Tour Prices and Currency

Unless otherwise stated, our tour prices are quoted in Indonesian Rupiah (IDR). Where a price is displayed in another currency, such as euros (EUR), it is provided for convenience and may be subject to exchange-rate fluctuations.

The total price will be confirmed before the booking is finalised.

Depending on the selected package, the quoted price may include:

• Licensed local guide services.
• Applicable national park permits or entrance fees, where specifically stated.
• Meals and drinking water during the tour, where included.
• Camping equipment and camping arrangements for overnight treks, where included.
• River tubing or tube rafting, where included.
• Transportation and accommodation, where expressly included in the package.
• Other services specifically listed in the booking confirmation.

Services not expressly included in the confirmed package price may be charged separately. These may include international flights, personal expenses, travel insurance, tips, additional accommodation, optional activities, or transport outside the agreed itinerary.

We will explain any known additional charges before confirming the booking. We will not knowingly misrepresent the inclusions or exclusions of a package.

 Deposit Requirements

To secure a reservation, Sumatra Jungle Explore may require a deposit. The applicable deposit amount or percentage will be communicated before the customer makes payment.

Proposed standard deposit: 30% of the total booking price.

The remaining 70% would be payable according to the balance-payment deadline stated in the booking confirmation.

The deposit helps us reserve guides, arrange transport and accommodation, organise permits where applicable, and prepare food, equipment, and other services for your trip.

A booking is not guaranteed until the required deposit has been received and we have issued confirmation.

For bookings made close to the departure date, or for arrangements involving advance payments to third-party suppliers, we may require full payment or a different deposit amount. Any different requirement will be communicated before payment.

 Balance Payment

The remaining balance must be paid by the deadline stated in the booking confirmation.

Proposed standard deadline: The outstanding balance is due no later than 7 days before the tour departure date.

For bookings made fewer than 7 days before departure, full payment may be required at the time of confirmation.

For longer private tours, group bookings, or packages involving substantial advance commitments, a different payment schedule may be agreed in writing.

If the balance is not paid by the agreed deadline, we will contact the lead traveller to request payment. If payment remains outstanding, we may suspend or cancel the reservation, subject to the booking agreement and applicable law. Any cancellation charges must follow the applicable cancellation terms and must not be applied arbitrarily.

 Accepted Payment Methods

Available payment methods will be confirmed during the booking process. Depending on the arrangement, we may accept:

• Bank transfer.
• Approved online payment services.
• Other electronic payment methods agreed with the company.
• Cash payment in Indonesian Rupiah, only where agreed in advance.

International transfers and online payments may involve bank charges, intermediary fees, currency-conversion costs, or service-provider fees. Customers are responsible for charges imposed by their own banks or payment providers, unless otherwise agreed.

Please use only the payment instructions provided directly by Sumatra Jungle Explore through our official communication channels. If you receive unexpected or changed bank details, contact us through a previously verified contact method before transferring money.

Never send payment credentials, passwords, or one-time verification codes to anyone claiming to represent the company.

 Payment Confirmation and Receipts

Once payment has been received and verified, we will acknowledge receipt and update the booking payment status.

Customers may be asked to provide a transaction reference or payment receipt if a transfer cannot be identified.

A payment screenshot alone does not necessarily mean that funds have cleared. A booking payment is considered received when the funds have been successfully credited to, or otherwise confirmed by, the agreed payment provider.

Customers should retain payment receipts and booking confirmations until the tour has been completed and any outstanding financial matters have been resolved.

 Refund Procedure

Customers requesting a refund should contact us by email or WhatsApp and provide:

• The lead traveller’s full name.
• Booking reference, if available.
• Tour name and scheduled departure date.
• Amount paid and payment date.
• Reason for the refund request.
• Original payment reference or receipt, if requested.

We will acknowledge the request and review the booking records, payment status, cancellation terms, and any relevant supplier charges.

If a refund is approved, we will normally return it through the original payment method where practical. If that method is unavailable, we may agree on an alternative secure method with the customer.

Proposed processing target: We aim to initiate approved refunds within 14 calendar days after approval and confirmation of the necessary payment details.

