Plans change. We try to be fair when they do. This policy explains what happens if you cancel a tour, what happens if we have to cancel, and how refunds are processed.
If you need to change a booking, contact us as soon as you can: info@labuanbajotourism.com or WhatsApp +62 813 9937 783.
If you cancel
How much we can refund depends on how far ahead of your trip you cancel: - More than 30 days before departure: 90 percent refund (we keep a 10 percent administrative fee) - 15 to 30 days before: 50 percent refund - 7 to 14 days before: 25 percent refund - Less than 7 days before, or no-show: no refund
Date changes within the same season are usually free if requested more than fourteen days before departure, subject to availability.
If we cancel
If we have to cancel your tour for any reason that is on us (operational issues, partner unavailability that we cannot replace), you get a full refund or the option to reschedule at no cost. You choose which.
Weather and Komodo National Park closures
Bad weather and sudden Komodo National Park closures happen, especially in monsoon months (January to March). When that affects your trip, we work with you to: - Reschedule to a date that works for you, at no extra cost, or - Modify the itinerary to safe alternative islands, or - Refund the unused portion, minus non-recoverable costs (KNP permits already issued, fuel paid to partner boats, deposits paid to islands or homestays)
We will explain the options in writing and you choose.
Non-refundable costs
Some costs are paid by us upfront to third parties and cannot be recovered. These include: - Komodo National Park entrance and conservation fees (typically paid on arrival, but if pre-purchased they are non-refundable) - Permits paid to local authorities - Deposits already transferred to partner boat operators or homestays - Bank or payment processor fees
We will itemise these for you when calculating any partial refund.
How refunds are paid
Refunds go back to the original payment method whenever possible. Bank transfers take seven to fourteen business days. Credit card refunds depend on your card issuer (usually five to ten business days).
For international bank transfers, the recipient bank may charge a small fee that is deducted from the refund.
How to request a refund
Email info@labuanbajotourism.com with: - Your booking reference - Tour name and date - Reason for cancellation
Or message us on WhatsApp at +62 813 9937 783. We confirm the refund amount in writing within two business days and process the payment within fourteen business days of confirmation.