Refund & Cancellation Policy

1. The scope of this Policy applies to all transactions at Lombok Trip: villa & hotel reservations, restaurant reservations, vehicle & equipment rentals, shop purchases, and services (visas, business legality, etc.). All payments are processed online via the iPaymu payment gateway. 2. Unpaid transactions Bookings or orders that are not paid by the deadline are automatically canceled without any fees. 3. Cancellation by Villa & hotel customers: - 7 days or more before check-in: 100% refund. - 3 to 6 days before check-in: 50% refund. - Less than 3 days before check-in or no-show: no refund. Vehicle & equipment rental: - 24 hours or more before rental time: 100% refund. - Less than 24 hours: 50% refund. Restaurant reservations: - Deposit is fully refunded if canceled 24 hours or more before the reservation time. Store: - Orders that have not been shipped can be canceled with a 100% refund. - Goods received that are damaged or unsuitable can be returned no later than 3 days after receipt, accompanied by a photo or video of opening the package. Services (visas, PT PMA establishment, and the like): - Fees that have been paid to government agencies or third parties are non-refundable. The remaining service costs that have not been performed are returned proportionally. 4. Cancellation by Lombok Trip If we cancel a transaction — for example the room or unit is not available due to problems on our part — the customer receives a 100% refund, or can choose an alternative schedule at no additional cost. 5. Double payments or overpayments Overpayments or double payments for the same transaction are refunded 100%. 6. Force majeure For cancellations due to natural disasters, access closures, or government policies, we prioritize free rescheduling. If rescheduling is not possible, refunds are processed according to agreement with the customer. 7. How to request a refund Contact us via WhatsApp or email listed on the Contact page by including: - booking code or order code, - reason for cancellation, - bank name, account number, and name of the account owner to whom the refund is made. 8. The processing time for applications to be verified is no later than 3 working days. Approved refunds are transferred to the account in the name of the customer no later than 14 working days after verification. Interbank transfer fees are borne by Lombok Trip.