Last updated: 22 August 2026
This Payment Policy explains how payments connected with ToWando accommodation reservations are initiated, verified and recorded.
1. Available payment methods
Payment methods can vary depending on the booking and services available at the time.
They may include:
- Mobile Money;
- bank transfer;
- cash where permitted;
- credit or debit card where available;
- other authorised online payment services.
Only payment methods displayed or expressly confirmed by ToWando should be used for a reservation.
2. When payment is considered complete
A booking payment is considered completed only when ToWando has verified successful receipt of the relevant funds or receives reliable confirmation from the authorised payment provider.
A payment request that is merely initiated, pending, submitted or awaiting customer authorisation is not treated as completed payment.
3. Mobile Money payments
Where Mobile Money payment is available, the customer may be asked to authorise the transaction directly through the relevant mobile-money service.
Your Mobile Money PIN should be entered only through the official authentication channel provided by your telecommunications or payment provider.
ToWando staff will never need your MoMo PIN in order to confirm a booking.
4. Card payments
Where card payment is available, processing may be provided by an authorised third-party payment service.
Sensitive card authentication information should be submitted directly to the payment provider through its secure payment interface.
5. Pending payments
A payment may temporarily remain pending while ToWando waits for confirmation from the payment network or provider.
The booking should not be treated as fully paid solely because the customer received an initial payment request or because money appears to have been submitted.
Where a transaction remains unresolved, ToWando may verify its status with the payment provider before updating the reservation.
6. Failed or cancelled transactions
If the payment provider reports a transaction as failed or cancelled, the booking will not be credited with that payment.
The customer may be invited to retry or use another available payment method.
7. Duplicate payments
If the same reservation appears to have been paid more than once, ToWando will review the payment records and provider transaction references.
Any verified excess payment will be handled in accordance with our Cancellation & Refund Policy and applicable payment-provider procedures.
8. Currency
The booking currency is displayed in the reservation or checkout information.
Where a customer pays through an account denominated in another currency, the bank, card network, Mobile Money provider or other payment provider may apply its own conversion rate or fee.
9. Payment fees
Any fee charged directly by ToWando as part of the booking should be disclosed before payment confirmation where applicable.
Banks, telecommunications providers and other third parties may charge their own transaction or foreign-exchange fees.
10. Payment receipts
Where available, a receipt or payment confirmation may be issued after the payment has been verified as completed.
The reservation code and transaction reference should be retained if you need payment support.
11. Refunds
Refund eligibility is governed by the booking conditions and our Cancellation & Refund Policy.
A successful payment does not by itself mean that a booking can be cancelled with a refund.
12. Payment disputes and chargebacks
If you believe a payment was unauthorised, duplicated or incorrectly processed, contact ToWando promptly.
Customers should provide accurate information when raising a payment dispute. Fraudulent disputes or deliberate chargeback abuse may result in account restrictions or other lawful action.
13. Payment security
ToWando uses server-side payment verification and transaction records to reduce the risk of a booking being marked paid without reliable confirmation.
Customers should never send passwords, card PINs, Mobile Money PINs or other private authentication credentials through WhatsApp, email or ordinary support messages.
14. Third-party payment providers
Payment providers operate their own systems and may apply additional terms, privacy notices, processing times and security procedures.
ToWando is not responsible for outages or delays entirely within an independent payment provider's systems, but we will reasonably assist with investigating payment issues relating to a ToWando reservation.
15. Contact
For payment assistance, contact ToWando through the support details displayed on the website and provide your reservation code and, where available, the relevant transaction reference.