Terms of service

By creating an account or making a booking you agree to these terms. If you are booking for other people, you confirm you have their authority to give us their details and to accept these terms on their behalf.

Our Privacy Policy forms part of this agreement.

For flights, hotel stays, network car hire and third-party tours, Conifer acts as an agent. Your travel contract is with the airline, hotel, rental company or tour operator, and their own conditions of carriage or booking terms apply alongside these. Where their terms conflict with ours on the service itself - baggage, check-in, no-show rules - theirs prevail.

For products Conifer supplies directly - our own vehicle fleet, our curated tours, intercity bus seats we sell, and visa support - we are the principal and these terms apply in full.

• You must be at least 18 and able to enter a binding contract.
• One person, one account. Give accurate details and keep them current - a misspelled passenger name can invalidate a ticket, and airlines charge to correct it.
• You are responsible for what happens under your account. Keep your password to yourself, and tell us immediately if you think someone else has access.
• We verify your email, and your phone where you supply one, using a one-time code.

Conifer is wallet-first: you top up once, and bookings are paid from that balance rather than by entering a card each time.

• Topping up. Payments are taken by our payment provider on a hosted page. Your balance is credited once they confirm the payment, which is usually immediate but can take longer for bank transfers.
• It is not a bank account. Your balance is stored value held for buying travel. It earns no interest, it is not a deposit, and it is not covered by any deposit protection scheme.
• Spending. Every purchase debits your balance at the moment you confirm. If your balance is short, the booking does not proceed - we never partially charge you.
• Withdrawing. You can withdraw unspent balance to a Nigerian bank account in your name. We resolve the account name with your bank before sending anything, and we may decline a withdrawal to an account whose name does not match yours.
• Refunds return to your balance, not to your card, unless the law requires otherwise or we agree otherwise in writing. From there you can spend or withdraw them.
• Failed bookings self-correct. If we take the money and the supplier then rejects the booking, the debit is reversed to your balance automatically as part of the same operation.

• The price shown at the moment you confirm is the price you pay. Supplier prices move constantly; a fare seen in search is not held until you hold it.
• Our published prices include our service fee, which may be a percentage of the supplier price, a fixed amount, or both, and varies by product type. It is already in the figure you see - there is no fee added at the last step.
• Prices are charged in Nigerian Naira unless stated otherwise. If you switch the display currency, the converted figure is indicative only: it uses a third-party reference rate for guidance and is not the rate you are charged at.
• Taxes and mandatory charges are included where the supplier discloses them to us. Charges collected locally - resort fees, tourist taxes, fuel or mileage charges, driver deposits - are paid by you directly at the counter.

Flights and hotel stays are booked in two steps. First we hold the fare or rate, which re-checks it with the supplier and freezes that price for a short window - typically a few minutes, set by the supplier and shown on screen. Then you confirm, which takes payment and issues the booking.

• If the supplier re-prices during the hold, we show you the new price before you pay. You are never charged more than the amount you confirmed.
• If the hold expires, nothing has been taken and you simply search again.
• Your booking exists only once you see a confirmation and a reference code. An email that does not arrive does not cancel a booking - check My trips first.
• Names must match the traveller's passport or government ID exactly. Airlines may refuse boarding on a mismatch, and that is not refundable.

What you can get back depends on what you booked and on the supplier’s own rules, which are shown before you pay.

Approved refunds are credited to your Conifer wallet. Where a supplier holds the money, we can only pass on what they release, and their timescale governs - we will tell you what we are waiting for.

Nothing here limits any statutory right you have to a refund, or your rights against an airline under applicable passenger-rights rules.

Our visa service is document preparation and submission support. We are not a government, an embassy or an immigration adviser.

• We cannot influence, predict or guarantee a decision, or how long one takes.
• A refusal is not a failure of our service, and our fee is not refunded on refusal.
• You are responsible for the truth and completeness of everything you give us. Submitting false information is an offence in most jurisdictions.
• Government and embassy fees are separate from our fee and are set by them.

• Membership is paid from your wallet and runs for the period shown on the plan.
• It does not renew automatically. Buying again while a membership is still running extends it by the new plan's duration rather than replacing it.
• Benefits are as described on the membership page at the time you buy, and may be adjusted for future terms with notice.
• Membership fees are not refundable once the period has begun, except where the law requires it.

Approved travel agents may book on behalf of travellers and earn commission on qualifying bookings. Commission accrues to a ledger and is paid out to the agent’s wallet.

• Commission is reversed if the underlying booking is cancelled or refunded.
• Agents must have their travellers' authority for the details they submit, and must not present Conifer's prices as their own where that would mislead.
• We may withdraw agent status for misuse, and withhold commission on bookings we reasonably believe to be fraudulent.

You agree not to:

• Make speculative, duplicate or fraudulent bookings, or bookings you do not intend to honour.
• Scrape, crawl or systematically extract fares or inventory, or resell access to the platform.
• Attempt to probe, scan or breach the platform, or interfere with anyone else's use of it.
• Use the wallet to move money for any purpose other than buying travel through Conifer.
• Impersonate anyone, or use another person's payment instrument or identity documents without authority.

Entry requirements are your responsibility. Airlines routinely deny boarding where documents are wrong, and neither they nor we refund in that situation.

• Check passport validity - many countries require six months beyond your return date, and some require blank pages.
• Check visa and transit-visa requirements for every country on your itinerary, including ones you only change planes in.
• Check health requirements and vaccination rules for your destination.
• Tell the supplier directly about accessibility needs, medical conditions or special assistance. We pass on what you tell us but cannot guarantee arrangements we do not control.

We take responsibility for our own service: for booking what you asked us to book, taking the right amount, and handling your data properly.

We are not liable for the acts or omissions of suppliers - delays, cancellations, overbooking, service quality, or conditions at a destination - nor for events outside reasonable control, including weather, strikes, civil unrest, epidemics, and airspace or border closures.

Except for death or personal injury caused by our negligence, fraud, or any liability that cannot lawfully be excluded, our total liability for any booking is limited to the amount you paid us for that booking. We are not liable for indirect or consequential loss, including lost profit, lost enjoyment or missed connections on separate tickets.

Where a supplier’s liability is capped by an international convention - such as the Montreal Convention for air travel - those limits apply to your claim against them.

We may suspend or close an account that breaches these terms, that we reasonably suspect of fraud or money laundering, or where we are required to by law or by our payment provider.

If we close your account, any remaining wallet balance that is genuinely yours and not subject to an investigation or legal hold will be returned to a bank account in your name. You may close your account at any time; bookings already made stand, and we keep the records the law requires us to keep.

Tell us first - most problems are quickest to fix directly. Email contact@conifertravels.com with your booking reference. We aim to acknowledge within two working days.

These terms are governed by the laws of the Federal Republic of Nigeria, and the Nigerian courts have jurisdiction over any dispute. Nothing here removes a protection you have under consumer law that cannot be excluded by agreement.

We update these terms as the service changes. The date at the top shows when. Material changes are notified by email or in the app before they take effect, and they never apply retrospectively to a booking you have already paid for - that booking is governed by the terms in force when you made it.