Last Updated: June 11, 2026

Cancellation Policy

This Cancellation Policy explains how cancellations, refunds, and rescheduling requests are handled for Batam tour packages booked with SaunterTour.

Please read this policy carefully before confirming your booking.

1. General Cancellation Terms

If you need to cancel your booking, please contact us as soon as possible through WhatsApp or email.

Cancellation requests must include:

  • Booking name
  • Travel date
  • Package booked
  • Number of travelers
  • Reason for cancellation

Your cancellation request is only considered received after we confirm it in writing through WhatsApp or email.

2. Cancellation by Customer

Cancellation fees may apply depending on how close the cancellation is to the travel date.

General cancellation guide:

  • More than 7 days before travel date: Eligible for refund, minus any non-refundable costs already paid to partners.
  • 3 to 7 days before travel date: Partial refund may be available, depending on ferry, hotel, transport, and activity supplier policies.
  • Less than 72 hours before travel date: Usually non-refundable.
  • No-show on travel date: Non-refundable.

Non-refundable costs may include ferry tickets, hotel bookings, attraction tickets, transport arrangements, meal reservations, or other third-party services that have already been confirmed.

3. Cancellation for Overnight Packages

For 2D1N and 3D2N packages, cancellation rules may be stricter because hotel rooms, ferry tickets, and transport may be booked in advance.

Hotel cancellation rules may vary depending on the hotel or resort. Some hotels may not allow refunds, especially during weekends, public holidays, school holidays, peak seasons, or promotional periods.

We will inform you if your selected hotel or package has special cancellation terms.

4. Rescheduling

Rescheduling may be possible depending on availability.

You may request to change your travel date by contacting us as early as possible.

Rescheduling is subject to:

  • Ferry availability
  • Hotel availability
  • Transport availability
  • Activity or attraction availability
  • Price differences
  • Partner rescheduling rules

If the new date has a higher price, hotel surcharge, ferry surcharge, or public holiday surcharge, you may need to pay the difference.

5. Ferry Delays or Cancellations

If your ferry is delayed or cancelled by the ferry operator, please inform us immediately.

We will do our best to adjust your itinerary where possible. However, refunds or compensation for ferry-related issues depend on the ferry operator's policy.

We are not responsible for ferry delays, missed ferry departures, immigration delays, or schedule changes caused by the ferry operator or traveler lateness.

6. Bad Weather or Unexpected Conditions

Tours may continue during light rain if it is safe to proceed.

If weather conditions, safety concerns, or local conditions make certain activities unsuitable, we may adjust the itinerary or replace activities with suitable alternatives where possible.

Refunds may not be available if the tour can still operate with reasonable adjustments.

7. Cancellation by Us

In rare cases, we may need to cancel or adjust a booking due to circumstances beyond our control, such as:

  • Severe weather
  • Safety concerns
  • Ferry disruption
  • Hotel overbooking
  • Transport issues
  • Government restrictions
  • Natural disasters
  • Force majeure events

If we cancel your tour and no suitable alternative can be arranged, we will discuss refund or rescheduling options with you.

8. Refund Processing

Approved refunds will be processed using an agreed payment method.

Refund processing time may vary depending on bank, payment provider, or transfer method.

Any bank fees, payment gateway fees, transfer charges, currency conversion fees, or third-party non-refundable costs may be deducted from the refund amount.

9. Non-Refundable Items

The following may be non-refundable once confirmed:

  • Ferry tickets
  • Hotel bookings
  • Attraction tickets
  • Activity reservations
  • Meal reservations
  • Transport arrangements
  • Special requests
  • Promotional or discounted packages
  • Public holiday or peak season bookings

We will inform you where possible before confirming non-refundable arrangements.

10. No-Show Policy

If you do not arrive at the agreed meeting point, ferry terminal, hotel, or pickup location at the scheduled time, it may be treated as a no-show.

No-shows are non-refundable.

If you are running late, please contact us immediately. We will try to assist, but itinerary changes, missed activities, or additional transport costs may apply.

11. How to Cancel or Reschedule

To cancel or reschedule your booking, please contact us:

WhatsApp
+6285386868898
Email
Hello@sauntertour.com

Please include your booking details so we can assist you faster.

12. Agreement

By confirming a booking with SaunterTour, you agree to this Cancellation Policy.