Booking terms
Booking, Cancellation & Refund Policy
What the deposit covers, what happens if you cancel, and what we do when the mountain closes. Read it before you pay anything.
Last updated
1. Booking confirmation
To confirm a trekking reservation, we ask for a deposit of 25% of the total booking price. The remaining balance is paid following the instructions our team sends you.
A booking is confirmed once the deposit has reached us and we have sent you a confirmation. Until both of those have happened, the dates are not held.
2. The deposit is non-refundable
Once a reservation is confirmed the 25% deposit is not refundable, except where a refund is required by law or by a specific provision of this policy.
The deposit pays for the administrative work and the initial arrangements that prepare your trek — the permits, the guide and porter bookings, the transfers.
Please check your travel dates and booking details carefully before paying it.
3. If you cancel
If you cancel a confirmed reservation the 25% deposit is generally not refunded, subject to applicable law.
Anything you have paid beyond the deposit is assessed on the circumstances: what has already been arranged, which costs we cannot recover, and the booking terms you were given.
Tell us as early as you can if your plans change. The earlier we know, the more of it can usually be undone.
4. If the national park closes the route
Mount Rinjani National Park can close trekking routes for severe weather, volcanic activity, forest fires, environmental protection, safety concerns, or an official government decision. No operator can walk you up a closed trail.
If an official closure stops your trek going ahead, we will contact you to talk through the options. Depending on the circumstances those may include:
- Moving your trek to another available date.
- Arranging an alternative trip, if you agree to it.
- A refund in line with the circumstances, your confirmed booking terms, and applicable law.
5. Weather and safety
Your safety comes first. Our guides may change, postpone, or end a trek if the weather, the trail, or anything else makes continuing an unacceptable risk.
Whether a refund applies depends on the circumstances, what has already been provided, your booking terms, and the law.
6. Late arrival and no-shows
If you arrive late, miss the departure, or do not turn up without telling us, you may lose the value of services that cannot be recovered or used by someone else.
Extra costs caused by a late arrival or a missed departure may be charged to you, where the law and your booking terms allow it.
7. How refunds are processed
Where a refund is approved it normally goes back the way it came, through the original payment method, where that is reasonably possible.
How long it takes depends on the payment provider and the banks involved. Any deductions are explained to you before the refund is finalised.
8. Travel insurance
We strongly recommend comprehensive travel insurance before you arrive in Lombok.
It should cover trekking at high altitude, emergency medical treatment, evacuation, and trip cancellation. Read the policy: some exclude mountain trekking above a certain altitude, which is exactly where this trip goes.
9. Accepting these terms
By completing a booking and paying the deposit you confirm that you have read and understood this policy.
Nothing here limits any rights you have under consumer protection law.
Anything here you want explained?
Ask before you pay a deposit rather than after. We would rather spend the message now than have you read a term you did not expect.