Terms - MadaAssist

Terms of Service

Download as PDF, last updated: 19.09.2025

Previous version: 03.06.2025

Welcome to MadaAssist. By using our services, you agree to the following terms and conditions. Please read them carefully.

1. Service Description

MadaAssist connects travelers with independent local service providers in Madagascar for transport, delivery, and related services. We facilitate the booking process, help select suitable providers, and coordinate communication.

MadaAssist is not a party to the agreement between the client and the provider and does not supervise, control, or guarantee the actual delivery or quality of the service. Our role is limited to the coordination and facilitation of bookings, for which we charge a service fee included in the total booking price.

After payment, clients receive the phone number of the provider to confirm details and arrange any necessary follow-ups directly.

2. Payment and Service Fees

The total amount paid by the client includes:

Service Costs: Paid to the local service provider.
MadaAssist Fee: For facilitating communication, comparing providers, booking, and processing payment.

All fees are clearly communicated in advance.

3. Liability of Service Provider

While MadaAssist works with trusted and vetted local providers, we do not guarantee the quality, punctuality, safety, or delivery of services.

The local service provider is solely responsible for fulfilling the service. Any issues such as delays, dissatisfaction, vehicle condition, cancellations, or pricing changes must be resolved directly between the client and provider.

MadaAssist does not accept liability for failures or shortcomings in the delivery of third-party services and cannot offer compensation or refunds for such issues.

4. Booking Modifications

We allow free modifications to bookings, provided the core service remains the same. This includes changes to:

Date or time
Pickup or drop-off location

Additional fees may apply if the change results in a longer distance, additional services, or provider pricing adjustments. Clients are advised to communicate changes as early as possible.

5. Cancellations and Refunds

Clients may cancel a booking and request a refund up to 24 hours before the scheduled service time. In such cases, we refund the full amount — including the provider fee and the MadaAssist service fee — minus the payment processing fee (usually around 4%) charged by Stripe or other providers.

If a cancellation is made less than 24 hours before the scheduled time:

The MadaAssist service fee is non-refundable, as our work has already been completed by then — including provider coordination, communication, and booking logistics.
We will try to recover the provider’s fee if it has not yet been transferred to the provider. However, any costs the provider may have already incurred (e.g. fuel, lost bookings) may be deducted from any possible refund.

We cannot guarantee any refund within 24 hours of the service, but we always make our best effort to support the client in case of cancellation.

Once the provider has received the payment — usually within 24 hours of the scheduled service or upon arrival and confirmation using the booking number — any refund discussions must be handled directly between the client and the provider.

Some service providers may require a prepayment. In such cases, the booking manager will inform the client before confirmation. Prepayments are non-refundable, even in case of cancellation, as MadaAssist cannot recover them from the provider.

6. Disputes and Chargebacks

Chargebacks or refund requests via your bank or payment provider are not permitted for dissatisfaction with the service provider’s performance.

MadaAssist facilitates payment and booking, but the service itself is delivered by a third party. Once the cancellation window (24 hours before the scheduled time) has passed and/or the provider has begun the service, any disputes regarding quality, delays, or other issues must be resolved with the provider directly.

By using our platform, you agree not to initiate a chargeback for such matters.