Last updated: June 29, 2026
This Cancellation and Refund Policy explains the payment, cancellation, refund, and service adjustment rules for bookings made with Bintan Voyage.
Bintan Voyage is operated by PT. Bintan Voyage International, a licensed travel service provider and Bintan tour operator based in Bintan, Riau Islands, Indonesia. License No.: 2306260219563.
For tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
For office administration, legal matters, policy matters, complaints, and refund questions: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
1. General Policy
Bintan Voyage aims to provide clear payment terms, fair cancellation handling, and practical refund arrangements for guests.
As a standard booking rule, a minimum 30% deposit is required to secure a booking. This helps Bintan Voyage confirm the service, reserve the required arrangement, coordinate with suppliers, prepare transport, and secure the confirmed travel schedule.
Refund eligibility depends on the package type, payment method, cancellation timing, service status, supplier arrangement, written booking confirmation, and supporting evidence.
The final reference for each booking is the written confirmation sent by Bintan Voyage through email, WhatsApp, invoice, or official booking document.
Guests should read and confirm the payment terms, inclusions, exclusions, cancellation terms, and refund conditions before making a deposit or confirming a booking.
2. Hotel-Inclusive Packages
Hotel-inclusive packages include accommodation, resort stay, room allocation, hotel-related arrangements, or bundled travel services that include a hotel or resort component.
These packages usually require advance payment because hotel rooms, room rates, supplier allocations, transport planning, and activity arrangements must be secured before the guest arrives.
Pay on Arrival is not available for hotel-inclusive packages unless Bintan Voyage gives written approval for a special case. In most cases, hotel-inclusive packages require deposit or advance payment.
2.1 Payment Terms for Hotel-Inclusive Packages
For hotel-inclusive packages, the standard payment terms are:
- A 30% deposit is required upon confirmation to secure the booking.
- The remaining balance of 70% must be settled 7 days before arrival.
- Payment can be made by bank transfer to the account provided by Bintan Voyage.
- Guests must send payment proof after the transfer has been completed.
- The booking is confirmed only after the required payment has been received and verified by Bintan Voyage.
Different payment terms may apply during peak season, public holidays, group bookings, corporate bookings, special hotel arrangements, or supplier-specific conditions. Any different terms will be confirmed in writing before payment.
3. Cancellation Policy for Hotel-Inclusive Packages
The standard cancellation policy for hotel-inclusive packages is:
Cancellation made 7 days or more before arrival
No cancellation charge applies.
If a deposit has been paid, the deposit is refundable, subject to bank transfer fees, currency conversion charges, third-party payment fees, or administrative charges where applicable.
Cancellation made less than 7 days before arrival
50% of the deposit is refundable.
The remaining 50% of the deposit is non-refundable because the booking may already involve hotel allocation, supplier commitment, room holding, administrative work, transport planning, activity coordination, or operational preparation.
No-show
If the guest does not arrive on the confirmed travel date, the booking may be treated as a no-show.
No-show bookings are generally non-refundable.
This includes failure to arrive due to missed ferry, incorrect travel date, incomplete travel documents, immigration issue, late arrival without notice, failure to follow confirmed travel instructions, or failure to contact Bintan Voyage before the confirmed service time.
4. Pay on Arrival Packages
Some Bintan Voyage packages may be available under a Pay on Arrival arrangement.
Pay on Arrival is a special payment option for guests who are not yet comfortable paying a deposit before arrival. This option is not the default payment method. The default booking requirement remains a minimum 30% deposit.
Pay on Arrival is available only when approved in writing by Bintan Voyage through WhatsApp confirmation from the Sales Team.
Pay on Arrival applies only to selected non-hotel packages and packages that do not include ferry tickets. It does not apply to hotel-inclusive packages, ferry-inclusive packages, resort bookings, peak-season bookings, corporate events, large groups, supplier-prepaid services, or arrangements that require advance payment.
