Cancellation Policy

Effective Date: 30th January 2026

This Check-In, Cancellation & Refund Policy (“Policy”) applies to all bookings made through the RHbooking platform, operated by Raah Investment Group Limited (“RHbooking”, “we”, “us”, or “our”).

By using the Platform, submitting a booking request, or accepting a booking, Students and Hostels confirm that they have read, understood, and agreed to this Policy, which forms part of the RHbooking Terms of Use.

 

1. Scope of This Policy

  • RHbooking is a technology platform that facilitates bookings between Students and independent third-party Hostels.
  • RHbooking does not own, operate, or manage any hostel.
  • This Policy governs:
    • Platform-level rules on check-in, cancellations, and refunds
    • Treatment of RHbooking’s reservation fee
  • Hostel-specific refund outcomes are determined by Hostels, subject to applicable agreements with RHbooking.

 

2. Hostel Cancellation Rates (Disclosure Only)

  • Each Hostel independently sets its cancellation and refund terms (e.g. 90%, 50%, 0%).
  • RHbooking’s role is strictly to:
    • Display the Hostel’s stated cancellation terms to Students before booking.

RHbooking:

  • Does not set hostel cancellation rates
  • Does not guarantee hostel refunds
  • Does not control hostel refund decisions

By proceeding with a booking, Students acknowledge that refunds of hostel fees (if any) are subject to hostel rules and platform policies.

 

3. Reservation Fee (RHbooking Fee)

  • The reservation fee is a platform service fee charged by RHbooking.
  • It is included in the total amount paid by the Student.
  • The reservation fee is non-refundable once payment is completed, regardless of:
    • Student cancellation
    • No-show
    • Change of mind
    • Late arrival
    • Hostel cancellation (except where RHbooking determines otherwise at its discretion)

 

4. Student Cancellations

4.1 Cancellation Before Hostel Acceptance

  • No payment is required.
  • No charges apply.

 

4.2 Cancellation After Acceptance but Before Payment

  • The booking request is voided.
  • No reservation fee is charged.

 

4.3 Cancellation After Payment (Confirmed Booking)

Where a Student cancels after payment has been completed:

  • The reservation fee is forfeited and non-refundable.
  • Refunds of the hostel portion of the payment are not automatic.

Conditional Refund Rule

A Hostel may issue a refund only if a replacement booking is secured for the cancelled room or space.

Where a replacement booking is obtained:

  • Any applicable refund must be processed within a reasonable timeline
  • The refund amount is determined by the Hostel’s applicable cancellation terms, subject to the rules below

 

4.4 Refund Amount Rules for Student Cancellations

  • If the booking is cancelled within 14 days of being confirmed, the Hostel must apply the refund rate displayed on the listing, once a replacement booking is secured.
  • If the booking is cancelled after 14 days, the refund rate may vary depending on:
    • How long the booking was held
    • How much of the booking period has elapsed

Refund amounts may therefore be lower than the originally displayed rate for long-held bookings.

RHbooking does not calculate or determine hostel refund amounts.

 

4.5 No-Shows

  • Failure to check in within a reasonable timeline, as determined by the Hostel’s stated check-in requirements, may be treated as a cancellation by the Hostel.
  • The reservation fee remains non-refundable.
  • Hostel refunds (if any) are subject to:
    • Replacement booking availability, and
    • The Hostel’s cancellation terms

What constitutes a reasonable timeline may vary depending on:

  • The Hostel’s published check-in times
  • Prior communication from the Student
  • Operational constraints of the Hostel

 

5. Hostel Cancellations

5.1 Cancellation Before Student Payment

  • Hostels may cancel accepted bookings before payment without penalty.

 

5.2 Cancellation After Student Payment

If a Hostel cancels a confirmed booking after payment:

  • The Hostel is responsible for refunding the hostel portion of the payment to the Student.
  • RHbooking may, at its discretion, refund the reservation fee where cancellation is clearly attributable to the Hostel.
  • Repeated or unjustified cancellations may result in:
    • Account suspension
    • Listing removal
    • Other administrative action

 

6. Material Listing Issues (Full Refund Protection)

Students are entitled to a full refund of hostel fees (excluding the reservation fee) where:

  • The accommodation materially differs from the listing, or
  • The Hostel fails to provide accommodation reasonably matching what was booked

Examples include:

  • Incorrect room type or capacity
  • False or misleading photos
  • Missing essential amenities
  • Substantially inferior conditions

These refunds are not subject to replacement booking conditions.

 

7. Check-In Policy

7.1 Check-In Requirements

Students must present:

  • Valid identification
  • Booking confirmation
  • Proof of payment (where applicable)

Failure to meet hostel check-in requirements may result in denied access without refund.

 

7.2 Check-In Dates & Times

  • Check-in dates and times are determined by each Hostel.
  • Students are responsible for:
    • Arriving within the Hostel’s stated check-in window, or
    • Informing the Hostel in advance of delays

 

7.3 Late or Failed Check-In

  • If a Student fails to check in within a reasonable timeline:
    • The Hostel may cancel or reassign the room
    • The reservation fee remains non-refundable
    • Hostel refunds (if any) follow Section 4 of this Policy

 

8. Direct Bank Transfer Bookings

For bookings paid via direct bank transfer:

  • Students pay directly into the Hostel’s bank account
  • Students must upload valid proof of payment on RHbooking
  • Hostels must verify payment before confirming the booking

RHbooking:

  • Does not hold or control funds
  • Does not issue refunds for such payments
  • Does not guarantee refund timelines

 

9. Disputes

  • Disputes should first be raised directly with the Hostel.
  • RHbooking may assist with communication or mediation but:
    • Does not guarantee outcomes
    • Does not assume liability for hostel decisions

 

10. Refund Timelines (General Guidance)

10.1 Hostel Fee Refunds

Where a hostel refund is applicable:

  • Refunds are expected within a reasonable timeline after eligibility is established
  • Actual credit time may vary due to:
    • Banks
    • Payment processors
    • Mobile money operators

 

10.2 Reservation Fee Refunds

  • The reservation fee is non-refundable once payment is completed.
  • Where RHbooking approves a refund at its discretion:
    • Processing typically occurs within a reasonable timeline

 

11. Delayed Refunds

If a Student believes a hostel refund is unreasonably delayed:

  • A support ticket may be raised through RHbooking
  • RHbooking may follow up with the Hostel

RHbooking is not liable for delays caused by Hostels, banks, or payment providers.

 

12. Currency & Charges

  • Refunds are processed in the original payment currency.
  • Bank charges, transfer fees, or exchange differences are borne by the recipient.

 

13. Policy Updates

RHbooking may update this Policy at any time.
Continued use of the Platform constitutes acceptance of the updated Policy.

 

14. Governing Law

This Policy is governed by the laws of the Republic of Ghana.