Last updated: June 29, 2026
Bintan Voyage is committed to operating with honesty, transparency, responsibility, and respect. This Ethics Policy explains the standards we apply when communicating with travelers, arranging bookings, working with partners, publishing travel content, using visuals, handling payments, and responding to concerns.
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
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and ethics concerns: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
Office 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
1. Purpose of This Policy
This policy sets the ethical standards for Bintan Voyage as a licensed travel service provider and Bintan tour operator.
The purpose of this policy is to:
- Protect traveler trust
- Keep booking information clear and accurate
- Avoid misleading claims
- Explain our payment and service communication standards
- Set expectations for staff, contractors, guides, drivers, partners, and suppliers
- Support fair and respectful treatment of guests
- Guide responsible use of travel content, guest photos, edited visuals, and AI-assisted images
- Provide a clear reporting channel for ethical concerns
- Improve our service process when valid concerns are identified
We use this policy as a practical operating standard, not only as a public statement.
2. Scope of This Policy
This policy applies to:
- Bintan Voyage management and staff
- Contractors and freelancers working on behalf of Bintan Voyage
- Guides, drivers, and operational support teams assigned through Bintan Voyage
- Local partners involved in service delivery
- Hotels, resorts, restaurants, activity operators, and transport providers when they support confirmed Bintan Voyage arrangements
- Website pages, blog posts, package descriptions, social media content, guest communication, and public marketing materials
- Booking, payment, refund, complaint, and service adjustment communication
Some services may involve independent third-party suppliers. While Bintan Voyage may not directly control every third-party action, we expect partners involved in our confirmed arrangements to follow basic standards of honesty, safety, respect, and clear communication.
3. Core Ethics Principles
3.1 Honesty and No Misrepresentation
Bintan Voyage aims to communicate clearly and truthfully.
We avoid misleading claims about:
- Package inclusions
- Package exclusions
- Prices
- Deposit requirements
- Pay on Arrival eligibility
- Ferry arrangements
- Hotel or resort arrangements
- Pickup and drop-off points
- Activity duration
- Activity availability
- Weather-sensitive activities
- Safety conditions
- Refund eligibility
- Supplier rules
- Travel timing
- Guest requirements
Written booking confirmation is the main reference for each confirmed booking.
If a website page, social media post, or general marketing material differs from a written booking confirmation issued by Bintan Voyage, the written booking confirmation applies to that specific booking.
3.2 Clear Pricing and Payment Terms
Bintan Voyage aims to make payment terms clear before guests confirm a booking.
As a standard booking rule, a minimum 30% deposit is required to secure a booking. This helps us reserve the service, coordinate suppliers, prepare transport, and secure the confirmed travel schedule.
Pay on Arrival is a special payment option for selected non-hotel packages and packages that do not include ferry tickets. It is available only when the guest shows a confirmed ferry booking and the Bintan Voyage Sales Team confirms availability through WhatsApp.
Pay on Arrival is not guaranteed. It may be limited during peak season, public holidays, high-demand dates, or supplier-limited periods.
We do not want guests to feel pressured into unclear payment decisions. Guests should ask our Sales Team before payment if any package detail, deposit rule, Pay on Arrival condition, cancellation term, or refund term is unclear.
3.3 Fair and Respectful Treatment
Bintan Voyage expects respectful treatment of all guests, staff, contractors, guides, drivers, suppliers, local communities, and partners.
We do not tolerate:
- Harassment
- Intimidation
- Hate speech
- Discriminatory conduct
- Abusive language
- Threats
- Exploitation of guests or staff
- Deliberate misinformation
- Unfair treatment based on nationality, language, age, gender, religion, ethnicity, disability, family status, or background
We also expect guests to treat Bintan Voyage staff, guides, drivers, partners, and local communities with respect.
3.4 Guest Safety and Practical Responsibility
Guest safety is part of ethical service.
Some Bintan activities depend on weather, sea conditions, tide, supplier readiness, activity rules, road conditions, and guest suitability.
When safety or operational conditions require changes, Bintan Voyage may recommend itinerary adjustments, alternative activities, rescheduling, or cancellation of unsafe activities.
We do not promise outcomes that we cannot control, including weather, sea condition, ferry operation, immigration decisions, supplier availability, or third-party operational changes.
3.5 Accountability
When concerns arise, Bintan Voyage aims to:
- Acknowledge actionable reports
- Review available evidence
- Check booking and communication records where relevant
- Contact partners or suppliers when needed
- Provide a practical response
- Correct inaccurate information where verified
- Improve internal processes when repeated issues are found
Accountability does not mean every complaint will result in compensation or refund. Outcomes depend on the confirmed booking, evidence, applicable policy, supplier terms, and actual service delivery.
4. Fair Business Practices
4.1 Transparent Package Information
Bintan Voyage aims to explain package details clearly before booking.
Package pages and booking communication should explain:
- What is included
- What is excluded
- Pickup and drop-off information
- Activity sequence
- Estimated duration
- Payment terms
- Deposit requirement
- Pay on Arrival eligibility, if applicable
- Ferry inclusion or exclusion
- Hotel inclusion or exclusion
- Cancellation and refund terms
- Activity restrictions
- Weather or safety limitations
- Supplier-specific conditions where relevant
If any detail is uncertain, guests should contact the Sales Team before making payment.
4.2 Anti-Fraud and Honest Claims
Bintan Voyage does not support fraud, fabricated evidence, false claims, fake bookings, fake reviews, misleading screenshots, or intentional misuse of payment and refund processes.
We may refuse service, stop communication, or reject a claim if the report contains fabricated evidence, abusive pressure, repeated bad-faith behavior, or information that conflicts with verified booking records.
4.3 Anti-Bribery and Improper Payments
Bintan Voyage does not encourage or accept bribes, kickbacks, or improper payments that compromise traveler interests, safety, service quality, or honest partner selection.
Commercial relationships with hotels, resorts, restaurants, activity operators, transport providers, or other service partners should support operational reliability, guest experience, safety, and service suitability.
Partner recommendations should be based on practical service considerations, not hidden pressure that harms the customer’s interest.
4.4 Conflict of Interest
A conflict of interest may occur when a business relationship, personal interest, commission, incentive, or partner arrangement could affect fair judgment.
Bintan Voyage aims to manage conflicts by keeping service recommendations aligned with:
- Guest needs
- Operational feasibility
- Safety
- Availability
- Service quality
- Price clarity
- Supplier reliability
- Confirmed itinerary requirements
If a partner arrangement affects the package structure, price, availability, or service terms, the relevant booking details should be explained clearly before confirmation.
5. Ethical Marketing and Content Standards
5.1 Accurate Travel Content
Bintan Voyage publishes package pages, travel guides, blog posts, policy pages, and social media content to help travelers understand Bintan travel more clearly.
We aim to avoid content that:
- Misstates package inclusions
- Overpromises results
- Hides important exclusions
- Uses unclear pricing claims
- Creates false urgency
- Misrepresents hotel, ferry, activity, or transport arrangements
- Makes safety-sensitive activities appear risk-free
- Presents edited visuals as guaranteed real conditions
Travel information may change. We may update content when prices, availability, ferry guidance, supplier conditions, or policy terms change.
5.2 Reviews and Testimonials
Customer reviews and testimonials should reflect real customer experiences.
Bintan Voyage does not support fake reviews, review manipulation, or pressure on customers to remove honest criticism.
If a review contains inaccurate information, mistaken identity, spam, or unrelated content, Bintan Voyage may respond publicly or request clarification through the appropriate platform.
When responding to reviews, we aim to avoid sharing private booking information publicly.
5.3 Guest Photos and Privacy
Bintan Voyage may use guest photos, tour photos, activity photos, or event photos for service documentation, marketing, or customer experience content where appropriate.
We aim to use guest-related content respectfully.
If a guest believes a photo, caption, name, review, or testimonial has been published incorrectly, without proper context, or in a way that creates privacy concern, they may contact us.
Email: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
We may remove, blur, replace, correct, or update content when reasonable, lawful, and technically feasible.
5.4 Edited Visuals and AI-Assisted Images
Bintan Voyage may use edited visuals, design assets, mockups, illustrations, or AI-assisted images for banners, campaign graphics, concept visuals, or promotional design.
These visuals are used for communication and design purposes. They are not a substitute for written booking confirmation.
We aim to avoid visuals that materially mislead guests about:
- Actual activity conditions
- Hotel or resort details
- Vehicle type
- Room type
- Package inclusions
- Location appearance
- Guest experience guarantees
- Weather or sea conditions
- Safety conditions
- Availability
If a visual may create confusion, we may clarify, label, replace, or remove it.
6. Partner and On-Ground Standards
Bintan Voyage works with local drivers, guides, hotels, resorts, restaurants, activity operators, transport providers, and other service partners.
We expect partners involved in Bintan Voyage arrangements to follow basic standards:
- Treat guests respectfully
- Communicate clearly
- Follow safety-first practices
- Avoid harassment, intimidation, or discrimination
- Avoid misleading service claims
- Follow confirmed service instructions where practical
- Inform us when operational changes affect the guest experience
- Handle guest concerns professionally
- Respect local communities and cultural norms
If we receive credible reports of unethical behavior involving a partner, we may review the concern and take practical steps.
Possible steps include:
- Asking for clarification from the partner
- Reviewing booking and communication records
- Providing corrective feedback
- Escalating the issue internally
- Reassigning future services where practical
- Updating internal partner notes
- Using a different provider where available
- Reviewing whether service adjustment or refund review is needed under the applicable policy
7. Confidentiality and Data Protection
Bintan Voyage handles customer information for legitimate travel coordination, booking, payment, support, complaint handling, refund review, and service improvement.
