1
Booking Policy
1.1 Initial Deposit
To secure your reservation for the Sumbawa Whale Shark Tour, a 20% non-refundable deposit of the total tour price is required. This deposit allows us to arrange your transportation, accommodation, boat excursion, and other services in advance.
1.2 Reservation Confirmation
Your booking will be officially confirmed once both of the following requirements have been completed:
- We have received the necessary personal details for all participants.
- Your required 20% deposit has been received and successfully verified.
Once your booking is confirmed, we will provide confirmation of your reservation and the agreed tour arrangements.
1.3 Shared Responsibility
The person making the reservation is responsible for communicating these Terms and Conditions to all participants included in the booking.
By making the reservation, the lead guest confirms that all participants have been informed of and agree to these Terms and Conditions. The lead guest is also responsible for providing accurate booking information and coordinating communications with the group.
All participants are expected to comply with the agreed booking arrangements and follow the instructions of the tour team throughout the trip.
2
Payment Policy
At Sumbawa Whale Shark, we aim to make your payment experience as smooth, secure, and transparent as your whale shark adventure. Please review the following payment terms before confirming your reservation.
2.1 Accepted Payment Methods
We accept the following payment methods for both the initial deposit and the remaining balance:
Cash
Bank Transfer
Wise Transfer
Revolut
Online Payment Link
PayPal (+4.5% fee)
2.2 Final Payment
The remaining balance must be paid no later than one day before departure or, if agreed in advance, upon arrival before the tour begins.
| Accepted Method for Balance |
Processing Surcharge |
Conditions |
| Cash |
0% (No extra fee) |
Settled in IDR directly to tour coordinator |
| Bank Transfer or Wise |
Bank Fees Apply |
Sender covers all intermediary and conversion fees |
| PayPal |
4.5% processing fee |
Merchant fee applied to processed balance |
| Credit or Debit Card |
4.0% processing fee |
Subject to card terminal availability |
Any applicable fees will be communicated to you before payment.
2.3 Bank and Transfer Fees
All bank charges, international transfer fees, currency conversion fees, and other transaction costs are the responsibility of the customer. Please ensure that the amount transferred covers all applicable fees so that the full amount due is received by Sumbawa Whale Shark.
2.4 Initial Deposit Policy
A 20% non-refundable deposit of the total tour price is required to secure your Sumbawa Whale Shark Tour reservation.
Once your booking is confirmed, we use the deposit to arrange and secure services in advance, including transportation, accommodation, boat excursions, and other tour-related arrangements.
These services may involve advance payments and cancellation restrictions imposed by our local suppliers. For this reason, the deposit is generally non-refundable, including in cases of personal schedule changes or medical emergencies, subject to applicable consumer protection laws.
We strongly recommend reviewing your travel insurance coverage before confirming your booking.
2.5 Important Payment Reminder
Please carefully review our booking and payment policies before making a reservation. If you have any questions about payment methods, processing fees, or the payment deadline, our team will be happy to assist you.
At Sumbawa Whale Shark, we value transparency and clear communication. Our payment policy helps us coordinate transportation, accommodation, and local boat services in advance so that we can provide a well-organized and enjoyable Sumbawa Whale Shark Tour. Thank you for choosing Sumbawa Whale Shark for your adventure!
3
Rescheduling Policy
Rescheduling may be possible, subject to availability and confirmation from our team. We kindly ask you to inform us as early as possible if you need to change your travel date. Thank you for your understanding and cooperation.
Rescheduling Within 24 Hours of Departure:
If you request a reschedule within 24 hours of the scheduled departure, the accommodation room charge will still apply because the room may already have been booked and paid for in advance.
4
Cancellation Policy – Sumbawa Whale Shark Tour
At Authentic Whale Shark Sumbawa, we understand that travel plans can sometimes change due to unexpected circumstances. To ensure transparency and a smooth booking experience, we kindly ask all guests to read our cancellation policy carefully before confirming a reservation.
Our whale shark excursions involve boat arrangements, local transportation, accommodation, and coordination with local communities. This policy helps us manage these arrangements fairly while prioritizing guest safety and responsible tourism.
4.1 Cancellation Requests
All cancellation requests must be submitted directly to your Authentic Whale Shark Sumbawa sales representative via email or WhatsApp. Requests must be made by the person who originally made the reservation and paid the deposit.
- Once a booking is confirmed, the initial deposit is 100% non-refundable.
- Cancellations due to personal reasons, including changes in travel plans, flight schedules, work commitments, relationship issues, or other personal circumstances, are subject to the cancellation fees outlined below.
- Please ensure that your travel dates and arrangements are confirmed before making a reservation.
- Package prices may be adjusted if the number of participants changes or if the requested services are modified.
4.2 Cancellation Fees
The following cancellation terms apply based on the time we receive your cancellation request before the scheduled tour departure:
> 24 Hours Prior
Early Notice
No Extra Fee
No additional cancellation fee will apply. The initial 20% deposit remains 100% non-refundable. Any remaining balance already paid will be handled according to the agreed booking terms.
≤ 24 Hours Prior
Late Notice
50% Tour Fee
A cancellation fee of 50% of the total tour price will apply. The initial deposit is non-refundable. If the cancellation fee exceeds the deposit already paid, the remaining amount may be payable.
