Booking Terms & Conditions
Welcome to the Booking Terms & Conditions page for Escape to Sumatra.
Please read these terms carefully before confirming your booking. By paying a deposit, making a payment, or confirming a tour with Escape to Sumatra, you agree to these Booking Terms & Conditions.
These terms apply to all tours, treks, retreats, transport arrangements, activities, private itineraries, group trips, accommodation packages, Mentawai experiences, elephant trekking, jungle trekking, and any other service arranged by Escape to Sumatra.
Escape to Sumatra works with local guides, drivers, accommodation providers, communities, activity providers, national park teams, and local partners. Once your booking is confirmed, we begin reserving people, places, permits, transport, food, accommodation, and services for your chosen dates. Many of these costs are paid, reserved, or committed in advance and cannot always be recovered if you cancel.
By making a booking, you confirm that you are responsible for yourself and for any other travellers included in your booking.
Legal Business / Organiser Information
Escape to Sumatra is a travel brand and tour organiser operating in North Sumatra, Indonesia.
Bookings, communication, and tour arrangements are handled by:
Rama Kurniawan
On behalf of Escape to Sumatra
North Sumatra, Indonesia
Email: info@escapetosumatra.com
WhatsApp: +62 823-7973-1516
Escape to Sumatra works with local guides, drivers, accommodation providers, activity providers, communities, and other local partners to arrange tours, treks, transport, accommodation, and travel experiences in Sumatra.
Guests are responsible for checking that their booking details, names, dates, services, and payment information are correct before confirming the booking.
1. Booking & Deposit Policy – Sumatra Booking Terms
To confirm your booking, a deposit is required at the time of reservation.
Your booking is not confirmed until the deposit or agreed payment has been received by Escape to Sumatra.
The deposit allows us to secure guides, accommodation, transport, permits, local partners, activities, food planning, administration, and other services required for your tour.
Guests are responsible for ensuring they have valid travel documents, visas, and comply with local laws. For official travel guidance in Indonesia, see the Indonesian Ministry of Tourism.
Standard Deposit Requirements
Unless stated otherwise in writing, the standard deposit is:
- Jungle Trekking: 30% of the total booking price
- Jungle Retreats: 30% of the total booking price
- Mentawai Tribe Experiences: 30% of the total booking price
- Elephant Trekking Packages: 30% of the total booking price
- Package Tours: 30% of the total booking price
- Private Tours and Custom Itineraries: deposit amount depends on the itinerary and will be confirmed before booking
- Group Trips and Fixed-Date Departures: deposit amount will be confirmed for each trip
For some private tours, custom packages, retreats, high-value bookings, bookings involving third-party suppliers, or bookings made close to the start date, a higher deposit or full payment may be required.
Alternative Date & Free Rescheduling Option
Where possible, Escape to Sumatra may offer an alternative date for the same activity instead of cancellation.
If a guest needs to cancel or change their booking, Escape to Sumatra will try to offer one alternative date free of administrative rescheduling charge, subject to availability.
This free rescheduling option depends on:
- Guide availability
- Accommodation availability
- Transport availability
- Permit rules
- Weather and safety conditions
- Supplier and local partner availability
- Whether costs have already been paid or committed
Any price difference, supplier charges, accommodation charges, permit fees, transport costs, payment fees, or other additional costs caused by the change are the responsibility of the guest.
The alternative date must be agreed in writing by Escape to Sumatra.
Free rescheduling does not guarantee a refund and does not remove the cancellation policy if the guest later cancels the new date.
2. Deposit Refund Rules
Deposits are required to secure your booking and allow Escape to Sumatra to begin arranging guides, accommodation, permits, transport, food, activities, and local partners.
For private tours, custom itineraries, jungle retreats, Mentawai experiences, elephant trekking packages, group trips, fixed-date departures, and multi-day package tours, deposits are non-refundable once paid.
For standard jungle trekking bookings, the deposit follows the separate Jungle Trekking Cancellation Policy below.
Transaction fees, payment gateway fees, bank fees, PayPal fees, Wise fees, Revolut fees, intermediary bank fees, and currency conversion fees are always non-refundable.
