Dhombe.com CUSTOMER TERMS AND CONDITIONS Hotels & Guesthouses | Activities & Tours | Events | Airport Transfers
Legal entity: Dhombe Travel Private LimitedCompany registration number: C18752026 Registered address: ihome , Kasthoori magu , K. MaafushiCustomer support email: support@dhombe.com Customer support phone / WhatsApp: +960 7776331 Version: Draft 1.0 - 11 June 2026
Important Summary
These Customer Terms and Conditions govern access to Dhombe.com and bookings made through the platform. They apply together with the booking details shown at checkout, the booking confirmation, the relevant Service Provider's rules, and Dhombe.com's Privacy Policy.
Dhombe.com provides the technology, booking, payment-facilitation and customer-support platform.The hotel, guesthouse, activity operator, tour operator, event provider or transfer operator shown in the booking is responsible for delivering the booked Travel Service.The cancellation, amendment, no-show and refund conditions displayed before payment are part of the contract and may differ between bookings.Weather and sea conditions can affect activities, tours, events and airport transfers in the Maldives. The Service Provider may reschedule, modify or cancel a service for safety.Nothing in these Terms removes rights that cannot legally be excluded under applicable consumer law.
Please read before booking
The summary is for convenience only. If it conflicts with the full Terms, the full Terms apply.
Contents
DefinitionsAbout Dhombe.com and these TermsEligibility and bookings for other travellersAccounts and acceptable useHow the booking relationship worksListings, availability and booking confirmationPrices, taxes, currencies and obvious errorsPayments and fraud checksChanges, cancellations, no-shows and refundsTraveller responsibilitiesService Provider responsibilitiesHotels & GuesthousesActivities & ToursEventsAirport TransfersReviews, user content and communicationsIntellectual property and prohibited conductPrivacy, third-party services and platform availabilityComplaints and dispute resolutionLiabilitySuspension, cancellation and terminationChanges to these TermsGoverning law and general provisionsSchedule 1. Publication checklist
Definitions
Term Meaning
Account a user account created to access some Platform functions or manage bookings.
Booking a request or confirmed reservation for a Travel Service made through the Platform.
Booking Conditions the dates, price, inclusions, exclusions, cancellation terms, eligibility rules and other conditions displayed before confirmation or stated in the Booking Confirmation.
Booking Confirmation the email, message, voucher, ticket or account record confirming a Booking.
Dhombe.com the website, application and related booking and customer-support services operated by the Legal Entity identified on the cover page.
Platform Dhombe.com and any related website, mobile interface, booking tool, message, email or customer-support channel.
Service Provider the independent hotel, guesthouse, activity operator, tour operator, event provider, transfer operator or other business that supplies the Travel Service.
Traveller each person who will use or participate in the Travel Service, whether or not that person made the Booking.
Travel Service a hotel or guesthouse stay, activity, tour, event, airport transfer, or related service available through the Platform.
you the person using the Platform, making a Booking or named as the lead traveller.
About Dhombe.com and These Terms
2.1 These Terms apply when you browse or use the Platform, create an Account, contact Dhombe.com about a Booking, or complete a Booking.
2.2 By completing a Booking, you agree to these Terms, the Booking Conditions, and any Service Provider rules presented before confirmation. If you do not agree, do not complete the Booking.
2.3 The Booking Conditions for a specific Booking take priority over these general Terms only where they expressly differ. Mandatory law always takes priority.
2.4 The English version is the controlling version unless applicable law requires otherwise.
2.5 Dhombe.com may provide customer support and facilitate communications, changes, refunds or payments. This does not make Dhombe.com the supplier of the underlying Travel Service unless the checkout page expressly states otherwise.
Eligibility and Bookings for Other Travellers
3.1 You must be at least 18 years old and legally capable of entering a binding contract to make a Booking.
3.2 You may make a Booking for other Travellers only if you are authorised to provide their information and accept the applicable Booking Conditions on their behalf.
3.3 The lead traveller is responsible for providing all Travellers with the Booking Confirmation, safety information, rules and changes, and for ensuring that each Traveller complies with them.
3.4 You must provide accurate, complete and current names, dates, ages, contact details, arrival information and other requested information. Dhombe.com and the Service Provider may rely on the information you provide.
Accounts and Acceptable Use
4.1 You are responsible for keeping your Account credentials confidential and for activity carried out through your Account, except where caused by Dhombe.com's failure to use reasonable security measures.
