BOOKING & PAYMENT POLICY

1. Booking Confirmation & Deposit

To secure your booking, we require a 20–30% deposit, depending on the total value of your reservation.

Your deposit allows us to reserve your jungle trekking team, transportation, accommodation, and other tour services exclusively for your travel dates. Once your booking is confirmed, our guides, drivers, and local staff are scheduled specifically for your itinerary and will not accept other bookings during that period.

After you confirm your itinerary, we will send you a booking invoice with the required deposit amount. Payments can be made securely via Wise or PayPal. A PayPal account is not required—you can also pay using most major debit or credit cards.

To guarantee availability, we recommend confirming your booking as early as possible and at least 21 days before arrival.

2. Remaining Balance

The remaining balance is payable upon your arrival in Bukit Lawang in Indonesian Rupiah (IDR). Before your trip we will inform you of:

• Remaining balance in Indonesian Rupiah (IDR)
• Estimated equivalent in Euros (EUR)
• The exact amount to prepare before arrival

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CANCELLATION & REFUND POLICY

1. Cancellation Policy

Your deposit confirms a service agreement between you and Explore Sumatra Adventure for the tours, trekking, transportation, and other services included in your itinerary.

Cancellation 20 Days or More Before Arrival

• Your deposit (or full payment) will be refunded.
• Payment processing fees are non-refundable (approximately 10% depending on the payment provider).

Cancellation Less Than 20 Days Before Arrival

Deposits are non-refundable because they are used to cover:

• Jungle trekking team reservations
• Local guide compensation
• Driver and private transportation reservations
• Operational costs already committed for your booking

Approved refunds will only be processed via Wise or PayPal. Cash refunds are not available.

2. Changes to Your Itinerary

We understand that travel plans can change. If you need to modify your itinerary after paying the deposit, we will always do our best to accommodate your request. However, additional fees may apply because guides, drivers, accommodation, and other services have already been reserved specifically for your booking.

If your arrival date changes, we will try to reschedule your activities whenever possible. Please note that availability cannot be guaranteed, especially during peak season.

Guests are responsible for informing us of any itinerary changes as early as possible. Additional costs resulting from flight delays, cancellations, late arrivals, or personal travel changes are the responsibility of the guest.

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WHY WE REQUIRE A DEPOSIT

Your deposit helps us organize every part of your adventure while supporting our local team and community.

• ✔ Reserve certified local trekking guides
• ✔ Schedule private drivers and transportation
• ✔ Prepare permits and trekking equipment
• ✔ Guarantee your preferred travel dates
• ✔ Support local families through responsible tourism