Refund and Returns Policy – Overview

1. Reservation Cancellations:

  • Guests may cancel reservations up to a specified number of days before check-in for a full or partial refund (typically 48–72 hours in advance for standard bookings).

  • Cancellations made after this period may incur a cancellation fee or be non-refundable, depending on the rate selected.

2. Refundable vs Non-Refundable Rates:

  • Refundable Bookings: Allow cancellation within the allowed window and will be fully or partially refunded as per terms.

  • Non-Refundable Bookings: Discounted or promotional bookings are often not eligible for refunds.

3. Special Packages & Adventure Bookings:

  • Adventure bookings (e.g., casino tours, excursions) may have unique cancellation windows or require earlier notice for refunds.

  • Some adventure experiences may be rescheduled but not refunded.

4. No-Shows:

  • Failure to show up without cancellation will likely result in full charge with no refund.

5. Force Majeure:

  • In cases of events outside the guest’s control (natural disasters, political unrest, pandemics), the resort may provide credit or rescheduling options.

6. Store Purchases (Coming Soon):

  • For merchandise or physical product returns, the policy may include:

    • Returns within 14–30 days in original condition.

    • Refunds processed once the item is received and inspected.

    • Customers may bear return shipping costs.

7. How to Request a Refund:

  • Guests should contact support via:

    • Email: maplecaresorts.com

    • Phone: +964 07713373140

  • Include booking reference, dates, and reason for cancellation.

Important Notes:

  • Always review the terms on your specific booking confirmation.

  • Some policies may vary by property (e.g., Banff Springs vs. Fogo Island Inn).