How can we help?
Answers about bookings, payments, disputes and stays — plus 24/7 live chat with our concierge desk.
- Booking & reservations
- Payments, invoices & tax
- Hosting on Jollof Living
- Trust, safety & disputes
- Account, ID & security
- Using the app
Frequently asked questions
What are the cancellation policies?
Three transparent tiers: Flexible (full refund up to 48h before check-in), Moderate (full refund up to 5 days, 50% after), and Strict (50% up to 14 days). Each listing shows its policy clearly before you book.
How do escrow payments work?
Your payment is held securely by Jollof Living and released to the host only after you confirm check-in. If the property isn't as described, our Dispute Resolution Centre and 24/7 team step in.
Can I split payments on long stays?
Yes. For stays of 30 nights or more you can pay in two installments — 50% at booking and 50% at check-in — easing the financial burden of long-term luxury living.
What does Jollof Verified mean?
Properties that pass an in-person or video inspection earn the Jollof Verified badge. Every host also completes full KYC identity verification, and every listing is screened by our AI moderation systems.
Do I need an extended-stay agreement?
For 30+ night stays we generate a digital lease-style agreement with clear terms — signed securely in-app, with a copy stored in your encrypted documents vault.
What payment methods do you accept?
Cards (Visa, Mastercard, Verve), bank transfer, USSD, mobile money, Paystack, Flutterwave, Stripe, Apple Pay and Google Pay — in NGN, USD, GBP or EUR with real-time exchange rates.
How is my identity verified?
Three steps: government ID upload, a selfie match, and phone/SMS verification. Verified guests unlock instant booking on more residences and build trust with hosts.
Can I host an event at a residence?
Selected listings (marked 'Event Hosting') accept intimate events — birthdays, proposals, small retreats. Always request approval at booking; strict noise policies apply after 10pm.
What is Jollof Points and how do I earn them?
Earn points per night based on your membership tier (5×–15×). Redeem for discounts, late check-outs, upgrades and experiences. Your ledger is in your account.
How do I become a host?
Start the listing wizard — you'll be guided step by step through details, pricing, policies and photos. Our team then verifies and (on request) photographs your property. You can earn from your first booking.
Is there help if something goes wrong?
24/7 support on chat, phone and WhatsApp, an in-app dispute resolution centre, and one-tap emergency assistance. Median first response is under 3 minutes.
Do you support corporate travel?
Jollof Living for Business provides centralized billing, PO numbers, travel policy enforcement, monthly invoicing and a dedicated account manager. Bookings count toward your company's travel dashboard.