Reservation & Booking Policy

1. Introduction

This Reservations & Booking Policy (“Policy”) governs all enquiries, reservations, quotations, bookings, confirmations, modifications, cancellations, payments, and related travel service transactions processed through B2B Bali DMC™ via its OTA platform, dashboard systems, email communication, WhatsApp coordination, authorized agents, representatives, or any other online or offline booking channel.

The purpose of this Policy is to establish a clear operational, financial, and contractual framework governing the relationship between B2B Bali DMC™, its Customers, Travellers, Agents, Sub-Agents, Corporate Clients, and third-party Service Providers involved in the booking and travel process.

This Policy applies to all travel-related services facilitated by the Company, including but not limited to hotel and resort reservations, flights, transfers, ferries, excursions, tours, activities, visa assistance, add-on services, supplementary arrangements, and any other ancillary travel services arranged through third-party Suppliers.

The Customer/Agent acknowledges and agrees that B2B Bali DMC™ acts solely as an intermediary facilitator between the Customer and independent Service Providers, and all bookings remain subject to Supplier availability, operational conditions, dynamic pricing systems, payment realization, regulatory compliance, and Supplier-imposed terms and restrictions.

By initiating any enquiry, accepting any quotation, making payment, using the Company’s systems, or proceeding with any booking or travel-related transaction, the Customer/Agent irrevocably confirms that they have read, understood, and agreed to be legally bound by this Policy, along with all related Terms & Conditions, Supplier rules, Pricing Policies, Payment Policies, Refund Policies, Cancellation Policies, and operational guidelines issued by the Company from time to time.

This Policy shall form an integral and binding part of the contractual relationship between the Customer/Agent and B2B Bali DMC™, and shall remain enforceable throughout the lifecycle of the booking, including pre-booking, post-confirmation, travel execution, refund processing, dispute handling, and settlement stages.

2. Definitions & Interpretation

2.1 Definition of all meal plans

Meal plans
means the type of accommodation package selected by the User, defining the meals and inclusions provided by the relevant Service Provider as part of the booking. Meal plans shall include the following categories, unless otherwise specified:

EP - European Plan - (Room Only Plan)

“EP” or “European Plan” means a room-only plan with no meals included.

CP - Continental Plan - (Bed & Breakfast Plan)

“CP” or “Continental Plan” means a plan inclusive of accommodation and breakfast only.

MAP - Modified American Plan - (Breakfast + Lunch/Dinner)

“MAP” or “Modified American Plan” means a plan inclusive of accommodation and two (2) meals per day, being breakfast and either lunch or dinner, as determined by the Service Provider.

AP - American Plan - (All Meals Inclusive, Breakfast Lunch & Dinner)

“AP” or “American Plan” means a plan inclusive of accommodation and all three (3) standard meals per day, namely breakfast, lunch, and dinner.

AI - All Inclusive Plan - (All Inclusive as offered by resort)

“AI” or “All Inclusive Plan” means a plan inclusive of accommodation, all meals, and such additional food, beverage, and/or resort-specific inclusions as determined and offered by the respective Service Provider.

3. Scope of Reservations & Booking Policy

The Reservations & Booking Policy of B2B Bali DMC™ governs the complete framework for all reservation-related activities including enquiry handling, quotation issuance, booking creation, confirmation, modification, re-issuance, cancellation, and settlement of travel services booked through the Company.

This Policy applies to all bookings made via any channel including the Company’s OTA platform, partner dashboards, email communications, WhatsApp interactions, authorised agents, sub-agents, or any other digital or offline medium through which reservation requests are initiated or processed.

The scope of this Policy extends to all service components forming part of a booking, including but not limited to hotel accommodation, flights, transfers, ferry services, tours, excursions, activities, visa facilitation services, add-ons, and any ancillary or supplementary services arranged through third-party Service Providers.

This Policy is binding on all Customers, Travellers, Agents, Sub-Agents, Corporate Clients, and any intermediary parties involved in the booking lifecycle, and shall apply from the moment a booking enquiry is initiated until final completion of travel services and settlement of all associated financial obligations.

The Reservations & Booking Policy operates in conjunction with other governing policies of the Company, including but not limited to Pricing Policy, Payment Policy, Refund & Cancellation Policy, Supplier Terms, and Liability Clauses. In the event of any inconsistency, the Company’s consolidated Terms & Conditions and Supplier-imposed rules shall prevail.

The Company acts strictly as a facilitator and intermediary between Customers and independent Service Providers, and this Policy defines the operational, procedural, and administrative rules governing such facilitation without assuming ownership or control over third-party services.

By engaging with the Company for any reservation or booking activity, the Customer/Agent acknowledges and agrees that this Policy forms an integral part of the contractual relationship and is applicable in full to every confirmed or in-process booking.

4. Eligibility for Booking

4.1 Mandatory documents for booking

The User shall provide the following documents as a prerequisite for processing and confirming the booking: (i) valid passport copies of all travellers; (ii) Permanent Account Number (PAN) card of the lead traveller; (iii) passport-sized photographs for visa processing (where applicable); and (iv) flight tickets in cases where the User has made independent flight arrangements.

4.2 Mandatory documents for travel

The User shall ensure possession of all required travel documents prior to departure, including but not limited to: (i) a valid visa (including e-visa, where applicable); (ii) a valid physical passport; (iii) confirmed hotel or accommodation vouchers; (iv) flight tickets and boarding passes; (v) payment invoice for the travel package; and (vi) service vouchers. Failure to produce the required documentation may result in denial of boarding or entry by relevant authorities, for which B2B Bali DMC™ shall bear no responsibility or liability.

5. Booking Process & Confirmation

5.1 Booking Process & Confirmation

The Customer/Agent acknowledges and agrees that all bookings under B2B Bali DMC™ are processed through a structured reservation workflow involving enquiry registration, quotation issuance, inventory verification, payment processing, Supplier confirmation, and operational reconciliation.

Upon initiation of a booking enquiry, the Company’s reservation system may generate a unique Customer ID and/or Booking ID linked to the proposed itinerary and associated services. Such generation shall not constitute confirmation of booking, reservation guarantee, or contractual acceptance unless expressly confirmed by the Company.

All bookings shall remain strictly subject to real-time availability, Supplier acceptance, payment realization, banking confirmation, and operational feasibility at the time of processing. The Company reserves the absolute right to refuse, suspend, modify, or decline any booking request without prior notice where inventory, pricing, payment status, compliance checks, or operational conditions are required.

The Customer/Agent expressly agrees that quotations, itineraries, pricing displays, provisional holds, payment requests, or booking references shall be treated only as indicative and provisional in nature until final confirmation is issued by the Company through its official communication channels.

Booking confirmation shall be deemed valid only upon:

• Receipt of required payment(s) in cleared and settled form;

• Internal accounts verification and payment reconciliation;

• Confirmation from relevant third-party Service Providers;

• Issuance of final confirmation documents, vouchers, tickets, or booking status updates by the Company.

The Customer/Agent further acknowledges that partial payment, generation of Booking ID, provisional reservation, or submission of traveller details alone shall not create any guaranteed right to inventory, pricing protection, or service entitlement until final confirmation is completed.

The Company shall not be liable for any loss arising from inventory exhaustion, Supplier rejection, fare changes, technical failures, payment delays, or booking non-confirmation occurring prior to final confirmation.

The Customer/Agent agrees that all confirmed bookings remain subject to applicable Supplier terms, cancellation policies, payment timelines, and operational conditions, which may change dynamically based on real-time availability and Supplier control.

By proceeding with any reservation request or payment, the Customer/Agent irrevocably accepts that booking confirmation is conditional, multi-stage, and Supplier-dependent in nature, and that only officially confirmed bookings shall be considered binding and operationally valid.

5.2 Stage 1 – Booking amount (B.AMT)

An initial booking amount (“B.AMT”), being either fifteen percent (15%) to twenty five percent (25%) of the total tour cost or a flat amount of INR 5,000 per adult/child (whichever is applicable at discretion of B2B Bali DMC™’s reservation team), shall be payable at the time of booking confirmation. Payment of B.AMT enables B2B Bali DMC™ to initiate reservation requests, including but not limited to accommodation, flight seats, ferry tickets, and other on-ground services, activities, admission passes, and entry tickets.

