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Policies

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Our privacy, cancellation, and caution fee policies are designed to protect both guests and property owners with clear, fair guidelines.

Last updated: September 2024

Privacy Policy

How XLHomes Realty collects, uses, stores, and protects your personal information when you use our website and services.

Introduction

XLHomes Realty ("XLHomes", "we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, book shortlet accommodations, purchase property, or otherwise interact with our services.

By using our platform, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this policy, please do not access or use our services.

Information We Collect

We may collect the following categories of personal information:

  • Identity & contact information: Full name, email address, phone number, and residential address.

  • Account information: Login credentials, profile details, and communication preferences.

  • Booking & transaction data: Shortlet booking dates, guest counts, payment references, transaction history, and property preferences.

  • Property inquiry data: Inspection requests, investment interest forms, and sales ambassador registrations.

  • Technical data: IP address, browser type, device information, pages visited, and usage analytics collected through cookies and similar technologies.

How We Use Your Information

We use the information we collect to:

  • Process bookings and payments: Confirm reservations, verify availability, and facilitate secure payment through our payment partners.

  • Provide customer support: Respond to inquiries, resolve disputes, and assist with booking modifications or cancellations.

  • Improve our services: Analyse usage patterns, enhance platform functionality, and personalise your experience.

  • Send communications: Deliver booking confirmations, payment receipts, policy updates, and marketing messages where you have opted in.

  • Comply with legal obligations: Meet regulatory requirements, prevent fraud, and enforce our terms of service.

Sharing Your Information

We do not sell your personal information. We may share your data with trusted third parties only when necessary:

  • Payment processors: Such as Paystack, to process booking payments securely.

  • Property partners and investors: To fulfil your shortlet reservation or property transaction.

  • Service providers: Who assist with hosting, analytics, email delivery, and customer support under strict confidentiality agreements.

  • Legal authorities: When required by law, court order, or to protect the rights and safety of XLHomes, our users, or the public.

Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

Your Rights

Depending on applicable law, you may have the right to:

  • Access Request a copy of the personal data we hold about you.

  • Correction Ask us to update inaccurate or incomplete information.

  • Deletion Request deletion of your personal data, subject to legal retention requirements.

  • Opt-out Unsubscribe from marketing communications at any time via the link in our emails or by contacting us directly.

Cookies

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyse site traffic, and understand user behaviour. You can control cookie preferences through your browser settings, though disabling cookies may affect certain platform features.

Third-Party Links

Our platform may contain links to third-party websites such as WhatsApp, social media platforms, or partner services. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies independently.

Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us so we can promptly delete it.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated revision date. Your continued use of our services after any changes constitutes acceptance of the revised policy.

Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us at info@xlhomesrealtyng.com or call +234 707 357 7516.

Last updated: September 2024

Cancellation Policy

Terms governing shortlet booking cancellations, refund eligibility, and applicable charges based on timing.

Overview

This Cancellation Policy applies to all shortlet bookings made through XLHomes Realty. We understand that plans can change, and we aim to provide a fair and transparent cancellation process for all guests.

Refund eligibility and any applicable charges depend on how far in advance of your scheduled check-in date you cancel your booking. All times are calculated based on the property's local check-in time.

Cancellation Timeframes & Refunds

  • 72 Hours or More Before Arrival: Guests are eligible for a full refund of the accommodation charges when cancellations are made at least 72 hours prior to the scheduled arrival date.

  • Between 48 and 72 Hours Before Arrival: Cancellations made between 48 and 72 hours before arrival are still eligible for a full refund of accommodation charges.

  • Less Than 48 Hours Before Arrival: Cancellations made within 48 hours of arrival will attract a 50% cancellation charge on the accommodation portion of your booking. The remaining 50% will be refunded.

  • On the Day of Arrival (24 Hours or Less): Cancellations made on the day of arrival, or within 24 hours of the scheduled check-in time, will result in forfeiture of the accommodation booking fee. No refund will be issued for the accommodation charges.

