Refund and Cancellation Policy

1. Agreement to this policy

By making a booking or completing a payment through Nusa Gili Boat, the customer is considered to have read and understood this Refund and Cancellation Policy.

This policy forms part of the Nusa Gili Boat Terms and Conditions and should be read together with the travel information, fare conditions, and operator policies displayed before payment.

Where a booking is made for other passengers, the person making the booking is responsible for communicating this policy to every passenger included in the reservation.

2. The role of Nusa Gili Boat

Nusa Gili Boat is an online booking platform that helps customers search for and book fast boat tickets from operators available through our system.

Nusa Gili Boat is not the owner or operator of the vessel. Vessel operations, crew, sailing safety, schedules, departure decisions, and transportation services are managed by the relevant operator.

We assist with receiving customer requests, reviewing booking information, communicating with operators, processing approved changes, and facilitating refunds in accordance with the applicable terms.

3. Operator policies and fare conditions

Each operator or fare type may have different cancellation, change, no-show, and refund conditions.

Any operator-specific or fare-specific terms displayed before payment form part of the customer's booking.

Where specific operator terms are not available, a request will be handled based on the general policy on this page, the condition of the booking, and confirmation received from the operator.

Operator policies are not intended to remove consumer rights that cannot be excluded under the laws of the Republic of Indonesia.

4. Cancellations requested by customers

A cancellation request must be submitted through an official customer support channel before the scheduled departure time.

The request time is calculated from the time a complete request is received by Nusa Gili Boat, not from the time the customer begins writing or sends a message without complete booking information.

This table describes the general policy. Specific terms displayed in the trip details or at checkout may differ.

5. Promotional tickets and special fares

Tickets purchased through a promotion, voucher, flash sale, discount, special campaign, or limited fare may be subject to additional conditions.

Depending on the displayed terms, these tickets may:

• Be non-cancellable.
• Be non-refundable.
• Be non-changeable.
• Be non-transferable to another passenger.
• Have a specific validity period or travel schedule.

Promotional or special-fare conditions will be communicated before payment where they apply to the customer's booking.

6. Failure to attend or no-show

A passenger may be considered a no-show when the passenger:

• Does not arrive before the check-in deadline.
• Arrives after check-in or boarding has closed.
• Is not present at the designated departure point.
• Does not bring the required identification or travel documents.
• Does not meet the applicable travel requirements.
• Cannot travel because of a personal error or decision.

A booking classified as a no-show is generally not eligible for a refund, rescheduling, or conversion into travel credit unless the operator specifically approves another resolution.

7. Booking changes

Customers may request changes to:

• Travel date.
• Departure time or schedule.
• Route or port.
• Passenger names and details.
• Operator or vessel.
• Number of passengers.

All change requests are subject to seat availability, operator policy, fare type, timing of the request, and approval from the relevant parties.

Fare differences, change fees, administrative charges, or operator penalties may apply. The applicable amount will be communicated before the change is processed where that information is available.

A change is not considered completed until the customer receives confirmation of the change from Nusa Gili Boat.

8. One-way and round-trip bookings

A one-way booking consists of one journey or one travel leg.

A round-trip booking consists of an outbound journey and a return journey that are treated as two separate travel legs.

Each leg may have a different operator, vessel, schedule, price, change conditions, and cancellation policy.

The cancellation or change of one leg does not automatically cancel or change the other leg.

A partial refund for a round-trip booking is calculated based on the value of the eligible leg, not the total value of the booking.

9. Cancellations by an operator

An operator may cancel a journey because of:

• Severe weather or unsafe sea conditions.
• High waves or tidal changes.
• Port closure or restrictions.
• Vessel damage, inspection, or technical problems.
• Operational requirements.
• Safety considerations.
• Instructions from the government or relevant authorities.
• Force majeure.

In these circumstances, Nusa Gili Boat will assist in offering an available resolution, which may include:

• Transfer to the next available schedule.
• Transfer to another operator with the customer's approval.
• Travel credit where agreed.
• A partial or full refund for the cancelled travel leg.

Alternative travel arrangements remain subject to seat availability and operational conditions.

Where a reasonable alternative is unavailable or is not accepted by the customer, a refund request for the cancelled journey will be processed according to operator policy, the value of the unused service, and applicable law.

10. Delays and schedule changes

Departure times, arrival times, and journey durations are estimates.

An operator may change the time, vessel, check-in location, port, or route because of weather, sea conditions, technical issues, safety considerations, port congestion, or operational requirements.

Nusa Gili Boat will make reasonable efforts to communicate a change after receiving information from the operator through email, telephone, WhatsApp, or the booking page.

A minor change that does not materially reduce the service does not automatically create a right to a refund or compensation.

11. Significant schedule changes

A change may be considered significant where it materially changes the date, route, port, or travel time so that the service no longer meets the main purpose of the customer's booking.

A resolution for a significant change may include an alternative schedule, alternative operator, travel credit, or a refund for the affected leg.

The customer must respond to the proposed resolution within the stated time limit so that the availability of an alternative can be maintained.

12. Force majeure

Force majeure means an event beyond the reasonable control of Nusa Gili Boat and the operator that prevents or disrupts the journey from operating as planned.

• Extreme weather and dangerous sea conditions.
• Earthquakes, tsunamis, floods, or other natural disasters.
• Volcanic eruptions.
• Outbreaks, epidemics, or pandemics.
• War, terrorism, civil unrest, or security disruption.
• Strikes or disruption to public services.
• Port closures.
• Government restrictions or policies.
• Major disruption to infrastructure or systems.

The resolution of an affected booking will take into account operator policy, available alternatives, payment status, services already used, and applicable law.

