Cancellation and refund policy

Changing your date

There is no charge to move a booking to another date as long as you tell us more than 24 hours before the activity starts. Send a message to the same WhatsApp number you booked on, quoting your booking reference, and we will move it, subject to availability on the new date.

Each tour states its policy

Every tour page carries its own cancellation policy, and that policy is what governs your booking. Today every one of our 29 activities uses the same one:

• Free cancellation at least 1 day before the start
• No refund less than 1 day before the start
• No cancellation once the voucher has been used

If we cancel

Tours run in light rain — the tracks are at their best when they are wet. If conditions are genuinely unsafe the activity is rescheduled or refunded in full, and that call is made by the guide on the day.

If we cancel an activity for any reason — weather, equipment, or a guide being unavailable — you are offered an alternative date or a full refund of anything you have already paid. That choice is yours, not ours.

No-shows and late arrivals

A no-show at the meeting point is charged in full. If you are running late, message on WhatsApp: departures can often be shifted to a later slot on the same day, but a guide and a machine or boat have already been held for you.

Payment and refunds

No prepayment is required. You book on WhatsApp and pay in cash or by card on the day, in Indonesian rupiah.

Because no prepayment is taken for standard bookings, a cancellation inside the 24-hour window is settled by agreement rather than deducted from a card.

Safety refusals

Guides may refuse participation on safety grounds — for example if a rider is visibly intoxicated, is below the minimum age for that activity, or cannot follow the safety briefing. In those cases the activity is treated as a cancellation inside the 24-hour window.

See also our terms and conditions and safety standards.