4.2 Notify Dhombe.com promptly if you suspect unauthorised access, fraudulent payment or an incorrect Booking.
4.3 You must not use the Platform to make false, speculative, duplicate or fraudulent bookings; interfere with security; scrape or copy Platform data without permission; upload malware; impersonate another person; or use the Platform unlawfully.
4.4 Dhombe.com may request identity, payment or booking verification. A Booking may remain pending or be cancelled if required information is not provided or fraud is reasonably suspected.
How the Booking Relationship Works
5.1 Unless expressly stated otherwise at checkout, Dhombe.com operates as an online booking platform and limited payment-collection or booking agent for the Service Provider.
5.2 When a Booking is confirmed, the contract for delivery of the Travel Service is between you and the Service Provider named in the Booking Confirmation. The Service Provider is responsible for performing the Travel Service in accordance with the Booking Conditions and applicable law.
5.3 Dhombe.com is responsible for operating the Platform with reasonable care, accurately transmitting booking information under its control, processing or facilitating payment as stated at checkout, and providing the customer-support functions described in these Terms.
5.4 Service Providers are independent businesses. Nothing in these Terms creates an employment, partnership or general agency relationship between Dhombe.com and a Service Provider.
5.5 A single checkout containing more than one Travel Service may create separate contracts with separate Service Providers. Unless expressly stated, those services do not form a package, and cancellation of one does not automatically cancel or refund another.
Listings, Availability and Booking Confirmation
6.1 Listing descriptions, photographs, facilities, schedules, availability, restrictions and policies are supplied by Service Providers or created from information they approve. Dhombe.com takes reasonable steps to display information accurately but cannot guarantee that every third-party detail is error-free at all times.
6.2 Search order, labels such as recommended or popular, and promotional placements may be influenced by relevance, availability, price, traveller preferences, commercial arrangements, performance and other disclosed ranking factors.
6.3 A booking request is not confirmed until Dhombe.com issues a Booking Confirmation. If confirmation cannot be obtained, Dhombe.com will cancel the request and return any amount collected for that unconfirmed service.
6.4 Review the Booking Confirmation immediately. Contact Dhombe.com promptly if any detail is incorrect. Changes may be unavailable or may involve additional charges.
6.5 Reasonable substitutions may be made where specifically allowed by the Booking Conditions, but a material change entitles you to the remedies stated in section 9.
Prices, Taxes, Currencies and Obvious Errors
7.1 The payable price, currency, included taxes and mandatory charges will be shown before you confirm the Booking. Optional extras and charges payable directly to the Service Provider will be identified where known.
7.2 Your card issuer, bank or payment provider may apply its own exchange rate or fees. Dhombe.com is not responsible for those third-party charges.
7.3 Prices may change until a Booking is confirmed. Once confirmed, the price will not change except where the Booking Conditions permit a variable charge, you request a change, a government tax or fee legally applies, or there is an obvious error.
7.4 An obvious pricing or description error is not binding. If Dhombe.com or the Service Provider discovers one, you will be offered the correct option or a full refund of amounts paid for the affected Booking.
Payments and Fraud Checks
8.1 The payment schedule and payment recipient will be shown at checkout. Payment may be collected by Dhombe.com on behalf of the Service Provider, by an authorised payment processor, or directly by the Service Provider.
8.2 By submitting payment details, you confirm that you are authorised to use the payment method and authorise the stated charges.
8.3 A pre-authorisation may temporarily reduce available funds without completing a charge. Release timing is controlled by your bank or payment provider.
8.4 If payment fails, is reversed, is disputed without valid basis, or cannot be verified, Dhombe.com or the Service Provider may suspend or cancel the Booking after reasonable notice where practicable.
8.5 Refunds will normally be returned to the original payment method. Bank, card-network and payment-processor timelines are outside Dhombe.com's control.
8.6 Cardholder Transaction Records
Cardholders are advised to retain a copy of their transaction records, Booking Confirmation, these Terms and Conditions, and all applicable Dhombe.com policies and rules for future reference.
Dhombe.com refund processing target: for example, initiate approved refunds within 7-14 business days
Changes, Cancellations, No-Shows and Refunds
9.1 The Booking Conditions shown before payment determine whether a Booking is refundable, changeable or transferable, and what deadline or fee applies.
