Refund & Cancellation Policy

The short version

Tulo is a booking technology service. You never pay the property through Tulo. Your stay is paid directly to the property, under the property's own terms. When you place a booking through Tulo you pay a small convenience fee for the booking service itself.

That service is delivered the moment your booking is confirmed, so the convenience fee is not refundable after confirmation. If we fail to deliver, because your booking is not confirmed or the property cannot honor it, the fee is refunded automatically and in full.

What you pay through Tulo

• Guests: a booking convenience 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 convenience 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

Once your booking is confirmed, the booking service has been delivered. The convenience fee is 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.