To request Pay on Arrival, the guest must show a confirmed ferry booking before the Sales Team can review the request.
Bintan Voyage may limit Pay on Arrival availability during peak season, public holidays, high-demand periods, or dates with limited supplier capacity. Pay on Arrival is not guaranteed unless the Sales Team confirms availability through WhatsApp.
5. Payment Terms for Pay on Arrival Packages
For approved Pay on Arrival packages:
- The guest must show a confirmed ferry booking before the Pay on Arrival request can be reviewed.
- Pay on Arrival must be approved by the Bintan Voyage Sales Team through WhatsApp.
- The package must be a selected non-hotel package and must not include ferry tickets.
- The guest pays upon arrival in Bintan, based on the amount confirmed in writing.
- The remaining balance, if any, must be settled after the activity or service is completed.
- Payment must be made through the method agreed with Bintan Voyage.
- Guests must check the itinerary, service details, inclusions, exclusions, and payment amount before the activity starts.
- Any concern about the service should be reported as soon as possible during the trip so our team can review and respond promptly.
Bintan Voyage reserves the right to decline Pay on Arrival requests if the package, travel date, supplier condition, group size, peak-season demand, or operational requirement does not support this payment option.
6. Refund or Adjustment for Pay on Arrival Packages
For Pay on Arrival packages, Bintan Voyage applies a fair service-based refund or price adjustment approach.
6.1 If the service is delivered as confirmed
If the activity, tour, transfer, or service is delivered as confirmed in the written arrangement, the full agreed payment must be completed.
6.2 If part of the service is not delivered as confirmed
If part of the activity or service is not delivered as confirmed, and the issue is caused by Bintan Voyage or our assigned operational team, Bintan Voyage may provide a proportional refund or price adjustment based on the affected part of the service.
The adjustment will be calculated based on the value of the activity or service that was not properly delivered.
Completed services, used transport, completed activities, meals already provided, entrance tickets already used, confirmed supplier costs, and third-party costs already incurred may not be refundable.
6.3 If the activity is cancelled due to Bintan Voyage’s fault
If an activity or service cannot proceed due to an error or fault from Bintan Voyage or our assigned operational team, and no suitable replacement is provided, the affected activity or service will be refunded 100%.
If the guest has not yet paid for the affected activity, the guest will not be charged for that activity.
6.4 If the guest chooses not to join an activity
If the guest decides not to join an activity after it has been arranged, prepared, reserved, or made available as confirmed, the activity may remain chargeable.
Refund or adjustment will depend on the timing, reason, supplier terms, service status, and whether costs have already been committed.
7. Service Issues and Proportional Refunds
A proportional refund may be considered when:
- A confirmed activity is not provided.
- A confirmed inclusion is missing.
- A service is materially different from the written confirmation.
- A delay or operational issue caused by Bintan Voyage significantly affects the confirmed activity.
- A replacement service is not reasonably suitable.
- The issue is reported during the trip or as soon as reasonably possible.
- The guest provides enough information for Bintan Voyage to review the case.
A proportional refund is not automatically based on personal preference, change of mind, weather preference, personal dissatisfaction, or expectations that were not included in the written confirmation. It is based on the confirmed booking, actual service delivered, available evidence, supplier conditions, and the part of the service affected.
8. Situations That May Not Qualify for Refund
Refunds may not apply when the issue is caused by factors outside Bintan Voyage’s reasonable control, including:
- Guest delay
- Missed ferry
- Immigration issue
- Invalid passport or visa problem
- Incorrect travel date or pickup information provided by the guest
- Guest no-show
- Guest decision to skip an activity
- Weather conditions
- Sea conditions
- Traffic delays
- Government restrictions
- Ferry schedule changes
- Supplier rules or third-party operational decisions
- Personal expenses
- Unused services caused by the guest’s own decision or delay
- Failure to follow confirmed travel instructions
- Failure to bring required documents, clothing, equipment, or personal items
- Force majeure events or safety-related operational changes
Bintan Voyage will still make reasonable efforts to assist with practical alternatives where possible.
