Host Cancellation Policy
LibraX recognises that guests look forward to their stays and that the quality of every booking experience begins long before check-in. While unforeseen circumstances can sometimes make it necessary for a host to cancel a confirmed reservation, such cancellations have a direct and often significant impact on guests, on the wider host community, and on the trust and integrity of the LibraX platform.
This policy sets out the responsibilities of hosts when a cancellation occurs, the fees and consequences that may be applied, the circumstances under which those consequences may be waived, and the actions hosts should take to manage any situation where a reservation cannot be honoured.
What to Do If You Need to Cancel
The moment you become aware that you will not be able to honour a confirmed booking, your first and most important step is to reach out to your guest immediately. Notifying them without delay gives them the best possible chance to make alternative arrangements and minimises the disruption to their travel plans.
Once a cancellation is confirmed, the guest is notified automatically via email and provided with rebooking options for comparable listings. The host will not receive any payout for the cancelled reservation, and the guest will be entitled to a full refund.
Cancellations made within 24 hours of the scheduled check-in time, or after a guest has already begun their stay, are treated as urgent cases. Hosts must contact LibraX support directly for assistance in handling these situations.
Cancellation Fees
Where a host cancels a confirmed reservation, or is found to bear responsibility for a cancellation under this policy, LibraX will impose a cancellation fee. These fees are calibrated to reflect both the timing of the cancellation and the nature of the booking — short-term or long-term. The minimum cancellation fee is NGN 30,000, regardless of the reservation value. All fees are deducted from the host’s next scheduled payout(s), and hosts will receive no payout for the cancelled reservation under any circumstances.
Short-Term Stays (Fewer than 28 Nights)
| When Cancellation Occurs | Fee Applied | Basis |
|---|---|---|
| More than 14 days before check-in | 5% of reservation amount | Total reservation amount |
| Between 7 and 14 days before check-in | 10% of reservation amount | Total reservation amount |
| Less than 7 days before check-in | 15% of reservation amount | Total reservation amount |
| On the day of check-in or after | 25% of reservation amount | Nights not yet stayed |
Worked example — booking date May 1, check-in June 1, 10 nights at NGN 20,000/night (NGN 200,000 total):
| Cancellation Timing | Fee | Outcome |
|---|---|---|
| May 10 (22 days before check-in) | NGN 10,000 (5%) | Host payout: NGN 0 · Guest: full refund |
| May 20 (12 days before check-in) | NGN 20,000 (10%) | Host payout: NGN 0 · Guest: full refund |
| May 26 (6 days before check-in) | NGN 30,000 (minimum threshold) | Host payout: NGN 0 · Guest: full refund |
| June 3 (2 nights stayed, 8 remain) | NGN 40,000 (25% of NGN 160,000) | Guest: full refund for 8 unused nights + emergency relocation |
Long-Term Stays (28 Nights or More)
Cancellation fees are calculated as a percentage of the entire booking value. For cancellations on or after check-in, the fee applies to the remaining booking value at the time of cancellation.
| When Cancellation Occurs | Fee Applied | Basis |
|---|---|---|
| More than 30 days before check-in | 5% of total value | Total reservation amount |
| Between 14 and 30 days before check-in | 10% of total value | Total reservation amount |
| Less than 14 days before check-in | 15% of total value | Total reservation amount |
| On check-in day or after (mid-stay) | 25% of remaining value | All nights not yet stayed |
Worked example — booking date May 1, stay July 1–Aug 30 (60 nights) at NGN 50,000/night (NGN 3,000,000 total):
| Cancellation Timing | Fee | Outcome |
|---|---|---|
| May 15 (47 days before check-in) | NGN 150,000 (5%) | Host payout: NGN 0 · Guest: full refund |
| June 10 (21 days before check-in) | NGN 300,000 (10%) | Host payout: NGN 0 · Guest: full refund |
| June 22 (9 days before check-in) | NGN 450,000 (15%) | Host payout: NGN 0 · Guest: full refund |
| July 15 (14 nights stayed, 46 remain) | NGN 575,000 (25% of NGN 2,300,000) | Host settled for spent nights only · Guest: full refund for 46 nights + relocation support |
Situations in Which Fees May Be Waived
LibraX recognises that there are genuine circumstances beyond a host’s control that may necessitate a cancellation. In such cases, we may choose to waive the fees outlined in this policy. Qualifying situations typically include Major Disruptive Events or other verifiable circumstances that directly prevent a host from honouring the reservation.
