These terms & conditions apply only to clients using the services of PT Asiable Indonesia – Come2Indonesia (License Number: 57/IZN/VI/2012/007) and all departments that are part of PT Asiable Indonesia
Under these conditions, the company providing the services will be defined as “Come2Indonesia”, “we”, “us”, and “our”. The side that uses the services will be defined as the “client”, “you”, and “your”. The “tour”, “trip”, “booking”, “reservation” and “service” will be used as a definition for any goods or services that Come2Indonesia offers to the clients.
Please read these terms & conditions carefully as they set out our respective rights and obligations.
These terms & conditions come into force after the client has met their financial obligations. And by doing so, we are entitled to assume that the client has had the opportunity to read these terms & conditions and agree to them. The client can also find the link to these terms and conditions on the invoice.
1.1 Deposit, Final Payment & Full Payment
1.1.1 Individual Tours & Services
Come2Indonesia requires a certain deposit amount as your confirmation to the bookings that we make. We will send invoice(s) reflecting the tour or service booked and total payment including deposit amount to you once the bookings are confirmed from our side.
A delay in any type of payment may mean automatic cancellation of the bookings, or may incur additional charges before we can reinstate or continue the booking process.
1.1.2. Individual Flight Tickets
All payments for individual flight ticket bookings which are not part of packaged tours, must be made in full within the advised time limit or invoice due date before we can issue (confirm) the ticket.
The booking may be automatically cancelled by our system if it is not issued within the time limit due to delay in payment. Rebooking is subject to seat availability and ticket price may be different.
Once a flight ticket is issued, it is subject to the respective airlines’ cancelation/change policy.
1.1.3. Customized Tours
Come2Indonesia specializes in creating unique and customized tour programs for the clients. Depending on the program requirements, we may use different suppliers (accommodation, airline, boats, etc.) than those we normally use in our regular programs. In turn, the conditions for payment by such suppliers may also affect our payment terms.
In that sense, the percentages described in previous section may change if the new suppliers require higher deposit amount or any different payment terms. Such changes will be communicated by us to the client prior to payment.
1.2 Prices
All prices are exempt from any insurance, medical test, vaccination, additional luggage for flights, visa, personal expenses (laundry, telephone, drinks, room service, tips, etc.) and any other costs that are declared as not included in the tour description.
Tour prices are subject to change at any time and without prior notice to clients, unless the tour has already been confirmed by Come2Indonesia to the client. Reasons for price change may be related but not limited to a change in transportation costs, fuel prices, changes made by the government in taxes on national parks, and sudden changes in currency value.
The client must bear in mind that prices of flight tickets are subject to change without prior notice, and prior to booking or issuance of the ticket.
2.1.1 Cancellation and Refund Policy
Each request to cancel a booking must be communicated by email to Come2Indonesia. Any potential refund will be calculated from the time Come2Indonesia receives the email. The client should send the cancellation again when there is no response from Come2Indonesia within 24 hours.
Some of Come2Indonesia’s suppliers may take up to 90 business days to refund the payment, depending on the type of service the client is canceling.
2.1.2 Cancellations Tours & Services
2.1.2.1 Come2Indonesia is obligated to follow the cancelation policies of our suppliers, in addition to our own cancelation policy. This allows for more flexibility in terms of penalties or refunds, considering the fact that each of the suppliers have different cancelation policies, and one may be less damaging than the others. This way, we can keep the loss suffered by both Come2Indonesia and the client as minimum as possible. The suppliers include but not limited to hotels, tourist attractions, boat cruises and airlines. You may also note that some of them may apply non-refundable deposit or payment conditions.
2.1.2.2 When the client cancels the booking 60 days or more before the trip start date, Come2Indonesia will charge a penalty of EUR 100/person, plus any cancellation penalty charged by our suppliers for each service that was booked.
