Guest Conflict Resolution Policy
We protect honest guests, maintain fair host accountability, and build a trusted Nigerian short-let ecosystem through transparency, speed, and evidence-based resolution.
Purpose
The LibraX Guest Conflict Resolution Policy is designed to protect guests from unsafe, misleading, unfair, or non-compliant booking experiences while maintaining a transparent and balanced short-let ecosystem across Nigeria. This policy ensures guests receive properties as advertised, safety and habitability standards are maintained, refunds and disputes are handled fairly, hosts remain accountable to operational standards, and Nigerian utility and infrastructure realities are considered.
LibraX Guest Protection Principles
Transparency: guests must receive accurate property information before booking.
Evidence-based resolution: all complaints and disputes are resolved using evidence — photos, videos, time-stamped records, chat history, utility evidence, security reports, or access logs.
Mediation first: LibraX first attempts to mediate disputes fairly between guests and hosts before applying penalties.
Habitability standard: all listed properties must remain safe, functional, and habitable — especially regarding electricity, water, security, and sanitation.
Guest Reporting Timelines
| Issue Type | Reporting Window |
|---|---|
| Unable to access property | Immediately |
| Safety / security issue | Immediately |
| No electricity / water | Within 2 hours |
| Cleanliness issue | Within 6 hours of check-in |
| Missing amenities | Within 12 hours |
| WiFi / internet issue | Within 12 hours |
| Host misconduct | During active stay |
| Refund / payment dispute | Within 48 hours |
Property Misrepresentation Policy
Hosts must accurately represent property condition, amenities, location, utility standards, room count, and accessibility. Examples of misrepresentation include a property significantly different from photos, wrong location, missing amenities, fake utility claims, undisclosed shared spaces, or unsafe condition.
| Severity | Resolution |
|---|---|
| Minor issue | Compensation credit |
| Moderate issue | Partial refund |
| Severe issue | Full refund and/or relocation |
Electricity & Water Protection Policy (Nigeria Utility Standard)
This is one of LibraX’s core operational standards. Properties advertising 24-hour electricity, constant water, backup power systems, or stable internet must maintain reasonable operational consistency.
- Electricity failure standard: a property may be non-compliant if a power outage exceeds 6 continuous hours, or 10 cumulative hours within 24 hours without backup.
- Water failure standard: a property may be non-compliant if there is no usable water access exceeding 4 continuous hours.
| Issue Severity | Possible Resolution |
|---|---|
| Temporary inconvenience | Compensation credit |
| Repeated outages | Partial refund |
| Severe utility failure | Relocation or refund |
| False utility advertising | Host penalties |
Property Access Failure Policy
Guests must be able to access booked properties safely and reasonably upon arrival. Examples include an unreachable host, wrong access code, occupied property, or delayed check-in beyond a reasonable period. LibraX may provide host escalation, alternative accommodation support, partial/full refund, or emergency relocation assistance.
Safety & Security Protection
Guests have the right to safe accommodation, reasonable privacy, and a secure environment. Serious violations include unauthorised host entry, threats or harassment, unsafe building conditions, fraudulent listings, and violent behaviour. LibraX may provide immediate cancellation, emergency relocation, full refund, host suspension, and law enforcement cooperation where necessary.
Cleanliness & Sanitation Standards
Properties must be reasonably clean, sanitised, and prepared before check-in. Non-compliance examples include dirty bathrooms, unwashed linens, pest infestation, strong odour, and trash accumulation.
| Severity | Resolution |
|---|---|
| Minor issue | Host correction opportunity |
| Moderate issue | Partial refund |
| Severe issue | Relocation / full refund |
Host Misconduct Policy
Hosts may not harass guests, demand unauthorised payments, enter the property without permission (except emergencies), threaten guests, or discriminate unfairly. Possible LibraX actions include warnings, listing penalties, suspension, or permanent removal.
Refund Protection Policy
Guest refunds are evaluated based on the cancellation policy, severity of the issue, evidence submitted, and timeline of the complaint.
Guests should avoid off-platform payments or private refund arrangements. Platform protections may be limited outside LibraX systems.
Long-Term Stay Guest Protection
Before check-in: guests receive a 48-hour full cancellation window. After 48 hours, 50% of the first 30 nights becomes non-refundable.
After check-in: once the stay begins, the next 30 nights become non-refundable. Unused nights beyond the locked period may qualify for a refund.
Noise, Party & Rule Violation Policy
Guests must respect property rules, estate/community rules, and occupancy limits. Unauthorised parties, events, or excessive disturbance may result in immediate cancellation, removal without refund, or account penalties.
Illegal Activity Policy
Guests may not use LibraX properties for fraud, cybercrime, drug activity, human trafficking, violence, prostitution-related activity, or financial scams. LibraX may terminate the stay immediately, suspend the account permanently, and cooperate with authorities.
Emergency Relocation Policy
LibraX may provide relocation assistance where a property becomes unsafe, fraudulent, uninhabitable, or severely non-compliant. Relocation support depends on availability, severity, and booking category.
Guest Resolution Process
| Step | Action |
|---|---|
| 1 — Report Issue | Guest submits a complaint, evidence, and timeline |
| 2 — Host Response Window | Active stay issues within 1 hour; non-urgent within 6 hours |
| 3 — LibraX Mediation | Reviews evidence, listing details, communication history, and operational standards |
| 4 — Resolution Decision | No action, compensation credit, partial/full refund, relocation support, or host warning/suspension |
Refund Processing Timeline
| Refund Type | Timeline |
|---|---|
| Standard cancellation refund | 1–5 business days |
| Partial dispute refund | 3–7 business days |
| Escalated dispute refund | 7–14 business days |
Guest Responsibilities
Guests are expected to respect property rules and neighbours/community, avoid property damage, report issues honestly, and use platform systems responsibly. Fraudulent or abusive complaints may result in refund denial, account warnings, or suspension.
Final Decision Rights
LibraX reserves the right to make final dispute decisions based on evidence, safety concerns, platform integrity, and community trust.