Cancellation & Refund Policy

This Cancellation & Refund Policy forms part of your agreement with Go2Rinjani and applies to all tour packages booked through our official channels. All cancellations must be submitted in writing via email or WhatsApp and are only considered effective upon written acknowledgment from Go2Rinjani.

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Cancellation by the Client

If a client cancels a confirmed booking, the following refund schedule applies based on the number of days prior to the scheduled tour departure date:

Additional Terms

• Refunds for the remaining balance (where applicable) will be processed within 14 business days of the written cancellation acknowledgment.
• Refunds will be returned via the original payment method. Bank transfer fees and currency conversion losses are borne by the client.
• The effective cancellation date is the date on which Go2Rinjani receives and acknowledges the cancellation in writing — not the date the client sends the request.

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Force Majeure & Cancellation by Go2Rinjani

Go2Rinjani may cancel or suspend a tour due to circumstances beyond our reasonable control (“Force Majeure”), including but not limited to:

• Elevated volcanic activity on Mount Rinjani (Alert Level II or above as declared by PVMBG)
• Official park closure ordered by TNGR or the Indonesian government
• Extreme weather conditions rendering the trek unsafe (as determined by our guide team and/or relevant meteorological authority)
• Natural disasters including earthquake, flood, or landslide
• Public health emergencies declared by national or regional authorities

Alternatively, if the client prefers, Go2Rinjani will offer a free reschedule to a future available date of equivalent package value, valid for up to 12 months from the original departure date.

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Tour Interruption (Early Departure)

If a client voluntarily chooses to leave the trek before its completion for any personal reason (including but not limited to injury caused by personal negligence, fatigue, or change of mind):

• No partial refund will be issued for unused tour days or services.
• Go2Rinjani will make reasonable efforts to assist with safe descent and logistics, at cost to the client.
• If early departure is due to a medical emergency, our team will coordinate emergency assistance; costs may be covered by personal travel insurance.

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Rescheduling

• Clients may request one (1) complimentary reschedule if the request is made at least 14 days before the original departure date.
• Subsequent reschedule requests will incur an administrative fee of IDR 250,000 per request.
• Rescheduled dates are subject to availability and must be confirmed in writing by Go2Rinjani.
• Rescheduling does not apply to the deposit, which remains non-refundable.
• Price differences arising from peak season rescheduling will be charged to the client.

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How to Submit a Cancellation

All cancellation requests must be submitted in writing through one of the following channels:

When submitting a cancellation, please include:

1. Your full name
2. Booking reference number
3. Scheduled departure date

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