Book a Table

Please read these Terms and Conditions carefully before using the Book a Table feature on Restaurants.mu. By submitting a reservation request, you confirm that you have read, understood, and agree to be bound by these terms in their entirety.

1. Introduction and Scope

Restaurants.mu ("the Platform", "we", "us", or "our") is an online restaurant discovery and reservation service operating in Mauritius. The Book a Table feature enables guests to search for, discover, and submit reservation requests at participating restaurants listed on the Platform. These Terms and Conditions ("Terms") govern your use of the Book a Table feature and apply to:

• All guests submitting reservation requests through Restaurants.mu
• All restaurant owners and operators who accept reservations via the Platform
• Any third party acting on behalf of a guest or restaurant

By using the Book a Table feature, you acknowledge that:

• Restaurants.mu acts as an intermediary platform facilitating reservations and is not a party to the dining contract between you and the restaurant.
• Individual restaurants retain the right to accept or decline any reservation request.
• These Terms complement the Restaurants.mu General Terms of Use, Privacy Policy, and any specific restaurant policies displayed during the booking process.

2. Definitions

For the purposes of these Terms, the following definitions apply:

3. The Booking Service

3.1 Nature of Service

Restaurants.mu provides a technology platform that connects guests with participating restaurants. We facilitate the transmission of reservation requests and associated communications. We do not guarantee that any reservation request will be confirmed, and we are not responsible for the quality of service, food, or experience provided by any restaurant.

3.2 Platform Role

Restaurants.mu acts solely as a reservation intermediary. The restaurant is the sole party responsible for:

• Accepting or declining your reservation
• The quality of service delivered at your reservation
• Any charges, deposits, or payment arrangements made directly with the restaurant
• Any changes to the restaurant's operations, capacity, or opening hours

3.3 Service Availability

Reservation availability on the Platform is subject to:

• Each restaurant's individual booking settings, including advance booking windows, slot durations, maximum covers, and cut-off times
• Blocked dates set by the restaurant for holidays, private events, or refurbishment
• System maintenance periods for the Restaurants.mu Platform

4. Making a Reservation

4.1 Eligibility

To use the Book a Table feature, you must:

• Be at least 18 years of age
• Provide accurate, complete, and truthful personal information
• Hold a valid and active Restaurants.mu account, or agree to submit guest details as part of the reservation form
• Not be subject to any prior reservation bans or restrictions imposed by Restaurants.mu

4.2 The Reservation Process

Reservations are submitted through a four-step wizard:

1. Select the restaurant and review its booking policy
2. Choose your preferred date and time from available slots
3. Enter your party details including name, contact number, email, party size, seating preference, occasion, and any special requests
4. Review and confirm your reservation, agreeing to these Terms

Upon submission, a Booking Reference will be generated and your reservation will be assigned a Pending status. Submission does not constitute a confirmed booking.

4.3 Accuracy of Information

You are solely responsible for the accuracy of all information provided during the booking process. Restaurants.mu and the restaurant reserve the right to cancel any reservation where:

• Incorrect or misleading contact details have been provided
• The party size submitted materially differs from the actual party attending
• There is reasonable evidence of misuse, abuse, or fraudulent booking activity

4.4 Special Requests

Special requests submitted during the booking process (e.g., dietary requirements, accessibility needs, event arrangements) are communicated to the restaurant as a courtesy but cannot be guaranteed. The fulfillment of special requests is entirely at the restaurant's discretion. Restaurants.mu accepts no liability for unfulfilled special requests.

4.5 Booking Reference

Every reservation is assigned a unique Booking Reference in the format RMU-YYYY-XXXXX. Please retain this reference, as it will be required for all reservation-related enquiries, modifications, and cancellations.

5. Reservation Confirmation

5.1 Confirmation Process

A reservation is only confirmed once the restaurant actively confirms it via the Platform. Upon confirmation, you will receive:

• A WhatsApp notification (if applicable) to the mobile number provided
• An email confirmation to the email address provided
• An in-app notification on your Restaurants.mu account (if logged in)

Important: A Booking Reference does not constitute a confirmed reservation. Your reservation is only confirmed once you receive an explicit confirmation notification from the restaurant.

