Refund & Return Policy

This Terms of Refund & Cancellation Policy Agreement (hereinafter "Agreement") sets forth the terms and conditions by which we provide the B2B Maldives Trade Mark by Private Limited Application Services to site visitors, users, registered members and account holders. By visiting our site, using any of the tools and services provided via our site, or registering an account, you thereby agree to be bound by each of the terms and conditions of this Agreement.

1. Definitions

1.1 Refund

A “Refund” refers to the partial or full reversal of a payment made by the customer for services or products, credited back to the original mode of payment or any other method as determined by the Company.

A refund may be issued only under circumstances expressly permitted under this policy and is subject to applicable deductions, administrative charges, and processing timelines. Approval of a refund remains at the sole discretion of the Company unless otherwise mandated by applicable law.

1.2 Return

A “Return” refers to the act of a customer requesting to withdraw, cancel, or discontinue a purchased product or service prior to its full utilization or delivery.

In the context of digital, travel, or service-based offerings, a return may not involve the physical exchange of goods but instead signifies a formal request for cancellation. Acceptance of a return request is subject to service status, timing of the request, and the specific terms governing the purchase.

1.3 Reimbursement

A “Reimbursement” refers to the repayment made to a customer for expenses incurred on behalf of, or due to, the Company under valid and approved circumstances.

Reimbursements are typically processed when:

• A service is not delivered as committed due to the Company’s fault, or

• The customer has incurred additional approved costs directly attributable to the Company’s actions or omissions

All reimbursement claims must be supported by valid documentation and are subject to verification and approval by the Company.

2. Scope & Applicability

This Refund & Return Policy applies to all bookings, reservations, transactions, quotations, payments, and service requests made through B2B Maldives DMC™, whether processed via the official OTA platform, booking engine, partner dashboard, or through any offline or assisted channels including but not limited to email communications, WhatsApp messages, telephone conversations, travel agents, sub-agents, affiliates, or authorised representatives.

The Customer/Agent expressly acknowledges that this Policy governs all refund-related matters across all stages of engagement, including pre-booking, booking confirmation, payment processing, service execution, cancellation, modification, and post-travel settlement stages, irrespective of the mode of booking or communication used.

This Policy shall apply uniformly to all components of travel services including hotel accommodation, flights, transfers, tours, activities, add-on services, supplementary inclusions, and any ancillary services booked as part of or in relation to the main itinerary.

The Customer/Agent further agrees that this Refund & Return Policy shall be read in conjunction with the Company’s Pricing Policy, Payment Policy, Cancellation Policy, and Supplier Terms, and all such policies collectively form an integrated contractual framework governing the transaction.

In the event of any conflict, inconsistency, or interpretation discrepancy between this Refund & Return Policy and any other policy, the Pricing Policy and Cancellation Policy shall prevail and take overriding precedence.

The Company shall not be bound by any verbal representation, informal communication, or external assurance provided through unofficial channels, and only the terms expressly stated within the officially published policies shall be considered valid and enforceable.

By proceeding with any booking, payment, or service request, the Customer/Agent irrevocably acknowledges and accepts the scope and applicability of this Refund & Return Policy in its entirety without exception.

3. Conditional Refund Eligibility Clause

The Customer/Agent acknowledges and agrees that refund eligibility under B2B Maldives DMC™ is strictly conditional in nature and shall be governed primarily by applicable Supplier, resort, airline, transfer, and service provider cancellation policies, as well as the specific booking category, fare conditions, and time of cancellation request.

Subject to applicable cancellation timelines (commonly defined as T-X days prior to Date of Travel or as per individual Supplier/resort policy, whichever is more restrictive), certain bookings may be eligible for refund processing. Where such eligibility is applicable and approved, a maximum standard deduction of up to USD 6 (or equivalent in applicable currency) may be applied towards administrative, service, and platform processing charges, unless otherwise expressly specified at the time of booking confirmation or supplier agreement.

The Customer/Agent expressly agrees that refund eligibility is not automatic, absolute, or guaranteed under any circumstances and shall always remain subject to cumulative evaluation of multiple factors including but not limited to:

• Supplier-imposed cancellation and refund policies

• Booking classification (fully refundable, partially refundable, or non-refundable fare rules)

• Timing of cancellation request in relation to travel date and supplier cut-off deadlines

• Status of services already confirmed, processed, or operationally committed

The Customer/Agent further acknowledges that any refund is entirely dependent upon actual recovery of funds from respective third-party Suppliers, and the Company shall not be obligated to process or release refunds unless such amounts are successfully received and reconciled.

No refund shall be deemed guaranteed, implied, or assumed at any stage unless it is explicitly approved, confirmed in writing, and successfully processed through the Company’s official financial systems and payment channels.

By proceeding with any booking, the Customer/Agent irrevocably accepts that refund eligibility is conditional, variable, and supplier-driven, and agrees that all refund determinations shall be final, binding, and subject to the applicable policy framework.

4. Medical / Force Majeure / Supplier Cancellation

The Customer/Agent acknowledges and agrees that all bookings under B2B Maldives DMC™ are subject to inherent risks arising from unforeseen circumstances including medical emergencies, force majeure events, and supplier-driven cancellations, and that such events shall not automatically entitle the Customer/Agent to a full refund, compensation, or alternative arrangement unless expressly approved under applicable Supplier and Company policies.

In cases of medical cancellation, the Customer/Agent shall be required to provide valid and verifiable documentary evidence including medical certificates, hospital records, or any other supporting documents as deemed acceptable by the Company and/or the relevant Supplier. All approvals for refund or adjustment in such cases shall remain strictly subject to Supplier discretion, booking category, and applicable cancellation timelines, and shall not constitute an automatic entitlement.

In the event of force majeure, including but not limited to natural disasters, pandemics, epidemics, war, political instability, government restrictions, airline disruptions, port closures, strikes, or any other event beyond the reasonable control of the Company or its Suppliers, the Company shall not be held liable for non-performance, delay, cancellation, or modification of services. Any refund, rescheduling, or credit issuance in such cases shall be entirely dependent on Supplier policies and recoveries, and may be partial, conditional, or nil.

In cases of Supplier cancellation, including but not limited to hotel overbooking, service withdrawal, operational shutdowns, or inventory unavailability, the Company shall make reasonable efforts to secure alternative arrangements; however, no guarantee shall be provided for equivalent replacement, pricing parity, or service continuity. Any refund or adjustment shall be strictly limited to amounts actually recovered from the respective Supplier after deduction of applicable charges.

