BOOKING TERMS & CONDITIONS

At Arasatu Villas & Sanctuary, these Terms & Conditions form part of the booking contract and apply together with the Arasatu Cancellation Policy, Room Policy, Tax Policy, and Payment Policy.

1. Reservation Confirmation & Payment

Reservations are confirmed only after successful full payment, a valid payment guarantee, or written confirmation by Arasatu, as applicable to the selected rate, package, or booking channel.

Guests must complete payment in accordance with the deadline stated in the booking confirmation or rate condition.

If payment is not received by the stated deadline, Arasatu may release the reservation without further notice, subject to the applicable booking terms.

All payments are processed in Indonesian Rupiah (IDR). Any bank charges, foreign exchange costs, intermediary deductions, currency conversion losses, or third-party payment processing fees are borne by the guest unless Arasatu expressly states otherwise in writing.

2. Occupancy, Extra Person & Children

Unless Arasatu expressly confirms otherwise in writing, the maximum occupancy in any villa is three (3) adults, subject to room type, availability, and applicable charges for extra bed and/or extra meals.

For pricing and meal supplement purposes, children aged five (5) to eleven (11) years are treated as children, and guests aged twelve (12) years and above are treated as adults, unless Arasatu expressly states otherwise in writing.

Infants and toddlers aged zero (0) to four (4) years may stay on existing bedding without charge unless Arasatu expressly confirms otherwise in writing.

Children below nine (9) years old must remain under the supervision of a parent or guardian at all times.

Extra beds, meal supplements, or other special arrangements are subject to availability and prior written confirmation by Arasatu.

3. Rates, Inclusions, Meal Plans & Repricing

Rates, inclusions, meal plans, and booking conditions are those shown or quoted at the time of booking.

Unless Arasatu expressly states otherwise in writing, Breakfast Only includes daily breakfast only, and Full Board includes daily breakfast, lunch, dinner, and afternoon tea for the number of registered guests stated in the booking confirmation.

Complimentary inclusions, equipment use, bicycles, activity support, and similar non-room inclusions are subject to availability, weather, sea conditions, operational conditions, and Arasatu’s prevailing on-site arrangements unless Arasatu expressly guarantees them in writing.

Any permitted booking modification, including date changes, occupancy changes, villa changes, package changes, or other material booking changes, may be repriced based on prevailing rates, room availability, seasonal periods, taxes, service charges, inclusions, and other conditions in effect at the time the change is confirmed.

Additional charges may therefore apply to any approved amendment or reschedule.

Arasatu reserves the right to correct manifest pricing, availability, content, or system errors. If payment has already been received for a booking materially affected by such an error, Arasatu may cancel the affected booking and refund the amount paid as the guest’s sole remedy.

4. Cancellation, Refund & Reschedule Framework

For bookings made through Arasatu’s official website booking engine, official WhatsApp, official email, or other official written direct channels expressly operated by Arasatu under a Flexible Rate or other direct-flexible booking condition expressly published by Arasatu, free cancellation may be requested up to fourteen (14) full days before the scheduled check-in time.

Direct Flexible bookings cancelled less than fourteen (14) full days before the scheduled check-in time are non-refundable unless Arasatu expressly agrees otherwise in writing.

A Direct Flexible booking may be rescheduled a maximum of one (1) time only, subject to room availability and Arasatu’s written approval.

A reschedule request for a Direct Flexible booking received at least three (3) full days before the scheduled check-in time may be processed without reschedule fee, subject to any applicable rate difference, seasonal difference, room difference, meal difference, tax difference, service charge difference, or booking adjustment.

Reschedule requests received less than three (3) full days before check-in time are not eligible for free reschedule and remain subject to the applicable cancellation and booking terms unless Arasatu expressly agrees otherwise in writing.

If the rescheduled stay is higher in value than the original booking, the difference must be paid before the new stay is confirmed.

