Terms & Cancellation Policy

Who we are

This website is run by Family Trips Bali ("we", "us"), a booking agent in Bali, Indonesia. We sell rafting and river tubing trips that are carried out by independent local operators ("the operator"). Where the operator of your trip is known when you book, it is named with the package and on your e-voucher.

When you book, you make a booking with us for the trip described on the trip page. The trip itself is carried out by the operator under its own safety rules.

Booking and payment

You book on this website by choosing a trip, a package, a date, a start time and the number of guests. Your booking is confirmed when your e-voucher is issued.
During checkout your places are held for 15 minutes. If payment is not completed in that time, they are released.
Prices are in Indonesian Rupiah (IDR). A package is priced either per person or per boat (one private raft for your group, up to the number of guests shown on the package). Amounts in other currencies are for information; the amount charged is shown at checkout.
Depending on the option you choose at checkout, you pay the full price or a 20% deposit online. Any amount still to pay is shown on your e-voucher.
Online payments are processed by our payment providers. We do not see or store your card details.
Online booking closes 12 hours before the start time. For a later booking, contact us.

What is included

What a package includes and does not include is listed in its package details on the trip page. Anything not listed there is not included.

Cancellation and changes by you

Free cancellation up to 24 hours before departure; after that, or for a no-show, no refund.
To cancel or change your date, contact us on WhatsApp or by e-mail with your booking reference. A new date depends on availability.
There is no refund once the e-voucher has been used.
Refunds are paid back to the payment method you used.

River closures, weather and safety

Rivers in Bali can rise quickly after rain. The operator decides on the day whether a river is safe to run.
If the operator closes the river because of high water, or cancels the trip for safety reasons, you choose a new date or a full refund of what you paid.
For safety the operator may change the route, shorten the trip or move the start time. Its decision on safety is final.

Participation and health

Rafting and river tubing are physical activities on moving water. You must follow the safety briefing and the instructions of the operator's team at all times.
Helmets and life jackets must be worn on the water.
Where a trip has a minimum age or a weight limit, it is shown on the trip page; the minimum age is also checked at checkout. At checkout you give the age of every guest and confirm the health declaration for your group.
Tell us before the trip about pregnancy, injuries, or heart, back or other health conditions that may affect your safety. The operator may refuse a guest who is under the influence of alcohol or drugs, or whose participation it considers unsafe.
Guests under 18 must be accompanied by a parent or guardian, who accepts these terms for them.

Hotel transfers

Packages with hotel transfer include a return transfer between your accommodation and the operator's start point. The pickup time is confirmed before your trip.
Please be ready at the confirmed pickup time.

Belongings

Take as little as possible on the river. Personal belongings are your own responsibility, except where the law says otherwise.

Our responsibility

We are responsible for your booking: taking your payment, reserving your place with the operator and passing on the details the operator needs. The operator is responsible for carrying out the trip. Nothing in these terms limits the rights you have under Indonesian consumer protection law.

Contact

Questions about these terms or your booking? Contact us on WhatsApp or by e-mail — see the Contact page.