By making a booking, payment, reservation request, or using the services provided by Lembongan Trips, you confirm that you have read, understood, and agreed to the following Terms and Conditions.
All bookings are subject to availability.
A booking is considered confirmed only after Lembongan Trips receives the required payment or deposit and sends a booking confirmation through WhatsApp, email, or another official communication channel.
Guests are responsible for providing correct booking information, including full name, phone number, hotel location, travel date, number of participants, and selected package or boat route.
Lembongan Trips is not responsible for delays, missed services, or additional costs caused by incorrect guest information.
Payment may be made through bank transfer, online payment link, payment gateway, cash in Indonesian Rupiah, or another payment method approved by Lembongan Trips.
For certain packages, private charters, fast boat tickets, or high-demand travel dates, full payment or a deposit may be required before confirmation.
Any remaining balance must be paid according to the payment instruction provided by Lembongan Trips.
All transaction fees, bank charges, payment gateway fees, foreign exchange charges, or card issuer charges are the responsibility of the guest unless otherwise stated.
A booking made by one person on behalf of other participants is considered as acceptance of these Terms and Conditions for all participants in the booking.
All prices are stated in Indonesian Rupiah unless otherwise specified.
Prices may vary based on travel date, number of participants, route, selected package, pick-up location, hotel area, private service request, or operational conditions.
The inclusions for each package are listed on the relevant product or booking page. Any service not specifically listed as included will be treated as excluded.
Additional charges may apply for hotel transfers outside the stated service areas, optional entrance fees, private requests, extra luggage, meals, extended charter duration, or other additional services.
Unless a different cancellation policy is stated for a specific product, the following policy applies:
| Cancellation Time | Cancellation Charge |
|---|---|
| More than 7 days before departure | 10% of total booking value |
| 7 days before departure | 25% of total booking value |
| 24 hours before departure | 50% of total booking value |
| Less than 24 hours before departure or no-show | 100% of total booking value |
Cancellation requests must be submitted through Lembongan Trips’ official WhatsApp number or email.
Refunds, if applicable, will be processed through the original payment method where possible. Bank fees, payment gateway fees, exchange-rate differences, or other third-party transaction charges may be deducted from the refundable amount.
Guests may request to reschedule a booking, subject to availability.
Rescheduling requests should be made at least 24 hours before the scheduled departure time.
Requests made less than 24 hours before departure may be treated as a cancellation and may be subject to the applicable cancellation charge.
Rescheduled bookings may be subject to updated pricing, seasonal rates, or additional charges if the new date has different operational costs.
All boat transfers, snorkeling activities, island tours, and marine activities are subject to weather, sea conditions, harbour conditions, local authority instructions, and safety requirements.
Lembongan Trips may change the departure time, boat operator, route, snorkeling spot, tour sequence, destination, or activity arrangement when necessary for safety or operational reasons.
Where possible, an alternative route, activity, date, or service will be offered.
Guests understand that weather-related changes do not automatically qualify for a full refund when a safe alternative service, route, or rescheduling option is available.
If Lembongan Trips cancels a service completely due to unsafe conditions and no suitable alternative or rescheduling option is available, the refund process will be handled based on the unused portion of the confirmed service.
Fast boat departure and arrival times are estimates and may change due to weather, sea conditions, harbour traffic, passenger handling, local regulations, or operational requirements.
Guests must arrive at the assigned meeting point or harbour before the stated check-in time. Guests who arrive late and miss the boat are considered a no-show and are not entitled to a refund.
Fast boat operators may change vessels, departure times, harbour locations, or transfer arrangements without prior notice when required for safety or operations.
Lembongan Trips acts as a booking provider for selected fast boat services. Any operational issue caused directly by the boat operator, harbour authority, weather, or sea conditions will be handled in coordination with the relevant operator.
Manta ray sightings, marine wildlife sightings, water visibility, coral condition, currents, and sea conditions cannot be guaranteed.
Manta rays and other marine animals are wild animals in their natural habitat. The absence of manta rays or other wildlife does not qualify for a refund.
Snorkeling locations may be changed to alternative spots such as Toyapakeh Wall, Gamat Bay, Crystal Bay, Mangrove Point, or other safe locations depending on conditions.
Guests must follow all safety instructions given by the captain, guide, driver, or Lembongan Trips team.