2.1.2.3 When the client cancels the booking 31-59 days before the trip start date, Come2Indonesia will charge a penalty of EUR 150/person, plus any cancellation penalty charged by our suppliers for each service that was booked.
2.1.2.4 When the client cancels the booking 21-30 days before the trip start date, Come2Indonesia will charge a penalty of 20% of all bookings of ground service, plus any cancellation penalty charged by our suppliers for each service that was booked.
2.1.2.5 When the client cancels the booking 14-20 days before the trip start date, Come2Indonesia will charge a penalty of 50% of all bookings of ground service, plus any cancellation penalty charged by our suppliers for each service that was booked.
2.1.2.6 When the client cancels the booking 0-13 days before the trip start date, a penalty of 100% will be charged.
2.1.2.7 Clients may reschedule the booking up to less than 5 days before the trip start date without any extra cost by Come2Indonesia. However, new dates I subject to availability and any costs charged by our suppliers, including hotels and airlines will be bear by the clients.
2.1.2.8 The refunds will be calculated after all penalties are deducted, and it will be returned to the client in the same currency we receive the payment. Any expenses incurred during the transfer to the client’s account will be charged to the refund amount.
2.1.3 Cancelations of Individual Diving Trips (Liveaboard, Dive Centers, Dive Resorts, etc.)
In the event that the cancellation is made prior to departure, the cancellation fee will be charged as follows:
2.1.3.1. When the client cancels the trip 90 days (or more) before the trip start date, the client will be charged a penalty of EUR 200, plus any cancellation penalty charged by our suppliers for each service that was booked.
2.1.3.2. When the client cancels the trip in less than 90 days, the client will be charged a penalty of 100% payment.
We will immediately inform the client by any communication means, should there is any cancellation or substantial changes made by us or our suppliers that would not allow the service to be provided per our confirmation, and thus forces us to make modifications.
Such modifications may occur even after the booking is confirmed from our side or the payment is made by the client, as long as we deem the modifications necessary or for a good reason.
In such case, if the client does not accept the modifications, Come2Indonesia will offer the client different service of the same value wherever possible. If the client chooses to do a lower value service, Come2Indonesia will refund the difference to the client. If the client chooses to do one with higher value, the client will simply have to pay the difference to Come2Indonesia. If the client does not agree with any of replacement offered by Come2Indonesia, the tour can be canceled and the client will receive refunds of the deposit or payment that has been made.
Come2Indonesia may cancel the trip before it starts or even when it is in progress, due to force majeure such as terrorism, natural disasters, epidemics, political instability or any other external events in which it is not feasible for Come2Indonesia to operate the trip. Come2Indonesia is not responsible for any damage received or expenses borne by the client due to the cancellation of the trip because of the reasons above, such as: visa or its extensions, vaccinations, travel insurance or non-refundable payments such as those suggested in point 2.1.2.1.
We promise to make sure that the trip that we have confirmed is provided to you properly and to meet your expectations. If you are not satisfied with the service provided during the trip, please note that it is important for you to immediately reach out to our representative, tour guide, or someone who is reasonably linked to Come2Indonesia, and inform them the issue. By doing that, we are able to acknowledge it and do our best to help and solve the issue at that very moment. Besides the guide, you will have our 24/7 emergency telephone number and a WhatsApp number, which are normally provided in the travel documents we give to you.
We will accept responsibility if, for example, the trip is not provided per the tour description because of the failure of ourselves or our suppliers to provide the service properly.
However, Come2Indonesia will not accept complaints that were not notified to us within 48 hours of the incident. We understand that all of our guides and staff will always be able to communicate with us, unless there is no coverage for being in a remote areas.
If the trip is not carried out as agreed due to force majeure such as terrorism, natural disasters, epidemics, political instability or any other external events, Come2Indonesia is obligated to assist the client on a reasonable level to either find alternative ways to continue, or terminate the trip. However, all costs of such assistance by Come2Indonesia will be charged to the client.
