Towel Terms and Conditions

Last updated: 23 October, 2026

Please read these terms and conditions carefully before using Our Service.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of these Terms and Conditions:

“Application” means the software program provided by the Company downloaded by You on any electronic device, named TOWEL
“Application Store” means the digital distribution service operated and developed by Apple Inc. (Apple App Store) or Google Inc. (Google Play Store) in which the Application has been downloaded.
“Affiliate” means an entity that controls, is controlled by or is under common control with a party, where “control” means ownership of a ‘certain percentage’ (%) or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.
“Account” means a unique account created for You to access our Service or parts of our Service.
“Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Towel International Limited
“Country” refers to a zone not limited to Nigeria
“Content” refers to content such as text, images, or other information that can be posted, uploaded, linked to or otherwise made available by You, regardless of the form of that content.
“Device” means any device that can access the Service such as a computer, a cell phone or a digital tablet.
“Feedback” means feedback, innovations or suggestions sent by You regarding the attributes, performance or features of our Service.
“Service” refers to the Website.
“Terms and Conditions” (also referred as “Terms“) mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.
“Third-party Social Media Service” means any services or content (including data, information, products or services) provided by a third-party that may be displayed, included or made available by the Service.
“You” means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Acknowledgment

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service.

Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users and others who access or use the Service.

By accessing or using the Service, you agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions then You may not access the Service.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service.

Your access to and use of the Service is also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when You use the Application or the Website and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Service.

User Accounts

When You create an account with Us, you must provide Us information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of Your account on Our Service.

You are responsible for safeguarding the password that You use to access the Service and for any activities or actions under Your password, whether Your password is with Our Service or a Third-Party Social Media Service.

You agree not to disclose Your password to any third party. You must notify Us immediately upon becoming aware of any breach of security or unauthorized use of Your account.

You may not use as a username the name of another person or entity or that is not lawfully available for use, a name or trademark that is subject to any rights of another person or entity other than You without appropriate authorization, or a name that is otherwise offensive, vulgar or obscene.

Towel Gift Cards and Perk Cards

The Company issues two kinds of prepaid cards and vouchers for use on the Service: Towel Gift Cards, which carry a fixed naira value that has been paid for, and Towel Perk Cards, which give a percentage discount on one booking and are issued by the Company free of charge, for example at events or in promotions. Both may be digital (e-gift cards) or printed. In this section, “Card” means either kind.

Where Cards can be used

Cards are redeemable only for services offered by the Company through the Towel app (the Application) and the Website, such as shortlet stays, flights, rides, car hire, event tickets, experiences and other services available there. They cannot be used with any other business.
To use a Card, its code must be entered in the Towel app, typed or scanned from its QR code with the app's scanner, usually at checkout. This ties the Card to Your Towel account, as described under “Tying a Card to Your account” below.

No cash, no refunds, no interest

Cards cannot be exchanged for cash, are non-refundable, and unused balances cannot be withdrawn or refunded, in whole or in part. No change is given in cash.
A Card is not a deposit, savings product or investment. It earns no interest and its value does not increase over time: a ₦50,000 Card is always worth ₦50,000. The Company makes no promise of any financial return.

Validity and expiry

A Card is valid for 12 months from the date of purchase (the date it is activated by the Company or an authorised seller). A Perk Card is valid for 12 months from the date it is issued, unless a shorter date is stated on it. The expiry date is shown on the Card page and in the Application.
Where We have an email address for the holder, We send a reminder about 30 days before the Card expires.
Any value left on a Card after its expiry date lapses and cannot be used, refunded or exchanged.

Using part of a Gift Card

A Gift Card may be used across several bookings. Any unused balance stays on the Card and can be used on later bookings until it runs out or the Card expires. If a booking costs more than the balance, You pay the difference with another payment method accepted on the Service.

Perk Cards

A Perk Card can be used on one booking only. The discount is a percentage of the booking price, up to the maximum stated on the Card.
For flight bookings, the discount from a Perk Card is limited to a lower maximum amount set by the Company and shown at checkout. Gift Card balances may be used in full on flights.
Only one Perk Card can be used per booking. A Perk Card and a Gift Card may be used on the same booking.

