Refund & Cancellation Policy

Thank you for choosing Villa Bali Serenity. We understand that travel plans may change. This Refund & Cancellation Policy explains the terms applicable to reservations, cancellations, changes, refunds, and no-shows.

By making a reservation with Villa Bali Serenity, you acknowledge and agree to the terms outlined below.

1. Reservation and Payment

A reservation is considered confirmed once the required payment or deposit has been received and the booking confirmation has been issued.

The payment amount and payment schedule may vary depending on the rate, booking platform, promotional offer, or reservation terms applicable at the time of booking.

Certain promotional, discounted, or special rates may be non-refundable and non-cancellable. The specific cancellation conditions applicable to your reservation will be stated at the time of booking.

2. Cancellation by the Guest

Guests may cancel their reservation subject to the cancellation terms applicable to their booking.

Unless otherwise stated in your booking confirmation, the following standard cancellation policy applies:

• More than 30 days before check-in: Full refund of payments received, excluding any non-refundable payment processing, booking platform, or bank fees.
• 15–30 days before check-in: 50% of the total reservation amount will be charged. The remaining eligible amount will be refunded.
• Less than 15 days before check-in: The reservation is non-refundable.
• No-show: No refund will be provided.
• Early departure: No refund will be provided for unused nights after check-in.

The cancellation deadline is calculated based on the local time in Bali, Indonesia.

3. Special and Non-Refundable Rates

Reservations made under special promotions, discounted rates, advance-purchase rates, last-minute offers, or other explicitly stated non-refundable conditions may not be eligible for cancellation or refund.

If a different cancellation policy applies to your reservation, the terms displayed during the booking process or stated in your booking confirmation will take precedence over this standard policy.

4. Changes to a Reservation

Requests to change the dates, duration, number of guests, or other details of a reservation are subject to availability.

A change to your reservation may result in:

• A change in the room or villa rate.
• Additional charges.
• Loss of promotional pricing.
• Application of the cancellation policy if the requested change is treated as a cancellation and rebooking.

We recommend contacting us as early as possible if you need to modify your reservation.

5. Refund Process

Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.

Processing times may depend on the payment provider, bank, booking platform, or other third-party payment service involved.

Villa Bali Serenity is not responsible for delays caused by banks, payment processors, booking platforms, or other third-party financial institutions.

Any applicable bank charges, payment processing fees, currency conversion fees, or third-party booking fees may be deducted from the refundable amount where permitted.

6. Cancellation by Villa Bali Serenity

In exceptional circumstances, Villa Bali Serenity may need to cancel a confirmed reservation due to circumstances such as serious property damage, safety concerns, operational issues, or other circumstances that make the accommodation unavailable.

If we cancel your reservation for reasons within our reasonable control, we will notify you as soon as reasonably possible and provide an appropriate refund of payments received for the affected reservation.

Where possible, we may also assist you in finding alternative accommodation, but we cannot guarantee the availability or price of alternative accommodation.

7. Force Majeure

Villa Bali Serenity will not be liable for failure or inability to provide accommodation caused by circumstances beyond our reasonable control (“Force Majeure”).

Such circumstances may include, but are not limited to:

• Natural disasters.
• Earthquakes.
• Floods.
• Fires.
• Severe weather events.
• Government restrictions or orders.
• War, terrorism, civil unrest, or other serious security events.
• Epidemics or pandemics.
• Major infrastructure failures.
• Power, water, or telecommunications disruptions beyond our reasonable control.
• Other events that could not reasonably have been anticipated or prevented.

If a Force Majeure event affects your reservation, we will make reasonable efforts to work with you to find an appropriate solution, which may include rescheduling your stay or providing a refund where appropriate.

Any refund or alternative arrangement will depend on the circumstances of the event, payments already made to third parties, and applicable booking terms.

8. No-Show and Late Arrival

If you do not arrive on your scheduled check-in date and have not contacted us in advance, your reservation may be treated as a no-show and no refund will be provided.

If you expect to arrive late, please contact us as soon as possible so that appropriate check-in arrangements can be made.

9. Early Check-Out

If you decide to leave the villa before the scheduled departure date, the unused portion of your reservation is generally non-refundable unless otherwise agreed in writing.

10. Third-Party Booking Platforms

If your reservation was made through a third-party booking platform, including online travel agencies or other reservation services, the cancellation and refund terms displayed on that platform may apply.

In such cases, cancellation requests and refund claims may need to be submitted directly through the platform where the booking was made.

Villa Bali Serenity will follow the applicable terms and conditions of the relevant booking platform.

11. Currency and Refund Amounts

Refunds will generally be processed in the currency in which the original payment was received or as supported by the relevant payment provider.

Due to currency exchange rate fluctuations, the amount credited to your account may differ from the original amount paid.

Villa Bali Serenity is not responsible for losses resulting from currency exchange rate fluctuations or fees imposed by banks or payment providers.

12. Disputes and Exceptions

We understand that exceptional circumstances may arise. If you believe your situation warrants special consideration, please contact us as soon as possible.

Any exception to this policy is at the discretion of Villa Bali Serenity and must be confirmed in writing.

13. Contact Us

For cancellation requests, booking changes, or refund inquiries, please contact us:

Villa Bali Serenity
Website: villabaliserenity.com
Email: serenitybaliofficial@gmail.com
WhatsApp/Phone: +62 877-6392-7753

Please include your booking name, reservation number, check-in date, and details of your request when contacting us.