Come2Indonesia is responsible for reasonable similarity of the tours on its website or any advertising materials and in reality, compared to the client’s expectations. However, regardless of how the trips are described through the wording used on our website or any advertising materials that we have, we are only responsible to provide the service with reasonable ability and we do not have any greater or different responsibility to you.
Come2Indonesia is also responsible for the control of the external services that are part of the tour.
You understand that due to Indonesia being a tropical country and that the weather is beyond our control, the destinations you visit are subject to weather or climate changes and that because of it, the day-to-day activity may be rearranged or changed before or while the trip is in progress (Ref. 2.3)
You understand that Come2Indonesia is not the owner, nor responsible for the operation of airlines, trains, ferries, or any public transportation so we cannot be responsible for any extra expenses occurred due to cancelations, delays, or any changes that does not allow you to continue on with the trip we provide, and that all those expenses must be borne by you.
You will not make any claim to Come2Indonesia, its representatives, guides, or suppliers, if we are obligated to cancel or make changes to the trip due to possible dangerous conditions.
All expenses arising from changes made according to the client’s own choice or decisions must be paid by the client.
Come2Indonesia will do everything within our ability and care for your safety and that of your belongings, but you must be the one to check your belongings and ensure its safety at all times and be responsible for any loss or damage. Come2Indonesia is not responsible for loss of personal property, fraud, deception, death or personal injury or other damages that are not directly caused by Come2Indonesia.
Please note that it is your responsibility to show that we, our representatives, guides, or suppliers, did not show the reasonable ability and care in regards to any incident, if you wish to make any claim against us. In addition, we will only be responsible for what our employees, guides, or suppliers do or do not do, if they were carrying the work at the time that we have agreed with them to do.
We cannot be responsible for damage caused by any services which are not included in the bookings. This includes, for example, any additional services which the guide agrees to provide or arrange for you outside the tour description or inclusions.
Please be advised that before making your trip to Indonesia, it is essential to ensure that you possess all the requisite documentation required to enter the country. The following disclaimer outlines important information and serves as a reminder of the traveler’s responsibility to comply with the necessary requirements.
Travel Documents: It is the sole responsibility of the traveler to possess a valid passport with an expiration date beyond the duration of their intended stay in Indonesia. Additionally, depending on your nationality, you may be required to obtain a visa or other relevant travel permits before your departure.
Visa Requirements: Please note that visa requirements vary based on your nationality and the purpose of your visit, such as tourism, business, or employment. It is crucial to research and obtain the appropriate visa category before your departure. Visit the official website of the Embassy or Consulate of Indonesia in your country for detailed information regarding visa applications and specific requirements.
Duration of Stay: Ensure that you are aware of the maximum duration of stay permitted under your visa or visa-exempt status. Overstaying beyond the authorized period may result in fines, deportation, or other legal consequences.
Travel Advisories: Stay informed about the latest travel advisories and warnings issued by your government regarding travel to Indonesia. It is recommended to review these advisories before your departure and take necessary precautions to ensure your safety and well-being during your visit.
Health and Vaccination Requirements: Certain vaccinations may be required or recommended for travelers entering Indonesia. Please consult with your healthcare provider or visit a travel health clinic well in advance to determine the necessary vaccinations and health precautions for your trip.
Entry and Exit Requirements: Indonesian authorities may impose additional entry and exit requirements, such as proof of onward travel, evidence of sufficient funds, or specific health-related protocols. Familiarize yourself with these requirements and ensure compliance to avoid any inconveniences.
Personal Safety and Security: While in Indonesia, exercise caution and adhere to local laws, customs, and regulations. Stay updated on the current security situation in the areas you plan to visit and take appropriate measures to ensure your personal safety and the security of your belongings.
Travel Insurance: It is strongly recommended to obtain comprehensive travel insurance that covers medical expenses, trip cancellation or interruption, loss of baggage, and other unforeseen circumstances. Review the terms and coverage of your insurance policy to ensure it meets your specific needs.