Booking amount confirmation & received shall be deemed confirmed only upon receipt of the prescribed booking amount (TRC - Transaction Receipt), duly credited to the Company’s designated bank account or otherwise acknowledged at the sole discretion of the Company.

Upon receipt of the booking amount, the Company shall initiate requests with its respective suppliers and service providers for the reservation of selected services, including but not limited to hotel accommodations, flight seats, ferry tickets, on-ground activities, admission passes, and entry tickets.

All bookings are subject to availability and price confirmation from the respective suppliers. In the event that the quoted pricing remains unchanged and the requested services are available, the Company may proceed with the booking confirmation accordingly or hold the request until the date of travel, as deemed appropriate.

In circumstances where there is any variation in pricing from the originally quoted amount due to supplier-side changes, availability constraints, or market fluctuations, the Company reserves the right to notify the customer prior to travel. Any such price revision shall be communicated to the customer with no constraint to time frame before date of travel, and further processing of the booking shall be subject to the customer’s acceptance of the revised terms. Any increment in the quote/fare will be borne by the traveller/agent.

5.3 Stage 2 – Booking advance amount (B.ADV)

A subsequent partial payment (“B.ADV”) shall be payable within the stipulated timeline or due date as communicated by B2B Bali DMC™, typically within three (3) to four (4) days of the initial booking or upon issuance of group or FIT flight tickets from our or customer/agents end. Payment of B.ADV is required to secure and confirm reservations with the relevant service providers, including accommodation partners and airline operators. Failure for this payment in due time results in cancellation of services held from our end.

5.4 Stage 3 – Booking final amount (B.FIN)

The final payment (“B.FIN”), constituting the remaining balance of the total package cost, shall be payable no later than “T-X” days prior to the Date of Travel (“DOT”). B2B Bali DMC™ reserves the right to require earlier payment in cases of limited inventory availability, high-demand travel periods, or bookings made under special or restrictive cancellation conditions. “X” is the date defined by the resort, villa, hotel, supply partner, suppliers, flight partner, ferry partner or any other source we consider as our service provider, upon which they expect final payment for the booking. The payment timeline cannot be extended beyond “T-X” days, non-payment for the same will result in automated release of the booking without notice and the amount paid is forfeited.

All stages of booking and reservation processing shall be undertaken only upon receipt and confirmation of payment by the Company’s accounts department.

5.5 Booking and Payment Structure

The booking shall be completed in three (3) stages, each corresponding to a defined payment milestone. The User agrees to adhere to the prescribed payment schedule and timelines as communicated at the time of booking.

6. Pricing & Rate Validity

The Customer/Agent acknowledges and agrees that all prices, quotations, package rates, fares, and service costs displayed, shared, or communicated by B2B Bali DMC™ are dynamic, indicative, and subject to real-time change based on Supplier inventory, demand fluctuations, currency movement, operational load, and market conditions.

All quoted rates shall remain valid only on the condition that there is no change in dynamic pricing, Supplier fare structure, inventory cost, tax component, currency exchange rate, or operational surcharge at the time of booking confirmation, payment processing, Supplier approval, or final reservation issuance.

The Customer/Agent expressly agrees that any increase in airfare, hotel tariff, transfer cost, activity fare, tax, Supplier charge, or dynamic pricing component occurring during the booking process—including while awaiting Customer confirmation, payment authorization, banking settlement, payment gateway confirmation, accounts verification, or Supplier confirmation—shall be fully borne by the Customer/Agent without objection.

In the event of any increase in applicable pricing prior to final booking confirmation, the Company reserves the absolute right to revise, amend, or withdraw the originally quoted price without prior notice, and a revised quotation or updated payable amount may be proposed to the Customer/Agent for acceptance.

The Customer/Agent further acknowledges that no pricing shall be considered locked, guaranteed, frozen, or protected unless expressly confirmed in writing by the Company after successful completion of payment settlement, Supplier confirmation, and booking issuance.

Any reduction, promotional adjustment, or decrease in market pricing after booking confirmation, payment completion, or reservation issuance shall not entitle the Customer/Agent to any refund, repricing, adjustment, compensation, or fare difference claim unless expressly approved by the Company at its sole discretion.

The Company shall not be liable for pricing fluctuations arising from dynamic inventory systems, airline revenue management, hotel yield pricing, currency conversion variation, third-party Supplier algorithms, banking delays, or technical synchronization gaps.

By proceeding with any enquiry, quotation acceptance, payment, or booking request, the Customer/Agent irrevocably accepts that all pricing is dynamic and conditional in nature, and agrees to bear any revised pricing applicable prior to final booking confirmation.

6.1 Total booking cost and applicable charges

The Customer/Agent acknowledges and agrees that the total booking cost payable under B2B Bali DMC™ shall comprise the aggregate value of all booked travel services, applicable taxes, operational charges, third-party fees, and mandatory financial components associated with the booking.

The total amount payable by the User shall include, but not be limited to, the aggregate of B.AMT, B.ADV, and B.FIN, along with applicable resort or accommodation charges, supplementary inclusions or services, travel agent commission (“TAC”), travel service or convenience fee (“TSC”) (INR 2,500++ per person), tax collected at source (“TCS”), green or city taxes, applicable goods and services tax (“GST”) at prevailing rates (currently 18% on TSC), remittance fees (INR 2,500 per transaction), and payment gateway or transaction charges (ranging from 2.8% to 3.4% per transaction, depending on the payment mode).

The total payable amount may include, but shall not be limited to:

• Base package cost and resort/hotel fare

• Flight fare and airline-imposed charges

• Transfers, ferry, excursion, tour, and activity charges

• Supplementary inclusions and add-on services (AOS)

• B.AMT (Booking Amount), B.ADV (Booking Advance), and F.PAY/B.FIN (Final Payment) components

• Travel Service/Convenience Charges (TSC)

• Travel Agent Commission (TAC), where applicable

• GST, TCS, Green Tax, City Tax, Tourism Tax, or any other statutory levy

• Payment gateway charges, transaction processing fees, remittance charges, banking costs, and currency conversion differences

• Visa fees, documentation charges, insurance fees, and any other applicable operational or administrative charges

The Customer/Agent expressly agrees that all taxes, surcharges, convenience fees, gateway fees, banking charges, and statutory levies are dynamic in nature and may vary depending on Supplier pricing, government regulations, currency movement, payment mode, or transaction structure.

The Company reserves the absolute right to revise, update, add, remove, or reallocate any applicable charge at any stage prior to final booking confirmation, ticket issuance, or service delivery in the event of pricing fluctuations, Supplier revisions, regulatory changes, tax amendments, operational cost escalation, or technical corrections.

The Customer/Agent further acknowledges that the total booking cost may differ from the initially quoted amount if there is any change in dynamic pricing, Supplier inventory rates, taxes, exchange rates, payment gateway charges, or operational surcharges during the booking process.

All charges displayed, quoted, or communicated by the Company shall be deemed accepted by the Customer/Agent upon payment initiation, booking confirmation, or continued use of the booking process, and no subsequent dispute regarding the structure or applicability of such charges shall be entertained.

The Company shall not be responsible for any additional costs imposed by third-party Service Providers, banks, payment gateways, foreign exchange institutions, or governmental authorities beyond its direct control.

By proceeding with any booking or payment, the Customer/Agent irrevocably accepts the total booking cost structure and all applicable charges as dynamic, conditional, and binding components of the transaction.

6.2 Fare Confirmation & Price Variation

In the event that the fare remains consistent with the originally quoted amount at the time of booking confirmation, the Company shall proceed with processing the booking accordingly.

However, in the event of any increase in fare due to supplier revisions, availability changes, or market fluctuations, such incremental cost shall be solely borne by the agent and/or traveller. The Company shall not be held liable for any such fare variations, and processing of the booking shall be subject to acceptance of the revised pricing by the agent and/or traveller.

7. Taxes, Fees & Additional Charges

The Customer/Agent acknowledges and agrees that all bookings processed through B2B Bali DMC™ are subject to various taxes, statutory levies, government-imposed charges, Supplier fees, banking costs, and operational surcharges, which may be applicable in addition to the quoted base package or service price.

