Terms of Service

These Terms of Service ("Terms") govern access to and use of the Vouchio Homes website, platform, applications and related services (collectively, the "Platform").

Vouchio Homes, a business name registered in Nigeria under Business Name Registration No. 9532021 ("Vouchio", "we", "us" or "our"), operates a hospitality discovery and booking marketplace connecting Guests with property owners and authorised property managers or agents.

By creating an account, listing a property, submitting a booking request, making a booking, or otherwise using the Platform, you agree to these Terms.

If you do not agree to these Terms, you must not create an account, make or accept bookings, transact through the Platform, or otherwise use the Platform.

These Terms should be read together with the Vouchio Homes Privacy Policy and any applicable booking-specific terms, property information, cancellation policy, or other terms presented to you before completing a transaction.

Where mandatory applicable law provides you with rights that cannot be excluded, restricted, or waived by contract, those rights continue to apply notwithstanding these Terms.

1. ABOUT VOUCHIO

Vouchio is a marketplace and technology platform that connects people seeking short-term accommodation ("Guests") with property owners and authorised property managers or agents ("Hosts").

Vouchio does not own, lease, operate or manage the accommodation properties listed on the Platform.

Unless expressly stated otherwise, the accommodation itself is provided by the Host to the Guest. Accordingly, the accommodation relationship is principally between the Guest and Host. Vouchio facilitates discovery, property verification, booking, payment facilitation, communications, dispute handling and related Platform services.

Vouchio is not:

• the owner or landlord of listed properties;
• the operator of listed hotels or accommodations;
• the property manager of a Host's property;
• an insurer;
• a guarantor of a Host or Guest;
• responsible for matters exclusively within a Host's or Guest's control.

Nothing in these Terms excludes or limits responsibilities that Vouchio has under applicable law or for its own acts, omissions, representations or Platform services.

2. ELIGIBILITY

You must be at least 18 years old to:

• create an account;
• make or accept bookings;
• transact through the Platform;
• act as a Host.

Persons under 18 may browse publicly accessible portions of the Platform but may not create an account, make bookings or transact through Vouchio.

You must provide accurate and current information when creating or maintaining an account.

3. ACCOUNTS

You are responsible for maintaining the confidentiality of your account credentials and for taking reasonable steps to protect your account.

You must not:

• impersonate another person;
• create fraudulent or deceptive accounts;
• provide materially false information;
• allow another person to use your account in violation of these Terms;
• use the Platform to conduct unlawful activity.

If you believe your account has been compromised, you must notify Vouchio promptly.

Vouchio may temporarily restrict an account where reasonably necessary to protect the account holder, other users, the Platform or Vouchio.

4. USING VOUCHIO AS A GUEST

Guests may use Vouchio to:

• discover accommodation;
• compare properties;
• review listing information;
• submit booking requests;
• make payments;
• communicate regarding bookings;
• review completed stays.

A Guest must use accommodation lawfully and responsibly.

Guests must comply with:

• applicable law;
• occupancy limits;
• Host requirements;
• disclosed house rules;
• check-in requirements;
• applicable booking conditions.

5. BOOKING PROCESS

The normal booking process is:

1. The Guest submits a booking request.
2. The Host accepts the request.
3. The Guest becomes able to make payment.
4. The Guest pays the amount displayed at checkout.
5. Payment is successfully verified.
6. The booking becomes confirmed.

Host acceptance alone does not necessarily constitute a confirmed booking.

A booking is confirmed only when Vouchio has successfully verified the required payment.

6. PAYMENT

Payments are currently processed through Paystack and other payment infrastructure that Vouchio may use from time to time.

Vouchio is not a bank or payment service provider merely because it facilitates payments through the Platform.

Full payment is generally required after Host acceptance and before a booking is confirmed.

If a payment fails, is abandoned, remains pending or cannot be verified, the booking is not automatically confirmed.

Debited but unconfirmed payments

If a Guest's account is debited but Vouchio has not yet confirmed the transaction, the Guest should generally not make another payment unless Vouchio instructs otherwise.

