This Refund Policy explains when you may be eligible for a refund and how we process refunds for bookings made through Selos Rentals. It works together with our Cancellation Policy.
1. When Refunds Apply
You may be eligible for a refund in the following situations:
- You cancel in time: According to the timeframes in our Cancellation Policy (e.g. full or partial refund based on how far in advance you cancel).
- The owner cancels: You will receive a full refund of the amount paid for that booking.
- Selos cancels: We will refund you as appropriate, unless the cancellation is due to your breach of our terms.
- Service not as described or not provided: If the equipment or service was significantly not as described, or the owner did not provide the rental as agreed, you may be eligible for a full or partial refund. You must report the issue through the platform and provide evidence where possible.
- Duplicate or erroneous charges: If you were charged in error or twice for the same booking, we will refund the duplicate or erroneous amount once verified.
2. Non-Refundable Amounts
The following are typically non-refundable once the booking is confirmed or the rental has started:
- Platform or service fees, unless required by law or our policy
- Payment processing fees in some cases
- Rental amount for the period already used or after the cancellation deadline (see Cancellation Policy)
- Amounts withheld for damage, loss, or late return as per the listing or agreement
3. How Refunds Are Processed
Refunds are processed to the same payment method you used for the booking. The time for the refund to appear depends on your bank or payment provider; typically it can take 5–10 business days. We will send you a confirmation once the refund has been initiated. If you do not see the refund after this period, contact us with your booking reference.
4. Requesting a Refund
For eligible cancellations, the refund is usually initiated automatically when you cancel through the platform. For disputes (e.g. service not as described), please contact support with your booking ID, a description of the issue, and any photos or evidence. We will review and respond within a reasonable time. Refunds for approved claims will be processed as described above.
5. Currency
All refunds are in the same currency as the original payment (e.g. Ghana Cedis – GHS). Exchange rates or fees applied by your bank are outside our control.
6. Disputes
If you disagree with a refund decision, you may contact us with additional information. We will re-review where appropriate. Our Refund Policy does not limit any statutory rights you may have under applicable consumer law in Ghana.
7. Contact
For refund requests or questions, contact us at support@selos.com or through our Contact page. Please include your booking reference for faster assistance.