Such charges may include, but shall not be limited to:

• GST, TCS, VAT, Tourism Tax, Green Tax, City Tax, Airport Tax, or any other local or international government levy

• Airline surcharges, fuel surcharges, resort fees, destination fees, and service provider-imposed charges

• Travel Service/Convenience Charges (TSC)

• Payment gateway charges, transaction fees, MDR charges, wallet charges, and processing fees

• Banking, remittance, forex conversion, intermediary bank deductions, and international transfer charges

• Visa processing fees, documentation charges, insurance charges, and compliance-related costs

• Charges for add-on services, upgrades, supplements, modifications, amendments, or operational assistance

The Customer/Agent expressly agrees that all taxes, fees, and additional charges are dynamic in nature and may vary based on government regulations, Supplier pricing systems, banking policies, currency fluctuations, payment methods, travel dates, or operational requirements.

The Company reserves the absolute right to revise, collect, or recover any additional tax, surcharge, fee, or levy arising due to regulatory changes, Supplier revisions, pricing corrections, technical errors, or financial reconciliation at any stage prior to or after booking confirmation where legally or operationally required.

The Customer/Agent further acknowledges that certain taxes and charges may be collected directly by the hotel, resort, airline, airport authority, local government authority, or Service Provider at the destination, and such charges shall be payable separately by the Customer/Traveller without liability on the Company.

Any increase in taxes, statutory charges, or third-party fees occurring after quotation issuance but before completion of travel shall be fully borne by the Customer/Agent, and the Company shall not be obligated to absorb or subsidize such increases.

The Company shall not be responsible for losses arising from exchange rate variations, banking deductions, tax amendments, or externally imposed financial obligations beyond its direct control.

By proceeding with any booking, payment, or service request, the Customer/Agent irrevocably accepts all applicable taxes, fees, and additional charges as binding, variable, and recoverable components of the booking transaction.

8. Payment Terms & Modes

The Customer/Agent acknowledges and agrees that all payments under B2B Bali DMC™ shall be made strictly in accordance with the payment schedule, due dates, operational timelines, and authorized payment methods prescribed by the Company from time to time.

All bookings shall be processed through a staged payment structure which may include, but is not limited to:

• B.AMT (Booking Amount) payable at the time of booking initiation or reservation request;

• B.ADV (Booking Advance Amount) payable after provisional confirmation or inventory blocking;

• F.PAY / B.FIN (Final Payment) payable prior to travel or Supplier cut-off timelines;

• Additional payments for visas, taxes, add-on services, supplements, upgrades, amendments, or operational charges, wherever applicable.

The Customer/Agent expressly agrees that payment obligations shall arise immediately upon issuance of payment request, due schedule, or payment link by the Company, and failure to make timely payment may result in automatic cancellation, release of inventory, repricing, suspension of services, or Supplier-imposed penalties without liability on the Company.

The Company shall accept payments only through officially authorized payment channels including:

• Secure payment links issued through official Company email IDs or dashboard systems;

• Net banking, UPI, debit cards, credit cards, approved wallets, or authorized digital payment systems;

• Direct bank transfer into officially designated Company bank accounts, where specifically permitted.

The Customer/Agent acknowledges that payment links shall be shared only through officially authorized communication channels of the Company, including registered email IDs and dashboard systems, and the Company shall not be liable for payments made to unauthorized accounts, individuals, agents, or unofficial channels.

The Customer/Agent further agrees that cash deposits, manual collections, or payments made outside approved systems may be rejected, forfeited, delayed, or treated as unauthorized transactions at the sole discretion of the Company.

All payments shall be deemed valid only upon successful settlement, reconciliation, and confirmation in the Company’s financial systems, and payment authorization or transaction initiation alone shall not constitute completed payment.

The Customer/Agent acknowledges that transaction charges, payment gateway fees, banking charges, forex conversion costs, intermediary deductions, and remittance fees may apply depending on payment mode, banking institution, or transaction geography, and such charges shall be borne solely by the Customer/Agent unless otherwise expressly agreed.

The Company reserves the absolute right to modify accepted payment modes, payment procedures, operational limits, transaction thresholds, or payment timelines at any time without prior notice for operational, compliance, regulatory, or risk management purposes.

By proceeding with any booking or payment transaction, the Customer/Agent irrevocably accepts all payment terms, timelines, authorized modes, and related financial obligations as binding and enforceable components of the booking contract.

9. Pointwise brief on Reservations & Booking Policy

• The Booking is done in 3 Stages with 3 payment splits. Payment While Booking Confirmation - B.AMT (Booking Amount 15-20% of the tour amount or Flat INR 10,000) is charged. Further after holding of flight seats & hotel reservations (B.ADV) is payable for confirmation within the given time & due date of payment.(B.FIN) full payment for the package is done on “T-X” day of Date of Travel (DOT).

• Stage 1— Booking Amount (B.AMT) of INR 5,000 per adult/child is to be deposited for holding the package price along with reservations requests sent for selected property rooms, flight seats, ferry tickets & other on-ground activities admission passes & entry tickets.

• Stage 2— Booking Advance Amount (B.ADV) Partial Payment of packages is to be made for making partial payment to selected staycation partner & holding flight reservation within 3-4 days or once the group flight tickets/FIT tickets are issued as per due date received to us at our flight & property partners end.

• Stage 3— Booking Final Advance (B.FIN) Final Payment for the package is done “T-X” Days Prior to DOT. B2B Bali DMC™ may request early payment only in case less inventory of resort/ hotel/ villas is left for the suggested dates or booking is being done under cancellation due date. The total booking amount payable constitute of B.AMT (Booking Amount) + B.ADV (Booking Advance Amount) + B.FIN (Booking FInal Amount) + Resort Fare + Supplement Inclusions/Services + TAC (travel agent commission) + (TSC) Travel Service/Convenience Fee (2500++ Per Pax) + TCS (if charged & mentioned) + Green/City Tax + GST (@18% on TSC)+ Remittance Fee (INR 2500 Per Transaction) + Transaction Charges (Range 2.8%-3.4% per transaction as per payment mode)

• Mandatory documents required for proceeding with the booking are, Passport copy for all travellers, Lead guest’s PAN card, Passport size photos for E-visa, Flight Tickets (If self booked).

• Mandatory documents before travelling that are required to travel and get clearance from immigration are Valid E-Visa, Valid Physical Passport, hotel vouchers, flight boarding pass, travel package payment invoice & service vouchers.

All inclusions (Standard) Implementation Policy

Subject to full payment of the Total Booking Cost and compliance with all applicable terms, the User may be entitled to certain complimentary inclusions as facilitated by B2B Bali DMC™ through its Service Providers. Such inclusions are provided strictly on a best-effort and non-guaranteed basis and may vary depending on the resort, availability, seasonality, and operational conditions.

Standard inclusions may include, but are not limited to: access to airport lounge facilities at Ngurah Rai International Airport (subject to third-party terms), meet and greet services with traditional welcome arrangements, porter and transfer assistance, welcome beverages and refreshments at the resort, access to wellness facilities such as steam, sauna, and ice bath (as permitted by the resort), guided island or resort tours (subject to weather conditions), participation in culinary demonstrations, cocktail sessions, cultural performances, entertainment events, bonfire gatherings, and recreational or non-motorized water sports activities.

Additional inclusions may extend to fitness and sports facilities, children’s activity programs, group wellness sessions, internet access, and complimentary local produce offerings. All such inclusions are subject to availability, resort policies, weather conditions, safety regulations, and operational feasibility. B2B Bali DMC™ shall not be liable for any modification, restriction, or withdrawal of such inclusions by the Service Provider.

All Inclusions (Standard Inclusions)

• Complimentary access to Luxury Airport Lounge at Ngurah Rai International Airport upon arrival till immigrations process.

• Meet & greet along with traditional maldivian welcome with garland & placard at resorts airport counter along with resorts arrival team & porter service & caddy drop at ferry terminal for free.

• Welcome drinks & refreshment snacks, chocolates & more as per resort on arrival at the property.

• Complimentary Steam, Sauna & ice-bath all days during the stay.

