Terms and Conditions

These Terms and Conditions apply to bookings, payments, custom payment links, reviews, and services made through baturvolcanotour.com. By using this website, creating a booking, paying online, choosing pay later, or joining a tour, you confirm that you have read and agree to these Terms, the Privacy Policy, and the package-specific rules shown on each tour page.

1. Booking Agreement

  • A booking request is created using the information entered by the guest, including tour date, number of guests, package option, pickup area, hotel or meeting point, WhatsApp number, email, and notes.
  • A booking is confirmed only after the required payment is successfully completed, unless the package or checkout allows Book Now & Pay Later and we accept the booking manually.
  • The guest is responsible for entering correct contact details, pickup details, travel date, number of participants, and special requests before payment.
  • Package-specific terms, safety rules, age limits, pickup rules, inclusions, exclusions, and refund notes shown on the package page are part of this agreement.

2. Payment, Down Payment, and Pay Later

  • Payments may be made by PayPal or credit/debit card through PayPal checkout, depending on the payment options available on the website.
  • Some packages may allow full payment, down payment, remaining balance payment, or Book Now & Pay Later.
  • If a down payment is selected, the remaining balance must be paid as instructed before or on the activity date. Failure to pay the remaining balance may result in cancellation or refusal of service.
  • For custom payment links or manual deals from WhatsApp/Instagram, the guest agrees that the tour name, price, date, and payment amount entered in the custom payment form match the direct agreement.

3. Cancellation Policy

  • Unless a package page states a different policy, free cancellation or reschedule requests should be made at least 24 hours before the scheduled activity start time.
  • Cancellations made less than 24 hours before the activity, late arrival, wrong pickup details, failure to answer messages/calls, or no-show may be treated as non-refundable.
  • Some activities require advance guide, driver, ticket, boat, equipment, or permit arrangements. These operational costs may reduce the refundable amount.
  • Package-specific cancellation rules override this general policy when they are more specific.

4. Refund Policy

  • Eligible refunds are processed back through the original payment method where possible.
  • Unless a package page states a different policy, eligible refunds may be limited to 50% of the paid amount after payment-provider fees, administrative costs, and operational costs are considered.
  • No refund is provided for no-show, late arrival that prevents the tour from operating, wrong booking details entered by the guest, refusal to follow safety instructions, or cancellation after the allowed cancellation period.
  • If we cancel an activity because it cannot safely operate and reschedule is not possible, we will offer a suitable alternative or a refund according to the situation and package rules.
  • Refund timing depends on the payment provider, bank, card issuer, and payment method.

5. Chargebacks and Payment Disputes

  • Guests agree to contact baturvolcanotour.com first through the contact details on this website before opening a PayPal, card, or bank dispute/chargeback.
  • We will review booking records, payment records, messages, tour date, cancellation timing, pickup details, and package rules to resolve the issue fairly.
  • If a guest opens a dispute or chargeback for a valid booking or completed service, we may provide booking evidence, payment records, checkout agreement records, communication records, and activity records to the payment provider or bank.
  • Fraudulent, duplicate, or abusive chargebacks may result in booking cancellation, refusal of future bookings, or additional recovery actions where permitted by law.

6. Reschedule

  • Reschedule requests should be made at least 24 hours before the activity.
  • Rescheduling depends on guide, driver, ticket, boat, equipment, weather, volcano status, road conditions, local rules, and package availability.
  • Price differences may apply if the new date, package, pickup area, or group size changes.

7. Pickup, Meeting Point, and Late Arrival

  • Guests must be ready at the agreed pickup time and location.
  • Guests are responsible for providing accurate hotel, villa, room, lobby, area, or meeting point details.
  • Late arrival, inaccessible pickup location, wrong address, or failure to respond to WhatsApp/calls may reduce tour time or be treated as no-show.
  • Pickup times may change because of traffic, weather, road closures, religious ceremonies, local events, or safety conditions.

8. Activity Risk and Guest Responsibility

  • Outdoor and adventure activities such as Mount Batur trekking, jeep tours, ATV, rafting, waterfalls, snorkeling, boat trips, and temple visits may involve natural risks, uneven ground, weather changes, road conditions, water conditions, physical effort, and local environmental risks.
  • Guests join activities voluntarily and must consider their own health, fitness, age, medical condition, and personal limits before booking.
  • Guests must follow all guide, driver, instructor, operator, temple, local authority, and safety instructions.
  • Guests must not join activities under the influence of alcohol, illegal drugs, or any condition that may endanger themselves or others.
  • Guests are responsible for personal belongings, passports, phones, cameras, cash, jewelry, clothing, and travel documents.

9. Health Restrictions and Mount Batur Rules

  • Some activities are not suitable for pregnant guests, guests with heart problems, serious breathing problems, recent surgery, serious injuries, severe asthma, mobility limitations, or poor fitness.
  • For Mount Batur trekking or similar mountain activities, pregnant guests and guests with serious medical conditions should not join.
  • If a package includes temple visits or sacred areas, guests must follow local customs. Guests who are menstruating may be restricted from entering certain sacred temple areas according to local rules.
  • Guests must tell us before booking if they have medical conditions, injuries, allergies, pregnancy, medication needs, or limitations that may affect the activity.
  • We may refuse participation without refund if a guest hides a serious condition, ignores safety rules, or is considered unsafe to join.

10. Medical Assistance, Ambulance, and Insurance

  • If a guest suffers a minor injury during an activity, we will help arrange reasonable local assistance, such as first response support and transport to the nearest clinic or hospital where reasonably possible.
  • If a guest suffers a serious injury or emergency, we will help contact or arrange ambulance, emergency service, rescue support, clinic, or hospital assistance where reasonably possible.
  • Medical treatment, doctor fees, hospital bills, ambulance fees, medication, evacuation, rescue costs, transport after hospital, accommodation changes, missed flights, and insurance claims are the guest responsibility unless the law requires otherwise or the injury is proven to be directly caused by our negligence.
  • Guests are strongly advised to have personal travel insurance covering accidents, medical treatment, emergency evacuation, cancellation, lost belongings, and adventure activities.

11. Weather, Volcano, Road, and Local Conditions

  • Tours may be changed, delayed, rescheduled, rerouted, or cancelled because of weather, sea conditions, volcano activity, temple rules, local ceremonies, traffic, road closures, government rules, safety concerns, or force majeure events.
  • When possible, we will offer a safer alternative, adjusted itinerary, or reschedule before considering refund.

12. Reviews and Uploaded Photos

  • Guests who submit reviews agree that review text, rating, name/avatar, and uploaded photos may be displayed on the website.
  • Reviews must be honest and must not contain illegal, abusive, misleading, private, or unrelated content.
  • We may moderate, hide, or remove reviews that violate these rules.

13. Limitation of Liability

To the maximum extent permitted by applicable law, baturvolcanotour.com is not responsible for indirect losses, personal expenses, missed flights, missed hotel bookings, emotional distress, loss of enjoyment, lost belongings, third-party service failures, or events outside our reasonable control. Nothing in these Terms is intended to exclude liability that cannot legally be excluded under applicable consumer protection laws.

14. Guest Agreement at Checkout

By ticking the agreement checkbox at checkout or custom payment, the guest confirms that they accept these Terms, the Privacy Policy, package-specific rules, cancellation/refund policy, safety requirements, activity risks, and medical assistance limitations. The website may record the date/time, booking details, payment reference, user account, and agreement text/version for customer service and dispute handling.

15. Changes to Terms

We may update these Terms and Conditions from time to time. The version published on this website at the time of booking applies to that booking unless a change is required by law or needed for safety/security reasons.

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