Payment and Booking Confirmation

All official tour prices, deposits and outstanding balances are stated in Indonesian Rupiah (IDR).

The deposit amount depends on the number of participants, itinerary, accommodation and supplier requirements. The exact amount will be clearly stated in the customer’s quotation.

The deposit must be paid within three calendar days after the quotation is accepted. A shorter payment deadline may apply to urgent bookings, peak periods or limited hotel availability, as stated in the quotation.

A reservation is not confirmed and availability cannot be guaranteed until the deposit has been received and Pesona Bromo Tour has issued a written booking confirmation.

The deposit may be paid by Visa or Mastercard through a secure payment link, according to the payment instructions provided in the quotation.

The remaining tour balance can be settled using either of the following methods:

• Credit card (Visa or Mastercard): Payment through the secure DOKU payment link provided by Pesona Bromo Tour must be completed no later than three days before your arrival.
• Cash in Indonesian Rupiah (IDR): The remaining balance may be paid on the pickup day, before the tour begins.

All transfer fees, administrative charges and exchange-rate differences are the customer’s responsibility. The net amount received by Pesona Bromo Tour must match the amount stated in the quotation.

Payment links or other online payment methods are only available when explicitly provided in the official quotation.

Any cancellation, rescheduling or refund will be handled according to the Cancellation and Refund Policy below.

Cancellation, Rescheduling and Refund Policy

Cancellation by the Customer

For cancellations made more than seven days before the scheduled pickup date, the deposit may be refunded after deducting:

• Hotel, ticket and supplier payments that cannot be recovered;
• Bank, transfer and administrative fees; and
• Any other non-refundable costs already incurred specifically for the customer’s booking.

For cancellations made within seven days of the scheduled pickup date, the deposit is non-refundable.

The deposit is also non-refundable if the customer does not arrive at the agreed pickup location and time without prior notice.

Rescheduling by the Customer

A request to change the travel date must be submitted at least seven days before the scheduled pickup date.

Rescheduling is subject to hotel, transport, guide and destination availability. Any price difference, supplier amendment fee or additional booking cost resulting from the new date is the customer’s responsibility.

Payments already made to suppliers will be transferred to the new booking only when permitted by the relevant supplier.

Weather, Destination Closure and Force Majeure

An itinerary may be changed, postponed or cancelled due to circumstances beyond the reasonable control of Pesona Bromo Tour, including:

• Severe weather;
• Volcanic activity;
• Floods, landslides or natural disasters;
• Road closures or extreme traffic disruption;
• Closure of a destination by the authorities;
• Government regulations;
• Safety restrictions; or
• Other force majeure events.

When this happens, Pesona Bromo Tour will first try to provide a reasonable alternative route or activity. Rescheduling may also be offered when possible.

If the customer does not accept the available alternative or rescheduling, a refund will be limited to unused services and amounts that can still be recovered from hotels and other suppliers.

Services already provided and supplier payments that cannot be recovered are non-refundable.

Cancellation by Pesona Bromo Tour

If Pesona Bromo Tour cancels the booking for an internal operational reason that is not caused by force majeure or circumstances outside its control, all payments received for the cancelled services will be refunded in full.

Refund processing time may depend on the bank, payment service and method originally used by the customer.

Booking Information and Communication

To prepare an accurate quotation and travel arrangement, the customer must provide:

• Full name of the person responsible for the booking;
• Travel date;
• Number of participants;
• Selected tour package or preferred destinations;
• Pickup and drop-off locations;
• Preferred accommodation standard or room requirements; and
• Any other information reasonably required for the selected itinerary.

Flight details are only required when airport pickup or drop-off is requested.

The customer is responsible for providing complete and accurate information. Any changes to the number of participants, travel date, pickup location, flight schedule, hotel preference or other booking details must be reported as soon as possible.

Changes may affect availability, itinerary, vehicle type, accommodation and the final tour price.

Official booking communication may be conducted through WhatsApp, email or LINE for customers from Thailand.

Pesona Bromo Tour aims to respond as soon as reasonably possible. Response times may vary while tours are in operation, during weekends, public holidays and peak travel periods.

A booking is only confirmed after the required deposit has been received and Pesona Bromo Tour has issued a written confirmation.

Tour Inclusions and Exclusions

The services included in a tour are limited to those specifically listed in the customer’s official quotation and confirmed itinerary.

Depending on the selected package, included services may consist of:

• Private air-conditioned transportation;
• Accommodation;
• Breakfast;
• Entrance tickets;
• Private Bromo jeep;
• Local guides;
• Ijen medical check-up, gas mask and mineral water; and
• Other services expressly stated in the quotation.