• Complimentary resort’s jungle/island walkthrough tour & cycling tour (weather permissable).

• Culinary classes & food preparation demonstration with international star chefs. Cocktail demonstration

• Cocktail demonstration & tasting at resort's main bar during evening happy hours.

• Evening Turndown Traditional Maldivian Local Dance Shows & Villagers/Locals Interaction.

• Musical Stargazing Sunset Evening, live music performances, karaoke nights, followed by DJ night/Sufi Musical night.

• Evening Bon-Fire Gathering events followed by dinner.

• Free use of the kayaks and windsurfing equipment (for experienced windsurfers only)

• Complimentary use of equipment for Non-Motorized Water Sports.

• Enjoy participation in fish feeding during your stay with the instructor at the dive centre.

• Enjoy coral life plantation under expert guidance during your stay.

• Tennis court with equipment during the day / Badminton / Gym / Pool table / Table tennis / Squash court with equipment during the day / Pool table / Beach volleyball / Darts / Sauna & steam bath

• Kids Access to Kids’ Club. An array of daily organised activities.

• Engaging group sessions are organised on a weekly and seasonal basis, including sunrise yoga, aqua aerobics.

• Unlimited Wireless internet access available throughout the resort.

• Complimentary local ripe fruits & vegetables throughout the stay.

• Free use of the fitness centre, gym and recreation at Wellness Village.

All inclusions (Meal Plan Based Inclusions) Implementation Policy

Meal plan inclusions shall be governed strictly in accordance with the selected “Meal Plan” as defined under the Definitions section of this Policy. The scope, type, timing, and availability of meals and beverages shall be determined solely by the respective Service Provider.

The User acknowledges that: (i) meal inclusions are limited to the specific plan selected (EP, CP, MAP, AP, AI); (ii) all meals and beverages are for personal consumption only and may not be shared, transferred, or accumulated; (iii) any items not expressly included under the selected meal plan shall be chargeable and payable directly at the resort; and (iv) meal timings, venues, and menu offerings are subject to change at the discretion of the Service Provider.

All Inclusions (Meal Plan Based Inclusions)

HONEYMOON CELEBRATORY INCLUSIONS (Standard Celebratory Inclusions)

• 1 bottle of sparkling wine, cocktail, Alcoholic/Non-Alcoholic beverage.

• Warm welcome with garlands & special welcome drinks for couples and individual travellers upon arrival at the resort.

• Fruit basket, chocolates, or cake on the arrival day (or day of choice).

• Room turn-around & decoration service with towel swan or petal decorations on request. (Upgraded decoration package available at a discounted rate with prior request)

10. Booking Modifications / Amendments

Refer to Policy at -: https://legal.b2bmaldives.org/cancellation-policy/

8. Modification & Operational Changes

9. Re-Issue of Services 

11. Cancellation Policy

Refer to Cancellation Policy at -: https://legal.b2bmaldives.org/cancellation-policy/

12. Refund Policy

Refer to Refund Policy at -: 

https://legal.b2bmaldives.org/refund-return-policy/

13. No-Show Policy

The Customer/Agent acknowledges and agrees that a booking shall be treated as a “No-Show” where the Customer/Traveller fails to utilize, report for, check-in, board, attend, or avail any booked service within the prescribed reporting, departure, check-in, or operational timeline specified by the respective Service Provider or the Company.

No-Show situations may include, but shall not be limited to:

• Failure to arrive at hotel/resort check-in within the permitted timeframe;

• Failure to report for flight boarding, transfer, ferry, excursion, or activity departure;

• Failure to carry valid travel documents, visas, identification, or mandatory approvals;

• Failure to complete payment, verification, or operational formalities within required timelines;

• Voluntary non-utilization or abandonment of booked services by the Customer/Traveller.

The Customer/Agent expressly agrees that all No-Show cases shall be governed strictly by the applicable Supplier policies, fare rules, and operational conditions, and may result in full or partial forfeiture of the booking amount, cancellation charges, Supplier penalties, or denial of refund eligibility.

The Company shall not be liable for any loss arising from No-Show situations caused by delay, negligence, personal reasons, documentation deficiencies, transportation failure, medical issues, immigration restrictions, missed connections, force majeure events, or any circumstance beyond the Company’s direct operational control.

In the event of a No-Show, the Company and/or Supplier reserves the absolute right to:

• Cancel remaining services under the itinerary;

• Release blocked inventory without notice;

• Mark the booking as utilized, forfeited, or closed;

• Deny refunds, amendments, rescheduling, or future travel claims;

• Impose applicable retention, administrative, operational, or reactivation charges.

The Customer/Agent further acknowledges that unused, partially used, or abandoned services due to No-Show shall generally remain non-refundable unless expressly approved otherwise by the respective Supplier at its sole discretion.

The Company acts solely as a facilitator and shall not be responsible for obtaining waivers, exceptions, or refund approvals from third-party Service Providers in No-Show cases.

By proceeding with any booking, the Customer/Agent irrevocably accepts all No-Show risks, penalties, and financial consequences, and waives any right to dispute forfeiture or service cancellation arising from failure to utilize booked services within prescribed timelines.

14. Check-in & Check-out Terms

The Customer/Agent acknowledges and agrees that all hotel, resort, villa, transfer, cruise, ferry, and other accommodation-related services booked through B2B Bali DMC™ shall be strictly subject to the check-in and check-out policies, timings, operational rules, and occupancy regulations imposed by the respective Service Providers.

Standard check-in and check-out timings are determined solely by the concerned hotel, resort, or Service Provider and may vary depending on destination, property category, seasonality, operational load, and Supplier policy. The Company does not guarantee early check-in, late check-out, room availability prior to designated time, or extension of stay unless expressly confirmed in writing by the respective Service Provider.

The Customer/Traveller expressly agrees that:

• Early check-in and late check-out requests are strictly subject to availability and may attract additional charges;

• Failure to check-out within the prescribed timeline may result in retention charges, extension fees, or additional night charges imposed directly by the Service Provider;

• Check-in may be denied where the Customer/Traveller fails to provide valid identification, passport, visa, payment proof, or mandatory documentation required by the Supplier or local regulations.

The Customer/Agent further acknowledges that room allocation, villa category, bedding configuration, floor preference, view, adjacency requests, and special accommodation preferences remain subject to operational availability and Supplier discretion, and are not guaranteed unless specifically confirmed by the Service Provider.

The Company shall not be liable for delays, denial of check-in, shortened stays, or operational inconvenience arising from:

• Late arrival or missed transfers;

• Incomplete payment settlement;

• Supplier overbooking situations;

• Immigration or documentation issues;

• Force majeure events;

• Non-compliance with Supplier policies or local laws.

Any unused stay, delayed arrival, early departure, or partial utilization due to Customer/Traveller actions shall be governed by the applicable cancellation and No-Show policies, and may remain non-refundable.

The Customer/Agent expressly agrees that all incidental expenses incurred during the stay, including but not limited to minibar consumption, room service, damages, security deposits, tourism taxes, personal expenses, premium services, or additional usage charges, shall be payable directly by the Customer/Traveller to the respective Service Provider unless otherwise specified.

By proceeding with any booking, the Customer/Agent irrevocably accepts all check-in and check-out conditions imposed by the respective Service Providers and agrees to comply strictly with the same without liability on the Company.

15. Guest Identification Requirements

The Customer/Agent acknowledges and agrees that all Guests/Travellers booked through B2B Bali DMC™ must carry and present valid government-issued identification and travel documentation as required by the respective destination, Service Provider, immigration authority, airline, hotel, resort, or local regulatory authority.

Mandatory identification documents may include, but shall not be limited to:

• Valid passport with required validity period;

• National identity card or government-issued photo identification;

• Valid visa, travel authorization, or immigration approval;

• Flight tickets, hotel vouchers, and booking confirmations;

• Any health declaration, travel permit, insurance, or regulatory documentation required under applicable laws.

The Customer/Traveller expressly agrees that the name, date of birth, gender, nationality, and other identification details submitted at the time of booking must exactly match the details appearing on the official travel documents. Any mismatch, spelling error, incomplete information, or incorrect documentation may result in denial of boarding, check-in rejection, cancellation of services, Supplier penalties, immigration refusal, or forfeiture of booking value.