New Tourist Tax for international visitors to Bali: Effective February 14, 2024, a Tax is imposed on all global travelers visiting Bali. The tax supports the preservation of Bali’s cultural heritage and promotes responsible and sustainable tourism. The cost of this Tax is 100.ooo IDR.
Please note that this disclaimer is provided for informational purposes only and does not constitute legal advice or guarantee the accuracy or completeness of the information provided. Travelers are solely responsible for conducting their own research and complying with the relevant regulations and requirements applicable to their individual circumstances.
By proceeding with your travel plans to Indonesia, you acknowledge that you have read and understood this disclaimer and assume full responsibility for obtaining the necessary documentation and complying with all applicable requirements for entry into the country.
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 which it has more than 70 active volcanoes and is part of the Ring of Fire. Despite this fact, in all the years since 2010 that we have been operating in Indonesia, our cancelations due to natural disasters were minimal until, of course, reaching the crisis due to the COVID-19 pandemic in March 2020.
In 2015, the Raung volcano on the island of Java erupted and forest fires broke out in Borneo as well as in Sumatra, creating poor visibility and smoke problems. In 2018, several earthquakes shook different areas of Indonesia, including the tourist destinations Lombok and Sulawesi. During these unfortunate events, we helped our clients in the affected areas reach their next destinations by land and/or sea since some airports were temporarily closed. On the other hand, for those who were traveling to the affected areas but had to cancel, we offered them alternative destinations so that they would not see their vacation paralyzed.
For this reason, and at the request of the Government of Indonesia, clients are required to hire a travel insurance covering at least USD 25,000 (approx. EUR 22,100), which covers cancellation costs due to natural disasters to avoid additional and healthcare expenses.
What can happen in the future?
This is unknown to any human and there is no possibility of foreseeing it. There is always a chance that our clients and all those who visit Indonesia find themselves in a situation where their holidays get disrupted mid-way due to force majeure, be it volcanic eruption, forest fires, or even another pandemic. The chance might be small, but never zero!
What extra expenses can be produced and what role does Come2Indonesia have in such difficult situation?
When an airline cancels a flight due to a volcanic eruption or other force of nature, a ship cancels due to poor sea conditions or any other circumstance beyond our control, additional expenses almost always occur in order to continue the trip one way or another.
In these cases, our clients have a team behind them accustomed to handling situations of this type and solving problems as quickly and as less expensively as possible. We as a travel agency and your contact in Indonesia, will act to help you in reorganizing your trip so that it is as less interrupted as possible (changing hotels, selecting another destination, changing domestic flights, etc.) In these situations, we will not charge for our help and management service, but we do have to charge for all new expenses that may occur such as: booking new hotel nights, (some hotels does not refund for force majeure reasons), new car transfers or new plane tickets.
We will help request all possible refunds for unused services from suppliers, such as hotels and airlines. However, we cannot guarantee at all that those parts that are not used and that have not canceled on their own account, will return the money to us 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 the time. That is because it is not their responsibility, that the client did not show up, due to their flight being canceled or other reasons beyond the control of the hotel.
If an airline cancels a flight on its own, we will handle the refund process, although these may be in cash or in the form of a travel vouchers, depending on each airline’s policy. In any case, we will always inform you about it.
Our commitment is to make things easier for our clients in case of incidents as we always do. We try to minimize any negative impact in any unforeseen situation that may affect the trip and get all the changes made at the lowest possible cost.
As an agent for booking flights, hotels and other related services, Come2Indonesia always rely on the terms and conditions of the suppliers. In case of problems occurred due to any force majeure, Come2Indonesia will help to adjust the trip and minimize the additional charge to ensure the trip goes on, taking the client’s preference into consideration, however, all additional charges will be borne by the client. (Ref. 2.1.2.1).