5.2 Pending Reservations

Reservations in Pending status are subject to acceptance or decline by the restaurant. Restaurants.mu recommends that you do not make alternative arrangements until you have received a confirmed status notification. If you have not received a response within 24 hours, please contact the restaurant directly.

5.3 Declined Reservations

If your reservation request is declined by the restaurant, you will receive a notification via WhatsApp and/or email. No penalty or point deduction applies to declined reservations. You are free to submit a new reservation at the same or a different restaurant.

5.4 Booking Reminders

A reminder notification will be sent to both the guest and the restaurant approximately 24 hours prior to the reservation time. It is your responsibility to ensure your contact details are correct and that you have enabled relevant notifications on your device.

6. Guest Obligations and Conduct

By making a reservation on Restaurants.mu, you agree to:

• Arrive at the reserved time or notify the restaurant in advance if you are running late
• Honour confirmed reservations — repeated failures to attend without cancellation may result in restrictions on your ability to make future bookings
• Treat restaurant staff and other guests with respect
• Comply with the restaurant's own house policies, dress code, and age restrictions
• Not submit duplicate or speculative reservations for the same date and time across multiple restaurants
• Not misuse the reservation system for purposes other than genuine dining reservations

Restaurants.mu reserves the right to suspend or permanently ban any account that repeatedly misuses the Book a Table feature, including but not limited to patterns of excessive no-shows, fraudulent bookings, or abusive conduct.

7. Cancellation Policy

Restaurants.mu operates a tiered cancellation policy designed to protect both guests and restaurant partners. The tier that applies to your cancellation is determined by the time remaining between the moment you cancel and your scheduled reservation time.

7.1 Tier 1 — Cancellation of a Pending Booking

If your reservation has not yet been confirmed by the restaurant, you may cancel at any time without penalty, and no reason is required. The reservation status will be updated to Cancelled and the restaurant will be notified.

7.2 Tier 2 — Early Cancellation (More than 24 Hours Before Reservation)

If your confirmed reservation is cancelled more than 24 hours before the scheduled time:

• A cancellation reason must be selected from the available options
• No point deduction will apply
• No negative impact on your reliability profile
• The restaurant will be notified via WhatsApp and email

7.3 Tier 3 — Late Cancellation (Between 2 and 24 Hours Before Reservation)

If your confirmed reservation is cancelled between 2 and 24 hours before the scheduled time:

• A cancellation reason is mandatory and must be selected before cancellation can proceed
• No Loyalty Point deduction will apply
• Negative impact on your reliability profile
• The restaurant will be notified via WhatsApp and email

7.4 Tier 4 — Last-Minute Cancellation (Less than 2 Hours Before Reservation)

If your confirmed reservation is cancelled less than 2 hours before the scheduled time:

• A Late Cancellation flag will be recorded and your late cancellation counter incremented
• The restaurant will be notified via WhatsApp and email
• Negative impact on your reliability profile
• Your first Tier 4 cancellation within a rolling 12-month period carries no points penalty — it is recorded as a warning only
• Each subsequent Tier 4 cancellation within that 12-month period incurs a deduction of −50 Loyalty Points
• If your points balance is insufficient to absorb the deduction, your balance will be reduced to zero; no negative balance will be applied

The 50-point deduction on repeat Tier 4 cancellations reflects the significant disruption caused to restaurant operations by last-minute cancellations, including lost revenue and the inability to re-fill the table at short notice. Exempting the first occurrence allows for genuine one-off emergencies.

7.5 Accepted Cancellation Reasons

When a cancellation reason is required, you must select from the following options:

• Change of plans
• Found another restaurant
• Schedule conflict
• Weather conditions
• Health reasons
• Financial reasons
• Other (free-text explanation required)

Providing a false or misleading cancellation reason constitutes a breach of these Terms and may result in account suspension.

