Legal terms and policies

These terms govern use of the TandohStay website and direct reservations for serviced hospitality stays operated by TandohStay in Ghana. “We”, “us” and “our” mean TandohStay; “you” and “guest” mean the booking guest and members of that guest’s party.

By submitting a reservation, you agree to these Terms of Service, the Booking and Stay Terms, Payments Terms, Cancellation and Refund Policy, and Guest Standards. The Privacy Notice explains necessary data processing and is not a separate contractual consent.

The booking guest must be at least 18 and legally able to enter an agreement. Information supplied for availability, identity, payment, occupancy, safety and access must be accurate and current. The booking guest is responsible for sharing applicable rules with all occupants and approved visitors.

A valid government-issued photo ID (Ghana Card, passport or driver's licence) matching the booking name may be requested at check-in, and access may be withheld until the staying party is identified. Details are handled under the Privacy Notice and kept only as long as necessary.

These terms are governed by the laws of the Republic of Ghana. Nothing excludes fraud, wilful misconduct, or a consumer, data-protection or other right that applicable law does not permit us to exclude. If one provision is unenforceable, the remainder continues to apply.

An enquiry, availability response, payment attempt or reservation reference does not confirm a stay. A reservation becomes binding only after the required payment is verified and TandohStay sends written confirmation identifying the stay, dates, occupancy and amount paid or due.

Review the confirmation promptly. Changes to dates, occupancy or stay length are subject to availability, current rates, minimum-stay rules and written approval. A reduction or date move may be treated as cancellation and rebooking.

Standard check-in begins at 3:00 PM and check-out is by 11:00 AM Ghana time (GMT), unless confirmed otherwise. Early arrival or late departure requires advance approval and may carry a disclosed fee.

Only registered guests may stay overnight. 4 guests included; maximum occupancy 5 with prior approval and an additional fee.

The accommodation is for temporary hospitality use. It may not be transferred, sublet, used as a permanent residence, or used for unlawful activity, commercial filming, parties or events without written approval.

We take reasonable care to describe and operate each stay accurately. Furnishings may change and amenities remain subject to maintenance, safety requirements and reasonable operating limits. Report any access, cleanliness, utility, maintenance or safety concern promptly and allow us a reasonable opportunity to assist.

Direct-booking charges are stated in Ghanaian cedis (GHS). Before payment, checkout will identify the accommodation amount and applicable taxes, service charges or approved extras. Foreign-currency figures are estimates; a guest’s bank determines conversion rates and independent charges.

Payments are processed through hosted systems provided by payment partners such as Paystack or Stripe. TandohStay receives transaction status and reference information but does not store full card numbers, card verification codes or online-banking credentials.

A failed, reversed or incomplete payment does not confirm a stay. If an account appears debited without confirmation, contact us with the transaction reference. Do not repeat payment until its status has been checked.

You confirm that you are authorised to use the selected payment method. Receipts and reservation records may be delivered electronically. Verified duplicate payments will be returned to the original method subject to processor timelines.

Unless a confirmation clearly states a different promotional or stay-specific condition, deadlines are measured from the scheduled 3:00 PM check-in time in Ghana.

• 14 or more days before check-in: 100% of the accommodation amount paid is refundable.
• 7 to 13 days before check-in: 50% of the accommodation amount paid is refundable.
• Fewer than 7 days before check-in, or a no-show: the accommodation amount is non-refundable.

Cancel through the Manage Booking page with your reservation reference and booking email, or email Bookings@tandohstay.com with the booking name and reservation reference. A self-service request takes effect when submitted; an email request takes effect when received by our system. We will acknowledge it in writing.

The page shows the refund due under the standard schedule before anything is cancelled. Approved refunds follow the method and timing below.

An approved refund is initiated to the original payment method within five business days. The payment provider or financial institution may need additional processing time. Refunds are calculated from the original GHS invoice. Independent exchange-rate differences, bank charges and foreign transaction fees are outside our control.

Gateway or administrative charges already incurred may be non-refundable where permitted and will be identified in the refund calculation. Applicable statutory taxes are adjusted proportionately.

Unused nights after check-in are ordinarily non-refundable. A documented severe emergency outside the guest’s reasonable control may be reviewed individually, but relief beyond this policy is discretionary unless required by law.

If we cannot provide a confirmed stay because of unavailability or a material issue within our responsibility, we will offer a reasonably comparable alternative or refund the amount paid for the unavailable stay without a cancellation fee.

