General Term & Condition at Bintan Travel Guide

All prices quoted by Bintan Travel Guide are net rates and are provided in Indonesian Rupiah (IDR), the official currency of Indonesia. We accept payments exclusively in IDR to ensure compliance with local regulations and avoid any discrepancies caused by exchange rate fluctuations.

Price adjustments may occur depending on the product or service being booked. For example, accommodation prices are subject to availability and may change if payment has not been made or confirmed. In such cases, our team will inform customers promptly about any changes. It is important to note that availability plays a critical role in determining final prices, especially for accommodations and itineraries changes.

To secure a booking and avoid potential price changes, we recommend completing the payment process as soon as possible. This ensures that your reservation is confirmed at the agreed-upon rate and eliminates the risk of price fluctuations.

We offer three secure and convenient payment methods to make the booking process straightforward for all customers:

1. Online Payment Gateway (Doku)

Payments through Doku allow customers to use their credit or debit cards safely. Once the booking details are confirmed, an invoice and a secure payment link will be sent to the customer. This method is widely used for its efficiency, reliability, and the ability to process payments in real-time.

2. Wise Transfer

For international customers, we offer the option to pay via Wise Transfer. This method simplifies the payment process, especially for those booking from abroad, by providing a hassle-free way to transfer funds in various currencies.

3. Bank Transfer

Customers can also choose to transfer payments directly to our official company bank account, registered under the name Bintan Travel Guide. This method is ideal for those who prefer traditional banking methods.

We ensure that all payment processes are conducted securely and transparently. It is important to note that payments are only accepted under the company name Bintan Travel Guide. We do not accept payments under personal or unofficial names. This policy ensures accountability and safeguards our customers from fraudulent transactions.

Our team will always recommend the most suitable payment option based on your specific booking requirements. Additionally, the selected payment method will take into account our cancellation policy to ensure a smooth process in case of any changes.

Deposits may be required for certain products or services, depending on the booking timeline and service type. For example, if a customer books a service several months in advance, a deposit may be necessary to secure the reservation.

However, not all services or products require a deposit. In some cases, especially with accommodations in Bintan, full payment may be required upfront to confirm the booking. Our team will clearly communicate whether a deposit is applicable and provide detailed instructions on how to proceed.

Deposits are typically non-refundable unless stated otherwise in the specific product’s cancellation policy. Customers will be informed of the terms and conditions related to deposits during the booking process.

Each product or service offered by Bintan Travel Guide has its own cancellation policy, which is clearly outlined in the product description. Additionally, cancellation terms will be mentioned in all communications, including emails and invoices, to ensure customers are fully informed.

Tours, Sightseeing and Activities

Cancellations due to unforeseen circumstances, such as bad weather, will be handled on a case-by-case basis. Customers may be offered options to reschedule, choose an alternative activity, or receive a refund. The specific terms will depend on the product or service booked.

Water Sports Activities

For water sports activities, safety is our top priority. In cases where adverse weather conditions make it unsafe to proceed, we can offer a full refund or changes to another activities. This policy ensures customer safety while maintaining our commitment to excellent service. But its subject to term and condition, our team will be make it clearly explanation upon booking process.

We aim to make the refund process as smooth and transparent as possible. The method and timeline for refunds depend on the payment method used during the booking:

1. Credit & Debit Card (Online Payment Gateway)

Refunds will be processed directly to the credit or debit card used for payment. The process typically takes up to 14 business days. Refunds will be issued in Indonesian Rupiah (IDR) without any additional charges or administrative fees.

2. Wise Transfer

Refunds processed via Wise Transfer may incur an administrative fee charged by the service provider. The fee amount will depend on the currency and exchange rate at the time of the refund. Customers will be informed about the fee before the refund is processed.

3. Bank Transfer

Refunds via bank transfer follow a similar process to Wise Transfer but depend on the bank’s regulations. The timeline for receiving the refund can range from 7 to 14 business days.

