Privacy Policy

REFUND POLICY

PT SEASCAPE LOMBOK MANAGEMENT

Booking, Payment and Cancellation Policy

Version 1.0 · 1 October 2026 · reservations@seascapelombok.com

This policy sets out how a stay is booked and paid for, what happens if plans change, and how refunds are handled. It forms part of the Short-Term Villa Rental Agreement issued for each stay.

It applies to bookings made directly with Seascape Management. Reservations made through Airbnb, Booking.com, Agoda, Expedia, Vrbo or any other travel platform are governed by that platform's terms and by the cancellation policy shown on the listing at the time of booking; see sections 1 and 10.

1. Which policy applies to your booking

Seascape Management sells stays through two different routes, and the rules are not the same.

YOUR BOOKING WAS MADE

WHICH TERMS APPLY

Directly with us — our website and booking page, by email, WhatsApp, telephone, or in person

This policy applies in full, together with the Short-Term Villa Rental Agreement issued for your stay.

Through an online travel platform (OTA) — Airbnb, Booking.com, Agoda, Expedia, Vrbo or any other platform on which the villa is listed

The platform's terms and conditions apply, together with the cancellation policy shown on that listing at the time you booked. Sections 2 to 9 of this policy do not apply to your booking.

If you booked through a platform. Your cancellation policy is the one displayed on the listing when you made the reservation. All cancellations, date changes and refund requests must be made through that platform, which calculates and pays any refund under its own rules and timelines. We cannot override a platform's cancellation policy, shorten its refund timeline, or refund you outside it. Our house rules, occupancy limits and conduct rules continue to apply to every stay, on every channel. Section 10 sets out how platform bookings work in more detail.

2. Booking confirmation

Rates and availability quoted are held for guidance only and are not guaranteed until your reservation is confirmed.

A reservation is confirmed, and the dates are blocked in our calendar, only once both of the following have happened:

• we have received the reservation deposit in cleared funds; and

• we have issued a written confirmation by email.

Until both conditions are met the dates remain available to other guests and the quoted rate is not held. Payment of the reservation deposit constitutes acceptance of this policy and of the Short-Term Villa Rental Agreement in full.

The lead guest must be at least 18 years old and makes the booking on behalf of every member of the occupying party, remaining responsible for their conduct throughout the stay.

3. Payment schedule — direct bookings

All amounts are payable in Indonesian Rupiah (IDR).

AMOUNT

DUE

1. Reservation deposit

50% of the total rental fee

Immediately, to confirm the booking

2. Balance of the rental fee

Remaining 50%

No later than 30 days before check-in

3. Refundable security deposit

As stated in your booking confirmation

With the balance payment

Bookings made within 30 days of arrival require payment of the full rental fee and the security deposit immediately in order to confirm.

Accepted payment methods. Online payment by card, virtual account or QRIS through our secure payment provider; bank transfer in IDR to the company account shown on your confirmation; or card terminal on arrival where agreed in advance. Bank charges and payment-processing fees are borne by the guest.

Taxes and fees. Rates are quoted inclusive of applicable Indonesian government and regional accommodation tax (PB1). Any cleaning fee, extra-guest fee or optional service is shown in your booking summary before payment.

Late payment. If a payment is not received by its due date and we have not heard from you, we may treat the booking as cancelled by the guest and apply the cancellation terms in section 5.

4. Security deposit

The refundable security deposit is held against loss or damage during the stay. It is not rent and may not be applied towards the rental fee. We may collect, hold, or pre-authorise it by bank transfer or card.

The deposit is returned in full within seven (7) business days of check-out, less any lawful deduction for:

• damage, breakage or loss affecting the property, its furnishings, inventory or equipment, beyond fair wear and tear;

• cleaning required beyond the normal standard, or removal of excessive waste;

• unpaid charges, additional services, fines or any cost incurred by us or by the owner as a result of the stay.

Any deduction is supported by a written, itemised statement with reasonable evidence. Where the cost of damage or loss exceeds the security deposit, the guest remains liable for the balance, payable within fourteen (14) days of that statement.

The security deposit is refunded in full on any cancellation, in every case.

5. Cancellation by the guest

Cancellations must be notified to us in writing and take effect on the date we receive the notice.

NOTICE GIVEN BEFORE CHECK-IN

RETAINED BY SEASCAPE MANAGEMENT

REFUNDED TO THE GUEST

60 days or more

10% of the total rental fee (administration fee)

90% of the total rental fee

30 to 59 days

50% of the total rental fee

Fewer than 30 days, or no-show

100% of the total rental fee

None

The refundable security deposit is returned in full in all three cases.

6. Changes, early departure and no-show

Date changes. Requests to move a booking must be made in writing at least 30 days before check-in and are subject to availability and to any difference in rate. We may, at our discretion, permit one amendment at no charge; otherwise the request is treated as a cancellation and a new booking under section 5.

