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Terms and conditions
Please read carefully our terms and conditions page, and extensive frequently asked questions (FAQ) section on our website prior to making any booking or enquiry with us. Our terms and conditions and FAQ pages contains nearly all of the answers that you may have regarding your booking, what to expect from our offering, our services and activities, and policies - including those around cancellation and refunds.
We understand that from time-to-time circumstances do change and experiences unfortunately may not meet expectation for one reason or another.
We are committed to ensuring that our guests have a clear understanding of our offerings and can make informed decisions about whether we are the right choice for them. To achieve this, we have invested significant efforts into creating comprehensive FAQs and thorough terms and conditions. Prior to making an inquiry or booking with us, it is your responsibility to carefully review these resources that we have made available. Our terms and conditions are designed to be fair to all parties and to ensure the optimal outcome in resolving the situation for the parties involved. We value any and all feedback made by our guests and will review any request for cancellation, refund, expression of dissatisfaction or otherwise in a professional, timely and confidential manner.
Please expect that we will respond in line with any terms and conditions expressed here or in other correspondence from us.
The policies contained in this page are the prevailing terms and conditions for all engagements made with us unless specifically stated otherwise in your booking. Additional terms and conditions may be included in your booking or expressed in your correspondence with us.
Please read any additional the terms and conditions attached to your booking carefully as well as our frequently asked questions page on our website.
Unfortunately we find that too many people do not conduct research on their travel destinations, or allocate time to review the resources provided to them, or fail to choose rates with flexibility that suits them or take out the appropriate insurance to cover themselves for unforeseen travel circumstances. We are too often asked to wear the burden of guests having a change in circumstance or for situations that are outside of our control. If you change your mind or you poorly plan your travels please do not ask us to wear the cost of your mistake. Please carefully plan your travels before placing your bookings.
If you would like to protect yourself from the unforeseen please take out a flexible booking rate and travel insurance that is appropriate to your circumstances prior to making reservations. There are a range of types of travel insurance that guests have the option of taking out to protect themselves and like all insurance, the coverage depends on the quality (and often price) of the plan which is a choice everyone has to make when travelling and deciding what unforeseen events they may want to protect themselves against. Read carefully and understand your booking terms and conditions and travel insurance terms and conditions. Please carefully understand your booking terms and travel insurance policy and what it does and does not cover and choose a policy that protects you from events you wish to be protected for. Some travel insurance policies are more comprehensive than other policies and will protect against force majeure, war, political disruption, travel bans and other more extreme events as well as have higher rates for compensation.
No refund will be approved for bookings, activities or reservations that are cancelled due to weather, acts of god, illness, force majeure, travel bans, political disruption, government or regulatory changes, visa applications, cancelled flights or transfers, poorly planned travel arrangements, or missed check-in times for any reason. Matters of this nature are your responsibility and in some instances you may be able to make a claim through your travel insurance provider depending on the policy that you choose.
Travel insurance is an insurance to protect you from various unforeseen events. It is your choice whether to take our travel insurance or not, and what policy you choose to take. Please do not expect us to wear the risk or burden of changes to your circumstances or situations that are outside of our control. If you take out travel insurance you should understand the terms and conditions of your travel insurance prior to making bookings and paying deposits.
It is your responsibility to ensure that your travel arrangements allow you sufficient time to arrive at our accommodation. Before booking your accommodation please check carefully your flight arrival and departure times, transits times, boat transfer times to and from Nusa Lembongan and allow yourself sufficient time to make it to our hotel accounting for any potential variables. Requests for cancellation or refund due any of the above reasons will be strictly applied in line with the cancellation policies of your reservation.
We are here to help you with your travel plans though we do not take responsibility for missed bookings if we make suggestions or referrals on transfer times or travel arrangements. It is the guests decision on which provider they choose and what times they travel.
No refunds will be made for any bookings, activities, or reservations for accommodation, tours or any other service once the service has commenced.
We operate on a strict cancellation policy and will honour the terms of your booking.
Bookings must be made in the name of the guest staying at the property. The guest checking in must match the booking name. Bookings are non-transferrable unless approved by us.
