Cancellation & Refund Policy
We know plans change. Here is exactly what happens if you or we have to cancel a trek, so there are no surprises on either side.
If you cancel
| Notice before departure | Refund |
|---|---|
| 30 days or more | 100% |
| 14–29 days | 50% |
| Less than 14 days | No refund |
The date of your cancellation is the date your message reaches us on WhatsApp, in Lombok time (GMT+8).
How to cancel
Send us a message on WhatsApp at +62 859 7485 0922 with your name, your trek date and your booking reference. We will confirm your cancellation in writing and tell you the refund amount within 24 hours. A cancellation is only valid once you have that confirmation from us.
If we cancel
Mount Rinjani is an active volcano inside a national park, and there are times when climbing it is not safe or not permitted. If we cancel a trek because of severe weather, volcanic activity, a national park closure, an earthquake, or any other situation outside our control, you can choose between:
- moving your trek to any other date within 12 months, at no extra cost, or
- a refund of 100%
The national park is normally closed during the rainy season, usually from [January] to [March]. We will never take a booking for a date we already know is closed.
If a trek is cut short
If you decide to turn back, or if your guide stops the trek for safety or health reasons after it has started, we cannot refund the days already underway. Your guide’s decision on the mountain is final, it is always made for your safety.
Changing your dates
You can move your trek to a different date free of charge if you tell us 30 days or more before departure, subject to availability. Inside that window, a date change is treated as a cancellation under section 1.
Refunds
Refunds are sent back the same way you paid, within [X] working days of our written confirmation. Bank or payment provider fees for international transfers are . The Mount Rinjani National Park entrance fee is .
No-show
If you do not arrive at the meeting point on the day of your trek and we have not heard from you, the booking is treated as a cancellation with less than 14 days’ notice and no refund is due. If you are simply running late, message us, we will wait as long as the schedule allows.
Travel insurance
Personal travel insurance is not included in our packages, and we strongly recommend it. Trekking above 3,000 metres is excluded from many standard policies, so check that yours covers high-altitude hiking before you travel.