Giving a Card to someone else

A Card is transferable: it may be given as a gift or passed to any person until it is added to a Towel account. Once a Card has been added to an account, it belongs to that account and cannot be moved to another account.
Cards may be sold by the Company and by sellers authorised by the Company, at no more than their face value. Buy Cards only from the Company or an authorised seller.

Tying a Card to Your account

A Card is tied to the first Towel account that enters its code in the Application. Sending or receiving a Card by email, WhatsApp or in print does not tie it to any account.
Once tied, only that account can use the Card. Its balance belongs to that account and stays available for later bookings until the Card expires. Balances cannot be moved, transferred or combined between accounts.
Until it is tied, a Card works like cash: anyone who has its code can add it. Keep the code private and give it only to the person You mean the Card for. The Company is not responsible for a Card tied to another account because its code was shared, lost or photographed.

Cancelled bookings

If a booking paid fully or partly with a Card is cancelled and qualifies for a refund under the applicable cancellation policy, the amount paid with the Card is returned to the Card, not paid out in cash. If the Card has expired by then, it is reopened for 30 days so the returned value can be used.

Lost, stolen and misused Cards

Treat Your Card like cash and keep its code private. Anyone who has the code can add the Card to their account. The Company is not responsible for a lost or stolen Card, or for use of a Card by another person before You added it to Your account.
If Your Card is lost before it has been added to an account, contact Us with the serial number and proof of purchase and We will check whether We can help.
Every Card has a unique code and QR code, and the Company keeps a record of each Card: who bought it, when it was activated, the account it was added to, its balance and its status. The Company may cancel any Card that has been obtained fraudulently, copied, altered or used in breach of these Terms, and may suspend the related account.

Your information

When You add a Card to Your account, Your name and contact details are linked to the Card so that We can show Your balance, send expiry reminders and prevent fraud. When a Card is tied to Your account, We record that account's email address with the Card. We handle this information as described in Our Privacy Policy.

Changes

The Company will not reduce the value or shorten the validity of a Card that has already been activated. Questions about Cards can be sent to info@towel.ng.

Towel Card Guarantee

The Towel Card Guarantee is an extra protection for customers who pay with a Towel Gift Card. It is added to Your other rights under these Terms and under the law. It does not take any of them away, and customers who pay in other ways keep exactly the same rights they have always had.

The Guarantee works both ways. Part A sets out what the Company does for You when a booking paid with a Gift Card is not what was promised. Part B sets out what agents and service providers who offer their services on the Towel app agree to when that happens.

Part A: For customers

What is covered

Shortlet stays, rides, car hire and other services booked through the Towel app and paid for, fully or partly, with a Towel Gift Card.
Problems where the stay or service was clearly not what was promised, for example: the apartment is not as described or shown in the photos; it is not clean on arrival; something important does not work (such as power where backup power was promised, water, air conditioning, Wi-Fi or the door lock); there is a safety or security concern; the host, driver or provider does not show up or is very late; or the service is rude or unprofessional.

What is not covered

Flights and event tickets. These are run by airlines and event organisers, and their own rules on changes, cancellations and refunds apply.
The part of a booking paid with another payment method, and any discount from a Perk Card. Only the amount paid with the Gift Card is covered. The rest is handled under the normal cancellation and refund policy for that booking.
A change of mind, or things the listing did not promise (for example, a public power cut where the listing did not offer backup power, or the weather).
Damage or problems caused by You or Your guests, and problems You did not give the provider or the Company a fair chance to fix.

How to report a problem

If You are still at the apartment or using the service, contact the HelpDesk straight away on WhatsApp (+234 708 308 9563) so that We can try to fix it while You are there.
Report the problem on the Report a Problem page (towelapp.ng/cards/report.html) or in the Towel app within 24 hours of the problem starting and, for stays, before You check out. Sign in with the email address of the Towel account that the Gift Card is in.
Describe what happened and add photos or other evidence if You can (up to 5 photos). Reports without enough detail for Us to check may be declined.
We may still consider a report made later than this where there was a good reason, for example a safety concern.

