Refund and Returns Policy

Overview

This Refund and Returns Policy applies to all services booked through Penida Snorkeling, including snorkeling trips, fast boat tickets, private tours, sharing tours, and shuttle services.

Because we provide travel and activity services rather than physical products, our bookings cannot be returned or exchanged like regular goods. Refunds, cancellations, and rescheduling requests are handled according to the conditions below.

Cancellations by Guests

Cancellation requests must be submitted through WhatsApp or email as early as possible.

Refund eligibility depends on:

The selected package
The date of cancellation
The service provider’s policy
Whether fast boat tickets, transportation, guides, or other services have already been reserved

Late cancellations, same-day cancellations, and no-shows may be non-refundable.

Rescheduling

Guests may request a change of travel date, subject to availability.

Rescheduling may require an additional fee if there is a difference in price or if third-party services have already been confirmed. A rescheduling request is not considered approved until confirmation is provided by Penida Snorkeling.

Fast Boat Tickets

Fast boat tickets may be non-refundable after they have been issued or confirmed by the boat operator.

Guests must arrive at the designated meeting point or harbor on time. Missed departures caused by late arrival, traffic, incorrect meeting points, or incomplete passenger information are not eligible for a refund.

Weather and Sea Conditions

Snorkeling trips and fast boat services depend on safe weather, wave, current, and sea conditions.

Schedules, routes, snorkeling locations, and departure times may be changed for safety or operational reasons. When a service is cancelled by Penida Snorkeling or the operator, guests may be offered:

An alternative travel date
A replacement service
A refund based on the applicable booking conditions

Changes caused by weather or sea conditions are made for guest safety.

No-Shows and Late Arrivals

Guests who fail to arrive at the confirmed meeting point or pickup location will be considered a no-show.

No refund will be provided for missed tours, boat departures, snorkeling schedules, or shuttle services caused by late arrival.

Unused Services

Refunds are generally not available for services that are voluntarily unused after the trip has started.

This includes guests who choose not to participate because of personal reasons, illness, fear of the activity, seasickness, or changes in personal travel plans.

Partial Refunds

A partial refund may be considered when only part of the confirmed service can be provided.

The refund amount will depend on the unused portion of the service and any costs that have already been paid to boat operators, drivers, guides, ticket providers, or other partners.

Refund Processing

Approved refunds will be returned through the original payment method whenever possible.

Processing times may vary depending on the bank, payment provider, or financial institution. Transaction fees, bank charges, and administrative costs may be deducted when applicable.

Late or Missing Refunds

If an approved refund has not been received, please:

Check your bank account or payment method again.
Contact your bank or payment provider.
Allow additional processing time when required.
Contact Penida Snorkeling with your booking details and proof of payment.

Need Help?

For cancellation, rescheduling, or refund questions, please contact:

WhatsApp: +62 812-3922-2666
Email: penidasnorkeling@gmail.com

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.