Delivery / Processing Timeline

• Confirmation emails are sent instantly after the hotel booking.
• Receipts/invoices are available in the Manage Bookings section.

Customer Communication Points

• If no confirmation email is received, customers must check spam or contact support.

How do I cancel my hotel booking?

Customers can cancel their hotel reservations up to 24-48 hours before check-in. Customers can cancel their hotel reservations by emailing Customer Support at infinity@abcbanking.mu prior to the 24–48-hour check-in period. Once a hotel reservation has been made, no changes will be accepted.

Can I change the dates of my hotel booking?

Once the hotel is booked, the booking cannot be amended. For amendments, the current booking has to be canceled, and a new booking will have to be made.

Can I book a room which more than two adults will occupy?

Most hotels allow additional guests in a room for an extra charge, but the number of occupants should not exceed the maximum number of guests allowed per room by the hotel. You would need to directly check with the hotel for such bookings, as it varies according to the terms and conditions of the hotel.

Our children will be traveling with us; will there be any hotel charge for them as well?

When making your booking, select the number of children traveling with you from the 'Children' drop-down box. If you select one child, our search will give you the price of a Double Room with a child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of passengers in your search.

Can I request a room preference such as smoking/wheelchair friendly etc.?

Yes, you can. Although, you will have to check with the hotel directly for such requests and book online.

I did not get an email confirmation. What do I do?

If you do not receive a confirmation e-mail from us, there is a possibility that an improper e-mail address was registered in our records, or your Internet Service Provider blocked the e-mail as a 'spam' in which case we suggest you check the address and your spam folder. You can also contact us by sending an e-mail at infinity@abcbanking.mu or calling ABC Banking Corporation's Customer Support. It is important at the time of contacting us that you convey information on:

• Name against which reservation was made
• Location (city) and name of the hotel
• Dates of check-in / check-out
• CIF Number

I am arriving late; will the hotel hold my room until I arrive?

Yes, the hotel will hold your room booking until 7 am the day after your planned arrival date, as your reservation is a confirmed booking. However, please check with the hotel for details.

I am arriving earlier than planned; will the hotel accommodate me?

In such cases, we suggest you contact the hotel in advance to check for accommodation, as terms and conditions vary with different hotels.

How can I get a receipt or invoice for my hotel booking?

You can view all your upcoming and completed trips by selecting the 'Manage Bookings' section. Further, you can view/print your receipt by selecting the Booking Reference number.

What is the difference between a Double and a Twin Room?

A Double Room has 1 King-sized bed, whereas a Twin Room has 2 Single or Queen-sized beds.

Do I need to reconfirm my hotel booking?

No, this is not necessary. However, if you wish, you may contact the hotel directly.

I need to avail an early check-in/late check-out. Can this be done?

This depends completely on the hotel's room availability on that particular date. Infinity Rewards cannot guarantee anything in this regard.

Are meals/breakfast included in the hotels booked?

Not all hotels include complimentary breakfast. Please ensure this is checked on the program website under the respective hotel's 'View Detail' section, before redeeming the hotel.

Can I make a hotel booking for today’s check-in?

Sorry, this is not possible. Hotel reservations have to be booked a minimum of 3 days in advance.

Can I request connected rooms if I am booking 2 rooms, or a smoking-room preference etc.?

Most of the hotels are booked directly through international suppliers. We can add these requests as a comment to the hotel; however, Infinity Rewards does not guarantee the confirmation of the same. These requests would have to be made directly at the hotel at the time of check-in.

What are the payment options when booking hotels?

You can use reward points to book hotels.

Do I get an immediate booking confirmation?

Once a car redemption is made, the confirmation is not immediate. It typically takes 24–48 hours to receive confirmation.
For any queries, you may reach out to our Customer Support team at infinity@abcbanking.mu.
If the booking is not confirmed by the service provider, the points/cash used will be refunded back to your account, and you may attempt the booking again.

Can I make an amendment to my booking?

Amendments are possible for most bookings; however, the request must be submitted at least 48 hours prior to the booking date.
All amendments are subject to the service provider's availability. In some cases, amendments may not be permitted as per the car rental policy.

Will there be any extra charges if I wish to amend my booking?

Yes. Additional charges may apply if there is a change in:

• Rental duration
• Pick-up or drop-off location
• Car type or category

Can I cancel my booking?

Bookings made through Infinity Rewards cannot be cancelled voluntarily. Therefore, no points or cash will be refunded if you cancel the booking yourself.
However, if the cancellation occurs due to the service provider or supplier, the points will be credited back into your account within 7 business days.

How old do I have to be to rent a car?

Most car rental companies require drivers to be between 21 and 70 years old.
Drivers under 25 years or over 70 years may be required to pay an additional fee.
(Charges vary depending on the city/country and the type of car.)