3. Payment Methods
Payments can be made by the payment method agreed with Escape to Sumatra, including PayPal, Wise, Revolut, bank transfer, or another agreed method.
All payment fees, bank fees, PayPal fees, Wise fees, Revolut fees, transfer fees, intermediary bank fees, and currency conversion fees are the responsibility of the guest.
The full invoiced amount must be received by Escape to Sumatra. If bank charges, transfer fees, or payment provider fees are deducted from the payment, the guest must pay the remaining difference before the booking is considered fully paid.
If a payment is received in a different currency, the final amount may depend on the exchange rate and fees applied by banks or payment providers.
4. Final Payment
The remaining balance must be paid before the tour starts.
For standard jungle trekking, the remaining balance may usually be paid in Indonesian Rupiah before the trek begins, unless otherwise agreed in writing.
For private tours, custom itineraries, jungle retreats, Mentawai trips, elephant trekking packages, group trips, fixed-date departures, and multi-day package tours, the remaining balance must be paid no later than 28 days before the start date, unless agreed otherwise in writing.
If the booking is made less than 28 days before the start date, full payment may be required at the time of booking.
For bookings involving third-party services such as accommodation, domestic flights, ferries, transport, permits, or activities, full or partial payment may be required earlier depending on supplier conditions.
If the final balance is not paid by the due date, Escape to Sumatra reserves the right to treat the booking as cancelled by the guest. In this case, the deposit and any non-refundable costs already paid or committed will not be refunded.
5. Prices, Currency & Price Changes
Prices may be quoted in EUR, USD, IDR, or another agreed currency.
The final amount payable may vary depending on exchange rates, transfer fees, payment method fees, and currency conversion charges.
Escape to Sumatra is not responsible for exchange rate differences or fees charged by banks, cards, PayPal, Wise, Revolut, or other payment providers.
Prices shown on the website are starting prices and may vary depending on season, group size, accommodation availability, transport costs, itinerary details, and guest preferences.
High season, public holidays, Ramadan, Idul Fitri, Christmas, New Year, and other busy travel periods may have higher prices or stricter booking conditions.
For private tours and custom itineraries, the final confirmed itinerary and written price confirmation are the binding booking details.
6. Booking Confirmation – Sumatra Booking Terms
Once your payment has been received, Escape to Sumatra will send you a booking confirmation by email or WhatsApp.
The confirmation may include:
- Guest names
- Tour dates
- Itinerary summary
- Payment summary
- Remaining balance
- Meeting point
- Included services
- Important travel information
It is the guest’s responsibility to check the booking confirmation carefully and inform Escape to Sumatra immediately if any information is incorrect.
If the booking confirmation differs from what was discussed, the guest must notify Escape to Sumatra in writing as soon as possible.
7. What Is Included & Not Included
BOnly services clearly stated in your written itinerary, invoice, booking confirmation, or agreed package description are included.
Photos, example itineraries, website descriptions, and social media content are for inspiration and illustration. They do not guarantee exact wildlife sightings, weather, room style, route, guide, timing, or experience.
Special requests such as private rooms, twin rooms, dietary requirements, specific guides, specific accommodation, balcony rooms, or special activities are only guaranteed if confirmed in writing by Escape to Sumatra.
Unless clearly stated in writing, prices do not include:
- Any service not clearly listed as included
- International flights
- Domestic flights
- Visa fees
- Travel insurance
- Personal expenses
- Tips
- Alcoholic drinks
- Extra meals or drinks outside the itinerary
- Laundry
- Souvenirs
- Extra transport caused by delays or itinerary changes
- Extra accommodation before or after the tour
8. Cancellation by the Guest
All cancellation requests must be sent in writing by email or WhatsApp.
The cancellation date is the date on which Escape to Sumatra receives the written cancellation request.
Cancellation by the guest may result in cancellation fees. These fees exist because Escape to Sumatra makes financial commitments in advance to guides, accommodation providers, drivers, local communities, activity providers, permits, food preparation, and other local partners.
Guests are strongly advised to purchase travel insurance that covers trip cancellation and interruption.