The following items are not included unless they are specifically stated in the quotation:

• Lunch and dinner;
• Domestic or international flights;
• Travel and personal health insurance;
• Personal expenses, laundry, minibar and room service;
• Hotel room upgrades;
• Optional activities such as horse riding at Bromo or paragliding in Batu;
• Additional transfers involving Bali or Yogyakarta;
• Bank, transfer and payment administration fees; and
• Any service or activity not listed in the confirmed quotation.

Tips for drivers and guides are voluntary and are not included in the tour price.

If the customer requests additional services during the tour, the availability and price must be confirmed before the service is provided.

Accommodation Policy

Accommodation included in the tour will be stated in the official quotation. Hotel names, room types and availability are only confirmed after the required deposit has been received.

Standard tour prices are generally based on two customers sharing one twin or double room. A single room request may require an additional single-room supplement.

Accommodation standards depend on the travel route and destination:

• Accommodation near Tumpak Sewu is generally provided in a local homestay because internationally rated hotels are not available close to the waterfall.
• For an Ijen tour approached from Surabaya, Malang or Yogyakarta, accommodation is generally arranged in Bondowoso.
• For an Ijen tour approached from Banyuwangi or Bali, accommodation is generally arranged in Banyuwangi.

If the hotel or homestay stated in the quotation becomes unavailable, Pesona Bromo Tour may provide accommodation of a reasonably comparable standard. The customer will be informed of the change as soon as possible.

Requests for a specific hotel, room view, bed type, connecting room, early check-in or late check-out are subject to availability and cannot be guaranteed unless confirmed in writing.

A hotel upgrade or any change requested by the customer may result in an additional charge.

Health, Fitness and Safety

Customers are responsible for ensuring that their physical condition is suitable for the selected itinerary and activities.

Customers with heart conditions, respiratory problems, injuries, limited mobility, pregnancy or other relevant health conditions should consult a medical professional before participating in trekking or other physically demanding activities.

Any health condition, allergy, mobility limitation or special assistance requirement that may affect the tour must be disclosed to Pesona Bromo Tour before the booking is confirmed.

There is no fixed age limit for joining a tour, provided that the participant is physically capable of completing the selected activities. Participants under 18 years of age must be accompanied by a parent or responsible adult.

Certain destinations require physical effort:

• The Ijen trek involves approximately three kilometres of uphill walking. Participation is subject to the required local medical check-up, official access permission, weather and safety conditions.
• The Tumpak Sewu trek includes steep and potentially wet stairs and paths.
• The Bromo crater visit requires walking from the jeep parking area and climbing steps to the crater viewpoint.

Customers must follow the safety instructions provided by drivers, local guides, destination authorities and Pesona Bromo Tour.

Customers should bring suitable footwear, warm clothing, rain protection, personal medication and any other equipment recommended for the selected itinerary.

A driver, guide or Pesona Bromo Tour representative may stop a customer from participating in an activity when their health, behaviour, equipment or local conditions create an unreasonable safety risk.

An activity that cannot be completed because of the customer’s health, physical ability, behaviour or refusal to follow safety instructions is non-refundable.

Travel and personal health insurance are strongly recommended and remain the customer’s responsibility.

Responsibilities and Liability

Pesona Bromo Tour will use reasonable care when arranging transportation, accommodation, local guides and other services included in the confirmed itinerary.

Hotels, destination operators, local guides and other suppliers may operate as independent third-party service providers. Their services are subject to availability, local regulations, destination conditions and their applicable operating procedures.

Pesona Bromo Tour cannot guarantee that every destination, activity, road, viewpoint or natural attraction will remain accessible at all times.

Pesona Bromo Tour is not responsible for delays, itinerary changes or service interruptions caused by circumstances outside its reasonable control, including weather, volcanic activity, natural disasters, road closures, government restrictions, destination closures, flight disruption or other force majeure events.

Customers are responsible for:

• Following instructions from drivers, guides and destination authorities;
• Behaving respectfully and complying with Indonesian laws and local regulations;
• Ensuring that their passport, visa, entry permission, flight ticket and other travel documents are valid;
• Arriving at the agreed pickup location and time; and
• Taking reasonable care of their luggage and personal belongings.

Customers remain responsible for passports, money, electronic devices, jewellery, luggage and other valuable items.

