Welcome to our General Conditions
Firstly, ENBALI is an independent company that certainly guarantees high Customer satisfaction thanks basically to our close collaboration with trusted local agents, hotels as well as local activity companies throughout Indonesia.
In the event of cancellations or delays of flights or ships, or loss of domestic and international flight connections, including cases of force majeure, strikes, breakdowns, etc., ENBALI will not be able to assume responsibility for the expenses produced by services not enjoyed.
In the event of delay, loss or damage to airline or laundry luggage, the Client must make a direct claim to it, exonerating ENBALI from liability, although we can always help.
You must make the reservation of your trip by email to email@example.com. After our confirmation, we will ask you for a 25% deposit, unless, due to the characteristics of the route, another amount is needed. Your reservation will be considered formalized upon receipt of this payment.
The remaining 75% is paid up to a maximum of 20 days before arrival. Otherwise, the reservation will be considered canceled, applying the expenses foreseen in “Cancellations”.
Finally, the confirmation of your trip will be made by email at least three working days before your arrival.
If the Client cancels an itinerary contracted with ENBALI, based on the total amount of the trip, a penalty will be charged:
25% for cancellations made up to 31 days before your arrival
50% for cancellations produced between 30 and 16 days before your arrival
75% for cancellations produced between 15 and 11 days before your arrival
100% for cancellations produced 10 days before your arrival or in case of not arriving on time for arrival or no-show
Regardless of the date of cancellation of the trip by the Client, he must pay the management and other cancellation expenses, if any, such as hotels or services (where payment must have been made in advance and not can recover that amount, tickets that do not admit reimbursement, etc.), or from our own tourist providers (which would show us non-refundable air ticket invoices, issued visas, etc.). Many hotels in Indonesia, due to the large number of reservations that occur on certain dates (July, August and December, and the week after the end of Ramadan), do not allow the return of already paid reservations.
Cancellation Policy due to Corona Virus
– Special Cancellation Conditions if force majeure: Indonesia closes borders or the passenger gets infected by Covid-19 (a certificate is needed to proove it)
– Anyway, at each booking we will negotiate with the hotels & services involved, trying to make the conditions as flexible as possible for you. We will inform you before you proceed to the payment of your deposit.
– In case of Cancellation due to force majeure, full refund of Indonesian Rupiah (IDR) arrived through bank transfer “BEN”, at the exchange rate of that day. Rp400.000 admin fee per booking (not per person!) just to cover the costs of telephone, internet, electricity and others incurred in making your booking & cancellation.
Problems with Airlines.
In the event of a possible cancellation of a flight by an airline, with the consequent loss of services or hotels for the Client, ENBALI will act as mere help between the airline and the Traveler, but will be exempt from financial responsibility towards the Client. If the Client wishes to file a lawsuit, they must do so to the airline, never to ENBALI, and directly to it, as it is a case between the defendant (the Client) and the defendant (the airline).
In the case of groups, if the minimum number of people contracted is not finally reached:
– by the client, ENBALI will be able to demand the proportional part from the client.
– by ENBALI (as in the case of cruises), if, in addition, the trip is canceled, our company must notify it in writing, at the latest, twenty calendar days before the start of the combined trip in the case of trips of more than six days (article 160.3 of European regulations and RD-L 23/2018)
– the Cancellation Conditions in the case of groups (more than 8x people) are:
*If the cancellation occurs 46 days or more before your arrival, 100% will be refunded, except for expenses that have already occurred, such as the purchase of flights or other non-refundable (invoice will be shown) and administration costs that have been able to generate.
*50% if the cancellation occurs 45 days or less before your arrival
*75% if the cancellation occurs 30 days or less before your arrival
*100% if the cancellation occurs 21 days or less before your arrival
*Or, those stipulated when making the reservation (depending on the conditions of the hotels involved)
Services contracted and not enjoyed.
The services contracted and not enjoyed by our travelers once the trip has begun (meals, activities, etc.) will not be reimbursed. If, due to the Traveler, he / she joins his trip late (after the start date) and has lost part of the contracted trip, it will be considered that it has been the fault of the Traveler himself, for which ENBALI will be exempt from returns of services not enjoyed.
Traveler’s right to a refund of the amount from us.
In the following cases:
– When there are unavoidable and extraordinary circumstances at the destination or in the vicinity that significantly affect the execution of the combined trip or the transport of passengers to the destination, the traveler will have the right to terminate the contract before the start of the same without pay no penalty. In this case, the traveler will be entitled to a full refund of any payment made, but not to additional compensation (RD-L, art. 160.2)
– The minimum number contracted for a combined trip is not reached and it would have been communicated in writing to our travelers before the deadline agreed in the contract.