Vouchio may investigate the transaction and wait for confirmation, reversal or reconciliation.

If the original payment fails or reverses, the Guest may be permitted to retry.

Where duplicate payments occur, Vouchio will use reasonable reconciliation and refund procedures, subject to payment-provider processing and applicable law.

A bank or card debit does not, by itself, guarantee that a booking has been confirmed.

7. PAYMENT WINDOW

Following Host acceptance, Vouchio may temporarily hold the requested property for the Guest for a limited payment period.

The applicable payment window may vary according to Platform configuration and will be communicated where relevant.

If payment is not successfully completed within the applicable period, the temporary hold may expire and the property may become available to other users.

8. PRICES AND FEES

Before payment, Vouchio will endeavour to display the applicable total price and material charges.

Depending on the booking, the checkout amount may include:

• accommodation price;
• Host/property charges;
• Vouchio service or booking fee;
• security deposit;
• applicable taxes or statutory charges;
• discounts;
• other disclosed charges.

Mandatory charges should not be hidden from the Guest before payment.

9. VOUCHIO GUEST SERVICE FEE

Vouchio may charge a separate Guest service or booking fee.

Vouchio may change, discount or waive this fee from time to time.

The applicable fee will be displayed before the Guest completes payment.

Where a Host-funded discount applies, the Vouchio service fee may be calculated using the original accommodation price rather than the discounted accommodation price where this is clearly disclosed before payment.

10. HOST-FUNDED DISCOUNTS

Unless a particular promotion states otherwise:

If the original accommodation price is ₦100,000 and a Host provides a 10% discount:

• Guest accommodation price: ₦90,000;
• Vouchio's Host commission: ₦10,000;
• Host proceeds before other applicable adjustments: ₦80,000.

The applicable calculation basis will be disclosed to Hosts through the Platform.

11. PROPERTY-SPECIFIC CHARGES

A Host may impose legitimate property-specific charges, including charges relating to:

• additional guests;
• early check-in;
• late check-out;
• cleaning;
• utilities;
• special requests;
• other disclosed services.

Mandatory charges should be disclosed before payment.

Hosts must not impose undisclosed mandatory charges after booking except where permitted by the booking terms and applicable law.

12. CANCELLATION

Each property may have its own cancellation policy.

The applicable policy will be displayed to the Guest before payment and forms part of the booking terms.

Cancellation rights and refunds are subject to applicable law.

Where the Guest voluntarily cancels, the accommodation refund will generally be determined by the applicable Host cancellation policy.

Vouchio's Guest service fee may be non-refundable in circumstances where the Guest voluntarily cancels, except where:

• applicable law requires otherwise;
• the Host cancels;
• Vouchio caused the relevant problem;
• a payment/platform error occurred;
• Vouchio expressly approves an exception.

Nothing in this section is intended to remove a mandatory statutory cancellation or refund right.

13. HOST CANCELLATION

If a Host cancels a confirmed booking, Vouchio will generally arrange a full refund of amounts paid by the Guest for the cancelled booking, including the Vouchio Guest service fee, subject to applicable law and payment circumstances.

The Host may receive no accommodation payout for the cancelled booking.

Vouchio may also impose reasonable Platform consequences depending on:

• the reason for cancellation;
• timing;
• Guest impact;
• Host history;
• notice given;
• whether the circumstances were genuinely outside the Host's control;
• other relevant circumstances.

Vouchio will not apply arbitrary penalties.

14. NO-SHOWS

A no-show occurs where a Guest fails to arrive for a confirmed booking without cancelling it in accordance with the applicable booking terms.

Each property may have a specific no-show policy.

The applicable no-show policy will be displayed before booking.

Where a Guest does not arrive, the Host's disclosed no-show policy will generally apply, subject to applicable law.

Vouchio may consider exceptional circumstances.

15. BOOKING MODIFICATIONS

Confirmed bookings cannot currently be modified through the Platform.

