Cancellation and Refund Policy
Clear, fair policies designed to protect both our guests and our operations. Please read this policy carefully before making a booking.
Overview
This cancellation and refund policy applies to all phinisi charter bookings made through Phinisi Charter Indonesia, whether via direct booking, travel agent, or third-party platform. By confirming a booking and paying a deposit, guests acknowledge acceptance of these terms. This policy should be read in conjunction with our Terms and Conditions. We recommend all guests purchase comprehensive travel insurance that covers trip cancellation — details and recommendations are provided below.
Standard Cancellation Timeline and Refund Schedule
Cancellation refunds are calculated based on the number of days between our receipt of written cancellation notice and the scheduled charter departure date. All refund percentages apply to the total charter price including any confirmed add-on services.
| Notice Period | Refund Amount | Retention |
|---|---|---|
| 60 or more days before departure | 90% of total paid | 10% admin fee |
| 30 to 59 days before departure | 50% of total paid | 50% |
| 15 to 29 days before departure | 25% of total paid | 75% |
| Fewer than 15 days before departure | No refund | 100% |
Date Change and Rebooking Policy
We understand that travel plans can change. Our date change policy is designed to be as flexible as possible while protecting vessel scheduling commitments:
- 30 or more days before departure: One free date change to any available date within 12 months of original booking. Subject to vessel availability.
- 15 to 29 days before departure: Date change permitted with a USD 200 administrative fee. Subject to vessel availability.
- Fewer than 15 days before departure: Date changes are treated as cancellations under the standard policy above. We recommend rebooking as a new charter if an alternative date is desired.
Date changes to a lower-priced charter type or shorter duration will not result in a refund of the price difference. Changes to a higher-priced charter require payment of the difference before confirmation.
Weather and Force Majeure
The safety of our guests and crew is our absolute priority. In cases where weather conditions, natural disasters, government-imposed travel restrictions, civil unrest, pandemic-related closures, or other circumstances beyond either party’s control prevent the charter from operating safely, the following options are provided at the guest’s choice:
- Full credit for a future charter within 18 months of the original departure date
- 90% refund of total amount paid, processed within 21 business days
Weather-related itinerary modifications during an active charter (such as route changes to avoid rough seas) are normal operational decisions made by the captain for safety and do not constitute grounds for cancellation or partial refund. Our captains will always seek the best alternative itinerary to maximize guest experience within safety constraints.
Group Booking Cancellations
For group charters of 10 or more guests, cancellation of individual participants is handled differently from whole-charter cancellation. If individual guests within a group cancel but the charter proceeds, no refund is issued for the departing individual unless a replacement participant is found. The group organizer remains responsible for the total charter cost. If the entire group cancels, the standard cancellation timeline above applies to the group booking total.
Partial Cancellation and Group Size Reduction
If your group size decreases after booking but the charter still proceeds, the charter price is not reduced unless the vessel can be downgraded to a smaller class with advance notice of 30 or more days. Per-person rates on open trip bookings are non-refundable for individual cancellations within 30 days of departure.
No-Show Policy
Guests who fail to arrive at the designated departure point at the confirmed time without prior written notice will be considered a no-show. No refund is available for no-shows. If the vessel has departed, late-arriving guests may arrange their own transport to meet the vessel at an agreed location, subject to logistical feasibility and at the guest’s expense.
How to Cancel
Step 1: Contact us via WhatsApp (+62 813 3908 5552) or email (info@phinisicharter.com) with your booking reference number and cancellation request.
Step 2: Our team acknowledges receipt and confirms the applicable refund amount based on the cancellation timeline.
Step 3: Written confirmation of the cancellation is sent to your registered email address. The cancellation is effective from the date we receive your written request.
Step 4: Refund is processed within 14 to 21 business days to the original payment method. Bank transfer refunds may take an additional 3 to 5 business days depending on your financial institution.
Travel Insurance Recommendation
We strongly recommend that all guests purchase comprehensive travel insurance that includes trip cancellation coverage, medical evacuation, and personal liability. Travel insurance provides protection against unforeseen circumstances that our cancellation policy may not fully cover, including personal illness, family emergencies, flight cancellations, and lost luggage. Several reputable providers offer policies specifically designed for adventure travel and maritime activities. We are happy to recommend providers upon request.
Dispute Resolution
In the event of a dispute regarding cancellation or refund amounts, guests may submit a written appeal to our management team at info@phinisicharter.com within 30 days of the cancellation confirmation. We are committed to resolving disputes fairly and promptly. If a satisfactory resolution cannot be reached directly, both parties agree to seek mediation under Indonesian consumer protection regulations before pursuing formal legal proceedings.
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Frequently Asked Questions
Can I transfer my booking to another person instead of cancelling?
Yes. Booking transfers to another person are permitted free of charge up to 7 days before departure, provided the replacement guest meets any applicable requirements (such as dive certification for diving charters). Contact us with the new guest details.
What happens if my flight to Labuan Bajo is cancelled?
Flight cancellations are not covered by our cancellation policy. We recommend travel insurance with trip interruption coverage. If you can reach Labuan Bajo within a reasonable timeframe, our captain will attempt to adjust the itinerary. Contact us immediately if your flight is disrupted.
Are deposits refundable?
Deposits are subject to the same refund schedule as the total charter price. A cancellation 60 or more days before departure results in a 90% refund of the deposit paid. See our FAQ page for more booking questions.
Does the cancellation policy apply to add-on services?
Add-on services (photography, spa, facilitator, premium beverages) that have been confirmed and prepaid follow the same cancellation timeline as the main charter. Services that have not yet been confirmed can be cancelled without penalty at any time.