9. Cancellation Policy for Private Tours, Custom Itineraries, Jungle Retreats & Package Tours
This section applies to:
- Private Sumatra tours
- Custom itineraries
- Jungle retreats
- Mentawai Tribe experiences
- Elephant trekking packages
- Multi-day package tours
- Conservation trips
- Photography or filming trips
- Private transport packages
- Any tailor-made tour arranged specifically for the guest
- Any package including accommodation, guides, transport, permits, food, activities, or third-party suppliers
Private tours and custom packages require advance commitments. Once confirmed, we may reserve accommodation, guides, transport, drivers, activities, food, permits, local partners, and community services specifically for your dates.
For this reason, the deposit for private tours, custom itineraries, jungle retreats, Mentawai experiences, elephant trekking packages, group trips, and multi-day package tours is non-refundable once paid.
10. Cancellation Policy for Jungle Trekking
For jungle trekking bookings, a deposit is required to secure your trek, guides, permits, food preparation, accommodation arrangements, and logistics.
Cancellation requests must be made in writing by email or WhatsApp. The cancellation date is the date on which Escape to Sumatra receives the written cancellation request.
High Season Jungle Trekking
During high season, including July, August, Christmas, New Year, Ramadan, Idul Fitri, Indonesian public holidays, and other busy travel periods, stricter cancellation terms apply because guide availability and accommodation are limited.
For high season jungle trekking bookings:
- Cancellation more than 30 days before the start date: the deposit may be refunded, minus transaction fees and any non-recoverable costs.
- Cancellation 30 days or less before the start date: the deposit is non-refundable.
- Cancellation 14 days or less before the start date: 100% of the total booking price is non-refundable.
Rescheduling
Where possible, Escape to Sumatra may offer a reschedule instead of a refund. Rescheduling depends on guide availability, accommodation availability, weather conditions, and operational capacity.
Additional costs caused by rescheduling are the responsibility of the guest.
No-Show, Late Arrival or Early Departure
No refund will be issued for no-show, late arrival, missed trek departure, early departure, voluntary withdrawal from the trek, illness, injury, or personal reasons after the trek has started.
11. Cancellation Policy for Group Trips and Fixed-Date Departures
For scheduled group trips, retreats, and fixed-date departures, the deposit is non-refundable once paid.
Group trips require advance planning, fixed guide teams, accommodation reservations, transport arrangements, group logistics, and limited spaces.
Cancellation fees are:
12. Extra Activities, Add-Ons & Third-Party Services
Extra activities and add-ons may include, but are not limited to:
- Workshops
- Day trips
- Private transport
- Airport transfers
- Accommodation
- Ferry tickets
- Domestic flights
- Elephant trekking
- Mentawai arrangements
- Village tours
- Cooking classes
- Local activities
- Equipment rental
Once these services have been booked, paid, reserved, or confirmed with a third-party supplier, they may be non-refundable.
Some services are provided by external suppliers. When Escape to Sumatra arranges an external service on behalf of the guest, the terms and conditions of that supplier may also apply.
If a third-party supplier refuses to refund Escape to Sumatra, the guest is not entitled to receive that amount as a refund.
Escape to Sumatra is responsible for arranging the agreed services with reasonable care, but we cannot control the actions, standards, delays, cancellations, or policies of independent third-party suppliers.
13. Non-Refundable Costs
The following costs are always non-refundable once booked, paid, reserved, or arranged:
- National park permits
- Local permits
- Entrance fees
- Accommodation deposits
- Guide fees
- Porter fees
- Ranger fees
- Driver fees
- Transport costs
- Activity provider fees
- Ferry tickets
- Domestic flights
- Food and meal preparation costs
- Community payments
- Equipment rental
- Payment processing fees
- Bank fees
- Currency conversion fees
- PayPal, Wise, Revolut, or transfer fees
- Any third-party supplier costs
Refunds can only be made on recoverable amounts. Escape to Sumatra cannot refund money that has already been paid to suppliers, guides, local partners, accommodation providers, transport providers, or communities if those costs cannot be recovered.
14. Changes Requested by the Guest
Guests may request changes to their booking, but changes are not guaranteed and depend on availability.
Changes may include:
- Arrival date
- Departure date
- Number of guests
- Accommodation
- Transport
- Trekking dates
- Activities
- Tour duration
- Destination
- Flight delays or missed connections
Any changes requested by the guest may result in additional costs.
