TERMS & CONDITIONS

Please read our Terms & Conditions carefully, along with the extensive Frequently Asked Questions (FAQ) section on our website, before making any booking or inquiry with us. These resources contain nearly all the answers regarding your booking, what to expect from our offerings, services, activities, and our policies, including cancellation and refunds.

We understand that circumstances can change and that sometimes expectations may not be met for one reason or another. However, it is important that guests take responsibility for their travel plans and make informed decisions.

PT AQUA NUSA LEMBONGAN is committed to ensuring that all guests have a clear understanding of our offerings before booking. To facilitate this, we have developed comprehensive FAQs and detailed Terms & Conditions to outline our policies transparently. It is the responsibility of each guest to carefully review these resources before making a reservation. Our policies are designed to be fair while ensuring the best possible outcome for all parties. We value all feedback and will review any cancellation request, refund inquiry, or complaint in a professional and timely manner.

All responses to cancellation, refund, or compensation requests will be made in strict accordance with our Terms & Conditions as outlined here and in other official communications from PT AQUA NUSA LEMBONGAN.

BOOKING AND CANCELLATION POLICIES

These terms apply to all bookings made with PT AQUA NUSA LEMBONGAN unless otherwise stated in your confirmation. Additional terms may also be included in specific booking agreements. Once a booking is confirmed, guests accept full responsibility for their reservation, including any cancellation terms and costs.

Guests must review and understand their booking conditions, cancellation policies, and any applicable fees before finalizing their reservation. It is each guest’s responsibility to choose a rate that suits their needs, particularly if they require flexibility.

PT AQUA NUSA LEMBONGAN will not provide refunds or compensation for a change of mind, failure to plan accordingly, or any other reason outside of the agreed terms.

IDENTIFICATION REQUIREMENTS

All guests are required to provide passport identification upon check-in in line with Indonesian regulations. Failure to present valid identification may result in the cancellation of the booking with no refund.

REFUND POLICY AND ASSOCIATED FEES

Refunds, if approved, will be subject to fees and deductions, including but not limited to:

• Rp 750,000 processing fee, which will be deducted from all approved refunds.

• Any bank fees, international transfer charges, or intermediary fees (such as PayPal, credit card merchant fees, or online travel agent commissions) will be deducted from the refund amount.

• Refunds will be made only in Indonesian Rupiah (IDR) and will be calculated based on the amount received in our Indonesian bank account after currency conversions and intermediary fees. Due to exchange rate fluctuations and processing fees, the refund amount may be less than what was originally paid.

• Any commission owed to travel agents or third-party platforms will be deducted from the refund amount.

• Any cancellation fees imposed by PT AQUA NUSA LEMBONGAN or third-party service providers will be deducted before issuing a refund.

All refunds will be processed via bank transfer only, using the current currency rate quoted by our nominated bank. No cash refunds will be issued.

Refunds, if approved, will be processed within 45 days from the latter of either the booking date, check-in date, or the date the refund was agreed upon.

TRAVEL INSURANCE

We strongly recommend all guests purchase comprehensive travel insurance before confirming their booking. Travel insurance provides protection against unforeseen circumstances, including but not limited to:

• Travel bans, visa denials, and government regulations

• Flight cancellations, missed transfers, or schedule changes

• Natural disasters, pandemics, and force majeure events

• Medical emergencies, illness, or injury

PT AQUA NUSA LEMBONGAN is not responsible for any disruptions, cancellations, or financial losses caused by the above circumstances. It is solely the guest’s responsibility to obtain a policy that suits their needs and to understand the terms of their insurance coverage.

No refunds will be approved for cancellations due to weather conditions, acts of God, illness, political disruption, government regulatory changes, canceled flights or transfers, poorly planned travel arrangements, or missed check-in times. If your circumstances change unexpectedly, you may be able to file a claim with your travel insurance provider, depending on your policy.

CHECK-IN AND CHECK-OUT POLICIES

Guests must adhere to the check-in and check-out times specified in their booking confirmation. Early check-in and late check-out are subject to availability and may incur additional charges. Guests who fail to check out by the designated time without prior approval may be charged an additional night’s stay.

OCCUPANCY AND ADDITIONAL GUESTS

Each booking is limited to the number of guests stated in the reservation confirmation. Any additional guests must be disclosed at the time of booking and may be subject to additional charges. Unauthorized overnight guests will result in immediate cancellation of the booking without refund.

DAMAGE TO PROPERTY AND ASSOCIATED CHARGES

Guests are responsible for any damage, loss, or excessive cleaning required due to their stay. The cost of repairs or replacements will be charged to the guest’s registered payment method.

To cover the time, effort, organizing, transport, downtime to the business, and overall inconvenience caused, guests will be charged 150% of the total cost of repair or replacement. This surcharge ensures that PT AQUA NUSA LEMBONGAN is compensated for the additional operational disruptions caused by guest negligence.

If damages exceed the available security deposit or credit card limit, PT AQUA NUSA LEMBONGAN reserves the right to seek full compensation through legal means.

CURRENCY AND PAYMENT POLICY

PT AQUA NUSA LEMBONGAN only publishes rates in Indonesian Rupiah (IDR) in line with Indonesian regulations. Any prices displayed in other currencies are for indicative purposes only and subject to exchange rate fluctuations.

Guests who choose to pay in a foreign currency are responsible for any currency conversion costs and bank processing fees. PT AQUA NUSA LEMBONGAN is not responsible for any discrepancies arising from exchange rate fluctuations, credit card fees, or other financial charges applied by banks or third-party payment providers.

CONFIDENTIALITY AND REVIEWS

By engaging with PT AQUA NUSA LEMBONGAN, guests agree not to publish defamatory statements, negative reviews, or other public commentary that may harm the business. Any guest violating this policy forfeits any right to a refund or compensation and may be subject to legal action.

FINAL TERMS

All bookings are deemed confirmed under these terms and conditions once a reservation request has been submitted. PT AQUA NUSA LEMBONGAN reserves the right to cancel and refund bookings at its sole discretion without additional liability.

By booking with PT AQUA NUSA LEMBONGAN, guests acknowledge and accept these terms and conditions in full. PT AQUA NUSA LEMBONGAN reserves the right to update these terms as necessary.