Legal

Terms of Service

01 June 2026

1. Acceptance of Terms

By accessing or using the Merlino mobile application, website, or operator dashboard (collectively, the "Platform"), operated by Merlino ("Merlino", "we", "us", "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Platform.

2. Description of Service

Merlino is an online marketplace that connects passengers with independent ferry operators, activity and excursion providers, and transport charter operators across the Maldives ("Operators").

Merlino does not own or operate any vessel, and is not itself a carrier, tour operator, or transport provider. Each Operator is independently responsible for the services they list and provide, including the safe operation of their vessel(s), compliance with maritime regulations, and the quality of the experience.

Merlino facilitates discovery, booking, payment, and communication between passengers and Operators, and charges a service charge for this facilitation as described in Section 5.

3. Eligibility

You must be at least 16 years old to create an account on Merlino. By creating an account, you confirm that you meet this requirement and that the information you provide is accurate.

4. Account Registration

• You are responsible for maintaining the confidentiality of your account credentials
• You must provide accurate, current, and complete information during registration, including a valid national identity card number (Maldivian nationals) or passport number (non-Maldivian nationals)
• You are responsible for all activity that occurs under your account
• Local (Maldivian) passengers are required to provide a phone number. Merlino does not verify this number; you are responsible for ensuring it is accurate

5. Bookings, Pricing and Service Charges

5.1 Pricing

Operators set the price for their own services — ferry fares, activities, and charters. Merlino adds a service charge on top of the Operator's price. The total amount payable, including the service charge, is shown to you before you complete payment.

5.2 Service Charge

The service charge covers the cost of operating the Platform, including payment processing, booking infrastructure, and customer support. Service charge rates may vary depending on the price of the service booked and are displayed at checkout prior to payment.

5.3 Currency and Taxes

All prices are displayed in Maldivian Rufiyaa (MVR) unless otherwise stated. Prices may be subject to applicable taxes (such as GST), which will be reflected in the total amount charged where applicable.

5.4 Multi-Leg Journeys

Where you book a journey involving multiple connecting legs operated by different Operators, Merlino processes this as a single combined booking and payment. If an Operator cancels one leg of a multi-leg journey, you will be offered a free cancellation window for the remaining leg(s), as described in Section 7.4.

6. Payments

• Payments are processed through Bank of Maldives (BML)
• Merlino does not store your full card or bank account details
• For activity and charter bookings, payment is only collected after the Operator confirms availability. If the Operator does not confirm within the applicable time window, your payment hold is released automatically

7. Cancellations and Refunds

7.1 Cancellation by Passenger

Cancellation policies, including any applicable fees or non-refundable amounts, are set by the Operator and displayed before you confirm your booking. The service charge portion of your payment may be non-refundable on passenger-initiated cancellations, except where required by law.

7.2 Cancellation by Operator

If an Operator cancels a confirmed booking, you will receive a full refund of the fare and the Merlino service charge.

7.3 Schedule Changes

If an Operator changes a departure time, port, or vessel for a confirmed booking:

• You will be notified through the app
• If the change is significant — more than 120 minutes — you will be offered a free cancellation window with a full refund

7.4 Missed Connections

If you have booked a multi-leg journey and an Operator cancels one leg, you will be offered a free cancellation window for any remaining confirmed leg(s) of that journey.

7.5 Watchlist

If you join a watchlist for a fully booked departure and a seat becomes available, you will be notified. Joining a watchlist does not guarantee a seat and does not constitute a booking.

8. Operator Responsibilities

Operators using Merlino represent and warrant that they:

• Hold all necessary licences, permits, and insurance required to operate their vessel(s) and provide their listed services
• Will honour confirmed bookings made through the Platform
• Will accurately represent their vessels, routes, schedules, and pricing
• Are solely responsible for the safe operation of their vessel(s) and the conduct of their crew

Merlino is not responsible for the acts or omissions of any Operator.

