This policy applies to all tours booked directly through Angga’s Hidden Bali via our website, email, WhatsApp or custom payment links.
All times and dates are based on Bali time (WITA / GMT+8).
1. Booking & Payment
- A booking is considered confirmed once full payment has been received and you have received a booking confirmation email with a booking number.
- Prices are shown per person, unless stated otherwise, and are charged in [your currency – e.g. IDR / USD].
- For custom or private tours we may require additional details or payments; these will be clearly explained before you pay.
2. Standard Cancellation Policy
We understand that plans can change. To keep things fair for both guests and our local partners, we use the following rules:
- Free cancellation with full refund Cancel 24 hours or more before the scheduled tour start time → 100% refund of the tour price.
- No refund within 24 hours Cancel less than 24 hours before the scheduled tour start time → no refund. At this point guides, transport and tickets have already been arranged.
- Same-day bookings Where same-day bookings are exceptionally accepted, they are non-refundable from the moment of purchase.
3. Rescheduling / Change of Date
We’ll always do our best to help you reschedule.
- 24+ hours before tour: You may request a date change free of charge, subject to availability.
- Within 24 hours: Reschedule requests inside 24 hours are treated as late cancellations. In many cases you will need to make a new booking, or a rescheduling fee may apply (for example to cover driver or boat costs). We will inform you of any fee before you confirm the change.
- How to request a change: Reply to your confirmation email or contact us on WhatsApp with:
- Your full name
- Booking number
- Original tour date
- Requested new date
4. No-Show & Late Arrival
- If you do not show up at the confirmed meeting point or pickup location at the agreed time, this is considered a no-show, and no refund will be issued.
- If you are late and the tour has already departed, we are not obliged to provide a replacement tour or refund. In some cases we may be able to join you later at your own expense; this is not guaranteed.
5. Cancellations or Changes by Us
Your safety and experience are our top priority. We may need to cancel or amend a tour in the case of:
- Bad weather or unsafe sea conditions
- Road closures, strikes or other situations beyond our control
- Minimum guest numbers not being met for a group tour
- Operational or technical issues (e.g. vehicle/boat problems)
If we cancel your tour:
- You will be offered a free date change or a 100% refund, whichever you prefer.
- For weather-dependent activities (such as Nusa Penida snorkeling) we may adjust the itinerary or change the order of stops to keep you safe.
We are not responsible for additional costs outside the tour price, such as flights, accommodation or other tours booked with third parties.
6. Minimum Participants
Some group tours require a minimum number of participants:
- If the minimum is not reached, we may:
- operate the tour as a private experience with an additional fee, or
- offer you an alternative date or a full refund.
We will contact you in advance to discuss your options.
7. Direct Bookings vs Partner Sites
This policy applies to bookings made directly with us (our website, email, WhatsApp or custom payment link).
If you booked through a partner platform (OTA) such as Viator, GetYourGuide, etc.:
- Their own cancellation and refund rules may apply.
- Any changes or cancellations must usually be made through that platform.
- We will always try to assist, but final decisions may be limited by the platform’s terms.
8. Discount Codes & Promotions
- Discount codes (for example our newsletter / New Year promo codes) are typically:
- One-time use,
- Per customer / email address,
- Valid only for new bookings made directly on our website.
- Discounts apply to the tour price only, not to extra fees, add-ons or third-party tickets.
If you cancel a booking made with a promo code:
- You will be refunded only the amount actually paid, not the full non-discounted rate.
- Some promotional bookings may be non-refundable; this will be clearly stated at the time of booking.
9. Add-Ons, Penalties & Custom Charges
In certain situations additional charges may apply, such as:
- Extra services requested after booking (e.g. private car upgrade, special transfers)
- Last-minute rescheduling fees
- Driver/guide waiting time or late-night pickup surcharges
These are always explained in advance. When needed, we will send you a secure payment link by email or WhatsApp.
10. How Refunds Are Processed
- All approved refunds are processed through the same payment method used for your booking (card or PayPal).
- We aim to process refunds within 3–5 business days after approval.
- Your bank, card provider or PayPal may take an additional 5–10 business days to display the funds in your account.
- We are not responsible for delays caused by banks or payment processors.
11. How to Cancel or Request a Refund
To cancel or request a refund, please:
- Reply to your booking confirmation email, or
- Contact us via WhatsApp at +62 823 4274 9587
Include:
- Your full name
- Booking number
- Tour name
- Scheduled date
- Whether you wish to cancel or reschedule
Requests are considered received from the time we receive your message in Bali time (WITA).
12. Contact Us
If you have any questions about this Cancellation & Refund Policy, please contact us:
- Email: anggashiddenbali@gmail.com
- WhatsApp / Phone: +62 823 4274 9587
We’re here to help make your Bali experience as smooth and enjoyable as possible.