7.6 How to Cancel Your Reservation

To cancel a reservation, follow these steps:

1. Log in to your Restaurants.mu account
2. Navigate to My Bookings
3. Select the reservation you wish to cancel from your Upcoming Bookings
4. Click "Cancel Booking" and follow the on-screen instructions
5. Select your cancellation reason (where required) and confirm

8. No-Show Policy

A no-show is recorded when a guest fails to attend a confirmed reservation without having cancelled in advance through the Platform.

8.1 How Attendance Is Confirmed

About 3 hours after your reservation time, we ask both you and the restaurant to confirm whether the table was taken up. You can answer in one tap from the email or WhatsApp message we send, or from your bookings.

• If the restaurant confirms you attended, is unsure, or does not answer within 72 hours, the booking closes as Completed and your Loyalty Points are credited
• A no-show is only recorded when the restaurant reports one and you have not told us you dined
• If the restaurant reports a no-show but you confirm you dined, the booking is placed under review and no consequence applies while our team investigates

8.2 No-Show Consequences

When a no-show is confirmed:

• Your reservation status is updated to No-Show and recorded on your Restaurants.mu profile
• You receive a notification by email, WhatsApp (where enabled), and in-app
• No Loyalty Points are deducted for a no-show — the record itself is the consequence
• First no-show: a warning only, with no restriction on your account
• Second no-show within any rolling 12-month period: your ability to reserve a table through Restaurants.mu is suspended for 12 months. Reviews, photos, points, and all other account features remain available

8.3 Late Arrival

If you are running late for your reservation, we strongly encourage you to contact the restaurant directly as soon as possible. Restaurants may hold your table for a reasonable period at their own discretion — typically 15 to 20 minutes — after which the table may be released and a no-show status applied.

9. Restaurant-Initiated Cancellations

Restaurants retain the right to cancel a confirmed reservation in exceptional circumstances, including but not limited to:

• Closure due to public holidays, private events, or emergency situations
• Force majeure events (e.g., natural disasters, severe weather, power outages)
• Technical errors resulting in overbooking
• Non-compliance with the restaurant's own booking requirements

9.1 Guest Rights on Restaurant Cancellation

If your confirmed reservation is cancelled by the restaurant:

• You will receive a notification via WhatsApp, email, and in-app
• No penalty, point deduction, or negative reliability flag will be applied to your account
• Your cancellation record will clearly indicate the cancellation was restaurant-initiated
• You are free to re-book at the same or another restaurant

Restaurants.mu is not liable for any costs, losses, or inconvenience arising from a restaurant-initiated cancellation, including but not limited to travel costs, event arrangements, or alternative dining expenses.

10. Loyalty Points — Booking Activity

Restaurants.mu operates a Loyalty Points programme in connection with the Book a Table feature. The following point rules apply to reservation activity:

10.1 Earning Points

Points are credited to your Restaurants.mu account when a restaurant marks your reservation as Completed. Points are not awarded at the time of booking or on confirmation — only after your dining experience has been completed and the status has been updated by the restaurant.

10.2 Point Deductions

A deduction of 50 Loyalty Points applies to Tier 4 cancellations (less than 2 hours before reservation) only from the second occurrence within a rolling 12-month period — your first Tier 4 cancellation carries no points penalty. If your account balance is zero at the time of a Tier 4 cancellation, no negative balance will be applied. Points cannot be taken below zero.

10.3 Points Validity and Redemption

Loyalty Points are subject to Restaurants.mu's general Loyalty Programme Terms, available separately on the Platform. Restaurants.mu reserves the right to modify, suspend, or terminate the Loyalty Programme at any time with reasonable notice to registered users.

11. Notifications and Communications

By using the Book a Table feature, you consent to receiving automated transactional communications from Restaurants.mu in connection with your reservations. These include:

Transactional notifications related to your reservations are mandatory and cannot be opted out of while using the Book a Table feature. Marketing communications are separate and are governed by your notification preferences in your account settings.

