LalaAfrica
Cancellation & Refund Policy
LalaAfrica uses one transparent, fair cancellation engine across Web, WhatsApp, and USSD. The same rules apply on every channel.
Platform Service Fee (15%)
A 15% service fee is applied on all cancellations outside the 10-minute grace period. This covers service, operations, and payment handling. It is always deducted from refundable amounts. Payment processing fees may also be deducted where applicable.
This is never called a "penalty" — it is our service fee for managing your booking.
- Cancel within 10 minutes of making your booking — 100% refund, no questions asked.
- No platform fee. No cancellation charge.
- Applies to both standard and group bookings, regardless of check-in date.
24+ Hours Before Check-in
- Full refund of your booking amount, less a 15% platform service fee.
- Any non-refundable payment processing charges are also deducted.
- Taxes or third-party charges may apply where applicable.
Within 24 Hours of Check-in
- One (1) night's accommodation is charged.
- Remaining unused nights are refunded.
- Deductions: 15% platform service fee + payment processing fee.
After Check-in / No-Show
- One (1) to two (2) nights may be charged, depending on property policy.
- Remaining unused nights are refunded where applicable.
- Deductions: platform service fee + payment processing fee.
30+ Days Before Check-in
- 100% refund of your advance payment.
- Less: 15% platform service fee and payment processing fees.
15–30 Days Before Check-in
- 50% of your advance payment is forfeited.
- The remaining 50% is refunded, less service and processing fees.
Less Than 15 Days Before Check-in
- 100% of the advance payment is forfeited.
- No refund is issued on the advance payment.
- If you shorten your stay after check-in, the following applies:
Request Before 2:00 PM
- Current night is charged.
- Remaining nights are refunded, less 15% service fee and processing fees.
Request After 2:00 PM
- Current night + following night are charged.
- Remaining nights are refunded, less 15% service fee and processing fees.
- Some promotional or discounted rates are marked non-refundable.
- This will be clearly shown before you confirm payment.
- No refund is issued regardless of when you cancel.
- Some properties apply stricter cancellation terms (e.g. 48-hour notice).
- Property-specific terms are always shown clearly before you pay.
- Where property rules are stricter than our platform standard, the property terms apply.
- If your booking was made through a third-party partner or travel agent, their cancellation policy applies.
- Please contact the platform or agent through which you booked for assistance.
What You'll See Before Confirming Cancellation
Before confirming any cancellation, LalaAfrica always shows you a full breakdown:
You must confirm after seeing this breakdown. No surprise deductions.
Refund Processing Times
LalaAfrica processes refunds immediately upon cancellation approval. Timing depends on your financial provider.
Mobile Money
3–5 business days
M-Pesa, Tigo Pesa, Airtel Money, HaloPesa
Card Payments
7–14 business days
Visa, Mastercard, and debit cards
Bank Transfer
5–10 business days
Local & international bank accounts
How to Cancel a Booking
Log in to Your Account
Access your LalaAfrica account using your credentials.
Go to My Bookings
Navigate to "My Bookings" from your dashboard.
Select Your Booking
Click on the booking you wish to cancel.
Review the Breakdown
A cancellation summary — total, service fee, processing fee, and your refund amount — will appear.
Confirm Cancellation
Tap "Confirm Cancellation". You will receive a confirmation message with full details.
Special Circumstances
Property-Initiated Cancellations
If a property cancels your booking, you receive a full refund plus a 10% credit toward your next booking. We'll also help find alternative accommodation.
Force Majeure
In cases of natural disasters, political unrest, or other unforeseeable events, special cancellation policies may apply. Contact our support team for assistance.
Contact Support
support@lalaafrica.com
Phone (Tanzania)
+255 758 110 055
Available 24/7
USSD (Tanzania)
*149*46*14#