At Full Moon Tour & Travel, we value the trust of every traveler and are committed to providing clear, fair, and transparent cancellation and refund procedures.
This Refund and Cancellation Policy applies to bookings made directly through our website, official WhatsApp numbers, authorized representatives, or other official booking channels operated by Full Moon Tour & Travel.
By confirming a booking and making payment, the traveler acknowledges that they have read and accepted this policy.
All cancellation requests must be submitted through one of our official WhatsApp numbers:
+62 823 3924 8776
The cancellation request must include:
Traveler’s full name;
Booking or reservation number;
Booked service;
Scheduled travel date;
Reason for cancellation; and
Any supporting information reasonably required to process the request.
The effective cancellation time will be based on the time the cancellation request is received through our official communication channel.
All cancellation deadlines are calculated according to the scheduled departure or service commencement time shown in the booking confirmation.
Cancel anytime before the service begins → 100% refund
The 100% refund does not apply when:
The traveler fails to appear at the agreed pick-up location;
The rental service has already commenced;
The vehicle and driver have arrived at the agreed location and the traveler refuses or fails to use the service without prior cancellation; or
The booking is terminated because of unlawful, dangerous, abusive, or prohibited conduct by the traveler.
Cancel 24 hours or more before departure → 100% refund
Cancel between 12 and 24 hours before departure → 60% refund
Cancel within 12 hours before departure → No refund
Cancel 24 hours or more before departure → 100% refund
Cancel between 12 and 24 hours before departure → 60% refund
Cancel within 12 hours before departure → No refund
Cancel 36 hours or more before departure → 100% refund
Cancel between 24 and 36 hours before departure → 60% refund
Cancel within 24 hours before departure → No refund
This category includes tours operated by traditional boat, speedboat, yacht, phinisi, or another marine transportation provider.
Unless otherwise clearly disclosed and accepted before payment, the applicable refund percentage will be calculated from the amount paid for the affected travel service.
Refunds will not exceed the amount actually received by Full Moon Tour & Travel for the affected booking.
Any promotional discount, voucher, credit, or complimentary service used in the booking does not have a cash value and cannot be exchanged for cash.
When a booking includes several separately priced services, the refund will be calculated only for the canceled or affected service.
Travelers are responsible for arriving at the agreed meeting point or pick-up location at the scheduled time.
When a traveler arrives late, we will make reasonable efforts to accommodate the traveler. However, we cannot guarantee that the driver, guide, boat, or tour group will be able to wait.
If the traveler misses the trip, transportation, scheduled departure, or activity because of late arrival, the booking will be treated as a no-show, and no refund will be provided.
Additional transportation or alternative arrangements requested by the traveler may be subject to additional charges.
A traveler who does not appear at the confirmed meeting point or pick-up location and does not provide prior notice will be considered a no-show.
No-show bookings are non-refundable.
If the driver is delayed by approximately 15–30 minutes and the traveler has been informed in advance, no refund will apply, provided that the scheduled service can still be substantially completed.
If the driver is late and no reasonable prior notice is provided, the traveler may be entitled to appropriate compensation.
Depending on the length and effect of the delay, compensation may include:
A reasonable partial refund;
Travel credit;
An additional service;
Rescheduling; or
Another appropriate arrangement agreed with the traveler.
If the assigned driver does not arrive and no replacement or prior notification is provided within a reasonable period, the traveler will receive:
→ 100% refund
The traveler may also choose an alternative service of equivalent value, subject to availability and the traveler’s approval.
Force majeure means an event beyond the reasonable control of Full Moon Tour & Travel, the traveler, or the service provider.
Such events may include:
Earthquakes;
Volcanic eruptions;
Tsunamis;
Floods;
Severe storms;
Fires;
Epidemics or public-health emergencies;
War, terrorism, or civil unrest;
Government restrictions;
Port, airport, or national park closures;
Transportation shutdowns;
Official safety restrictions; or
Other unavoidable and extraordinary circumstances.
When a force majeure event makes the service impossible after the applicable 12-hour cancellation threshold has passed:
→ 50% refund
Where reasonably possible, the traveler may instead be offered:
Rescheduling;
Travel credit;
An alternative itinerary; or
Another service of comparable value.
Any alternative arrangement requires the traveler’s agreement.
This section does not limit any refund or consumer right that cannot legally be excluded under applicable mandatory law.
Safety decisions regarding weather and sea conditions may be based on information or instructions provided by:
The harbor master;
National park authorities;
Local government authorities;
Boat captains;
Transportation operators;
Emergency services; or
Other authorized safety personnel.