12. Data Protection and Privacy

Your personal data submitted through the Book a Table feature — including your name, mobile number, email address, and dining preferences — is processed by Restaurants.mu in accordance with our Privacy Policy, available at www.restaurants.mu/privacy.

By making a reservation, you consent to:

• Restaurants.mu sharing your contact details with the restaurant for the sole purpose of managing your reservation
• The restaurant contacting you directly via the details provided to confirm, modify, or communicate about your reservation
• Your booking activity, including cancellation history and no-show records, being retained on your profile as part of the Restaurants.mu guest reliability system

Restaurants.mu does not sell your personal data to third parties for commercial purposes. For full details of how your data is collected, used, stored, and protected, please refer to our Privacy Policy.

13. Limitation of Liability

13.1 Platform Liability

To the fullest extent permitted by applicable law, Restaurants.mu shall not be liable for:

• Any failure by a restaurant to honour a confirmed reservation
• The quality, safety, or standard of food, service, or environment provided by any restaurant
• Any direct, indirect, incidental, or consequential loss arising from the use of the Book a Table feature
• Any technical errors, system downtime, or communication failures resulting in a missed or incorrect booking
• Any costs, losses, or claims arising from a restaurant-initiated cancellation or closure

13.2 Guest Liability

Guests are solely responsible for:

• Ensuring reservation details submitted are accurate
• Attending confirmed reservations or cancelling in a timely manner
• Any direct arrangements made with a restaurant outside the Platform, including deposits or pre-payment

Nothing in these Terms limits or excludes liability for fraud, gross negligence, or any matter for which it would be unlawful to restrict liability.

14. Modifications to the Service and Terms

14.1 Changes to the Booking Feature

Restaurants.mu reserves the right to modify, suspend, or discontinue the Book a Table feature — or any part thereof — at any time, with or without prior notice. This includes changes to slot availability, booking policies, loyalty point values, and cancellation tiers.

14.2 Changes to These Terms

We may revise these Terms and Conditions from time to time. The updated version will be published on the Platform with a revised Effective Date. Continued use of the Book a Table feature after any revision constitutes acceptance of the updated Terms. We recommend reviewing these Terms periodically.

15. Account Suspension and Booking Restrictions

Restaurants.mu reserves the right to suspend or restrict your ability to use the Book a Table feature if:

• You have accumulated a significant number of Late Cancellations or No-Shows, indicating a pattern of unreliable booking behaviour
• There is evidence of fraudulent, abusive, or manipulative use of the reservation system
• Your account has been found to be in breach of any provision of these Terms or the General Terms of Use
• You have provided false personal information in connection with a reservation

Where a suspension or restriction is applied, you will be notified via your registered email address. You may appeal a restriction by contacting support@restaurants.mu with your account details and an explanation of the circumstances.

16. Third-Party Restaurants and Independent Policies

Each restaurant listed on Restaurants.mu may operate its own additional reservation policies, including but not limited to:

• Deposit requirements for large parties
• Minimum spend commitments
• Age restrictions and dress codes
• Time limits on table occupancy
• Specific cancellation terms that supersede Platform minimums for premium experiences

Restaurant-specific policies will be displayed on the restaurant's profile page and/or communicated during the booking process. It is your responsibility to review and comply with any restaurant-specific policies before submitting a reservation.

17. Force Majeure

Neither Restaurants.mu nor any restaurant partner shall be held liable for any failure to perform obligations under these Terms arising from circumstances beyond their reasonable control, including but not limited to acts of God, extreme weather events, government restrictions, public health emergencies, power outages, internet or telecommunications failures, or civil unrest.

18. Governing Law and Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Mauritius.

In the event of any dispute arising from the use of the Book a Table feature:

1. We encourage guests to contact us first at support@restaurants.mu to resolve the matter informally.
2. If informal resolution is not achieved within 30 days, either party may refer the matter to the courts of Mauritius, which shall have exclusive jurisdiction.

For disputes with restaurants regarding the quality of service, food, or dining experience, Restaurants.mu may, in its sole discretion, assist with communication but is not obligated to mediate or resolve such disputes.

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