Last updated: June 29, 2026
These Terms and Conditions explain the rules that apply when you access the Bintan Voyage website, contact our team, request a quotation, make a booking, pay a deposit, request Pay on Arrival, join a tour, use our travel services, or communicate with Bintan Voyage through official channels.
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
Brand: Bintan Voyage
Tagline: Your Trusted Bintan Tour Partner | Seamless Gateway From Singapore
Website: bintanvoyage.com
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 formal 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
By using our website, contacting our team, requesting a quotation, making payment, or confirming a booking, you agree to these Terms and Conditions.
If you do not agree with these Terms, please do not use the website or proceed with a booking.
1. Definitions
In these Terms and Conditions:
“Bintan Voyage”, “we”, “us”, and “our” refer to Bintan Voyage, operated by PT. Bintan Voyage International.
“Guest”, “customer”, “traveler”, and “you” refer to the person making an inquiry, requesting a quotation, making a booking, paying for a service, joining a trip, or using our website or services.
“Booking” means a confirmed reservation for a Bintan Voyage package, activity, transfer, hotel arrangement, ferry-related arrangement, corporate trip, or other travel service.
“Package” means a tour, activity, transfer, hotel-inclusive arrangement, ferry-inclusive arrangement, day trip, 2D1N trip, corporate program, or custom itinerary offered or arranged by Bintan Voyage.
“Deposit” means the initial payment required to secure a booking.
“Pay on Arrival” means a special payment option that may be available for selected non-hotel packages and packages that do not include ferry tickets, only after written WhatsApp approval from the Bintan Voyage Sales Team.
“Supplier” or “partner” means a third-party service provider involved in delivering part of the confirmed service, such as hotels, resorts, transport providers, drivers, guides, activity operators, restaurants, ferry-related providers, venues, or other local partners.
“Written confirmation” means confirmation sent by Bintan Voyage through WhatsApp, email, invoice, quotation, or official booking document.
2. Scope of Services
Bintan Voyage provides travel arrangement and coordination services in Bintan.
Our services may include:
- Private Bintan tour packages
- Day trips from Singapore
- Local Bintan day tours
- 2D1N and multi-day getaways
- Hotel and resort package coordination
- Private transfers in Bintan
- Activity bookings
- Ferry-related arrangements when included in the package
- Corporate trips and team-building programs
- Family trips
- Custom itineraries
- Guest support before and during confirmed trips
The exact inclusions, exclusions, route, timing, pickup point, drop-off point, payment terms, cancellation terms, refund terms, and service conditions depend on the selected package and written booking confirmation.
General website content is for guidance. The written booking confirmation is the main reference for each confirmed booking.
3. Website Use
You may use the Bintan Voyage website for lawful travel planning, package inquiry, booking inquiry, service information, and customer support purposes.
You agree not to:
- Use the website for fraud, spam, abuse, or unlawful activity
- Copy website content without permission
- Misuse forms, comments, booking tools, or contact channels
- Attempt to disrupt website security or functionality
- Submit false booking details
- Submit fake payment proof
- Impersonate another person or company
- Use website content in a misleading way
- Scrape, reproduce, or republish content without written permission
Bintan Voyage may restrict, block, ignore, or refuse requests that appear fraudulent, abusive, harmful, or made in bad faith.
4. Booking and Confirmation
A booking is confirmed only when Bintan Voyage sends written confirmation through WhatsApp, email, invoice, or official booking document.
A quotation, chat discussion, package inquiry, unpaid request, or availability check is not a confirmed booking.
To confirm a booking, guests may need to provide:
- Guest name
- Travel date
- Number of guests
- Number of adults and children
- Children’s ages, where relevant
- Package choice
- Hotel or pickup point
- Ferry schedule, if available
- Ferry booking confirmation, if Pay on Arrival is requested
- Contact details
- Special requests
- Payment proof, if a deposit or full payment is required
Bintan Voyage may refuse, delay, or cancel a booking if the required information is incomplete, payment is not verified, supplier availability changes, the package is unavailable, the request is unsafe, or the booking appears fraudulent.