If a trip is fully canceled before departure because weather conditions make the service unsafe or legally impossible:
→ 75% refund
Alternatively, the traveler may choose:
Rescheduling;
Travel credit;
An alternative tour;
A modified itinerary; or
Another available service of comparable value.
An alternative tour or travel credit will not be imposed without the traveler’s consent.
Weather conditions that result only in a reasonable change of route, destination order, activity schedule, or departure time do not automatically qualify as a full cancellation.
When a significant part of the paid service cannot be provided, Full Moon Tour & Travel will assess whether an appropriate partial refund, credit, or alternative arrangement should be offered.
Mandatory consumer rights under applicable law remain unaffected.
If Full Moon Tour & Travel cancels a trip because of an accident, mechanical failure, operational emergency, or another safety-related event that prevents the booked service from being provided:
→ 100% refund
The traveler may alternatively accept:
Rescheduling;
An equivalent replacement service;
Travel credit; or
Another mutually agreed form of compensation.
An alternative arrangement will only replace the refund when accepted by the traveler.
Personal emergencies experienced by a traveler remain subject to the standard cancellation periods stated in this policy, unless otherwise required by applicable law or agreed by Full Moon Tour & Travel as a gesture of goodwill.
Travelers are strongly encouraged to obtain appropriate travel insurance covering illness, injury, missed transportation, emergency evacuation, trip interruption, and other unexpected circumstances.
No refund will be issued when a trip is interrupted, refused, or terminated because a traveler:
Commits or attempts theft;
Possesses, distributes, or uses illegal drugs;
Is severely affected by alcohol or prohibited substances;
Engages in violence, threats, harassment, or intimidation;
Endangers other travelers, employees, guides, drivers, crew members, local communities, wildlife, or property;
Refuses to follow reasonable safety instructions;
Carries prohibited or dangerous items; or
Engages in unlawful or seriously disruptive conduct.
Full Moon Tour & Travel reserves the right to remove a traveler from an activity when reasonably necessary to protect safety, property, or the experience of other travelers.
Any additional transportation, accommodation, legal, medical, or administrative expenses arising from such removal will be the responsibility of the traveler involved.
Travelers affected by threatening, abusive, unsafe, or seriously disruptive behavior may report the incident through our official WhatsApp numbers.
Reports should include, where reasonably available:
Booking details;
Date and location of the incident;
A description of what occurred;
Names of witnesses;
Photographs, recordings, or other supporting evidence.
Full Moon Tour & Travel will review the complaint and may provide an appropriate remedy when the complaint is verified.
Depending on the circumstances, the remedy may include:
An apology;
An alternative activity;
Travel credit;
A partial refund; or
Other reasonable compensation.
Compensation will be determined according to the seriousness of the incident, its effect on the affected service, available evidence, and applicable law.
Travelers are responsible for damage they intentionally cause or cause through negligence, misuse, prohibited conduct, or failure to follow reasonable instructions.
The responsible traveler may be charged for:
Verified repair costs;
Replacement costs;
Cleaning costs;
Recovery or towing costs;
Loss of use;
Administrative expenses; and
Other reasonable losses directly resulting from the damage.
Full Moon Tour & Travel may report serious damage, unlawful conduct, theft, violence, or safety violations to the relevant local authorities.
Normal wear and tear will not be charged to the traveler.
Full Moon Tour & Travel may cancel, reschedule, substitute, or modify a service when reasonably necessary because of:
Safety concerns;
Weather conditions;
Government restrictions;
Operational problems;
Insufficient legal operating conditions;
Transportation failure;
Guide, driver, or crew emergencies;
National park or destination closures; or
Force majeure.
When we cancel a service and no suitable alternative is accepted, the refund will be provided according to the applicable section of this policy.
When a material change significantly reduces the value or essential purpose of the booked service, the traveler may be offered:
An appropriate alternative service;
Rescheduling;
Travel credit;
A proportionate refund; or
A full refund when required by this policy or applicable law.
Minor operational changes that do not materially reduce the overall service do not automatically create a right to a refund.
Some bookings may include services operated by independent third parties, including:
Hotels;
Boat owners;
Airlines;
Ferry operators;
National park authorities;
Restaurants;
Local guides;
Vehicle operators; or
Activity providers.
Full Moon Tour & Travel will clearly communicate any material third-party booking conditions before payment whenever those conditions differ from this policy.
We will not apply undisclosed third-party cancellation conditions after a booking has been confirmed.
