Cancellation policy
Draft. Last updated October 2026.
The short version: change or cancel free until 24 hours before pickup, move your trip for free if it rains, and get everything back if we are the ones who cancel.
Changing your trip
Up to 24 hours before your pickup time you can change the date, the pickup time, the stops or the number of guests yourself, from your booking page, at no cost.
Adding a guest changes the price by the extra-guest amount shown on the booking. Removing one lowers it the same way. Inside the 24 hours before pickup, write to us and we will do what we can, but we cannot promise a change.
Cancelling
- More than 24 hours before pickup: free. Anything you have paid comes back in full.
- Less than 24 hours before pickup: the driver has already kept the day free for you, so we cannot refund it. Write to us anyway. If we can fill the day we will refund what we can.
- No-show: if we cannot reach you within 60 minutes of the agreed pickup time, the trip counts as taken and is not refunded.
Rain
Bali rains, often briefly and often beautifully. Every outdoor stop in a trip we plan has a dry alternative nearby, at no extra cost, so a shower usually just changes a stop or the order of your stops.
If an activity with its own ticket, such as rafting, is cancelled for weather, we refund its price after your trip.
If the forecast is genuinely bad, you may move your trip to another date free of charge, subject to a car being available. Ask us at any time before pickup, including on the morning itself.
When we cancel
Sometimes we have to call off a trip: a storm, flooding, volcanic ash, a landslide, a closed road, a ceremony that shuts a region, or a car or driver problem we cannot replace in time.
When we cancel, you choose: a new date at no extra cost, or a full refund of everything you paid, returned the way you paid it. There is never a fee, and we do not hold a credit you have to use up.
Our guarantees
On top of this policy, the trips we run come with four written guarantees:
- Rain plan: a dry alternative for every outdoor stop, at no extra cost; an activity cancelled for weather is refunded.
- On time: your driver-guide more than 15 minutes late at the booked pickup time and place, and we pay you Rp 150.000 back.
- Photos: if you allowed photos at booking, they are on your booking page within 48 hours of the end of your trip, or we pay you Rp 150.000 back.
- Free changes and cancellation until 24 hours before pickup, as above.
The exact conditions are in the terms. A guarantee that applies is paid within 7 days.
Refund timing
Online payments are refunded to the same card or account, usually within 5 to 10 working days depending on your bank. Cash payments are refunded in cash or by bank transfer, as you prefer.
Stops that close
If a place in your plan is closed on the day for a ceremony or repairs, your driver-guide offers the nearest good alternative, and we refund any entrance fee difference. A single closed stop is not a reason to refund the whole trip.