Departure Day / No-Show
Same Day / Missed
100% Tour Fee
A cancellation fee of 100% of the total tour price will apply. No refund will be issued for the booking as all charter boats, fuel, accommodations, and guides are fully mobilized.
4.3 Important Considerations
A. Cancellation or Early Termination During the Tour
If you decide to leave the tour early, withdraw from an activity, or discontinue the excursion after the tour has started:
• No refund will be provided for unused services.
• Any additional expenses, including transportation, accommodation, meals, or other arrangements required for your early return, will be your responsibility.
If you are unable to participate in or continue the excursion due to illness, injury, seasickness, or other personal health concerns:
• No refund will be provided for unused services.
• Any additional expenses resulting from your withdrawal will be your responsibility.
We encourage all guests to assess their physical condition and inform our team of any relevant concerns before departure.
B. Pandemics and Global Emergencies
If a pandemic, public health emergency, or other major event prevents the tour from operating, we will assess the situation and communicate the available options to affected guests. Depending on the circumstances and applicable booking terms, alternative dates, tour credits, or refunds may be offered. Any rescheduling will be subject to operational conditions and availability.
C. No-Show Policy
A no-show occurs when a guest fails to attend the agreed meeting point or departure without providing timely notice to our team. Examples include:
• Failure to arrive at the designated pickup location at the agreed time.
• Failure to attend the scheduled tour departure.
• Failure to join the excursion because of personal scheduling errors or missed connections without prior coordination.
In the event of a no-show:
• A cancellation charge of 100% of the total tour price will apply.
• No refund will be provided for unused services.
• Additional costs arising from missed transportation or alternative arrangements will be the guest's responsibility.
Please contact our team as soon as possible if you anticipate being late or experiencing a travel disruption.
D. Omitted or Unused Services
No refunds will be provided for services that are not used due to personal choice or circumstances attributable to the guest, including:
• Skipped meals.
• Unused accommodation or transportation.
• Activities voluntarily omitted from the itinerary.
• Early departure or shortened itineraries.
• Failure to participate in an activity after the tour has commenced.
Exceptions may be considered when services cannot be provided due to operational decisions made by Authentic Whale Shark Sumbawa, subject to the circumstances and applicable booking terms.
5
Weather, Operations & Responsible Tourism
Marine Environment
Weather Conditions, Sea Conditions, and Force Majeure
Whale shark excursions depend on weather conditions, sea conditions, local operational arrangements, and the guidance of local authorities. The safety of our guests, crew, and local partners is always our priority.
The tour may be modified, postponed, or canceled due to circumstances beyond our control, including:
- Rough seas, strong winds, high waves, or unsafe boating conditions.
- Severe weather or natural disasters, including earthquakes, floods, and landslides.
- Government restrictions or instructions from local authorities.
- Port closures, ferry disruptions, or transportation interruptions.
- Safety concerns affecting boat operations or access to the whale shark area.
- Other unforeseen circumstances that make the excursion unsafe or impossible to operate.
If Authentic Whale Shark Sumbawa determines that the tour cannot operate safely, we reserve the right to modify the itinerary, postpone the excursion, or cancel the affected services. In such cases:
- Guests may be offered an alternative departure date, subject to availability.
- If rescheduling is not possible, an open-date voucher or tour credit may be offered according to the circumstances and the applicable booking terms.
- Any refund, credit, or alternative arrangement will be communicated clearly to the guest before a final decision is made.
Natural Wildlife Sightings Notice:
Please note that the presence of whale sharks cannot be guaranteed. Their appearance depends on natural conditions, and the absence of whale sharks alone does not constitute a tour cancellation or automatically qualify for a refund.
Ferry Disruptions & Delays
For guests traveling from Lombok to Sumbawa, the itinerary may involve land transportation, ferry crossings, and overnight accommodation. Ferry schedules and road travel may be affected by weather, operational changes, traffic, or instructions from the relevant authorities.
Authentic Whale Shark Sumbawa will make reasonable efforts to assist guests and coordinate alternative arrangements where possible. However:
• Delays caused by third-party transportation providers or circumstances beyond our control may affect the itinerary.
• Additional costs for accommodation, meals, transportation, or other services resulting from such delays may be the guest's responsibility unless otherwise agreed in writing.
We strongly recommend allowing sufficient travel time and following the departure instructions provided by our team.
Responsible Whale Shark Tourism
At Authentic Whale Shark Sumbawa, we are committed to providing a safe, respectful, and responsible whale shark experience.
All excursions are subject to local regulations, the instructions of the boat crew, and applicable wildlife interaction guidelines. Guests must follow the safety briefing and respect the natural environment and the welfare of marine wildlife.
Our team reserves the right to modify or discontinue an activity if conditions become unsafe or if a guest's actions pose a risk to other participants, the crew, or marine wildlife.
No refund will automatically be provided for an activity discontinued because a guest fails to follow safety instructions or responsible wildlife interaction guidelines.
Direct Support
Have Questions About Your Booking?
If you have questions about your booking, need to request a cancellation, or wish to discuss a change to your travel dates, please contact your Authentic Whale Shark Sumbawa representative via email or WhatsApp as soon as possible. We appreciate your understanding and cooperation.
