This Refund & Cancellation Policy explains what happens if you need to cancel, reschedule, or don’t show up for a tour booked through baliexpedition.com, and what happens if we are the ones who have to change or cancel it. It forms part of our Terms & Conditions — please read both together.
Because many of our tours can be booked as little as one day in advance, our cancellation windows are measured in hours rather than weeks. All time periods below are counted against your tour’s scheduled start time (pickup time or meeting time, whichever applies to your booking).
Cancelling your own booking
If you need to cancel, the amount refunded from what you already paid (whether you paid in full or paid a deposit) depends on how much notice you give us:
- 48 hours or more before your tour — full refund of the amount paid, less any non-refundable processing fee actually charged to us by the payment gateway for that transaction.
- 24 to 48 hours before your tour — 50% of the amount paid is refunded.
- Less than 24 hours before your tour, or a no-show — non-refundable. This also applies if you are not ready at the agreed pickup point and time and the vehicle cannot wait.
If you booked and paid a deposit only, with the balance due later, this same schedule applies to the deposit; you will not be asked for the remaining balance if you cancel within these windows.
Rescheduling instead of cancelling
If your plans change but you’d still like to take the tour, ask us to move your booking to a different date instead of cancelling it:
- requested 24 hours or more before your original tour time, we will move your booking to another available date at no extra charge, once;
- requested with less than 24 hours’ notice, a reschedule is offered where possible but is not guaranteed and may be treated as a late cancellation if we cannot fit you into another date.
Rescheduling is always subject to availability on your new preferred date. A rescheduled booking keeps its original payment — no refund is issued and no new payment is required unless the new date has a different price.
If we cancel or change your tour
If we cancel, postpone, or materially change your tour — because of unsafe weather or trail conditions, an official closure or volcanic activity advisory, an insufficient group size, or another reason described in our Terms & Conditions — none of the cancellation windows above apply to you. Instead, you may choose:
- a full refund of everything you paid for that tour, or
- a free reschedule to another available date, with no change fee.
We will always try to notify you of a cancellation or change as early as possible, and will contact you using the phone number or email you provided at checkout.
Refund method and timing
Refunds are returned to the same payment method you used:
- Xendit and PayPal refunds are initiated back to your original card, e-wallet, or PayPal balance, and typically appear within 5–14 business days, depending on your bank or provider;
- bank transfer refunds are sent manually to the bank account you tell us to use, normally within 3–7 business days of us confirming the refund.
Refund processing times shown by your bank or payment provider are outside our control once the refund has been sent from our side.
Non-refundable items
Where a booking includes a third-party component that is itself non-refundable once purchased — for example a park entrance permit already paid to a local authority on your behalf — that specific component may be deducted from your refund even within an otherwise-refundable window. If this applies to your tour, it is disclosed on the tour page before you book.
How to request a cancellation, reschedule, or refund
Contact us with your booking reference (for example BX-260731-FFGNE, shown on your confirmation email and on the Find My Booking page) as early as possible:
hadimahmud.id@gmail.com
WhatsApp: +62 812 3456 7890
We calculate the applicable refund window from the time we actually receive your cancellation request, not from when the circumstances that caused it began — so if you know you need to cancel, let us know as soon as possible rather than waiting.
Chargebacks
If you have a problem with a booking, please contact us first — most issues can be resolved directly and faster than a bank dispute. Filing a chargeback with your bank or card provider without contacting us first, for a charge that was properly authorised and matches this policy, may result in us contesting the chargeback with the evidence of your booking and this policy.
Changes to this policy
We may update this policy, for example to adjust a cancellation window or add a new payment method’s refund timing. The “Last updated” date at the top of this page shows the current version, and the version in force at the time you booked is the one that applies to that booking.