Complaints

Who this is for

Buyers (guests and travellers) and sellers (accommodation, tours, transport, crafts and other businesses) can both raise a complaint with TaleiFiji. Vinaka for telling us: every complaint helps us make the marketplace safer for everyone.

How to complain

Email [email protected] or WhatsApp +679 9278605. Please include your name, your booking number (if it is about a booking), what happened, and what you would like us to do. Photos or screenshots help.

Signed-in buyers can also use the chat assistant on the site to open a dispute on one of their own paid bookings, or to leave general feedback.

Problems with a paid booking (disputes)

Payments for bookings made on TaleiFiji are held in escrow. If something went wrong, tell us within 48 hours after the booking is fulfilled (for a stay, after check-out). Before the booking is fulfilled you can raise a problem at any time.

While a dispute is open, the seller is not paid for that booking. TaleiFiji reviews what both the buyer and the seller tell us and then decides whether the money is released to the seller or refunded to the buyer.

Cancellations follow our 48-hour rule, set out in the Cancellation and Refund Policy (/cancellation-policy).

Bookings made on a partner's own website ("Book on partner site") are not paid through TaleiFiji, so complaints about those payments go to that partner. You can still tell us, so we can review the listing.

Complaints from sellers

Sellers can complain about a buyer, a payout, a listing decision or how we handled a dispute, using the same email or WhatsApp. Please include your business name and the booking or listing concerned.

What happens next

We acknowledge your complaint, look at the booking records and messages, and may ask both sides for more information. We will tell you our decision and the reason for it.

[ETONIA/LAWYER: response and resolution times in days -- not set yet; do not promise a timeline until decided.]

If you are not satisfied

If you are not happy with how we handled your complaint, you can contact the Fijian Competition and Consumer Commission (FCCC), Fiji's consumer protection regulator. Their official website, https://www.fccc.gov.fj, lists their current contact details and how to lodge a complaint.

Raising a complaint with TaleiFiji does not take away any rights you have under Fijian consumer law.