Refund Policy

Customers may request review of a cancelled booking, a service that was not provided, a material service issue, a duplicate payment or an incorrect charge. A request does not itself confirm eligibility or authorise an automatic refund. The booking details, payment records and circumstances need to be considered.

Contact support with your booking reference as soon as you need to cancel. Include the service date and the time you made the request. Ask support to confirm the cancellation and any applicable refund decision in writing.

If Bali Local Concierge or a service provider cancels, cannot provide the booked service, or provides only part of it, contact support with the confirmation and a description of what happened. Any proposed replacement, rescheduling or refund should be documented so you can review the options.

Send the booking reference, charged amount and currency, payment dates, transaction references and receipts or redacted statements showing the issue. Do not send a full card number or card security code. Support needs to distinguish a settled duplicate charge from a pending card authorisation.

Use Customer Support or email the business contact below. Include:

• Your name and the email address used for the booking.
• Booking reference, service name, service date and pickup details.
• Payment date, amount, currency, payment method and transaction reference.
• The reason for your request and the amount you believe needs review.
• Booking confirmation, receipt and relevant correspondence or redacted supporting evidence.

If a booking reference is unavailable, provide enough travel and payment information to help locate the booking. Do not send sensitive card credentials or passwords.

The proposed review process is to locate the booking and payment, check relevant provider records, request missing information where needed and notify the customer of the decision and reasons using their booking contact details. A request remains under review until a decision is communicated.

No guaranteed review or refund period has been confirmed. The time needed to assess a request is separate from the time a payment provider and card issuer need to return an approved amount. Request a case-specific update from support.

Refund routing and currency depend on the original transaction and payment-provider rules. For a USD-displayed booking paid in IDR, the original IDR charge and the approved IDR refund amount should be identified. The card issuer may convert a refund at a different rate from the original charge, so the amount shown in the card account currency may differ.

Draft updated on 16 October 2026. Effective date is pending owner approval. Read this document alongside the Terms & Conditions and the conditions agreed for your booking.

For booking, payment, cancellation or refund enquiries, contact balilocalconcriage@gmail.com or visit Customer Support.

This email is reused from the existing website. The owner must confirm it is monitored and belongs to the business before submission.