What We will do

Fix it first. We will ask the agent or provider to put the problem right, or, where possible, move You to a comparable apartment or arrange another service.
Or credit Your Card. If the problem cannot be fixed within a reasonable time, or it was serious, We may credit Your Gift Card with part or all of the amount You paid with that Card for the booking. How much depends on how serious the problem was, how long it lasted and how much of the stay or service You were able to use.
We look at Your report, Your photos, the agent's or provider's side and Our own records before deciding. We may contact You and the provider by phone, WhatsApp or email.
We aim to decide within 72 hours of Your report and will tell You the decision and the reason by email. You can also see the status of Your report on the Report a Problem page.

Credits to Your Card

A credit is added to the same Gift Card that paid for the booking. It is never paid out in cash or to a bank account, in line with the rest of these Terms.
The credit for a booking can never be more than the amount paid with the Gift Card for that booking, less anything already returned to the Card for it.
If the Card has expired, or will expire within 30 days, it is reopened for 30 days from the date of the credit so that You can use it.

Limits and fair use

One report per booking, and up to 3 reports per customer in any 12 months, whatever the outcome. The Company may allow more.
Reports must be made in good faith. If a report is false or exaggerated, or photos or evidence are not genuine, the Company will decline it and may cancel any credit given, and may suspend the Towel account and any Cards linked to it.

Part B: For agents and service providers

By listing an apartment or offering a service on the Towel app, agents and service providers (including drivers and car hire partners) agree to the following.

Working with Us to fix the problem

When the Company tells You about a report, You will respond promptly (and within 24 hours at the latest), give Your side, and do Your best to fix the problem quickly, for example by sending a cleaner, restoring power or water, or making a comparable apartment available.
Your listings must be accurate. The photos, description, facilities and house rules You give must match what the guest will find.

Commission while a report is reviewed

The commission on a booking that has been reported is put on hold (shown as “Under review” in the Agent Portal) until the Company decides. Once the report is decided, the hold ends.
If the guest's Card is credited, the Company may calculate the commission on the booking amount less the credit given.

Quality strikes

When a report is upheld because the apartment or service was not what was promised, the Company may record a quality strike on Your account. You will be told the reason, and active strikes are shown in the Agent Portal.
A strike stays on Your record for 12 months, then expires.
With two active strikes, the Company may put Your account or the listing on hold. With three active strikes, the Company may end the partnership and remove Your listings from the Towel app.
The Company may put an account on hold or remove a listing straight away, without waiting for strikes, in the case of a serious safety concern, fraud, or a listing that does not exist or is not what it claims to be.
If You believe a strike is wrong, contact the Company within 14 days with Your evidence. If We agree, We will remove it.

Our decision and Your other rights

The Company decides each report fairly, using the evidence available to it. Its decision settles the report under the Towel Card Guarantee. It does not stop You from using any other right You have under these Terms (see “Disputes Resolution”) or under the law.

Changes to the Guarantee

The Company may change or end the Towel Card Guarantee for future bookings by updating these Terms. A booking already paid for with a Gift Card stays covered by the Guarantee as it was on the day of payment.

Towel Safety

Towel Safety is a free safety tool for services booked through Towel, such as private chefs, nannies, cleaners, drivers, electricians, barbers, tour guides and many more. It works in Your phone's web browser at towelapp.ng/safety. It helps customers see who is coming, check them at the door and get help fast, and it gives service providers the same protection while they work.

What Towel Safety is not

Towel Safety is not an emergency service. The Company does not send police, ambulance or fire services. If You or anyone else is in danger, call 112 first. It is the free national emergency number for police, fire and ambulance.
When the SOS button is pressed, the Company's safety team and Your trusted person are alerted by email, and the Company will try to reach You. The Company cannot promise how quickly anyone will respond. Alerts depend on Your phone, its battery, signal and internet connection, and on email being delivered.
The checks the Company makes on service providers lower the risk, but they cannot remove it, and they are not a promise about how any person will behave.

Part A: For customers

Your Safety Pass

When a service is booked for You through Towel, the Company may create a Safety Pass and email You a private link to it. Keep the link to Yourself. Anyone who has it could see Your booking.
Your pass shows the provider's photo, first name and that the Company checked their ID. A pass can be open on up to 5 phones, and opening it on a new phone needs a 6-digit code sent to Your email.

Arrival code and check-ins

Before You let the provider in, ask for their arrival code and type it into Your pass. If the code is wrong, do not let them in, and call Towel. Several wrong codes alert the Company's safety team.
During the service, Towel Safety may ask You and the provider to check in at set times. If a check-in is missed, the safety team is alerted and may contact You.