The Customer/Agent further acknowledges that it is solely their responsibility to ensure validity, authenticity, and adequacy of all travel documents, including passport validity, visa requirements, transit permissions, and destination-specific compliance obligations prior to commencement of travel.

The Company acts solely as a facilitator and shall not be responsible for:

• Rejection of boarding, check-in, or immigration clearance;

• Visa refusal or travel restriction;

• Denial of entry by authorities or Service Providers;

• Financial loss arising from invalid, expired, insufficient, or incorrect documentation.

Certain Service Providers, hotels, resorts, airlines, or government authorities may additionally require biometric verification, age proof, address proof, marriage certificates, child authorization letters, vaccination records, or other supplementary documentation, and the Customer/Traveller agrees to comply with such requirements at their own responsibility and cost.

The Company reserves the right to suspend, cancel, or refuse processing of any booking where identification documents are incomplete, unverifiable, suspicious, or non-compliant with regulatory or Supplier requirements.

By proceeding with any booking, the Customer/Agent irrevocably confirms that all submitted traveller details and identification documents are accurate, valid, and legally compliant, and accepts full responsibility for all consequences arising from documentation-related deficiencies or inaccuracies.

16. Special Requests & Preferences

The Customer/Agent acknowledges and agrees that any special request, preference, customization, or additional requirement submitted in relation to a booking through B2B Bali DMC™ shall be treated strictly as a request basis only and shall not constitute a guaranteed or confirmed service entitlement unless expressly confirmed in writing by the respective Service Provider.

Special requests may include, but shall not be limited to:

• Early check-in or late check-out;

• Specific room, villa, bedding, floor, or view preference;

• Adjacent or connecting rooms;

• Honeymoon arrangements, celebrations, decorations, or occasion-based setups;

• Dietary requirements, meal preferences, or special assistance requests;

• Wheelchair assistance, accessibility requirements, or medical-related requests;

• Transport seating preference, ferry timing preference, or activity customization;

• Any other personalized operational or hospitality request.

The Customer/Agent expressly agrees that all such requests remain subject to:

• Real-time availability;

• Supplier operational policies;

• Occupancy conditions;

• Destination regulations;

• Additional charges, where applicable;

• Final approval by the concerned Service Provider.

The Company acts solely as a facilitator in forwarding such requests to the relevant Service Providers and does not control, operate, or guarantee fulfillment of any special request or preference.

The Customer/Agent further acknowledges that failure, delay, partial fulfillment, modification, or rejection of any special request by the Service Provider shall not constitute deficiency of service, misrepresentation, breach of contract, or grounds for refund, compensation, cancellation, or legal claim against the Company.

Where additional charges are applicable for fulfillment of special requests, the Customer/Agent agrees to bear all such costs, taxes, and operational surcharges as communicated by the Supplier or the Company.

The Company reserves the right to decline forwarding or processing of any special request that may be operationally impractical, legally restricted, technically infeasible, or beyond Supplier capability.

By proceeding with any booking or submitting any preference request, the Customer/Agent irrevocably accepts that all special requests are conditional, non-guaranteed, Supplier-dependent accommodations and are subject entirely to operational feasibility and Supplier discretion.

17. Group Bookings & Bulk Reservations

The Customer/Agent acknowledges and agrees that all Group Bookings and Bulk Reservations processed through B2B Bali DMC™ shall be subject to special operational, financial, contractual, and Supplier-imposed conditions distinct from individual bookings.

A Group Booking or Bulk Reservation may include multiple rooms, villas, passengers, flights, transfers, activities, or combined travel arrangements booked under a common itinerary, booking reference, organization, event, wedding, corporate movement, incentive group, family group, or coordinated travel structure, as determined by the Company and/or respective Service Providers.

The Customer/Agent expressly agrees that group inventory is highly dynamic and Supplier-controlled in nature, and therefore:

• Rates may vary until final confirmation and deposit realization;

• Inventory blocking may remain time-bound and conditional;

• Supplier allocation may change without prior notice;

• Final rooming, seating, and service allocation shall remain subject to operational feasibility.

The Company reserves the absolute right to impose special payment schedules, higher advance deposits, stricter cancellation policies, milestone-based payment deadlines, security deposits, contractual undertakings, or customized operational conditions for Group Bookings.

The Customer/Agent further acknowledges that:

• Names, rooming lists, passenger details, and operational requirements must be submitted within prescribed timelines;

• Delayed submission may result in release of inventory, pricing revision, name change penalties, or cancellation charges;

• Any modification, reduction, split, or partial cancellation within a group may attract separate Supplier penalties, repricing, or reclassification of remaining inventory.

The Company shall not be liable for:

• Supplier reduction in allocated inventory;

• Dynamic fare increases;

• Operational reallocation of rooms or services;

• Delays arising from bulk coordination requirements;

• Losses resulting from incomplete group documentation or delayed payments.

The Customer/Agent expressly agrees that in Group Bookings:

• Complimentary services, free-of-cost (FOC) policies, group discounts, upgrades, and negotiated benefits are conditional and revocable until final Supplier confirmation;

• Any decrease in group size may result in automatic withdrawal of negotiated pricing, FOC benefits, or promotional inclusions;

• Additional charges arising from deviation in rooming, occupancy, or final passenger count shall be fully borne by the Customer/Agent.

The Company acts solely as a facilitator between the Customer/Agent and third-party Service Providers and does not independently control inventory, allocation, or Supplier operational decisions relating to group reservations.

By proceeding with any Group Booking or Bulk Reservation, the Customer/Agent irrevocably accepts all group-specific operational risks, payment obligations, cancellation liabilities, and Supplier-imposed conditions as binding and enforceable without dispute against the Company.

18. Promotional Offers & Packages Terms

The Customer/Agent acknowledges and agrees that all promotional offers, complimentary inclusions, upgrades, discounts, honeymoon benefits, value-added services, free-of-cost (FOC) entitlements, cashback schemes, coupons, bundled services, and special campaign benefits offered by B2B Bali DMC™ and/or third-party Service Providers are strictly conditional, limited-period, availability-based, and governed by separate terms and conditions applicable to each specific offer.

Such promotional benefits may include, but shall not be limited to:

• Complimentary meals, transfers, excursions, spa credits, decorations, or upgrades;

• Honeymoon inclusions, anniversary offers, or celebration benefits;

• Early booking discounts, tactical promotions, or seasonal campaigns;

• Free nights, complimentary stays, FOC passengers, or bundled service benefits;

• Wallet credits, vouchers, loyalty benefits, or promotional rebates;

• Airline, resort, or Supplier-sponsored incentives and add-ons.

The Customer/Agent expressly agrees that all promotional offers and complimentary inclusions:

• Are subject to Supplier inventory, operational feasibility, and eligibility criteria;

• May carry blackout dates, minimum stay requirements, occupancy conditions, or travel restrictions;

• May be modified, withdrawn, substituted, suspended, or discontinued without prior notice;

• Shall not be treated as guaranteed entitlements unless expressly confirmed in writing at the time of final booking confirmation.

The Company does not independently own, operate, or control promotional inventory provided by third-party Suppliers and therefore shall not be liable for withdrawal, denial, non-availability, modification, or partial fulfillment of any promotional inclusion or complimentary benefit.

The Customer/Agent further acknowledges that:

• Complimentary services carry no separate monetary value and are strictly non-refundable, non-exchangeable, and non-compensable;

• Failure to utilize complimentary inclusions shall not entitle the Customer/Traveller to any refund, replacement, encashment, or alternate service;

• Any unused promotional benefit shall automatically lapse upon expiry, non-utilization, or change in eligibility conditions.

The Company reserves the absolute right to revoke, deny, or withdraw promotional benefits where:

• Payment timelines are not complied with;

• Booking modifications or cancellations occur;

• Occupancy or passenger count changes;

• Supplier conditions are violated;

• Fraudulent, abusive, or manipulative usage is detected.

The Customer/Agent expressly agrees that any reduction in booking value, room count, group size, travel duration, or occupancy may result in automatic recalculation or withdrawal of promotional pricing, discounts, or complimentary inclusions without liability on the Company.