A Guest wishing to change a confirmed booking must generally:

1. cancel the existing booking in accordance with the applicable policy; and
2. make a new booking.

Vouchio may introduce booking modification functionality in the future.

16. SECURITY DEPOSITS

A Host may require a security deposit.

The deposit amount, collection method, return policy and applicable claim procedure will be disclosed before payment.

A security deposit:

• belongs economically to the Host rather than Vouchio;
• is not accommodation revenue;
• is not subject to Vouchio's Host commission;
• is not insurance;
• may be collected through Vouchio;
• is handled through the applicable Host payout process.

The Host is responsible for returning the deposit in accordance with the disclosed deposit policy.

17. DAMAGE CLAIMS

Where a Host alleges damage, the Host may submit evidence including:

• photographs;
• videos;
• receipts;
• repair estimates;
• other relevant evidence.

The Guest will ordinarily be given an opportunity to respond.

Vouchio may review the available evidence and make a Platform-level decision concerning whether, and to what extent, the security deposit should be retained.

Vouchio's determination is an internal Platform decision and is not a judicial determination.

Only reasonable amounts supported by the available evidence should ordinarily be retained.

If a claim is rejected or only partially supported, the remaining deposit should be returned.

Nothing prevents either party from pursuing lawful remedies outside the Platform.

18. CHECK-IN

Check-in procedures vary by property.

Hosts are responsible for communicating applicable check-in instructions and property-specific requirements.

Vouchio does not currently require Guests to upload government-issued identification as a standard booking requirement.

A Host may impose legitimate check-in requirements where these are disclosed appropriately.

19. GUEST CONDUCT

Guests must not:

• violate applicable law;
• exceed disclosed occupancy limits;
• damage or misuse property;
• engage in dangerous conduct;
• engage in fraud;
• engage in harassment, threats or abuse;
• conduct unauthorised commercial activities;
• sublet or resell accommodation without permission;
• bring unauthorised persons where prohibited;
• circumvent Vouchio's payment system;
• manipulate reviews;
• provide materially false information.

Guests are responsible for charges properly arising from their own conduct.

20. BECOMING A HOST

Hosts may be property owners or formally authorised property managers/agents.

A Host represents that they:

• own the property or are authorised to offer it;
• have permission to provide the accommodation;
• may legally perform their Host obligations;
• will comply with applicable laws and regulations.

Vouchio does not currently conduct formal title verification.

21. HOST LISTINGS

Hosts must ensure that their listings are accurate and current.

This includes:

• location;
• property type;
• photographs;
• videos;
• amenities;
• availability;
• occupancy;
• pricing;
• house rules;
• material restrictions;
• other material information.

Hosts must promptly notify Vouchio of material changes.

Vouchio may request updated information, reinspection or reverification.

22. VERIFICATION

Vouchio may physically inspect a property to verify matters such as:

• physical existence;
• location;
• general condition;
• amenities;
• photographs/videos;
• general suitability;
• presentation;
• relevant safety and hygiene considerations.

"Verified" means that Vouchio performed specified checks at or around the relevant verification date.

Verification does not constitute:

• title verification;
• permanent certification;
• insurance;
• an absolute safety guarantee;
• a guarantee against future changes;
• a guarantee that no problem will occur.

Vouchio may periodically or reactively reverify properties.

23. PROPERTY STANDARDS

Hosts must maintain properties in a condition reasonably consistent with their listings and disclosed standards.

Vouchio may require corrective action or:

• suspend a listing;
• suspend its Verified status;
• require reinspection;
• remove a listing;
• restrict a Host.

Serious safety, hygiene, legal or material-risk concerns may justify immediate action.

24. AVAILABILITY AND DOUBLE BOOKINGS

Hosts must maintain accurate availability.

Hosts must honour confirmed bookings.

Repeated double bookings or failure to honour confirmed bookings may result in:

• warnings;
• financial adjustments;
• listing restrictions;
• suspension;
• removal.

25. HOST COMMISSION

Vouchio charges Hosts a 10% commission on the accommodation price.