13. Unpaid or expired bookings

A booking that remains unpaid after the payment deadline may expire and its seats may be released.

Because no funds have been successfully received, a booking that expires before payment does not require a refund process.

Where payment has been completed but the system has not updated the booking status, the customer must contact us and provide proof of the transaction so that the payment can be verified.

14. Duplicate or incorrect payment amounts

Where a customer makes more than one payment for the same order, the customer may request a refund of the excess payment.

The refund will be processed after the transaction number, payment amount, settlement status, and ownership of the transaction have been verified.

Where the amount paid is less than the amount due, the booking may remain unpaid until the outstanding amount is paid or the transaction is cancelled.

15. Third-party services

Additional services purchased together with or separately from a ticket may have their own cancellation and refund policies.

These services may include:

• Shared shuttle or transfer services.
• Hotel transfers or private vehicles.
• Tours and activities.
• Accommodation.
• Travel insurance.
• Baggage or additional operator services.

Refunds for third-party services are subject to the terms of the relevant service provider communicated to the customer.

16. Charges that may be non-refundable

Not every charge is automatically deducted from a refund. A deduction may only apply where the charge has genuinely been incurred, is not returned by the relevant party, is relevant to the transaction, and has been disclosed to the customer.

Charges that may be non-refundable include:

• Cancellation penalties imposed by an operator.
• Non-refundable bank charges.
• Currency conversion charges.
• Disclosed administrative or service charges.
• Insurance premiums for active coverage.
• Charges for third-party services that have been used or cannot be cancelled.
• Third-party payment processing fees actually charged and classified as non-refundable by PayPal, a card issuer, a bank, or another applicable payment service.

Nusa Gili Boat will not classify a charge as non-refundable where it has in fact been returned by the relevant provider.

17. Calculation of the refund amount

The refund amount is determined based on:

• The amount successfully paid.
• The travel leg or service being cancelled.
• Any portion of the service already used.
• The time the cancellation request was submitted.
• The operator's policy and fare type.
• Any fare difference resulting from a change.
• Charges that are genuinely non-refundable.
• Any refund or compensation previously provided.

Before a refund is processed, the customer will be informed of the result of the review and the approved amount where available.

18. Refund method

Where supported, an approved refund will normally be returned through the original payment method used for the booking.

For a QRIS payment, the refund may require a verified bank account or another transfer destination agreed with the customer.

For a card payment completed through a PayPal payment link, the refund may be processed through PayPal, the card issuer, or another agreed method, subject to the relevant procedures.

Where a refund to the original method is unavailable, we may request bank account details or other required information after verifying the customer's identity.

The account holder or recipient account name may be required to match the customer or payer name to help prevent fraud.

19. Refund processing time

The refund review begins after a complete request and all required supporting documents have been received.

Where operator approval is required, the process will continue after the operator provides its verification result.

After a refund has been approved and submitted through the applicable refund method, the funds generally take approximately 7 to 30 business days to be received.

This timeframe is an estimate and may vary depending on the receiving bank, card issuer, PayPal, payment network, public holidays, currency conversion, and additional verification required for the refund.

We will provide refund status information based on the operator response, admin review, and the payment or banking records available to us.

20. How to request a cancellation or refund

A request must be submitted through the Nusa Gili Boat contact page or an official customer support channel.

The customer must provide:

• Booking code.
• Customer or passenger name.
• Email address used when making the booking.
• Telephone or WhatsApp number.
• The journey or travel leg to be cancelled.
• Reason for cancellation.
• Proof of payment where requested.
• Supporting documents where relevant.

An incomplete request may delay the review process.

Submission of a request does not automatically mean that a refund has been approved. The customer will receive further information after the review has been completed.

21. Customer responsibilities

Before completing payment, customers must review:

• Passenger names and information.
• Route and ports.
• Travel date and schedule.
• Operator and vessel.
• Number of passengers.
• Price and additional charges.
• Email address and contact number.
• Applicable cancellation and change policies.

Incorrect information provided by the customer may result in change fees, boarding refusal, a missed journey, or reduced refund eligibility.

The customer is also responsible for ensuring that the bank account, card, PayPal account, or other payment method used is under their authority.

22. Chargebacks and payment disputes

Customers are encouraged to contact Nusa Gili Boat first where there is a payment problem or refund request.

An unauthorized chargeback, use of a payment method without permission, or submission of false information may be investigated together with the payment provider and the relevant authorities.

While a payment dispute is being reviewed, the associated booking or refund may be temporarily placed on hold until verification is completed.

23. Allocation of responsibility

Nusa Gili Boat is responsible for processing bookings, receiving requests, communicating available information, and facilitating approved refunds with reasonable care.

The operator is responsible for vessel operations, sailing safety, crew, operational changes, and the delivery of transportation services.

To the extent permitted by law, indirect costs such as additional hotel stays, onward flights, other transportation, tourism activities, or lost business opportunities do not automatically form part of a fast boat ticket refund.

Nothing in this policy is intended to remove consumer rights or liabilities that cannot be excluded under the laws of the Republic of Indonesia.

24. Complaints about refund decisions

Where a customer disagrees with the outcome of a refund review, the customer may request an explanation and should provide the booking code and reason for the objection.

We will review the booking information, payment evidence, fare conditions, operator policy, and previous communications.

We will first attempt to resolve the dispute through communication and good-faith discussion.

25. Changes to this policy

This policy may be updated to reflect changes to our services, operators, payment technology, or applicable regulations.

The latest version will be published on this page together with the update date.

Unless required by law or agreed with the customer, the refund eligibility of a booking will refer to the terms in effect when the booking was made.

26. Contact us

Questions, cancellations, changes, and refund requests may be submitted through: