Policy Status: Public
Version: 1.0
Effective Date: Upon Publication
Policy Administrator: Bintan Voyage Marketing and Commercial Operations
Official Contact: office@bintanvoyage.com
1. Purpose
This Advertising and Claim Substantiation Policy establishes the standards applied by Bintan Voyage when preparing, approving, publishing, monitoring, and correcting advertising and public statements about its business, travel packages, prices, partners, services, experience, facilities, and customer benefits.
The purposes of this Policy are to:
- Ensure that public statements are accurate, clear, and supportable;
- Protect travellers from misleading or incomplete information;
- Maintain consistency across Bintan Voyage communications;
- Protect confidential commercial and supplier information;
- Prevent unauthorised claims, exaggerated representations, or misleading comparisons;
- Establish appropriate evidence for important business and service claims;
- Provide procedures for reviewing, correcting, suspending, or withdrawing advertising content;
- Protect the legitimate commercial interests and reputation of Bintan Voyage.
2. Official Operator
Bintan Voyage is operated by:
PT Bintan Voyage International
Business Identification Number: 2306260219563
Registered Office: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Official Website: bintanvoyage.com
PT Bintan Voyage International is registered for travel-agency activities and is the legal business operator behind the Bintan Voyage brand.
For the purposes of this Policy, “Bintan Voyage,” “we,” “us,” and “our” refer to PT Bintan Voyage International and persons authorised to communicate on its behalf.
3. Scope
This Policy applies to advertising and public representations made through:
- The Bintan Voyage website;
- Landing pages and package pages;
- Search advertisements;
- Social-media posts and advertisements;
- Email and messaging campaigns;
- WhatsApp communications;
- Printed brochures and flyers;
- Quotations and commercial proposals;
- Business profiles and directories;
- Videos, photographs, graphics, and presentations;
- Partner campaigns and co-branded materials;
- Affiliate, influencer, and referral content;
- Event and exhibition materials;
- Automated booking feeds and structured business information;
- Other customer-facing communications.
It applies whether the content is created by Bintan Voyage or by an authorised employee, contractor, agency, affiliate, guide, supplier, partner, content creator, or representative.
4. Core Advertising Principles
Bintan Voyage advertising must be:
Accurate
Statements must reflect the service, price, experience, supplier relationship, or package that is genuinely available or reasonably expected to be available.
Supportable
Material factual claims must be supported by appropriate records held by Bintan Voyage or an authorised supplier.
Clear
Important conditions must be expressed in language that an ordinary traveller can reasonably understand.
Current
Prices, schedules, partner information, promotions, and availability must be reviewed and updated when material circumstances change.
Fair
Advertising must not intentionally create a misleading impression through wording, layout, images, omissions, comparisons, countdowns, rankings, or disclaimers.
Proportionate
The level of evidence required should correspond to the nature, significance, and potential customer impact of the claim.
Consistent
The main message, qualifying conditions, booking documents, and actual service arrangement must not materially contradict one another.
5. Claim Substantiation Standard
A material claim should have a reasonable supporting basis before publication.
Evidence may include:
- Government-issued business records;
- Contracts and rate agreements;
- Supplier correspondence;
- Booking accounts;
- Invoices and transaction records;
- Confirmed reservations;
- Operational checklists;
- Customer booking records;
- Service-delivery records;
- Internal databases;
- Review-platform records;
- Photographs and videos;
- Historical business records;
- Performance reports;
- Market comparisons;
- Other reliable documentation.
Evidence does not need to be published with every advertisement.
Confidential contracts, net rates, commissions, internal margins, customer information, supplier contacts, and commercially sensitive records may remain confidential while being retained internally as support for the relevant claim.
