TERMS & CONDITIONS

1. SCOPE OF SERVICES

The Company provides the following services:

1. Private Trip Packages
2. Shared Tours
3. Transportation Services (Vehicle Rental with Driver)
4. Additional services as stated in written offers

Service details shall refer to the final confirmation document or official invoice issued by the Company. All services are subject to these Terms & Conditions.

2. BOOKING & PAYMENT

1. A booking is deemed valid once the customer has paid the required Deposit/Down Payment (DP) as stated in the final confirmation document.
2. Full payment must be made on the date of departure/pick-up before the service commences.
3. If full payment is not made within the specified time, the Company reserves the right to cancel the reservation and the deposit shall be forfeited.
4. Prices may change at any time prior to receipt of the deposit.
5. Payment shall be considered valid only after funds are received in the Company’s designated official bank account.
6. Once services have been provided or are in progress, customers are not permitted to initiate unilateral transaction reversals through banks or payment service providers. In the event of an unjustified chargeback, the customer remains responsible for the outstanding payment obligations and any administrative costs incurred.

3. CANCELLATION & REFUND POLICY

a. Cancellation by Customer

1. Cancellation 7 days prior to departure: deposit is non-refundable.
2. Cancellation more than 8 days prior to departure: deposit is refundable.
3. Refunds (if applicable) will be processed within a maximum of 7 working days.

b. Cancellation by the Company

The Company reserves the right to cancel the trip if:

1. The deposit has not been paid 7 days prior to departure;
2. The minimum quota for Shared Tour is not fulfilled;
3. Force majeure occurs;
4. Extreme weather conditions or destination closure by authorities.

Under such circumstances, customers may:

1. Reschedule without additional charge if the trip has not yet commenced (subject to availability);
2. Receive a refund in accordance with funds not yet paid to third parties and which are non-refundable.

4. RESCHEDULE

1. Schedule changes may be made up to a maximum of 7 days prior to departure.
2. Additional charges may apply in accordance with hotel/vendor policies.
3. Not all tickets or packages are eligible for rescheduling.

5. SHARED TOUR TERMS

1. Participants must follow the predetermined itinerary.
2. Participants must comply with the shared tour policies established by the Company.
3. Participants are responsible for safeguarding their personal belongings.
4. Requests for itinerary changes affecting other participants are not permitted.
5. Participants must comply with visit duration limits and follow guide instructions at each location.
6. Late participants may be left behind without refund.

6. MINIMUM PARTICIPANTS

1. Group departures are subject to the minimum number of participants as stated in the offer.
2. If the minimum number is not met, the Company reserves the right to:
   • Reschedule the departure; or
   • Offer a private trip option with price adjustment; or
   • Provide a refund as agreed.

7. PRIVATE TRIP TERMS

1. The itinerary shall follow what has been agreed upon and stated in the final confirmation document.
2. Any last-minute changes on the day of departure that extend duration or route will incur additional charges.

8. TRANSPORTATION SERVICE TERMS

1. Pricing is based on customer requirements and as stated in the final confirmation document.
2. Vehicle usage is limited to the agreed duration.
3. Late vehicle return is subject to overtime charges.
4. Use of the vehicle for illegal activities is prohibited.
5. Vehicle rental includes a driver.

9. GENERAL PARTICIPANT TERMS & COMPANY RIGHTS

1. Participants must maintain proper conduct, order, and respect toward fellow participants and the operational team.
2. Participants are prohibited from bringing unregistered individuals without written approval from the Company.
3. Participants are prohibited from transferring, sharing, or reselling travel facilities to third parties.
4. Participants are prohibited from engaging in actions that may cause financial, operational, or reputational harm to the Company.
5. In the event of violation, the Company reserves the right to:
   • Refuse further service;
   • Remove participants from the trip;
   • Deny refunds;
   • Claim additional costs or losses arising from such actions.
6. Any unlawful actions will be processed in accordance with applicable laws and regulations.

10. CUSTOMER RESPONSIBILITIES

1. Customers must ensure that travel documents (ID Card, Passport, Visa) remain valid.
2. Customers must arrive on time according to the agreed schedule.
3. Customers are fully responsible for their personal safety and belongings during the trip.
4. Customers must maintain proper conduct and refrain from damaging vehicles or property.
5. For international travel, customers are responsible for obtaining visas and additional required documents.
6. Any errors in provided data are the sole responsibility of the customer.
7. Any losses resulting from personal negligence are the responsibility of the customer.

