Refund & Cancellation Policy

We keep our cancellation policy simple and fair. You can cancel by WhatsApp or email using your order number. The refund amount depends on when you cancel, using the 5:00 PM (Bali time / WITA) cutoff on the day before your trip.

• If the mountain is officially closed (storm, heavy rain warning, volcanic activity, government announcement), you choose: 100% refund or free reschedule — regardless of the time you cancel.
• Light rain does not close the mountain; treks proceed normally. If you cancel for that reason, the standard tiers above apply.

You may reschedule your trip once, free of charge, until 5:00 PM the day before your trip, subject to availability.

After 5:00 PM, a reschedule is treated as a cancellation plus a new booking — meaning the original booking follows the 50% refund tier, and the new booking is priced at current rates.

• Request via WhatsApp (+62 812-3973-5536) or email with your order number.
• Approved refunds are returned to the original payment method.
• Processing time: 3–7 working days after approval (depending on your bank).

Hot spring add-ons and hotel pickup fees follow the same refund tiers as the main package. Unused add-ons on the day (e.g., you skip the hot spring by choice) are not refundable.

We may update this policy as our services evolve. The “last updated” date at the top always reflects the current version. Need to cancel or reschedule? Include your order number (e.g., #43) so we can process it quickly:

• 📱 +62 812-3973-5536 (WhatsApp, 24/7) — fastest
• 📧 admin@mountbaturtrekkingsunrise.com
• 📍 PT Bali Ventur Tour — Tejakula, Buleleng, Bali, Indonesia