Where a third-party provider cancels a service, Full Moon Tour & Travel will make reasonable efforts to obtain the appropriate refund, replacement, or credit for the traveler.
Submitting a refund request does not automatically confirm eligibility.
We may request reasonable supporting documentation, including:
Booking confirmation;
Proof of payment;
Cancellation correspondence;
Medical or emergency documentation;
Official closure notices; or
Other evidence relevant to the request.
Refund requests will be reviewed fairly and according to:
This policy;
The confirmed booking details;
The circumstances of the cancellation;
Available evidence; and
Applicable consumer law.
We aim to provide an initial response to a completed refund request within three business days.
Once a refund is approved, Full Moon Tour & Travel will normally initiate the payment within:
→ 7–14 business days
Refunds will generally be returned through the original payment method whenever reasonably possible.
The time required for the refunded amount to appear in the traveler’s account may depend on the bank, credit-card issuer, payment processor, currency-conversion system, or other financial institution involved.
Full Moon Tour & Travel is not responsible for additional processing time controlled exclusively by a bank or payment provider.
Refunds will normally be issued in the currency in which Full Moon Tour & Travel received the payment.
The amount received by the traveler may differ because of:
Exchange-rate fluctuations;
International bank fees;
Card-provider fees;
Correspondent-bank charges; or
Payment-processor conversion rates.
Full Moon Tour & Travel does not determine or retain fees separately imposed by the traveler’s bank or payment provider.
Any fee charged directly by Full Moon Tour & Travel will be disclosed before the booking is confirmed.
Promotional bookings remain subject to this policy unless different conditions were clearly disclosed before payment.
Travel credits and vouchers:
Are not redeemable for cash unless required by law;
Must be used within the validity period shown;
May be subject to availability;
Cannot be resold without written permission; and
May not be combined with other promotions unless expressly permitted.
When a booking paid partly by voucher and partly by money qualifies for a refund, the refund may be returned using the same combination of voucher value and monetary payment.
Full Moon Tour & Travel may reject or investigate refund requests involving:
False information;
Forged documents;
Duplicate refund requests;
Unauthorized payment disputes;
Deliberate misuse of the booking system; or
Other fraudulent conduct.
This provision does not prevent travelers from exercising legitimate rights through their bank, payment provider, consumer-protection authority, or applicable legal process.
Nothing in this policy excludes, limits, or overrides consumer rights that cannot legally be waived or restricted.
Where mandatory consumer law provides the traveler with a higher refund, shorter processing period, or another non-excludable remedy, the mandatory legal requirement will prevail.
Travelers booking from outside Indonesia may have additional mandatory rights depending on:
Their country of residence;
The place where the booking was marketed or concluded;
The destination;
The type of travel service; and
Whether the booking legally qualifies as a package travel arrangement.
This policy and bookings made with Full Moon Tour & Travel are governed by the laws of the Republic of Indonesia, without limiting mandatory consumer protections that may apply under another jurisdiction.
Travelers are encouraged to contact us first so that complaints or disputes can be resolved fairly and efficiently.
When a dispute cannot be resolved through direct communication, the parties may use an authorized consumer-dispute resolution body, mediation, arbitration where mutually agreed, or the competent courts, subject to applicable law.
Full Moon Tour & Travel may update this Refund and Cancellation Policy to reflect operational, legal, regulatory, or service-related changes.
The policy applicable to a booking will generally be the version presented or made available when the booking was confirmed, unless:
A later amendment benefits the traveler;
The traveler agrees to the amended terms; or
A change is required by applicable law.
The effective date will be displayed at the beginning of this policy.
For cancellations, refund requests, complaints, or assistance, contact Full Moon Tour & Travel through our official WhatsApp numbers:
Indonesia: +62 823 3924 8776
Please include your full name, booking number, travel date, and a brief explanation of your request.
Easy cancellation procedures with clearly stated and fairly applied refund conditions.
Our drivers, guides, travel coordinators, and service partners are expected to provide professional and punctual service.
Receive a 100% refund or an agreed alternative arrangement when we cancel your service because of an accident or operational emergency covered by this policy.
Receive up to a 75% refund or choose an available alternative tour when weather conditions prevent your trip from operating safely, subject to this policy and applicable law.
Travel is more than moving from one place to another—it’s a journey through stories, cultures, and moments that shape who we are. We believe that true exploration blends wonder with well-being, allowing you to embrace the world without worry. With us, every destination becomes not just a place you visit, but a part of your life’s tapestry, woven with safety, meaning, and lasting memories.
Travel to Discover, Trave to Live