The commission does not apply to:

• security deposits;
• Vouchio Guest service fees;
• taxes/statutory charges.

Host-funded discounts may affect the Guest's accommodation price while Vouchio's commission remains calculated using the applicable original accommodation price as disclosed through the Platform.

26. HOST PAYOUTS

Host payouts are made according to the applicable payout schedule.

The timing may depend on:

• Paystack settlement;
• bank processing;
• refunds;
• cancellations;
• disputes;
• chargebacks;
• reversals;
• deposit issues;
• other legitimate adjustments.

Vouchio does not guarantee immediate payout.

27. PAYOUT ADJUSTMENTS

Vouchio may deduct or adjust amounts from current or future Host payouts where properly justified by:

• refunds;
• cancellations;
• chargebacks;
• payment reversals;
• Guest remedies;
• agreed fees;
• damage claims;
• Platform errors;
• other amounts properly owed.

Hosts may challenge an adjustment through Vouchio's review process.

If a Host has already received funds that are subsequently reversed, refunded or otherwise determined not to be payable, Vouchio may seek recovery through future payout deductions or another lawful repayment mechanism.

28. HOST CANCELLATION AND GUEST IMPACT

Hosts must not cancel confirmed bookings arbitrarily.

Where a Host cannot honour a booking, the Host should notify Vouchio as soon as reasonably possible.

Vouchio may consider the circumstances when determining any Platform action.

29. MATERIAL PROPERTY MISMATCH

If a property materially differs from its listing, Vouchio may investigate and determine an appropriate Platform remedy.

Depending on the circumstances, this may include:

• full refund;
• partial refund;
• relocation assistance where reasonably available;
• Host restrictions;
• removal of the listing;
• recovery of appropriate costs from the Host.

Any remedy will depend on the evidence, severity, Guest impact, availability and applicable law.

30. COMMUNICATIONS

Vouchio may facilitate communications between Guests and Hosts.

Communications may concern:

• property questions;
• booking details;
• check-in;
• directions;
• house rules;
• stay issues;
• support.

Vouchio may access or retain Platform communications where reasonably necessary for:

• customer support;
• security;
• fraud prevention;
• moderation;
• dispute resolution;
• legal compliance.

31. CONTACT INFORMATION

Following a confirmed booking, Vouchio may disclose information reasonably necessary to facilitate the booking and check-in.

This may include relevant Guest or Host contact information.

Users must not use information obtained through Vouchio for:

• spam;
• harassment;
• unrelated marketing;
• unauthorised transactions;
• circumvention of Vouchio.

32. REVIEWS

Guests and Hosts may review one another following completed stays.

Reviews may be moderated before publication.

Vouchio may remove or decline content involving:

• harassment;
• threats;
• discrimination;
• personal data;
• spam;
• advertising;
• manipulation;
• extortion;
• irrelevant content;
• materially misleading content where appropriately established;
• other prohibited content.

Users may report reviews and request review of moderation decisions.

Vouchio does not guarantee that every review has been independently fact-checked.

33. PROHIBITED REVIEW MANIPULATION

Users must not:

• create fake reviews;
• create fraudulent accounts;
• review themselves;
• manipulate ratings;
• coordinate artificial reviews;
• offer improper incentives for reviews;
• threaten users over reviews;
• extort users through reviews.

Vouchio may remove affected reviews and take appropriate account or Platform action.

34. USER CONTENT

Users retain ownership of content they independently provide.

By submitting content to Vouchio, you grant Vouchio a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, adapt, distribute and use that content as reasonably necessary to:

• operate the Platform;
• display listings;
• provide services;
• promote Vouchio;
• advertise listings;
• publish on Vouchio's social channels;
• improve the Platform;
• maintain records;
• resolve disputes.

Vouchio's licence does not transfer ownership of the user's underlying content.

Vouchio may retain content where reasonably necessary for ongoing bookings, disputes, legal compliance, Platform integrity or legitimate records.