The Customer/Agent expressly agrees that the Company acts solely as an intermediary between the Customer/Agent and third-party Suppliers and shall not be liable for any direct, indirect, or consequential losses arising from medical cancellations, force majeure events, or Supplier-initiated cancellations.

By proceeding with any booking, the Customer/Agent irrevocably accepts that such events are beyond the Company’s control and agrees that all outcomes, including refunds, rescheduling, or credits, shall be strictly governed by Supplier policies and applicable operational feasibility, without imposing any liability on the Company.

5. Missed Services / Partial Utilization Clause

The Customer/Agent acknowledges and agrees that all services booked under B2B Maldives DMC™ are sold and confirmed as part of a fixed itinerary or service package, and no refund, credit, or adjustment shall be applicable for any missed, unused, or partially utilized services, whether voluntarily or involuntarily missed by the Customer/Traveller.

The Customer/Agent expressly agrees that failure to utilize any component of the booked itinerary, including but not limited to hotel nights, meals, transfers, excursions, tours, activities, airport services, or any add-on inclusions, shall not entitle the Customer/Agent to any refund, reimbursement, replacement, or compensation.

Partial utilization of services shall not qualify for proportionate refunds under any circumstances, as all bookings are confirmed and priced on a bundled, pre-allocated, and supplier-committed basis. The Company shall not be liable to recover or compensate for any services not availed due to late arrival, early departure, no-show, schedule changes, missed connections, personal decisions, travel delays, or any operational disruption outside the Company’s direct control.

The Customer/Agent further acknowledges that certain services may operate on fixed schedules or time-bound availability, and failure to attend or utilize such services at the designated time shall result in automatic forfeiture of that service without refund eligibility.

Any voluntary cancellation, alteration, or discontinuation of services by the Customer/Traveller during the course of travel shall not create any entitlement for refund, credit, or future adjustment.

The Company shall not be responsible or liable for any financial loss arising from missed or partially utilized services, and no claims shall be entertained in respect of unused portions of any confirmed booking.

By proceeding with any booking, the Customer/Agent irrevocably agrees that all services are non-separable in valuation and accepts full financial responsibility for any missed or partially utilized components of the itinerary.

6. Non-Refundable Components

The Customer/Agent acknowledges and agrees that certain components of bookings under B2B Maldives DMC™ are inherently non-refundable in nature and shall remain non-refundable under all circumstances, regardless of cancellation reason, timing, usage status, or refund eligibility of other booking elements.

The Customer/Agent expressly agrees that non-refundable components may include, but are not limited to, booking amount (B.AMT), supplier-blocked inventory costs, promotional or discounted fare elements, non-refundable hotel rates, airline fare classes, transfer commitments, activity bookings, add-on services, administrative charges, processing fees, payment gateway charges, banking and remittance costs, currency conversion losses, and any third-party committed expenditures incurred at the time of booking confirmation or processing.

The Customer/Agent further acknowledges that such non-refundable components are determined either by Supplier policy, promotional fare conditions, operational commitments, or system-based allocation logic, and once confirmed, these components shall not be eligible for refund, credit, adjustment, or transfer under any circumstances.

The Company shall not be obligated to recover or reimburse any non-refundable portion from Suppliers and shall not be liable for any loss arising from such components being forfeited, partially utilized, or fully unused.

The Customer/Agent agrees that non-refundable components may be deducted upfront or adjusted during refund processing, cancellation settlement, or booking modification, and such deductions shall be final, binding, and non-disputable.

By proceeding with any booking, the Customer/Agent irrevocably accepts that non-refundable components form an essential part of the pricing structure and waives any right to claim reimbursement, adjustment, or substitution of such amounts under any condition.

7. Variability of Refund Amount

The Customer/Agent acknowledges and agrees that all refunds under B2B Maldives DMC™ are inherently variable in nature and shall not be considered fixed, pre-determined, or guaranteed at any stage of booking, cancellation, or post-travel settlement.

The refund amount, if any, shall be strictly dependent on multiple dynamic and external factors including but not limited to Supplier cancellation policies, actual recoveries from hotels, airlines, transport providers, and activity operators, timing of cancellation, booking category (refundable, partially refundable, or non-refundable), currency exchange fluctuations, and applicable operational deductions.

The Customer/Agent expressly agrees that the Company shall not guarantee parity between the original booking amount and the final refund amount, and any difference arising shall be a natural consequence of Supplier-imposed penalties, service consumption status, and financial processing deductions.

The Customer/Agent further acknowledges that refund values may vary significantly from the original paid amount and may be reduced due to mandatory deductions such as Supplier penalties, administrative charges, payment gateway fees, banking charges, remittance costs, and currency conversion losses. Such deductions shall be final and binding.

The Company shall not be responsible for any perceived shortfall between the expected refund and the actual refund amount processed, and no claims, disputes, or adjustments shall be entertained on this basis.

The Customer/Agent agrees that refund calculations are subject to real-time Supplier responses and financial reconciliation outcomes, and therefore the final refund amount shall only be confirmed upon completion of full processing and settlement.

By proceeding with any booking, the Customer/Agent irrevocably accepts that refund amounts are variable, conditional, and subject to deductions, and waives any right to challenge or dispute the final refund value determined under this Policy.

8. Processing Time & Currency Adjustments

The Customer/Agent acknowledges and agrees that all refund processing, settlement cycles, and financial reconciliations under B2B Maldives DMC™ are subject to variable processing timelines governed by third-party Suppliers, banking institutions, payment gateways, and internal system verification procedures.

The Customer/Agent expressly understands that processing time for any refund, adjustment, or financial settlement is not fixed and may vary depending on multiple factors including Supplier response time, verification requirements, banking clearance cycles, payment gateway processing delays, currency conversion finalization, and cross-border settlement timelines.

The Company shall not be responsible or liable for any delay in refund processing arising from external financial institutions, intermediary banks, or Supplier approval delays, and such processing timelines shall not constitute a breach of service or obligation.

The Customer/Agent further agrees that all financial transactions involving international currencies are subject to currency conversion adjustments based on prevailing exchange rates at the time of processing or settlement. Such adjustments may result in differences between the original paid amount and the final refunded or adjusted amount.

The Customer/Agent acknowledges that currency fluctuations, exchange rate spreads, banking deductions, and conversion fees may directly impact the final refund or settlement value, and such variations are inherent to cross-border financial transactions and shall be fully borne by the Customer/Agent.

The Company shall not guarantee any fixed timeline for refund completion or fixed currency equivalence between the original transaction and final settlement amount, and all such outcomes shall remain conditional upon external processing systems and financial institutions.

