General Cancellation Policy

1. Policy Scope & Transfer Disclaimer

• This policy establishes the minimum baseline rules governing cancellations, refunds, and related processes on Seaking Holiday.
• Individual property-specific cancellation policies may apply and will be clearly displayed during the booking process. Where a property-specific policy exists, that policy shall take precedence over this General Cancellation Policy.

1.1 Transfer Disclaimer

• Seaking Holiday is an accommodation booking platform only. We do not arrange, organize, or guarantee transfers, including but not limited to seaplanes, speedboats, or domestic flights.
• It is the customer’s sole responsibility to coordinate transfers directly with the property or third-party providers.
• Failure to secure, schedule, or utilize transfers does not constitute grounds for cancellation without penalty or refund.

2. Booking Status and Cancellation Eligibility

2.1 Before Payment

• Bookings that have not been paid are considered unconfirmed.
• Unconfirmed bookings may be cancelled free of charge.
• If payment is not completed within the required timeframe, the booking will be automatically cancelled.

2.2 After Payment

• Once payment is received and verified, the booking is considered confirmed.
• Cancellation policies applicable to the booking will apply immediately after confirmation.
• No grace period is provided after payment.

3. Cancellation Charges

• Cancellation charges are determined based on the property-specific policy selected during booking.
• These may include:
• A percentage of the total booking amount
• A fixed amount
• A number of nights
• Charges apply to the accommodation portion of the booking.

4. Taxes

• Taxes (including but not limited to TGST and Green Tax (which may be non-refundable in the event of a No-Show)) are refundable in accordance with Maldivian law.
• Refundability depends on:
• Timing of cancellation
• Property-specific rules
• Applicable Maldivian Inland Revenue Authority (MIRA) regulations

5. Commission

• Seaking Holiday earns commission based on the non-refundable (charged) portion of the booking.
• No commission is earned on fully refunded amounts.

6. Refunds

6.1 Refund Method & Fees

• Refunds are processed via:
• Bank transfer (for manual payments), or
• Original payment method (for payment gateway transactions)
• Customers may be required to provide bank details to facilitate refunds.
• Seaking Holiday reserves the right to deduct non-refundable payment gateway processing fees (e.g., card processing fees) from the refund amount.
• Exception: In the event of a supplier-initiated cancellation, a full refund including all fees will be provided.

6.2 Refund Timeline

• Refunds are processed within 14 business days from the date of the cancellation request.
• For the purposes of this policy, business days are defined as Sunday to Thursday, excluding public holidays in the Maldives.
• While Seaking Holiday initiates the refund within this timeframe, the time taken for funds to reflect in the customer’s account depends on the receiving bank or payment provider and is beyond our control.

7. Supplier-Initiated Cancellations

• If a property cancels a confirmed booking, the customer is entitled to a full refund of all amounts paid, including any processing fees.
• Seaking Holiday will endeavor to assist in finding alternative accommodation, where possible, but availability is not guaranteed.

8. No-Show Policy

• A booking is considered a no-show if the guest does not arrive on the scheduled check-in date.
• No-shows are treated as last-day cancellations, and applicable penalties will be determined based on the property’s cancellation policy.

9. Amendments

• Booking amendments (including date changes) are subject to property approval.
• Once an amendment is approved:
• The updated booking details will determine applicable cancellation policies.
• Seaking Holiday does not charge amendment fees; however, properties may apply rate differences or administrative charges.

10. Force Majeure

In exceptional circumstances, including but not limited to:

• Natural disasters
• Government travel restrictions
• Flight cancellations
• Medical emergencies
• Cancellation and refund decisions will be handled on a case-by-case basis.
• Force Majeure requests must be submitted within 48 hours of the event occurring and, where possible, prior to the scheduled check-in date.
• Refund requests under Force Majeure must be supported by valid and verifiable documentation, such as:
• Official airline cancellation notices
• Government-issued travel advisories
• Certified medical documentation
• Seaking Holiday reserves the right to make the final determination on eligibility for refunds in such situations.

11. Cancellation Process & Timezone

All cancellations must be made through the Seaking Holiday platform.

“Through the platform” means: Using the official Cancel Booking option within the user dashboard, or

• Submitting a request through Seaking Holiday’s official support channels (as designated on the platform)
• Requests made via social media, messaging apps (e.g., WhatsApp), or direct contact with the property will not be considered valid cancellation requests.
• All cancellation deadlines are calculated based on the local time in the Maldives (GMT+5).

12. Payment Verification

For bank transfer payments:

• Bookings are only confirmed upon receipt verification.

If valid proof of payment is not provided:

• The booking will not be confirmed and may be cancelled.

13. Currency and Exchange

Any differences arising from exchange rate fluctuations or third-party banking fees may affect the final amount received by the customer.

14. Dispute Resolution

In the event of disputes Seaking Holiday acts as the final decision-making authority. Decisions will consider:

• Booking terms
• Property policies
• Applicable Maldivian law

15. Transparency

All applicable cancellation terms are clearly displayed:

• During booking
• In booking confirmation
• In booking history
• In related communications

16. Account Responsibility

• Only the account holder who made the booking may request cancellation.

17. Customer Protection Commitment

Seaking Holiday aims to provide a customer-friendly experience while balancing supplier obligations. In certain situations, Seaking Holiday may intervene to ensure fair and reasonable outcomes for customers.