The Company shall not be responsible for disputes arising from marketing interpretation, expectation mismatch, unofficial promises, verbal representations, or assumptions regarding promotional benefits beyond the written confirmed inclusion list.

By proceeding with any booking containing promotional offers or complimentary inclusions, the Customer/Agent irrevocably accepts that all such benefits are conditional, revocable, non-guaranteed, and governed by separate Supplier and Company terms, and waives any right to claim monetary compensation or legal entitlement in relation to withdrawn, modified, or unavailable promotional components.

19. Third-Party / Agent Bookings

The Customer/Agent acknowledges and agrees that bookings made through third parties, travel agents, sub-agents, referral partners, corporate coordinators, affiliates, representatives, or any intermediary channel (“Intermediary”) under B2B Bali DMC™ shall remain subject to the Company’s policies, Supplier terms, operational rules, and payment conditions in full.

Where a booking is processed through an Intermediary, the Company shall be entitled to rely upon the instructions, confirmations, traveller details, approvals, and communications received from such Intermediary as authorized and binding on the Customer/Traveller.

The Customer/Traveller expressly agrees that:

• The Intermediary acts as their authorized representative for booking-related communication and coordination;

• Any information, approvals, modifications, payments, or confirmations submitted by the Intermediary shall be deemed valid and binding upon the Customer/Traveller;

• The Company shall not be responsible for miscommunication, omission, misinformation, delay, unauthorized commitment, pricing discrepancy, or operational error caused by the Intermediary.

The Customer/Agent further acknowledges that all payments made to any third party, travel agent, sub-agent, or representative shall be entirely at the Customer’s own risk unless such party is expressly authorized by the Company through official channels. The Company shall not be liable for any financial loss, fraud, unauthorized collection, diversion of funds, or payment dispute involving unauthorized intermediaries.

The Company reserves the right to:

• Seek direct verification from the Customer/Traveller;

• Reject or suspend bookings submitted through suspicious or non-compliant channels;

• Deny modifications or refund requests not initiated by the authorized booking source;

• Enforce separate commercial terms, commissions, markups, or operational conditions applicable to agent bookings.

The Customer/Traveller further agrees that:

• Any markup, service fee, commission, or additional charge imposed independently by the Intermediary shall remain solely between the Customer and the Intermediary;

• The Company shall not be liable for disclosure, refund, adjustment, or reimbursement of such intermediary-imposed charges.

The Company acts solely as a facilitator between the Customer/Traveller and independent Service Providers, and the existence of an Intermediary shall not create any additional liability, warranty, fiduciary relationship, or operational responsibility on the Company.

By proceeding with any booking through a third party or agent, the Customer/Traveller irrevocably accepts that all such bookings are processed on a representative basis and agrees to remain bound by all Company policies, Supplier terms, and system-generated records irrespective of intermediary involvement.

20. Overbooking & Relocation Policy

The Customer/Agent acknowledges and agrees that hotels, resorts, airlines, transport operators, and other third-party Service Providers may, at their sole discretion and operational requirement, engage in inventory overbooking, allocation adjustments, or reservation redistribution practices as part of their commercial inventory management systems.

In circumstances where an overbooking situation arises, the concerned Service Provider may relocate, substitute, reallocate, reschedule, or modify the booked accommodation, flight, transfer, or service with an alternate arrangement of similar or nearest available category, subject to operational feasibility and Supplier policy.

The Customer/Agent expressly agrees that B2B Bali DMC™ acts solely as an intermediary facilitator and does not own, control, or directly operate Supplier inventory, room allocation systems, airline seat management, or accommodation availability, and therefore shall not be held liable for overbooking situations initiated by third-party Service Providers.

The Customer/Agent further acknowledges that:

• Relocation may occur without prior notice due to operational emergencies, inventory exhaustion, maintenance issues, force majeure events, Supplier internal decisions, or demand fluctuations;

• Alternate accommodation or services may differ in room category, location, amenities, view, configuration, operational features, or branding from the originally booked service;

• Any relocation or alternate arrangement shall be deemed valid fulfillment of booking obligation where reasonably comparable services are provided by the Supplier.

The Company shall make reasonable commercial efforts to coordinate with the concerned Supplier for alternate arrangements; however, final allocation, compensation, upgrade, downgrade, relocation, or operational decision shall remain entirely subject to Supplier discretion and availability.

The Customer/Agent expressly agrees that overbooking-related relocation, service substitution, room change, or inventory reassignment shall not constitute deficiency of service, fraud, breach of contract, or grounds for automatic refund, cancellation, compensation, or legal claim against the Company.

Any compensation, upgrade, goodwill benefit, reimbursement, or alternate service offered in relation to an overbooking event shall remain entirely subject to Supplier policy and shall not create any precedent or continuing obligation upon the Company.

The Company shall not be liable for incidental inconvenience, travel disruption, emotional distress, expectation mismatch, or consequential loss arising from relocation or overbooking situations beyond its direct operational control.

By proceeding with any booking, the Customer/Agent irrevocably accepts the possibility of Supplier-controlled overbooking and relocation scenarios and agrees that alternate arrangements facilitated by the Supplier shall constitute valid operational fulfillment of the booking contract.

21. Force Majeure / Unforeseen Circumstances

The Customer/Agent acknowledges and agrees that B2B Bali DMC™ shall not be held liable or responsible for any delay, disruption, modification, suspension, cancellation, non-performance, or inability to fulfill any booking, service, or operational obligation arising directly or indirectly from any event, circumstance, or condition beyond the reasonable control of the Company (“Force Majeure Event”).

Force Majeure Events may include, but shall not be limited to:

• Natural disasters, acts of God, floods, earthquakes, tsunamis, cyclones, storms, fires, volcanic activity, epidemics, pandemics, or health emergencies;

• War, terrorism, civil unrest, political instability, riots, strikes, labor disputes, government action, sanctions, border closures, or military operations;

• Airline disruptions, airport shutdowns, transport failures, Supplier insolvency, operational collapse, inventory withdrawal, or service suspension;

• Technical system failures, cyber incidents, communication outages, power failures, banking disruptions, payment gateway failures, or digital infrastructure breakdowns;

• Weather conditions, maritime restrictions, aviation controls, regulatory changes, immigration restrictions, quarantine measures, or legal prohibitions affecting travel or service execution;

• Any other unforeseen event or circumstance beyond the Company’s direct operational control.

The Customer/Agent expressly agrees that in the occurrence of a Force Majeure Event:

• The Company may suspend, modify, cancel, reschedule, substitute, or partially perform the booking or services without prior notice;

• Timelines, itineraries, routing, accommodation, transport arrangements, or service components may be revised or withdrawn;

• Refunds, credits, rescheduling, or alternate arrangements shall remain strictly subject to Supplier policies, recoverability, operational feasibility, and regulatory conditions.

The Company shall not be liable for:

• Financial losses, missed connections, travel disruption, additional expenses, inconvenience, emotional distress, or consequential damages arising from Force Majeure Events;

• Supplier refusal, operational shutdown, service withdrawal, or non-performance caused by such events;

• Delays in refund processing, banking settlements, or recovery from third-party Service Providers.

The Customer/Agent further acknowledges that Force Majeure situations may affect the Company’s ability to communicate, process requests, or provide immediate assistance, and agrees that response timelines and operational support may be impacted accordingly.

Any refunds, reimbursements, Credit Notes, rescheduling options, or future travel adjustments provided during a Force Majeure Event shall remain purely discretionary, conditional, and subject to Supplier recovery and operational practicality, and shall not create any automatic entitlement or legal obligation on the Company.

By proceeding with any booking or travel arrangement, the Customer/Agent irrevocably accepts all Force Majeure risks associated with travel services and waives any right to hold the Company liable for events, losses, delays, or disruptions arising from circumstances beyond the Company’s reasonable control.

22. Liability Disclaimer

The Customer/Agent acknowledges and agrees that B2B Bali DMC™ acts solely as a booking facilitator, intermediary, and coordination platform between the Customer/Traveller and independent third-party Service Providers, including but not limited to hotels, resorts, airlines, ferry operators, transport providers, excursion operators, visa facilitators, activity vendors, and destination management entities.

