Terms and Conditions

These Terms and Conditions (“Terms”) govern your access to and use of Vayla’s website, mobile application and related services (together, the “Platform”). Vayla helps you discover, compare and book stays, restaurant reservations, event tickets, wellness and leisure experiences and car rentals offered by participating businesses in Nigeria.

By creating an account, making a booking, submitting a listing or using a feature that requires acceptance, you agree to the Terms that apply to that activity. Where the law requires express consent, we will obtain it through an appropriate affirmative action.

Please also read our Privacy Notice and the cancellation and refund terms shown for each booking. The terms displayed during checkout and in your booking confirmation form part of your booking agreement, subject to applicable law.

Vayla is operated by Vayla Enterprise, a business name registered with the Corporate Affairs Commission of Nigeria under registration number 9839764, trading as Vayla, with its address at House 7, beside Parktonian Hotel, Ikate, Lagos State, Nigeria (“Vayla”, “we”, “us” or “our”).

Customer support and privacy enquiries: vayla7217@gmail.com or +234 813 655 2541.

Vayla is strictly for people aged 18 years or older. You must be at least 18 to create or maintain an account, make or manage a booking, register as an individual Vendor or Agent, or use any age-restricted feature of the Platform.

By registering or using an account or booking feature, you confirm that you are at least 18 years old and that the age information you provide is accurate. You must not misrepresent your age, use another person’s identity or credentials to bypass this rule, or allow anyone under 18 to use your account.

We may request reasonable evidence of age where needed to verify eligibility, prevent fraud, protect users or comply with law. Any information collected for verification will be handled under our Privacy Notice and applicable data protection law.

If we reasonably believe an account holder is under 18 or has materially misrepresented their age, we may restrict or close the account subject to appropriate review and applicable law. Any affected booking, payment or refund will be handled under applicable law and the relevant booking terms. Account closure does not automatically remove valid refund rights.

A Vendor may set a minimum age, identification requirements or other conditions stricter than Vayla’s minimum age, for example for check-in, events or vehicle hire. Those conditions should be shown before you book.

Vayla provides a digital marketplace to discover, compare and book services offered by participating businesses (“Vendors”), such as hotels, shortlet apartments, beach houses, restaurants, event organisers, gyms, spas, fun spots and car rental companies. Unless a booking expressly states otherwise, the stay, table, ticket, experience or vehicle you book (the “Booked Service”) is supplied by the Vendor, not by Vayla. Your booking confirmation identifies the relevant Vendor.

Vayla is not the owner, landlord or operator of a Vendor’s property, venue, event or vehicle merely because it appears on the Platform. Vendors remain responsible for their premises, staff, permissions and service delivery.

We may carry out selected checks and review listings. A verification label or review is not an unconditional guarantee of ownership, title, licence status, safety, condition, availability or future performance. We remain responsible for our own representations, contractual commitments and duties imposed by law.

You must provide accurate, current and complete information when registering or making a booking, and keep your account details up to date. You are responsible for protecting your login details and for telling us promptly if you suspect unauthorised access.

You must not impersonate another person, submit forged documents, misrepresent your authority or create accounts for fraudulent or deceptive purposes.

We may request identity, business, property or payment verification where reasonably necessary for safety, fraud prevention, Platform integrity or legal compliance. We may proportionately restrict an account where there are reasonable grounds to suspect fraud, material misrepresentation, unlawful activity, a security risk or a serious breach of these Terms. Where practicable, we will explain the reason and provide a way to request a review.

Vendors are responsible for keeping listings accurate and current, including location, photos, amenities, capacity or occupancy limits, opening, check-in and check-out times, house or venue rules, restrictions, availability, cancellation terms, deposits and mandatory charges.

Before you commit to a booking, the Platform will show the total amount payable, including the price of the Booked Service, Vayla’s fixed Service Fee, applicable taxes and other mandatory charges. We will not intentionally hide mandatory charges until after payment or describe a commercial fee as a government tax.

Availability and prices may change before a booking is confirmed. If a material error is identified before confirmation, we may contact you to explain the issue and offer available options. A confirmed booking will not be materially repriced without a lawful basis and any agreement required from you.

Reviews and ratings must reflect genuine experiences. Fake reviews, manipulated ratings and misleading listing content are prohibited.

A booking request is not necessarily a confirmed reservation. A booking is confirmed when the applicable confirmation requirements have been met and a confirmation is issued through the Platform or an authorised communication channel.

Check your booking details before completing payment. Your confirmation should identify the Booked Service, the Vendor, the dates or times, the number of guests, the price breakdown, the Service Fee, the applicable cancellation terms and any material requirements.

Vendors are expected to honour confirmed bookings. They must not impose undisclosed mandatory charges or materially change a confirmed booking without a lawful basis and any agreement required from you.