35. VOUCHIO CONTENT

Vouchio owns content it creates, including, where applicable:

• Vouchio-produced photographs;
• videos;
• graphics;
• written materials;
• branding;
• software;
• UI/design;
• database structure;
• marketing materials.

Users may not reproduce, scrape, commercially exploit, distribute, reverse engineer where prohibited by law, or otherwise misuse Vouchio's proprietary materials.

36. ACCOUNT SUSPENSION

Vouchio may suspend or terminate an account for:

• material breach of these Terms;
• fraud;
• false information;
• payment abuse;
• abusive chargebacks;
• serious misconduct;
• property damage;
• fee circumvention;
• review manipulation;
• illegal activity;
• security threats;
• regulatory requirements;
• material risk to users or Vouchio.

Where reasonably practicable, Vouchio will provide notice and an opportunity to respond.

Immediate action may be taken where reasonably necessary to address serious fraud, safety, security, illegal conduct or legal requirements.

37. EXISTING BOOKINGS

Account termination does not automatically cancel existing bookings.

Vouchio may cancel an affected booking where reasonably necessary to:

• protect users;
• address fraud;
• address safety risks;
• resolve payment problems;
• comply with law;
• address serious contractual breaches.

Where Vouchio cancels a booking, it will determine the appropriate financial remedy in accordance with applicable law and the circumstances.

38. PLATFORM DISPUTES

Vouchio may facilitate disputes involving:

• refunds;
• cancellations;
• security deposits;
• property mismatches;
• Host conduct;
• Guest conduct;
• payout adjustments;
• policy violations.

Vouchio may make an initial Platform decision.

That decision governs the corresponding Platform action unless revised through Vouchio's review process.

Vouchio's decision is not a court judgment and does not prevent a party from exercising lawful external remedies.

39. CHARGEBACKS AND PAYMENT REVERSALS

A payment may be reversed through a bank, card network, Paystack or another payment provider.

Vouchio may investigate the transaction and provide relevant evidence to authorised parties.

Where funds previously paid to a Host are reversed, refunded or charged back, Vouchio may recover the corresponding amount through lawful payout adjustments or repayment mechanisms.

Users must not submit fraudulent payment disputes.

Nothing in this section prevents legitimate claims concerning unauthorised transactions or other lawful payment disputes.

40. TAXES

Hosts are responsible for their own accommodation, business, income and other applicable tax obligations.

Guests are responsible for applicable charges disclosed in connection with their booking.

Vouchio is responsible for its own applicable tax obligations.

Vouchio may collect or display taxes and statutory charges where legally required or technically configured to do so.

41. FORCE MAJEURE

Vouchio and Hosts will not automatically be treated as breaching these Terms where performance is materially prevented by circumstances genuinely beyond reasonable control, including qualifying:

• natural disasters;
• serious infrastructure failures;
• government restrictions;
• war or civil unrest;
• major public emergencies;
• other extraordinary events.

Where such circumstances materially affect a booking, Vouchio may cancel, suspend or modify the affected service or assist with an alternative where reasonably practical.

The Guest's refund or other remedy will be determined by applicable law, the applicable booking terms and the circumstances.

Ordinary business difficulties do not automatically constitute force majeure.

42. PLATFORM AVAILABILITY

Vouchio does not guarantee uninterrupted or error-free Platform availability.

The Platform may be unavailable due to:

• maintenance;
• technical problems;
• hosting failures;
• payment-provider outages;
• third-party failures;
• security incidents;
• network problems;
• circumstances beyond Vouchio's reasonable control.

Vouchio will use reasonable efforts to maintain and restore the Platform.

Nothing in this section excludes liability that cannot lawfully be excluded.

43. INTELLECTUAL PROPERTY

The Platform and its underlying materials are protected by applicable intellectual-property law.

Except where expressly permitted, users may not:

• copy;
• reproduce;
• distribute;
• modify;
• commercially exploit;
• scrape;
• interfere with;
• reverse engineer where prohibited;
• misuse Vouchio branding.