9.2 To request a change or cancellation, use the Platform's booking-management function or contact Dhombe.com using the details in the Booking Confirmation. A request is effective only when recorded or confirmed.
9.3 If you cancel after the free-cancellation deadline, fail to attend, arrive too late, leave early or do not meet participation requirements, the Service Provider may charge up to the full Booking price as stated in the Booking Conditions.
9.4 If the Service Provider cancels or cannot provide the booked service, you may choose any reasonable replacement offered or receive a refund for the affected, undelivered service. This does not automatically cover separately booked flights, accommodation, transfers or other indirect costs.
9.5 If a Service Provider makes a material change to the booked service, Dhombe.com will communicate the available options. Minor operational changes that do not substantially reduce the service do not normally create a right to cancel.
9.6 Promotional codes, credits or discounts may be restored or forfeited according to the terms of the promotion. Cash refunds cannot exceed the amount actually paid in cash for the affected Booking.
9.7 Approved partial refunds may deduct properly disclosed cancellation charges, used portions, non-refundable third-party costs and other amounts permitted by the Booking Conditions and law.
9.8 Nothing in this section restricts a refund or remedy required by mandatory law.
Traveller Responsibilities
You and each Traveller must:
check the Booking Conditions, confirmation, meeting point, check-in or departure time and local time zone;arrive early enough to complete check-in, ticket collection, safety briefing or boarding;carry valid identification, travel documents, tickets and any required medical or activity documentation;provide accurate flight, luggage, passenger, age, weight, swimming ability, accessibility and contact information where requested;follow lawful safety instructions, house rules, local laws, environmental rules and reasonable conduct standards;tell Dhombe.com and the Service Provider about relevant accessibility, medical, dietary or safety needs before booking where possible;behave respectfully and avoid conduct that threatens people, property, wildlife, vessels or operations; andobtain suitable travel, medical and activity insurance. Insurance is not included unless expressly stated.
Service Provider Responsibilities
Each Service Provider is responsible for maintaining required licences, registrations, insurance, trained personnel, equipment, facilities and safety processes; providing accurate listing and availability information; delivering confirmed services; and complying with applicable tourism, consumer, safety and tax laws.
Dhombe.com may request evidence of compliance, suspend a listing, withhold settlement where legally permitted, or cancel affected Bookings if there is a credible safety, fraud or regulatory concern.
Hotels & Guesthouses
12.1 The accommodation's own check-in, check-out, child, occupancy, meal-plan, visitor, smoking, alcohol, pet, deposit, damage and house rules form part of the Booking Conditions.
12.2 Room type, view, bedding, floor, connecting rooms and special requests are guaranteed only if expressly confirmed. A request noted in a Booking is not a guarantee.
12.3 The lead guest must present any identification and payment method required at check-in. The property may refuse check-in where legal requirements or disclosed policies are not met.
12.4 You are responsible for damage, loss, extraordinary cleaning or rule violations caused by you or your invitees, to the extent proven and lawfully charged. Report existing damage promptly.
12.5 If you expect late arrival, contact the property or Dhombe.com. Failure to arrive by the property's stated deadline may be treated as a no-show.
12.6 Star classifications, amenity labels and property categories may be official, self-declared or based on third-party data. Dhombe.com will identify the source where reasonably practicable.
12.7 Local-island guesthouses and hotels are subject to Maldivian laws and local-island rules. Travellers must respect restrictions and instructions communicated by the property.
Activities & Tours
13.1 Activities and tours may involve physical exertion, boats, water, wildlife, weather and other inherent risks. Review the difficulty, duration, inclusions, exclusions and suitability information before booking.
13.2 The Service Provider may require a safety briefing, waiver, minimum age, swimming ability, health declaration, weight limit, footwear, clothing or other participation condition. Failure to meet a disclosed condition may result in refusal without refund.
13.3 Tell the Service Provider before participation about pregnancy, recent surgery, heart or respiratory conditions, injuries, medication, disabilities or other circumstances relevant to safety. The Service Provider may refuse or modify participation on reasonable safety grounds.
13.4 Routes, wildlife sightings, dive or snorkel sites, schedules and activity duration may change because of weather, sea state, visibility, tides, safety, local restrictions or operational conditions. Wildlife sightings are never guaranteed.
13.5 If unsafe conditions prevent the activity, the Service Provider may reschedule, provide a reasonably equivalent alternative, issue credit, or authorise a refund according to the Booking Conditions. A traveller's personal preference about otherwise safe weather does not automatically create a refund right.