9. Passenger Responsibilities

You agree to:

• Provide accurate identity and travel information for all travellers included in a booking
• Arrive at the departure point with sufficient time before the scheduled departure
• Carry valid identification matching the details provided at booking, as required by the Operator
• Comply with any luggage policies displayed for your booking
• Treat Operators, crew, and other passengers respectfully

10. Luggage

Where an Operator has enabled a luggage policy for a route, the number of bags included and any applicable fees for additional bags will be displayed before booking. Merlino facilitates luggage tagging and identification at boarding but is not responsible for loss or damage to luggage — this is the responsibility of the Operator.

11. Communication Policy

All booking-related communication between passengers and Operators must take place through the in-app messaging feature. This policy exists to protect both passengers and Operators from fraud and to ensure a record of communication is available in the event of a dispute.

You agree not to request or share personal contact details — phone numbers, email addresses, social media, and so on — for the purpose of circumventing the Platform or arranging bookings outside of it.

12. Weather Information

The Platform displays weather forecasts and sea condition indicators sourced from third-party weather data providers. This information is provided as a general convenience to assist passengers in planning their travel.

You acknowledge and agree that:

• Weather information displayed on the Platform is for general guidance only and should not be relied upon as the sole basis for any travel, safety, or booking decision
• Merlino is not liable for any loss, injury, inconvenience, or damage arising from reliance on weather information displayed on the Platform
• Decisions about whether conditions are safe for travel remain the sole responsibility of the Operator and, where applicable, the passenger
• In all cases, the Operator's assessment of sea conditions and vessel safety takes precedence over any forecast displayed on the Platform

For authoritative weather and marine forecasts, passengers should consult the Maldives Meteorological Service or other official sources.

13. Safety Feature (SOS)

The Platform includes an emergency (SOS) feature that may be activated during an active booked trip. Activating this feature may share your location and trip details with the relevant Operator and/or local authorities to assist in an emergency response.

This feature is provided as an additional aid and is not a substitute for official emergency services. In a genuine emergency, you should also contact local emergency services directly where possible.

14. Reviews and User Content

You may submit reviews and ratings for Operators and services you have booked. Reviews must be honest, based on your own experience, and must not contain offensive, defamatory, or unlawful content. Merlino reserves the right to remove reviews that violate these standards or that are flagged and found to be inaccurate or fraudulent.

15. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose
• Attempt to circumvent the Platform's booking or payment process
• Submit false identity, travel, or payment information
• Interfere with or disrupt the Platform's systems, including attempting to bypass security or device verification measures
• Use automated systems to access the Platform except where explicitly authorised, such as through approved API integrations

Violation of these Terms may result in suspension or termination of your account.

16. Intellectual Property

All content, branding, software, and design elements of the Platform — excluding Operator-provided content such as vessel images and descriptions — are the property of Merlino and may not be copied, reproduced, or used without permission.

17. Limitation of Liability

To the maximum extent permitted by law:

• Merlino acts solely as an intermediary between passengers and Operators and is not a party to the contract of carriage or service between you and the Operator
• Merlino is not liable for any loss, injury, delay, cancellation, or damage arising from an Operator's services, including the operation of any vessel
• Merlino's total liability arising from your use of the Platform is limited to the service charge amount paid by you for the relevant booking

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

18. Account Termination and Deletion

You may delete your account at any time as described in our Privacy Policy. Merlino may suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or misuse the Platform.

19. Dispute Resolution

If you have a dispute regarding a booking, please contact Merlino support in the first instance. We will work with you and the relevant Operator to resolve the matter. Merlino may, at its discretion, mediate disputes, issue refunds, or take other corrective action.

20. Governing Law

These Terms are governed by the laws of the Republic of Maldives. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of the Maldives.

21. Changes to These Terms

We may update these Terms from time to time. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms. Material changes will be notified through the app.

22. Contact