If a confirmed booking cannot be honoured because of Vendor error, double-booking or unavailability, we will investigate and coordinate an appropriate remedy. Depending on the circumstances and applicable law, this may include a refund for the unavailable service and, where practicable, alternative options. You will not be required to accept a substitute where the law entitles you to another remedy.

Payments must be made using the payment methods made available or expressly authorised by Vayla. A transfer screenshot or payment initiation alone does not prove that a transaction has been completed; we may rely on verifiable records from the relevant payment provider.

Vayla charges a fixed Service Fee for applicable bookings. The exact amount and any applicable tax treatment will be shown before you commit to the booking. The Service Fee is separate from any commission Vayla may receive from a Vendor unless the checkout expressly states otherwise.

We may use third-party payment gateways and banking partners. Their terms may apply to their services, but they do not remove Vayla’s own legal or contractual responsibilities. We will never ask for your card PIN or online banking password.

If a payment fails, is duplicated, remains pending, is reversed or is disputed, we may investigate with the relevant payment provider. Refunds will ordinarily be sent to the original payment method where reasonably available and permitted. If that is not possible, we may use another lawful, verified method.

Payments, Vendor settlements, refunds and chargebacks are handled under our arrangements with payment providers and applicable law. Nothing in these Terms authorises Vayla to conduct a regulated financial service for which it does not hold any required authorisation.

Each booking is subject to the cancellation and refund terms displayed before payment and recorded in your booking confirmation. Please review them carefully before booking. The applicable policy must clearly state relevant deadlines, charges and refund conditions.

To cancel or change a booking, submit your request through the Platform or the official support channel shown on the Platform. Any permitted cancellation charge must have been properly disclosed and must comply with applicable law.

If a Vendor cancels, double-books, cannot provide the Booked Service or materially misrepresents it, we will assess the circumstances and coordinate an appropriate remedy. Depending on the circumstances and applicable law, this may include a refund for the unavailable service. You will not be forced to accept an alternative where you are legally entitled to another remedy.

How Vayla’s Service Fee is treated depends on the circumstances, the terms shown at checkout and applicable law. Nothing in these Terms removes a refund or other right that cannot lawfully be excluded.

We will process approved refunds within a reasonable period and tell you about material delays and available transaction references. The time it takes for funds to reach your account may depend on your bank or payment provider. We will not promise a bank credit time unless we can reasonably support that commitment.

An event outside anyone’s control does not automatically mean that no refund is due. The booking terms, the circumstances and applicable law will be considered.

You must provide accurate booking details and comply with lawful identification, check-in, capacity and house or venue rules disclosed for your booking, including any driving licence and insurance requirements for car rentals.

You must respect the property, venue or vehicle, its occupants, neighbours, other guests and staff. You must not engage in unlawful activity, harassment, violence, fraud, damage or conduct that creates a material safety risk.

You may be responsible for substantiated damage you cause, subject to evidence, fair procedures, disclosed booking terms and applicable law. Vendors must not impose arbitrary charges or retain a deposit without a lawful and contractually supported basis.

Report material discrepancies, safety concerns, unauthorised charges or serious service failures promptly. In an emergency, contact the relevant emergency services first.

Vendors must have legal authority to offer the services they list and must maintain the licences, permits, registrations, insurance and approvals required by applicable law.

Vendors must provide accurate identity, business, property or venue, listing, contact and settlement information; maintain reasonably safe and legally compliant premises, events and vehicles; honour confirmed bookings; disclose material restrictions; and cooperate with legitimate complaints and refund investigations.

Vendors must not mislead customers, manipulate reviews, request deceptive off-platform payments or misuse customer information. We may suspend a listing where credible information indicates a serious safety risk, fraud, material misrepresentation or legal non-compliance.

Agents may participate only after approval and acceptance of the applicable Agent Agreement. Unless expressly authorised in writing, Agents are independent participants and are not Vayla employees, partners or general representatives.

Agents must accurately describe Vayla and its listings. They must not promise guaranteed bookings, refunds, special prices or outcomes without written authority. Agents must not collect customer funds into personal accounts or issue unofficial receipts unless a specific arrangement is expressly authorised and lawful.

Agent commission is payable only under the agreed per-booking commission schedule. The schedule must state the qualifying booking, referral attribution method, earning trigger, payment timing and treatment of cancellations, refunds and suspected fraud.

You must not use the Platform for fraud or unlawful activity; submit forged identity or property documents; interfere with Platform security; access another person’s account without authority; scrape or commercially exploit Platform data without permission; upload malicious code; fabricate reviews; evade legitimate fees through deception; harass or threaten others; disclose private information unlawfully; or misuse Vayla’s name or branding.