Is it possible to rent a car for another person through my account?

Yes. You can rent a car for someone else if they meet all eligibility criteria.
Please ensure you enter their details when making the reservation.

Does my car redemption include all charges, or are there additional costs?

Most car rental prices generally include:

• Theft Protection
• Collision Damage Waiver (CDW)
• Local taxes
• Airport surcharges
• Standard road fees

However, you may be responsible for additional charges at the time of car pick-up, such as:

• Young driver fees
• Additional driver fees
• One-way rental fees
• Optional add-ons (child seats, GPS, etc.)

All applicable charges and cost-saving options will be explained before you complete your booking.
For detailed information, please refer to the Terms and Conditions of the respective car rental providers.

How can I dispute my Infinity Rewards transactions/purchases?

You can dispute a transaction by emailing Customer Support at infinity@abcbanking.mu. Your complaint will be logged and reviewed accordingly.

How many days will it take to get my merchandise delivered?

Delivery usually takes 6–10 working days, depending on stock availability.

What should I do if the merchandise doesn't reach me within 7 working days?

Please email Customer Support at infinity@abcbanking.mu to check the status of your order.

What if I want to exchange or upgrade my order?

Once an order has been placed, it cannot be exchanged or upgraded.

What should I do if the delivered item is wrong or damaged?

If you receive an incorrect or damaged item, please email infinity@abcbanking.mu within 24 hours of delivery.
Requests received after 24 hours cannot be processed for replacement or refund.

How do I look for a product on the Infinity Rewards platform?

You can easily browse using the category menu or the search bar to find specific products.

What are my options for paying for an order?

Orders can be paid using your reward points.

I have a missing item in my order. What should I do?

Please email infinity@abcbanking.mu with:

• Your order number
• The name of the missing item
• The item code/number

Our team will investigate and update you within 2–3 business days.

How can I undo an order cancellation?

Cancellation requests are final.
If you still wish to receive the item, you will need to place a new order.

How will I know if an item is out of stock?

Items that are unavailable will be clearly marked "Out of Stock" on the product page.
In rare cases, an item may become unavailable during checkout, and a notification will appear at that time.

Can I change or amend the items in my order once it has been placed?

This service is currently not available.
To modify your order, it must be canceled, and a new order should be placed.

Can I ship an order to multiple addresses?

No. Each order can be delivered to one address only.

My payments (points) were deducted, but the order was not processed. What should I do?

If your points were debited but the order did not process, please contact Customer Support at infinity@abcbanking.mu for assistance.

Are there any exceptions or delays in Gift Voucher delivery?

Gift voucher delivery depends on the voucher type:

• Instant Delivery Vouchers: These are delivered immediately upon successful order placement.
• Delayed Delivery Vouchers: These may take additional time to be delivered. Any specific delivery timelines or exceptions for these vouchers will be clearly mentioned in the voucher's own Terms & Conditions.

Delivery may also be delayed during weekends, public holidays, or due to high system traffic or technical issues from the brand's side.

How will I be informed about the status of my Gift Voucher order?

Once your order is processed, the Gift Voucher will be emailed directly to your registered email address. If additional time is required due to supplier processing, you may receive a follow-up email or notification.

What should I do if the Gift Voucher email is delayed or not received?

If you do not receive the voucher within the expected timeframe, please:

• Check your spam/junk folder.
• Ensure your registered email address is correct.
• Contact Customer Support at infinity@abcbanking.mu with your order ID for assistance.

Are there any special conditions for Gift Voucher redemption?

Yes. Each brand has its own Terms & Conditions, such as validity periods, usage limitations, exclusions, and region-specific rules. Please review the brand's T&Cs on the Infinity Rewards App before redeeming.

Can Gift Vouchers be reissued if there is an error in the email address I provided?

Gift Vouchers cannot be reissued if the incorrect email address was provided during redemption. Please ensure your email details are accurate before confirming your order.

Are there region-specific restrictions for Gift Vouchers?

Some Gift Vouchers may only be valid in certain countries or regions. The validity location will be clearly mentioned in the voucher's Terms & Conditions on the Infinity Rewards App.

How long does it take to process my Gift Voucher redemption?

Processing typically begins immediately, and the voucher is sent within 24 hours. In rare cases where brand verification is needed, processing may take slightly longer, and Customer Support will notify you if required.

What is an Airport Lounge?

An airport lounge is a dedicated area within an airport that provides added comfort and services compared to the main terminal. Lounges typically offer:

• Comfortable seating
• A quiet and relaxed environment
• Complimentary snacks, beverages, and refreshments
• Free Wi-Fi and internet access
• TV, newspapers, and magazines
• Shower facilities (in select lounges)
• Flight status information
• Business services (in select lounges)

Facilities vary depending on the airport and lounge operator.

