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Terms & Conditions

Last Updated: September 2026

Welcome to BintanTrip. These Terms & Conditions explain the general rules that apply when you book tours, activities, transportation, rentals, spa and wellness services, or other travel experiences through BintanTrip.

By making a booking with BintanTrip, you acknowledge that you have read and understood these Terms & Conditions and agree to comply with the applicable booking, cancellation, participation, and operational requirements.

Please also review the specific information shown on your selected experience page before completing your booking, as individual tours and activities may have additional requirements.

1. Booking & Confirmation

Bookings are subject to availability and are confirmed after the reservation has been successfully processed. Please make sure that all booking information, including the selected experience, date, number of guests, pickup location, and contact details, is accurate before completing your reservation.

Once your booking is confirmed, please keep your booking confirmation or voucher available. You may need to present it when joining your tour or activity.

For available experiences and reservations, you can use our online booking platform.

2. Experience Information

Each BintanTrip experience may have its own itinerary, schedule, inclusions, exclusions, meeting arrangements, and participation requirements. Please review the information provided on the relevant tour or activity page before booking.

Tour durations shown on our website generally refer to the scheduled activity or stop duration. Travel time between locations may vary depending on the pickup location, traffic, weather, and operational conditions.

Some itineraries may include optional meals or activities that are not included in the published tour price. Please check the specific experience details before booking.

3. Cancellation & Refund Policy

BintanTrip offers free cancellation when the cancellation is made at least 24 hours before the scheduled departure time, unless different conditions are stated on the specific experience page.

100% full refund for cancellations made up to 24 hours (T-1) before departure.

  • Cancellations on the day of the tour or no-shows are subject to a full charge.
  • The applicable cancellation cut-off follows the local time of the tour destination or service location.

4. Booking Changes & Rescheduling

Guests who need to change their booking should contact BintanTrip as early as possible.

Changes requested less than 24 hours before the scheduled departure time may not be accepted. Any change or rescheduling request remains subject to availability and operational conditions.

If a change cannot be accommodated, the original booking conditions may continue to apply.

5. Meeting Point & Hotel Pickup

Pickup is available from locations within the Bintan Resort Area, including participating hotels and ports, subject to the arrangements stated in the selected experience.

Guests should provide accurate pickup information when making a reservation. Please be ready at the agreed pickup location before the scheduled departure time.

Pickup arrangements may vary depending on the selected tour, hotel, port, and operational conditions.

6. Tour Start Time

Guests are responsible for being ready at the agreed pickup or meeting point at the scheduled time.

Please allow sufficient time before departure to prepare for pickup. Delays caused by guests may affect the itinerary and may reduce the available time for certain activities.

If you expect to be late, please contact BintanTrip as soon as possible.

7. What's Included & Excluded

Inclusions vary by experience. Please refer to the individual tour page for the services and activities included in your selected package.

Unless specifically stated as included, the following expenses are generally excluded:

  • Meals and beverages
  • Personal expenses
  • Tips and gratuities
  • Breakfast, lunch, or dinner
  • Optional activities or services not listed as included

Additional inclusions may apply to specific packages, such as admission fees, transportation, professional guides, insurance, activity equipment, or complimentary services.

8. Meals & Personal Expenses

Meals are not automatically included unless stated in the selected package.

Where a tour itinerary includes a lunch or meal stop, the meal may be optional and payable at the guest’s own expense, depending on the package.

Guests are also responsible for personal expenses incurred during the tour, including purchases, souvenirs, additional food or beverages, and other personal costs.

9. Transportation

Transportation arrangements depend on the selected tour or service. Certain BintanTrip experiences include roundtrip hotel transfers within the applicable service area.

Transportation schedules may be affected by traffic, weather, road conditions, port operations, or other circumstances beyond the operator’s control.

Guests should provide accurate pickup information to help ensure smooth transportation arrangements.

10. Activity Participation & Safety

Guests are expected to follow the instructions provided by guides, drivers, activity operators, and other service personnel throughout the experience.

Certain activities may have specific participation requirements. These requirements can include physical fitness, swimming ability, appropriate clothing, age restrictions, parental supervision, or other safety conditions.

Guests should inform the operator of any relevant circumstances that may affect their ability to safely participate in an activity.

Safety instructions must be followed at all times. The operator may restrict participation when an activity is considered unsuitable under the applicable safety conditions.

11. Children & Infants

Children and infants are welcome on selected BintanTrip experiences, subject to the requirements of the specific tour or activity.

