Return and Refund Policy

This Return and Refund Policy applies to all transactions for tour services, vehicle rentals, and equipment on kemanalagi.com.

1Return Policy for Rented Vehicles & Equipment

This section applies specifically to vehicle rentals and physical tour equipment:

• On-Time Return: Vehicles or equipment (snorkeling gear, life jackets, tents, etc.) must be returned by the deadline and at the location stated in the rental agreement.
• Late Return (Overtime): Returns beyond the tolerance period incur an hourly late fee, or the full one (1) day rental rate if the maximum operational tolerance is exceeded.
• Physical Condition and Cleanliness: Vehicles/equipment must be returned in normal working condition, with a fuel level equivalent to the level at handover, and in a reasonably clean state. Removal of excessive dirt will incur a cleaning fee.
• Damage & Loss: Any damage caused by negligent use, or the loss of rented equipment, is fully the renter's responsibility, including the cost of repair or replacement at the item's full value.

2Cancellation and Refund Policy

This section governs refunds for tour and transportation bookings cancelled by the customer:

• Cancellation 14 Days or More Before: 50% of the down payment (DP) already paid will be refunded, after deducting administrative fees and/or non-refundable ticket/permit costs.
• Cancellation Between 13 and 7 Days Before: The down payment (DP) is forfeited. If full payment has already been made, 50% of the amount paid beyond the DP will be refunded.
• Cancellation Less Than 7 Days Before, or No-Show: All payments received (both the DP and final payment) are forfeited in full, as the vehicle/vessel schedule, cabin/room, area permits, and crew have already been fully allocated.

3Cancellations Due to Force Majeure

If a trip must be cancelled for safety reasons following an official bad-weather warning from the relevant authority (BMKG/Harbour Master) or an official closure of the tourist area:

• Rescheduling: The customer has the right to move the booking to a new date, subject to availability, at no extra cost.
• Refund Option: If rescheduling is not possible, funds will be refunded after deducting actual operational costs already incurred and non-recoverable from third-party vendors (e.g., official conservation area entry permits or third-party tickets).

4Refund Mechanism & Procedure

• Official Request: A refund request must be submitted in writing via KemanaLagi's official email, including the booking/invoice code, the original customer's identity, and the recipient's bank account number.
• Account Validity: The name on the destination bank account must exactly match the registered customer's name, for banking transaction security verification purposes.
• Processing Time: The administrative verification and disbursement process takes 7 to 14 business days from the date the submitted documents are fully verified.
• Bank Transaction Fees: All interbank transfer fees, clearing fees, or payment gateway administrative fees are borne by the party receiving the refund.