Frequently Asked Questions

Last Updated: 12 August 2025

These Terms & Conditions apply only to travelers (“Guests”) booking directly with Polow Indonesia for leisure, honeymoon, private, or small-group trips. They do not apply to travel agents, tour operators, or corporate incentive groups. If you are a travel industry partner, please refer to our Trade Booking Terms & Conditions.

1. Booking Process

1. All booking requests must be submitted via our website, email (Info@polowindonesia.com or Devit@polowindonesia.com), or through our official sales channels.
2. A booking is only confirmed once we receive:
   • A written booking confirmation from you, and
   • The required deposit payment.
3. Please provide accurate information (full names as per passport, travel dates, contact details, and any special requests) at the time of booking.

2. Prices & Payment

• Prices are quoted in USD and are subject to availability at the time of booking.
• Inclusions and exclusions will be detailed in your itinerary or invoice.
• Deposit:
  • 30% of the total trip cost is required to confirm the booking.
  • Certain services (e.g., flights, cruises, luxury resorts) may require higher deposits or full prepayment.
• Final Payment:
  • Due 45 days before your travel start date.
  • Bookings made within 45 days of departure require full payment at confirmation.

2.1 Late Payment Consequences

• Payments can be made by bank transfer, or other methods agreed upon in writing.
• If payment is not received by the due date stated on your invoice, Polow Indonesia reserves the right to:
  • Cancel your booking without refund of any payments already made.
    
  • Withhold any travel documents or confirmations until payment is completed.
    

3. Amendments

• Changes after booking confirmation are subject to availability and may incur additional charges.
• Significant changes (dates, destinations, accommodations) may be treated as cancellations and rebookings, with applicable fees.

4. Cancellation Policy

Unless otherwise specified in your itinerary or invoice, the following applies:

• More than 60 days before departure: Loss of deposit only.
• 45–59 days before departure: 50% of total trip cost.
• 30–44 days before departure: 75% of total trip cost.
• Less than 30 days before departure / No-show: 100% of total trip cost.

⚠ Certain services (e.g., flights, cruises, peak-season hotels) are 100% non-refundable once booked.

5. Force Majeure

We are not responsible for any failure or delay in performance caused by events beyond our control (e.g., natural disasters, pandemics, political unrest, government regulations).
In such cases, we will assist in rescheduling where possible, but standard cancellation fees apply unless suppliers waive them.

6. Travel Documents

• You are responsible for obtaining valid passports, visas, permits, and any other required travel documents.
• We are not liable for denied boarding, entry refusal, or travel delays caused by incomplete or incorrect documents.

7. Health & Fitness

• You are responsible for assessing your suitability for the trip. Certain tours may involve physical activities.
• Any medical conditions must be disclosed to us prior to booking.
• Vaccinations, medications, and other health requirements are your responsibility.

8. Content Ownership & Usage

• During your trip, Polow Indonesia may take photographs or videos of you and your travel experience for documentation and promotional purposes.
• By traveling with us, you grant Polow Indonesia the right to use such images in our marketing materials, website, social media, and other promotional platforms without further consent or payment.
• If you do not wish to appear in such content, please notify us in writing before your trip begins.

9. Travel Insurance

• Polow Indonesia does not provide travel insurance and is not responsible for any expenses related to medical treatment, hospitalization, lost luggage, trip interruptions, or delays.
• We strongly recommend purchasing comprehensive travel insurance covering health, accidents, cancellations, and other potential risks before your departure.

10. Our Liability

• We act as an agent for hotels, transport companies, tour operators, and other third-party suppliers. We are not liable for their acts or omissions.
• Our liability, if any, is limited to the amount paid to us for the affected service.

11. Complaints

• Any issues must be reported to our team or local representative immediately so we can resolve them.
• Complaints received after the trip will be reviewed but may be harder to address.

11. Governing Law

These Terms are governed by the laws of the Republic of Indonesia. Any disputes will be subject to the jurisdiction of the courts in Denpasar, Bali.

Cancellation Policy – Quick Reference

1. Deposit: Non-refundable.
2. >60 Days Before Travel: Loss of deposit only.
3. 45–59 Days: 50% of total trip cost.
4. 30–44 Days: 75% of total trip cost.
5. <30 Days / No-show: 100% of total trip cost.
6. Certain services are 100% non-refundable once booked.

Refunds (if applicable) are processed within 30 working days after written cancellation.