1. Overview
This Refund & Cancellation Policy explains how cancellations, refunds, and related requests are handled on the Marima platform, including Marima Booking, Marima Market, and Marima Tours.
Marima operates as a marketplace platform that connects users with independent vendors. Refunds and cancellations are primarily governed by the individual vendor’s policies, except where otherwise stated.
By using the Platform, you agree to the terms outlined in this policy.
2. Booking Cancellations (Hotels, Rentals & Tours)
2.1 Vendor-Specific Policies
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Each hotel, property owner, agent, or tour operator sets their own cancellation and refund policy
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These policies are displayed before a booking is confirmed
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Users are responsible for reviewing vendor policies before completing a booking
Marima does not override vendor-defined cancellation rules.
2.2 Free Cancellation (Where Applicable)
Some vendors may offer:
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Free cancellation within a specified period
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Partial refunds depending on cancellation timing
If a booking qualifies for free cancellation, refunds will be processed according to the vendor’s stated terms.
2.3 Late or No-Show Cancellations
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Late cancellations or no-shows may result in partial or full charges
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Refunds may not be issued in such cases unless explicitly stated by the vendor
3. Refund Processing
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Approved refunds are processed through the original payment method
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Processing time depends on the payment provider and may take 5–14 business days
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Marima does not control banking or mobile money processing delays
Service fees (if any) may be non-refundable unless stated otherwise.
4. Subscription Refunds (Vendors)
4.1 Monthly & Periodic Subscriptions
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Subscription fees are generally non-refundable
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Vendors may cancel subscriptions at any time to avoid future charges
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Access remains active until the end of the current billing period
4.2 Free Trials
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Free trials are offered where stated (e.g., 30 days)
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No charges apply during the trial period
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Once a paid subscription begins, standard refund rules apply
5. Property Sales & Leasing (Marima Market)
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Marima Market facilitates property discovery and lead connections
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Payments for property purchases, deposits, or leases occur outside the platform
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Marima is not responsible for refunds, deposits, or disputes related to off-platform transactions
Any refund or cancellation terms must be agreed upon directly between buyers, sellers, agents, or landlords.
6. Service Limitations & Non-Refundable Items
Refunds may not be issued for:
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Completed stays, tours, or services
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Vendor subscription fees already used
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Incorrect user-provided information
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Third-party service fees
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Force majeure events beyond vendor control
7. Disputes & Support
If a dispute arises:
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Users should first contact the vendor directly
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If unresolved, users may contact Marima support for facilitation
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Marima may assist communication but does not guarantee outcomes
Marima does not act as an arbitrator or legal authority in disputes.
8. Fraudulent Activity
Refunds will not be issued for:
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Fraudulent bookings
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Policy abuse
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False claims or chargeback misuse
Accounts involved in fraudulent behavior may be suspended or terminated.
9. Policy Changes
Marima reserves the right to update this Refund & Cancellation Policy at any time.
Changes will be posted on this page with an updated revision date.
Continued use of the Platform constitutes acceptance of the updated policy.
10. Contact Us
For questions regarding refunds or cancellations, please contact us through the Contact Us page on the Marima website.
Last Updated: 1st December 2025
