Refunds &
cancellations.

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.

• The reservation fee holds your room while the property confirms your booking.
• The fee is never refunded automatically, including when the property does not confirm or cannot honor your booking.
• If something went wrong, for example you were charged twice or charged due to a technical error, contact Tulo support. Refunds are handled by hand, case by case.

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.

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.

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.

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.

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.