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Terms and Conditions



Indonesia, Trustable Travel and Tourism Related Service

Terms and Conditions

General Travel Terms and Conditions for all tours in Indonesia

These terms of conditions apply only to customers who use the services of PT Asiable Indonesia
(License Number: 57/IZN/VI/2012/007) and all departments which are part of PT Asiable Indonesia. In these conditions, the company who provides the services will be defined as “Come2Indonesia”. The side who uses the services of Come2Indonesia will be defined as “the customer”.  “The tour” will be used as definition for all the tours Come2Indonesia delivers to the customers.

The terms of conditions take effect after the customer has fulfilled its financial requirements. The customer can also find the terms of conditions in the invoice.


Payment schemes:


1.1 Deposit

Individual program

A deposit is required to confirm all reservations for the customer. After the client has confirmed to Come2Indonesia what tour the client satisfied, Come2Indonesia will sent a specified invoice with a deposit request. The deposit has to be fulfilled within 7 days counting from the day the invoice sent.
The final payment has to be made maximum 31 days before the trip started, or earlier if specified in the invoice.
A delay in paying the final payment can result into the cancelation of the trip or extra charges.

Itinerary Planning and Price Changes

Come2Indonesia always try to prepare unique tours for the customers. After the customer received the final proposal with prices and confirm the tour, Come2Indonesia needs a deposit to confirm all the reservations accordingly. The deposit has to be paid within 7 days counting from the day the invoice is sent to the customer.

The amount of deposit that Come2Indonesia needs from the customer can be different. It depends on the tour and all the services that comes with it.  When the price of a tour is below €500,- the whole price will be used as a deposit. This deposit has to be paid 7 days counting from the day that a reservation is made. All payment for plane tickets have to be fully paid before they are issued.

1.2 Prices

The customer has to consider that prices of the plane tickets are subject to change without prior notice before booking and issuance.

All prices are exclusive of insurance, extra luggage, visa and vaccination costs, personnel costs (laundry, telephone, drinks, room service, tips, etc.) and other costs that are declared as exclusive in the tour description.

The tour prices are subject to change at any moment and without warning to the customers, unless the tour has already been confirmed by Come2indonesia to the customer. The reason for this price change has to be related to a change in transport costs, fuel prices, taxes and exchange rates.



2.1 Cancellation by the clients

Come2Indonesia advises its customer to take a travel insurance including cancellation insurance.

2.1.1 Cancellation and reimbursement

Every request to cancel a service has to be announced by letter, email or fax. The reimbursement will be calculated from the moment Come2indonesia receives the announcement (the customer can send the cancellation again, when there is no response from Come2indonesia within 24 hours). Every reimbursement will be processed within 30 days after Come2indonesia received the cancellation.

Some of suppliers of Come2Indonesia can take up to 3 months to reimburse the payment, depending on the service that the client is cancelling.

2.1.2 Cancellations tours and dive resorts

In case of tour cancellation is made before departure, cancellation fee will be charged as follow:

  • When the customer cancels the tour 60 days (or more) before departure, the customer will receive a fine of €100/person,- plus the cancellation costs for every service that was bought/reserved.
  • When the customer cancels the tour between 31-59 days before departure, the customer will receive a fine of €150/person,- plus the cancellation costs for every service that was bought/reserved.
  • When the customer cancels the tour in less than 31 days, the customer has to pay the price for the whole services (100%).
These penalties are only for the individual reservations. When customers reserved a group tour, they should contact their travel agent or dive center organizer.
2.1.3 Cancellations submarine, cruises and dive centers

In case of tour cancellation is made before departure, cancellation fee will be charged as follow:

  • When the customer cancels the tour 90 days (or more) before departure, the customer will receive a fine of €200,- plus a fine for the airline companies, boat and other reserved services.
  • When the customer cancels the tour in less than 90 days, the customer has to pay 100% of the price for every service.
These penalties are only for the individual reservations. When customers reserved a group tour, they should contact their travel agent or dive center organizer.

It is possible that the whole tour or some activities should be cancelled because there is a delay in the payment of the deposit or the whole payment. If this is the problem, all the extra costs will also be charged to the customer.

2.2 Cancellation by Come2Indonesia

Come2Indonesia will contact the customer as soon as possible, if there is a modification or difference in the tour the customer reserved. These modifications or differences can be made after the agreement is concluded, if the consideration for the modification or differences is not made in bad faith. The tour cannot be modified or changed when it changes the overall image of the tour.  These terms do not apply for the ticket service of Come2indonesia.

If the customer does not except these modifications, Come2Indonesia will offer the customer another tour of the same value (if possible). When the customer chooses to take a tour of a lower value, Come2Indonesia will pay the difference back to the customer. When the customer chooses to take a tour of a higher value, the customer will pay the difference to Come2Indonesia. When the customer is not willing to choose another tour, the tour will be cancelled and the customer receives his deposit or full payment back.