6. Claim Classification
Bintan Voyage applies the following general evidence standards:
| Type of claim | Examples | Appropriate supporting basis |
|---|---|---|
| Corporate identity | Legal operator, office, registration | Official company records |
| Business experience | Experience dating back to 2009 | Historical records, archived activity, transactions, supplier or customer records |
| Supplier relationship | Partner, direct supplier, contracted supplier | Agreement, correspondence, booking account, invoice or transaction history |
| Contracted rates | Negotiated or contracted supplier prices | Rate agreement, rate sheet, contract or supplier confirmation |
| Service claim | Private tour, luggage assistance, multilingual support | Service standard, booking procedure, assignment record or operational capability |
| Price claim | Package price, discount, price guarantee | Current costing, rate record and applicable terms |
| Comparative claim | Lower price, greater inclusions, private versus shared | Like-for-like comparison using current information |
| Availability claim | Available rooms, guides, vehicles or activities | Current supplier confirmation or reservation system |
| Customer claim | Rating, review, testimonial, guest count | Genuine customer or platform records |
| Safety claim | Qualified provider, safety equipment or procedure | Relevant supplier records, permits, procedures or inspection evidence |
| Insurance claim | Insurance included or available | Applicable policy, certificate, supplier terms or quotation |
| Performance claim | Response time or service standard | Recorded performance or established operational process |
7. Experience Claims
Bintan Voyage may communicate that its team has been arranging Bintan travel experiences since 2009 where the statement is supported by historical operating experience and relevant records.
The approved formulation is:
Our team has been arranging Bintan travel experiences since 2009.
This statement describes the accumulated destination, supplier, booking, transport, activity, and guest-service experience of the team behind Bintan Voyage.
Any abbreviated version of the statement must preserve substantially the same meaning and must not create an inaccurate representation regarding a legal incorporation date.
8. Direct Booking Claims
Bintan Voyage may describe its booking model as direct where:
- The customer communicates directly with Bintan Voyage;
- Bintan Voyage prepares or confirms the package;
- PT Bintan Voyage International is identified in the applicable customer-facing documents;
- The customer receives booking support through official Bintan Voyage channels.
Approved descriptions may include:
- “Book directly with Bintan Voyage”;
- “Direct booking with a Bintan-based travel operator”;
- “One primary booking contact”;
- “Direct local travel coordination”;
- “No unrelated marketplace layer.”
A direct booking claim does not mean that Bintan Voyage owns or personally delivers every component.
Hotels, ferries, airlines, vehicles, activities, restaurants, venues, and other services may be operated by independent providers coordinated as part of the package.
9. Supplier and Partnership Claims
Bintan Voyage may refer to a provider as a supplier, service provider, booking partner, direct partner, contracted supplier, preferred partner, or other appropriate description when reasonable evidence of the relevant relationship is held.
Evidence may include:
- Contracts;
- Rate agreements;
- Official correspondence;
- Booking accounts;
- Invoices;
- Confirmed transactions;
- Active booking procedures;
- Other recognised commercial records.
The word “partner” is used as a practical description of a commercial or operational relationship and does not, by itself, indicate:
- Common ownership;
- A legal partnership;
- A joint venture;
- Exclusivity;
- Authority to bind the other organisation;
- Permanent availability;
- General endorsement of every Bintan Voyage service.
Claims such as “exclusive partner,” “official partner,” or “authorised representative” require an appropriate written basis.
10. Supplier-Network Claims
Bintan Voyage may describe its supplier network using formulations such as:
- “An extensive network of hotels, resorts, and villas”;
- “A broad network of Bintan activity operators”;
- “Participating accommodation and travel partners”;
- “Selected and verified service providers”;
- “Direct and contracted supplier relationships.”
Statements such as “all hotels,” “every resort,” “all activities,” or similar comprehensive claims should only be used when the intended geographic and service scope is clearly defined and supported by a current internal supplier register.
The availability of a supplier for a particular date remains subject to confirmation.
11. Contracted Rate Claims
Bintan Voyage may state that it has access to contracted, negotiated, direct, group, package, or promotional supplier rates where the statement is supported by relevant commercial records.
Approved descriptions may include:
- “Access to contracted rates for selected properties and services”;
- “Negotiated rates through long-term supplier relationships”;
- “Direct package rates from participating suppliers”;
- “Competitively priced hotel and private-tour arrangements.”
The underlying net rates, commissions, mark-ups, margins, rebates, and commercial agreements remain confidential.
A contracted-rate claim does not mean that the same rate is available for every date, customer, room category, package, or booking condition.