By proceeding with any booking, payment, or refund request, the Customer/Agent irrevocably accepts that processing times and currency adjustments are variable, system-dependent, and externally governed, and waives any right to claim compensation or dispute arising from such delays or variations.

9. Dependence on Service Providers

The Customer/Agent acknowledges and agrees that all services offered under B2B Maldives DMC™ are entirely dependent on third-party service providers including, but not limited to, hotels, resorts, airlines, ferry operators, transport providers, activity operators, local destination management companies, and other ancillary service vendors (“Service Providers”).

The Company acts strictly as an intermediary facilitating bookings between the Customer/Agent and such Service Providers, and does not own, control, operate, or directly manage any of the services, inventory, or infrastructure offered by them.

The Customer/Agent expressly agrees that all confirmations, availability, pricing, service quality, operational execution, schedule adherence, and cancellations are ultimately governed and controlled by the respective Service Providers, and not by the Company.

The Company shall not be responsible or liable for any delay, failure, modification, suspension, or non-performance of services arising from Service Provider actions or omissions, including but not limited to overbooking, inventory unavailability, operational disruptions, staff shortages, schedule changes, regulatory restrictions, or unilateral cancellations.

The Customer/Agent further acknowledges that Service Provider policies, terms, and conditions shall apply independently and may override booking preferences, and such policies may change at any time without prior notice.

Any refund, rescheduling, replacement, or compensation arising from Service Provider actions shall be strictly subject to their respective policies and actual recoveries, and the Company shall not be obligated to guarantee or enforce any outcome beyond forwarding requests to the concerned Service Provider.

The Customer/Agent agrees that any loss, inconvenience, additional expense, or disruption arising from Service Provider dependency shall be solely borne by the Customer/Agent, and the Company shall have no liability in this regard.

By proceeding with any booking, the Customer/Agent irrevocably accepts that all services are fundamentally dependent on third-party Service Providers and agrees that such dependency is an essential and unavoidable condition of the transaction.

10. Direct claims against service providers

The Customer/Agent acknowledges and agrees that all services booked through B2B Maldives DMC™ are rendered by independent third-party Service Providers including hotels, resorts, airlines, transport operators, activity providers, and local vendors, and not by the Company itself.

Accordingly, the Customer/Agent expressly agrees that any claim, dispute, grievance, complaint, compensation request, service deficiency issue, refund dispute, or performance-related concern arising from the actual delivery of services shall primarily lie against the respective Service Provider responsible for the service in question.

The Customer/Agent further agrees that the Company acts solely as a booking and facilitation intermediary and does not assume any direct operational liability for service execution, quality, delays, cancellations, or non-performance by Service Providers. Any such issues must be addressed in accordance with the applicable policies, procedures, and limitations of the respective Service Provider.

Where required, the Company may, at its sole discretion, assist in forwarding or communicating the Customer/Agent’s request to the relevant Service Provider; however, such facilitation shall not constitute acceptance of liability, admission of fault, or guarantee of resolution in favour of the Customer/Agent.

The Customer/Agent agrees that the Company shall not be a party to any direct legal proceedings, disputes, arbitration, or claims initiated against Service Providers, and shall not be held responsible for outcomes, settlements, or decisions arising therefrom.

The Customer/Agent further acknowledges that any resolution, refund, compensation, or adjustment granted by Service Providers shall be strictly governed by their own terms and conditions and shall not create any obligation upon the Company to match, supplement, or enforce such outcomes.

By proceeding with any booking, the Customer/Agent irrevocably agrees that all direct claims shall be directed solely to the relevant Service Providers and waives any right to hold the Company responsible for service-level disputes beyond its role as an intermediary facilitator.

11. Processing of refunds

The Customer/Agent acknowledges and agrees that all refund processing under B2B Maldives DMC™ is a structured, system-driven, and Supplier-dependent procedure, and shall not be considered immediate, automatic, or guaranteed under any circumstances.

All refund requests shall be subject to verification, evaluation, and approval based on applicable Supplier policies, booking conditions, cancellation timelines, service utilization status, and actual recoveries from third-party Service Providers. The Company shall initiate refund processing only after receiving confirmation of eligibility and recoverable amounts from the respective Suppliers.

The Customer/Agent expressly agrees that refund processing timelines are indicative only and may vary depending on multiple factors including Supplier response time, banking settlement cycles, payment gateway processing durations, currency conversion finalization, and internal reconciliation procedures. The Company shall not be held responsible for any delays arising from such external dependencies.

The refund amount, if approved, shall be processed after deduction of applicable charges including but not limited to Supplier cancellation penalties, non-refundable components, administrative charges, payment gateway fees, banking and remittance charges, and currency conversion differences, as applicable under the relevant booking terms.

The Customer/Agent further acknowledges that refunds shall be processed strictly to the original mode of payment or as credit adjustment, as determined by the Company and/or Supplier policies. Any deviation or alternative refund method shall be subject to approval and operational feasibility.

The Company does not guarantee full refund of the booking amount under any circumstances, and all refunds are subject to partial or nil outcomes based on Supplier conditions and applicable deductions.

By initiating a refund request or proceeding with a booking, the Customer/Agent irrevocably accepts that refund processing is conditional, time-dependent, and externally governed, and waives any right to claim fixed timelines or full-value reimbursement as part of the refund process.

11.1 Refund Credited to Account 

The Customer/Agent acknowledges and agrees that all refunds under B2B Maldives DMC™ shall be processed strictly in accordance with Supplier policies, banking regulations, internal system workflows, and applicable compliance requirements, and shall not be considered immediate, guaranteed, or fixed in timeline.

Where a refund is approved, the same may first be credited to the Customer/Agent’s secure wallet/account within the B2B Maldives DMC™ dashboard system (“Wallet Refund”). Such credit shall be treated as the initial stage of refund processing and shall not constitute final settlement until withdrawal or transfer to an external bank account is successfully completed.

The Customer/Agent expressly agrees that any withdrawal, transfer, or movement of funds from the Wallet to a bank account shall be subject to mandatory account verification and KYC (Know Your Customer) compliance checks as per applicable regulatory guidelines, including RBI-aligned banking and anti-money laundering (AML) requirements, where applicable. Such verification may include identity validation, bank account confirmation, supporting documentation, and system-based risk assessment.

The Customer/Agent further acknowledges that no wallet-to-bank transfer shall be initiated or completed unless the account is fully verified and compliant with required KYC standards, and any delay arising from incomplete documentation, verification failure, incorrect banking details, or compliance checks shall be solely attributable to the Customer/Agent.