If the rescheduled stay is lower in value than the original booking, no refund, credit, or balance reimbursement is due unless Arasatu expressly agrees otherwise in writing.

Any approved reschedule remains tied to the same primary guest and original booking party and may not be transferred, reassigned, resold, exchanged, or converted into cash, credit, or voucher value unless Arasatu expressly confirms otherwise in writing.

For bookings made through online travel agencies, travel agents, wholesalers, or other third-party channels, the pricing and cancellation terms displayed or agreed through the original booking channel govern that booking. Unless Arasatu expressly confirms otherwise in writing, any third-party booking sold or displayed as non-refundable, saver, advance purchase, or other strict-rate equivalent is non-refundable, non-cancellable, and non-reschedulable.

No-shows, unused nights, and early departures are non-refundable unless Arasatu expressly agrees otherwise in writing.

5. Linked Policies

The Arasatu Cancellation Policy, Room Policy, Tax Policy, and Payment Policy form part of the booking contract.

Guests are responsible for reading and complying with all applicable policies in force at the time of booking and stay.

6. Accommodation Allocation & Specific Requests

Specific room numbers, unit positions, exact villa allocations, views, adjacency requests, or preferred locations are subject to availability and are not guaranteed unless Arasatu expressly confirms them in writing.

Special requests are noted on a best-effort basis only unless Arasatu expressly confirms otherwise in writing.

7. Operational Adjustments, Inclusions & Separately Paid Add-Ons

Facilities, dining services, experiences, activities, island access conditions, weather-dependent services, and other operational elements may be adjusted, substituted, limited, rescheduled, or temporarily unavailable due to maintenance, weather, sea conditions, safety, staffing, supplier issues, transport disruption, force majeure, government directives, or operational requirements.

Such adjustments do not, by themselves, entitle the guest to a refund, discount, cancellation right, or compensation.

Unused inclusions, unused services, shortened stays, or services not used by the guest do not qualify for refund, credit, or compensation.

If Arasatu is unable to deliver a separately paid add-on booked directly with Arasatu, Arasatu may, at its discretion, provide a reasonable substitute, reschedule, credit, or refund for that specific undelivered add-on only.

8. Safety & Liability

Guests are responsible for acting with reasonable care while on the property and for supervising children at all times.

Arasatu is not liable for injury, illness, loss, theft, damage, delay, or inconvenience arising from guest negligence, unsafe behavior, failure to supervise children, disregard of staff guidance, or use of the property contrary to posted rules, except where liability cannot be excluded by law.

9. Force Majeure

Arasatu is not responsible for delay, closure, disruption, or non-performance caused by events beyond its reasonable control, including but not limited to extreme weather, rough sea conditions, transport disruption, flooding, fire, utility interruption, public health events, civil disturbance, government action, or safety directives.

Where feasible and commercially reasonable, Arasatu may offer a goodwill adjustment, credit, or alternative arrangement at its discretion. Any such accommodation is voluntary, case-specific, and does not create precedent.

10. Guest Data & Privacy

Guest data may be collected and used for reservation processing, identity verification, guest communication, payment handling, regulatory compliance, security, operational delivery, and other legitimate hospitality purposes.

Arasatu may share guest data only with relevant service providers, payment providers, authorities, or other parties where reasonably necessary for operations or where required by law.

11. Booking Channel Authority

For bookings made through online travel agencies, travel agents, wholesalers, or other third-party channels, the pricing, payment, cancellation, amendment, and refund terms displayed or agreed through that original booking channel govern that booking unless Arasatu expressly confirms otherwise in writing.

For direct bookings made through Arasatu’s official website booking engine, official WhatsApp, official email, or other official written direct channels expressly operated by Arasatu, Arasatu’s published direct-booking policies apply unless Arasatu expressly issues separate written terms for that booking.

If a booking is shown or sold under a specific named rate type, package condition, promotional condition, or channel-specific condition, that specific condition applies together with these Terms & Conditions and prevails on that subject in the event of inconsistency.