Your trusted person

You may add a trusted person to Your pass. By adding them, You confirm that they have agreed to be contacted by the Company.
If You press SOS, the Company emails Your trusted person with Your name, booking details and, if Your phone shares it, Your location.

Your location

Towel Safety does not track You. Your location is shared only when the SOS button is pressed and Your phone allows it, and it keeps updating only while that alert is open. It is shared with the Company's safety team and Your trusted person.

Reports and ratings

You can report a problem through Your pass for up to 7 days after the service ends. Reports go to the Company's safety team. When a report is closed, the Company emails You what it did. It may not share private details about another person.
After a service, You may be asked to rate it from 1 to 5 stars and add a comment. The Company's staff use ratings to keep services safe and of good quality, and low ratings are reviewed. The Company may share feedback with the provider without saying who gave it.
If the SOS button is pressed by mistake, tell the safety team or tap “I'm safe now”. There is no penalty for a genuine mistake. Pressing SOS or making reports falsely on purpose may lead the Company to stop You using Towel Safety.

Part B: For service providers

You are an independent provider

Service providers who join through Towel Safety are independent service providers. They are not employees, workers, agents or partners of the Company, and nothing in these Terms creates an employment relationship.
The Company acts only as a third party that connects customers with service providers. You are free to work elsewhere and to work with other businesses.
You set Your own price for each service, per hour or per job. Customers see and pay that price. For every job booked through Towel, the Company keeps a service fee of 20% of the payment and pays You the rest.
Please keep Your “I'm busy” calendar up to date in Your provider portal, so the Company only books You when You are free. If You will be away for a long time, the Company may take Your profile off the Towel app until You are available again.

Checks and approval

To join, You give the information asked for in the sign-up form, including Your ID (front and back), NIN, home address and proof of address, a video selfie, next of kin, trusted friend, guarantor, references, background answers and bank details. The Company checks this information itself.
You confirm that everything You give is true and complete, and that Your next of kin, trusted friend, guarantor and references have agreed to be contacted by the Company. False or missing information may lead to Your application being refused or to Your removal from Towel.
The Company decides whether to approve each application. Approval does not guarantee any number of bookings.

On a job

Show Your arrival code only to the customer at the door, check in when asked, and follow the code of conduct You agreed to when You signed up.
If You feel unsafe, leave and press SOS. The Company's safety team and Your trusted friend are alerted.
When a report about You is upheld, the Company may warn You, pause Your profile or remove You from Towel. You will be told the outcome.

How Towel Safety uses information

Applications, documents, Safety Passes, check-ins, SOS alerts, reports and ratings are stored securely and can be seen only by authorised Towel staff. NIN and bank details are hidden in emails.
The Company uses this information to run Towel Safety, check providers, deal with reports and complaints, and meet its legal duties. It keeps it only for as long as it needs it for these purposes, as described in Our Privacy Policy.
Files uploaded with an application that is declined, or that is never finished, are deleted from Towel Safety 12 months after the decision or after the application was last changed.
The Company may move video selfies off the website into secure storage that only authorised Towel staff can open. They are still handled as described here.
The Company may share information with the police, emergency services or a hospital when someone's life or safety may be at risk, or when the law requires it.
To report a problem, use Your pass or provider portal, or email safety@towelapp.ng.

Intellectual Property Infringement

We respect the intellectual property rights of others. It is Our policy to respond to any claim that Content posted on the Service infringes a copyright or other intellectual property infringement of any person.

If You are a copyright owner, or authorized on behalf of one, and You believe that the copyrighted work has been copied in a way that constitutes copyright infringement that is taking place through the Service, You must submit Your notice in writing to the attention of our copyright agent via email copyright@towelapp.ng and include in Your notice a detailed description of the alleged infringement.

You may be held accountable for damages (including costs and attorneys’ fees) for misrepresenting that any Content is infringing Your copyright.