We may investigate suspected misconduct and take proportionate action, including removing content, restricting accounts, preserving relevant records or notifying competent authorities where lawful and appropriate.

Vayla and its licensors retain their rights in the Platform, software, brand, design and protected content. You may use the Platform only for its intended lawful purposes and may not copy, modify or commercially exploit protected material without permission, except where permitted by law.

Vendors retain rights in content they own and submit. By submitting listing content, a Vendor grants Vayla a non-exclusive licence to host, display, format and promote that content as reasonably necessary to operate and market the relevant listing. Vendors must have the rights needed to grant that licence.

We may remove content that infringes rights, breaches these Terms or appears unlawful, subject to applicable law and any appropriate review process.

We process personal data in accordance with the Nigeria Data Protection Act 2023 and other applicable laws. Our Privacy Notice explains what data we collect, why we use it, our lawful bases, who receives it, how long we keep it, any relevant international transfers and the rights available to you.

We may process data as reasonably necessary to create accounts, manage bookings, verify Vendors, prevent fraud, process payments, provide support, comply with law and resolve disputes. Accepting these Terms is not blanket consent for every possible use of your data.

You may exercise your data protection rights by contacting us at vayla7217@gmail.com, subject to legal conditions and exceptions. Vendors and Agents may use customer information only for authorised purposes and must protect it.

The Platform may use third-party payment, communications, mapping, hosting, analytics and other services. Those services may have their own terms and privacy notices. Vayla is not responsible for every independent act or omission of a third party, but this does not exclude responsibility for our own conduct or duties imposed by law.

We may carry out maintenance or experience temporary interruptions due to technical issues, telecommunications failures, payment-provider outages, security incidents or events outside our reasonable control. We will take reasonable steps to address material interruptions. A technical interruption does not automatically cancel a confirmed booking or remove a refund obligation.

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law. Vayla remains responsible for its own representations, contractual commitments and legally imposed duties.

Subject to applicable law, Vayla is not responsible for loss caused solely by an independent third party where Vayla has not breached an applicable duty and the law does not otherwise impose responsibility on Vayla.

Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury where exclusion is prohibited, wilful misconduct where non-excludable, or any other liability that cannot lawfully be excluded. Any additional limitation of liability must be lawful, fair and clearly disclosed.

You may stop using the Platform and ask us to close your account through our support channel. We may suspend or terminate access for a material breach, credible fraud concerns, security threats or unlawful activity.

Where practicable, we will explain the reason for a restriction and provide an appropriate way to request a review. Immediate temporary action may be necessary to protect users, prevent fraud or comply with law.

Closing an account does not cancel existing booking obligations, remove accrued lawful rights or extinguish valid refund entitlements. We may retain information for lawful accounting, security, regulatory and dispute-resolution purposes in accordance with our Privacy Notice.

A party will not be responsible for delay to the extent directly caused by an exceptional event beyond its reasonable control that could not reasonably have been avoided or overcome. The affected party should take reasonable steps to reduce the impact and notify affected parties where practicable.

This section does not automatically remove payment, refund or consumer rights that remain applicable under law or the booking terms.

If you have a booking, payment, Vendor or Platform complaint, email vayla7217@gmail.com or call +234 813 655 2541. Include your booking reference, the relevant dates, a description of the issue and any supporting records you have.

We will assess complaints within a reasonable period, request relevant information and tell you about material delays. Where appropriate, we may work with the Vendor to investigate and seek a resolution.

Unresolved disputes may be referred to an appropriate consumer protection body, regulator, mediation service, tribunal or court with jurisdiction. Any alternative dispute resolution process must not prevent you from exercising a statutory right or accessing a competent court where legally entitled.

These Terms are governed by the laws of the Federal Republic of Nigeria, subject to mandatory laws that apply to the relevant transaction. Disputes may be brought before a court or other forum with jurisdiction under applicable law. Nothing in these Terms gives jurisdiction to a forum that otherwise lacks it or prevents access to a competent regulator or statutory dispute-resolution body.

We may update these Terms to reflect changes in law, our services, security requirements or operations. The current version and its effective date will always be available on the Platform. We will give reasonable notice of material changes and obtain affirmative consent where required by law.

Changes will not retrospectively remove accrued rights or materially alter a confirmed booking without a lawful basis and any consent required.

If a provision is found invalid or unenforceable, it will be severed to the extent permitted by law and the remaining provisions will continue where possible. Failure to enforce a provision immediately does not necessarily waive the right to enforce it later.

Vendors and Agents are not Vayla employees or partners merely because they use the Platform. A party may not transfer rights or obligations except as permitted by the applicable agreement and law. Headings are for convenience and do not affect interpretation.