13.6 Diving, motorised water sports and specialist activities may require certifications, medical fitness or separate operator terms. Those requirements will be displayed or communicated before participation.
13.7 Photos or videos are included only where expressly stated. Drone operations remain subject to weather, safety, privacy and regulatory permission.
Events
14.1 Event Bookings may include weddings, proposals, celebrations, performances, private dining, venue access, decoration, photography or other arranged services as described in the Booking Conditions.
14.2 The confirmed scope, date, location, guest count, setup, inclusions, payment milestones, change deadlines and cancellation schedule are part of the contract with the Event Service Provider.
14.3 Changes to guest count, location, menu, decoration, timing or scope may change the price and are effective only when confirmed in writing.
14.4 Outdoor and sandbank events depend on weather, tides, sea conditions, permits and safety. The provider may move the event, adjust timing or use a disclosed backup plan. Refunds depend on the Booking Conditions and the portion of services already prepared or supplied.
14.5 You are responsible for lawful conduct by guests and for damage caused by your group, to the extent proven and lawfully charged.
14.6 Unless expressly included, a ceremonial wedding or proposal arrangement does not itself create a legally recognised marriage or provide civil-registration services.
Airport Transfers
15.1 Airport Transfers may be scheduled shared speedboat transfers, private transfers or another transfer type identified in the Booking Confirmation.
15.2 You must provide correct passenger names, contact number, flight number, arrival or departure time and luggage details. Notify Dhombe.com promptly of flight changes.
15.3 Travellers must arrive at the stated airport, jetty or meeting point by the reporting time. A late arrival may be treated as a no-show, and the operator is not required to delay a scheduled shared transfer.
15.4 Transfer duration and departure time may vary because of weather, sea conditions, passenger boarding, harbour controls, safety, route changes or operational requirements.
15.5 The operator may delay, reschedule, combine, reroute or cancel a transfer for safety or events beyond reasonable control. If the operator cancels and cannot provide a reasonable alternative, the affected transfer will be refunded.
15.6 Unless expressly stated, Dhombe.com and the transfer operator do not guarantee connection with a separately booked flight or onward service. Travellers should allow a reasonable buffer, especially for international departures.
15.7 Standard luggage limits and charges for excess, oversized or special luggage will be shown in the Booking Conditions. Dangerous or unlawful items may be refused.
15.8 Children and infants must be booked and counted as required by the operator. Accessibility or mobility assistance must be requested before booking where possible.
Reviews, User Content and Communications
16.1 If Dhombe.com enables reviews, questions, photos or other content, you must submit only lawful, relevant and genuine content based on your own experience.
16.2 You retain ownership of your content but grant Dhombe.com a worldwide, non-exclusive, royalty-free licence to host, reproduce, translate, adapt, moderate and display it for operating and promoting the Platform and the relevant listing. This licence ends when content is deleted, subject to backups, legal retention and content already shared.
16.3 Dhombe.com may reject or remove content that is fraudulent, abusive, discriminatory, irrelevant, promotional, privacy-invasive, unlawful or otherwise contrary to published content standards.
16.4 Messages sent through the Platform may be monitored or stored for booking support, safety, fraud prevention, quality control and legal compliance as described in the Privacy Policy.
16.5 Service Provider contact details must be used only for the Booking. Harassment, spam and attempts to bypass payment or defraud another party are prohibited.
Intellectual Property and Prohibited Conduct
17.1 The Platform, software, design, databases, Dhombe.com name and logo, and Dhombe.com-created content are owned by or licensed to Dhombe.com and protected by applicable intellectual-property law.
17.2 You may use the Platform only for personal, legitimate travel planning and booking. You may not copy, resell, frame, reverse engineer, scrape, systematically download, train automated systems on, or commercially exploit Platform content without written permission, except where law expressly permits.
17.3 Service Provider names, logos, photographs and listing materials remain the property of their respective owners or licensors.
17.4 To report alleged infringement or unlawful content, contact the support email with identification of the material, location, basis of the complaint and your contact details.
Privacy, Third-Party Services and Platform Availability
18.1 Personal information is handled under Dhombe.com's Privacy Policy. Booking information may be shared with Service Providers, payment processors, communications providers, fraud-prevention services and authorities where necessary to process the Booking, provide support or comply with law.
