At DMB Indonesia Tour, we understand that travel plans can change due to unforeseen circumstances. Therefore, we have established a transparent Luxury Tour Cancellation Policy to ensure fairness for both our discerning guests and our committed local partners. By booking a bespoke journey with us, you agree to the terms outlined below.

1. Scope of Policy

This policy applies to all confirmed bookings for our premium land tours (Bromo, Ijen, Tumpak Sewu) and nautical expeditions (Labuan Bajo). It covers both initial deposits and full payments, unless a specific written agreement states otherwise for private yacht charters .

2. Cancellation by Guest (Standard Premium Tours)

We aim to offer flexibility where possible. However, securing high-end accommodation and private transport requires upfront commitments. Consequently, the following refund tiers apply based on when we receive your written cancellation notice:

• More than 30 Days Before Departure: You are eligible for a 100% refund of the total amount paid. We will only deduct administrative fees and third-party transaction costs.
• 15 to 29 Days Before Departure: You are eligible for a 50% refund of the total payment. The remaining 50% covers cancellation fees for hotels, private transport, and reserved guide services.
• 8 to 14 Days Before Departure: You are eligible for a 20% refund. At this stage, 75% of the payment is retained to cover vendor commitments that cannot be recovered .
• 7 Days or Less (Including No-Show): Unfortunately, cancellations made within 7 days of departure, or failure to arrive at the meeting point, are non-refundable (0% refund).

3. Specific Policy for Private Yacht Charters (Labuan Bajo)

Due to the exclusive nature of private sailing vessels, our Luxury Tour Cancellation Policy for Labuan Bajo charters is stricter. Once a yacht is blocked for your private group, it cannot be resold easily.

• Non-Refundable Deposit: The initial deposit (typically 30-50%) for private yacht charters is generally non-refundable upon payment confirmation.
• High Season Regulations: For peak season bookings, cancellations made less than 45 days before departure may incur a 100% cancellation fee, depending on the specific vessel’s contract.

4. Rescheduling & Name Changes

• Rescheduling: Requests to change dates made more than 30 days prior to departure are subject to availability and may incur adjustment fees. Requests made within the cancellation penalty window will be treated as a new booking .
• Substitution: Transferring your booking to another person is often permitted without extra cost, provided the itinerary and accommodation requirements remain identical.

5. Cancellation by Operator & Force Majeure

• Operational Cancellation: In the rare event that DMB Indonesia Tour must cancel your trip due to operational reasons (e.g., vessel malfunction) and not due to natural disasters, you are entitled to a full 100% refund or a free reschedule.
• Force Majeure: We are not liable for cancellations caused by events beyond our control, such as volcanic eruptions (Bromo/Ijen activity), extreme weather, or government travel bans.
  • In these cases, a full refund is not guaranteed as it depends on third-party vendor policies. However, we will negotiate diligently to secure the best possible compensation or reschedule option for you.
• Guest Misconduct: We reserve the right to terminate services without refund if a guest compromises safety or violates the law.

6. Refund Process Mechanism

To process your refund efficiently under this Luxury Tour Cancellation Policy, please adhere to the following steps:

• Written Request: Submit your cancellation via our official email at contact@dmbindonesia.id or contacting customer serrvice. Please include your Invoice Number and reason for cancellation.
• Processing Time: Once approved, refunds take approximately 3 to 14 business days to process, excluding bank clearance times.
• Method: Funds will be returned via the original method of payment.
• Non-Refundable Costs: Please note that costs for flights, visas, and banking fees are strictly non-refundable.