DMCA Notice and DMCA Procedure for Copyright Infringement Claims

You may submit a notification pursuant to the Digital Millennium Copyright Act (DMCA) by providing our Copyright Agent with the following information in writing (see 17 U.S.C 512(c)(3) for further detail):

An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright’s interest.
A description of the copyrighted work that You claim has been infringed, including the URL (i.e., web page address) of the location where the copyrighted work exists or a copy of the copyrighted work.
Identification of the URL or other specific location on the Service where the material that You claim is infringing is located.
Your address, telephone number, and email address.
A statement by You that You have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law.
A statement by You, made under penalty of perjury, that the above information in Your notice is accurate and that You are the copyright owner or authorized to act on the copyright owner’s behalf.

You can contact our copyright agent via email copyright@towelapp.ng. Upon receipt of a notification, the Company will take whatever action, in its sole discretion, it deems appropriate, including removal of the challenged content from the Service.

Intellectual Property

The Service and its original content (excluding Content provided by You or other users), features and functionality are and will remain the exclusive property of the Company and its licensors.

The Service is protected by copyright, trademark, and other laws of both the Country and foreign countries.

Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of the Company.

Your Feedback to Us

You assign all rights, title and interest in any Feedback You provide the Company. If for any reason such assignment is ineffective, you agree to grant the Company a non-exclusive, perpetual, irrevocable, royalty free, worldwide right and license to use, reproduce, disclose, sub-license, distribute, modify and exploit such Feedback without restriction.

Links to Other Websites

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

Termination

We may terminate or suspend Your Account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions.

Upon termination, your right to use the Service will cease immediately. If You wish to terminate Your Account, you may simply discontinue using the Service.

Limitation of Liability

Notwithstanding any damages that You might incur, the entire liability of the Company and any of its suppliers under any provision of this Terms and Your exclusive remedy for all of the foregoing shall be limited to the amount actually paid by You through the Service or 100 USD if You haven’t purchased anything through the Service.

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption, for personal injury, loss of privacy arising out of or in any way related to the use of or inability to use the Service, third-party software and/or third-party hardware used with the Service, or otherwise in connection with any provision of this Terms), even if the Company or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.

Some states do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply. In these states, each party’s liability will be limited to the greatest extent permitted by law.

“AS IS” and “AS AVAILABLE” Disclaimer

The Service is provided to You “AS IS” and “AS AVAILABLE” and with all faults and defects without warranty of any kind. To the maximum extent permitted under applicable law, the Company, on its own behalf and on behalf of its Affiliates and its and their respective licensors and service providers, expressly disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the Service, including all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement, and warranties that may arise out of course of dealing, course of performance, usage or trade practice. Without limitation to the foregoing, the Company provides no warranty or undertaking, and makes no representation of any kind that the Service will meet Your requirements, achieve any intended results, be compatible or work with any other software, applications, systems or services, operate without interruption, meet any performance or reliability standards or be error free or that any errors or defects can or will be corrected.

Without limiting the foregoing, neither the Company nor any of the company’s provider makes any representation or warranty of any kind, express or implied: (i) as to the operation or availability of the Service, or the information, content, and materials or products included thereon; (ii) that the Service will be uninterrupted or error-free; (iii) as to the accuracy, reliability, or currency of any information or content provided through the Service; or (iv) that the Service, its servers, the content, or e-mails sent from or on behalf of the Company are free of viruses, scripts, trojan horses, worms, malware, timebombs or other harmful components.

Some jurisdictions do not allow the exclusion of certain types of warranties or limitations on applicable statutory rights of a consumer, so some or all of the above exclusions and limitations may not apply to You. But in such a case the exclusions and limitations set forth in this section shall be applied to the greatest extent enforceable under applicable law.

Governing Law

The laws of the Country, excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws.

Disputes Resolution

If You have any concern or dispute about the Service, you agree to first try to resolve the dispute informally by contacting the Company.

Severability and Waiver

Severability

If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law and the remaining provisions will continue in full force and effect.

Waiver

Except as provided herein, the failure to exercise a right or to require performance of an obligation under these Terms shall not effect, a party’s ability to exercise such right or require such performance at any time thereafter nor shall the waiver of a breach constitute a waiver of any subsequent breach.

Changes to These Terms and Conditions

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will make reasonable efforts to provide at least 30 days’ notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Service after those revisions become effective, you agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

Contact Us

If you have any questions about these Terms and Conditions, you can contact us: By sending us an email on info@towel.ng