Ugi

​​Last Updated: 12 August 2025

These Terms & Conditions apply exclusively to registered travel agents, tour operators, event planners, and corporate clients (“Partners”) working with Polow Indonesia. They do not apply to travelers booking directly with us. If you are an individual guest or group booking directly, please refer to our Guest Booking Terms & Conditions

1. Definitions

• “Services”: All travel arrangements, including but not limited to accommodation, transport, tours, activities, guides, and event arrangements provided by us.
• “Booking”: A confirmed request for Services submitted by the Partner.
• “Guest(s)”: End clients traveling under the Partner’s booking.

2. Booking Process

1. All booking requests must be sent via email to info@polowindonesia.com and/or Devit@polowindonesia.com or through an agreed booking platform.
2. Bookings are not confirmed until a written confirmation is issued by Polow Indonesia and the initial deposit is received.
3. It is the Partner’s responsibility to provide accurate and complete information for all Guests, including full names, travel dates, passport details, and special requirements.

3. Rates & Payment Terms

• All rates are net unless otherwise agreed in writing.
• Rates are subject to change without notice until the booking is confirmed.
• Payment must be made in USD by bank transfer or another agreed method.
• Deposit:
  • 30% non-refundable deposit is required to confirm the booking.
  • Certain suppliers (e.g., luxury resorts, special event venues) may require a higher deposit or full prepayment at the time of booking.
• Final Payment:
  • Due 45 days prior to the start date of services.
  • For bookings made within 45 days, full payment is required at confirmation.
• Failure to pay on time may result in automatic cancellation with applicable fees.

3.1 Late Payment Consequences

• If payment is not received by the due date stated on the invoice, Polow Indonesia reserves the right to:
  1. Suspend or cancel the booking without further notice.
     
  2. Recover any collection costs, including legal fees, incurred in recovering the debt.
     

4. Amendments

• Amendments requested after confirmation are subject to availability and may incur additional charges.
• Name changes may be treated as cancellations depending on supplier policy.

5. Cancellation Policy

Unless otherwise stated in the confirmed itinerary or supplier terms, the following applies:

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

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

6. Force Majeure

Polow Indonesia is not liable for delays, changes, or cancellations caused by events beyond our control, including but not limited to natural disasters, pandemics, political unrest, or government regulations. In such cases, we will assist in rescheduling where possible, but standard cancellation fees apply unless suppliers waive them.

7. Partner Responsibilities

• The Partner is responsible for communicating these Terms to their clients.
• The Partner must ensure all Guests meet visa, health, and travel requirements for Indonesia and other destinations in their itinerary.
• Any special requests (dietary, medical, room preferences) must be submitted in writing at the time of booking.

7.1 Content Ownership & Usage

• During the trip, Polow Indonesia may take photos or videos of Guests and travel activities for quality control, documentation, and promotional purposes.
• By booking with us, the Partner confirms that they have obtained the necessary consent from Guests for such content to be used by Polow Indonesia in marketing materials, social media, website, and other promotional platforms without payment or further approval.
• If a Guest or Partner wishes to opt out of this usage, they must inform us in writing before the start of the trip.

8. Travel Insurance

• Polow Indonesia does not provide travel insurance and is not responsible for any costs related to medical treatment, hospitalization, loss of baggage, trip interruption, delays, or any other incidents.
• It is the Partner’s responsibility to ensure Guests purchase comprehensive travel insurance covering health, accidents, cancellations, and other potential risks prior to travel.

9. No Poaching & Non-Circumvention

• The Partner agrees not to solicit, contract, or attempt to work directly with any Polow Indonesia suppliers, service providers, or clients introduced by Polow Indonesia for a period of 24 months after the last booking date, without prior written consent.
• Any breach of this clause will entitle Polow Indonesia to claim liquidated damages equivalent to the estimated value of the lost business.

10. Liability

• Polow Indonesia acts as an agent for third-party suppliers and is not liable for loss, damage, injury, or death resulting from their acts or omissions.
• Our liability is limited to the total value of the booking paid to us by the Partner.

11. Governing Law & Dispute Resolution

• These Terms are governed by the laws of the Republic of Indonesia.
• Any disputes shall be settled amicably; failing which, they will be subject to the jurisdiction of the courts in Denpasar, Bali.

Cancellation Policy – Summary for Travel Agents & Corporate Partners 

1. Deposit: Non-refundable.
2. >60 Days: Loss of deposit only.
3. 45–59 Days: 50% of total cost.
4. 30–44 Days: 75% of total cost.
5. <30 Days / No Show: 100% of total cost.
6. Some services are 100% non-refundable at booking.
7. Refunds (if applicable) will be processed within 30 working days after written cancellation.