Non-swimmers, beginners, elderly guests, children, and guests with limited confidence in water may join selected snorkeling activities with appropriate safety equipment and guide assistance. However, participation remains subject to the guide’s safety assessment.
Guests must inform Lembongan Trips before booking if they have medical conditions, mobility limitations, recent injuries, pregnancy, severe allergies, heart conditions, respiratory conditions, or any condition that may affect participation.
Guests are responsible for their own personal belongings, travel documents, valuables, phones, cameras, and cash.
Lembongan Trips is not responsible for loss, theft, damage, or water damage to personal belongings during transfers, boat trips, snorkeling activities, tours, or hotel pick-up and drop-off services.
Guests must behave respectfully toward local communities, staff, boat crews, drivers, guides, other travelers, and the natural environment.
Lembongan Trips may refuse participation or remove a guest from an activity if the guest is intoxicated, unsafe, abusive, disruptive, ignores safety instructions, or creates risk for themselves or others. No refund will be provided in such cases.
Guests must ensure that they are physically fit to participate in the selected activity.
Certain destinations may include stairs, cliffs, uneven pathways, steep walking routes, beach access, boat boarding, or water activities. Guests should consider their own physical condition before booking.
Parents or legal guardians are responsible for the safety and supervision of children under their care.
Lembongan Trips may recommend that a guest does not participate in a particular activity if it is considered unsafe due to health, weather, sea conditions, age, mobility, or other safety concerns.
Some packages may include limited insurance coverage as stated in the package details.
Any included insurance is subject to the policy terms, exclusions, claim procedure, and approval of the relevant insurance provider.
Guests are strongly advised to arrange their own personal travel insurance, medical insurance, accident insurance, and coverage for cancellations, delays, lost belongings, and emergency evacuation.
Lembongan Trips does not guarantee that any included insurance will cover all personal losses, medical costs, cancellations, or travel disruptions.
Photos and videos may be taken during tours, snorkeling trips, boat transfers, or other activities.
GoPro photos or videos, where included, are provided as complimentary documentation and may be affected by weather, water conditions, equipment issues, visibility, battery condition, or operational limitations.
Lembongan Trips does not guarantee a specific number, quality, angle, or delivery time of complimentary photos and videos.
Unless guests notify the team in writing before the trip, Lembongan Trips may use non-sensitive photos or videos from activities for website, social media, promotional, or marketing purposes.
Lembongan Trips will take reasonable care to provide the booked services safely and professionally.
However, Lembongan Trips is not liable for losses, delays, changes, injuries, damages, missed connections, or extra expenses caused by weather, sea conditions, natural events, traffic, harbour operations, government restrictions, third-party suppliers, boat operators, guest negligence, personal health conditions, or circumstances beyond reasonable control.
Guests participate in tours, boat transfers, snorkeling activities, and island activities at their own risk and must follow all safety instructions.
Nothing in these Terms and Conditions is intended to exclude rights that cannot legally be excluded under applicable consumer protection laws.
Before submitting a chargeback, payment dispute, or claim through a bank, card issuer, or payment gateway, guests must contact Lembongan Trips directly and allow reasonable time to investigate and resolve the issue.
A chargeback may be disputed by Lembongan Trips using booking confirmation records, payment records, WhatsApp or email communication, guest acceptance of these Terms and Conditions, attendance records, service delivery records, photos, boat manifests, signed forms, or other relevant evidence.
Guests are not entitled to initiate a chargeback simply because weather, sea conditions, wildlife sightings, travel schedules, destination order, or operational arrangements changed in accordance with these Terms and Conditions.
Fraudulent or unjustified payment disputes may be reported to the relevant payment provider or authority.
Lembongan Trips may collect personal information needed to process bookings, arrange transport, communicate with guests, provide services, and comply with operational or legal requirements.
Personal data may include name, phone number, email address, hotel information, booking details, passport or identification details where required, and payment-related information.
Guest information will be handled for legitimate booking and service purposes. Indonesia’s Personal Data Protection Law regulates the processing of personal data, so the website should also include a separate Privacy Policy.
These Terms and Conditions are governed by the laws applicable in Indonesia.
Any dispute should first be resolved through good-faith communication between the guest and Lembongan Trips.
If a dispute cannot be resolved directly, it may be handled through the relevant legal process or authority under applicable Indonesian law.
