Cancellation & Refund Policy
By making a deposit, you are officially joining the Journey into Wild Sumatra adventure! This is an agreement that ensures we will provide all the services you have booked – from exciting trekking, exciting activities, to comfortable transportation. We are fully committed to making your dream trip come true.
Cancelling Your Trip
We understand that plans can change. If you need to cancel your adventure, please take note of our cancellation policy:
Cancellation 10 Days or More: Good news! If you notify us at least 20 full days before your arrival date, we will refund your deposit (or full payment if you have already paid). However, please note that any transaction fees that may be incurred (around 10%) are non-refundable and will be deducted from your refund amount.
Cancellation Less Than 7 Days: Unfortunately, if you cancel less than 7 days before your arrival, your deposit is non-refundable. This deposit will be used to cover the cancellation costs of your trekking & tour booking, compensation for our guides and team, as well as reservation fees and compensation for the driver. Our commitment to our team is very important!
Important: Refunds will be processed via Wise.com or PayPal at the discretion of management. We do not issue cash refunds.
Changes to Your Itinerary
Flexibility is key, but changes also come with consequences. By paying a deposit, you have entered into a contract with us, and our team (guides, drivers and activities team) have been booked and arrangements have been made. They will not accept any other work once we have booked them. Therefore:
Activity Changes: You are welcome to change your chosen activities, but please note that there may be additional charges. This is because all arrangements, from the trekking team to the tour guides and drivers, have been made and paid for by us. Even if you do not proceed with the activity, we will still compensate our team.
Arrival Date Changes: We will do our best to adjust your booked treks, activities and transportation if there is a change in arrival date. However, please note that due to other bookings, it is possible that your original itinerary may no longer be possible. But don't worry, we will always try to find the best solution for you!
It is your responsibility as a guest to notify us of any changes to your arrival date as soon as possible, and to be prepared to cover any additional costs that may arise. We are not responsible for any additional costs that arise from changes to your itinerary made less than 10 days prior to arrival. Delays or cancellations of other travel (such as flights) are also the responsibility of the guest, and additional charges may apply.