5. Pricing and Inclusions
Prices depend on package type, group size, travel date, supplier availability, hotel or resort rate, activity availability, ferry-related arrangement, transport requirement, peak-season demand, and custom itinerary needs.
Before payment, Bintan Voyage aims to confirm:
- Final package price
- Currency
- Package inclusions
- Package exclusions
- Pickup and drop-off details
- Activity sequence
- Estimated timing
- Deposit amount
- Payment deadline
- Pay on Arrival eligibility, if requested
- Cancellation and refund reference
- Supplier-specific conditions, where relevant
Prices, availability, and package conditions may change before booking confirmation.
Once a booking is confirmed in writing, the confirmed price and inclusions stated in the booking confirmation apply to that booking, unless both parties agree to a written change.
6. Payment Terms
6.1 Standard Deposit Requirement
As a standard booking rule, a minimum 30% deposit is required to secure a booking.
The deposit helps Bintan Voyage reserve the service, coordinate suppliers, prepare transport, secure activity availability, and confirm the travel schedule.
Some bookings may require a higher deposit or full payment before arrival. This may apply to hotel-inclusive packages, ferry-inclusive packages, corporate events, large groups, custom itineraries, peak-season dates, supplier-prepaid services, or special arrangements.
The required deposit amount and payment deadline will be stated in the written quotation or booking confirmation.
6.2 Balance Payment
The remaining balance must be paid according to the written booking confirmation.
For hotel-inclusive packages, the remaining balance is generally required 7 days before arrival unless stated otherwise in writing.
For last-minute bookings, peak-season bookings, supplier-prepaid arrangements, or special packages, full payment may be required earlier.
6.3 Accepted Payment Methods
Payment methods may include:
- Bank transfer
- Wise transfer for international guests
- Pay on Arrival for eligible packages
- Another method confirmed in writing by Bintan Voyage
Bintan Voyage does not collect or store credit card or debit card details directly on this website unless a secure payment provider is clearly introduced and its own terms apply.
6.4 Payment Instruction Safety
Guests should only trust payment instructions sent through Bintan Voyage’s official communication channels.
Official WhatsApp / Phone: +62 812 6182 0197
Official sales email: sales@bintanvoyage.com
Official office and legal email: office@bintanvoyage.com
Do not transfer payment based on instructions from an unknown number, unofficial email, social media account, driver, guide, or unrelated third party.
If you receive suspicious payment instructions, contact Bintan Voyage through the official WhatsApp number or official email before making payment.
7. Pay on Arrival
Pay on Arrival is not the default payment method.
By default, Bintan Voyage requires a minimum 30% deposit when booking.
Pay on Arrival is a special option for guests who are not yet comfortable paying upfront. It only applies to selected non-hotel packages and packages that do not include ferry tickets.
To request Pay on Arrival, you must:
- Choose an eligible non-hotel package
- Make sure the package does not include ferry tickets
- Show confirmed ferry booking
- Contact the Bintan Voyage Sales Team through WhatsApp
- Receive written WhatsApp approval from the Sales Team
Pay on Arrival is not guaranteed. It may be limited during peak season, public holidays, high-demand dates, large-group periods, or supplier-limited periods.
If Pay on Arrival is not approved in writing by the Bintan Voyage Sales Team through WhatsApp, the standard deposit or payment terms stated in the quotation will apply.
Sales Team WhatsApp:
+62 812 6182 0197
8. Ferry Tickets and Travel Documents
Some Bintan Voyage packages include ferry tickets. Other packages do not include ferry tickets.
Ferry tickets are included only when clearly stated in the written package inclusions or booking confirmation.
If your package does not include ferry tickets, you are responsible for purchasing your own ferry tickets and sending the confirmed ferry schedule to Bintan Voyage for pickup and itinerary coordination.