The refund timeline shall be variable and dependent on multiple external and internal factors including but not limited to Supplier approval timelines, banking settlement cycles, payment gateway processing, currency conversion finalization, compliance verification, and internal reconciliation procedures.

The Company shall not be liable for any delay, suspension, or rejection of refund processing arising from regulatory compliance requirements, banking system limitations, or incomplete KYC verification.

The Customer/Agent agrees that refund-in-process status does not guarantee completion within a fixed timeline and shall remain subject to ongoing verification, approval, and settlement conditions until final transfer is successfully executed.

By proceeding with any booking or refund request, the Customer/Agent irrevocably accepts that refunds may be processed in staged form (Supplier recovery → wallet credit → verified withdrawal) and waives any right to claim immediate bank settlement without completion of mandatory verification and compliance procedures.

11.2 Refund Credited to Customer Wallet 

The Customer/Agent acknowledges and agrees that all approved refunds under B2B Maldives DMC™ shall, by default, be credited to the Customer/Traveller’s secure wallet/account maintained within the Company’s booking dashboard system, and not directly to the original payment instrument or bank account unless explicitly specified by the Company.

Such wallet credit shall be deemed the initial stage of refund processing and shall only represent an internal settlement within the Company’s system architecture. The refund shall be considered fully completed only upon successful withdrawal or transfer from the wallet to an external bank account, subject to applicable conditions.

The Customer/Traveller expressly agrees that any withdrawal or transfer of funds from the wallet to a bank account shall be strictly subject to mandatory KYC (Know Your Customer) verification, identity authentication, and compliance checks, as per applicable regulatory guidelines including RBI-aligned banking norms, anti-money laundering (AML) requirements, and internal risk control policies of the Company and its payment partners.

The Customer/Traveller further acknowledges that no withdrawal shall be processed unless the wallet account is fully verified, and any delay, suspension, or rejection arising due to incomplete documentation, mismatched banking details, compliance failure, or verification discrepancies shall not be attributable to the Company.

The Company shall not be liable for any delay or failure in fund transfer arising from banking system limitations, regulatory compliance requirements, or third-party payment gateway restrictions.

The Customer/Traveller agrees that wallet credits do not constitute freely transferable bank funds until successful completion of verification and withdrawal approval processes, and such funds shall remain subject to system controls and compliance obligations.

By proceeding with any booking or refund request, the Customer/Traveller irrevocably accepts that refunds may be processed via wallet credit mechanism and that KYC-based verification is mandatory for any external transfer of funds to a bank account.

11.3 Refund as Credit Note 

The Customer/Agent acknowledges and agrees that all approved refunds under B2B Maldives DMC™ shall, by default, be credited to the Customer/Traveller’s secure wallet/account maintained within the Company’s booking dashboard system, and not directly to the original payment instrument or bank account unless explicitly specified by the Company.

Such wallet credit shall be deemed the initial stage of refund processing and shall only represent an internal settlement within the Company’s system architecture. The refund shall be considered fully completed only upon successful withdrawal or transfer from the wallet to an external bank account, subject to applicable conditions.

The Customer/Traveller expressly agrees that any withdrawal or transfer of funds from the wallet to a bank account shall be strictly subject to mandatory KYC (Know Your Customer) verification, identity authentication, and compliance checks, as per applicable regulatory guidelines including RBI-aligned banking norms, anti-money laundering (AML) requirements, and internal risk control policies of the Company and its payment partners.

The Customer/Traveller further acknowledges that no withdrawal shall be processed unless the wallet account is fully verified, and any delay, suspension, or rejection arising due to incomplete documentation, mismatched banking details, compliance failure, or verification discrepancies shall not be attributable to the Company.

The Company shall not be liable for any delay or failure in fund transfer arising from banking system limitations, regulatory compliance requirements, or third-party payment gateway restrictions.

The Customer/Traveller agrees that wallet credits do not constitute freely transferable bank funds until successful completion of verification and withdrawal approval processes, and such funds shall remain subject to system controls and compliance obligations.

By proceeding with any booking or refund request, the Customer/Traveller irrevocably accepts that refunds may be processed via wallet credit mechanism and that KYC-based verification is mandatory for any external transfer of funds to a bank account.

11.4 Reimbursement to Bank Account

The Customer/Agent acknowledges and agrees that any amount processed as a reimbursement to a bank account by B2B Maldives DMC™ shall be treated strictly as a discretionary financial adjustment or goodwill settlement, and not as an admission of liability, fault, deficiency, error, or breach of any nature whatsoever by the Company.

The Customer/Agent expressly agrees that such reimbursement, where granted, is made purely as a gesture of commercial goodwill, operational courtesy, or service facilitation, and shall not be interpreted or construed as acceptance of wrongdoing, contractual breach, negligence, misrepresentation, or failure in service delivery by the Company or any of its representatives.

The Customer/Agent further acknowledges that reimbursement decisions are made on a case-by-case basis, subject to internal assessment, Supplier confirmations, operational feasibility, and financial reconciliation outcomes, and shall remain entirely at the sole discretion of the Company.

The Customer/Agent agrees that no reimbursement shall create any precedent, legal right, or continuing obligation for similar payments in future cases, and each request shall be evaluated independently without binding effect from prior decisions.

The Company expressly disclaims any implication that reimbursement constitutes acceptance of guilt, error, or responsibility, and such payments are issued without prejudice and without admission of liability in any form.

The Customer/Agent further agrees that acceptance of reimbursement shall constitute full and final settlement of the concerned claim, and no further demands, disputes, or claims shall be raised in relation to the same matter once reimbursement has been processed.

By proceeding with any booking or accepting any reimbursement, the Customer/Agent irrevocably agrees that all such payments are voluntary, goodwill-based adjustments and shall not be interpreted as acknowledgment of fault or legal liability on the part of the Company.

11.5 Reimbursement to Customer Wallet

The Customer/Agent acknowledges and agrees that any reimbursement processed by B2B Maldives DMC™ may, at the sole discretion of the Company, be credited to the Customer/Traveller’s secure wallet/account within the booking dashboard system instead of being processed directly to the original payment method or bank account.

Such wallet-based reimbursement shall be treated as an internal system credit and shall represent a conditional financial adjustment pending further usage or withdrawal eligibility, as governed by applicable policies, compliance requirements, and system controls.

The Customer/Agent expressly agrees that wallet reimbursement does not constitute cash in hand or freely withdrawable funds unless and until all applicable verification, KYC, and compliance procedures are successfully completed for any subsequent transfer to a bank account, as per regulatory requirements including RBI-aligned guidelines and internal risk control policies.

