Booking, cancellation and refund policy

1. Scope and parties

This policy governs every booking made through the Platform. Three parties are involved:

• Platform: PT Sari Destinasi Desa (Sidemen Retreats), operator of the booking service and merchant of record for all payments. Guests pay the Platform.
• Property: the independent owner or manager of the accommodation, who provides the stay and any additional services. Properties are not owned or operated by the Platform.
• Guest: the person making the booking.

Two layers of terms apply. This policy is issued by the Platform and covers booking, payment, cancellation and refunds. Each Property additionally publishes its own terms covering the stay itself: house rules, check-in and check-out times, guest conduct, damage, and the additional services it offers. Paddy Bamboo House publishes its terms as stay terms and house rules. Where a Property's terms conflict with this policy on booking, payment, cancellation or refunds, this policy prevails.

2. Booking and confirmation

A booking is a request until payment clears. The dates are held for 15 minutes while payment is completed. If payment is not completed within that period, the hold is released and the dates return to sale.

The booking is confirmed only once the Platform receives confirmation of successful payment from its payment provider. A confirmation is then sent to the email address given at booking. No other message, from the Platform or from the Property, confirms a booking.

Prices are displayed in Indonesian Rupiah and include every amount payable at the time of booking. Charges arising during the stay, such as additional services ordered on site, damage, or local levies collected by the Property, are governed by the Property's own terms and settled directly with the Property.

3. Payment

Payment is taken in full at the time of booking through the Platform's payment provider. The available payment methods are those offered by the provider at checkout.

The Platform collects payment as merchant of record and remits funds to the Property under its agreement with that Property. The Guest's payment contract is with the Platform.

4. Cancellation by the Guest

All bookings are non-refundable.

A Guest who cancels a confirmed booking, for any reason and at any time before check-in, is not entitled to a refund of any part of the amount paid. This includes, without limitation, changes of plan, travel disruption, visa or transport problems, illness, and changes in personal circumstances.

A Guest who does not arrive, referred to as a no-show, is likewise not entitled to any refund, and the Property is not obliged to hold the accommodation.

This term is disclosed before payment. To complete a booking, the Guest must expressly acknowledge that it is non-refundable.

5. Changes to dates

A Guest may ask the Property to move a booking to different dates. The Property may agree or decline at its sole discretion and is under no obligation to agree. Any change is subject to availability.

Where a change is agreed, the Property arranges it directly with the Guest. If the new dates carry a higher price, the difference is payable to the Property on arrival. No further payment is taken through the Platform, and the original payment is neither reversed nor reissued.

A request to change dates that the Property declines does not entitle the Guest to a refund, and section 4 continues to apply.

6. Travel insurance

Because bookings are non-refundable, Guests are strongly advised to hold travel insurance covering cancellation. The Platform does not arrange, offer or administer insurance, and Guests are responsible for making their own arrangements.

7. When a refund is given

A full refund of the total amount paid is given where the booked accommodation cannot be provided. This applies where:

1. the accommodation is unusable through damage, an urgent maintenance failure, or another condition making it unfit to occupy;
2. an emergency or force majeure event prevents the stay, including natural disaster, fire, flood, volcanic activity, civil disturbance, epidemic, or an act or order of a government authority;
3. the accommodation has been booked more than once for the same dates, referred to as an overbooking, whether caused by the Property, by a connected booking channel, or by a fault in the Platform's systems; or
4. the Platform or the Property cancels the booking for any other reason not attributable to the Guest.

Refunds under this section are always for the full booking. There is no partial refund. Where the accommodation cannot be provided, the entire booking, covering the accommodation and any additional services booked with it, is refunded and the booking is cancelled in full.

Where an additional service cannot be provided but the accommodation itself is unaffected, the stay proceeds and the Property is responsible for remedying the shortfall directly with the Guest. This does not give rise to a refund from the Platform.

Where a refund is due, the Property or the Platform will, where practical, first offer alternative accommodation of an equivalent or better standard for the same dates. The Guest is under no obligation to accept and may take the full refund instead.

Where an overbooking under 7(c) was caused by a fault in the Platform's own systems, the Platform may at its discretion offer a credit towards a future booking in addition to the refund. Any such credit is offered case by case and is not an entitlement.

8. How refunds are paid

Refunds are made by the Platform to the original payment method. The Platform initiates the refund within 5 business days of the cancellation being confirmed. The time taken for funds to reach the Guest is determined by the payment provider and by the Guest's bank or card issuer, and is outside the Platform's control.

Refunds are made in Indonesian Rupiah for the amount paid. Where the Guest's card was charged in another currency, the amount received may differ because of exchange-rate movement and any charge applied by the Guest's own bank. The Platform is not responsible for that difference.

9. Chargebacks

A Guest who believes a refund is due should contact the Platform first. Raising a chargeback with a card issuer in respect of a booking that is non-refundable under section 4 does not create an entitlement to a refund. The Platform will respond to the issuer with the booking record and the Guest's acknowledgement of these terms.

10. Complaints

Complaints about the stay itself should be raised with the Property under its own terms. Complaints about booking, payment or refunds should be raised with the Platform at [email protected]. The Platform acknowledges complaints within 2 business days.

11. Changes to this policy

The Platform may amend this policy at any time. The version in force at the time a booking is made governs that booking.

12. Governing law

This policy is governed by the laws of the Republic of Indonesia. Any dispute arising from it that cannot be resolved amicably is submitted to the exclusive jurisdiction of the Pengadilan Negeri Denpasar, Bali.