12. Request Channel & Time Standard

Any amendment, cancellation, or reschedule request must be submitted through Arasatu’s official WhatsApp, official email, or other official written channel expressly operated by Arasatu.

The effective time of request is the timestamp received by Arasatu on the relevant official channel in WITA / GMT+8.

Requests sent to personal numbers, social media direct messages, third-party partners, or unofficial channels are not deemed received unless Arasatu expressly acknowledges them in writing.

13. Policy Hierarchy & Interpretation

If the same subject is addressed in more than one policy, the following subject-matter hierarchy applies:

a. the Cancellation Policy governs cancellations, refunds, no-shows, early departures, and date changes;
b. the Room Policy governs occupancy, visitors, conduct, safety, and on-property use;
c. the Tax Policy governs rate presentation, taxes, service charges, levies, payment fees, and billing treatment;
d. the Payment Policy governs payment methods, payment deadlines, proof of payment, and settlement requirements; and
e. these Terms & Conditions govern all other matters.

These policies must be read together and interpreted in good faith as one commercial framework, not in isolation.

14. Governing Law, Jurisdiction & Language

These Terms & Conditions are governed by the laws of the Republic of Indonesia.

Any dispute shall be subject to the jurisdiction of the competent courts in Indonesia, unless mandatory law requires otherwise.

If any policy is translated into another language, the English version prevails in the event of inconsistency or interpretation dispute.

CANCELLATION POLICY

1. Definitions & Time Standard

All deadlines under this Policy are based on WITA / GMT+8.

For the purpose of this Policy, check-in time means the scheduled check-in time stated by Arasatu for the relevant booking or arrival date.

“Direct Flexible Booking” means a reservation made through Arasatu’s official website booking engine, official WhatsApp, official email, or other official written direct channels expressly operated by Arasatu, where Arasatu has expressly published or confirmed a flexible direct-booking condition for that reservation.

“Third-Party Strict Booking” means a reservation made through an online travel agency, travel agent, wholesaler, or other third-party channel and sold, displayed, or confirmed under a non-refundable, saver, advance purchase, or other strict-rate equivalent condition.

2. Channel & Booking Condition Govern

The cancellation, refund, no-show, and reschedule terms applicable to a reservation are determined by the booking channel and the booking condition shown or confirmed at the time of booking.

For third-party bookings, the original booking channel terms govern unless Arasatu expressly confirms otherwise in writing.

For direct bookings, Arasatu’s published or expressly confirmed direct-booking terms govern.

3. Direct Flexible Booking – Free Cancellation

A Direct Flexible Booking may be cancelled for a refund only if Arasatu receives the cancellation request at least fourteen (14) full days before check-in time.

Cancellation requests received less than fourteen (14) full days before check-in time are non-refundable unless Arasatu expressly agrees otherwise in writing.

Free cancellation under a Direct Flexible Booking applies only to a valid cancellation request received within the stated time window. It does not create an automatic right to credit, voucher conversion, cash substitution, or open-dated rebooking.

4. Eligible Refund Processing for Direct Flexible Bookings

For eligible Direct Flexible Booking cancellations, approved refunds will be processed by Arasatu within fourteen (14) business days.

Refunds will be returned to the original payment method where reasonably possible.

The time for funds to appear in the guest’s account may vary depending on the payment provider, bank, card issuer, original payment channel, and internal banking timelines.

Bank fees, foreign exchange losses, currency conversion costs, intermediary deductions, payment gateway charges, and third-party processing fees are non-refundable unless required by law or unless Arasatu expressly confirms otherwise in writing.