Guests are responsible for ensuring they have:
- Valid passport
- Visa or entry documents, if applicable
- Ferry ticket
- Booking confirmation
- Required travel documents
- Personal travel insurance, if desired or required
- Accurate passenger details
Bintan Voyage may provide general travel guidance, but guests are responsible for checking official immigration, passport, visa, ferry, and entry requirements before travel.
Bintan Voyage is not responsible for denied boarding, denied entry, missed ferry, invalid passport, incomplete documents, immigration issues, visa issues, or incorrect travel information provided by the guest.
9. Changes, Rescheduling, Cancellation, and Refunds
Changes, rescheduling, cancellations, and refunds depend on package type, timing, supplier terms, hotel rules, ferry arrangement, activity operator rules, transport commitment, payment status, and costs already incurred.
Please refer to the official Cancellation and Refund Policy for detailed rules.
General guidance:
- Early reschedule requests are easier to review
- Late cancellation may be non-refundable
- Hotel-inclusive packages may follow stricter hotel or resort rules
- Ferry-inclusive packages may follow ferry operator rules
- Supplier-prepaid services may be partially or fully non-refundable
- Peak-season bookings may have limited refund or reschedule options
- No-show bookings are generally non-refundable
- Missed ferry, guest delay, incomplete documents, or personal decision to skip services may affect refund eligibility
Refunds are reviewed based on written booking confirmation, actual service delivery, supplier terms, payment records, and available evidence.
10. No-Show, Late Arrival, and Missed Ferry
If a guest does not arrive on the confirmed travel date, misses the ferry, arrives late, misses pickup, or fails to contact Bintan Voyage before the confirmed service time, the booking may be treated as a no-show.
No-show bookings are generally non-refundable.
Late arrival may affect:
- Pickup schedule
- Activity duration
- Meal timing
- Tour sequence
- Return ferry timing
- Supplier availability
- Refund or reschedule eligibility
If your ferry is delayed or your arrival time changes, contact us immediately.
WhatsApp / Phone: +62 812 6182 0197
Bintan Voyage will try to assist where practical, but we cannot guarantee full itinerary recovery or refund when delays are caused by guest delay, ferry issues, immigration delay, incomplete documents, incorrect travel details, or failure to follow confirmed instructions.
11. Itinerary Adjustments and Operational Conditions
Bintan travel may be affected by weather, sea conditions, tide, ferry timing, traffic, supplier capacity, crowd levels, public holidays, venue closures, safety requirements, or local operational changes.
Bintan Voyage may adjust the itinerary when needed for safety, timing, comfort, or operational feasibility.
Possible adjustments may include:
- Revised activity sequence
- Delayed activity
- Alternative activity
- Route adjustment
- Pickup time adjustment
- Meal timing adjustment
- Rescheduling request
- Cancellation of unsafe or unavailable activity
- Refund review when applicable under the confirmed terms
Bintan Voyage will aim to explain important changes clearly and provide practical alternatives where possible.
12. Weather, Safety, and Activity Conditions
Some activities involve safety and operational risks.
These may include:
- Snorkeling
- Boat tours
- Mangrove tours
- Fireflies tours
- Water sports
- Beach activities
- ATV or UTV activities
- Outdoor sightseeing
- Corporate team-building activities
Activities may depend on weather, sea condition, visibility, tide, guest suitability, age, height, weight, health, mobility, pregnancy, activity operator rules, and safety requirements.
Bintan Voyage may refuse, adjust, or cancel an activity if conditions are unsafe or unsuitable.
Guests must follow safety instructions from Bintan Voyage, guides, drivers, activity operators, hotels, resorts, boat operators, or other assigned service providers.
