At Otto Travels, a travel consultancy and experience curation brand operated by Otto Global Integrated Business Hub, we aim to provide clear and transparent information about our fees, bookings, cancellations and refunds.

Because our services may involve both professional services provided directly by Otto Travels and travel products supplied by third parties, refund eligibility depends on the nature of the payment and the terms applicable to the particular service.

This Refund Policy should be read together with our Terms & Conditions and any quotation, proposal, invoice or booking terms provided to you.

1. Professional Planning and Service Fees

Otto Travels may charge professional fees for travel planning, consultation, itinerary design, research, coordination, concierge services, visa assistance and other professional services.

These fees compensate us for the time, expertise, research, planning, coordination and administrative work involved in providing the service.

Once work has commenced:

Professional and planning fees are generally non-refundable.

This applies whether or not the client ultimately proceeds with the trip, provided that Otto Travels has already commenced the agreed work.

Examples of work that may constitute commencement of service include:

• Travel research

• Itinerary development

• Destination research

• Supplier communication

• Hotel or flight research

• Booking coordination

• Visa consultation

• Document review

• Application preparation

• Travel logistics coordination

• Concierge planning

• Event or group travel coordination

• Other work specifically agreed with the client

Where a service has not yet commenced, any refund or cancellation request will be considered based on the specific circumstances and the terms communicated to the client.

2. Third-Party Travel Costs

Payments made toward third-party travel services are treated separately from Otto Travels' professional fees.

These may include:

• Flights

• Hotels and accommodation

• Car rentals

• Airport transfers

• Tours and activities

• Travel insurance

• Visa and application fees

• Event tickets

• Transportation

• Destination experiences

• Other supplier services

Refunds for these services are subject to the cancellation, amendment and refund policies of the relevant supplier.

A payment made to Otto Travels for a third-party service does not automatically mean that the amount is refundable.

Where a supplier permits a refund, Otto Travels will assist with processing or coordinating the refund in accordance with the supplier's applicable terms.

3. Supplier Cancellation Charges

Where a client cancels or changes a booking, any applicable charges imposed by the relevant supplier may be deducted from the amount refundable.

These may include:

• Airline cancellation penalties

• Fare differences

• Hotel cancellation charges

• Non-refundable accommodation deposits

• Supplier administrative fees

• Activity or tour cancellation fees

• Transportation cancellation fees

• Visa application fees

• Insurance premiums

• Payment-processing charges

• Other non-refundable third-party costs

Where a supplier has retained an amount in accordance with its terms, Otto Travels cannot refund that amount to the client.

4. Refund of Unused Funds

Where Otto Travels is holding funds belonging to a client that have not been used for the agreed services, the unused balance may be refundable after all applicable obligations, supplier charges and outstanding fees have been accounted for.

Where applicable, any refund will be calculated as:

Amount received
− Amount properly applied to services or bookings
− Non-refundable supplier charges
− Applicable transaction/payment-processing charges
− Outstanding fees or costs due to Otto Travels
= Refundable balance

5. Transaction and Payment-Processing Fees

Payment-processing or transaction fees charged in connection with a payment may be non-refundable.

Where such a fee has already been charged by a payment provider and is not returned to Otto Travels when a transaction is reversed or refunded, that amount may be deducted from the client's refund.

Where a transaction fee is specifically identified on an invoice or payment request, it will be treated as part of the cost of processing the payment and may not be refundable.

6. Refunds to the Original Payment Source

Where a refund is approved, refunds will generally be made to the same payment method, account or financial source from which the original payment was received.

For example:

• A payment made from a bank account will ordinarily be refunded to that account.

• A card payment will ordinarily be refunded through the relevant payment processor to the original card.

• A payment made through a payment platform will ordinarily be refunded through that platform or its applicable process.

Otto Travels will generally not redirect a refund to a different person's bank account or payment method.

The name of the person or entity receiving the refund should correspond with the original payer/account holder, subject to applicable payment-provider requirements.

This policy is intended to protect both the client and Otto Travels against payment fraud and unauthorised refund requests.

7. Refund Processing Time

Once a refund has been approved and all necessary information has been received, Otto Travels will initiate the refund within a reasonable processing period.

The time it takes for the refunded funds to appear in the client's account may depend on the relevant bank, payment processor, card issuer or third-party supplier.

Where the refund is being processed by a third-party supplier, Otto Travels cannot guarantee the supplier's processing timeline.

Clients will be informed where a refund is dependent on a supplier or payment provider.

8. Visa Fees and Visa Assistance

Visa-related payments are treated separately from Otto Travels' professional fees.

Government, embassy, consular, visa application-centre and other official visa fees are generally non-refundable once paid, subject to the rules of the relevant authority.

A visa refusal does not automatically create a right to a refund of government or third-party visa fees.

Otto Travels' professional fee for visa consultation, document review, application assistance or related services is generally non-refundable once the agreed work has commenced.

UK and Canada visa services

Where Otto Travels specifically agrees in writing to accept a 75% initial payment for UK or Canada visa assistance, the remaining balance must be paid in accordance with the agreed payment schedule before submission of the application.