Come2Indonesia can cancel the tour 4 weeks before the tour starts, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned itinerary. Come2Indonesia is not responsible for any damage the customer receives due to the cancellation of the tour, like: visa, vaccinations, travel insurance or non-refundable flights.


Problems during the tour

If the customer is not satisfied with the tour, he should immediately contact the tour guide or someone who is reasonably linked to the organisation tour. When the customer is still not satisfied at the end of the tour, the customer should send a letter of declaration with the problems he experienced during the tour. The customer can email us to info@come2indonesia.com. Please, contact us within 30 days after the tour ended.

If the tour was not performed according to the agreement due to something caused by the customer, Come2indonesia is forced to help and assist the customer in a reasonable level. All the costs of the assistance from Come2indonesia will be charged to the customer.

The customer is forced to solve the problem by itself in a reasonable way. Further the customer shall make reasonable effort to prevent that the damage caused by the client will not get bigger. If the customer does not satisfy his duties, Come2indonesia will recover the costs of further damage to the customer.



Come2indonesia is liable for the reasonably similarity of tours on the website in reality, comparing to the expectation of the customer.

Come2indonesia is also liable for the control of the external services which are part of the tour.



Come2indonesia will not be liable for any damage if the tour is hindered due to circumstances which could reasonably have been foreseen.

The tour can be cancelled due to this reasons:

Come2Indonesia is not liable for any defects from external parties which are part of the trip.

Come2Indonesia is not liable for any defects from external parties which are not part of the trip.

Come2indonesia is not liable for: loses of personal property, fraud, deceptions, death or personal injury or other damage that is not directly blamed to Come2indonesia or covered by travel insurance.


Information on managing travel-related problems due to Force Majeure

Before the arrival of the COVID-19 Pandemic in March 2020, Indonesia has experienced many natural disasters such as earthquakes and volcanic eruptions due to it having over 70 active volcanoes and is part of the Ring of Fire. Despite this fact, in the 12 years that we have been operating in Indonesia, our cancellations due to natural disasters were minimal.

In 2015, the Raung Volcano on the island of Java erupted and wildfires occurred in Borneo as well as Sumatra, creating poor visibility and smoke problems. In 2018, several earthquakes shook different areas of Indonesia, including tourist destinations Lombok and Sulawesi. During these unfortunate events, we assisted our clients in affected areas to reach their next destinations by land and/or sea since some airports were temporarily closed. On the other hand, for those traveling to the affected areas but had to cancel, we offered them alternative destinations so that they would not see their vacations paralyzed.

For this reason, we always recommend contracting travel insurance that covers cancellation costs due to natural disasters to avoid further expenses.

What can happen in the future?

It is unknown and difficult, if not possible, to foresee it. Our clients and all of those who want to know Indonesia will always find themselves in the same situation. Volcano eruption or earthquakes may happen now or not for the next 100 years.

What extra expenses can occur, and what role does Come2Indonesia have in this situation?

When an airline cancels a flight due to a volcano eruption or other force of nature, a ship cancels due to poor sea conditions or any other circumstances beyond our control, extra expenses sometimes occur.

In this case, our clients have a team behind that are used to handling situations of this type and solving problems as quickly and as economically as possible. We, as a travel agency and your contact in Indonesia, will act to help you in the rearrangement of your trip so that it is seen as less interrupted as possible (changing hotels, selecting another destination, changing domestic flights, etc.) In our policy of assistance to a client in these situations, we will not charge for this help and management service, but we do have to charge for all the new expenses that occur, such as booking new hotel nights (some hotels will not return the money), new transfers or new airline tickets.

We will help to request all possible refunds for unused services from the suppliers such as hotels and airlines. However, we cannot guarantee at all that they will refund us the money because it will depend on their policies or how they see the situation. For example, a hotel in a destination not affected by the disaster may not give a refund for the reason that it is operational at that time. It is not their responsibility that the client does not show up because the flight gets cancelled or other reasons beyond the control of the hotel.

If an airline cancels a flight on its own, we will manage the refunds although this can be in cash or the form of a travel voucher, depending on each airline policy. In any case, we will always inform you of what you will or will not get.

Our commitment is to make things easier for our clients in any case of incidents like we always do. We try to minimize any negative impact in the event of unforeseen causes that may affect the trip and to make all changes at the lowest possible cost.


As a booking agent for flights, hotels and other related services, come2indonesia.com always depend on the suppliers’ term and condition.
Incase of flight delay or cancelation or force majeur, come2indonesia will help to adjust the trip and minimize the extra charge, however all extra charges has to be bear by the guests.

Special Terms and Conditions due to COVID-19


Click here to read the new Terms and Conditions during the pandemic due to COVID-19