Refund and Returns Policy

Refund and Returns Policy

Effective Date: September 14, 2024
Last Updated: September 14, 2024

1. General Terms

At Hey Bali, customer satisfaction is our top priority. We understand that travel plans can change unexpectedly, and we strive to accommodate such changes fairly. This Refund and Returns Policy outlines the terms and conditions related to cancellations, refunds, and returns for the services and products we offer.

2. Cancellation Policy

Customer-Initiated Cancellations:

• Activity Bookings: Cancellations made more than 24 hours before the activity date are eligible for a full refund, minus administrative fees. Cancellations made less than 24 hours before the activity may incur penalties, and refunds will be processed according to the service provider’s policy.
• Tour Packages (excluding accommodation): Cancellations made 2 days before the tour start date are eligible for a full refund. Cancellations made 1 day before the tour will incur a 50% cancellation fee. Cancellations made on the day of the tour will incur a 100% cancellation fee.
• Tour Packages (including accommodation): If the cancellation is made before we have made payments to the hotel, a full refund will be provided, minus administrative fees. However, if we have already made payments to the hotel, the refund will be reduced by the amount paid to the hotel plus administrative fees.
• Boat Rentals in Labuan Bajo: Boat, speedboat, or similar rentals require a down payment at the time of booking. In the event of cancellation, this down payment is non-refundable, regardless of how many days before departure the cancellation occurs. However, we do offer a rescheduling option if the desired time and date are available.
• Purchase of SIM Cards or Local eSIMs: SIM card or eSIM purchases are non-refundable once the product has been shipped or the eSIM code has been activated. However, if there are issues during activation, we will assist until the SIM card or eSIM is active and usable. If cancellation is made 48 hours before arrival and the SIM card or eSIM code has not yet been shipped, a full refund will be issued, minus administrative fees.
• Fast Boat Crossing Voucher: Cancellations of fast boat crossing vouchers made 2 days before the crossing date are eligible for a full refund, minus administrative fees. Cancellations made 1 day before the crossing date will incur a 50% cancellation fee. Cancellations made on the day of the crossing will incur a 100% cancellation fee.

Agent-Initiated Cancellations:

If Hey Bali cancels a booking due to unforeseen circumstances (e.g., natural disasters, political unrest), customers will receive a full refund or the option to reschedule without any additional charges.

3. Refund Process

• Processing Time:
  Refunds will be processed within 7 business days after the cancellation request is approved. Refunds will be credited to the original payment method used at the time of booking or via another method to be confirmed.
• Non-Refundable Services:
  Certain services may be marked as non-refundable, including but not limited to last-minute bookings, special promotions, and discounted rates. These services will be clearly identified at the time of purchase.

4. Return Policy for Travel-Related Products

• Physical Products (e.g., SIM Cards):
  Returns are accepted within [number] days of purchase, provided the product is unused and in its original packaging. Customers are responsible for return shipping costs unless the product is received damaged or defective. Refunds for returned products will be processed within 7 business days after the returned item is received and inspected.
• Digital Products (e.g., eSIM):
  Digital products are non-refundable once downloaded or activated unless there is a defect in the product, in which case we will replace it with a new product.

5. Changes to Bookings

• Changes to Activities, Tour Packages, Boat Rentals, and Fast Boat Vouchers:
  Customers may request changes to their bookings (e.g., changes to dates, times, or locations) subject to availability and applicable fees. Change requests must be made at least 7 days before the original activity date. This is only applicable during the off-season; during peak season, we may not be able to accommodate any changes.
• Boat Rentals, Speedboat Rentals, or Similar Services:
  While the down payment is non-refundable in the event of cancellation, customers may request to reschedule their booking, provided the desired time and date are still available.

6. Contact Information

For any questions or concerns regarding our Refund and Returns Policy, please contact our customer service team:

Hours of Operation: 24 Hours refunds and returns.

Email: ask@heybali.info

Phone: +62811-281-407