1. Summary
We understand travel plans can change. This policy explains cancellation conditions and applicable refund amounts.
2. Passenger-initiated Cancellation
Refund amounts depend on when you cancel, counted from the scheduled departure:
- More than 48 hours before departure → 80% refund of ticket price
- 24–48 hours before departure → 50% refund
- 12–24 hours before departure → 25% refund
- Less than 12 hours or no-show → no refund
The difference from 100% covers admin fees, transaction costs, and operator compensation for the blocked seat.
3. Operator-initiated Cancellation
If the operator cancels the trip (bad weather, vessel issues, port authority restrictions):
- 100% refund to the original payment method, or
- Free reschedule to another departure (subject to availability)
4. Reschedule
- Free if requested at least 24 hours before departure, subject to availability
- Less than 24 hours: Rp 50,000/booking admin fee, subject to availability
- Passenger name change: free, latest 24 hours before departure
5. Harbour Tax
If you chose to pay Harbour Tax via the app and the operator cancels, the Harbour Tax is also refunded 100%. If you cancel yourself, Harbour Tax is refunded 100% as long as cancellation happens at least 12 hours before departure.
6. How to Request a Refund
- Contact us via WhatsApp +62 878 2177 5082
- Include your Booking Code and reason for cancellation
- We will confirm the refund amount within 24 hours
- Refund is processed within 3–7 business days to the original transfer account
7. Important Notes
- No refund for passengers who don't show up or check in late
- No refund for trips that have already started
- Bank transaction fees (if any) are at the customer's expense
- Group bookings (5+ pax) may have specific terms — please contact us
8. Disputes
For any refund disputes, we will work to resolve them amicably within 14 business days. If no agreement is reached, the matter follows our Terms of Service.
9. Contact
- WhatsApp: +62 878 2177 5082
- Operating hours: 07:00–22:00 WITA daily
Need help? Chat us on WhatsApp +62 878 2177 5082