9. Weather, Safety, and Operational Changes
Some activities depend on weather, sea conditions, tide, visibility, road conditions, supplier readiness, operational capacity, or safety requirements.
Weather-sensitive or safety-sensitive activities may include snorkeling, boat tours, mangrove tours, fireflies tours, water sports, outdoor sightseeing, ATV, UTV, beach activities, and outdoor team-building activities.
If an activity cannot safely operate, Bintan Voyage may offer one or more of the following:
- Revised itinerary
- Delayed activity
- Alternative activity
- Rescheduling, subject to availability
- Proportional refund, if applicable under the package terms
- No charge for an activity that was not provided due to Bintan Voyage’s fault
Safety decisions may be made by Bintan Voyage, the activity operator, boat operator, hotel, resort, local authority, or relevant supplier.
Bintan Voyage will prioritize guest safety, operational feasibility, and clear communication when changes are required.
10. Refund Process
If a refund is approved, Bintan Voyage will process the refund using a practical and traceable method.
To process a refund, guests may need to provide:
- Booking name
- Travel date
- Booking confirmation or invoice
- Payment proof
- Bank account, Wise details, or other agreed refund method
- Description of the refund reason
- Supporting evidence, if relevant
Approved refunds are usually processed within 7 to 14 business days after confirmation of refund eligibility and receipt of complete refund details.
Bank fees, transfer fees, currency conversion charges, third-party payment fees, or payment gateway charges may be deducted from the refund amount where applicable.
Refund timing may also depend on the receiving bank, payment provider, currency conversion process, public holidays, or incomplete refund information.
11. How to Request a Refund
Refund requests must be submitted through Bintan Voyage official communication channels.
For booking and service-related refund requests:
Email: sales@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
For administrative, legal, complaint, or policy-related refund matters:
Email: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
Please include:
- Guest name
- Booking date
- Travel date
- Package name
- Amount paid
- Reason for refund request
- Payment proof
- Relevant screenshots, photos, or supporting evidence
- Preferred refund method
Bintan Voyage may request additional information if the details provided are incomplete or unclear.
12. Important Notes
- The default booking requirement is a minimum 30% deposit unless Bintan Voyage approves a different payment arrangement in writing.
- Pay on Arrival is available only for selected non-hotel packages and packages that do not include ferry tickets.
- Pay on Arrival requires a confirmed ferry booking and WhatsApp approval from the Bintan Voyage Sales Team.
- Pay on Arrival availability may be limited during peak season, public holidays, and high-demand periods.
- All refund requests are reviewed based on written booking confirmation, actual service delivery, payment records, supplier terms, and available evidence.
- The refund policy may differ for special packages, corporate bookings, large groups, peak season bookings, hotel-inclusive bookings, ferry-inclusive bookings, or supplier-specific arrangements.
- Any special cancellation or refund terms will be confirmed in writing before booking.
- Guests should read and confirm the payment terms before making a deposit, requesting Pay on Arrival, or approving a booking.
- Bintan Voyage reserves the right to refuse refund claims that are false, abusive, unsupported, submitted in bad faith, or inconsistent with the confirmed booking terms.
- Bintan Voyage does not guarantee refunds for unused services caused by guest delay, guest no-show, incomplete travel documents, missed ferry, or personal decision to skip confirmed services.
- This policy is intended to provide transparent guidance for guests and may be updated when our service process, supplier terms, payment process, or operational requirements change.
13. Contact Information
Bintan Voyage
Operated by PT. Bintan Voyage International
License No.: 2306260219563
WhatsApp / Phone: +62 812 6182 0197
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and refund questions: office@bintanvoyage.com
Address: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Operating Hours: Open daily, 8:00 AM to 11:00 PM Singapore Time
KakaoTalk: BintanVoyage
WeChat: QR code available in the footer
Website: bintanvoyage.com