Cancellation policy

You can cancel a stay yourself from your bookings at any point before the day you were due to arrive. No need to write to us first.

Your dates are released the moment you cancel, so somebody else can book them straight away. That is deliberate, and it is why we ask you to cancel rather than simply not turn up.

Once a stay has begun, it can no longer be cancelled on the site. If something has gone wrong mid-stay, speak to reception or write to bookings@tesagardens.com and we will deal with it directly.

Cancel more than 48 hours before your check-in time and we refund the full amount you paid, in its entirety. There is no cancellation charge and no administration fee.

Cancel within 48 hours of check-in and the booking is not refundable. You are still welcome to cancel so the apartment can be re-let, but no money is returned.

If you have not paid yet, cancelling costs you nothing at all — an unpaid booking is only a hold on the dates.

Refunds are not automatic. We review each cancellation and then send the refund through Paystack, back to the account or mobile money number the payment came from. It cannot be redirected somewhere else.

Once we have sent it, how quickly it lands is up to your bank or mobile money provider — usually a few working days, occasionally longer. If a week passes and you have seen nothing, write to us with your booking reference and we will chase it.

You are refunded the exact sum that left your account, in Ghana Cedis. Because we refund the cedi amount charged rather than reconverting from dollars, a movement in the exchange rate between your booking and your refund cannot leave you short.

If your plans have shifted rather than fallen through, write to us before cancelling. Moving a booking is usually easier than cancelling and rebooking, and if we can move you to dates that are free we will, at no charge.

Where the new dates cost more than the old ones, you pay the difference. Where they cost less, we refund it.

If we cancel a confirmed booking for any reason, you get a full refund regardless of how close to arrival it is, and we will help you find somewhere else.

One case is handled automatically. If your payment succeeds at the very moment the last matching apartment is taken by someone else, the system refunds you in full without waiting for anyone to notice, and flags the booking for us to contact you.

If you neither arrive nor cancel, the booking is treated as a cancellation inside the 48-hour window and is not refundable.

If you are simply going to be late, tell us — reception is staffed around the clock and a late arrival is not a problem when we are expecting you.