44. LIABILITY

Vouchio is responsible for its own Platform services, representations and obligations to the extent required by applicable law.

Hosts remain responsible for their accommodation, listing accuracy, property condition and Host obligations. Guests remain responsible for their conduct and obligations.

Nothing in these Terms excludes, restricts or limits any liability, consumer right, statutory remedy or obligation that cannot lawfully be excluded, restricted or limited.

Subject to applicable law, Vouchio's aggregate liability to a User arising out of or relating to the Platform, a booking or the Services shall not exceed the greater of:

(a) the total amount of fees actually paid by that User to Vouchio in connection with the specific booking, transaction or service giving rise to the claim; or

(b) ₦100,000.

This limitation applies only to the extent that the relevant liability may lawfully be limited under applicable law.

Nothing in these Terms limits or excludes liability or remedies arising from circumstances for which applicable law prohibits limitation or exclusion, including where applicable liability arising from fraud, fraudulent misrepresentation, or other conduct or circumstances that cannot lawfully be limited or excluded.

Nothing in these Terms prevents a User from exercising any mandatory statutory right or remedy available under applicable law.

Where a claim concerns a Host's accommodation, conduct, representation or obligation that is primarily the Host's responsibility under these Terms, Vouchio's liability, if any, will be determined by reference to Vouchio's own acts, omissions and obligations rather than treating Vouchio as the provider or operator of the Host's accommodation.

45. INDEMNIFICATION

To the extent permitted by law, a Guest or Host may be responsible for losses, claims and reasonable costs arising from their:

• material breach of these Terms;
• unlawful conduct;
• fraud;
• wilful misconduct;
• infringement of third-party rights;
• misuse of the Platform;
• property damage caused by their conduct.

A user is not required to indemnify Vouchio for Vouchio's own liability that cannot lawfully be transferred or excluded.

46. GOVERNING LAW

These Terms are governed by the laws of the Federal Republic of Nigeria.

Before commencing court proceedings, the parties should attempt in good faith to resolve a dispute through written notice and negotiation.

Where appropriate, the parties may attempt mediation.

Nothing prevents a party from seeking urgent interim or protective relief where necessary.

If a dispute cannot be resolved, proceedings may be brought before a court of competent jurisdiction in Nigeria.

Nothing in this section removes any statutory right to seek redress before a competent regulator, tribunal or court.

47. CHANGES TO THESE TERMS

Vouchio may make reasonable changes to these Terms.

Minor or operational changes may be implemented without obtaining fresh acceptance where legally permissible.

Material changes will be communicated through appropriate means and, where required, users will be asked to accept the revised Terms.

The updated version will identify its effective date.

48. ELECTRONIC ACCEPTANCE

You agree that electronic acceptance, including ticking an acceptance box, clicking an acceptance button or otherwise affirmatively accepting these Terms, constitutes acceptance of this agreement.

Vouchio may maintain records of acceptance, including the version of the Terms accepted and the date/time of acceptance.

49. SEVERABILITY

If any provision is found to be unlawful, invalid or unenforceable, it will be modified or severed only to the extent necessary, while the remaining provisions continue in effect.

50. WAIVER

Failure by Vouchio to enforce a provision does not constitute a waiver of its right to enforce that provision later.

51. ASSIGNMENT

Vouchio may assign or transfer its rights and obligations in connection with a merger, acquisition, restructuring, sale of the Platform or related business transaction, subject to applicable law.

Users may not transfer their accounts or contractual rights without Vouchio's consent except where applicable law permits otherwise.

52. ENTIRE AGREEMENT

These Terms, together with the booking-specific terms and information expressly incorporated into a booking, constitute the agreement governing use of the Platform and the relevant transaction.

Mandatory applicable law prevails over conflicting contractual provisions.

53. CONTACT

For legal, contractual or general enquiries:

Vouchio Homes
Business Name Registration No.: 9532021
Email: hello@vouchiohomes.com
Website: https://vouchiohomes.com

For privacy and data-protection enquiries, please contact us at:

Email: hello@vouchiohomes.com