The time required for the money to appear in the customer’s account may depend on banks, payment providers, international transfers, and currency-conversion processes. We will inform the customer if a delay is expected.

Where a refund cannot be processed within the stated target, we will explain the reason and provide an updated estimate. This target does not reduce any shorter deadline required by applicable law.

 Refund Currency and Bank Charges

Refunds will generally be issued in the original transaction currency where supported by the payment method.

For payments made in a foreign currency, the amount received by the customer may differ from the original amount because of exchange-rate changes or charges imposed by banks or payment providers.

Any deduction by Sumatra Jungle Explore must be consistent with the agreed booking terms and applicable law. We will not make undisclosed administrative deductions from refunds.

16. Travel Insurance

We strongly recommend that every traveller obtains comprehensive travel insurance before arriving in Indonesia.

Insurance should cover, where appropriate:

• Medical treatment and hospital expenses.
• Emergency evacuation and repatriation.
• Adventure activities, including jungle trekking and river tubing.
• Trip cancellation and interruption.
• Travel delays and missed connections.
• Loss of luggage and personal belongings.

Customers should check that their policy specifically covers the activities included in their itinerary and the level of trekking involved.

Travel insurance is the customer’s responsibility unless the booking confirmation expressly states otherwise. A customer’s inability to travel because of illness, injury, flight disruption, or another personal circumstance does not automatically entitle them to a refund under this policy. Any refund will be assessed under the applicable cancellation terms and law. Customers may also be able to claim eligible losses through their insurance provider.

 Third-Party Services

Certain arrangements may be provided by independent suppliers, including accommodation providers, transport operators, restaurants, payment processors, and other activity providers.

Where third-party services are included in a package, their applicable booking and cancellation conditions may affect the arrangements available to us.

We will communicate material supplier restrictions before confirming the booking where reasonably possible. Nothing in this section excludes any responsibility that Sumatra Jungle Explore has under applicable law for services it sells or obligations it has accepted.

 Reductions in Group Size and No-Shows

The price of a tour may depend on the number of participants. If one or more participants withdraw, the price per remaining participant may change where the original quotation was based on a minimum group size.

Customers should notify us promptly of any reduction in group size. We will explain any revised price or cancellation implications before proceeding where reasonably possible.

If a customer fails to arrive at the agreed meeting point or departure time without contacting us, the booking may be treated as a no-show. In such cases, refunds may not be available for services already reserved, prepared, or missed, subject to the booking terms and applicable law.

If a customer is delayed by circumstances outside their control, they should contact us as soon as possible. We will consider reasonable alternatives where operationally feasible, but additional transport, accommodation, or rearrangement costs may apply.

 Cancellation or Changes by Sumatra Jungle Explore

In some circumstances, we may need to cancel, postpone, or modify a tour because of severe weather, unsafe river conditions, park restrictions, trail closures, natural disasters, transport disruption, insufficient operational resources, or other circumstances that affect the safety or feasibility of the planned activity.

Where we cancel a tour and cannot provide a suitable alternative, customers will be offered an appropriate refund for the services not provided, in accordance with the booking agreement and applicable law.

Where feasible, we may offer one of the following alternatives:

• Rescheduling the tour to another available date.
• An alternative itinerary of comparable value.
• A credit towards a future booking, if the customer agrees.
• A refund where required or appropriate under the circumstances.

Customers will not be required to accept a credit or alternative arrangement where applicable law entitles them to a refund.

If only part of a package can be provided, we will explain the available options and any appropriate price adjustment.

 Weather, Safety and National Park Restrictions

Jungle trekking and outdoor activities in Sumatra depend on weather, trail conditions, river levels, wildlife conditions, and decisions made by relevant authorities.

For safety reasons, our guides may shorten, postpone, reroute, or cancel an activity. This may include river tubing, rainforest camping, or sections of a trekking itinerary.

If an activity is changed or cancelled, we will assess whether a safe alternative can be provided. Any refund or price adjustment will depend on the services not provided, the confirmed booking terms, the circumstances of the change, and applicable law.

Customer safety takes priority over completing an itinerary exactly as originally planned. We cannot guarantee specific wildlife sightings, including encounters with orangutans or other wild animals.