We are located at Desa Jungut Batu, Nusa Lembongan, 80772 Indonesia.
All quoted prices are subject to up to 5% service charge and 10% tax. Please see our service and tax policy for more information on how this is calculated. Visa and Mastercard will incur additional 3.5% processing fee. Online bookings may incur additional merchant fees, depending on the method of booking and the payment opted you.
All information and promotions on website are for indicative purposes only, may change without notice and may vary from what is offered in-house. Generally tax and service charges will be included in the quoted prices for accommodation. Food & beverage prices are generally quoted on menus excluding tax and service which is calculated when you finalise your bill. Please check your invoice and if in doubt, please ask prior to securing your booking or making an order.
We will often offer different rates with different cancellation policies so please choose the rate and terms that suit you and your situation as these are the terms that will be applied. Unless specifically outlined in your booking terms and conditions no refunds will be permitted for the cancellation, no-show or dissatisfaction of any booking including accommodation, restaurant and bar, tours and activities or otherwise.
In the event that we approve any refund to you (including for flexible bookings) any costs associated with the refund (bank fees, international transfer rates or otherwise) will be at your expense and deducted from the refund. We pay refunds in Indonesian Rupiah based on the amount of money that was received into our Indonesian bank account after currency conversions and intermediary fees - a refund may be less then what the guest paid depending upon currency fluctuations, bank transfer fees or merchant charges by credit card providers, online travel agents or intermediaries such as PayPal. Any fees to intermediaries are your responsibility. Any commission we owe to agents from a refund will be deducted from the refund. Any cancellation fees incurred by us or another supplier will be deducted from the refund amount. Any refunds will incur an additional Rp 750.000 processing fee that will be deducted from the refund. We do not accept responsibility for any foreign currency fluctuation if you are paying in a foreign currency.
All refunds are to be made to you via your nominated bank account. Refunds will be processed from our bank account, using the current currency rate quoted by our nominated bank. No refunds will be paid to you in cash. Our on-site staff are not able to process your requests for refund, cancellation or requests for compensation.
All requests for refunds and/or compensation or complaints must be made in writing via the form at the bottom of this page.
Requests for refunds, cancellations and complaints will be responded within 14-days from the day of the receipt of completed form. All complaints and requests for refunds must be made in English.
Any refunds that are approved are payable 45-days at the latter of either the date of the commencement of the booking, check-in or activity, or the date the matter is resolved and refund is agreed.
In the event that a credit is approved it is valid for 6-months (unless otherwise stated in writing by us) from the date the request for cancellation was made.
Complaints and expressions of dissatisfaction must be made within 7-days of the event otherwise any right to compensation is forfeited.
If you need to cancel your booking you must let us know as soon as reasonably practical of your need to cancel your booking otherwise any rights you may have to a refund may be forfeited.
In the event that we provide you with any refund or additional benefit (regardless of relativity) to your booking you accept that this is deemed as as a full and complete compensation to you arising out of or in connection with, or claims that theoretically could have been made by you.
Bookings made by you will be assumed as your acceptance of the booking and our terms and conditions upon submitting a booking request. From this point you will be liable for full payment of your booking in line with your booking terms and you accept our terms and conditions.
We reserve the right to cancel and refund your booking at any time without reason and at no additional liability or expense to us. This includes in situations where your accommodation may be double-booked, your room is not available, a tour guide cancels, you miss your booking, or a third-party service provider does not carry out a service.
Our price match guarantee is that we will match any advertised price you find prior to making your booking or within 2-hours of making your booking. Simply email us a screenshot of the best rate you find and we will match it. Direct bookings also receive additional benefits as advertised.
You must comply with any reasonable directive from our management and staff including the directions included in our in room guides which is available in your room. If you would like a copy of our in room guide prior to your booking then please ask us for a soft-copy.
In the event that you behave in a rude, intimidating, harassing, defamatory, threatening, bullying or demeaning manner towards our business or any of our staff you will immediately forfeit any right to any sort or refund or compensation.
In the event that you behave in a rude, intimidating, harassing, defamatory, threatening, bullying or demeaning manner towards our business or any of our staff we request the right to cancel any of your bookings with no compensation and we reserve the right to immediately have you removed from any of our properties and return any of our properties.
