Consumer Fair Trading Policy

Policy Status: Public
Version: 1.0
Effective Date: Upon Publication
Policy Administrator: Bintan Voyage Customer and Commercial Operations
Official Contact: office@bintanvoyage.com

1. Purpose

This Consumer Fair Trading Policy explains the standards Bintan Voyage applies when offering, selling, confirming, coordinating, and supporting travel services.

Its purposes are to:

Provide customers with clear and reliable booking information;
Present prices and package conditions transparently;
Prevent misleading, coercive, or unfair sales practices;
Ensure that customer consent is obtained before material services or charges are added;
Provide reasonable procedures for booking changes, service issues, complaints, and refunds;
Protect customers from impersonation and unauthorised payment instructions;
Protect Bintan Voyage from fraudulent claims, misuse of quotations, chargeback abuse, and inaccurate customer information;
Maintain fair commercial relationships with customers and service providers.

This Policy applies to enquiries, quotations, bookings, payments, travel documents, private tours, accommodation, transport, ferry arrangements, activities, events, and other services sold or coordinated through official Bintan Voyage channels.

2. Official Operator

Bintan Voyage is operated by:

PT Bintan Voyage International
Business Identification Number: 2306260219563
Registered Business Activity: Travel agency and tour operator services, tourist transportation, vehicle rental, domestic sea transportation for tourism, water-based tourism, event organising, event catering, recreational activities, related travel services, and commercial digital platform activities.
Registered Office: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Official Website: bintanvoyage.com

PT Bintan Voyage International is the registered business operator behind the Bintan Voyage brand. Its official business record confirms the company name, Business Identification Number, registered address, and travel-agency activity.

For the purposes of this Policy, “Bintan Voyage,” “we,” “us,” and “our” refer to PT Bintan Voyage International and persons authorised to act on its behalf.

“Customer” refers to the person, organisation, group representative, or booking party requesting or purchasing services from Bintan Voyage.

3. Fair Trading Commitment

Bintan Voyage conducts customer transactions according to the following principles:

Clear information;
Transparent pricing;
Honest package descriptions;
Informed customer decisions;
No undisclosed mandatory charges;
No unauthorised additions;
No false scarcity or fabricated urgency;
No misleading supplier or service representations;
Reasonable complaint handling;
Respect for applicable customer rights;
Protection of confidential business and customer information.

Fair treatment does not require Bintan Voyage to disclose confidential supplier contracts, net rates, commissions, commercial margins, internal costing, negotiation records, or information belonging to another customer.

4. Information Provided Before Booking

Before requesting payment for a confirmed package, Bintan Voyage will provide sufficient information to identify the principal booking terms.

Depending on the service, this may include:

Package or service name;
Travel dates;
Number of travellers;
Accommodation or room category;
Transport arrangement;
Ferry or flight arrangement;
Private or shared service status;
Activities and attractions;
Meals or other inclusions;
Material exclusions;
Total price or pricing basis;
Payment currency;
Deposit or payment requirement;
Quotation validity;
Cancellation conditions;
Important supplier restrictions.

Information may be provided through the website, quotation, invoice, itinerary, voucher, booking confirmation, email, WhatsApp, or another official booking document.

The final written booking documents determine the services confirmed for a particular reservation.

5. Clear Package Descriptions

Bintan Voyage aims to describe packages in a manner that enables customers to understand what they are purchasing.

Package descriptions should distinguish between:

Included and optional services;
Confirmed and requested services;
Private and shared services;
Standard and upgraded services;
Accommodation-only and complete-package arrangements;
Bintan-only and Singapore–Bintan arrangements;
Services operated by Bintan Voyage and services delivered by independent providers.

An item shown in a destination photograph, illustration, sample itinerary, website category, or promotional page is not automatically included unless it appears in the customer’s written quotation or booking confirmation.

6. Transparent Pricing

Bintan Voyage will disclose the customer-facing price applicable to the selected package or service.