The Company does not own, manage, control, operate, or supervise the services provided by such third-party Service Providers and therefore shall not be held liable for any act, omission, negligence, default, delay, cancellation, overbooking, service deficiency, operational failure, injury, loss, damage, accident, inconvenience, or non-performance arising from or attributable to any third-party Supplier.

The Customer/Agent expressly agrees that the Company shall not be liable for:

• Dynamic fare changes, inventory withdrawal, pricing discrepancies, or Supplier-imposed revisions;

• Flight delays, cancellations, schedule changes, denied boarding, baggage loss, or airline operational issues;

• Hotel overbooking, relocation, room allocation disputes, maintenance issues, or hospitality service deficiencies;

• Ferry, transfer, transport, weather-related, or maritime disruptions;

• Visa refusal, immigration restrictions, border control actions, or travel document deficiencies;

• Force majeure events, pandemics, natural disasters, political unrest, strikes, or regulatory actions;

• Banking failures, payment gateway interruptions, forex fluctuations, or settlement delays;

• Loss of enjoyment, emotional distress, business interruption, missed opportunities, or consequential damages of any nature whatsoever.

The Customer/Agent further acknowledges that all bookings are subject to Supplier terms, local laws, destination regulations, and operational conditions beyond the Company’s direct control, and any dispute regarding actual service execution shall primarily lie against the concerned Service Provider.

The Company’s role shall remain limited strictly to facilitation, coordination, communication, and administrative processing, and no representation, warranty, guarantee, or assurance—express or implied—is made regarding uninterrupted service availability, suitability, or performance by third-party Suppliers.

To the fullest extent permissible under applicable law, the total liability of the Company, if any established by competent legal authority, shall in no event exceed the net service fee or commission directly retained by the Company for the specific booking giving rise to the claim, excluding Supplier costs, taxes, third-party charges, and pass-through payments.

The Customer/Agent expressly waives any right to claim indirect, punitive, exemplary, consequential, or speculative damages from the Company arising out of any booking, transaction, travel experience, or operational issue.

By proceeding with any booking, payment, or travel arrangement, the Customer/Agent irrevocably accepts this Liability Disclaimer in full and agrees to indemnify and hold harmless the Company, its directors, employees, affiliates, agents, and representatives from all claims, liabilities, losses, or disputes arising from third-party services or travel-related events beyond the Company’s direct control.

23. Conduct & Usage Policy

The User agrees to comply with all travel procedures, operational guidelines, and instructions communicated by B2B Bali DMC™ and its Service Providers. Where flights are arranged through B2B Bali DMC™ or its partners, Users are responsible for completing web check-in within the stipulated time (typically twenty-four (24) hours prior to departure) and for managing ancillary selections such as seats and meals where applicable.

Users must carry all valid travel documentation, including visa approvals, passports, and booking confirmations, and must comply with immigration and security requirements at all times. B2B Bali DMC™ or its on-ground representatives may provide coordination assistance; however, such assistance does not constitute a guarantee of clearance or expedited processing.

Users shall adhere to resort policies, including signing all bills for consumption, complying with check-in and check-out timings, and settling any outstanding charges directly with the Service Provider. B2B Bali DMC™ shall not be liable for any denial of service, penalties, or additional charges arising from non-compliance with such procedures.

23.1 PROCEDURES (CUSTOMER CONDUCT)

• If the flight is booked through B2B Bali DMC™ flight partner. It is informed to the guest to do web check-in on T-1 day, 24 hours prior to the date of travel to download your boarding pass. Selection of meals, seats & other ancillaries will open on T-1 day in group fare flights & FIT’s.

• Guests must have a valid e-visa/visa at the time of arrival at the immigration of Bali airport.

• Our on-ground Journi team will connect with the traveler prior to immigration process to make a smooth transit while attaining E-visa from immigration.

• Our captain, an English/Chinese/French understanding driver guide will meet & greet at the Banana Bali counter at the airport. 

• Our Journi on-ground team will connect and give the update on timeline for next tour/activity 24-48 hrs prior. The driver assigned & contact details will be shared to you an hour before the time of pickup. Also the driver will reach out to the traveller for the same beforehand. 

• Our Journi on-ground team is 24/7 always active to connect on the whatsapp group created & on our support app.

• Guests must sign all food and beverage bills and keep a copy of it.

• Resort Package benefits may be enjoyed until the time the guest departs the resort before 11:00 Check out timing.

• Please remember that charges not included in your meal package must be paid upon check-out!

• If you have any questions regarding payment, please contact resort reception or B2B Bali Virtual Concierge/B2B Bali DMC™ Journi Hotline before making any payments.

24. Damage, Loss & Indemnity Clause

The Customer/Agent acknowledges and agrees that they shall be fully responsible and liable for any loss, damage, destruction, theft, misuse, penalty, liability, or financial claim arising directly or indirectly from their actions, omissions, negligence, misconduct, breach of policy, or non-compliance with applicable laws, Supplier rules, or operational requirements during the course of any booking or travel arrangement facilitated through B2B Bali DMC™.

The Customer/Traveller expressly agrees to exercise reasonable care and comply with all rules, regulations, and instructions issued by hotels, resorts, airlines, transport providers, activity operators, local authorities, and other third-party Service Providers.

Any damage caused by the Customer/Traveller to:

• Hotel/resort rooms, villas, property, furnishings, equipment, or facilities;

• Transport vehicles, ferries, yachts, aircraft, or operational infrastructure;

• Activity equipment, excursion assets, or Supplier property;

• Any third-party property, person, or operational environment,

Shall be the sole financial and legal responsibility of the Customer/Traveller, including all repair costs, replacement costs, compensation claims, penalties, legal expenses, operational losses, and incidental damages arising therefrom.

The Company shall not be liable for:

• Loss, theft, misplacement, confiscation, or damage of personal belongings, baggage, valuables, travel documents, money, electronics, or personal items;

• Injury, accident, illness, death, or personal harm suffered during travel or service utilization;

• Actions, negligence, misconduct, or operational failures of third-party Service Providers or other travellers.

The Customer/Agent further agrees to fully indemnify, defend, and hold harmless B2B Bali DMC™, its directors, employees, affiliates, representatives, and partners from and against any and all:

• Claims, demands, lawsuits, liabilities, damages, penalties, fines, losses, or expenses;

• Legal costs, settlement amounts, compensation claims, or regulatory actions,

Arising out of or connected with:

• Breach of these policies or Supplier rules;

• Damage caused by the Customer/Traveller;

• Fraudulent activity, misrepresentation, or unlawful conduct;

• Immigration violations, documentation deficiencies, or non-compliance with local laws;

• Any third-party claim attributable to the Customer/Traveller’s actions or omissions.

The Customer/Agent expressly agrees that the Company reserves the right to recover any outstanding loss, damage amount, penalty, chargeback, compensation, or indemnity liability directly from the Customer/Agent, including through wallet adjustment, retention of refundable amounts, legal recovery proceedings, or other lawful recovery mechanisms.

The Company may additionally suspend, terminate, blacklist, or refuse future bookings or services to any Customer/Traveller involved in misconduct, property damage, abusive behavior, fraudulent activity, or policy violation.

By proceeding with any booking or service arrangement, the Customer/Agent irrevocably accepts full responsibility for all damages, losses, liabilities, and indemnity obligations arising from their conduct and agrees to indemnify the Company against all resulting claims or financial exposure.

25. Health, Safety & Compliance Requirements

The Customer/Agent acknowledges and agrees that all travel, accommodation, transport, excursion, visa, and related services booked through B2B Bali DMC™ are subject to applicable health, safety, security, immigration, and regulatory compliance requirements imposed by governments, local authorities, airlines, hotels, resorts, transport operators, and other third-party Service Providers.

The Customer/Traveller expressly agrees that it shall be their sole responsibility to:

• Ensure they are medically fit and legally eligible to travel;

• Comply with all destination-specific health advisories, vaccination requirements, testing protocols, quarantine measures, and immigration regulations;

• Carry all required health certificates, insurance documents, medical declarations, permits, or regulatory approvals mandated by applicable authorities or Service Providers;

• Adhere to safety instructions, operational guidelines, local laws, and Supplier-imposed rules throughout the duration of travel and stay.

