Cancellation requests

1. Can I cancel my booking?

MariDeal provides its customers with exceptional limited time offers and promotions, exclusively selected for Mauritians and residents. Our Merchants understand that we, at MariDeal, strive to provide exceptional value and experience to our customers. The live offers are ‘MariDeals’ because they are limited opportunities.  

MariDeal may in exceptional circumstances, agree to process a cancellation request on your behalf, provided the request arises before at least two (2) business days prior to the booking (calendar event).

It's important to understand that the cancellation request is subject to the approval of the respective Merchant. Kindly be aware that not all requests for cancellation may be accepted. The final decision rests with the merchant, and their specific policies may vary.

If your cancellation request is confirmed by the Merchant, an applicable fee will be charged to the total amount of your purchase. 

1. How much is the applicable fee related to cancellation requests?

If your cancellation request is approved and confirmed by the Merchant, an applicable fee of ten percent (10%) will be charged to the total amount of your booking.

This fee covers the necessary processing and administrative costs associated with making the requested changes to the booking.

Should your cancellation request be received after the two (2) business days window requested by MariDeal, a 100% cancellation fee is applicable. 

1. How to proceed with cancellation requests?

Should you wish to cancel or amend your booking, please follow these steps:

1. Contact our Reservations team via email at reservation@marideal.mu or alternatively phone us on (230) 263 2769.
2. Make sure that the “Account Holder” is the person that undertakes the request. For example, if you were gifted a deal on our website and you can’t make it for some explained reason, the cancellation or amendment request will have to be made by the person who has bought the deal from MariDeal.
3. Once the request is received, our team will be in contact with the merchant partner, and whether the request is approved or not, we’ll make our best efforts to provide you with a response in the 24-48 hours (about 2 days) following your request.

*This may depend on the Merchant's response time, in which case, cannot fall under our control.

1. In case the request is approved by the Merchant, a service fee of 10% of the booking request will be applicable and will have to be paid by the client to cancel the request.

1. What are the refund policies for cancellations?

As per MariDeal’s Terms and Conditions, no monetary refunds will be processed as a result of a cancellation. However, refunds can be done in the form of store credits, which can be redeemed for their nominal value towards the purchase of eligible products or services advertised or offered by a third party through the website. This shall be applicable only if the cancellation request is received by MariDeal prior to two (2) business days before the check-in date.

These store credits have a validity period of one (1) calendar year from the date they have been issued, following which period they cannot be redeemed.

Please consult the ‘Store Credit’ section of our Terms and Conditions for more information.

Should your cancellation request be received after the two (2) business days window requested by MariDeal, a 100% cancellation fee is applicable.

1. What if the Merchant  cancels my order?

In the unlikely event that your activity or booking is canceled by the service provider, we assure you that your booking is 100% refundable in the form of Store Credit on your MariDeal Account. 

If the service provider cancels your booking, you will always have the option to change the date or time of your activity or excursion. The decision is entirely up to you.

In the event that you, as the customer, wish to accept a new time or date suggested by the service provider, an amended booking confirmation reflecting this change will be sent to you by email.

However, if for any reason the activity or excursion fails to take place on the originally confirmed date and time, and you are unable to change the date or time, we provide alternative options. You may use the money credited to your MariDeal Account for any of our other deals. If this is not suitable for you, we guarantee a 100% refund of the full amount paid for that specific activity or excursion.

At MariDeal, we are committed to ensuring your satisfaction, and we stand behind our promise of providing you with a 100% Satisfaction Guarantee.

1. How will I be notified of a cancellation?

In the event that an activity is cancelled by a merchant partner, we understand the importance of timely communication. Rest assured that our teams will promptly notify you of any such changes. You will be notified via email or phone, ensuring that you receive the necessary information as soon as possible. Our goal is to keep you well-informed and provide you with the support you need in such circumstances. 

1. Force majeure – COVID: Safety protocol and lockdown measures, cyclones, etc.

COVID:

In the event that your activity or booking is cancelled by the Merchant due to COVID-related or similar reasons, we have specific policies in place. Your booking will be 100% refundable in the form of Store Credit on your MariDeal Account. You will always have the option to `change the date or time of your booking, but the decision will be up to you.

If you, as the customer, wish to accept a new time or date suggested by the service provider, an amended booking confirmation reflecting this change will be sent to you.

If, for any reason, the activity or excursion fails to happen on the date and time outlined on your confirmation and you are unable to change the date or time, you have the flexibility to use the money paid for any other deal available on our platform. If this is not suitable for you, the full amount paid for that activity or excursion will be 100% refunded to your account. Our goal is to ensure your satisfaction throughout the process.

Cyclones:

It's important to note that you are fully responsible for your own reservation and understanding our policy regarding cyclones. The policies below are applicable when a cyclone class is in effect in Mauritius:

Cyclone Class 3: If you are set to arrive while a Cyclone Class 3 is in effect in Mauritius, your booking will be automatically canceled, and you will be refunded the amount paid in the form of store credit on the next business day. We prioritize your safety and well-being during such conditions.

*Prior to arrival: If a Cyclone Class 2 is upgraded to a Cyclone Class 3, your reservation will be automatically canceled, and the amount paid will be refunded in the form of Store Credit. If the cyclone class is not upgraded, the above policy will serve as a guideline. 

*If you are already at the hotel: If a Cyclone Class 2 is upgraded to a Cyclone Class 3, while you are already at the hotel, it is recommended that you inquire with the hotel about the next steps. This includes discussing whether they will allow you to have another full stay date or be offered a stay at a reduced price. It is important to have any agreements between you and the hotel in writing and also inform MariDeal of this agreement via email.

Please ensure you communicate any changes or issues in writing within the specified timeframe to avoid any inconvenience or misunderstandings.

  *No Shows: Any customer who fails to arrive on the date purchased without prior communication to MariDeal and the supplier within the required timeframe will be charged a 100% cancellation fee. 

We appreciate your understanding and patience during these circumstances. If you have any questions, please do not hesitate to reach out to us through our ticketing system (customercare@mdl.mu) or by phone on 263-2769.

8. What if I need to cancel my booking due to personal reasons? 

We understand that there may be instances where you need to cancel your booking due to personal reasons. However, it's important to note that cancellation requests received prior to two (2) business days before the check-in date, are subject to the approval of the respective merchant partner and are subject to a service fee of 10%. While we will strive to accommodate your request, we cannot guarantee that all requests will be accepted. The final decision rests with the merchant partner, and their policies may vary.

Common reasons for cancellation requests include:

1. Wrongly inserted date
2. Medical reasons
3. Work commitments
4. Unforeseen circumstances

We recognize the importance of these situations, and we will make every effort to assist you. However, it is crucial to understand that even if your request falls within the mentioned list, we cannot guarantee its acceptance. The merchant partner has the final say in approving or denying the request, and their policies may dictate the outcome. Rest assured, we will work closely with you and the merchant partner to find the best possible solution based on the circumstances.