The Customer/Agent further acknowledges that wallet reimbursements may be subject to usage restrictions, validity conditions, or service linkage limitations as defined by the Company, and may be used primarily for future bookings, services, or eligible platform transactions unless otherwise permitted.

The Company reserves the absolute right to determine the mode, timing, and structure of reimbursement, and may opt for wallet crediting based on operational efficiency, Supplier settlement methods, banking constraints, or transaction feasibility.

The Customer/Agent agrees that wallet reimbursements shall not imply immediate liquidity, unrestricted withdrawal rights, or cash equivalence, and any external transfer from wallet to bank account shall be subject to mandatory verification, approval, and processing timelines.

The Customer/Agent further agrees that no interest, compensation, or financial benefit shall accrue on wallet balances, and such balances shall remain non-interest-bearing system credits.

By accepting this policy, the Customer/Agent irrevocably agrees that reimbursement to wallet is a valid, binding, and compliant mode of financial adjustment and waives any right to insist on direct bank refunds where wallet crediting has been applied in accordance with Company policy.

11.6 Reimbursement as Credit Note

The Customer/Agent acknowledges and agrees that, at the sole discretion of B2B Maldives DMC™ and/or applicable Service Providers, any reimbursement arising out of cancellations, adjustments, goodwill settlements, or operational considerations may be issued in the form of a Credit Note instead of a direct cash refund or bank transfer.

The Customer/Agent expressly agrees that such Credit Note shall represent a conditional travel value instrument and not a cash-equivalent or demandable financial instrument, and shall be governed strictly by the terms, validity, and usage restrictions defined herein.

The Credit Note shall be valid for a period of 365 days (01 year) from the date of issuance, and must be fully or partially utilized within this validity period. Any unused or partially unused Credit Note shall automatically expire upon completion of 365 days without any further liability, extension, or obligation on the Company.

The Customer/Agent further acknowledges that the Credit Note shall be strictly non-transferable, non-assignable, and non-endorsable, and shall be restricted solely to the original Customer/Traveller whose details are registered against the Booking ID at the time of issuance. No change of name, beneficiary substitution, or third-party usage shall be permitted under any circumstances.

The Credit Note shall also be restricted to the same destination, service category, and product type as originally booked, unless expressly approved otherwise in writing by the Company and/or the concerned Service Provider. Any request for deviation in destination, service structure, or travel category shall remain subject to sole discretion and availability.

The Credit Note shall not be encashable, refundable, or convertible into cash, bank transfer, or wallet withdrawal, except where explicitly permitted in writing by the Company under exceptional circumstances.

The Customer/Agent agrees that issuance of a Credit Note constitutes full and final settlement of the eligible reimbursement amount, and no further monetary claims, disputes, or refund demands shall be raised in respect of the same transaction once the Credit Note has been issued.

By accepting this policy, the Customer/Agent irrevocably agrees that Credit Notes are conditional, time-bound, and usage-restricted travel instruments, and waives any right to demand cash reimbursement or alternative financial settlement outside the terms stated herein.

11.7 Flight Credit Note

The Customer/Agent acknowledges and agrees that in the event of cancellation, disruption, refund conversion, or Supplier-approved adjustment of any flight booking under B2B Maldives DMC™, the refundable value, if applicable, may be issued in the form of a Flight Credit Note (FCN) instead of a direct cash refund.

The Flight Credit Note shall represent a non-cash, non-interest-bearing travel credit instrument issued against the original booking value, and shall be strictly linked to the original Passenger Name Record (PNR) and traveller details.

The Customer/Traveller expressly agrees that the Flight Credit Note shall be:

• Valid for a fixed period of 365 days (01 year) from the date of issuance, unless otherwise specified by the Airline or Service Provider

• Strictly non-transferable and non-assignable, and usable only by the original passenger(s) named in the booking

• Restricted for use only on flight bookings with the same airline or approved partner carriers, subject to fare rules and availability

• Non-convertible into cash, bank transfer, or wallet withdrawal, except where explicitly permitted by the airline or regulatory authority

• Subject to fare differences, taxes, service charges, and applicable fare conditions at the time of rebooking

The Customer/Agent further acknowledges that in case of multiple passengers under a single booking, the Credit Note value may be proportionately allocated among travellers as per system-defined allocation rules, and individual usage shall not exceed the assigned entitlement.

The Flight Credit Note may be used partially or fully within its validity period, and any unused balance upon expiry of 365 days shall automatically lapse without liability, extension, refund, or compensation from the Company or the Service Provider.

The Customer/Agent expressly agrees that issuance of a Flight Credit Note is a settlement mechanism in lieu of monetary refund, and does not constitute an admission of liability, fault, breach, or deficiency by the Company or any Service Provider.

The Company shall not be responsible for airline-specific conditions, system restrictions, redemption failures, or operational limitations affecting the use of the Flight Credit Note, and all redemption rules shall remain governed by the respective airline’s terms and conditions.

By accepting this policy, the Customer/Agent irrevocably agrees that Flight Credit Notes are conditional travel instruments governed by strict validity, usage, and airline-imposed restrictions, and waives any right to demand cash refund where such credit issuance has been applied in accordance with Supplier policy.

11.8 Package Refund, Credit Note, Customer Wallet

The Customer/Agent acknowledges and agrees that any approved refund arising from cancellation, modification, non-utilization, or Supplier-authorised adjustment of a tour package booked under B2B Maldives DMC™ may, at the sole discretion of the Company and/or respective Service Providers, be processed either as a Credit Note or as a credit to the Customer/Traveller Wallet within the booking dashboard system, instead of a direct cash refund.

The Customer/Agent expressly agrees that such Credit Note or Wallet Credit shall constitute a conditional internal settlement mechanism and shall not be treated as cash, bank funds, or an immediately withdrawable financial asset unless specifically approved under applicable verification and compliance procedures.

Where issued as a Credit Note, the same shall be governed by validity, usage, and non-transferability conditions as per Company policy, including a standard validity period of 365 days from the date of issuance, unless otherwise stated by the Supplier. Such Credit Note shall be strictly non-transferable, non-assignable, non-convertible to cash, and restricted to use by the original Customer/Traveller only, and may be limited to the same or similar service category, destination, or package type.

When processed as a Wallet Credit, the amount shall be credited to the Customer’s secure dashboard wallet linked to the Booking ID and shall remain subject to system controls, verification, and compliance requirements. Any withdrawal or transfer from wallet to bank account shall mandatorily require KYC verification, identity authentication, and compliance clearance, in accordance with applicable regulatory guidelines, including RBI-aligned banking norms and anti-money laundering (AML) requirements.

