Terms and Conditions

Thank you for visiting canayatour.com.  This website is owned and operated by Canaya Travel, a travel organizer based in Jakarta, Indonesia.  Please review these terms and conditions carefully prior to completing your bookings or transactions made with us.  By accessing and / or using this website and related services, you agree to these Terms and Conditions.  In these Terms, ‘us’, ‘we’ and ‘our’ means Canaya Travel.

PRICING

  • The prices displayed are calculated throughout the year and are valid for the number of participants indicated for each activity or each trip with accommodation in a double room (exceptionally triple) to be shared.
  • Prices are confirmed during registration. Prices may vary depending on the number of registrants and the reservation date. Any reductions are neither retroactive nor cumulative with current promotions.
  • If the number of participants is lower than minimum requirements of the trip, the technical conditions for carrying out it being different, a “small group” supplement may be offered to customers (no later than 20 days from the departure date). This supplement will be refunded if additional registrations complete the trip.

REGISTRATION AND PAYMENT

  • Registration for our trips, can be made by email, by phone / whatsapp or via reservation form on our website www.canayatour.com.
  • After you confirm the tour, we will send you an invoice contain details of how to pay the deposit and the balance.
  • To complete the registration, you need to pay a non-refundable deposit of 30% of the total tour cost.
  • We grant you the flexibility to pay in several installments (2 or 5 times).
  • 75% of total balance should be done within 30 days, and final balance within 7 days prior to your trip.
  • Any delay in the payment of a deposit or the balance may be considered as a cancellation for which the cancellation fees provided for in the article “Cancellation” will apply.
  • For bookings made at short notice we require a good faith deposit.

CANCELLATION POLICY

Cancellation from you:

You must inform us of your cancellation decision by any written means allowing you to obtain an acknowledgment of receipt, and it is the date of receipt of this letter that will determine the date of your cancellation. If you cancel your trip, for whatever reason, the sums you have paid will be refunded to you subject to the following deductions:
 

If your cancellation happens:

  • After registration done: loss of deposit
  • From 60 to 30 days before the departure date: 50% of total cost
  • From 30 to 7 days before the departure date: 75% of total cost
  • Less than 7 days before the departure date: 100% of the total cost
If you have taken out multi-risk insurance, the amounts withheld will be reimbursed by the insurance in certain cases (notably illness, accident, death, etc.). Multi-risk insurance comes into force from the day of your registration and the purchase of your insurance.
 

Reschedule:

If you cancel and reschedule the trip to other dates we may take consideration to carry the deposit to that (Not applicable in high season).


Cancellation by Us:

If we have to cancel a departure due to exceptional and unavoidable circumstances or for lack of participants, we offer you as soon as possible before the start of your trip different alternatives, or full refund of the amounts paid.
 
You will be informed of the cancellation at the latest:
  • 30 days before the scheduled date for a freedom or exclusive trip
  • 20 days before the departure date for journeys that must bring together a minimum number of participants and whose duration exceeds 6 days
  • 7 days before the start of the trip or stay in the case of trips whose duration is 2 to 6 days
  • 48 hours before the start of the trip or stay in the case of trips whose duration does not exceed 2 days.

Force Majeure:

Force Majeure means any circumstances beyond our control, in example, terrorist activities, insurrection, explosion, flood, tempest, forceful wind, fire or accident, war or threat of war declared or undeclared, sabotage, civil disturbance, labor strikes, requisition, pandemic, quarantine, government intervention, weather conditions, and unforeseen circumstances.  In this case you will be entitled to a refund less any costs already incurred by us. No other compensation will be due or payable by us to you.

COMPLAINTS

During the trip

If any difficulties happen, you need to inform our tour leader or local guide so the problem can be resolved.  Failure to report a non-compliance on site may have an influence on the amount of any damages or price reduction due if the prompt reporting could have avoided or reduced the damage of the traveler(s).


After the trip

You can send us the complaint through writing an email: info@canayatour.com within 7 days after the trip.