If services have already been booked, paid, or reserved, the guest is responsible for any extra costs caused by the change.
Changes requested less than 28 days before the start date may be treated as a cancellation and rebooking if the original arrangements cannot be changed without cost.
Escape to Sumatra is not responsible for extra costs caused by flight delays, missed flights, illness, passport issues, visa issues, weather disruption, personal schedule changes, or other circumstances outside our control.
15. Rebooking & Rescheduling
After a booking has been confirmed, the guest does not have an automatic right to change the date, destination, accommodation, transport, activities, itinerary, or other services.
However, Escape to Sumatra will always try to help where possible.
Rebooking depends on:
- Guide availability
- Accommodation availability
- Transport availability
- Permit rules
- Supplier conditions
- Local partner availability
- Season and demand
- Whether costs have already been paid or committed
Additional costs caused by rebooking must be paid by the guest.
A confirmed booking cannot always be moved to new dates, especially for private tours, retreats, group trips, high season bookings, and bookings involving third-party suppliers.
16. No-Show, Late Arrival & Early Departure
If a guest does not arrive, arrives late, misses the start of the tour, or leaves before the tour ends, no refund will be issued.
No refund will be issued for:
- No-show
- Late arrival
- Missed meeting point
- Missed transport
- Missed flight or delayed flight
- Early departure
- Choosing not to join an activity
- Leaving the tour because of illness or personal reasons
- Not completing the trek or tour
Escape to Sumatra is not responsible for missed services caused by late arrival, travel delays, illness, personal reasons, or failure to follow the agreed itinerary.
17. Services Not Used
If a guest does not use a service that was included and properly offered, no refund is guaranteed.
This includes unused accommodation, meals, transport, activities, guides, permits, or any other service missed due to personal reasons, illness, early departure, late arrival, weather, tiredness, change of plans, or other circumstances not caused by Escape to Sumatra.
Where possible, Escape to Sumatra may try to recover unused costs from suppliers, but no refund is guaranteed unless the supplier agrees to refund us.
18. Weather, Wildlife & Natural Conditions
Escape to Sumatra operates in natural, remote, and tropical environments. Weather, river levels, jungle conditions, wildlife movement, road conditions, and local circumstances can change at any time.
No refund will be issued because of:
- Rain
- Bad weather
- Muddy trekking conditions
- Leeches, insects, or normal jungle conditions
- Wildlife not appearing
- Changes in wildlife behaviour
- River conditions
- Road conditions
- Changes made for safety reasons
- Changes caused by natural conditions
Wildlife sightings can never be guaranteed. Orangutans, elephants, and other animals are wild or semi-wild animals, and their behaviour cannot be controlled.
If changes are necessary for safety, Escape to Sumatra may adjust the itinerary, route, activity order, accommodation, transport, or timing.
19. Itinerary Adjustments
Itineraries are planned carefully, but changes may be necessary due to weather, safety, availability, road conditions, river conditions, local circumstances, supplier availability, or guest wellbeing.
Escape to Sumatra reserves the right to adjust:
- Activity order
- Trekking route
- Accommodation
- Transport timing
- Start time
- End time
- Meal arrangements
- Local activities
- Destination order
These changes do not automatically entitle the guest to a refund if the overall service is still provided in a reasonable alternative way.
20. Adventure Travel, Risk & Guest Responsibility
By booking with Escape to Sumatra, guests understand that adventure travel in Sumatra may involve risks.
These risks may include, but are not limited to:
- Jungle trekking
- Slippery or uneven paths
- River crossings
- Wildlife encounters
- Insects, leeches, and tropical animals
- Remote locations
- Limited medical facilities
- Weather changes
- Road travel
- Boat travel
- Physical activity
- Illness or injury
Guests join all activities voluntarily and at their own risk.
Guests are responsible for following the safety instructions of guides, drivers, and local partners.
Escape to Sumatra reserves the right to refuse participation or remove a guest from an activity if the guest behaves dangerously, ignores safety instructions, is under the influence of alcohol or drugs, disrespects local people, harms wildlife, damages nature, or puts themselves or others at risk.