For all refunds, we provide regular updates to customers, ensuring transparency throughout the process. Customers are encouraged to monitor their bank accounts for updates and notify us if any issues arise.

We understand that travel plans may change. Our team strives to accommodate itinerary changes whenever possible, subject to availability. Any additional costs resulting from changes will be communicated clearly during the conversation, whether via email or chat.

Some changes may incur extra charges, while others may not. Our goal is to ensure that customers are fully aware of any implications before making adjustments to their itinerary.

Bintan Travel Guide does not provide insurance as part of our services. However, some activities and tours offered through third-party vendors may include insurance coverage. For example, certain adventure activities, such as ATV rides, are provided by vendors who offer their own insurance.

We strongly recommend that customers purchase personal travel insurance to cover any unexpected situations during whole their trip to Bintan. This ensures peace of mind and additional security while exploring the island.

All content on our website, bintantravelguide.com, including travel guides and related materials, is created by Bintan Travel Guide and reflects our original work or licensed materials. While some photos are sourced from providers such as hotels and some photos from other source, all articles and written content, including copywriting, are crafted in-house to ensure clarity and easy understanding for customers, helping them find the information they need quickly and efficiently.

All opinions and recommendations are based on customer needs and current demand. If anyone wishes to use our content, they must create their version to avoid plagiarism. Simply copying and pasting is not permitted, especially for commercial use, without our prior written permission. This ensures the originality and integrity of our work are maintained.

We are committed to protecting customer privacy. Any photos or documentation shared with our team will be used solely for internal purposes, such as ensuring customer satisfaction or validating itineraries. We do not share or upload customer photos to social media or other platforms without explicit consent.

If privacy is a priority for your trip, please inform us, and we will make arrangements to ensure your preferences are respected.

For further questions or assistance, please contact us. We are here to make your travel experience in Bintan smooth, enjoyable, and memorable.

At Bintan Travel Guide, we only offer booking services through our official website, bintantravelguide.com, to ensure that customers can easily contact us and receive personalized services. We do not sell our services on other platforms.

Previously, our services were available on KKDAY through a verified agent; however, we have discontinued this partnership to focus exclusively on delivering tailored experiences.

If customers come across our name on other platforms, please be advised that it is not affiliated with us and falls outside our responsibility. This includes cases where third parties may use our agency name, copywriting, or service titles without authorization.

Our official platforms are as follows:

TripAdvisor:

We use TripAdvisor solely for reviews from customers who have experienced our services. We registered on the platform in 2024 in response to customer requests for a review platform.

Social Media:

Our only official social media accounts are on Facebook and Instagram.

For any inquiries, always refer to our official website or verified channels to ensure authentic and reliable service.

At Bintan Travel Guide, all inquiries or bookings are handled exclusively by our Travel Consultants.

We do not refer to them as Admins, Customer Service Representatives, Sales Agents, or Reservation Agents.

This approach aligns with our commitment to providing tailored services and delivering the best possible experience to every customer.

Our Travel Consultants take care of every detail of your arrangements, ensuring a seamless and personalized service.

We also have a dedicated team on the ground, including local drivers and drivers employed directly by Bintan Travel Guide.

However, all communication with customers is managed solely through our Travel Consultants.

This ensures that your preferences are well understood and that every aspect of your service is aligned with your expectations.

While all primary communication and arrangements are managed by our Travel Consultants, there are situations where our local guides or vendors may need to send documentation (e.g., photos or videos) on the day of your activity.

This is only permitted if explicit consent is provided by the customer.

For any additional bookings, changes to itineraries, or other arrangements, customers must communicate directly with their assigned Travel Consultant.

This ensures consistency, clarity, and a smooth experience throughout your journey.

We take this approach to maintain the highest quality of service, allowing you to enjoy a worry-free holiday.

From start to finish, our team is dedicated to simplifying your travel experience so that you can focus entirely on enjoying your time in Bintan.