Parents or guardians are responsible for supervising children and infants throughout the experience.

Please check the individual tour information for applicable child pricing, age requirements, and activity restrictions before booking.

12. Accessibility

Some BintanTrip experiences may accommodate wheelchairs, strollers, and infants. However, accessibility can vary depending on the destination, vehicle, activity, and local conditions.

Guests requiring accessibility assistance should provide the relevant information when making their reservation so that appropriate arrangements can be considered in advance.

13. Weather & Operational Conditions

Outdoor activities may be affected by weather and local operational conditions.

In circumstances such as heavy rain, lightning, strong winds, unsafe sea conditions, or other conditions that affect safety, an activity may be rescheduled, modified, or cancelled according to the operator’s procedures.

Where applicable, the operator will advise guests of available alternatives or refund arrangements based on the conditions of the affected experience.

14. Itinerary Changes

Tour itineraries are planned to provide the advertised experience. However, the actual sequence or timing of activities may change because of traffic, weather, operational requirements, site conditions, or other circumstances.

BintanTrip or its service partners may adjust the itinerary when necessary to maintain operational or safety requirements.

Where possible, guests will be informed of significant changes affecting their experience.

15. Private Tours & Group Participation

Certain BintanTrip experiences are operated as private tours, while others may involve shared activities or service providers.

The applicable tour format will be stated on the relevant experience page or booking confirmation.

Guests are expected to follow the instructions of the guide or service provider and respect other participants when joining shared activities.

16. Vouchers & How to Use Your Booking

Guests should keep their booking confirmation or mobile voucher available when joining the selected experience.

The booking confirmation may contain important information such as the selected service, date, meeting arrangements, and other instructions.

Please check your booking details before departure and contact BintanTrip if you identify any incorrect information.

17. No-Show Policy

A no-show occurs when a guest does not arrive at the agreed pickup or meeting point and does not contact the operator within the applicable departure window.

No-shows are subject to a full charge and are not eligible for a refund, unless different conditions are specifically stated for the selected experience.

18. Additional Charges

Guests are responsible for any additional expenses that are not included in the selected package.

These may include optional activities, meals, beverages, personal purchases, tips, gratuities, or other services requested during the experience.

Please review the inclusions and exclusions of your selected tour before making a reservation.

19. Equipment & Personal Belongings

Guests are responsible for taking care of their personal belongings during the tour.

Please avoid leaving valuable items unattended in vehicles, activity areas, accommodation facilities, or other public locations.

Where equipment is provided for an activity, guests should use the equipment according to the instructions provided by the guide or activity operator.

20. Operator & Service Provider Conditions

Some BintanTrip experiences involve local guides, drivers, activity operators, attractions, transportation providers, or other service partners.

Service-specific requirements may apply depending on the selected experience. Guests should follow the instructions and applicable conditions provided by the relevant service provider.

Where an experience has additional terms or participation requirements, those conditions may apply in addition to these general Terms & Conditions.

21. Guest Responsibilities

Guests are responsible for providing accurate booking information and following the applicable instructions before and during the experience.

  • Provide accurate contact and pickup information
  • Arrive at the agreed pickup or meeting point on time
  • Follow safety instructions
  • Respect guides, drivers, staff, local communities, and other guests
  • Take reasonable care of personal belongings
  • Follow the rules of attractions and activity providers
  • Inform BintanTrip promptly about relevant booking issues

Failure to follow applicable instructions may affect participation in an activity or the ability to complete the planned itinerary.

22. Acceptance of Terms

By making a booking with BintanTrip, guests acknowledge that they have reviewed and accepted these Terms & Conditions together with any specific conditions stated for the selected experience.

Because individual tours and activities may have different requirements, guests should always review the information provided on the relevant product page before confirming a reservation.

23. Questions About Your Booking

If you have questions about a booking, cancellation, pickup arrangement, itinerary, or other tour information, please contact our team before your scheduled departure.

For general information, you can also visit our Bintan Tour FAQ or learn more about our Bintan Tour Operator services.

For booking-related assistance, please visit our Contact Us page.

Important Note

These Terms & Conditions provide general information applicable to BintanTrip bookings and experiences. Specific tours, activities, attractions, and service providers may have additional requirements or conditions.

The terms displayed on the relevant experience page and booking confirmation should always be reviewed before departure.

BintanTrip reserves the right to update these Terms & Conditions when necessary. The latest version published on this page will apply to future bookings unless otherwise stated.