12. Price and Value Claims
Any advertised price should identify or make reasonably accessible the material conditions affecting that price.
These may include:
- Travel dates;
- Booking period;
- Number of travellers;
- Room category;
- Minimum occupancy;
- Private or shared service;
- Package inclusions;
- Taxes and surcharges;
- Weekend or holiday supplements;
- Availability;
- Cancellation terms.
Prices may be displayed as:
- A total package price;
- A per-person price;
- A starting price;
- A group price;
- An optional supplement;
- A promotional price.
Where “from,” “starting from,” or similar wording is used, the advertised starting price must have a reasonable basis and correspond to an available or genuinely offered package configuration.
13. Best Price Guarantee
The expression “Best Price Guarantee” may be used only in accordance with the published Bintan Voyage Best Price Guarantee terms.
A comparison must ordinarily involve the same:
- Travel dates;
- Hotel or resort;
- Room category;
- Occupancy;
- Number and age of travellers;
- Tour duration;
- Vehicle type;
- Private or shared arrangement;
- Activities;
- Ferry arrangement;
- Meals;
- Taxes and surcharges;
- Cancellation conditions;
- Payment terms;
- Other material inclusions.
A shared tour, shared vehicle, limited-service offer, restricted promotion, or package with materially different conditions is not considered equivalent to a Bintan Voyage private-tour package.
The guarantee may be subject to verification, eligibility requirements, submission deadlines, and exclusions stated in the applicable policy.
14. Comparative and Superlative Claims
Claims such as:
- “Best”;
- “Lowest”;
- “Cheapest”;
- “Most trusted”;
- “Number one”;
- “Leading”;
- “Most reliable”;
- “Better than”;
must be used carefully.
A measurable comparative claim should be supported by current and relevant evidence using a defined comparison.
Where an objective market-wide comparison cannot reasonably be demonstrated, Bintan Voyage should use qualified, experience-based language such as:
- “Designed for better privacy and personal service”;
- “A more personalised alternative to standard shared tours”;
- “Competitively priced private travel”;
- “One of our most popular packages”;
- “Recommended for families seeking private transport”;
- “Our best-value option for the stated itinerary.”
Subjective promotional language must not be presented as independently verified fact.
Singapore’s competition and consumer authority has specifically warned that labels such as “best value” may mislead consumers when there is no proper basis for the ranking.
15. Private Tour Claims
Bintan Voyage may describe a service as a private tour where the confirmed land-tour vehicle and itinerary are reserved for one booking party and are not combined with unrelated tour groups.
A private-tour claim may include:
- Dedicated land transport;
- A group-specific itinerary;
- Personalised timing within the confirmed schedule;
- Direct trip support;
- Luggage assistance;
- Language support where confirmed.
Public ferries, hotels, airports, restaurants, attractions, immigration areas, and activity facilities may be used by other travellers.
Their public use does not change the private status of the confirmed land-tour service, provided that the distinction is communicated accurately.
16. All-Inclusive Claims
The term “all-inclusive” may be used where the applicable package clearly identifies the services included.
Depending on the package, these may include:
- Airport transfers;
- Singapore accommodation;
- Singapore transport;
- Ferry tickets;
- Bintan transfers;
- Bintan accommodation;
- Private vehicle;
- Guide;
- Activities;
- Meals;
- Attraction tickets;
- Return arrangements;
- Flight services;
- Insurance arrangements.
“All-inclusive” refers to the listed package components and does not automatically include every possible travel expense.
Personal expenditure, visas, unlisted meals, optional upgrades, excess baggage, gratuities, insurance, carrier charges, or other services remain excluded unless expressly stated.
17. Service-Quality Claims
Claims relating to personal service, clean vehicles, air conditioning, luggage assistance, arrival preparation, responsive support, or similar benefits must reflect established operating standards.
Approved descriptions may include:
- “Private and personally coordinated travel”;
- “Clean and presentable vehicles”;
- “Air-conditioned transport”;
- “Luggage assistance”;
- “Pre-arrival coordination”;
- “Direct support during the confirmed itinerary”;
- “Guest-focused private service.”
Service descriptions express the standard Bintan Voyage seeks to deliver.
