Cancellation policy

Before your trip

Please read this policy before booking. It applies to the regular snorkelling trip, private boat and Bali day trip.

Your booking is confirmed only when you receive written confirmation from our reservations team.

For the regular trip, booking requests must reach us by 1:00 pm on the day before departure. Private boats and Bali day trips require at least two days’ notice. All times refer to local time in Bali.

Cancellation charges

If you need to cancel, please contact reservations on WhatsApp as soon as possible.

• More than 7 days before departure: we will first offer the option to reschedule. If you prefer to cancel, a refund is available less an IDR 25,000 transaction fee.
• From 7 days to 2 days before departure: a cancellation charge of 50% of the tour price applies.
• Less than 2 days before departure: a cancellation charge of 100% of the tour price applies.

For private boats, cancellation charges are calculated on the total boat fare, rather than only the deposit paid.

An IDR 25,000 transaction fee is deducted from refunds for guest-requested cancellations. This fee is waived when we cancel the trip.

Changes, lateness and leaving early

Requests to reschedule within 2 days of departure are treated as cancellations, and the applicable cancellation charge applies.

If you do not attend or arrive too late to join the departure, your booking is treated as cancelled.

No refund is available if you choose to leave the trip early.

For other changes, including guest names or group numbers, please contact reservations before departure.

Weather, ferry or operator cancellation

If the trip is cancelled because of weather, a ferry cancellation or the operator, we offer a free reschedule to the following day. If you prefer a refund, request one from reservations. No transaction fee is deducted when we cancel your trip.

Snorkelling locations may change according to sea and weather conditions. Manta rays are wild animals, and sightings are never guaranteed.

How to request a refund

Please send your refund request to our reservations team on WhatsApp, including your booking name and trip date.

Our staff will review your request and refer it to management where necessary. Refund processing takes up to 48 hours, excluding holidays and any additional bank or payment-provider delays.

Reservations will confirm the refund amount, method and currency.

Payment and private deposits

Regular trips and Bali day trips require full payment to confirm the booking.

Private boats require a 50% deposit, with the balance due at the start of the trip. The cancellation rules above apply to private bookings.

Please use the payment instructions supplied by reservations and obtain written booking confirmation.

Pickup

Follow the pickup or meeting instructions provided with your booking confirmation. Pickup times are estimates and will be confirmed after booking.

Paid regular-trip pickup covers one-way pickup only. Private boats do not include pickup; guests meet at Pisang Pisang Restaurant.

These terms do not limit any rights you have under applicable consumer protection law.