1. About us
“Tour Pulau”, “we” and “us” means Tour Pulau, a tour organiser based in Bali, Indonesia. “You” means the person who makes the booking and everyone travelling in their group. Contact: hello@tourpulau.com.
2. How booking works
- You send a booking request on our website, by email or on WhatsApp. This is a request, not yet a confirmed booking, and you pay nothing at this stage.
- We check availability and send you a confirmation with the final price and payment details.
- Your booking is confirmed once we receive your deposit.
The person who books confirms they are at least 18 years old and accepts these terms for the whole group.
3. Prices
- Prices are per person in Indonesian rupiah (IDR) and depend on group size, travel dates and the options you choose (hotel class, airport transfer, pick-up area and extras).
- The price shown on the website is an estimate. The price in our written confirmation is the one that applies.
- Each trip page lists what is included and not included. Anything not listed as included — such as flights, visas, the Bali tourist levy, travel insurance, personal spending and tips — is not part of the price.
- Bank and card fees for international payments are paid by you.
4. Payment
- A 30% deposit, paid online through the secure payment link we send you (PayPal or card), confirms your booking. Your payment page is also your receipt.
- The balance is paid on arrival, in cash (IDR) or by bank transfer, before the trip starts.
- If the balance isn't paid on arrival, we may treat the booking as cancelled by you (see section 5).
5. If you cancel
Tell us in writing (email or WhatsApp). Refunds depend on how long before the trip starts we receive your cancellation:
| When you cancel | Refund of what you've paid |
|---|---|
| 14 days or more before | 100% |
| 7 – 13 days before | 50% |
| Less than 7 days before, or no-show | No refund |
Refunds are paid to the original payment method within 14 days, minus any bank transfer fees. Some suppliers — for example certain hotels in peak season, boats or event venues — have stricter rules; if so, we'll tell you before you pay.
Fewer people travelling than booked counts as a partial cancellation, and the price per person may change for the rest of the group.
6. Changes
- By you: ask us and we'll do our best. Changes may change the price. Moving your trip to new dates is treated as a cancellation and a new booking if it's less than 7 days before the trip.
- By us: timings are a guide. Traffic, weather, ceremonies, closures or safety can mean we change the order of stops, swap a stop for a similar one or adjust times on the day. If we have to make a major change before your trip, we'll offer you an alternative or a full refund.
7. If we cancel
If we have to cancel your trip, we'll offer you another date or a similar trip, or a full refund of what you've paid. If a trip can't go ahead because of events outside anyone's control — such as natural disasters, severe weather, volcanic activity, government restrictions or Nyepi (Bali's Day of Silence) — we'll help rearrange, and refund what our suppliers refund to us.
8. Hotels
When you choose a 3★ or 4★ hotel, we book one of our partner hotels in that class, depending on availability. The exact hotel is confirmed before your trip. Rooms are for two people unless agreed otherwise. Hotel rules (check-in times, deposits, damage) apply to your stay.
9. Pick-up
If you book a hotel with us, we collect you there. If not, you choose your pick-up area when booking, and some areas have an extra charge shown before you book. Please be ready at the pick-up time we send you; if you aren't, we may have to leave without you to keep the day on schedule, and no refund applies.
10. Your responsibilities
- Have a valid passport (at least six months), the right visa, the Bali tourist levy and any arrival forms.
- Take out travel insurance that covers medical costs and cancellation. We strongly recommend it.
- Tell us about any health condition, mobility need, allergy or diet that could affect your trip.
- Follow the guidance of your driver and guide, respect local customs (including dress codes at temples) and look after your belongings.
- Parents or guardians are responsible for children in the group at all times.
11. Activities and safety
Some activities — such as snorkelling, trekking, swings, rafting and quad biking — carry natural risks. They are run by licensed local operators, who may ask you to sign their own waiver. Take part only if you are fit and comfortable to do so.
12. Our responsibility
We take care to choose good suppliers and to run your trip well. We are not responsible for loss, injury or delay caused by you, by events outside our control, or by third parties we don't control, except where the law says otherwise. Our total liability to you is limited to the price you paid for the trip. Nothing in these terms limits liability that can't be limited by law.
13. Complaints
If something isn't right during your trip, tell your guide or message us straight away so we can fix it on the spot. After the trip, email hello@tourpulau.com within 30 days and we'll reply within 14 days.
14. Law
These terms are governed by the laws of the Republic of Indonesia. We'll always try to resolve any disagreement with you directly first.
See also our privacy policy and questions & answers.