The disclosed price may be presented as:

A total package price;
A per-person price;
A room price;
A group price;
A vehicle price;
A starting price;
A supplement or upgrade price.

Where relevant, the quotation will identify material pricing conditions such as:

Minimum occupancy;
Number and age of travellers;
Room category;
Travel period;
Weekend or holiday surcharge;
Private or shared arrangement;
Taxes;
Ferry or airline charges;
Optional upgrades;
Other material conditions.

A customer-facing price may include accommodation, transport, activities, operational coordination, booking administration, customer support, taxes, and other package components.

Bintan Voyage is not required to provide a breakdown of supplier net costs, internal margins, commissions, or commercial arrangements.

7. No Hidden Mandatory Charges

Bintan Voyage will not intentionally conceal a mandatory charge that is known and reasonably calculable when the booking is confirmed.

Additional charges may arise after confirmation where they result from:

Customer-requested changes;
Additional travellers;
Additional rooms or nights;
Optional upgrades;
Excess baggage;
Additional waiting time;
Route changes;
Supplier-imposed changes;
Government taxes or levies introduced after confirmation;
Currency or carrier adjustments permitted under the booking terms;
Services required because of a travel disruption;
Other circumstances not included in the original arrangement.

Where reasonably practicable, the customer will be informed of the additional charge before the revised or additional service is accepted.

8. Optional Services and Customer Consent

Optional services must not be treated as accepted merely because the customer did not expressly reject them.

Optional additions may include:

Room upgrades;
Additional activities;
Insurance;
Meals;
Additional transfers;
Special guides;
Photographers;
Celebration arrangements;
Additional nights;
Flight arrangements;
Other supplementary services.

An optional service becomes chargeable when the customer approves it through an accepted booking channel or where it is subsequently confirmed in writing.

Bintan Voyage may request a deposit or full payment before reserving an optional service.

9. Quotation Validity

A quotation is based on the information, rates, and availability known when it is issued.

Unless stated otherwise:

A quotation does not guarantee inventory;
A quotation does not constitute a confirmed reservation;
Prices remain subject to supplier confirmation;
Availability may change before payment and confirmation;
Expired quotations may be recalculated;
Changes in dates, travellers, room type, itinerary, or services may change the price.

The validity period stated in the quotation applies to the quoted commercial terms, but actual inventory remains subject to confirmation unless a written hold has been placed.

10. Booking Acceptance and Confirmation

A booking is accepted only when the applicable requirements have been completed and Bintan Voyage has issued written confirmation.

Requirements may include:

Customer approval;
Accurate passenger information;
Deposit or payment;
Supplier confirmation;
Signed terms;
Passport or ticketing information;
Other booking-specific requirements.

Payment alone does not necessarily mean that every requested component has been secured where supplier confirmation remains pending.

Where a requested component cannot be confirmed after payment, Bintan Voyage may offer:

An alternative service;
A revised itinerary;
A price adjustment;
A credit;
A refund of the unconfirmed component;
Another reasonable solution.

11. Customer-Facing Documents

Depending on the booking, customers may receive:

Quotation;
Invoice;
Payment confirmation;
Booking confirmation;
Itinerary;
Travel voucher;
Hotel confirmation;
Ferry or flight documentation;
Transfer schedule;
Activity voucher;
Meeting-point instructions;
Support contact information.

Customers should review these documents promptly.

Any error involving passenger names, dates, routes, room details, or other important booking information must be reported without delay.

Corrections requested after a supplier deadline may be subject to availability, administration fees, fare differences, or supplier charges.

12. Accurate Price Promotions

Promotional prices, discounts, starting prices, and package offers must have a reasonable commercial basis.

A promotional offer may be subject to:

Booking dates;
Travel dates;
Minimum occupancy;
Limited inventory;
Selected room categories;
Selected activities;
Advance payment;
Non-refundable conditions;
Blackout dates;
Other clearly stated requirements.

Bintan Voyage does not intentionally use fabricated reference prices, permanently resetting countdowns, or false inventory messages to pressure customers.

