Cancellation policy.
Plans change. Our policy is written to be fair to both the guest and the residence — generous notice means a full refund; late notice means we are unable to re-let the residence and must charge for the affected nights.
The schedule.
- More than 14 days before arrival — cancel for a full refund of any amount paid. Held reservations may be cancelled without charge.
- 7 to 14 days before arrival — 50% of the first night is retained; the balance is refunded.
- Within 7 days of arrival — the first night is retained in full; remaining nights are refunded.
- No-show — the first night is retained in full and the reservation is released after 24 hours.
How to cancel.
Sign in to the guest portal and use the reservation’s cancel action, or write to info@whitepolegroup.com quoting your reservation reference (the WP-ASC-… code on your confirmation). Cancellations take effect from the moment we acknowledge them.
Refunds.
Refunds are issued to the original payment method within seven business days of cancellation. Bank-transfer payments are refunded to the originating account. Where the cancellation falls within a charged window, the retained portion is invoiced separately for your records.
Date changes.
Reservations may be moved to alternative dates up to 48 hours before arrival, subject to availability. Where the new dates are at a higher rate, the difference is payable; we do not refund the difference when moving to a lower rate.
Exceptions.
We waive the cancellation schedule in cases of bereavement, serious illness, or government travel restriction affecting the booked dates. Please write to us with supporting documentation and we will work with you on the right outcome.
Bespoke experiences.
Experiences booked alongside a stay (chef, transfer, breakfast, spa) follow the same schedule as the room nights to which they are attached, save for experiences requiring third-party reservations more than seven days in advance — for those, please contact us directly to confirm the refund window.
Contact.
For any question about your specific reservation, write to info@whitepolegroup.com or call +234 705 363 6519.