How do I access the airport lounge?

Once you redeem your lounge access through Infinity Rewards, you will receive a voucher code by email at your registered email address.

To enter the lounge:

1.Present the voucher code at the lounge reception.




2.Provide your boarding pass and a valid photo ID if required.

Entry is subject to the lounge's terms, conditions, and capacity.

Can I cancel my Lounge purchase?

No. Once the lounge voucher is purchased, it is non-refundable and cannot be canceled or exchanged.

How long does it take to receive my Lounge voucher?

Your lounge voucher details are typically emailed within 24 hours of redemption.
If you do not receive it within the expected timeframe, please check your spam folder or contact Customer Support.

What should I do if I haven't received my lounge voucher?

If the voucher email is not received within 24 hours:

• Check your spam/junk folder
• Ensure your registered email address is correct
• Contact Customer Support at infinity@abcbanking.mu with your order ID for assistance

What facilities can I expect to find in a lounge?

Facilities differ by lounge, but commonly include:

• Complimentary food and beverages
• Internet/Wi-Fi access
• TV and entertainment
• Shower and washroom facilities
• Business centers or workstations
• Relaxation areas
• Travel assistance

Please refer to your voucher email for lounge-specific details.

Is lounge access guaranteed?

Lounge entry is subject to availability.
Some lounges may restrict access during peak hours or when they reach maximum capacity.

Is the lounge voucher valid for multiple entries?

No. Each lounge voucher is valid for one-time entry only, unless otherwise stated in the voucher terms and conditions.

Can I bring guests with my lounge voucher?

Guest access depends on the lounge policy.

• Some lounges allow guests for an additional fee.
• Guest access must be checked directly with the lounge staff.

The Infinity Rewards lounge voucher covers only the member unless specified otherwise.

How long can I stay inside the lounge?

Most lounges allow a stay duration of 2 to 4 hours, depending on their policy.
Extended stays may incur additional charges and are subject to lounge approval.

Can I access the lounge if I'm flying economy class?

Yes. Lounge access through Infinity Rewards is independent of your travel class, as long as you have a valid ticket and lounge voucher.

Are there any region-specific restrictions?

Some lounges may have:

• Terminal-specific access restrictions
• Airline or boarding-pass requirements
• Limited accessibility during peak times
• Age restrictions for unaccompanied minors

Always review the terms and conditions provided in the voucher email.

What if the lounge denies access?

Lounge access may be denied if:

• The voucher is expired or invalid
• The lounge is at full capacity
• Incorrect terminal or airline restrictions apply
• The traveler does not meet lounge requirements

In such cases, please contact Customer Support with the details and your voucher ID.

What if my flight is delayed? Can I stay longer?

Extended stay due to flight delays is not guaranteed.
It will depend solely on the lounge's rules and capacity.

Is there a way I can cancel my order or get a refund?

Cancellation and refund policies vary for each experience.

• Please check the terms and conditions provided for each experience before booking.
• If your booking is eligible for cancellation, email Customer Support at infinity@abcbanking.mu.
• Refunds, if applicable, will be processed as per the experience provider's policy and may take up to 7 business days to reflect in your account.

Can I amend my booking?

Booking amendments depend on the specific experience:

• Please refer to the terms and conditions for each experience.
• For eligible amendments, contact Customer Support with your booking ID.
• Amendment approval and timelines depend on the experience provider's availability.

Is taking insurance mandatory for this category?

Some experiences require travel or activity insurance as a condition of booking.

Even if not mandatory, we strongly recommend taking insurance to cover:

• Medical emergencies, accidents, or repatriation
• Loss or damage of personal belongings
• Trip cancellations due to unforeseen events

Are there any restrictions or eligibility criteria for booking Experiences?

Yes, certain experiences may have restrictions such as:

• Age limits
• Physical fitness or health requirements
• Minimum or maximum group sizes
• Special safety instructions

Please review the details of each experience carefully before booking.

How long does it take to receive confirmation for an experience?

• After booking, confirmation is usually sent via email within 24–48 hours, depending on the provider.
• If additional verification is required, Customer Support will notify you.

Are there any special handling or regional conditions?

• Some experiences may be region-specific or require local permits.
• Availability may vary based on season, location, or operational hours of the provider.
• Always check the experience-specific T&Cs before booking.

What should I do if I do not receive confirmation or updates?

• Check your spam/junk folder for emails.
• Verify your registered email is correct.
• Contact Customer Support at infinity@abcbanking.mu with your booking details.

Can I book for multiple participants under one account?

Yes, as long as the experience provider allows group bookings.

• Ensure all participant details are provided during booking.
• Any restrictions on group size will be mentioned in the experience terms.