Last updated: 22 August 2026
These Terms & Conditions govern your access to and use of ToWando, including our website, guest accounts, booking services and accommodation-related support.
By using ToWando or submitting a booking, you agree to these Terms. If you do not agree, you should not make a booking through the platform.
1. About ToWando
ToWando is a Rwanda-based accommodation platform that helps travellers discover and book hotels, apartments, guest accommodation and other short-stay properties.
Depending on the property and booking arrangement, ToWando may provide booking, marketing, guest-support or property-management services. The accommodation itself may be owned or operated by an independent property partner.
2. Property information
We aim to present accurate information about each property, including accommodation type, room features, amenities, location, photographs, availability and pricing.
Property information may be supplied by property owners, managers or authorised partners. Minor differences can occur because of maintenance, renovations, replacement furniture or other operational changes.
Where a material feature of a confirmed booking becomes unavailable, ToWando or the property partner should inform the guest as soon as reasonably possible and, where appropriate, offer an alternative or other remedy.
3. Making a booking
You must provide accurate information when making a booking, including your name, contact information, dates, number of guests and any information reasonably required to provide the accommodation.
Submitting a booking request does not necessarily mean that the accommodation is finally confirmed. Your booking confirmation, payment status and any additional confirmation sent by ToWando determine the current status of the reservation.
You are responsible for reviewing the property details, room type, dates, price, guest capacity and applicable cancellation conditions before confirming a booking.
4. Prices and charges
Prices are displayed in the currency indicated on the listing or booking summary. The total price may include accommodation charges and any additional charges expressly disclosed before confirmation.
Optional services or charges that are not included in the accommodation price should be communicated separately.
Obvious pricing or technical errors may be corrected. Where an error materially affects an existing booking, the guest will be contacted before any revised amount is charged.
5. Payments
Payments may be made using the methods made available by ToWando from time to time, including mobile money, bank transfer, cash, card or authorised online payment providers.
A payment is considered completed only after ToWando has received reliable confirmation from the payment provider or has otherwise verified receipt of funds.
A pending, initiated or failed transaction does not constitute completed payment.
For additional information, please read our Payment Policy.
6. Cancellations and refunds
Cancellation and refund eligibility depends on the conditions applicable to the particular booking, property or rate selected.
Some bookings may be refundable while others may be partially refundable or non-refundable. Where specific cancellation terms are displayed or communicated before booking, those terms form part of your reservation conditions.
Please read our Cancellation & Refund Policy for additional information.
7. Check-in, occupancy and property rules
Guests must comply with the property's check-in and check-out procedures, maximum occupancy, safety requirements and reasonable house rules.
A guest must not use accommodation for unlawful activity, cause unreasonable disturbance, deliberately damage property or allow occupancy beyond the number permitted by the reservation.
The property may request reasonable identification at check-in where required for security, operational or legal purposes.
8. Guest responsibility for damage
Guests may be responsible for loss or damage caused deliberately or negligently by themselves or persons included in their reservation, subject to evidence of the damage and applicable law.
9. Property partner responsibilities
Property partners are expected to provide accurate information, honour confirmed reservations, maintain reasonable standards of safety and cleanliness, and provide the accommodation and facilities represented in the confirmed booking.
Where ToWando is acting as an intermediary rather than the accommodation operator, certain accommodation obligations remain the responsibility of the relevant property operator.
10. Changes to a reservation
Requests to modify dates, accommodation, guest numbers or other reservation details are subject to availability and may result in a different price.
A requested change is not effective until it has been confirmed by ToWando or the relevant property.
11. Platform availability
We work to keep ToWando available and secure, but continuous or uninterrupted operation cannot be guaranteed. Maintenance, connectivity problems, third-party service failures or events outside our reasonable control may occasionally affect availability.
12. Prohibited use
You must not:
- use ToWando fraudulently or unlawfully;
- submit false booking or payment information;
- attempt to gain unauthorised access to accounts or systems;
- interfere with the operation or security of the platform;
- copy or exploit platform content in violation of applicable intellectual-property rights.
13. Personal information
Personal information is handled in accordance with our Privacy Policy and applicable Rwanda data-protection requirements.
14. Complaints and disputes
If you have a problem with a booking, contact ToWando as soon as possible and provide your reservation code and relevant details. We will attempt to resolve the matter with the guest and, where applicable, the property partner.
Nothing in these Terms is intended to remove rights that cannot lawfully be excluded under applicable consumer-protection law.
15. Governing law
These Terms are governed by the laws of the Republic of Rwanda. Any dispute that cannot be resolved amicably may be referred to the competent authorities or courts in accordance with applicable law.
16. Changes to these Terms
We may update these Terms as ToWando's services, technology or legal obligations change. The latest version and effective date will be published on this page.
17. Contact
Questions regarding these Terms can be submitted through the ToWando contact and booking-support channels displayed on our website.