5. One-Time Reschedule for Direct Flexible Bookings

A Direct Flexible Booking may be rescheduled a maximum of one (1) time only if all of the following conditions are met:

a. the request is received at least three (3) full days before check-in time;
b. the request is made through Arasatu’s official direct channels;
c. the new dates are available and accepted by Arasatu;
d. the entire booking is moved as one booking and not split into separate stays;
e. the rescheduled stay is completed within twelve (12) months from the original check-in date; and
f. any rate difference, tax difference, service charge difference, minimum-stay adjustment, meal-plan difference, package difference, or other applicable price difference is paid by the guest before the new stay is confirmed.

This one-time reschedule is a limited commercial concession. It is not a refund and has no cash value.

6. Reschedule Restrictions for Direct Flexible Bookings

Reschedules are not available into designated blackout dates unless Arasatu expressly agrees otherwise in writing.

Reschedule requests into peak periods, festive periods, public holidays, special event periods, or dates with minimum-stay restrictions may be declined, restricted, or repriced by Arasatu at its discretion.

If a rescheduled stay is cheaper than the original stay, no refund, credit, or balance reimbursement is due unless Arasatu expressly agrees otherwise in writing.

If the guest fails to confirm the new dates, pay any required difference, or complete the reschedule within the period specified by Arasatu, the original booking remains subject to its original booking terms.

Any approved reschedule remains tied to the same primary guest and original booking party and may not be transferred, reassigned, resold, exchanged, or converted into cash, credit, or voucher value.

7. Third-Party Strict Bookings

Third-Party Strict Bookings are non-refundable, non-cancellable, and non-reschedulable unless Arasatu expressly confirms otherwise in writing or unless mandatory law requires otherwise.

Any modification, cancellation, refund, or date-change request for such bookings must be handled through the original booking channel unless Arasatu expressly agrees otherwise in writing.

Arasatu is not obliged to override, replace, or improve the third-party channel’s published booking conditions unless Arasatu expressly confirms otherwise in writing.

8. Request Channel & Timestamp Authority

For Direct Flexible Bookings, cancellation and reschedule requests must be submitted through Arasatu’s official WhatsApp, official email, or other official written channel expressly operated by Arasatu unless Arasatu confirms another official method in writing.

The effective time of request is the timestamp received by Arasatu on the relevant official channel in WITA / GMT+8.

Requests sent to personal numbers, social media direct messages, third-party partners, or unofficial channels are not deemed received unless Arasatu expressly acknowledges them in writing.

9. Late Arrival, No-Show & Release of Reservation

Guests expecting late arrival must notify Arasatu as soon as reasonably possible.

Without sufficient notice, Arasatu may treat the reservation as a no-show after the first night and may release the remaining nights.

No-shows are charged at one hundred percent (100%) of the reservation value.

Late arrival due to traffic, weather, sea conditions, transport disruption, airline issues, boat issues, or other external factors does not create a refund right, compensation right, or automatic waiver of the no-show rule.

10. Early Departure & Unused Stay Components

Early departures, shortened stays, unused nights, unused inclusions, unused services, meal components not used, or partial use of facilities or experiences do not qualify for refunds, credits, or partial reimbursement.

11. Goodwill Exceptions

Any exception, waiver, credit, special accommodation, or commercial adjustment granted by Arasatu outside this published Policy is entirely discretionary, must be confirmed in writing by Arasatu, is non-transferable, and does not create precedent for any other booking or future request.

12. Force Majeure & External Disruption

This Policy is subject to Arasatu’s Booking Terms & Conditions, including the provisions relating to force majeure, operational adjustments, and external disruption.

Weather, sea conditions, airline issues, boat issues, transport disruption, government action, or other events beyond Arasatu’s reasonable control do not, by themselves, create a refund right, compensation right, or automatic waiver of this Policy unless Arasatu expressly confirms otherwise in writing or unless mandatory law requires otherwise.

13. Policy Acceptance

By completing a booking through Arasatu’s official direct channels, or by confirming a booking through a third-party channel where applicable terms are displayed or agreed, the guest acknowledges and agrees that the applicable cancellation, refund, no-show, and reschedule terms form part of the binding booking contract.