Terms of Service

1.1 Inquiry vs. Confirmed Booking: Submitting an itinerary request, tour inquiry, or contacting our concierge via WhatsApp does not constitute a guaranteed reservation. A booking is only legally confirmed once Bali Samala Tour issues an official Booking Reference Code and an accompanying E-Voucher.

1.2 Verification: Bali Samala Tour reserves the right to review vehicle and local guide availability prior to dispatch confirmation. In the rare event that a requested vehicle category or activity slot is unavailable, we will promptly propose an equivalent or higher alternative before formalizing your booking.

2.1 Currency & Clear Inclusions: All quoted prices are calculated and charged in Indonesian Rupiah (IDR). Foreign currency displays are indicative estimates based on current bank exchange rates. Unless explicitly noted otherwise, our private day packages include a private air-conditioned vehicle, dedicated tourism driver, fuel, parking, and toll fees.

2.2 Payment Options: Guests may settle payments securely via our certified gateway (Midtrans Snap: QRIS, Credit Card, Bank Virtual Account) or select the Pay on Arrival (Bayar di Supir) option. For Pay on Arrival bookings, full settlement must be handed directly to your assigned driver at the start of day one service.

2.3 Exclusions: Personal expenses, meals outside the stated itinerary, souvenir shopping, alcoholic beverages, and discretionary tips for drivers/guides are not included in package rates.

4.1 Free Date Changes: Rescheduling requests made at least 24 hours prior to departure are accommodated free of charge, subject to vehicle availability and partner operator capacity.

4.2 Passenger Count Amendments: If your travel party size changes, package pricing will be adjusted according to the appropriate fleet category (e.g., upgrading from Avanza to Innova Reborn or Toyota HiAce).

5.1 Meeting Point & Readiness: Guests must be present at their designated hotel reception or villa lobby 10 minutes prior to the scheduled pickup time. Clear location pins or room numbers assist timely dispatch.

5.2 Grace Period (30 Minutes): Our driver will wait up to a maximum of 30 minutes past the agreed pickup hour. During this window, our dispatch concierge will attempt to contact you via phone, WhatsApp, and front desk notification.

5.3 Unreachable Guests: If a guest fails to appear and remains unreachable after 30 minutes, the trip is classified as a No-Show. The allocated vehicle must depart to honor downstream schedules, and payments made are non-refundable.

6.1 Local Ceremonies & Cultural Priority: Balinese religious processions (such as Melasti sea purifications, temple piodalan ceremonies, and cremation rites) take road priority by customary law. Unannounced road diversions or village access controls may occur.

6.2 Professional Route Adaptations: When unforeseen congestion, severe weather, or local temple restrictions impede a planned stop, your professional driver will recommend safe, equivalent alternative attractions in consultation with you.

7.1 Cultural Respect: Visitors must respect local sacred sites. Traditional sarongs and waist sashes are required when entering holy Balinese temple grounds (often provided on site or included in our tour kit).

7.2 In-Vehicle Conduct: All Bali Samala vehicles are strictly non-smoking (including e-cigarettes/vapes). Consumption of pungent food (e.g., durian) inside the car is prohibited.

7.3 Zero Tolerance on Illicit Substances: Under Indonesian law (Undang-Undang Narkotika), possession of illegal drugs carries severe criminal penalties. Bali Samala Tour maintains strict zero tolerance and will instantly terminate services without refund if illegal substances are present.

8.1 Service Coordination: We carefully vet and coordinate licensed local drivers, accredited mountain guides, and reputable outdoor adventure operators to ensure high safety standards and memorable guest experiences.

8.2 Independent Operational Rules: Third-party activity providers maintain their own site rules, age limits, and safety briefings which guests are required to adhere to during the activity.

9.1 Physical Participation: By participating in physical adventure excursions (ATV quad biking, white water rafting, sunrise volcano jeep tours), guests acknowledge the inherent risks associated with rugged terrain and natural waterways.

9.2 Health Restrictions: Pregnant travelers, individuals with severe heart conditions, recent surgeries, or acute spinal/back injuries are strictly advised against high-impact adventure activities.

9.3 Marine Safety: Water activities and fast boat transfers to Nusa Penida are governed by the Indonesian Port Authority (Syahbandar). If high ocean swells prompt harbor closures, activities will be rescheduled or refunded accordingly.

10.1 Not an Insurance Policy: Unless explicitly itemized on specific adventure operator vouchers (e.g., standard operator third-party accident coverage included in ATV/rafting tickets), Bali Samala Tour packages do not provide comprehensive medical or personal loss travel insurance.

10.2 Self-Arranged Coverage: Guests are strongly encouraged to procure adequate international or domestic travel insurance covering emergency medical expenses, personal injury, trip interruptions, and baggage loss prior to visiting Bali.

11.1 Definition: Force Majeure events include acts of God, volcanic ash clouds (e.g., Mount Agung or Lewotobi flight disruptions), severe seismic events, sudden flash flooding, epidemics, civil unrest, and island-wide cultural shutdown days such as Hari Raya Nyepi (Balinese Day of Silence, during which all transit and outdoor operations cease across Bali by provincial decree).

11.2 Fair Resolution: In the event of Force Majeure cancellations, Bali Samala Tour will prioritize rescheduling your itinerary without penalty or refunding advance payments for unrendered services, minus any non-recoverable third-party vendor charges.

12.1 Personal Belongings: Guests remain solely responsible for the safekeeping of their personal luggage, passports, cameras, wallets, and mobile phones. Neither Bali Samala Tour nor our drivers shall be liable for items left behind or damaged on tour.

12.2 Immediate In-Tour Resolution: If any aspect of your transport or guide service does not meet expectations, notify our Concierge team immediately during the tour. Resolving issues in real-time ensures you enjoy a seamless holiday experience.

12.3 Governing Law: These terms are governed and construed in accordance with the laws of the Republic of Indonesia. Any disputes shall be resolved primarily through amicable mutual consultation in Bali.