Legal · Tulo Africa · Updated July 2026
Refunds &
cancellations.
What happens to your money when plans change. Because you never pay the property through Tulo, there is less of it to explain than you might expect.
You never pay the property through Tulo, so cancelling costs you nothing further through us. The only thing we can refund is our own reservation fee, and we refund it in full, automatically, whenever we fail to deliver the booking.
THE SHORT VERSIONWhat you pay through Tulo
- Guests: a booking reservation fee, shown clearly before you pay, charged in Zambian Kwacha by card or mobile money through our payment partner. Your room is paid directly to the property.
- Accommodation providers: a subscription for the Tulo Property Console (reservations, rates, availability and front-desk tools).
When the fee is refunded, in full and automatically
- Your booking is not confirmed by the property within the confirmation window. The charge is reversed without you needing to ask.
- The property cancels or cannot honor a confirmed booking. You get a full refund and we help you rebook.
- You were charged twice, or charged due to a technical error.
When it is not refunded
The booking service is delivered the moment your booking is confirmed. The reservation fee is therefore not refunded if you cancel your stay, change your plans, arrive late, leave early, or do not show up.
Cancelling your stay
Cancel in the app or contact the property directly, as early as you can. Because you have not paid the property anything through Tulo, cancelling costs you nothing further through us.
Any deposits or charges agreed directly with the property are governed by that property's own cancellation policy, which the property communicates to you. We ask the properties we work with to honor cancellations made at least 24 hours before check-in without penalty.
Property subscriptions
- Cancel anytime: future renewals stop and your console access continues until the end of the period you have paid for.
- We do not offer pro-rata refunds for unused subscription time.
- Duplicate or erroneous subscription charges are refunded in full.
How refunds are paid
Refunds always go back to the payment method you used. Mobile money refunds typically arrive within 5 business days. Card refunds typically take 7 to 14 business days depending on your issuing bank. We confirm by email when a refund has been processed.
How to request a refund
Email support@mail.tulo.homes with your booking reference, or the phone number and property you booked. Please raise refund requests within 30 days of the charge. We respond within 3 business days.
Who we are
Tulo is operated by Atlas Creative House, a technology company based in Lusaka, Zambia. This policy is governed by the laws of the Republic of Zambia. Support: support@mail.tulo.homes. Legal questions: legal@mail.tulo.homes.
Last updated July 2026 · Tulo Africa, a product of Atlas Creative House · 4th Street, Ibex Hill, Lusaka, Zambia