This Refund and Cancellation Policy applies to all services booked through Pemuteran Snorkeling, including snorkeling trips, Menjangan Island tours, private tours, shared trips, boat services, and transportation arrangements.

As we provide travel and marine activities rather than physical products, bookings cannot be returned or exchanged like regular goods. Refunds, cancellations, and rescheduling requests are handled according to the conditions below.

 

Cancellation by Guests

Cancellation requests must be submitted through WhatsApp or email as soon as possible.

Refund eligibility depends on:

• The selected package
• The cancellation date
• Availability of boat operators and service providers
• Preparation costs that have already been arranged

Late cancellations, same-day cancellations, and no-shows may not be eligible for a refund.

 

Rescheduling

Guests may request a change of travel date depending on availability.

Rescheduling requests:

• Must be submitted before the scheduled activity date
• May require additional charges if there are price differences or third-party fees
• Are only confirmed after approval from Pemuteran Snorkeling

 

Boat Trips & Snorkeling Activities

Boat schedules and snorkeling locations depend on weather, ocean conditions, tides, and safety considerations.

If the trip cannot operate due to unsafe conditions, guests may receive:

• A new alternative schedule
• A replacement activity (if available)
• A refund according to the applicable conditions

Safety decisions made by the captain, guide, or local authorities must be followed.

 

Weather and Sea Conditions

Snorkeling activities are highly dependent on marine conditions.

Trips may be changed, delayed, or cancelled due to:

• Strong waves
• Poor visibility
• Heavy rain
• Unsafe ocean conditions
• Local marine regulations

Changes caused by weather and sea conditions are made for guest safety.

 

No-Shows and Late Arrivals

Guests must arrive at the agreed meeting point on time.

No refund will be provided for:

• Missing boat departures
• Late arrivals
• Failure to join the activity after confirmation
• Incorrect meeting point information provided by guests

 

Unused Services

Refunds are generally not available for unused services after the trip has started.

This includes situations such as:

• Guests choosing not to participate
• Leaving the activity early
• Personal reasons or changes in travel plans
• Fear or discomfort during the activity

 

Partial Refunds

Partial refunds may be considered if only part of the confirmed service can be provided.

The refund amount depends on:

• Unused portions of the package
• Costs already paid to boat operators, guides, drivers, or other partners

 

Refund Processing

Approved refunds will be processed through the original payment method whenever possible.

Processing time may vary depending on:

• Payment provider
• Bank processing time
• Administrative procedures

Transaction fees or service charges may be deducted where applicable.

 

Late or Missing Refunds

If an approved refund has not been received:

1. Check your bank account or payment method again.
2. Contact your payment provider.
3. Allow sufficient processing time.
4. Contact Pemuteran Snorkeling with your booking details and payment information.

 

Need Help?

For cancellation, rescheduling, or refund requests, please contact:

WhatsApp: +62 812-3922-2666
Email: info@pemuteransnorkeling.com