We aim to avoid requesting unnecessary sensitive data.
Customer information may include:
- Guest name
- Contact details
- Travel date
- Ferry booking confirmation
- Hotel or pickup details
- Payment proof
- Booking details
- Passport or identification details only when required for a specific booking or supplier process
- Dietary, mobility, or medical notes when voluntarily provided and relevant to service planning
- WhatsApp or email communication related to the booking
We do not sell customer personal information to unrelated third parties.
We may share relevant booking information with service partners only when needed to deliver the confirmed travel service, coordinate transport, arrange activities, process hotel or resort arrangements, manage complaints, or review operational issues.
8. Reporting Ethical Concerns
Travelers, staff, contractors, suppliers, and partners may report ethical concerns to Bintan Voyage.
Reportable concerns may include:
- Misleading pricing
- Unclear package information
- Payment concern
- Refund handling concern
- Discrimination
- Harassment
- Abusive communication
- Unsafe service conduct
- Partner misconduct
- Fake review concern
- Privacy concern
- Misleading image or content
- Conflict of interest
- Fraudulent claim
- Bribery or improper payment concern
- Serious operational misconduct
Reporting channels:
Email: office@bintanvoyage.com
WhatsApp / Phone: +62 812 6182 0197
Please include:
- Guest name, if applicable
- Booking number or package name, if applicable
- Travel date, if applicable
- Page URL or communication channel, if related to content
- What happened
- Where and when it happened
- Who was involved, if known
- Screenshots, photos, receipts, payment proof, or supporting evidence, if available
- Preferred contact method for follow-up
We aim to acknowledge actionable reports within 48 hours or 2 business days.
We aim to provide an initial update within 3 to 7 business days, depending on the complexity of the issue and whether supplier or internal verification is needed.
9. Review Process for Ethical Concerns
When Bintan Voyage receives a credible ethical concern, we may take the following steps:
- Review the submitted report
- Classify the concern by urgency and seriousness
- Check booking, payment, WhatsApp, email, or operational records where relevant
- Contact the relevant internal team member
- Contact the relevant partner or supplier when needed
- Review applicable booking terms, refund terms, or policy pages
- Decide whether clarification, correction, escalation, service adjustment, or further review is needed
- Respond to the reporting party where appropriate
- Record the issue for internal improvement where needed
Possible outcomes may include:
- Clarification
- Correction of public content
- Apology
- Operational adjustment
- Partner escalation
- Staff or partner briefing
- Refund review under the applicable policy
- Rejection of unsupported or bad-faith claims
- No action when the concern cannot be verified or is outside Bintan Voyage’s scope
10. Non-Retaliation for Good-Faith Reporting
Bintan Voyage does not support retaliation against people who report ethical concerns in good faith.
A good-faith report means the person believes the concern is real, even if the review later finds that the concern cannot be fully verified.
Retaliation may include:
- Threats
- Harassment
- Unfair exclusion
- Pressure to withdraw a legitimate report
- Punishment for raising a concern
- Unfair treatment after reporting a concern
Reports made in bad faith, including threats, harassment, fabricated evidence, spam, extortion attempts, or knowingly false claims, may be declined or handled separately.
11. Abuse, Spam, and Bad-Faith Conduct
We welcome honest reports and critical feedback.
However, Bintan Voyage may stop responding to submissions that involve:
- Threats
- Harassment
- Hate speech
- Abusive language
- Fabricated evidence
- Fraudulent claims
- Spam
- Extortion attempts
- Repeated bad-faith submissions
- Attempts to manipulate reviews, refunds, staff, partners, or business operations unfairly
We may keep relevant records when needed for safety, legal, operational, or dispute-resolution purposes.
12. Continuous Improvement
Bintan Voyage treats ethical concerns as part of service quality and operational improvement.
Verified concerns may lead to:
- Updated package pages
- Clearer booking terms
- Better payment instructions
- Clearer Pay on Arrival explanations
- Updated cancellation and refund guidance
- Better pickup and transfer communication
- Partner briefing
- Staff or contractor guidance
- Content correction
- Updated FAQ answers
- Improved complaint handling
- Better internal review process
Our goal is to reduce repeated issues and improve the reliability, clarity, and fairness of our service.
13. Policy Owner and Accountability
Policy owner: Bintan Voyage Operations and Ethics Team
Brand: Bintan Voyage
Legal operator: PT. Bintan Voyage International
License No.: 2306260219563
Office address: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
WhatsApp / Phone: +62 812 6182 0197
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and ethics concerns: office@bintanvoyage.com
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
Bintan Voyage management is responsible for reviewing this policy, handling serious ethics concerns, and improving service standards where needed.
14. Updates to This Policy
We may update this Ethics Policy as our services, operational process, partner standards, payment process, legal requirements, customer support process, or content practices change.
When this policy is updated, we will revise the Last updated date at the top of this page.