Refund Policy

At Pristine Vacations (Mauritius) Ltd, we strive to ensure all our guests enjoy a seamless experience. As we work closely with hotels, villa owners, drivers, and activity operators, each booking requires advance preparation and prepayment. The following policy outlines how refunds and cancellations are managed across our services.

1. General Policy

• All bookings are confirmed only after full payment (unless an approved instalment plan has been granted by the Company.
• Clients who have been approved for a payment plan must pay a minimum 30% deposit to secure their booking.
• Each category of service (excursions, transfers, car rentals, villas, hotels, and Best-Selling Packages) has its own cancellation terms, which are clearly displayed under the respective sections of our website.

2. Standard Refund Conditions

• Refunds are applicable only when cancellations meet the stated timelines of each category.
• Refunds will be processed using the same method of payment used at the time of booking.
• Processing time for approved refunds is typically 7 to 14 working days.

3. Non-Refundable Circumstances

No refunds will be granted in the following cases:

• Client default, including failure to show up, late arrival, missed transfers or excursions, or providing incorrect travel details.
• Last-minute cancellations that fall outside the permitted cancellation window.
• Partially used services, such as leaving a tour or hotel stay earlier than planned.
• Changes of mind or subjective dissatisfaction without clear service failure.

4. Weather & Operational Issues

In the event of bad weather or unforeseen operational conditions that prevent a service from operating safely (e.g. boat trips, excursions, flights, or transfers), the Company will:

• Offer the guest an opportunity to reschedule the activity at no additional cost, or
• Provide a full refund if rescheduling is not possible.

5. Complaints & Case-by-Case Review

If a client wishes to request a refund due to dissatisfaction or service-related issues, the matter must be reported immediately to the Company (on the same day or within 24 hours) to allow investigation.

• Each case will be evaluated individually based on the findings, and refunds will be granted where justified.
• Claims submitted 24 hours after the service has ended and without timely notification may not be eligible for review.

6. Force Majeure

No refunds shall be made for cancellations arising from events beyond our control, including but not limited to natural disasters, government restrictions, civil unrest, epidemics, or airline cancellations. In such cases, the Company will make every effort to assist in rescheduling or obtaining credits with suppliers.

7. Contact

For any questions or refund requests, please contact our team at:

resa@pristinevacations.mu

+230 5980 0080