Travel plans can change. This policy explains how requests to cancel, amend or obtain a refund are handled for consultancy services and travel arrangements made through The Border Concierge Limited. The outcome depends on what has been provided, which suppliers are involved and your rights under applicable law.
Scope of this policy
This policy applies to cancellations, amendments and refunds requested in connection with services arranged through The Border Concierge Limited, including visa consultancy, documentation support, flight ticketing, accommodation, travel packages, transfers, tours and group or corporate travel coordination.
The quotation, booking confirmation, material supplier rules disclosed for the booking and applicable law determine the specific entitlement. This policy does not replace rights you have under Nigerian consumer-protection law or other applicable mandatory rules.
Before you confirm a booking
Before you pay, review the quotation and any restrictions on cancellation, rescheduling, name changes or refunds. Some promotional fares, hotel rates and time-sensitive travel arrangements carry restrictions. Any material restriction affecting a refund or cancellation should be disclosed in writing before confirmation, as required by law.
An enquiry alone does not constitute a booking. Where no supplier reservation has been placed and no paid consultancy service has begun, please notify us that you do not wish to proceed.
Cancelling consultancy services
If you ask to cancel visa consultancy, document review, travel planning or another service provided directly by our team, we will consider the work completed, commitments already reasonably incurred and the timing of your request.
- Before work begins: where payment has been made but the service has not started, you may request cancellation and a refund, subject only to charges lawfully and reasonably applicable in the circumstances.
- After work begins: any refund will take account of services already performed and reasonable, lawful costs incurred.
- Where work is not delivered as agreed: we will assess appropriate correction, re-performance, refund or other remedy under the agreement and applicable consumer law.
Fees for work already completed are not automatically refunded simply because a traveller's plans change; equally, a “non-refundable” description cannot override a refund or remedy required by law.
Visa application outcomes
Visa approvals are not guaranteed. Decisions and processing timelines are controlled by embassies, consulates or immigration authorities. A visa refusal does not, by itself, mean that a properly delivered consultancy service is refundable.
Government visa application charges, appointment fees and third-party processing charges may be subject to separate rules. We will explain whether any such amount is recoverable and assist with the relevant procedure where our role and the applicable rules allow.
If a service was not delivered with reasonable care or as agreed, your legal rights are not affected by the eventual visa decision.
Flights, hotels and travel packages
Refunds for flights, accommodation, transfers, excursions and packages depend on the conditions of the specific supplier and the circumstances of the cancellation, subject to applicable law.
- Airline tickets: fare rules may restrict cancellations, impose change fees or require the airline to authorise a refund. Refundable taxes or other amounts may still be recoverable, depending on the rules and law.
- Accommodation: some reservations allow free cancellation within a stated period; others require notice or have limited refund rights.
- Packages and group travel: different suppliers may have separate deposits, deadlines and cancellation terms. We will identify the relevant terms when confirming the arrangement.
When a booking combines our own services with independent supplier components, each charge may need to be assessed separately. We will communicate the basis of any proposed deduction or non-recoverable amount.
Changes, rebooking and no-shows
If you wish to change travel dates, routes, names, accommodation or other arrangements, contact us before taking further action. Changes may involve supplier fees, any difference in fare or accommodation price, and reasonable service charges where previously disclosed and lawful.
Failure to use a confirmed service or to arrive on time may be treated as a no-show by the supplier and can reduce or eliminate a contractual refund, subject to mandatory consumer rights. Please notify us as soon as possible so we can explore available options.
Supplier cancellations or disruption
If an airline, accommodation provider or another supplier cancels or materially changes an arrangement, contact us promptly. We will review the provider's available rebooking, credit or refund options and help you make a request where appropriate.
Where the cancellation or disruption gives you a right to a refund or another remedy under applicable law, we will not rely on a supplier's standard terms to deny that right. Processing may require confirmation or funds from the supplier, but this does not remove any legal obligation that applies to us.
Special circumstances and reasonable charges
Cancellation charges must be reasonable and lawful in the circumstances. Under section 120 of Nigeria's Federal Competition and Consumer Protection Act, 2018, consumers have rights relating to advance bookings and reservations, including limits on reasonable cancellation charges.
That section also provides that a cancellation fee must not be imposed in respect of a booking, reservation or order when the consumer cannot honour it because of the death or hospitalisation of the person for whose benefit it was made. Evidence may reasonably be requested to assess a claim. Other supplier charges or refund entitlements will be handled according to applicable law.
Nothing in this policy limits additional rights provided by applicable laws in Nigeria or in the country relevant to the travel service.
How to request a refund or change
Send a written request to [email protected] as early as possible. Include:
- Your full name and the contact details used for the original booking or service.
- The quotation, invoice or booking reference, where one exists.
- The service or reservation you want to cancel or change and the relevant travel date.
- A brief explanation of the request and any documents relevant to the circumstances.
We will review the request, identify any applicable supplier rules and legal requirements, and communicate the available options and the basis of any proposed charges or deductions. Do not send sensitive identity or financial documents by ordinary email unless our team has specifically directed you to an appropriate secure method.
Refund method and processing
Where a refund is approved or required by law, we will confirm the amount and applicable processing steps. Refunds will generally be returned through the original payment route where practicable and lawful, or by another verified method agreed with you.
Timing may depend on the original payment provider, bank or travel supplier. We will communicate material delays that come to our attention and provide status information when requested. Statutory deadlines, where applicable, take priority.
Disputes and customer rights
If you disagree with a refund decision, please reply with the relevant details so we can reconsider it. You may contact us at [email protected].
You may also seek advice or make a complaint to the Federal Competition and Consumer Protection Commission or another competent authority where appropriate. No part of this policy excludes rights or remedies that cannot lawfully be excluded.
Policy updates
We may update this policy to reflect changes in our services or law. The updated version will be published here. For an existing confirmed booking, the agreed booking conditions and applicable law determine how changes to policy terms may apply.