Any refund consideration will be based on the work already completed and the terms communicated to the client.

9. Visa Approval

Otto Travels does not control the decision of any embassy, consulate, immigration authority or visa-issuing authority.

Payment for visa assistance does not guarantee visa approval.

A visa refusal, delay, request for additional documentation or other decision by the relevant authority does not automatically entitle the client to a refund of Otto Travels' professional fee or third-party fees already incurred.

Where a client provides false, misleading or incomplete information, Otto Travels is not responsible for the consequences arising from that information.

10. Cancellation by the Client

A client who wishes to cancel a service or booking should notify Otto Travels as soon as possible in writing.

The applicable refund will depend on:

• The type of service purchased
• Whether Otto Travels has commenced work
• The terms of the client's quotation or proposal
• The terms of the relevant third-party supplier
• Amounts already paid to suppliers
• Cancellation deadlines
• Non-refundable charges
• Applicable transaction fees
• Any other costs already incurred on behalf of the client

Cancellation does not automatically entitle the client to a full refund.

11. Cancellation by Otto Travels

In circumstances where Otto Travels is unable to provide a service that has been paid for and no suitable alternative can reasonably be provided, Otto Travels will consider an appropriate refund of the amount paid for the affected service, subject to any amounts already properly paid or committed to third-party suppliers.

Where a service is cancelled because of a client's conduct, failure to provide required information, failure to make required payments or other circumstances attributable to the client, the applicable cancellation and refund terms will apply.

12. Supplier Cancellation or Travel Disruption

If an airline, hotel, transportation provider, tour operator or other supplier cancels or materially changes a service, Otto Travels will assist the client within the scope of the service agreed.

Any refund, credit, rebooking or alternative arrangement will be subject to the supplier's applicable policy and any rights available to the client under applicable law.

Where the supplier provides a refund, Otto Travels will coordinate the process as appropriate.

Otto Travels does not guarantee that a supplier will provide a full refund.

For air travel, applicable passenger rights and refund protections under Nigerian aviation regulations remain applicable. The Nigerian Civil Aviation Authority's Part 19 specifically addresses passenger rights and the obligations of airlines, travel agents and tour operators.

13. Force Majeure and Events Beyond Our Control

Where a trip or service is affected by circumstances beyond the reasonable control of Otto Travels, including but not limited to:

• Natural disasters
• Severe weather
• Government restrictions
• Border closures
• Civil unrest
• War
• Strikes
• Pandemics or public-health emergencies
• Airport closures
• Airline operational disruptions
• Security incidents
• Changes in immigration or travel regulations

any refund or credit will depend on the terms offered by the relevant supplier and applicable law.

Otto Travels will make reasonable efforts to assist the client in identifying available alternatives.

Any non-refundable costs already incurred may remain payable by the client.

14. Chargebacks and Payment Disputes

Clients are encouraged to contact Otto Travels directly before initiating a payment dispute or chargeback where there is a concern regarding a payment or service.

Where a client initiates a chargeback for a payment relating to services already provided or third-party bookings already made, Otto Travels may provide the relevant payment provider with documentation concerning the transaction and services supplied.

Nothing in this section limits any lawful right a client may have to dispute a transaction.

15. Refund Requests

Refund requests should be submitted in writing and should include:

• Client's full name
• Relevant invoice or booking reference
• Date and amount of payment
• Reason for the refund request
• Relevant supporting information or documentation

Otto Travels may request additional information before determining whether a refund is applicable.

16. Refund Eligibility

The existence of a payment does not by itself create an automatic right to a refund.

Each refund request will be assessed based on:

1. The service purchased;
2. The terms communicated to the client;
3. Whether the service has commenced;
4. Whether third-party services have already been purchased;
5. Applicable cancellation and refund conditions;
6. Any non-refundable costs already incurred; and
7. Applicable laws and regulations.

Where a refund is not available, Otto Travels will communicate the reason where reasonably possible.

17. No Double Refund

A client may not receive more than the amount actually refundable in relation to a particular service or booking.

Where a third-party supplier has already issued a refund, credit or alternative compensation for a cancelled service, the same amount will not be refunded again by Otto Travels.

18. Refunds and Outstanding Balances

Where a client has outstanding amounts due to Otto Travels or a third-party supplier, any approved refund may be applied first toward those outstanding amounts, where legally permissible and appropriate.

Only the remaining eligible balance will then be refunded.

19. Policy Changes

Otto Travels may update this Refund Policy from time to time to reflect changes in our services, supplier arrangements, payment systems or applicable laws and regulations.

The version applicable to a particular booking will generally be the version communicated or incorporated into the client's quotation, proposal, invoice or service agreement at the time of purchase, subject to applicable law.

20. Contact Us

For refund enquiries or requests, please contact:

Otto Travels
A travel brand of Otto Global Integrated Business Hub
28 Dele Ogunbowale Crescent, Lekki Lagos, Nigeria

Email: ottotravelsng@gmail.com; info@ottotravelsng.com
Website: ottotravelsng.com

Please include your invoice, booking or payment reference where available.