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🌅 Signature Scuba · Gili Trawangan

📋 Cancellations & Refunds - Standard Booking

🤿 Dive with confidence, clear & fair policies

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Free Cancellation

🕐 Up to 7 Days Before 💰 100% Refund

Guests may cancel their booking up to 7 days before arrival and receive a full refund. No charges will apply.

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Partial Refund

📅 7 – 2 Days Before 💵 75% Refund

Cancellations made between 7 days and 2 days prior to arrival will incur a charge of 25% of the total booking price.

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Non-Refundable

⏰ Within 2 Days / No-Show ❌ 0% Refund

Cancellations made within 2 days of arrival, or failure to show up, will result in a 100% charge of the booking amount.

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No Refund for Natural Disasters

⚠️ Force Majeure 🌪️ 0% Refund

No refunds will be issued for cancellations or interruptions caused by natural disasters or force majeure events, including but not limited to tsunamis, earthquakes, floods, and other similar occurrences.

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🎯 Special Bookings — Groups & Events

Certain bookings—including group reservations, liveaboard charters, and special events—may require a non-refundable deposit. This requirement will be clearly communicated at the time of booking and shall apply upon mutual agreement by both parties.

Such special events are classified as advance bookings, as they involve the preparation and allocation of dedicated resources, including but not limited to dive activities and related logistics. Special bookings are not standard bookings as this is a special request from guests to organize an event.

📋 Special Booking Only. Group Cancellation and Refund Policy

This is not for standard booking but special group booking upon special request. Please take note of the following terms regarding cancellations and refunds for group special bookings:

a) Deposit Non-Refundable – The deposit paid for a group booking is non-refundable under all circumstances, even if the remaining balance is eligible for a refund.
b) Cancellation Within 7 Days – Group booking cancellations made less than 7 days prior to the arrival date will not be refunded.
c) Date Changes – Group booking changes to preferred event dates are permitted, provided they are requested at least 2 months before the original event date.
d) Full Payment Cancellations – If full payment has been made, cancellations are only accepted if the request is submitted at least 1 month before the event date. This 1-month period is calculated from the date that falls 7 days prior to the arrival date. This applies even if the cancellation request was made much earlier.
e) Refund Amount – For group bookings, once a cancellation request is submitted in accordance with clause (d) above, a refund will be issued for the total amount paid, minus any discounts applied. This applies regardless of how early the cancellation request was made.

🔄 How Cancellation & Refund Works – Signature Scuba Group

STEP 1

🙋 Guest Requests Cancellation

Notify via WhatsApp, email, or at any of our locations (Gili Gede / Gili Trawangan / Kuta Lombok).

STEP 2

📆 Check Timing

Determine days before dive/package → define refund %.

STEP 3

🧮 Apply Correct Charge

Calculate deductions and confirm final refund amount.

STEP 4

💳 Process Refund

Issued via original payment method within 7 business days.

STEP 5

📨 Confirmation to Guest

Send cancellation receipt, refund amount & timeline.

📨 Guest Confirmation Includes

When a cancellation is processed, we will send a confirmation email that includes the following details:

✅ Cancellation Date — The exact date and time the cancellation request was received and processed.

✅ Original Booking Details — Booking reference number, guest name, event date, and number of participants.

✅ Refund Amount — The final amount to be refunded after all applicable deductions.

✅ Charges Applied — Any cancellation fees, non-refundable deposit amounts, or other deductions clearly itemized.

✅ Payment Method — The original payment method used for the booking, to which the refund will be issued.

✅ Estimated Refund Timeline — Expected processing time and when the refund should appear in the guest's account (typically 5–10 business days).

✅ Policy Reference — Which cancellation policy clauses were applied to the refund calculation.

✅ Support Contact — Our contact details in case the guest has further questions or needs assistance.

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Weather / Safety Cancellation by Operator

If Signature Scuba Group cancels a dive trip or course due to unsafe weather conditions, port closures, or any safety-related reason (in Gili Gede, Gili Trawangan, or Kuta Lombok), you will receive a full refund or the option to reschedule without extra charge. Your safety is our top priority.

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Our Fair Policy Note – Book With Confidence

We understand travel plans can change unexpectedly. If you face emergencies, illness, or travel disruptions, please contact us immediately. We may offer credit for future dives or rebooking options where possible. Travel insurance is always recommended to protect your booking against unforeseen events (flight delays, medical issues, etc.). ✈️🛡️

📬 Contact Us

If you have any questions about our cancellation policy or need assistance, please contact us:

🏝️ Signature Scuba Gili Trawangan

📞 +62 812 3661 6324

✉️ signaturescubascubagroup@gmail.com

📍 Gili Trawangan, Jln Ikan Hiu RT.04, Desa Gili Indah, Lombok, Indonesia

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