The Company acts solely as a facilitator and shall not be responsible for monitoring, verifying, guaranteeing, or enforcing the Customer/Traveller’s compliance with health, safety, or legal obligations.

The Customer/Agent further acknowledges that:

• Health advisories, travel regulations, visa conditions, entry requirements, airline protocols, and local restrictions may change dynamically without prior notice;

• Failure to comply with such requirements may result in denial of boarding, refusal of entry, quarantine, service cancellation, penalties, deportation, or additional expenses;

• Any resulting financial loss, delay, disruption, or operational consequence shall be borne solely by the Customer/Traveller.

The Company shall not be liable for:

• Illness, injury, infection, medical emergencies, hospitalization, disability, or death occurring during travel;

• Exposure to communicable diseases, epidemics, pandemics, or destination-specific health risks;

• Actions taken by airlines, immigration authorities, hotels, or governments in relation to health and safety compliance;

• Costs arising from quarantine, medical treatment, emergency evacuation, testing, insurance deficiencies, or regulatory enforcement.

The Customer/Traveller expressly agrees to comply with all reasonable safety instructions and behavioral standards issued by Service Providers, authorities, or the Company, and acknowledges that failure to comply may result in refusal of service, removal from premises, cancellation of arrangements, or reporting to relevant authorities without refund or compensation.

The Company reserves the absolute right to suspend, refuse, or terminate services where the Customer/Traveller is found to be:

• Non-compliant with health or safety regulations;

• Carrying fraudulent or inadequate documentation;

• Posing risk to public safety, operational integrity, or other travellers;

• Violating local laws, immigration rules, or Supplier operational requirements.

By proceeding with any booking or travel arrangement, the Customer/Agent irrevocably confirms that all travellers shall comply fully with applicable health, safety, legal, and regulatory requirements and accepts all associated travel risks without liability on the Company.

26. Privacy & Data Protection

Refer to Privacy & Data Protection Policy at -: 

https://legal.b2bmaldives.org/privacy-cookie-policy/

27. Intellectual Property (if applicable)

Refer to 21. Intellectual Property Rights  Policy at -: 

https://legal.b2bmaldives.org/terms-and-condition/

28. Dispute Resolution & Governing Law

The Customer/Agent acknowledges and agrees that all bookings, transactions, services, communications, and contractual arrangements entered into with B2B Bali DMC™ shall be governed, interpreted, and enforced exclusively in accordance with the laws of India, without regard to conflict of law principles.

The Customer/Agent expressly agrees that any dispute, controversy, claim, grievance, legal proceeding, recovery action, injunction, or matter arising out of or in connection with:

• Bookings, cancellations, refunds, pricing, payments, or service execution;

• Supplier-related operational issues or deficiencies;

• Interpretation or enforcement of Company policies, terms, and conditions;

• Use of the OTA platform, dashboard systems, payment systems, or digital infrastructure;

• Any commercial, contractual, statutory, tortious, or equitable matter connected with the Company,

Shall first be referred to the Company’s internal grievance and dispute resolution mechanism for amicable settlement.

The Customer/Agent further agrees that a formal written grievance along with supporting documents and Booking ID details must first be submitted through the Company’s official communication channels, and reasonable opportunity and time shall be granted to the Company for review, Supplier coordination, reconciliation, and resolution efforts before initiation of any legal proceedings.

In the event any dispute remains unresolved, the Customer/Agent irrevocably agrees that the competent courts situated at Ghaziabad, Uttar Pradesh, India alone shall have sole, exclusive, and absolute jurisdiction over all disputes, claims, proceedings, recovery actions, or legal matters arising out of or relating to any booking, transaction, or contractual relationship with the Company.

For jurisdictional purposes, the Company’s registered operational correspondence address shall be:

P884 Floor-I, GDA Park, near Karzia Academy, Sector 5, Vaishali, Ghaziabad, Uttar Pradesh – 201019, India

The Customer/Agent expressly agrees and undertakes that:

• Any complaint, legal proceeding, arbitration, petition, recovery action, or dispute shall be filed only before the competent courts/forums situated within Ghaziabad, Uttar Pradesh;

• No proceedings shall be initiated, maintained, or pursued before any court, consumer forum, tribunal, arbitration seat, or authority situated outside Ghaziabad jurisdiction;

• Any dispute, complaint, or proceeding filed outside the exclusive jurisdiction of Ghaziabad shall be treated as contractually non-maintainable and contrary to the agreed terms between the parties.

The Customer/Agent expressly waives any objection relating to territorial jurisdiction, forum convenience, place of cause of action, cross-border operation, or alternate venue, and agrees that exclusive jurisdiction has been knowingly and voluntarily accepted as a material condition of booking.

The Customer/Agent further acknowledges that claims relating directly to third-party Service Providers may additionally be subject to separate Supplier jurisdiction clauses, and the Company shall not automatically assume liability for such Supplier disputes.

By proceeding with any booking, payment, or use of services, the Customer/Agent irrevocably accepts the exclusive jurisdiction of Ghaziabad, Uttar Pradesh, India, and agrees that all disputes shall be governed and resolved strictly in accordance with Indian law and the jurisdiction stated herein.

29. Policy Amendments & Updates

The Customer/Agent acknowledges and agrees that B2B Bali DMC™ reserves the absolute, unilateral, and unrestricted right to amend, modify, update, revise, replace, suspend, withdraw, or supplement any of its policies, terms, conditions, operational procedures, pricing structures, service rules, or contractual provisions at any time without prior notice.

Such amendments may include, but shall not be limited to:

• Pricing, payment, cancellation, refund, or booking policies;

• Supplier-related operational conditions;

• Compliance, documentation, KYC, or verification requirements;

• Promotional offers, inclusions, validity conditions, or service entitlements;

• Technical workflows, dashboard systems, wallet mechanisms, or payment structures;

• Legal, regulatory, jurisdictional, or dispute resolution provisions.

The Customer/Agent expressly agrees that all updated or amended policies published, communicated, uploaded, circulated, or made available through the Company’s website, dashboard, booking system, official communication channels, or operational records shall become effective immediately or from such date as determined by the Company.

The Customer/Agent further acknowledges that:

• The Company shall not be obligated to provide individualized notice of every amendment or policy revision;

• Continued use of the Company’s services, dashboard, booking systems, payment mechanisms, or operational interaction after any amendment shall constitute deemed acceptance of the revised terms;

• Certain amendments may apply retrospectively to ongoing, pending, partially utilized, modified, refunded, disputed, or operationally active bookings where required due to Supplier changes, regulatory obligations, compliance requirements, or operational necessity.

The Company reserves the right to update policies in response to:

• Changes in applicable laws, regulations, taxation, or government directives;

• Supplier policy revisions or commercial restructuring;

• Technical upgrades, system modifications, cybersecurity requirements, or operational risks;

• Fraud prevention, compliance enforcement, dispute management, or business continuity requirements.

The Customer/Agent expressly waives any claim, objection, or dispute arising solely on the basis that a policy amendment, operational revision, or updated term was implemented after booking initiation, provided such amendment was reasonably connected to operational, legal, commercial, or compliance necessity.

In the event of any conflict between earlier and updated versions of Company policies, the latest updated version published or maintained by the Company shall prevail and remain binding.

By proceeding with any booking, payment, platform usage, or continued engagement with the Company, the Customer/Agent irrevocably agrees to remain bound by all current and future amendments, updates, and revisions issued by B2B Bali DMC™ from time to time.

30. Contact Information / Grievance Redressal

For any grievance, dispute, clarification, complaint, refund concern, operational issue, or policy-related communication, the Customer/Agent may contact the Company through the official grievance redressal channel mentioned below:

Attn: Prakash Verma
Address: P884 Floor-I, GDA Park, near Karzia Academy, Sector 5, Vaishali, Ghaziabad, Uttar Pradesh – 201019, India
Email: director@b2bmaldives.org

All grievances and communications must include the relevant Booking ID, Customer details, and supporting documentation for review and processing. Communications made through unofficial channels may not be considered valid for grievance handling or dispute resolution purposes.