Shortening a stay. Reducing the number of nights after confirmation is treated as a partial cancellation of the nights released, under section 5.

Early departure, late arrival and unused nights. The rental period is fixed. No refund is due for early departure, late arrival or unused nights for any reason attributable to the guest, including a change to travel plans or a missed or delayed flight.

Breach of the agreement. Exceeding the maximum occupancy, holding an unauthorised event, or any other material breach of the Rental Agreement permits immediate termination of the stay without refund.

7. Cancellation by Seascape Management

If, exceptionally, the property becomes unavailable through no fault of the guest — for example serious damage, failure of an essential service, or exceptional circumstances affecting the owner — we will, at the guest's choice:

• offer comparable alternative accommodation of an equal or higher standard for the affected nights, at no additional cost to the guest; or

• refund in full every amount paid for the affected nights, including the security deposit.

This is the entire liability of Seascape Management and of the owner in such circumstances. We are not responsible for flights, transfers or other travel arrangements made by the guest.

8. Force majeure

Neither party is liable for any failure or delay caused by events beyond its reasonable control, including natural disasters such as earthquake, volcanic activity, flooding or tsunami, severe weather, fire, epidemic or pandemic, war, civil unrest, strikes, or acts of government or authority including travel restrictions and airport closures.

Where such an event prevents the stay from taking place, we will offer, in this order:

1. a change of dates at no amendment fee, subject to availability and to any difference in rate;

2. a credit for the full amount paid, valid for twelve (12) months from the original check-in date; or

3. a refund of the amounts paid, less any non-recoverable costs already incurred on the booking.

Travel insurance. Guests are strongly advised to hold comprehensive travel and medical insurance covering the whole party for the duration of the stay, including cancellation, curtailment, personal liability, accident, illness and loss of belongings. This policy is not a substitute for insurance.

9. How refunds are paid

Refunds are made in Indonesian Rupiah, by the same method and to the same account from which payment was received. Please allow up to ten (10) business days from the date the refund is approved, plus any processing time applied by your own bank or card issuer.

Bank charges, card-processing fees and any difference arising from exchange-rate movements between payment and refund are not recoverable from Seascape Management.

Refunds on bookings made through a travel platform are calculated and paid by that platform, not by us.

10. Bookings made through a travel platform

This section applies to every reservation made through Airbnb, Booking.com, Agoda, Expedia, Vrbo or any other platform on which the villa is listed.

• The cancellation policy is the one shown on the listing at the moment of booking — for example Flexible, Moderate, Firm or Strict on Airbnb, or the policy displayed on the rate you selected on Booking.com. It is stated in your reservation confirmation from the platform.

• Cancellations and date changes must be requested through the platform, in its app or on its website, not by email or WhatsApp to us. A message to us does not cancel a platform booking.

• Refunds are calculated and paid by the platform, under its own rules, methods and timelines. We have no control over when the funds reach you.

• Payment, service fees and cleaning fees charged by the platform are governed by that platform's terms.

• Damage and security deposits are handled under the platform's own damage-deposit or host-protection programme. Where a platform does not provide one, we may require a separate refundable security deposit, which then follows section 4 of this policy.

• House rules, maximum occupancy, the no-parties rule and all conduct rules apply identically on every channel, and a serious breach permits termination of the stay under the platform's rules.

• If the platform is unable to process a cancellation — for example during a technical outage — contact us and we will coordinate with it on your behalf.

Where a platform requires a refund under its own policy, that refund is made in accordance with the platform's decision; we are under no obligation to refund any further amount.

11. Problems during your stay, and complaints

Please tell us as soon as anything is not as it should be, so that we can put it right while you are still in the villa. Our team is reachable 24 hours a day on the contact number in your welcome booklet, and most issues are resolved the same day. A complaint raised only after check-out, when we had no opportunity to resolve it, limits what we can reasonably offer.

Formal complaints should be sent in writing to reservations@seascapelombok.com. We acknowledge every complaint within two (2) business days and reply in full within fourteen (14) days.

12. Governing law and disputes

This policy, and the Short-Term Villa Rental Agreement it forms part of, are governed by the laws of the Republic of Indonesia. The parties will first attempt to resolve any dispute amicably and in good faith. Failing resolution within thirty (30) days, the dispute is submitted to the exclusive jurisdiction of the District Court of Praya (Pengadilan Negeri Praya), Central Lombok.

This policy is published in English. Where a translation is provided, the English version prevails.

13. Changes to this policy

We may update this policy from time to time. The version published on our website at the time your booking was confirmed is the version that governs your stay, and the version number and date are shown on this page.

PT Seascape Lombok Management · Jalan Srikandi No. 02, Karang Lelede, Sapta Marga, Cakranegara, Mataram, Nusa Tenggara Barat 83238, Indonesia · NIB 0207260013841 · NPWP 1000000010062094 · reservations@seascapelombok.com