Guest Refund
Last updated: July 14, 2026
At Mbanji, we want every booking to be a positive experience. This policy explains when and how a guest may request a refund.
1. Full Refund Situations
- Cancellation within the timeframe set by the listing's cancellation policy.
- Host cancels the reservation.
- Property or experience substantially does not match the listing.
- Serious issues preventing the stay (e.g., no access, unsafe conditions).
2. Non-Refundable Situations
- Cancellation outside the timeframe set by the host.
- Dissatisfaction due to personal preferences unrelated to the listing.
- No-show without prior communication.
3. How to Request a Refund
- Go to Trips in your dashboard.
- Select the booking and click Issues or Cancellation.
- Describe the reason and attach photos or documents if applicable.
- Our team reviews the request within 5 business days.
4. Refund Processing
When approved, the refund is processed to the same payment method used for the booking. The credit timeframe depends on the bank or payment intermediary, usually between 5 and 15 business days.
5. Contact
For refund questions, contact support@mbanji.ao or call +244 976 098 504.
