Cancellation Policy

2. How cancellation works

If you cancel within 3 days of check-in, we will do our best to re-book your dates. If we succeed, we refund the portion that overlaps with the new booking, less a small handling fee.

Refunds are made in Indonesian Rupiah (IDR) as required by UU No. 7 Tahun 2011 tentang Mata Uang. If you paid in another currency via Wise, the refund is calculated from the IDR amount recorded in your booking confirmation at the prevailing Wise mid-market rate on the day of refund.

3. Force majeure exceptions (Keadaan memaksa)

If your travel is prevented by events genuinely outside your control (keadaan memaksa), we waive the table above and offer a full refund or a free reschedule within 12 months. This covers:

• Natural disasters in Bali or your country of origin (earthquakes, tsunamis, floods, landslides).
• Volcanic activity at Mount Agung or Mount Rinjani that closes Ngurah Rai or Lombok airports.
• Flight cancellations caused by weather, volcanic ash, or carrier insolvency that leave you with no realistic alternative route.
• Government-imposed travel restrictions or border closures (Indonesian or foreign) affecting you or Indonesia.
• Mandatory island-wide observances such as Nyepi (Hari Raya Nyepi / Balinese Day of Silence) coinciding with your travel day, when Ngurah Rai Airport closes for 24 hours.
• Documented serious illness or bereavement (with a doctor's note or equivalent).

We may ask for documentation (boarding pass, cancellation email, government notice). We process refunds promptly once we have it.

4. How to cancel

One WhatsApp message is enough. Send your booking reference to +62 859-3524-3151 and we will confirm the cancellation within 1 hour during local business hours (07:00–22:00 WITA) and at the start of the next business day otherwise. The WhatsApp conversation serves as alat bukti elektronik yang sah (valid electronic evidence) under UU ITE Pasal 5.

Phone or messages sent through other channels (Instagram DMs, Facebook) will be honored but may take longer to process.

5. Refund processing

• Refunds are returned to the original payment method (BNI bank transfer or Wise) within 7 business days of confirmation. This is faster than the 14-day default response window under UUPK Pasal 19, and aligns with our service commitment.
• Bank and Wise transfer fees are deducted at cost; we do not mark them up. A reference receipt is provided.
• If your original payment was in cash, we refund in IDR (or in the same foreign currency, at our discretion) at the next opportunity to meet, or to a bank account you nominate.
• For international transfers, the refund may take an additional 1–3 business days to clear at your bank.
• Note: the Bali Tourism Levy (Pungutan Wisatawan Mancanegara) of IDR 150,000 per person is paid by you directly to the Bali Provincial Government via the LoveBali portal or at Ngurah Rai Airport. We do not collect this levy and therefore cannot refund it; please contact the Bali Provincial Government for any refund request related to that payment.

6. Modifications

• Date changes are free if requested more than 14 days before check-in and subject to availability at the same or lower rate. Higher rates (peak season) require paying the difference.
• Date changes within 14 days are reviewed case by case and may incur a small handling fee.
• Adding guests up to the villa's maximum occupancy is free; you simply pay any extra-guest fee published on the villa page.
• Changing villa within our group is free if both villas are available and rates match. Otherwise the new rate applies.

7. Disputes and consumer protection

Your rights as a consumer are protected by Undang-Undang No. 8 Tahun 1999 tentang Perlindungan Konsumen (UUPK). We aim to resolve every concern quickly and fairly through WhatsApp.

Disputes that cannot be resolved through our WhatsApp support within 30 days will be addressed first through the Badan Penyelesaian Sengketa Konsumen (BPSK) Gianyar, in accordance with UUPK. Commercial disputes may, by mutual agreement, be referred to the Badan Arbitrase Nasional Indonesia (BANI). Should litigation be required, the parties submit to the exclusive jurisdiction of the Pengadilan Negeri Gianyar (Gianyar District Court), Bali.