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Terms and Conditions

1. General Terms

  1. Lombok DMC is a destination management company providing travel services in Lombok, Bali, and Labuan Bajo, including tours, transportation, accommodation booking, group handling, and ground operations.
  2. By making a booking with Lombok DMC, customers are deemed to have read, understood, and agreed to these Terms & Conditions.
  3. Official communication and confirmation are conducted through email, WhatsApp Business, or Lombok DMC’s booking system.

2. Booking & Payment Policy

  1. All reservations must be made in writing via email or official WhatsApp.
  2. A booking is considered confirmed once the deposit has been received.
  3. Payment terms:
    • 30–50% deposit upon confirmation (depending on type of service).
    • Full payment required 7 days before the tour date.
    • For last-minute bookings (<72 hours), 100% payment is required.
  4. Payments can be made via bank transfer, payment gateway, or other official channels provided by Lombok DMC.
  5. Prices may change at any time before the deposit is made.

3. Cancellation & Refund Policy

A. Cancellation by Customer

  1. Cancellations must be submitted in writing.
  2. Refund terms:
    • ≥30 days before tour: 70% refund
    • 15–29 days before tour: 50% refund
    • 7–14 days before tour: 25% refund
    • <7 days before tour: No refund
  3. Refund for hotels, flights, fast boats, and third-party activities will follow each vendor’s policy.
  4. A 10% administrative fee applies to all refunds.

B. Cancellation by Lombok DMC

  1. Lombok DMC reserves the right to cancel services due to:
    • Force majeure (natural disasters, extreme weather, earthquakes, floods, pandemic, riots, etc.).
    • Operational issues beyond our control.
  2. Lombok DMC will offer:
    • Rescheduling, or
    • Refund of unused services (non-refundable vendor fees will apply accordingly).

4. Amendments / Schedule Changes

  1. Any request to change the schedule or services is subject to availability.
  2. Amendments made <72 hours before service date may incur additional charges.
  3. Changes involving third-party services must follow the vendor’s policy.

5. Travel Documents & Customer Responsibility

  1. Customers are responsible for ensuring all travel documents (ID, passport, visa, tickets) are valid.
  2. Lombok DMC is not responsible for failure to travel due to incomplete documents, personal delays, or personal issues.

6. Transportation & Tour Operation

  1. Vehicles used will be based on the number of participants and Lombok DMC operational standards.
  2. Pick-up and drop-off follow the agreed itinerary.
  3. For customer delays:
    • Grace period: 15 minutes at each meeting point.
    • Beyond this, the itinerary may be adjusted and additional charges may apply.

7. Travel Insurance

  1. Lombok DMC does not provide travel insurance unless clearly stated in the package.
  2. Customers are advised to have their own travel insurance.

8. Liability & Limitations

  1. Lombok DMC is not liable for:
    • Loss of personal items.
    • Injuries, accidents, or losses caused by customer negligence or behavior.
    • Sudden closure of attractions or government regulation changes.
  2. Lombok DMC’s liability is limited only to services directly provided by our operational team.

9. Third-Party Services

  1. Services such as hotels, fast boats, water sports, diving, and attraction tickets are operated by third-party vendors.
  2. Lombok DMC acts as a booking agent and follows each vendor’s policies.
  3. Lombok DMC will assist with complaints or claims in a professional manner.

10. Group Handling (FIT/Group/MICE)

  1. Group bookings require a minimum 50% deposit.
  2. Rooming list must be submitted 21 days before arrival.
  3. A ±10% adjustment in participant numbers is allowed until 14 days before arrival.
  4. Changes within 7 days before arrival will be considered no-show and charged in full.

11. Photos & Video Usage

  1. Lombok DMC may use photos or videos taken during the tour for promotional purposes unless the customer submits a written objection.

12. Governing Law

These Terms & Conditions are governed by the laws of the Republic of Indonesia.
Any dispute will be resolved through mutual discussion. If no agreement is reached, the matter will be handled under the jurisdiction of Lombok, West Nusa Tenggara.