Guests must respect neighbours, staff and other occupants. Quiet hours are 10:00 PM to 7:00 AM. Parties, unauthorised gatherings, disruptive behaviour, indoor smoking or vaping, illicit drugs and unlawful conduct are not permitted.

Keep keys and access codes secure, lock entry points when leaving, and do not disable alarms, locks or safety equipment. Report loss of access, hazards, faults or security concerns promptly. Children and vulnerable guests must be appropriately supervised.

Use furniture, appliances, utilities, parking and shared facilities responsibly. Ordinary wear is expected. Avoidable damage, missing items or cleaning beyond normal turnover may result in reasonable, itemised repair, replacement or specialist-cleaning costs supported by available evidence.

A serious or repeated breach may lead to proportionate action, including a warning, visitor restriction or ending the stay where necessary for safety, legality or protection of others.

A stay may require a refundable damage deposit, shown on the stay page and in the booking summary before payment. The deposit is pre-authorised before arrival — not charged — and is released in full within 7 days of checkout.

Where damage, missing items or extraordinary cleaning are found, we will share itemised evidence and deduct only reasonable costs before releasing the balance. Disputed deductions can be raised through the contact channels below within 14 days of release.

Guests should secure valuables and maintain appropriate travel insurance. If an item is found after departure, we will make reasonable efforts to identify and contact its owner. Collection, storage and prepaid return delivery will be arranged according to the item and practical circumstances. Unsafe, restricted, perishable or unidentified items may require different handling.

We may collect names, contact details, stay dates, guest count, correspondence, access requirements, transaction references, device and security logs, and identification where reasonably needed for verification, safety, fraud prevention or legal compliance.

Information is used to answer enquiries, manage reservations, process and reconcile payments, provide arrival and support communications, maintain security, prevent fraud, resolve complaints and refunds, keep accounting and tax records, and meet legal obligations. Marketing requires appropriate permission and may be stopped at any time.

Information is shared only where reasonably necessary with providers such as Paystack, Stripe, hosting and communication services, authorised on-site personnel, professional advisers and authorities acting under lawful powers. We do not sell or rent personal information.

Records are kept only as long as reasonably required for reservations, support, accounting, tax, security and legal-dispute purposes. We apply reasonable administrative and technical safeguards.

Subject to Ghana’s Data Protection Act, 2012 (Act 843), you may request access or correction, object to certain processing, withdraw consent where consent is the basis, or ask about deletion and retention. Email Bookings@tandohstay.com. Unresolved concerns may be raised with Ghana’s Data Protection Commission.

Do not attempt unauthorised access, introduce malicious code, interfere with availability, impersonate another person, scrape protected information or use booking features fraudulently. TandohStay text, photographs, graphics and branding may not be commercially reproduced without permission.

The website may use essential storage required for security, sessions, reservations and user preferences. Optional analytics or marketing technologies should operate only where the required choice has been provided. Browser controls can restrict cookies, although essential features may then not work correctly.

Payment processors, maps and linked services apply their own terms and privacy practices. Reservation confirmations, receipts and important notices may be delivered electronically using the contact details supplied by the guest.

Contact the host team promptly, especially where access, health or safety is affected. Include the reservation reference, date, clear description and useful supporting records. We will review the issue, may request further information and communicate a reasonable proposed resolution.

Contact us before opening a chargeback so an error or refund can be investigated. If a bank, mobile-money provider or processor requests evidence, we may provide relevant reservation, payment, confirmation, access and communication records while limiting disclosure to what is reasonably necessary.

TandohStay aims to provide respectful service without unlawful discrimination. Guests should disclose material accessibility needs before confirmation so available features and reasonable arrangements can be discussed accurately. We will not promise a feature that a particular stay cannot safely provide.

Guests must follow disclosed emergency, electrical, fire, access and security instructions. For an immediate emergency, contact the appropriate Ghana emergency service first, then notify the host team when safe to do so.

Reservation, payment, refund, privacy and policy enquiries may be sent to Bookings@tandohstay.com or made by telephone on +233 59 670 3106. The relevant stay address and arrival directions are supplied in the confirmed reservation.

The parties should first try in good faith to resolve concerns directly. Formal notices should identify the parties, reservation reference, issue and requested resolution. Unresolved matters remain subject to competent Ghanaian courts and lawful dispute-resolution processes.

The effective date identifies the current public version. Material changes do not retrospectively replace confirmed reservation terms unless required by law. A confirmed stay-specific condition controls over a general provision only for that reservation and only to the extent of a conflict.