The Customer/Agent further acknowledges that Wallet Credits do not constitute free or unrestricted funds and may only be utilised for future bookings or eligible services within the B2B Maldives DMC™ ecosystem unless external withdrawal is explicitly permitted.

The Company reserves the absolute right to determine the mode of refund (Credit Note or Wallet Credit), based on Supplier recovery, operational feasibility, banking constraints, and system limitations, and such determination shall be final and binding.

The Customer/Agent agrees that no interest, financial benefit, or compensation shall accrue on Credit Notes or Wallet balances, and any unused Credit Note shall automatically expire upon completion of its validity period without liability or obligation on the Company.

By accepting this policy, the Customer/Agent irrevocably agrees that package refunds processed as Credit Notes or Wallet Credits are conditional, system-driven, and policy-bound settlement mechanisms, and waives any right to demand direct bank refund where such alternative refund mode has been applied in accordance with Company or Supplier policy.

12. Timelines

The Customer/Agent acknowledges and agrees that all timelines mentioned under B2B Maldives DMC™, including but not limited to booking confirmation timelines, payment due dates, supplier response time, refund processing duration, modification requests, and service execution schedules, are indicative, system-generated, and subject to variation based on operational and third-party dependencies.

All timelines are derived from a combination of Supplier policies, availability status, booking load, seasonal demand, banking cycles, payment gateway processing, and internal system workflows, and therefore cannot be guaranteed as fixed, absolute, or binding delivery commitments unless explicitly confirmed in writing by the Company.

The Customer/Agent expressly agrees that delays may occur due to factors beyond the Company’s control, including but not limited to Supplier approval delays, inventory allocation changes, banking settlement cycles, currency conversion processing, technical system errors, force majeure events, or regulatory restrictions.

The Company shall not be liable for any loss, inconvenience, or financial impact arising from deviation in timelines, and such variations shall not be construed as breach of contract, deficiency in service, or non-performance.

The Customer/Agent further acknowledges that time-sensitive actions, including payment completion, document submission, approval confirmations, and response requirements, must strictly adhere to system-defined deadlines, and failure to comply may result in automatic cancellation, price revision, or service rejection without liability on the Company.

All timelines provided by the Company are best-effort estimates based on available operational data and Supplier coordination, and may be extended, revised, or updated without prior notice depending on real-time conditions.

By proceeding with any booking or service request, the Customer/Agent irrevocably accepts that all timelines are flexible, conditional, and externally influenced, and waives any right to claim damages or compensation arising from delays or schedule changes.

13. Mode of Refund

The Customer/Agent acknowledges and agrees that all refunds under B2B Maldives DMC™ shall be processed strictly through system-determined and Company-approved financial channels, and the mode of refund shall be selected at the sole discretion of the Company, subject to banking feasibility, Supplier settlement method, and payment gateway capabilities.

All eligible refunds shall, by default, be processed to the original mode of payment used at the time of booking, including but not limited to credit/debit cards, net banking, UPI, wallets, or any other authorized digital payment method. However, the Company reserves the absolute right to process refunds via alternative methods such as bank transfer, wallet credit, or account adjustment in cases where original payment channels are unavailable, restricted, or technically non-operational.

The Customer/Agent expressly agrees that refund processing through third-party banking systems, payment gateways, and financial institutions is subject to their respective timelines, processing rules, verification requirements, and operational constraints, and the Company shall not be responsible for delays arising therefrom.

Where refunds are processed via bank transfer or cross-border remittance, the Customer/Agent shall be solely responsible for providing accurate and complete banking details, and the Company shall not be liable for any loss arising from incorrect, incomplete, or outdated account information provided by the Customer/Agent.

The Customer/Agent further acknowledges that currency conversion, intermediary bank deductions, payment gateway charges, and foreign exchange fluctuations may impact the final credited refund amount, and such variations shall be fully borne by the Customer/Agent without any liability on the Company.

In cases where refund is issued in the form of wallet credit, travel credit, or account adjustment, such credits shall be subject to validity periods, usage restrictions, and applicable booking conditions as determined by the Company and/or Suppliers, and shall not be encashable unless explicitly permitted.

The Company shall not be obligated to process refunds in any specific mode requested by the Customer/Agent, and the final mode of refund shall be determined based on operational convenience, financial system compatibility, and supplier settlement structure.

By proceeding with any booking or refund request, the Customer/Agent irrevocably accepts that the mode of refund is variable, system-driven, and externally dependent, and waives any right to demand a specific refund method under any circumstance.

14. Documentation Requirement

The Customer/Agent acknowledges and agrees that all refund, cancellation, modification, settlement, dispute resolution, and financial adjustment requests under B2B Maldives DMC™ shall be strictly subject to submission, verification, and approval of complete and valid documentation as required by the Company and/or respective Service Providers.

The Customer/Agent expressly agrees that the Company reserves the absolute right to request any supporting documents, including but not limited to booking confirmations, payment proofs, bank statements, government-issued identification, medical certificates (in case of medical cancellation), death certificates (where applicable), Supplier correspondence, travel itineraries, and any additional documents necessary for verification and processing of the request.

All submitted documents must be clear, authentic, valid, and legible, and the Company shall have the right to reject, delay, or suspend processing of any request where documentation is incomplete, inconsistent, unverifiable, or deemed insufficient for assessment.

The Customer/Agent further acknowledges that documentation requirements may vary depending on Supplier policies, booking category, cancellation reason, payment method, jurisdictional requirements, and banking compliance obligations, and such requirements may be updated or expanded at any stage without prior notice.

The Customer/Agent agrees that submission of documentation does not guarantee approval of refund, cancellation, or any financial adjustment, and all decisions shall remain subject to Supplier confirmation, internal verification, and policy compliance.

The Customer/Agent further acknowledges and agrees that, where refunds are processed, the same may be credited to the Customer/Agent’s internal wallet linked to the booking dashboard before any external transfer is initiated. Any subsequent transfer of funds from the wallet to the Customer/Agent’s bank account shall be subject to mandatory verification, compliance checks, and authentication procedures on the dashboard, including KYC/identity validation and payment authorization as per applicable banking and regulatory requirements, including RBI-related compliance norms and anti-fraud safeguards.

The Customer/Agent expressly agrees that wallet-to-bank transfers shall not be processed without successful completion of such verification steps, and any delay or rejection arising from incomplete verification, incorrect banking details, or compliance failure shall not be attributable to the Company.

