Cancellation and Refund Policy (Wallet-based)

1. General Principles

• The Platform acts as an intermediary marketplace connecting Explorers (customers) and Partners (hotels, surf camps, and vehicle rental providers).
• Each Partner sets their own cancellation and refund conditions, which are displayed on the service listing.
• By booking a service, the Explorer accepts the Partner's cancellation policy as well as this Platform policy.

2. Cancellation by Explorers

• Explorers may cancel bookings through the Platform, subject to the Partner's cancellation rules.
• Refund eligibility will depend on the cancellation deadline and rules specified by the Partner at the time of booking.
• Non-refundable bookings are not eligible for refunds.

3. Cancellation by Partners

• If a Partner cancels a confirmed booking, the Explorer is entitled to a full refund.
• Refunds will be credited to the Explorer's wallet.
• The Platform may impose penalties, including suspension or permanent removal, on Partners who repeatedly cancel confirmed bookings.

4. Refunds & Wallet Credits

• Refunds are not returned to the original payment method. Instead, they are credited as wallet balance in the Explorer's Platform account.
• Wallet funds can be used for future bookings within the Platform only.
• Wallet funds are non-transferable between users and cannot be withdrawn into bank accounts or external wallets, except in exceptional cases at the Platform's sole discretion.

5. Validity of Wallet Funds

• Wallet balances remain valid for 12 months from the date of credit.
• Expired wallet balances will not be refunded, reinstated, or extended.

6. Commission Handling

• The Platform charges Partners a 10% commission on successful bookings.
• In case of a full refund to an Explorer, no commission will be deducted from the Partner.

7. Force Majeure

• In cases of natural disasters, pandemics, government restrictions, or other extraordinary circumstances, the Platform may override Partner policies to issue refunds, partial credits, or rescheduling options.