In this case, no refund will be issued.
Nothing in these terms excludes or limits liability where it would be unlawful to do so.
21. Health, Fitness & Medical Conditions
Guests are responsible for making sure they are physically and mentally fit for the activities they book.
Before the tour starts, guests must inform Escape to Sumatra about any relevant medical conditions, allergies, injuries, dietary requirements, medication, disabilities, pregnancy, or other health concerns that may affect their safety or participation.
Escape to Sumatra is not responsible for problems caused by undisclosed medical conditions or inaccurate information provided by the guest.
If a guest is unable to join or complete an activity due to health, fitness, injury, illness, or personal circumstances, no refund will be issued.
Escape to Sumatra may refuse participation if we believe that a guest’s health, fitness, behaviour, or condition may put the guest, guides, local partners, wildlife, or other travellers at risk.
22. Travel Insurance
Travel insurance is mandatory for all guests. Guests are responsible for purchasing insurance that covers the full duration of their trip and all activities booked.
Your travel insurance should include, but is not limited to:
- Trip cancellation
- Trip interruption
- Medical expenses
- Emergency evacuation
- Jungle trekking and adventure activities
- Personal accident
- Lost or delayed baggage
- Flight delays or cancellations
- Personal liability
- Repatriation in case of serious illness, injury, or death
If a guest cancels due to illness, injury, family emergency, flight disruption, personal circumstances, or any other insured reason, the guest must claim through their travel insurance.
Escape to Sumatra is not responsible for losses that should be covered by travel insurance.
Failure to purchase suitable travel insurance is entirely at the guest’s own risk.
23. Passports, Visas & Travel Documents
Guests are responsible for ensuring they have valid travel documents for Indonesia.
This includes, but is not limited to:
- Passport validity
- Visa requirements
- Entry requirements
- Vaccination requirements
- Travel permits
- Return or onward tickets
- Any documents required by airlines or Indonesian authorities
Travel rules can change. Guests must check current requirements with official government sources, airlines, embassies, or consulates before travelling.
Escape to Sumatra is not responsible if a guest is refused boarding, refused entry, delayed, fined, or unable to travel because of passport, visa, vaccination, or documentation issues.
No refund will be issued if a guest cannot join the tour due to missing, invalid, expired, or incorrect travel documents.
24. Guest Conduct
Guests are expected to behave respectfully towards local people, guides, drivers, accommodation staff, communities, other guests, wildlife, and nature.
Guests must not:
- Harass or disrespect local people
- Damage nature
- Feed, touch, chase, or disturb wildlife
- Ignore guide instructions
- Bring or use illegal drugs
- Behave aggressively
- Endanger themselves or others
- Damage accommodation, vehicles, equipment, or property
- Disrespect local culture, religion, or traditions
Escape to Sumatra reserves the right to end a guest’s participation if their behaviour is unsafe, disrespectful, illegal, or harmful.
If a guest is removed from a tour due to misconduct, no refund will be issued. The guest is responsible for any additional costs caused by their behaviour.
25. Responsible Tourism & Wildlife
Escape to Sumatra is committed to responsible tourism, local communities, and nature protection.
Guests are expected to respect the jungle, wildlife, rivers, villages, local culture, and all safety rules.
Guests must follow all guide instructions regarding wildlife distance, photography, waste, noise, and behaviour in the jungle.
Wildlife experiences must always respect the animals and their natural environment.
Guests must not feed, touch, chase, call, disturb, or attempt to control wildlife.
26. Complaints & Problems During the Tour
If a guest has a problem during the tour, they must inform Escape to Sumatra or their guide as soon as possible so we have the opportunity to help and resolve the issue.
If the guest does not notify us during the tour, it may be difficult or impossible to fix the issue later.
Local guides and representatives may try to help resolve issues on site, but they are not authorised to approve refunds or accept legal claims on behalf of Escape to Sumatra unless confirmed in writing by Escape to Sumatra.
Complaints made only after the tour has ended may be more difficult to investigate or resolve.
Escape to Sumatra will always try to find a fair solution, but no refund is guaranteed unless required by these terms or agreed in writing.