We reserve the right to terminate our relationship with you, cancel your reservations, remove you and your belongings from our property should you engage in any harmful or potential harmful behaviour towards our staff or patrons including: profanity, sexually explicit remarks or behaviour, hate speech, discrimination, threats, violence, personal attacks, promotion of illegal activities or politically sensitive comments.
In the event that there is damage caused to our property or the property of a third party service provider by you authorise us deduct the cost or repair or replacement directly from your credit card or from your deposit at our discretion. If we cannot collect funds through these means then we are entitled to pursue you through legal means and you may be reported to the relevant authorities.
In the event that you leave the property without paying your bill in full or have outstanding payables to us or a third party service provider you authorise us to deduct the amount of your outstanding payables directly from your credit card or from your deposit at our discretion. This may include but is not limited to outstanding payments for accommodation, minibar, restaurant, refuelling, payment to tour guides or other services agreed by you. If we cannot collect funds through these means then we are entitled to pursue you through legal means and you may be reported to the relevant authorities.
Through engaging with us in any commercial activity you agree to our terms of confidentiality and you agree not engage in any activity, public commentary, publish reviews, discuss on forums or blogs, or make any defamatory comment that may be deemed to negatively impact on our business in any way.
Through breaching any of our terms of confidentiality you immediately forfeit any right to any sort of refund or compensation. Any benefit offered may be retracted and any damage whether actual or potential caused through breaching our terms of confidentiality may lead you as liable to damages and compensation from us.
In the event that a refund or benefit is provided to you as result of any expression of dissatisfaction or otherwise you agree not to disclose those details in any activity, public commentary, reviews, discussion on forums or blogs, or defamatory activity that may be deemed to negatively impact on our business. If any such details are disclosed you authorise us to act on your behalf in removing those publications. We will also seek damages where appropriate.
We reserve the unlimited right to have you to remove or cease any activity that may be deemed to potentially negatively impact our business activities and operations. Through engaging with our business you provide us with your authority to act on your behalf in having removed or revised from any forum or public place (physical or online) any expression made by you about our business or its activities.
In the circumstance where you breach these terms we reserve the right to seek damages and compensation from you or any third party who facilitates such information for any perceived, actual or potential, past, current or future, damage that may be caused to us by way of: damage to our reputation; or damage to our business; or damage to our revenue; or damage to our profitability; or or damage any other commercial activities we are engaged in.
In the event that any term, paragraph, sentence or clause in these terms and conditions is not deemed to be legal or permissible that will not effect the remainder of the terms, paragraphs, sentences or clauses in these terms and conditions.
We accept no responsibility or liability for the satisfaction or safety of services or tours that are organised by us and carried out by a third party. This may include and is not limited to boat transfers, shuttle transfers, rentals or tour activities. We will not provide refund for any service or tour that is organised by us due to issues surrounding satisfaction, safety, cancellation or otherwise. In the circumstance that we organise a service for you and act as an intermediary you are welcome to express your complaints directly with that service provider and you may seek compensation directly with that service provider subject to their own terms and conditions of service.
We accept no responsibility or liability in the event you are injured or harmed in any way whilst participating in any activity or service that has been organised by us including activities coordinated by us and carried out by a third party service provider.
We accept no liability for any damage to you or damage, loss or theft of your property whilst on our property or whilst on an activity organised or coordinated us.
As an Indonesian business we only quote rates in Indonesian Rupiah. Any rates quoted in rates other than Indonesian Rupiah are estimates only. Currency conversions are out of our control.
You can choose to pay us via cash, credit card, PayPal or direct bank transfer. We will quote you our rates in IDR. It is your responsibility to ensure that the correct amount of money is received by us. Any charges incurred as processing fees or currency conversions are your responsibility.
The terms "we" and "us" and "our" are used to define, PT Aqua Nusa Lembongan, Aqua Nusa, Ohana's, it's directors, shareholders, affiliate businesses and operations and personnel who may be under the employment of the company.
The terms "you" and "your" are used to define the person or persons who have engaged with "us" for any service as either the primary person for the booking or any party associated with the person named as making that booking.