Term and Conditions

Booking Policies

General Terms & Conditions:

Welcome to Rinjani Moments. By accessing, browsing, or booking a trekking experience through our website, you agree to be bound by these Terms and Conditions. Please read them carefully before making a reservation.

1. Reservation, Booking, and Payment Policy

  • Booking Process: Reservations can be made directly through our website booking form, official email, or authorized WhatsApp channels. All information supplied during the booking process must be true, accurate, current, and complete.

  • Booking Confirmation: A reservation is only considered officially confirmed once Rinjani Moments has received the required deposit and issued a Booking Confirmation voucher via whatsapp or email.

  • Deposit Requirement: To secure your Mount Rinjani trekking package and lock in your trekking dates, a deposit of 25% of the total tour price is required at the time of reservation.

  • Final Balance Payment: The remaining balance must be paid in full upon arrival in Lombok before the trek begins. Payment can be made in cash (IDR) or via credit/debit card (subject to a 3% bank administration fee). Failure to clear the balance prior to departure may result in the cancellation of your trek without a refund of the deposit.
  • Late Reservations: Bookings made less than 7 days before the scheduled trek departure are subject to the availability of the National Park daily quota and must be paid in full (100%) immediately upon booking.

2. Cancellation and Refund Policy

  • Cancellation Request: If you wish to cancel your booking, you must notify Rinjani Moments in writing via whatsapp or email.
  • Fees & Penalties:
  1. Cancellation 20 days or more before departure: Full refund of the deposit (minus bank administration or transfer fees).
  2. Cancellation between 7 and 19 days before departure: 50% of the deposit will be forfeited.
  3. Cancellation less than 7 days before departure or a “No Show”: No refund will be issued.
  • Non-Refundable Permits: Once trekking permits are issued by the National Park office, the permit costs are strictly non-refundable under any circumstances.

3. Health and Physical Fitness Requirements

  • Fitness Standards: Trekking Mount Rinjani involves steep volcanic slopes, remote high-altitude zones, and demanding physical endurance. By booking, you certify that you are in good physical health.

  • Medical Conditions: It is your responsibility to disclose any pre-existing medical conditions (such as heart conditions, severe asthma, knee injuries, or vertigo). Rinjani Moments reserves the right to refuse service to anyone deemed physically unfit for the safety of the group.

  • Personal Medication: Participants must bring their own personal medical supplies and prescription medications.

4. Travel and Premium Medical Insurance

  • Mandatory Insurance: All trekkers are required to have valid travel and medical insurance before embarking on the trek.

  • National Park Premium Insurance: Your trek includes/requires registration with the National Park system for emergency coverage. For critical, life-threatening conditions (such as bone fractures, head injuries, or severe hypothermia), evacuation by foot can take 6–12 hours or more.

  • Evacuation Limits: In emergency situations verified by a certified medical doctor, premium coverage handles ground and helicopter evacuation up to certain limits (e.g., helicopter rescue up to IDR 260,000,000). Any medical or evacuation costs exceeding the insurance coverage limits remain the sole responsibility of the visitor.

5. Changes to Itinerary and Force Majeure

  • Operational Authority: Rinjani Moments acts as an online and on-ground service coordinator for Rinjani trekking. We reserve the right to alter itineraries, change camping spots, or delay departures due to unpredictable mountain weather, trail damage, or safety concerns.

  • Force Majeure: In the event of volcanic activity, natural disasters, or unexpected trail closures enforced by the Mount Rinjani National Park Office, Rinjani Moments cannot be held liable for trip cancellations. We will assist you in rescheduling or arranging alternative tours, subject to deducted non-refundable costs already spent (such as pre-purchased entrance permits).

6. Responsibility for Personal Belongings

  • Personal Equipment: While our licensed guides and professional porters take the utmost care of group camping equipment, Rinjani Moments is not responsible for the loss, theft, or damage of your personal belongings (e.g., cameras, smartphones, drones, money, passports) during the tour.

7. Environmental and Eco-Tourism Code

  • Trash-Free Policy: Rinjani Moments strictly operates under eco-trekking and sustainable tourism guidelines. Trekkers must comply with the National Park’s environmental regulations.

  • Prohibitions: Littering, leaving plastic waste on the mountain, damaging local flora, or disturbing wildlife within the national park boundaries is strictly prohibited. All participants are expected to bring back their non-biodegradable waste to ensure a clean environment for future adventurers.
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