In case of cancellation by ENBALI, ENBALI will bear the transfer costs agreed with the client. In case of cancellation by the client, the client will bear all the transfer costs.
It will be our travelers’ own responsibility to have their documentation in order and a valid passport with an expiration date upon entry into Indonesia of at least 6 months. Our travelers will process and pay the fees for their own passports and visas. If the authorities of the country reject the approval of the visa for personal reasons of the traveler, or if the entry to Indonesia is denied due to the lack of any required requirement, ENBALI cannot be held responsible. Thus, our traveler must pay the expenses incurred. Upon arrival, you will be able to obtain an entry tourist visa in Indonesia, depending on the number of days of planned stay in Indonesia. The one most requested by our travelers is the 30-day one, free and issued directly at the arrival airport in Indonesia, for Spanish, Mexican and many other nationalities (please, check with your consulate).
It will be done as follows:
– 25% of the total at the time of booking.
– 75% remaining, Individual travelers 20 calendar days prior to arrival in Indonesia.
– Groups of travelers 30 calendar days prior to arrival in Indonesia (or as agreed, based on hotel conditions).
Usually by credit card through our Secure Payment Platform. If you need to pay by bank transfer to our local Bank in Indonesia, let us know and we will inform you about the details.
Some ENBALI programs include hiking or trekking activities (Borneo and Sumatra), rafting or diving, for which the traveler has had to receive the necessary training and possess the required qualificatio. As well as special insurance for these types of activities. In some cases, they are carried out in the jungle and in direct contact with wildlife and tropical diseases (please consult the website of the Ministry of Health), so our traveler is responsible for these risks and obligations with full knowledge of cause. Regarding diving, in some Indonesian islands the decompression chambers are more than 24 hours from the point of immersion. 5/6 If there is a cancellation of the flight between Semarang (Java) and Palankang Bun (Borneo), our travelers will have to pay directly at the destination the costs of ground transportation (about 12 hours in a 4×4 vehicle) to Banjarmasin to connect with the next flight.
All ENBALI Travelers are insured, by default, by a Liability Insurance that we contract with the best and most reliable insurer in Indonesia (Jasindo). This insurance covers in case of accident by our fault, medical attention, hospitalization, loss of a member and death.
For the rest of the possible personal events of the Traveler, we recommend that you hire an insurance agency in your country of origin a traditional travel insurance with coverage in Indonesia and that covers the Traveler’s private health, loss of luggage or connections, cancellations due to loss of a family member or job, etc.
ENBALI works as an agent for local agencies, restaurants, hotels, transportation and others. So it will be the responsibility of them and not ENBALI any loss, damage, delays, accidents, changes of programs or flights, or irregularities. Therefore, ENBALI will not be able to assume the expenses caused by cancellations or delays of flights and boats. ENBALI will not be able to be held responsible for the services offered by third parties.
ENBALI will always take care of its travelers, so it will take all the appropriate steps if there is a delay in departures of means of transport due to strikes, meteorological causes, technical problems or other causes of force majeure, and in the event that the costs of said procedures are equal to or less than the price of the program paid by our traveler. In case of obvious reasons, ENBALI will be obliged and has the right to modify any point of the program, such as the order of the tour, hotels, means of transport and other services, departure times and, even, to cancel the trip. In these cases, our travelers, unfortunately and due to justified situations, can only claim the amounts paid if they do not agree with these changes.
If, once the route has started, ENBALI is unable to carry out a large part of the contracted services, it will try to find solutions for the continuation of the planned trip. ENBALI will return the difference between the services provided and those actually provided. If our traveler continues the trip with the solutions proposed by ENBALI, it will be considered that he accepts them. If our traveler expressly requests any service outside the program offered by ENBALI, it cannot be held responsible for it.
If the Traveler has an incident on his trip, he must notify ENBALI within 24 hours of the incident. Then we can satisfactorily resolve it and verify the claim itself. The claim towards ENBALI may be against ENBALI’s own organizational services. If the claim is against a third party, it must be made directly to the third party in question (hotel, airline, service company, fast boat company, etc.). If this information does not exist within said period, our travelers will be responsible for corroborating the breach of the performance of the contract before the administration and / or a competent court. For their claims, our travelers must present to the organizing agency vouchers and invoices within a maximum of 15 days after their return from the trip.
Following the Consumer Protection regulations, these General Conditions are downloadable in PDF to the personal computer of each user who so wishes and printable.
These General Conditions as well as the ENBALI Website are subject to modifications without prior notice. They are inherent to the travel contract, and the copying or distribution of both is prohibited without ENBALI’s permission.
The parties, expressly waiving their own jurisdiction, accept as governing legislation of this contract and submit to the Indonesian Courts and Tribunals for the resolution of any disputes that may arise from it.