Pesona Bromo Tour will provide reasonable assistance when an item is reported lost. However, Pesona Bromo Tour is not responsible for loss, theft or damage unless it is proven to have resulted directly from negligence by Pesona Bromo Tour.

General information regarding visas, entry requirements or travel documents does not constitute immigration or legal advice. The final responsibility remains with the customer.

Nothing in these Terms and Conditions excludes or limits any responsibility that cannot legally be excluded under applicable Indonesian law.

Privacy and Personal Data

Pesona Bromo Tour may collect personal information that is reasonably required to prepare a quotation, confirm a booking and operate the selected tour.

This information may include:

• Customer name and contact details;
• Number and names of participants;
• Travel dates;
• Pickup and drop-off details;
• Flight information when airport service is requested;
• Accommodation and room requirements;
• Relevant health, dietary or mobility information voluntarily provided by the customer; and
• Payment and booking confirmation information.

Personal data may be used for preparing quotations and itineraries, managing reservations and payments, arranging travel services, communicating important information, providing customer assistance, and meeting reasonable administrative or legal requirements.

Pesona Bromo Tour may share necessary booking information with hotels, drivers, guides and other suppliers involved in operating the confirmed tour. Only information reasonably required to provide the relevant service will be shared.

Personal information will not be sold or provided to other businesses for their own marketing purposes.

DOKU, card networks, issuing banks and other payment providers may process customer information according to their own privacy policies and security procedures.

Pesona Bromo Tour may retain booking information for as long as reasonably required for customer service, accounting, legal or administrative purposes.

Customers may separately agree to receive tour information or promotional messages through WhatsApp or email. Promotional communication will only be sent with the customer’s consent.

Customers can withdraw their marketing consent at any time by replying STOP or contacting Pesona Bromo Tour.

Pesona Bromo Tour will take reasonable measures to protect personal information but cannot guarantee absolute security for information transmitted through email, messaging platforms or third-party services.

Questions or requests concerning personal information can be sent to customercare@sunriseinbromo.com.

Complaints and Dispute Resolution

Customers should immediately report any problem that occurs during the tour to the driver, guide or Pesona Bromo Tour.

Pesona Bromo Tour must be given a reasonable opportunity to investigate and correct the problem while the tour is still in progress.

If the issue cannot be resolved during the tour, the customer should submit a written complaint within seven calendar days after the tour has ended.

The complaint should include:

• Customer name and booking reference;
• Travel date;
• A clear description of the issue;
• The service or destination involved; and
• Relevant photographs, receipts or other supporting information, when available.

Written complaints can be sent through WhatsApp or to customercare@sunriseinbromo.com.

Pesona Bromo Tour will review the complaint and respond as soon as reasonably possible after receiving the necessary information.

Both parties agree to first attempt to resolve any disagreement through good-faith communication and mutual discussion.

If a resolution cannot be reached, these Terms and Conditions will be governed by the laws of the Republic of Indonesia, and any formal dispute will be handled by the competent authorities or courts in Indonesia.

Business Identity and Contact Details

These Terms and Conditions apply to tour services arranged by:

Pesona Bromo Tour
Probolinggo, East Java, Indonesia

Official Contact Channels

WhatsApp: +62 852 1576 5758
Email: customercare@sunriseinbromo.com
WeChat ID: pesonabromotour
LINE and other contact options: linktr.ee/pesonabromotour

WhatsApp and email are the primary official channels for booking confirmations and payment instructions.

LINE and WeChat may be used for general inquiries and customer communication. However, customers must verify all payment instructions through an official quotation or written confirmation from Pesona Bromo Tour.

Customers should only make payments using the account details or payment instructions provided directly by Pesona Bromo Tour.

Pesona Bromo Tour is not responsible for payments sent to an account, person or payment link that has not been officially confirmed through its authorized contact channels.

Acceptance and Changes to These Terms

By paying the required deposit, the customer confirms that they have:

• Reviewed and accepted the official quotation;
• Reviewed the confirmed itinerary;
• Provided accurate booking information; and
• Read and agreed to these Terms and Conditions.

The person responsible for making the booking confirms that they have permission to accept these Terms and Conditions on behalf of all participants included in the booking.

Pesona Bromo Tour may update these Terms and Conditions when required to reflect changes in services, operations, payment methods or applicable regulations.

A confirmed booking will normally remain subject to the version of the Terms and Conditions that applied when the deposit was received.

A later version will only apply to an existing confirmed booking when the change is required by applicable law, necessary for safety or regulatory compliance, or agreed to in writing by the customer and Pesona Bromo Tour.