1. Summary
| Situation | Refund |
|---|---|
| You have paid, but we or the operator cannot confirm the booking (no availability, no seats, service not available) | 100%, no deductions |
| You cancel your request before it is confirmed and paid | Free, nothing to pay |
| You cancel a confirmed booking 72 hours or more before the start | 100% |
| You cancel a confirmed booking between 24 and 72 hours before the start | 50% |
| You cancel less than 24 hours before the start, or do not show up | 0% |
| The operator cancels because of weather or safety | New date or 100%, your choice |
| We or the operator cancel for any other reason | 100%, or a new date if you prefer |
Product-specific terms. The 72/24-hour schedule above is our standard. Some experiences have their own cancellation terms (for example multi-day cruises or tickets with fixed operator rules). In that case we send these terms to you in writing together with the final price, before you pay, and they apply to that booking. Product-specific terms never remove your right to a 100% refund when the service cannot be provided by us or the operator.
This policy does not limit your rights under Indonesian consumer protection law (Law No. 8 of 1999 on Consumer Protection).
2. How the hours are counted
- Start means the pickup time or departure time in your booking confirmation, in Bali time (WITA, UTC+8).
- Your cancellation time is the time we receive your message on WhatsApp or by email.
- Example: a boat trip starts at 08:00 on 20 March. If you cancel before 08:00 on 17 March, you get 100%. If you cancel between 08:00 on 17 March and 08:00 on 19 March, you get 50%.
3. Changing the date
You can change the date of a confirmed booking once, free of charge, if the operator has availability on the new date and the operator's terms for that experience allow a change. Please ask at least 24 hours before the start.
If the price for the new date is different, we tell you the difference before confirming the change: you pay the extra amount, or we refund the difference. A further change is treated as a cancellation under section 1 and a new booking.
4. Weather, safety and operator changes
Boat trips, snorkeling, diving, water sports, rafting, volcano and off-road trips depend on weather and sea conditions. The operator, the captain or the harbour authority may delay, change or cancel them for safety.
- If the experience is cancelled for weather or safety, you choose: a new date, or a 100% refund.
- If the operator changes an essential part of the booking (date, time by more than 2 hours, route or vehicle class) and you do not accept the change, you get a 100% refund.
- If the experience is interrupted after it has started for reasons not caused by you, we agree with you a fair partial refund for the part not provided.
- If the experience goes ahead as confirmed and you decide not to take part, the schedule in section 1 applies.
5. How to request a cancellation or refund
Send a message to +62 896-7183-6304 on WhatsApp or to btpinfobali@gmail.com with:
- your invoice number or the name on the booking;
- the experience and date;
- what you want: cancel, change the date or refund;
- for a bank refund: account holder name, bank and account number.
We reply within 2 business days and tell you in writing the refund amount under this policy.
6. How and when refunds are paid
| You paid by | You get the refund |
|---|---|
| Bank transfer in IDR | By bank transfer in IDR to the account you give us |
| Online payment link (virtual account, QRIS, e-wallet, card) | Through our payment partner to the original card, e-wallet or account where the method supports it; otherwise by bank transfer in IDR |
| Cash in IDR | By bank transfer in IDR, or in cash at our office by appointment |
- We start the refund within 3 business days after we confirm the refund amount to you.
- The money usually arrives within 14 business days; the exact time depends on your bank, card issuer or e-wallet.
- Refunds are paid in IDR. We do not charge a separate refund fee.
- We send you the transfer receipt or the refund reference.
7. Complaints
- Contact us. Write to +62 896-7183-6304 or btpinfobali@gmail.com. We reply within 2 business days.
- Escalation. If you are not satisfied with the answer, ask us to escalate. The management of PT AURA AGENT AGENCY reviews the case and replies in writing within 5 business days.
- Outside help. You can also contact a Consumer Dispute Settlement Body (BPSK) or the consumer complaint service of the Ministry of Trade of the Republic of Indonesia.
8. Card and e-wallet disputes
If you paid through an online payment link and something went wrong, please contact us first: most cases are solved faster directly, and valid refunds are paid under this policy. You keep the right to contact your bank or card issuer. In a dispute we may give your bank the booking confirmation and our correspondence with you.
9. Contact
- Company
- PT AURA AGENT AGENCY (brand: Bali Trip Point)
- NIB
- 2105260050389
- NPWP
- 1000000009571170
- Registered address
- Promenade Shop Unit S11, Jalan Kayu Tulang No. 82, Canggu, Kuta Utara, Badung, Bali 80363, Indonesia
- Operational office
- Jl. Sahadewa, Munggu, Kec. Mengwi, Kabupaten Badung, Bali 80351, Indonesia
- +62 896-7183-6304
- btpinfobali@gmail.com
Related: Payment information · Terms & conditions · Public offer