A minor operational variation does not automatically invalidate the overall description, but material service failures should be addressed through the applicable complaint and service-recovery process.
18. Multilingual Service Claims
Bintan Voyage may advertise English, Indonesian, Mandarin, and Korean language support according to its available operational capability.
Where a particular guide language requires advance arrangement, advertising or booking communications should state that the service is:
- Available upon request;
- Subject to advance booking;
- Subject to guide availability;
- Confirmed in the final itinerary or booking document.
A general multilingual capability statement does not guarantee that every language is available for every date, package, or activity.
19. International-Market Claims
Bintan Voyage may communicate experience serving travellers from markets including:
- Singapore;
- China;
- Malaysia;
- India;
- Australia;
- United Kingdom;
- Philippines;
- Japan;
- France;
- South Korea.
Such statements describe relevant guest-service experience, market familiarity, language capability, or travel-planning knowledge.
They do not represent an exclusive limitation on the nationalities or countries Bintan Voyage may serve.
20. Availability and Inventory Claims
Availability claims should be based on current supplier information, booking records, or reservation systems.
Terms such as:
- “Available”;
- “Last room”;
- “Limited seats”;
- “Selling fast”;
- “Only two remaining”;
- “Offer ends today”;
must not be used unless there is a reasonable and current basis.
Artificial visitor counts, fabricated bookings, continuously resetting countdown timers, or false scarcity must not be used to pressure customers.
Singapore authorities have taken action against fabricated countdowns, false visitor numbers, and misleading discount claims used to create artificial urgency.
Availability may change between quotation and booking confirmation. The final written confirmation determines whether a service has been secured.
21. Discounts and Promotions
A discount claim should have a genuine comparison basis.
The reference price may be:
- A current standard selling price;
- A previously offered price;
- A supplier-authorised published price;
- A clearly identified package price;
- Another legitimate and relevant comparison.
Promotional content should not:
- Inflate a reference price to create an artificial discount;
- Present a permanent price as a temporary promotion;
- Conceal mandatory fees;
- Display an expired promotion as current;
- Use a countdown that restarts without a genuine deadline.
Material conditions should be stated near the promotion or made clearly accessible.
Generic wording such as “terms apply” should not be used to conceal a major exclusion or unavoidable charge.
22. “Free” and Complimentary Claims
The words “free,” “complimentary,” “included at no charge,” or similar expressions may be used where the item does not create an undisclosed compulsory charge.
Any important condition should be stated clearly, including:
- Minimum booking value;
- Required package;
- Travel period;
- Limited quantity;
- Applicable group size;
- Supplier condition;
- Other material restriction.
A complimentary component may form part of an overall paid package, provided that the statement does not mislead the customer about the total payable amount.
Singapore guidance states that a “free” claim must accurately reflect the offer and that important exclusions or incidental costs should be disclosed prominently.
23. Reviews and Testimonials
Bintan Voyage only publishes or promotes reviews and testimonials that it reasonably believes originate from genuine guests or legitimate business customers.
A testimonial may be supported by:
- A completed booking;
- A confirmed customer identity;
- A review-platform record;
- Customer correspondence;
- Consent to publication;
- Other reasonable verification.
Testimonials must not be fabricated, purchased as false reviews, or attributed to a person who did not provide them.
Minor editing may be performed for:
- Spelling;
- Grammar;
- Length;
- Privacy;
- Translation;
- Removal of irrelevant personal information.
Editing must not materially change the meaning or sentiment of the original statement.
24. Ratings and Review Scores
Published review scores should identify or clearly imply the relevant source.
Ratings may come from:
- Google;
- A recognised booking platform;
- A verified customer survey;
- Another legitimate review source.
A rating must not be presented as:
- A government rating;
- An independent award;
- A hotel star classification;
- A platform-wide score;
unless that description is accurate.
Review totals and scores may change over time. A historical screenshot may be used where it is not misleadingly presented as the current score.
25. Incentivised Reviews and Endorsements
Customers may be invited to provide an honest review after completing a service.
Where a review, endorsement, influencer post, familiarisation trip, complimentary service, discount, commission, or referral reward involves a material benefit, an appropriate disclosure should be made where required.