A promotion may be withdrawn or amended in accordance with its published conditions, supplier availability, or applicable booking terms.

13. Best Price and Comparative Offers

Where Bintan Voyage offers a Best Price Guarantee or comparative price statement, the comparison must involve materially comparable services.

Relevant factors include:

Same travel dates;
Same property;
Same room category;
Same occupancy;
Same number and age of travellers;
Same private or shared arrangement;
Same tour duration;
Same transport category;
Same ferry arrangement;
Same activities;
Same meals;
Same taxes and surcharges;
Same payment and cancellation conditions.

A shared tour, shared vehicle, restricted-rate package, or limited-service offer is not equivalent to a private package with broader inclusions.

Eligibility and review procedures are governed by the applicable Best Price Guarantee Policy.

14. Private Tour Representation

A service may be described as private where the confirmed land-tour vehicle or itinerary is assigned to one booking party and is not combined with unrelated tour groups.

A private arrangement may include:

Dedicated vehicle;
Group-specific itinerary;
Direct travel coordination;
Flexible timing within the confirmed plan;
Luggage assistance;
Guide or language support where confirmed.

Public ferries, hotels, terminals, restaurants, attractions, immigration facilities, and activity venues may be shared with other visitors.

The use of public facilities does not change the private status of the confirmed land-tour arrangement.

15. No Unfair Pressure

Bintan Voyage will not intentionally use intimidation, harassment, fabricated emergencies, or deceptive urgency to obtain a booking or payment.

Legitimate booking deadlines may apply where they are based on:

Supplier inventory;
Ferry or airline ticketing deadlines;
Promotional periods;
Room-release dates;
Payment due dates;
Event capacity;
Other genuine operational limitations.

Customers remain free to accept or decline a quotation before confirmation.

Bintan Voyage may release unconfirmed inventory when the stated booking or payment deadline passes.

16. Direct Booking and Authorised Channels

Customers may book directly through official Bintan Voyage channels.

Official channels include:

Website: bintanvoyage.com
Bookings: sales@bintanvoyage.com
Corporate and formal matters: office@bintanvoyage.com
WhatsApp and telephone: +62 812 6182 0197

Customers should not rely on payment requests or booking changes issued through an unverified account, email address, telephone number, or social-media profile.

Bintan Voyage may use authorised travel partners, payment providers, or service providers for particular arrangements. Where another party is the authorised payment recipient or document issuer, this should be identified in the relevant booking communication.

17. Supplier Relationships

Bintan Voyage works with hotels, resorts, villas, transport providers, ferry operators, activity operators, restaurants, venues, guides, ticketing providers, and other travel-service suppliers.

A supplier may be selected based on:

Availability;
Suitability;
Price;
Quality;
Capacity;
Service history;
Location;
Safety considerations;
Customer requirements;
Other booking factors.

Supplier references do not imply common ownership, legal partnership, exclusivity, or permanent availability.

The confirmed booking documents identify the supplier or service assigned to a particular reservation where that information is relevant.

18. Service Substitution

A confirmed service may become unavailable because of circumstances including:

Room inventory changes;
Maintenance;
Supplier closure;
Vehicle breakdown;
Ferry or flight disruption;
Weather;
Safety restrictions;
Private events;
Government directions;
Other operational circumstances.

Where a material service becomes unavailable, Bintan Voyage will use reasonable efforts to offer an appropriate response.

This may include:

A comparable alternative;
An upgraded alternative;
A revised schedule;
A revised itinerary;
Rebooking;
Credit;
Refund of the affected unprovided component;
Another reasonable solution.

The suitability of an alternative will be assessed according to the original booking, availability, timing, price, service level, and surrounding circumstances.

19. Clerical, Technical, and Pricing Errors

Bintan Voyage takes reasonable steps to maintain accurate prices and booking information, but clerical, system, currency, supplier-feed, or calculation errors may occasionally occur.

Where an obvious or material error is identified before booking confirmation, Bintan Voyage may:

Correct the quotation;
Withdraw the erroneous offer;
Issue a revised quotation;
Invite the customer to accept the corrected arrangement.