By proceeding with any booking or refund request, the Customer/Agent irrevocably accepts that documentation submission, wallet-based crediting, and subsequent verified withdrawal procedures are mandatory, binding, and preconditions for financial processing, and waives any right to claim direct bank refunds without adherence to the prescribed system and compliance framework.

15. Consent-Based Processing

The Customer/Agent acknowledges and agrees that all actions undertaken by B2B Maldives DMC™, including but not limited to booking confirmation, payment processing, supplier reservation, itinerary modification, cancellation handling, refund initiation, wallet crediting, and financial settlement, shall be strictly based on deemed, implied, and/or system-recorded consent.

The Customer/Agent expressly agrees that consent is considered validly obtained through any of the following actions: submission of booking request, acceptance of quotation, generation of Customer ID/Booking ID, initiation or completion of payment through authorized channels, use of the Company’s dashboard, or continued engagement with the booking process after receipt of terms and policies.

The Customer/Agent further acknowledges that consent once provided, whether explicitly or implicitly through action, shall be considered irrevocable, continuous, and binding for all operational, financial, and service-related processing associated with the Booking ID, unless otherwise permitted under applicable policies.

The Company shall not be required to obtain separate written or physical authorization at each stage of processing, and all system-generated approvals, automated triggers, and dashboard-based actions shall be deemed valid consent for execution of services and financial transactions.

The Customer/Agent agrees that consent may be recorded, stored, and validated through digital logs, system timestamps, payment confirmations, email trails, and dashboard activity, and such records shall be considered conclusive evidence of authorization.

The Customer/Agent further waives any right to dispute or challenge actions undertaken by the Company where such actions are performed in accordance with system-generated consent, policy acceptance, or booking continuation behavior.

The Company shall not be liable for any consequences arising from consent-based processing, including but not limited to payment execution, booking confirmation, refund crediting, cancellation actions, or wallet transactions, as long as such actions are aligned with the accepted policies and system workflows.

By proceeding with any booking, payment, or service interaction, the Customer/Agent irrevocably agrees that all processing is consent-based in nature and authorizes the Company to act on their behalf within the scope of the agreed booking and policy framework without requiring additional approvals at each operational stage.

16. Non-refundable transactions

The Customer/Agent acknowledges and agrees that certain transactions under B2B Maldives DMC™ are strictly non-refundable in nature and shall remain non-refundable under all circumstances, irrespective of cancellation reason, timing, service utilization status, or outcome of the booking.

The Customer/Agent expressly agrees that non-refundable transactions may include, but are not limited to, booking amount (B.AMT), promotional or discounted fares, supplier-blocked inventory costs, confirmed hotel bookings, airline tickets, transfers, excursions, activity bookings, add-on services, administrative charges, processing fees, payment gateway charges, banking and remittance costs, currency conversion differences, and any third-party committed or prepaid expenses incurred on behalf of the Customer/Agent.

The Customer/Agent further acknowledges that once a transaction is marked as non-refundable—either by Supplier policy, fare rules, system classification, or promotional conditions—it shall not be eligible for refund, adjustment, credit note, or transfer under any circumstances, unless explicitly stated otherwise in writing by the Company.

The Company shall not be obligated to recover or reimburse any non-refundable transaction amounts from Suppliers, and such amounts shall be deemed finally earned, consumed, or forfeited at the time of confirmation or payment processing as applicable.

The Customer/Agent agrees that non-refundable transactions may be deducted upfront or during refund settlement processing, and such deductions shall be final, binding, and non-disputable.

The Customer/Agent further acknowledges that acceptance of a booking or payment constitutes full acceptance of the non-refundable nature of applicable components and waives any right to dispute, reverse, or challenge such classification at any stage.

By proceeding with any booking or payment, the Customer/Agent irrevocably accepts that non-refundable transactions form an integral part of the pricing and operational structure and assumes full financial responsibility for the same without exception.

17. No Liability & Waiver

The Customer/Agent acknowledges and agrees that B2B Maldives DMC™ acts solely as a facilitation and intermediary platform between the Customer/Agent and independent third-party Service Providers, including but not limited to hotels, resorts, airlines, transport operators, activity providers, and destination management companies.

The Customer/Agent expressly agrees that the Company shall not be held liable for any direct, indirect, incidental, consequential, punitive, or special damages arising out of or in connection with booking confirmation, service delivery, pricing variations, cancellations, delays, non-performance, supplier failures, force majeure events, payment processing issues, or refund outcomes.

The Customer/Agent further agrees that all services are dependent on third-party suppliers and external systems, and the Company does not control, operate, or guarantee service execution, availability, quality, or continuity.

To the maximum extent permitted under applicable law, the Customer/Agent irrevocably waives, releases, and discharges the Company, its directors, employees, affiliates, agents, and representatives from any and all present or future claims, demands, liabilities, losses, damages, costs, or legal actions arising from or related to any aspect of the booking, payment, travel experience, or financial settlement.

The Customer/Agent further agrees that any reliance placed on quotations, itineraries, communications, or representations made by the Company prior to final confirmation is at their sole risk, and such reliance shall not give rise to any liability or obligation on the part of the Company.

The Customer/Agent expressly waives any right to initiate legal proceedings or claims against the Company for matters arising from Supplier actions, system errors, pricing fluctuations, refund adjustments, or operational disruptions beyond the Company’s direct control.

The Company shall not be liable for any loss of business, opportunity, revenue, travel inconvenience, emotional distress, or reputational damage arising from any booking-related or service-related issue.

By proceeding with any booking or transaction, the Customer/Agent irrevocably accepts this No Liability & Waiver clause in its entirety and agrees that the Company shall stand fully indemnified and held harmless from all such claims and liabilities.

18. Overriding Supplier Terms

The Customer/Agent acknowledges and agrees that all bookings under B2B Maldives DMC™ are ultimately subject to the terms, conditions, policies, operational rules, and contractual obligations of the respective third-party Service Providers, including but not limited to hotels, resorts, airlines, transport operators, activity providers, and destination management companies.

The Customer/Agent expressly agrees that Supplier terms shall apply independently and may supersede, override, or modify any booking-related expectations, quotations, itineraries, or representations made by the Company, particularly in matters relating to cancellation, refund eligibility, modification rules, service availability, check-in/check-out policies, no-show conditions, and operational restrictions.

In the event of any conflict, inconsistency, or deviation between the Company’s policies and the Supplier’s terms, the Customer/Agent acknowledges that Supplier terms shall prevail and take overriding precedence, and the Company shall not be liable for enforcing, altering, or contradicting such Supplier-imposed conditions.