11. COMPANY RESPONSIBILITIES

1. The Company is responsible for providing services in accordance with the agreed arrangements.
2. The Company shall not be liable for:
   • Weather changes;
   • Destination closure by management authorities;
   • Loss of personal belongings;
   • Accidents caused by participant negligence;
   • Events beyond the Company’s control.
3. The Company does not guarantee natural conditions or phenomena beyond human control, including but not limited to:
   • Visibility of natural phenomena (sunrise/sunset);
   • Wildlife appearances (including turtles, deer, and other animals);
   • Clear weather conditions or panoramic visibility;
   • Volcanic activity levels or other natural conditions.
4. In the event of any legal liability arising, the Company’s maximum liability shall be limited to the total amount paid by the customer for the services.
5. This limitation shall not apply in cases of proven intentional misconduct or gross negligence by the Company.

12. TRAVEL INSURANCE

1. Travel insurance is optional unless included in the package. If included, coverage shall follow the terms and conditions of the respective insurance provider. If not included, customers are advised to arrange their own insurance.
2. Insurance claims shall follow the respective insurance provider’s policy.

13. PERSONAL DATA PROTECTION & USE

1. For service implementation purposes, the Company may request and collect personal data including but not limited to full name, identification number (ID/Passport), date of birth, phone number, and other relevant information.
2. Such data shall be used solely for:
   • Hotel, transportation, and tour reservations;
   • Registration with destination authorities;
   • Administrative and operational travel purposes.
3. The Company may share necessary data with third parties (hotels, airlines, local operators, or relevant authorities) as required for service implementation.
4. The Company is committed to maintaining confidentiality and security of personal data in accordance with applicable laws and regulations.
5. Personal data shall not be used for purposes beyond operational needs without customer consent.

14. FORCE MAJEURE

Force majeure includes but is not limited to:

1. Natural disasters
2. Extreme weather
3. Volcanic eruptions
4. Landslides
5. Riots
6. Pandemics
7. Transportation disruptions

In such circumstances, the Company may reschedule, modify services, or provide partial refunds in accordance with amounts paid to third parties that are non-refundable.

15. ASSUMPTION OF RISK & RELEASE OF LIABILITY

1. Customers acknowledge that certain activities, including mountain trekking, descent into active crater areas (including Mount Ijen to view blue fire), night trekking, and other outdoor activities, involve higher levels of risk. Such risks may include:
   • Exposure to volcanic gases or sulfur;
   • Respiratory irritation;
   • Steep, rocky, slippery, or poorly lit terrain;
   • Risk of slipping, falling, or physical injury;
   • Fatigue, dehydration, or extreme physical conditions;
   • Sudden volcanic activity or area closure by authorities.
2. Customers understand that safety equipment and guide instructions aim to minimize risks but cannot eliminate them entirely.
3. Customers acknowledge that natural conditions and environmental factors cannot serve as grounds for cancellation, price reduction, compensation claims, or refund requests.
4. Customers voluntarily accept all risks arising from such natural factors and understand that specific phenomena (including sunrise, blue fire, turtle sightings, or wildlife appearances) cannot be guaranteed by the Company.
5. Customers hereby release and discharge Bromo Backpackers Tour & Transport from any claims, demands, damages, or legal liability arising from failure to achieve natural phenomena or environmental conditions as described above, provided that such matters are not caused by intentional misconduct or gross negligence of the Company.
6. This clause becomes effective upon payment and shall constitute valid agreement to these Terms & Conditions.

16. COMPLAINTS

Any complaints during the trip must be reported directly to the tour leader or Company representative.

17. DISPUTE RESOLUTION

1. Any disputes shall first be resolved amicably through mutual deliberation.
2. If no agreement is reached, disputes shall be resolved through the competent District Court under the Company’s legal domicile.

18. DOCUMENTATION

The Company reserves the right to use participant photos/videos for promotional purposes unless the participant submits written objection prior to departure. Such documentation shall not be used for unlawful purposes or in a manner detrimental to participants.

19. AGREEMENT

By making payment, the customer is deemed to have agreed to all Terms & Conditions of Bromo Backpackers Tour & Transport.