18.2 Third-party websites, payment pages, maps or services may have separate terms and privacy policies. Dhombe.com is not responsible for third-party content or systems outside its control.
18.3 Dhombe.com aims to keep the Platform available and secure but does not guarantee uninterrupted or error-free operation. Maintenance, connectivity failures, cyber incidents, force majeure and third-party outages may affect access.
18.4 Dhombe.com may change, suspend or discontinue Platform features. Confirmed Bookings remain subject to their Booking Conditions unless affected by an event described in these Terms.
Complaints and Dispute Resolution
19.1 Report a problem as soon as reasonably possible, preferably while the Service Provider still has an opportunity to correct it.
19.2 Complaints should include the Booking reference, traveller name, contact details, description, relevant dates, desired resolution, and supporting photos, receipts or messages.
Complaint channel: Email / support@dhombe.com Hotline / +960 7776331 /
Target acknowledgement time: within 24 Hours business days
Target substantive response time: within 10 business days, subject to provider investigation
19.3 Dhombe.com may refer service-delivery complaints to the Service Provider and will reasonably assist communication. This does not prevent you from exercising rights directly against the Service Provider.
19.4 If a consumer complaint is not resolved, you may have the right to approach the Maldives Consumer Ombudsman or another competent authority, without limiting any right to bring a claim before a competent court.
19.5 Before starting court proceedings, the parties should attempt in good faith to resolve the dispute through written negotiation for at least 30 days, unless urgent relief or mandatory law requires otherwise.
Liability
20.1 Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, wilful misconduct, gross negligence, death or personal injury caused by negligence, breach of a mandatory legal duty, or any liability that cannot lawfully be excluded.
20.2 Dhombe.com is responsible for direct loss that is reasonably foreseeable and caused by Dhombe.com's breach of these Terms or failure to use reasonable care in providing the Platform services.
20.3 To the maximum extent permitted by law, Dhombe.com is not responsible for the independent acts, omissions or service failures of a Service Provider; weather, sea conditions, natural events, government action, transport disruption or other events beyond reasonable control; or loss caused by inaccurate information supplied by you.
20.4 Dhombe.com is not liable for indirect or consequential loss, loss of enjoyment, profit, business, opportunity or data, except where such exclusion is prohibited by law. Consumers retain all non-excludable statutory remedies.
20.5 Service Providers remain responsible for injury, death, property damage, non-performance or other loss caused by their negligence, breach or unlawful conduct, subject to applicable law and their contract with you.
20.6 You are responsible for reasonably foreseeable loss caused by your fraud, unlawful conduct, misuse of the Platform or material breach of these Terms.
Suspension, Cancellation and Termination
21.1 Dhombe.com may restrict an Account, remove content or cancel a booking request where reasonably necessary for security, fraud prevention, safety, sanctions compliance, legal compliance, abusive conduct or material breach.
21.2 Where a confirmed Booking is cancelled under this section, refund entitlement depends on the reason, the Service Provider's policy, services already supplied and mandatory law.
21.3 You may stop using the Platform or request Account closure, subject to completion of active Bookings, dispute handling and lawful data-retention requirements.
Changes to These Terms
22.1 Dhombe.com may update these Terms to reflect changes in law, services, security, technology or business operations.
22.2 The effective date will be shown at the top. Material changes will be notified through the Platform or by email where reasonably practicable.
22.3 The Terms accepted when a Booking was made will normally continue to govern that Booking, unless a change is required by law or is expressly accepted by you.
Governing Law and General Provisions
23.1 These Terms and non-contractual disputes arising from them are governed by the laws of the Republic of Maldives, subject to any mandatory consumer rights that apply.
23.2 The courts of the Republic of Maldives have jurisdiction, without preventing a consumer from using another forum that mandatory law makes available.
23.3 If any provision is invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions continue.
23.4 Dhombe.com's delay in enforcing a right is not a waiver. Rights and remedies under these Terms are cumulative.
23.5 You may not transfer a Booking or rights under these Terms except as allowed by the Booking Conditions or with written consent. Dhombe.com may transfer its rights and obligations as part of a lawful reorganisation or business transfer, provided this does not reduce consumer rights.
23.6 These Terms, the Booking Conditions, Booking Confirmation, Privacy Policy and any expressly incorporated policy form the entire agreement regarding the Platform booking service.
23.7 No person other than you, Dhombe.com and, where applicable, the Service Provider has a right to enforce these Terms, except where applicable law provides otherwise.