Overview of our refund approach
We want every guest to feel they received exactly what they paid for at Maxcasinolic. Where a stay, meal or service falls short of that, we will work with you fairly. This Refund Policy explains when refunds are issued, when partial credits apply, and how to request a review.
Room reservations
- Cancel 14 days or more before arrival: full refund of the deposit, minus any non-refundable third-party fees
- Cancel between 14 days and 48 hours before arrival: deposit retained, no further charge
- Cancel inside 48 hours: one night charged, remaining prepaid nights refunded
- No-show without notice: the full first night is charged and any remaining nights are released
Refunds to the original payment method are processed within five to ten business days, depending on your bank.
Dining and the Harbourfront Chef's Table
Restaurant reservations may be cancelled without penalty up to 24 hours before the booking. Cancellations inside 24 hours or no-shows are charged at CA$95 per seat because the menu is prepared against a confirmed seat count. Deposits on Full Counter Buyouts and Chef's Table exclusives are returned in full when cancelled at least seven days before the event.
Spa, wellness and experiences
Individual spa treatments can be rescheduled once at no cost with 12 hours notice. Cancellations inside 12 hours are charged at 50 percent. Wedding packages, private chef experiences and curated celebration extras follow the schedule agreed in the individual contract, which is always shared before any deposit is taken.
Service failures and quality concerns
If a room, meal or experience did not meet the standard we advertise, tell us while you are still on property. Our guest relations team can usually resolve the matter immediately — an upgraded room, a returned course, a spa credit, or a partial refund. Issues raised after departure are reviewed case by case; we ask that you contact us within fourteen days with any supporting details.
How to request a refund
To request a refund or to dispute a charge, contact our guest relations team by phone at +1 778 342 0956 or by email at maxcasinolic@gmail.com. Please include your reservation number, the dates in question and a short description of the issue. We respond to every refund request within five business days.