Where an error is identified after payment or confirmation, Bintan Voyage will review:

The nature of the error;
The customer’s reasonable understanding;
The booking status;
Supplier commitments;
Services already provided;
Applicable law.

Bintan Voyage may propose correction, an alternative, price adjustment, credit, or refund where appropriate.

Correcting an error does not automatically constitute an admission of liability.

20. Customer-Requested Changes

Customers may request changes to a confirmed booking.

Changes may involve:

Dates;
Passenger names;
Group size;
Accommodation;
Room category;
Transport;
Ferry or flight;
Activities;
Meals;
Other itinerary components.

Requested changes are subject to:

Availability;
Supplier approval;
Fare differences;
Rate differences;
Administration charges;
Cancellation conditions;
New payment deadlines.

A change becomes effective only when confirmed by Bintan Voyage in writing.

21. Cancellations and Refunds

Cancellation and refund eligibility depends on:

The applicable booking terms;
The cancellation date;
Supplier conditions;
Carrier fare rules;
Non-refundable components;
Services already provided;
Amounts recoverable from suppliers;
Payment-processing conditions;
Other booking-specific factors.

Submitting a cancellation or refund request does not automatically establish refund eligibility.

Where a refund is approved, processing time may depend on supplier settlement, carrier processing, banking procedures, payment providers, and the complexity of the booking.

Detailed procedures are governed by the Bintan Voyage Cancellation and Refund Policy and the customer’s confirmed booking terms.

22. Travel Disruptions

Travel may be affected by events outside Bintan Voyage’s reasonable control, including:

Severe weather;
Marine conditions;
Flight or ferry delays;
Carrier cancellation;
Immigration congestion;
Government restrictions;
Public emergencies;
Supplier closure;
Mechanical failure;
Other force-majeure events.

Bintan Voyage will use reasonable efforts to assist with an available practical solution.

Additional accommodation, replacement tickets, alternative transport, meals, or other recovery services may involve additional charges where the cost is not recoverable from the original provider or included in applicable insurance.

23. Independent Service Providers

Hotels, airlines, ferry companies, transport operators, activity providers, restaurants, venues, and other suppliers may operate as independent businesses.

Each independent provider remains responsible for the services, personnel, facilities, vehicles, equipment, schedules, operating decisions, and regulatory obligations under its control.

Bintan Voyage remains responsible for:

Accurately communicating the confirmed package;
Coordinating included services;
Maintaining booking records;
Communicating material information received;
Assisting with reasonable supplier escalation;
Supporting the customer during the confirmed itinerary.

Nothing in this Policy creates common ownership, a joint venture, employment relationship, or general authority for one independent provider to bind another.

24. Customer Responsibilities

Customers are responsible for:

Providing accurate names and travel information;
Reviewing quotations and booking documents;
Holding valid passports and travel documents;
Obtaining required visas or entry approvals;
Meeting immigration and customs requirements;
Arriving on time;
Following carrier and supplier instructions;
Disclosing relevant mobility or participation requirements;
Paying confirmed amounts by the stated deadline;
Protecting personal belongings;
Reporting errors and service issues promptly.

Bintan Voyage is not responsible for consequences caused by inaccurate information, invalid documents, refusal of entry, late arrival, unauthorised independent arrangements, or failure to comply with applicable travel requirements.

25. Families, Seniors, and Additional Assistance

Bintan Voyage may arrange appropriate assistance for:

Families with children;
Senior travellers;
School groups;
Guests with mobility needs;
Guests requiring dietary support;
Guests requiring language assistance.

Requests should be communicated before booking or as early as reasonably possible.

Availability may depend on the supplier, vehicle, property, activity, equipment, destination, and advance notice.

A request is confirmed only when it appears in the written booking documents.

26. Fair Handling of Complaints

Customers may submit a complaint concerning:

Booking information;
Payment;
Service delivery;
Supplier performance;
Travel documents;
Package inclusions;
Refund processing;
Other confirmed services.

