This document is a template based on how the EtnoJourney system currently works. It must be reviewed by a legal professional and completed with the company's details before the site launches.
01Unpaid bookings
While a booking is Pending and unpaid, you can cancel it yourself at any time from My Account, free of charge.
02Paid bookings
You can cancel a paid booking yourself from My Account as long as the travel date hasn't passed. Before you confirm, you'll see which terms apply and how much will be refunded.
The refund depends on the number of days between the day you cancel and the travel date:
Refund by how many days before the travel date you cancel (Asia/Jakarta time)
| When you cancel | Refund |
|---|---|
| 14 days or more before travel | Full refund |
| 7 to 13 days before travel | 50% refund |
| Fewer than 7 days before travel | No refund |
Partial refunds are rounded down to the nearest rupiah.
03Cancellation by EtnoJourney or the hosts
We may cancel a trip in case of safety risks, natural disasters, or if the village decides to close visits for customary activities. In that case you can choose a replacement date or a full refund.
04How refunds are processed
Refunds are processed manually to the original payment method through Midtrans. How long they take to arrive depends on your bank or e-wallet provider, so we can't promise an exact time. We'll email you as soon as the refund has been sent.
05Date changes
You can change the travel date yourself from My Account, for paid and unpaid bookings, as long as the new date is available.
For changes outside the terms below, contact us with your booking code. Requests are handled according to the hosts' availability.
Changing the date yourself
- You can change the date at most once per booking.
- Date changes close 3 days before the current travel date.
- The new date must be at least 3 days from the day you make the change, and still open with enough seats for everyone in the booking.
- The price stays as booked, for paid and unpaid bookings alike.
Contact
Questions about this document can be sent to [Customer service email] or to [Registered address].