13. Guest Responsibilities
Guests agree to:
- Provide accurate booking information
- Provide accurate contact details
- Confirm the correct travel date
- Confirm the correct ferry schedule
- Arrive on time for ferry departure and pickup
- Bring valid travel documents
- Follow safety instructions
- Respect local customs, communities, and regulations
- Treat staff, drivers, guides, partners, and other guests respectfully
- Review package inclusions and exclusions before payment
- Ask questions before booking if any term is unclear
- Pay the agreed amount according to the written confirmation
- Report service issues as soon as possible during the trip
- Keep personal belongings safe
- Arrange personal insurance if desired or needed
Guests are responsible for personal expenses, optional services, personal belongings, visa or entry requirements, travel insurance, and any costs caused by incorrect information, delay, missed ferry, no-show, or failure to follow confirmed instructions.
14. Health, Medical Needs, Accessibility, and Insurance
Guests should inform Bintan Voyage before booking if they have mobility needs, medical considerations, pregnancy, elderly travel needs, child safety concerns, dietary requirements, allergies, accessibility needs, or activity restrictions.
Some activities may not be suitable for every guest.
Bintan Voyage may recommend a more suitable itinerary or advise against certain activities based on safety, practicality, supplier rules, or route conditions.
Travel insurance is usually not included unless clearly stated in writing.
We strongly recommend that guests arrange suitable travel insurance before the trip. Travel insurance may help cover medical needs, trip disruption, cancellation, personal accident, lost belongings, or activity-related risks, depending on the policy.
15. Suppliers and Third-Party Services
Bintan Voyage works with hotels, resorts, drivers, guides, activity operators, restaurants, transport providers, ferry-related service providers, venues, and other local partners.
Some services may be delivered by independent third-party suppliers.
Bintan Voyage aims to work with reliable partners, but we do not control every third-party action, policy, schedule, decision, or operational condition.
Supplier terms may affect:
- Availability
- Pricing
- Deposit requirements
- Cancellation terms
- Refund eligibility
- Rescheduling options
- Activity restrictions
- Hotel policies
- Ferry-related rules
- Safety decisions
- Peak-season conditions
Bintan Voyage will aim to communicate relevant supplier terms before booking confirmation where practical.
16. Limitation of Liability
Bintan Voyage coordinates travel services and works with third-party suppliers where needed.
To the extent permitted by applicable law, Bintan Voyage is not responsible for loss, delay, injury, damage, disappointment, extra cost, missed service, or disruption caused by factors outside our reasonable control.
This may include:
- Weather
- Sea conditions
- Ferry delay or cancellation
- Port closure
- Immigration decision
- Invalid travel documents
- Guest delay
- Missed ferry
- Traffic
- Natural disaster
- Government restriction
- Supplier decision
- Hotel or resort policy
- Activity operator decision
- Third-party accident
- Personal belongings loss
- Medical condition
- Force majeure event
- Failure to follow confirmed instructions
If Bintan Voyage is found responsible for an issue, our liability will be limited to the amount paid to Bintan Voyage for the affected service portion, unless a higher liability is required by applicable law.
Nothing in these Terms removes consumer rights that cannot be excluded under applicable law.
17. Force Majeure
Bintan Voyage is not responsible for failure or delay caused by events outside reasonable control.
Force majeure events may include:
- Extreme weather
- Sea conditions
- Natural disasters
- Fire
- Flood
- Epidemic or pandemic impact
- Government restrictions
- Port closure
- Ferry disruption
- Strike
- War or civil unrest
- Public safety emergency
- Supplier shutdown
- Technical disruption
- Other events beyond reasonable control
Where possible, Bintan Voyage may offer practical alternatives, itinerary adjustment, rescheduling support, or refund review according to supplier terms and the applicable policy.
18. Intellectual Property
All website content, text, package descriptions, images, logos, graphics, layouts, policy pages, travel guides, and other materials on bintanvoyage.com are owned by Bintan Voyage, PT. Bintan Voyage International, or used with permission.
You may not copy, reproduce, scrape, republish, modify, sell, distribute, or use website content for commercial purposes without written permission from Bintan Voyage.
You may share public website links for normal travel planning, quotation discussion, or informational purposes.
