Booking & Trip Policy

1. Booking & Payment

Reservation

A booking is only confirmed once a deposit (DP) of 30% of the total trip price has been received. Seats/cabins are held provisionally for 48 hours after the initial inquiry — after this window, the spot may be released to other guests.

The remaining balance is due no later than 7 days before departure. For bookings made within 7 days of departure, full payment is required at the time of booking.

Payment Methods

• Bank Transfer — Bank Central Asia (BCA): 2320327558 a/n Kaspol Ansori
• Bank Transfer — Bank Mandiri: 1610014581396 a/n Kaspol Ansori
• Cash on pickup day (for balances only, not for securing a new booking)
• Online payment via payment gateway (coming soon)

Prices are per person as quoted in your booking confirmation and do not include personal expenses, travel insurance, or optional activities unless stated otherwise.

2. Cancellation & Refund

Cancellations must be submitted in writing (WhatsApp or email) to be considered valid. Refunds are calculated based on how many days before departure the cancellation is received.

Rescheduling

One free date change is allowed if requested at least 14 days before the original departure, subject to availability.

Reschedule requests made within 14 days are treated as a cancellation under the table above, unless agreed otherwise by Travel Wise.

Trip Changes by Travel Wise

If Travel Wise cancels a trip due to weather, sea conditions, or safety reasons, guests may choose a full refund or a free reschedule to another available date.

Travel Wise reserves the right to change the itinerary, route, or schedule for safety reasons; this does not entitle guests to a refund if the trip still departs.

3. Pickup & Boarding

• Pickup time and location will be confirmed by your booking agent 1–2 days before departure, based on your accommodation area (e.g. Mataram, Senggigi, Kuta Lombok, Gili Trawangan, Gili Air).
• Guests must be ready and waiting at the agreed pickup point 15 minutes before the confirmed pickup time.
• Pickups from certain locations outside the standard route may incur an additional pickup fee, as quoted at booking.
• Guests who miss the pickup or are not at the meeting point on time are responsible for arranging their own transport to the departure point, at their own cost. No refund will be given for a missed pickup.
• Boarding closes at the Travel Wise Senggigi Office before the scheduled departure. Please bring a valid ID and your booking confirmation when boarding.

4. Health, Safety & Liability

Safety on Board

• Life jackets are provided and must be worn when instructed by the crew, including during water activities and rough conditions.
• Guests must follow all safety instructions given by the captain and crew at all times. The crew's decisions regarding safety are final.
• Travel Wise reserves the right to alter, delay, or cancel any part of the itinerary due to weather, sea conditions, or other safety concerns.

Health & Fitness to Travel

• Guests must disclose any relevant medical conditions, allergies, or mobility limitations at the time of booking.
• This trip may not be suitable for pregnant guests, or guests with serious heart, spine, or mobility conditions. Please consult us before booking if you are unsure.
• Guests traveling with pre-existing medical conditions do so at their own risk and are strongly advised to carry any necessary personal medication.

Travel Insurance

Travel insurance is not included and is strongly recommended, covering trip cancellation, medical emergencies, and personal belongings.

Personal Belongings

Travel Wise is not responsible for the loss, theft, or damage of personal belongings during the trip. Guests are advised to keep valuables secure at all times.

Conduct

Excessive alcohol consumption or illegal substance use that endangers the safety of the guest or others is not permitted on board and may result in removal from the trip without refund.

Guests under 18 years old must be accompanied by a parent or legal guardian.

Liability

To the extent permitted by law, Travel Wise's liability is limited to the value of the trip paid by the guest. Travel Wise is not liable for indirect losses, missed onward connections, or circumstances beyond its reasonable control (force majeure), including but not limited to extreme weather, government restrictions, or natural disasters.