Complaints should include:

Customer name;
Booking reference;
Travel date;
Description of the issue;
Supporting documents or photographs;
Requested resolution.

Formal complaints may be sent to:

office@bintanvoyage.com

Urgent matters during an active trip should be reported through:

+62 812 6182 0197

Bintan Voyage will review the available booking records, communications, supplier information, payment records, and surrounding circumstances before determining an appropriate response.

27. Reasonable Remedies

Where a confirmed service has not been delivered as agreed, an appropriate remedy may include:

Clarification;
Correction;
Replacement service;
Itinerary adjustment;
Rebooking;
Service credit;
Partial refund;
Refund of an unprovided component;
Another proportionate solution.

The remedy will depend on:

The confirmed service;
Nature and impact of the issue;
Portion of the service affected;
Whether corrective action was offered;
Customer conduct;
Supplier conditions;
Supporting evidence;
Applicable law.

A minor variation that does not materially reduce the overall service does not automatically entitle the customer to a full package refund.

28. Fraudulent or Abusive Claims

Bintan Voyage may investigate and contest claims involving:

False information;
Altered documents;
Duplicate refund requests;
Services that were received but reported as undelivered;
Unauthorised chargebacks;
Deliberate damage;
Threats intended to obtain benefits not included in the booking;
Misuse of confidential quotations;
Other fraudulent conduct.

Bintan Voyage may preserve and use booking records, payment evidence, supplier confirmations, photographs, messages, vehicle records, or other legitimate evidence when reviewing a dispute.

Nothing in this section prevents a customer from making a genuine complaint or exercising a lawful right.

29. Records and Transaction Evidence

Bintan Voyage may retain records relating to:

Enquiries;
Quotations;
Customer approvals;
Invoices;
Payments;
Supplier confirmations;
Travel documents;
Customer communications;
Service-delivery records;
Complaints;
Refunds;
Resolutions.

Records may be retained for booking administration, customer support, accounting, audit, fraud prevention, dispute resolution, and applicable legal obligations.

Customer and supplier information is handled according to the applicable privacy and confidentiality policies.

30. Rights That Cannot Be Excluded

Nothing in this Policy excludes, restricts, or modifies a customer right, remedy, or business obligation that cannot lawfully be excluded under applicable law.

Any limitation, allocation of responsibility, supplier condition, or booking term is effective only to the extent permitted by applicable law.

31. Relationship With Other Policies

This Policy should be read together with:

Terms and Conditions;
Cancellation and Refund Policy;
Privacy Policy;
Advertising and Claim Substantiation Policy;
Tourism Licensing and Cross-Border Compliance Policy;
Supplier Partnership Verification Policy;
Contracted Rate Confidentiality Policy;
Best Price Guarantee Policy;
Private Tour Policy.

This Policy addresses fairness across the customer transaction. The related policies provide additional detail for specific matters.

32. Booking-Document Precedence

For a particular booking, the following documents take precedence regarding the confirmed service:

Signed service agreement;
Final invoice;
Written booking confirmation;
Confirmed itinerary or voucher;
Supplier- or carrier-specific conditions disclosed for the booking;
Applicable cancellation and refund terms.

General website content and sample itineraries do not replace the final written booking confirmation.

33. Policy Review

This Policy may be updated when there is a material change to:

Consumer-protection requirements;
Booking procedures;
Payment channels;
Package structures;
Supplier arrangements;
Complaint procedures;
Bintan Voyage operations.

The version published on the official Bintan Voyage website is the current public version.

34. Fair Trading Statement

Bintan Voyage is committed to clear package information, transparent customer-facing prices, informed booking decisions, approved payment channels, accurate booking documents, and reasonable complaint handling. Confidential supplier rates and internal commercial information remain protected, while customers receive the information required to understand and confirm their travel arrangements.

35. 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
Consumer, complaint, and policy matters: office@bintanvoyage.com
Operating hours: Daily, 8:00 AM to 11:00 PM Singapore Time