27. Cancellation or Changes by Escape to Sumatra
Escape to Sumatra may need to change or cancel a tour due to circumstances within or outside our control.
This may include, but is not limited to:
- Natural disasters
- Extreme weather
- Flooding
- Landslides
- Road closures
- River conditions
- National park closure
- Safety risks
- Political unrest
- Strikes
- Illness or emergency involving guides or staff
- Supplier cancellation
- Government restrictions
- Force majeure events
If Escape to Sumatra must cancel a tour before departure due to circumstances within our control, guests may be offered one of the following:
- A refund of recoverable payments
- A travel credit for a future trip, valid for 18 months
- An alternative itinerary or travel date, depending on availability
If cancellation or changes are caused by circumstances outside our control, Escape to Sumatra will do its best to offer an alternative itinerary, new travel date, or travel credit.
Escape to Sumatra is not responsible for additional costs such as international flights, domestic flights, hotels before or after the tour, visa fees, insurance costs, meals outside the itinerary, or other personal travel expenses.
28. Minimum Participants
Some group trips, retreats, fixed-date departures, and activities may require a minimum number of participants.
If the minimum number is not reached, Escape to Sumatra may offer:
- A revised price
- A different departure date
- An alternative itinerary
- A travel credit
- A refund of recoverable payments
Escape to Sumatra is not responsible for additional personal travel costs if a trip does not reach the required minimum number of participants.
29. Refund Method
If a refund is approved, it will be processed only through the original payment method where possible.
Refunds are not issued in cash.
All transaction fees, bank fees, payment platform fees, intermediary bank fees, and currency conversion fees will be deducted from any refund.
Refunds may take up to 30 days to process after written approval.
30. Transfer of Booking
If a guest cannot join the tour, they may request to transfer their booking to another person.
Transfer requests must be made in writing and are subject to approval by Escape to Sumatra.
The replacement guest must accept these Booking Terms & Conditions and provide all required personal, medical, dietary, and travel information before the tour starts.
Additional costs caused by the transfer are the responsibility of the guest.
A booking cannot be transferred if permits, flights, accommodation, transport, or other services have already been issued in the original guest’s name and cannot be changed.
31. Damage, Loss & Personal Belongings
Guests are responsible for their own belongings during the trip.
Escape to Sumatra is not responsible for lost, stolen, damaged, or delayed personal items.
Guests are responsible for any damage they cause to accommodation, vehicles, equipment, local property, or rented items.
Any costs caused by guest damage must be paid by the guest.
32. Limitation of Liability
Escape to Sumatra will provide services with reasonable care and skill.
To the fullest extent permitted by law, Escape to Sumatra is not responsible for loss, damage, injury, delay, additional costs, or inconvenience caused by circumstances outside our control, including but not limited to weather, road conditions, natural disasters, government restrictions, supplier failures, illness, flight delays, personal decisions, or failure by the guest to follow instructions.
Where liability cannot legally be excluded, Escape to Sumatra’s liability is limited to the amount paid by the guest for the affected service, except where such limitation is not permitted by law.
Nothing in these terms excludes liability where it would be unlawful to do so.
33. Communication
Official communication may take place by email, WhatsApp, or another agreed written method.
Guests are responsible for providing correct contact details and checking messages before and during the trip.
Escape to Sumatra is not responsible for problems caused by incorrect contact information, missed messages, or failure to read important trip information.
34. Agreement to These Terms
By paying a deposit, making a payment, or confirming a booking with Escape to Sumatra, the guest confirms that they have read, understood, and accepted these Booking Terms & Conditions.
These terms form part of the agreement between the guest and Escape to Sumatra.
If one part of these terms is found to be invalid or unenforceable, the remaining parts continue to apply.
35. How to Book With Us
Step 1: Contact us by email or WhatsApp to discuss your trip.
Step 2: Confirm your itinerary, dates, price, and payment details.
Step 3: Pay your deposit or agreed payment.
Step 4: Receive your booking confirmation.
Step 5: Prepare for your Sumatra adventure.
Questions?
If you have any questions about these terms or your upcoming adventure, please contact us at:
📧 info@escapetosumatra.com
🌏 www.escapetosumatra.com