The Customer/Agent further agrees that Supplier terms may be amended, updated, or applied dynamically by the respective Service Provider without prior notice, and such changes shall automatically apply to the booking without requiring additional consent or approval from the Customer/Agent or the Company.

The Company acts solely as an intermediary facilitator and does not control, negotiate, or guarantee deviation from Supplier terms under any circumstances. Any request for exception, waiver, refund, or modification shall be subject entirely to Supplier discretion and approval.

The Customer/Agent expressly waives any right to hold the Company responsible for losses, penalties, or service limitations arising from Supplier-imposed terms, including financial deductions, cancellation penalties, or restricted service usage conditions.

By proceeding with any booking, the Customer/Agent irrevocably accepts that all services are governed primarily by Supplier terms, which are binding, enforceable, and overriding in nature, and agrees to comply with the same without dispute or recourse against the Company.

19. Legal Enforceability

The Customer/Agent acknowledges and agrees that all terms, conditions, policies, clauses, schedules, and operational frameworks under B2B Maldives DMC™, including but not limited to Pricing Policy, Payment Policy, Refund Policy, Cancellation Policy, and all Supplier-related conditions, collectively constitute a legally binding and enforceable agreement between the Customer/Agent and the Company.

The Customer/Agent expressly agrees that acceptance of these terms shall be deemed to occur upon any booking initiation, quotation acceptance, Customer ID/Booking ID generation, payment (partial or full), or continued use of the Company’s services or platforms, and such acceptance shall carry full legal effect without requirement of physical signature or separate written confirmation.

The Customer/Agent further acknowledges that all system-generated records, including emails, payment confirmations, dashboard logs, timestamps, transaction histories, automated notifications, and Booking ID records, shall constitute valid, admissible, and conclusive evidence of acceptance, consent, and contractual agreement.

The Customer/Agent agrees that these terms shall be enforceable to the maximum extent permitted under applicable laws and shall remain valid throughout the lifecycle of the booking, including pre-travel, in-travel, post-travel, refund processing, dispute handling, and settlement stages.

In the event any provision of this Policy is held to be invalid, illegal, or unenforceable by any competent authority, such provision shall be severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect without being affected or impaired.

The Customer/Agent further agrees that any dispute arising out of or in connection with this agreement shall be subject to the exclusive interpretation and enforcement of applicable laws governing the jurisdiction of the Company’s operations, and no external representation or communication shall override the legal validity of these terms.

By proceeding with any booking or transaction, the Customer/Agent irrevocably confirms that they have the legal capacity to enter into this agreement and accepts full legal responsibility for compliance with all binding terms and conditions herein.

20. Pointwise Brief on Refund & Return Policy

• All bookings made via OTA platform B2B Maldives are 100% refundable with deduction of service charges & platform fee amounting to maximum deduction of USD 6 up to T-X days (X are the number of days mentioned prior to making booking which are variable for each resort & hotel, as per resort policy).

• Booking is 100% refundable in case of cancellation due to medical issues (subject to acceptance by the on-ground hotel/flight/DMC partner for the services), geopolitical issues, or cancellation via the hotel/flight/DMC partner. Please note govt. An authorized institution’s medical certificate is required in such cases.

• Refund or reimbursement for any of the Missed Events (eg: water sport activity due to bad weather) will be provided to the customer after the resort's/transfer/service supplier confirmation. 

• TCS & GST paid in the quote is non-refundable post billing invoice. TAC, TSC, GST & B.AMT collected By DMC against the given services of sales booking, reservations & operations are non-refundable. 

• The refund may vary from resort to resort, amount, and category of rooms booked. Similarly, it may vary for flights & ferry services if booked via B2B Maldives.

• The refund may take up to a minimum of 45-60 working days in worst-case scenarios, which constitutes the deductions of ROE charged on conversion of USD to INR and transaction charges.

• In case of reimbursement & refund, the invoices & bill receipts from the resort, hotel, taxi, flight or any other ticket purchased for tour/event are required. Bill as proof is required for reimbursement in any case

• Any form of refund once approved for unused service will be credit to the partner/customer wallet linked to the booking ID.

• Any form of refund processed will be post confirmation/consent of the customer on mail or on the customer dashboard. If the consent is not received within 48 hrs post presentation of final offer and calculation the refund will be credited to the customer’s wallet on the dashboard and CN++ (Credit Note) will be issued and sent via mail.

21. Public Grievances Support & Customer Disputes Clause

The Customer/Agent acknowledges and agrees that B2B Maldives DMC™ provides a structured grievance redressal mechanism for addressing customer concerns, disputes, and service-related issues arising out of bookings, payments, refunds, cancellations, or operational execution of services.

All grievances shall be submitted exclusively through the Company’s official communication channels, including registered email support, designated grievance contact points, or the official customer support system linked to the Booking ID. Any communication made through informal, unofficial, or unregistered channels shall not be considered valid for dispute resolution purposes.

The Customer/Agent agrees that all grievances shall be reviewed and assessed based on Booking ID records, system logs, Supplier confirmations, payment status, and applicable policy frameworks including Pricing Policy, Payment Policy, Refund Policy, Cancellation Policy, and Supplier terms.

The Company shall act solely as a facilitator in coordinating with relevant third-party Service Providers for resolution of disputes, and shall not be responsible for unilateral acceptance, rejection, or settlement outcomes determined by such Service Providers.

The Customer/Agent further acknowledges that resolution timelines for grievances are indicative and subject to variation based on complexity of the issue, Supplier response time, banking and financial reconciliation processes, and documentation completeness. The Company does not guarantee fixed timelines or outcomes for dispute resolution.

The Company reserves the right to request additional documentation, clarification, or verification from the Customer/Agent as part of the grievance review process, and failure to provide such information may result in delay, closure, or non-consideration of the grievance.

The Customer/Agent expressly agrees that any decision taken by the Company in coordination with Service Providers, based on available records and applicable policies, shall be considered final and binding for operational purposes, without prejudice to any rights available under applicable law.

The Customer/Agent further agrees that no public complaint, social media post, external escalation, or third-party intervention shall override the Company’s internal grievance process unless expressly required under applicable legal frameworks.

By proceeding with any booking or transaction, the Customer/Agent irrevocably agrees to first exhaust the internal grievance mechanism provided by the Company before initiating any external dispute action and accepts that all resolutions shall be governed strictly by applicable policies and Supplier terms.

22. Contact

Should you have any inquiries or doubts regarding our Pricing & Payment Policy or applied procedures feel free to contact us via the following e-mail: accounts@b2bmaldives.org .