Refund Policy

This Refund Policy governs all bookings made through the Regal Empire Luxury Hotel website (regalempireluxuryhotel.com), powered by WooCommerce, and processed via GlobalPay by Zenith Bank. By completing a booking and payment, you agree to the terms set out below.

1. General Refund Principles

Regal Empire Luxury Hotel strives to deliver exceptional service to every guest. We understand that plans may change, and our refund policy is designed to be fair, transparent, and consistent with our obligation to manage room inventory responsibly.

• Refunds are only applicable to bookings cancelled within the timeframes specified in Section 2 below.
• All refund requests must be submitted in writing via email to reservations@regalempire.org or by calling 07050257165 / 09120830385.
• Refunds are processed back to the original payment method used at checkout (GlobalPay by Zenith Bank). Processing may take 5–10 business days depending on your bank.
• Refunds will not include any payment gateway or transaction fees charged by GlobalPay / Zenith Bank.

2. Cancellation & Refund Schedule

The following refund schedule applies to all room bookings:

3. Caution Fee (Refundable Deposit)

A mandatory caution fee of ₦50,000 per night is collected at check-in (not at the time of online booking). This fee is separate from the room rate and is governed as follows:

• The caution fee is fully refundable provided the room is returned in the same condition as at check-in.
• Refund of the caution fee will be processed within 24 hours after a hotel representative has assessed the room on check-out.
• Deductions may be made for: damages to hotel property, removal of hotel items (towels, linens, bathrobes, decorative items), smoking violations (₦150,000 penalty), or excessive soiling.
• The caution fee refund is paid via the payment method agreed at check-in and is not processed through WooCommerce or GlobalPay.

4. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

• Booking fees for photography, video shoots, or facility hire.
• Complimentary breakfast — once consumed, it cannot be exchanged or refunded.
• Payment gateway / transaction charges levied by GlobalPay by Zenith Bank.
• Charges for policy violations (smoking, damage, outside food corkage, etc.).

5. Early Departure

If a guest checks out earlier than their booked departure date, the following applies:

• No refund will be issued for the unused nights unless prior written approval has been granted by hotel management.
• Requests for early departure refunds must be made to the Front Desk at least 24 hours before the intended departure.
• Early departure refunds, if approved, are processed at management’s discretion and are not guaranteed.

6. Force Majeure & Exceptional Circumstances

In cases of genuine force majeure events (natural disasters, government-imposed travel restrictions, medical emergencies) that prevent a guest from fulfilling a booking, Regal Empire Luxury Hotel will consider refund or rescheduling requests on a case-by-case basis. Supporting documentation may be required.

7. How to Request a Refund

To initiate a refund, please contact us using the following details:

8. Amendments

Regal Empire Luxury Hotel reserves the right to amend this Refund Policy at any time. Changes will be published on our website with an updated effective date. Your continued use of our booking platform constitutes acceptance of the revised policy.