The benefit must not be conditional on the customer providing a positive review.
Bintan Voyage does not authorise:
- Fake reviews;
- Invented customer profiles;
- Review manipulation;
- Suppression of genuine criticism through threats;
- Incentives offered only for positive ratings;
- Misrepresentation of paid content as independent opinion.
26. Photographs, Videos, and Illustrations
Visual materials should accurately represent the destination, property, vehicle, activity, service type, or travel experience being described.
Bintan Voyage may use:
- Original photographs;
- Supplier-authorised photographs;
- Licensed stock images;
- Guest images used with permission;
- Illustrative graphics;
- Conceptual or staged images where appropriately presented.
Images must not intentionally create a materially false impression regarding:
- Room category;
- Vehicle size;
- Private or shared service;
- Group size;
- Destination;
- Included activity;
- Guaranteed view;
- Service availability;
- Supplier identity.
Where an image is illustrative rather than a photograph of the exact confirmed service, the surrounding content or booking documents should make that distinction reasonably clear.
27. Safety, Licensing, and Insurance Claims
Statements relating to licences, permits, qualifications, safety measures, or insurance must be based on relevant records or supplier information.
Advertising should distinguish between:
- A licensed provider;
- A registered business;
- An authorised operator;
- A trained guide;
- Safety equipment being available;
- Insurance being included;
- Insurance being optional or separately arranged.
A general safety statement must not be interpreted as a guarantee that travel or recreational activity is entirely without risk.
Insurance claims are governed by the applicable insurer’s policy wording, limits, exclusions, eligibility requirements, and claim procedures.
28. Environmental and Sustainability Claims
Environmental statements must be specific and reasonably supportable.
Terms such as:
- “Eco-friendly”;
- “Sustainable”;
- “Green”;
- “Carbon neutral”;
- “Environmentally responsible”;
should not be used as broad, unqualified claims unless supported by appropriate evidence.
More precise descriptions are preferred, such as:
- Use of a particular conservation programme;
- Waste-reduction activity;
- Community-based tourism involvement;
- Mangrove education;
- A supplier’s recognised environmental certification.
Vague environmental claims without clear supporting meaning may create a misleading impression.
29. Disclosures and Qualifications
A qualification should be:
- Visible;
- Readable;
- Understandable;
- Located reasonably close to the relevant claim;
- Suitable for the format and device;
- Consistent with the main message.
A disclosure must not contradict the main claim.
Important conditions should not be hidden only in:
- Small text;
- A distant webpage;
- An inaccessible image;
- A rapidly disappearing screen;
- An unrelated policy;
- A general “terms apply” statement.
The level of disclosure should correspond to the importance of the condition.
30. Advertising Approval
Material advertising should be reviewed before publication by an authorised Bintan Voyage representative.
Review may include:
- Confirming the advertised service;
- Identifying material factual claims;
- Checking the available evidence;
- Confirming current prices and validity;
- Reviewing partner names and brand assets;
- Confirming package inclusions and exclusions;
- Checking required qualifications;
- Approving the final content and publication period.
Routine operational content may use previously approved templates and verified information.
High-impact comparative, price-guarantee, licensing, safety, insurance, partnership, or exclusivity claims require additional review.
31. Claim Register
Bintan Voyage may maintain an internal register of important public claims.
The register may record:
- The approved wording;
- The claim category;
- Supporting evidence;
- Evidence owner;
- Approval date;
- Review date;
- Expiry or validity period;
- Applicable limitations;
- Pages or channels using the claim;
- Correction history.
A central record helps maintain consistency without requiring confidential evidence to be disclosed publicly.
32. Contractors, Affiliates, and Partners
Advertising agencies, designers, developers, affiliates, influencers, travel partners, resellers, guides, and other representatives must not create or publish claims on behalf of Bintan Voyage beyond the authority provided to them.
They must not:
- Invent prices or discounts;
- Promise unavailable services;
- Use unapproved superlatives;
- Misrepresent a supplier relationship;
- Guarantee outcomes without authority;
- Publish expired promotions;
- Alter package inclusions;
- Use unauthorised logos or images;
- Redirect payment to unauthorised accounts.
