Terms and Conditions

1.1 Who This Agreement Applies To

• Students and individuals seeking hostel accommodation ("Students" or "Users");
• Individuals using our Storage Services ("Storage Customers");
• Hostel owners and managers who list accommodation on the Platform ("Hostel Providers");
• Third-party logistics and delivery partners engaged to fulfil pickup and delivery requests ("Service Partners"); and
• Any other person or entity that accesses or uses the Platform in any capacity.

3.1 Registration

To access most features of the Platform, you must create an Account and provide accurate, current, and complete information. You must be at least 13 years old to use the App.

3.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account. HostelHubb is not liable for any loss arising from your failure to secure your Account.

3.3 Suspension and Termination

HostelHubb may suspend or terminate any Account at its discretion where we reasonably believe these Terms, applicable law, or the rights of other Users have been violated.

4.1 HostelHubb as an Intermediary

HostelHubb provides a platform that connects Students with Hostel Providers. HostelHubb is not a party to, and assumes no responsibility for, the accommodation agreement formed between a Student and a Hostel Provider. Our role is limited to facilitating discovery, booking, and payment.

4.2 Listings, Pricing, and Availability

Hostel listings, amenities, pricing, and availability are provided by Hostel Providers. While we take reasonable steps to keep listings accurate, HostelHubb does not guarantee the completeness or accuracy of this information and encourages Students to confirm key details directly with the Hostel Provider before booking.

4.3 Reservation, Changes, and Cancellations

Bookings are confirmed once payment is completed and the Hostel Provider accepts the reservation. Cancellation, rebooking, and refund policies for accommodation are set individually by each Hostel Provider and communicated at the time of booking.

4.4 Responsibilities

Hostel Providers are responsible for the accuracy of their listings, the condition and safety of their accommodation, and honouring confirmed bookings. Students are responsible for providing accurate booking information and complying with the house rules of the accommodation they book.

5.1 How Storage Booking Works

Customers may book the Storage Service through the App by selecting a storage location, indicating the items to be stored, and completing payment. A booking receipt is issued upon successful payment.

5.2 Pickup and Delivery

HostelHubb arranges pickup of the Customer's belongings from the location specified at booking, and delivery back to the Customer upon request. Pickup and delivery windows are scheduled in coordination with the Customer and are subject to availability.

5.3 Accepted and Prohibited Items

Customers may store personal items such as clothing, books, electronics, luggage, and small furniture. The following items may not be stored: perishable food, illegal items, hazardous or flammable materials, firearms or weapons, live animals, and any item requiring special environmental conditions (e.g. refrigeration).

5.4 Accuracy of Item Information

Customers are responsible for accurately describing and declaring the items submitted for storage, including their value where relevant. HostelHubb reserves the right to inspect items at the point of pickup to confirm compliance with these Terms.

5.5 Storage Duration and Fees

Storage is billed according to the plan selected at booking (e.g. by duration or item volume). Fees, applicable taxes, and any charges for extended storage are disclosed to the Customer before payment is completed.

5.6 Retrieval Process

Customers may request the return of stored items at any time, subject to the operating hours of the relevant storage facility and reasonable advance notice for scheduling delivery.

5.7 Lost, Damaged, or Disputed Items

HostelHubb takes reasonable care in handling stored items and works with verified storage facilities and service partners. If an item is lost or damaged because of proven negligence by HostelHubb or a partner acting on our behalf, we will investigate and apply the remedy required by applicable law and the service-specific policy disclosed at booking. Claims should be reported as soon as reasonably possible after the issue is discovered, with photographs, booking details, and any evidence reasonably requested for investigation.

5.8 Unclaimed Items

If a storage plan expires and items remain unclaimed, HostelHubb will make reasonable attempts to contact the Customer using the contact details on the Account. Continued storage may attract additional fees. If items remain unclaimed after the notice period communicated to the Customer, HostelHubb may return, relocate, donate, recycle, or dispose of them as permitted by applicable law. Items that are illegal, dangerous, perishable, or prohibited may be handled immediately where necessary for safety or legal compliance.

