Cancellations and refunds
Find the terms that apply if you cancel your stay, the host cancels, or the property does not match its listing. Refund times and the steps to take are detailed below.
Introduction
This policy applies to all bookings made through the Séjour sn platform, operated by SEJOUR.SN SAS. It sets out the conditions and procedures for guest refund requests.
Cancellation by the guest
The amount refunded depends on the time remaining before check-in. Cancelling earlier entitles you to a larger refund. The following deadlines apply:
- More than 7 days before check-in: refund of 100% of the eligible amount
- Between 7 and 3 days before check-in: refund of 50% of the eligible amount
- Less than 3 days before check-in or no-show: no refund
Cancellation by the host
If the host cancels a booking, the guest receives a full refund. The cancellation may also have consequences for the host:
- Full refund (100%) to the guest
- Possible penalties for the host (suspension or reduced visibility)
Property not as described
If the property does not match its listing, the guest may request a refund in these circumstances:
- The property is clearly different from the listing
- The property is uninhabitable or unsafe
For the request to be reviewed, the guest must contact Séjour promptly and provide evidence of the issue:
- Contact Séjour sn immediately at contact@sejour.sn
- Provide evidence within 24 hours of arrival
Séjour sn will decide within 5 business days.
Force majeure
No refund is provided in the event of natural disaster, war, pandemic, administrative decisions, and similar circumstances.
Refund method
When a refund is due, it is processed as described below. The amount depends on the reason for cancellation and the terms that apply to the booking.
- Refund to the original payment method
- Time frame: 5 to 14 business days
- The exact amount refunded is communicated when the cancellation is processed
Complaints
To dispute a cancellation decision or ask about a refund, include your booking number in your message.
Contact: contact@sejour.sn
Subject: Refund request + booking number
Response within 48 hours.
Acceptance of this policy
By booking on Séjour sn, the guest and host accept this policy.
Changes to this policy
Séjour sn may change this policy at any time. Changes apply to new bookings.
Governing law
Senegalese law — competent courts: Dakar.
SEJOUR.SN SAS – Complaints and Refunds Department
Amitié 1, Bourguiba, Immeuble Ecobank, Dakar