If you believe content on our website infringes your rights, contact:
19. Guest Photos, Reviews, and Testimonials
Bintan Voyage may use guest photos, reviews, testimonials, or feedback for service documentation, customer support, marketing, website content, or social media where appropriate.
We aim to use guest-related content responsibly and respectfully.
If you believe your photo, name, review, testimonial, caption, or identifying detail has been used incorrectly, without proper context, or in a way that creates privacy concern, contact:
We may remove, blur, replace, correct, or update content when reasonable, lawful, and technically feasible.
20. AI-Assisted Content and Visuals
Bintan Voyage may use AI-assisted tools for drafting, translation, editing, summarization, design concepts, image concepts, or content planning.
AI-assisted content does not replace human review for important travel, booking, payment, safety, legal, or policy information.
Bintan Voyage may use edited visuals, illustrations, mockups, or AI-assisted images for campaign graphics, concept visuals, or design purposes.
Written booking confirmation remains the main reference for actual package details, including inclusions, exclusions, price, hotel details, vehicle arrangements, activity availability, payment terms, cancellation terms, and refund terms.
21. External Links
The Bintan Voyage website may include links to third-party websites, platforms, maps, payment providers, ferry-related pages, hotels, resorts, activity providers, social media platforms, or other external resources.
These links are provided for convenience.
Bintan Voyage does not control third-party websites and is not responsible for their content, terms, privacy practices, security, availability, prices, or policies.
Guests should review the relevant third-party terms before using their services or sharing personal information.
22. Privacy
Personal information is handled according to the Bintan Voyage Privacy Policy.
Bintan Voyage may collect and process personal information for travel inquiries, quotations, booking confirmation, payment verification, customer support, supplier coordination, complaint handling, refund review, legal administration, and service improvement.
For privacy requests or data protection questions, contact:
23. Complaints, Feedback, and Corrections
Guests should report service issues as soon as possible during the trip so Bintan Voyage can review and respond promptly.
For booking or service issues:
+62 812 6182 0197
For formal complaints, legal matters, policy matters, corrections, privacy issues, or ethics concerns:
When submitting a concern, please include:
- Guest name
- Booking date
- Travel date
- Package name
- Description of the issue
- Supporting evidence, if available
- Preferred contact method for follow-up
Bintan Voyage may request additional information to review the concern properly.
24. Abuse, Fraud, and Bad-Faith Conduct
Bintan Voyage may refuse service, stop communication, reject claims, cancel a booking, or take other reasonable action if a guest or sender engages in:
- Threats
- Harassment
- Hate speech
- Abusive language
- Fraudulent claims
- Fake bookings
- Fake payment proof
- Fabricated evidence
- Spam
- Extortion attempts
- Repeated bad-faith complaints
- Attempts to manipulate refunds, reviews, staff, partners, or business operations unfairly
- Unsafe or disrespectful behavior toward staff, drivers, guides, partners, local communities, or other guests
We may keep relevant records where needed for safety, legal, operational, fraud prevention, or dispute-resolution purposes.
25. Governing Law and Dispute Resolution
These Terms and Conditions are governed by the laws of Indonesia.
If a dispute arises, guests are encouraged to contact Bintan Voyage first so we can try to resolve the matter clearly and fairly.
For legal matters, policy matters, formal complaints, or dispute-related communication:
If the matter cannot be resolved through direct communication, it may be handled according to applicable Indonesian law and the relevant dispute resolution process.
26. Changes to These Terms
Bintan Voyage may update these Terms and Conditions from time to time to reflect changes in our services, booking process, payment terms, Pay on Arrival rules, supplier terms, legal requirements, website features, customer support process, or operational practices.
When updates are made, we will revise the Last updated date at the top of this page.
Guests are encouraged to review these Terms before making a booking.
27. Contact Information
Bintan Voyage
Operated by 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 formal 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
If any term is unclear, contact Bintan Voyage before paying a deposit or confirming a booking.