Terms & Conditions

These Terms & Conditions govern bookings made through Agung Journey, including inquiries, reservations, payments, e-tickets, changes, cancellations, refunds, and guest responsibilities.

Scope of Service

Agung Journey helps guests plan and coordinate private tours, activities, signature experiences, wellness services, transfers when available, and related travel arrangements in Bali and nearby destinations.

Some services are delivered directly by Agung Journey, while others are provided by selected partners, including drivers, activity operators, spa partners, hotels, restaurants, boat operators, and local venues. The relevant service provider may vary depending on the service booked.

Inquiries and Availability

Public catalog pages are provided for inquiry and planning purposes. Submitting an inquiry does not automatically create a confirmed booking. Dates, guest numbers, routes, pickup or accommodation locations, partner availability, and final prices must be checked before confirmation.

Prices, inclusions, schedules, pickup coverage, and availability may change before a booking is confirmed, particularly when seasonal rates, limited availability, partner requirements, or special requests are involved.

Invoices and Payment

Agung Journey may issue an invoice requesting a deposit, partial payment, remaining balance, or full payment, depending on the type of service, supplier requirements, booking conditions, and service date.

The required payment amount, payment deadline, and any charges payable by the guest will be clearly stated before payment. Prices quoted by Agung Journey include applicable operational costs. No additional operational or payment processing charges will be added to the confirmed price after payment unless they were clearly disclosed and agreed upon before payment.

A booking is considered confirmed only after the required payment has been received and acknowledged by Agung Journey.

Guests are responsible for ensuring that payments are completed using the stated payment instructions. Any applicable bank, transfer, currency conversion, or third-party payment fees must be disclosed before payment where they are to be borne by the guest.

E-Tickets and Booking Documents

Invoices and e-tickets serve different purposes. An invoice requests or records payment, while an e-ticket confirms booking details that may need to be presented to the relevant provider or Agung Journey team.

E-tickets are issued after the required payment condition has been met and the booking has been confirmed. Activity and wellness e-tickets may include provider codes or QR codes for check-in.

Guests should check the details on their e-tickets and contact Agung Journey promptly if any information appears incorrect.

Guest Details

Guests are responsible for providing accurate names, WhatsApp or contact numbers, service dates, pickup or accommodation locations, guest numbers, preferred times, and special requirements.

Incorrect, incomplete, or late information may affect pickup arrangements, provider check-in, service delivery, or booking document accuracy.

Changes and Cancellations

Guests may submit cancellation or amendment requests at any time. Submitting a request does not automatically guarantee a refund, a change of date, or an amendment to a confirmed booking.

Where reasonably possible, Agung Journey will first explore rescheduling options when a guest requests to cancel or change a confirmed booking. Rescheduling is subject to the relevant provider's approval, availability, any applicable price differences or amendment charges, and the guest's agreement. A revised date is confirmed only after the necessary arrangements have been approved.

Cancellation charges and refund eligibility depend on the applicable booking conditions, relevant supplier policies, the timing of the request, services already provided, and costs or commitments that cannot reasonably be recovered.

Any specific non-refundable deposit, cancellation deadline, amendment restriction, or other material booking condition will be communicated to the guest before payment.

For service-specific cancellation and refund information, guests should also refer to the applicable Cancellation & Refund policy published by Agung Journey.

Refunds

When a refund is requested, Agung Journey will review the applicable booking conditions, relevant supplier policies, services already provided, and costs or commitments that cannot reasonably be recovered.

If rescheduling is unavailable or not accepted by the guest, the cancellation and refund request will be assessed according to the applicable booking conditions and applicable law.

Where a refund is approved, Agung Journey will confirm the refundable amount and process the refund through the applicable payment method. Any deductions must have a clear and lawful basis and be consistent with the booking conditions communicated before payment.

Refund processing times may depend on the payment provider, payment method, and relevant financial institution. Agung Journey will communicate relevant processing information when available.

Weather, Safety, and Partner Operations

Outdoor tours, boat trips, adventure activities, and destination visits may be affected by weather, sea conditions, traffic, ceremonies, closures, maintenance, or safety decisions.

Where necessary, Agung Journey may coordinate changes to timing, routes, activities, or service arrangements with the relevant provider. Material changes will be communicated to guests as soon as reasonably possible.

Where a provider cancels or cannot deliver a confirmed service, Agung Journey will, where reasonably possible, explore suitable alternatives or rescheduling. If the confirmed service cannot be provided, available refunds or other remedies will be assessed in accordance with the applicable booking conditions and law.

Guest Conduct and Responsibility

Guests should arrive on time, follow provider safety instructions, respect local customs and venue rules, and take reasonable care of their personal belongings.

Agung Journey will make reasonable efforts to assist when problems arise. However, delays, missed services, or losses caused by inaccurate guest information, late arrival, unsafe conduct, or failure to follow provider instructions may affect the assistance or remedies available, subject to applicable law.

Limitation of Responsibility

Agung Journey coordinates services in good faith and works with selected partners. Some services are delivered by independent third-party providers whose operations, availability, and decisions may be outside Agung Journey's direct control.

Agung Journey will make reasonable efforts to assist guests when service disruptions occur and to communicate relevant information as soon as reasonably possible.

Nothing in these Terms & Conditions excludes or limits any responsibility, remedy, or consumer right that cannot lawfully be excluded or limited under applicable Indonesian law.

Force Majeure

Agung Journey or its service partners may be affected by events beyond reasonable control, including natural disasters, volcanic activity, extreme weather, government regulations, strikes, transportation disruptions, public health emergencies, and other force majeure events.

In such circumstances, Agung Journey will make reasonable efforts to communicate with guests and coordinate alternatives or rescheduling where possible, subject to provider availability and the applicable booking conditions.

If a confirmed service cannot be provided, available alternatives, refunds, or other remedies will be assessed in accordance with the applicable booking conditions and applicable law.

Nothing in this section removes any consumer rights or legal responsibilities that cannot lawfully be excluded or limited under applicable Indonesian law.

Travel Insurance

Guests are strongly encouraged to obtain suitable travel insurance covering trip cancellation, medical expenses, accidents, personal belongings, and other unforeseen events.

Agung Journey does not provide travel insurance unless explicitly stated as part of the booked service.

Medical Conditions and Special Requirements

Guests are responsible for informing Agung Journey or the relevant service provider of any medical conditions, allergies, pregnancy, mobility limitations, or special requirements that may affect participation or service arrangements.

Guests should communicate relevant requirements before the booking is confirmed so that suitability and available arrangements can be assessed.

Privacy

Personal information is collected and used for booking administration, communication, service coordination, operational requirements, and applicable legal purposes.

Personal information may be shared with relevant service providers when reasonably necessary to arrange and deliver the booked services. Information will be handled in accordance with applicable privacy and data protection requirements.

Contact

Questions about these Terms & Conditions, booking changes, cancellations, or refunds can be sent through the published Agung Journey WhatsApp, KakaoTalk, or email contact channels.