Caution Fee & Cancellation

The refundable caution fee is handled separately from accommodation charges. If your booking is cancelled before check-in and no keys have been collected, the caution fee will be refunded in full regardless of the cancellation timeframe, provided no property access has occurred.

If you have already checked in, standard caution fee terms apply and the fee will be processed according to our Caution Fee Policy upon checkout.

How to Cancel a Booking

You can cancel an eligible booking directly from your XLHomes dashboard under "My Bookings". Select the booking you wish to cancel and follow the cancellation prompts. You will be shown the applicable refund or charge before confirming.

Alternatively, you may contact our support team at info@xlhomesrealtyng.com or via WhatsApp at +234 707 357 7516 for assistance with cancellations.

Refund Processing

Approved refunds are processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider. You will receive an email confirmation once your refund has been initiated.

No-Shows

If you do not arrive on your scheduled check-in date and have not cancelled your booking, it will be treated as a no-show. No-shows are subject to full forfeiture of accommodation charges, equivalent to cancelling on the day of arrival.

Force Majeure & Exceptions

In exceptional circumstances such as natural disasters, government restrictions, or property unavailability due to circumstances beyond our control, XLHomes may offer alternative arrangements, rebooking options, or discretionary refunds. Such cases are evaluated individually by our team.

Contact Us

For questions about this Cancellation Policy or to discuss a specific booking, please reach out to info@xlhomesrealtyng.com or call +234 707 357 7516.

Last updated: September 2024

Caution Fee Policy

Details on the refundable caution fee charged for shortlet bookings, including amounts, refund conditions, and inspection procedures.

Overview

All shortlet bookings through XLHomes Realty require a refundable caution fee in addition to accommodation charges. This fee acts as a security deposit and is fully refundable subject to the conditions outlined below.

The caution fee is separate from your nightly accommodation rate and is not included in any stay discounts that may apply to longer bookings.

Caution Fee Amounts

The caution fee amount is determined by the property type and number of bedrooms:

  • Studio: ₦30,000

  • 1 Bedroom: ₦40,000

  • 2 Bedrooms: ₦50,000

  • 3 Bedrooms: ₦60,000

When the Caution Fee Is Charged

The caution fee is collected at the time of booking along with your accommodation charges. The total amount displayed on the booking summary page includes both the accommodation subtotal and the applicable caution fee before you proceed to payment.

What the Caution Fee Covers

The caution fee provides protection against:

  • Property damage: Accidental or negligent damage to furnishings, fixtures, appliances, or the property structure beyond normal wear and tear.

  • Missing items: Loss or removal of property inventory such as towels, kitchenware, electronics, or decorative items.

  • Excessive cleaning: Cleaning required beyond standard turnover due to undue mess, stains, or hygiene issues.

  • House rule violations: Breaches of property rules including unauthorised parties, smoking in non-smoking units, or exceeding maximum guest limits.

Inspection Process

After your checkout, our property management team conducts an inspection within 24 hours. The inspection covers all rooms, furnishings, appliances, and inventory against the property's check-in condition report.

If any issues are identified, you will be notified with a detailed breakdown of the concern and any proposed deductions within 48 hours of checkout.

Refund Conditions

  • Full refund: The caution fee is refunded in full within 7 business days after checkout when the property passes inspection with no damages, missing items, or outstanding issues.

  • Partial refund: If minor issues are identified, the cost of repair or replacement will be deducted from the caution fee and the balance refunded within 7 business days.

  • Pre-check-in cancellation: If you cancel your booking before check-in and have not collected keys or accessed the property, the caution fee is refunded in full.

Disputes

If you disagree with any deductions made from your caution fee, please contact us at info@xlhomesrealtyng.com within 7 days of receiving the deduction notice. Provide any supporting evidence such as photos or timestamps. Our team will review your case and respond within 5 business days.

Contact Us

For questions about caution fees or refund status, please contact info@xlhomesrealtyng.com or call +234 707 357 7516.