Cancellations & Refunds
Cancellation and refund rules vary by order type, vendor, and how far in advance a cancellation is made. This page covers retail orders, bookings, services, rentals, and tours separately — because the rules genuinely differ.
Retail orders
Before the order is dispatched: contact the vendor as soon as possible. Most vendors can cancel an order that hasn't been packed or handed to a courier yet.
After dispatch: cancellation may not be possible. If the item has already shipped, you'll need to follow the vendor's return policy once you receive it.
Vendor cancels your order: if a vendor cancels an order they accepted, you are entitled to a full refund. Contact us if the vendor does not process the refund promptly.
Bookings & tours
Cancellation terms for boat tours, activities, and experiences are set by each operator and are shown at the time of booking. Always check these before confirming.
- Free cancellation — full refund if cancelled before the operator's stated deadline (typically 24–72 hours before the experience).
- Partial refund — some operators refund a portion if cancelled after the deadline. The deposit or first payment may be non-refundable.
- Non-refundable — some bookings are non-refundable. This is shown clearly before you confirm. No-shows are typically non-refundable.
Weather & force majeure
For outdoor experiences — boat tours, water sports, hiking — operators may cancel due to unsafe weather conditions. This is a safety decision, not a service failure.
In these cases, most operators will offer a reschedule or a full refund. The specific terms are set by the operator and shown in their booking policy. Cyclone warnings, public health events, or other force majeure situations affecting fulfilment will be handled case by case. Contact the operator first, then Komers support if needed.
Car rental bookings
Rental cancellations are governed by the rental operator's booking terms. Cancellation windows and deposit rules vary by operator — review these carefully before confirming.
Security deposits are held by the operator, not by Komers. Deposit refund timing and conditions (fuel policy, damage assessment) are set by the operator and detailed in their rental agreement. Early returns do not typically entitle you to a partial refund unless the operator's terms explicitly state otherwise.
Services & appointments
Service cancellations (photography, cleaning, repairs, wellness, etc.) are governed by the service provider's terms. These are typically shown before booking or quoted.
Deposit refunds depend on when you cancel relative to the appointment. Many service providers retain a deposit if cancelled with insufficient notice. Completed services are generally not refundable. Quality-of-work disputes should be raised directly with the service provider in the first instance.
Refund timelines
When a refund is agreed between buyer and vendor (or facilitated by Komers), processing times depend on the original payment method:
- MCB Juice — 3–5 business days
- Bank transfer / card — 5–10 business days
- Store credit — immediate (if applicable and agreed)
Refund timelines are estimates. Actual processing depends on the vendor, payment processor, and bank. Komers does not hold or process payments directly.
Vendor-initiated cancellations
If a vendor cancels an order or booking they confirmed, you are entitled to a full refund of any amount paid. Repeated vendor cancellations may result in the vendor's account being reviewed. If a vendor cancels and does not refund you within a reasonable timeframe, contact Komers support.
Cancellation or refund issue?
Contact the vendor first. If the issue isn't resolved, reach out to hello@komers.mu with your order details.