Major Disruptive Events
Extraordinary, unforeseen events beyond the host’s reasonable control that make it impossible or commercially impracticable to honour a confirmed reservation. These include, but are not limited to:
- Natural disasters: earthquakes, floods, hurricanes, wildfires, volcanic eruptions, or other severe weather that directly renders the property uninhabitable or inaccessible.
- Government actions: mandatory evacuation orders, travel bans, border closures, curfews, or other restrictions that prevent fulfilment of the booking.
- Public health emergencies: declared pandemics, epidemics, or other crises resulting in legal restrictions on short-term rentals or travel.
- War, civil unrest, or terrorism: armed conflict, insurrection, acts of terrorism, or civil unrest directly impacting the safety or accessibility of the property.
- Major infrastructure failures: extended and unplanned outages of essential utilities (water, electricity, sewage) rendering the property uninhabitable, provided not caused by the host’s own actions or negligence.
- Death or serious illness: of the host or an immediate family member (spouse, child, parent, or sibling) requiring the host’s immediate presence.
This list is illustrative and not exhaustive. LibraX reserves the right to determine, on a case-by-case basis, whether an event qualifies. For clarity, normal wear and tear, mechanical breakdowns (e.g. air conditioning failure), routine maintenance, double-booking by the host, or general business or financial difficulties do not constitute Major Disruptive Events.
Fee Waiver Process
Hosts seeking a fee waiver must provide relevant documentation or supporting evidence to substantiate their claim — official government notices, medical certificates, insurance reports, photographs, or other verifiable documentation as reasonably requested by LibraX. LibraX assesses each request on the basis of the available information. Waiver requests must be submitted within 14 days of the cancellation date.
Even where fees are waived, other consequences may still apply — such as blocking the listing’s calendar on the affected dates. Regardless of whether any fee or consequence is waived, the host will not receive a payout for the cancelled reservation under any circumstances.
Other Consequences of Cancellation
Calendar Blocking
When a confirmed reservation is cancelled, LibraX may prevent the affected listing from accepting any new reservations on the same dates. This ensures guests searching for availability are not misled and that cancelled dates are not immediately re-listed at potentially higher prices.
Listing or Account Suspension
Hosts who cancel confirmed bookings without a valid and documented reason may face further consequences, including temporary or permanent suspension of their listing or account. Hosts who hold special status or verification on the platform may also lose those designations as a result of repeated or unjustified cancellations.
When a Host Is Found Responsible for a Cancellation
A host may be held responsible for a cancellation even when it is technically the guest who initiates it, if the reason stems from conditions at the listing that are grossly and materially different from how it was presented at the time of booking. In such cases, the fees and consequences set out in this policy apply in full, regardless of who formally triggered the cancellation. Examples include:
- Double-booking a listing, resulting in the guest being unable to check in.
- Substituting a different property for the one originally booked, without prior consent.
- Gross listing inaccuracies that materially disrupt a guest’s stay — for example, advertising a swimming pool that is not available for guest use.
General Host Obligations
Cancel promptly. If a host becomes aware that they cannot honour a reservation — for whatever reason — it is their responsibility to cancel promptly. Delayed cancellations reduce the guest’s ability to make alternative plans and are treated more seriously under this policy.
Do not pressure guests to cancel. Under no circumstances should a host encourage, pressure, or incentivise a guest to cancel on their behalf. Any attempt by a host to offload a cancellation onto a guest in order to avoid fees or consequences is a violation of LibraX’s platform standards and may itself result in penalties.
We understand that life is unpredictable. Our goal is not to penalise hosts unnecessarily, but to ensure that guests are protected and that the LibraX marketplace remains one that both hosts and guests can rely on.