TERMS & CONDITIONS
CANCELLATION & ITINERARY CHANGES
1. CANCELLATION & REFUND POLICY
By paying the deposit, you officially enter into a service contract with Bukit Lawang Sumatra Travel. This deposit secures your guides, accommodation, and transportation, as we lock these services exclusively for your scheduled dates.
- Cancellation ≥ 7 Days Before Arrival: If you cancel your booking 7 days or more before your arrival date, your deposit will be refunded.
Note: Transaction fees (approx. 10%) charged by payment providers (PayPal/Wise) are non-refundable and will be deducted from the total refund amount.
- Cancellation < 7 Days Before Arrival: If the cancellation is made within less than 7 days before arrival, the deposit is non-refundable.
Reason: This funds are used as compensation for our guides, drivers, and accommodation partners who have declined other work opportunities to honor your booking.
- Refund Method: All refunds will be processed via Wise.com or PayPal. We do not provide cash refunds.
2. ITINERARY CHANGES
We aim to provide maximum flexibility, but please understand that our team operates on an exclusive booking basis.
Activity Flexibility: You may change your chosen activities, but additional charges may apply if logistics, permits, or field teams have already been prepared.
Date Rescheduling: If you need to change your arrival date, we will do our best to accommodate the new schedule. However, if our team is already booked on the new dates, we will offer the best alternative solution, though availability cannot be guaranteed.
Notice Period for Changes: Any changes made less than 7 days before arrival may incur additional fees to cover the compensation for the team already assigned to your original schedule.
External Factors: Flight delays, cancellations, or other travel disruptions are the responsibility of the guest. We strongly recommend having Travel Insurance to cover unforeseen expenses.