Bintan Voyage may require inaccurate or unauthorised content to be corrected, suspended, or removed.
33. Monitoring and Content Review
Bintan Voyage may periodically review:
- Website pages;
- Package descriptions;
- Prices;
- Promotions;
- Advertisements;
- Social-media content;
- Partner references;
- Review claims;
- Service descriptions;
- Business listings.
Content may be updated when:
- A rate changes;
- An offer expires;
- A supplier changes;
- Availability changes;
- A service is revised;
- Evidence is updated;
- An error is identified;
- A clarification is required.
The publication date or last-review date may be displayed where appropriate.
34. Corrections and Withdrawal
When a material advertising error is confirmed, Bintan Voyage may:
- Correct the content;
- Add clarification;
- Suspend the advertisement;
- Remove the claim;
- Notify affected customers;
- Replace an outdated price;
- Correct a partner reference;
- Update a booking page;
- Preserve a record of the correction.
Correcting or withdrawing content does not constitute an admission of legal liability.
The effect of an error on a specific booking will be assessed according to:
- The final booking documents;
- Communications with the customer;
- The nature of the error;
- Customer reliance;
- Supplier conditions;
- Applicable law.
35. Complaints About Advertising
Customers, suppliers, rights holders, or authorised representatives may report advertising believed to be inaccurate, outdated, misleading, or unauthorised.
Requests should be submitted to:
The report should include:
- The affected page or advertisement;
- A screenshot or copy;
- The disputed wording or image;
- The reason for the concern;
- Supporting evidence where available;
- The requested correction.
Bintan Voyage may temporarily restrict disputed content while reviewing a credible complaint.
36. Records and Retention
Bintan Voyage may retain advertising and substantiation records for:
- Active campaigns;
- Supplier administration;
- Booking support;
- Accounting;
- Audit;
- Complaint handling;
- Dispute resolution;
- Legal compliance;
- Historical verification;
- Fraud prevention.
Records may include:
- Approved copy;
- Screenshots;
- Price files;
- Supplier confirmations;
- Claim evidence;
- Review approvals;
- Publication dates;
- Correction records.
Confidential records will not ordinarily be made publicly available.
37. No General Guarantee
Advertising describes the service, package, benefit, or arrangement offered under the stated conditions.
Unless expressly confirmed in writing, advertising does not guarantee:
- Permanent availability;
- Unchanged pricing;
- A specific supplier;
- A particular guide;
- Exact weather conditions;
- Uninterrupted ferry or flight operations;
- A result dependent on an independent provider;
- Services not included in the final booking confirmation.
The final quotation, invoice, itinerary, voucher, booking confirmation, and applicable terms determine the services agreed for a particular booking.
38. Policy Precedence
This Policy establishes Bintan Voyage’s general advertising and claim-substantiation standards.
For an individual reservation, the following documents take precedence concerning the confirmed service:
- Signed service agreement;
- Final invoice;
- Written booking confirmation;
- Confirmed itinerary or voucher;
- Applicable supplier or carrier terms;
- Cancellation and refund terms.
Nothing in this Policy removes a customer right or business obligation that cannot lawfully be excluded.
39. Policy Review
This Policy may be updated when there is a material change to:
- Advertising practices;
- Consumer-protection requirements;
- Services or packages;
- Pricing procedures;
- Supplier arrangements;
- Booking channels;
- Review practices;
- Bintan Voyage operations.
The version published on the official Bintan Voyage website is the current public version.
40. Advertising Integrity Statement
Bintan Voyage is committed to presenting its services, prices, supplier relationships, private-tour standards, and travel experience accurately. Material public claims are based on appropriate business, supplier, booking, operational, or customer records, while confidential contracts, rates, and commercial information remain protected.
41. Official Contact
Bintan Voyage
Operated by PT Bintan Voyage International
Business Identification Number: 2306260219563
Office: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Website: bintanvoyage.com
WhatsApp and telephone: +62 812 6182 0197
Bookings: sales@bintanvoyage.com
Advertising, corporate, and policy matters: office@bintanvoyage.com
Operating hours: Daily, 8:00 AM to 11:00 PM Singapore Time