7.1 Customer Responsibilities

Customers must provide accurate pickup and destination details, arrive on time, follow driver and vehicle safety instructions, keep personal belongings secure, and ensure that any passenger or item included in the booking is accurately declared. HostelHubb may refuse a request that is unsafe, unlawful, materially different from the booking, or outside the partner's capacity.

7.2 Delays, Changes, and Cancellations

Estimated arrival and journey times are not guarantees. Where a transport partner cannot complete a trip, HostelHubb may offer a revised schedule, replacement option, credit, or refund according to the applicable booking policy. Any cancellation charges or refund eligibility will be shown before or at the time of booking.

8.1 Payment Methods

Payments on the Platform may be made through mobile money, debit or credit card, bank transfer, or other payment methods made available within the App from time to time. Payment processing may be provided by third-party payment providers, whose terms may also apply.

8.2 Platform Fees

HostelHubb may charge service fees, commissions, delivery charges, booking charges, or transaction charges. The applicable amount or calculation will be disclosed before payment is finalised where reasonably practicable.

8.3 Refunds

Refunds for accommodation bookings follow the applicable accommodation policy. Refunds for Storage, Transport, or Logistics Services follow the policy shown at booking and the circumstances of the request. A payment reversal may take additional time after HostelHubb approves it because banks and payment providers control final settlement timing.

8.4 Failed Payments and Outstanding Balances

Where a payment fails, is reversed, or a balance remains outstanding, HostelHubb may suspend the related booking or service, withhold fulfilment, recover reasonable amounts due, or cancel the booking in accordance with the applicable policy.

8.5 Currency and Taxes

All prices and fees are stated in Ghana Cedis (GHS) unless otherwise indicated. Users are responsible for taxes, duties, or charges that legally apply to their transaction unless the Platform expressly states that they are included.

10.1 Verification and Approval

HostelHubb may request identity documents, proof of ownership or management authority, business documents, property information, photographs, room information, rules, and other evidence before approving a manager or listing. Verification is a review process and is not a guarantee that a property is safe, lawful, available, or suitable for every Student.

10.2 Manager Payouts

Where HostelHubb collects or facilitates payment for an accommodation booking, the Provider's payout is calculated after the applicable commission, agreed fees, refunds, reversals, chargebacks, taxes, and other authorised deductions. Payout timing depends on booking status, the Provider's agreement, successful payment settlement, and the accuracy of the Provider's payout details. HostelHubb may delay, hold, offset, or reverse a payout where a booking is cancelled, disputed, fraudulent, incomplete, or otherwise under investigation.

10.3 Accommodation Schedules and Rules

Providers must keep school schedules, move-in and move-out information, room availability, prices, amenities, and property rules accurate. A Provider remains responsible for honouring confirmed reservations and for communicating any property-specific requirements that are lawful, reasonable, and disclosed to Students.

10.4 Removal and Suspension

HostelHubb may pause, edit, reject, or remove a listing and may suspend a Provider's access where information is inaccurate, documents cannot be verified, a booking is not honoured, a safety concern arises, a payment is disputed, or the Provider breaches these Terms or the Provider agreement.

16.1 Accommodation Bookings

Cancellation and refund eligibility for hostel bookings are governed by the individual Hostel Provider's policy, made available at the time of booking.

16.2 Storage Bookings

Storage bookings may be cancelled prior to scheduled pickup in accordance with the cancellation window disclosed in the App. Cancellations made after pickup has occurred are subject to partial or non-refundable fees, as disclosed at booking.

16.3 Payment Disputes

Users who dispute a charge should contact HostelHubb support in the first instance. We aim to investigate and resolve payment disputes within a reasonable time.

16.4 Resolution Process

Disputes arising from a Booking between a Student and a Hostel Provider should first be raised with the relevant Provider and HostelHubb support. Where a dispute concerns HostelHubb's Storage, Transport, or Logistics Service, Users should contact support first with the booking reference and evidence. HostelHubb may review platform records, contact the relevant parties, pause a payout, and propose a remedy, credit, replacement, or refund where appropriate. This process does not remove any rights available under applicable law.