Return & Refund Policy
This Cancellation & Refund Policy forms part of the agreement between Ocean Mantra Village and the Guest and should be read together with the Booking Confirmation and the Terms & Conditions. The order of priority between those documents is governed by the Terms & Conditions. Capitalised terms used in this Policy have the meanings given in the Terms & Conditions.
1. Booking Confirmation
A Booking becomes binding only when Ocean Mantra Village has confirmed availability and the applicable price and payment terms, the Guest has paid the deposit, prepayment or full amount required for that Booking, and Ocean Mantra Village has issued a written Booking Confirmation. Until then, availability is not guaranteed and the requested dates may remain available to other Guests.
2. Deposit and Payment Terms
Unless different payment terms are stated in the Booking Confirmation, a deposit equal to 20% of the total Booking price is required to secure the Booking. The remaining 80% balance is payable in full upon check-in.
The deposit is non-refundable except where this Policy expressly provides otherwise, Ocean Mantra Village cancels the Booking in circumstances requiring a refund, or applicable law requires a refund.
Different payment terms may apply to peak-season stays, group Bookings, private buyouts or exclusive-use Bookings, long stays, special events, promotional or discounted rates, and customised retreats or services reserved specifically for the Guest. Such terms may require a higher deposit, staged payments, earlier payment deadlines or full prepayment before arrival.
Any special payment or cancellation terms communicated before payment and recorded in the Booking Confirmation or applicable offer form part of the agreement and take priority over the general terms in this Policy to the extent stated in the Terms & Conditions.
3. Cancellation by the Guest
A Guest may cancel a Booking by sending a clear written cancellation notice to the contact details specified by Ocean Mantra Village. Cancellation becomes effective when Ocean Mantra Village receives the notice.
For a standard Booking, the required 20% deposit remains non-refundable. As the remaining balance is generally payable upon check-in, no further amount is ordinarily payable where the Guest cancels before arrival, unless different payment terms apply.
For a Booking subject to special payment or cancellation terms, amounts paid may be partially or fully non-refundable where those terms were communicated before payment and recorded in the Booking Confirmation or applicable offer, subject to applicable law.
Personal circumstances—including illness, injury, family circumstances, work commitments, visa issues, flight changes or other personal travel disruption—do not by themselves create a right to a refund, credit or rescheduling outside the terms applicable to the Booking. Guests should seek reimbursement from their insurer where the relevant event is covered.
4. No-Show, Late Arrival and Early Departure
A Guest who does not arrive on the confirmed arrival date and does not notify Ocean Mantra Village will be treated as a no-show. Ocean Mantra Village may cancel the remaining Booking and release the accommodation and reserved services.
For a standard Booking, the deposit will be forfeited. For a Booking subject to special payment terms, Ocean Mantra Village may retain all amounts paid, including prepayments above 20% and up to 100% of the Booking value, where that condition was communicated before payment and recorded in the Booking Confirmation or applicable offer, subject to applicable law.
Unless otherwise required by applicable law or expressly provided in this Policy, no refund, credit, discount or substitute service will be provided for failure to arrive, late arrival, unused nights, missed meals, sessions or activities, voluntary early departure, or services not used because of the Guest’s personal travel arrangements, health, conduct or decision.
5. Changes and Rescheduling Requested by the Guest
Any request to change dates, duration, accommodation category, the number or identity of Guests, or any included service or agreed arrangement must be submitted in writing. A requested change is not effective unless and until it has been expressly accepted in writing by Ocean Mantra Village.
Ocean Mantra Village will make reasonable efforts to accommodate a requested change but does not guarantee availability. A change may result in an increase or decrease in the Booking price, an administration or change fee disclosed before confirmation, a different promotional rate or payment schedule, charges imposed by a Third-Party Provider, or the change being treated as a cancellation and new Booking where the original Booking cannot reasonably be amended.
Any additional amount must be paid by the deadline specified by Ocean Mantra Village. Where the amended Booking has a lower price, any credit or refund will be determined under the Policy applicable to the original Booking, unless otherwise agreed in writing.
6. Transfer of a Booking
A Guest may request permission to transfer a Booking to another person.
A transfer is permitted only where:
- Ocean Mantra Village approves the transfer in writing;
- the replacement Guest satisfies all applicable age, health, suitability and participation requirements;
- the request is made sufficiently before arrival to allow the necessary arrangements to be completed;
- all outstanding amounts are paid; and
- the original and replacement Guests provide all information and documents reasonably required for the transfer.
Ocean Mantra Village may refuse a transfer where the Booking is personalised, non-transferable, subject to specific eligibility requirements or connected with services that cannot be reassigned. The original Guest and replacement Guest are jointly responsible for any outstanding balance and reasonable additional costs directly arising from the transfer, unless otherwise agreed in writing.
Any photography consent, health declaration, acknowledgement of risk or other individual consent completed by the original Guest does not transfer. The replacement Guest must complete their own documents.
7. Changes or Cancellation by Ocean Mantra Village
Ocean Mantra Village may make reasonable changes to the Retreat, programme, accommodation, facilities or services for operational, logistical, environmental, health or safety reasons. Minor changes do not entitle the Guest to cancel without charge or receive a refund where the overall nature and principal value of the confirmed Retreat remain substantially unchanged.
Where Ocean Mantra Village makes a material change before arrival, it will offer the Guest, depending on the circumstances, acceptance of the amended Booking, a reasonably comparable alternative where available, rescheduling or a credit on agreed terms, or cancellation of the materially affected Booking with an appropriate refund.
Where Ocean Mantra Village cancels for reasons not caused by the Guest and not arising from the Guest’s breach, it will offer the remedy required by this Policy and applicable law, which may include rescheduling, an alternative Retreat or stay, a credit, or a refund of amounts paid for services that will not be provided.
Where Ocean Mantra Village cancels because of the Guest’s non-payment, breach, ineligibility, unsafe conduct or materially inaccurate disclosure, the financial consequences will be determined under the Terms & Conditions, this Policy and applicable law.
Ocean Mantra Village is not responsible for consequential or external costs such as flights, visas, insurance, onward accommodation, transport, currency exchange losses or other independent travel arrangements, except where such responsibility cannot lawfully be excluded.
8. Force Majeure
A Force Majeure Event means an event or circumstance beyond the reasonable control of Ocean Mantra Village that prevents, significantly delays or materially affects performance of the Booking, including natural disasters, severe weather or dangerous sea conditions, public-health emergencies, war or civil unrest, government action, closure or serious disruption of transport infrastructure, prolonged interruption of essential utilities, serious damage to the property or essential infrastructure, or another comparable event that could not reasonably have been prevented or overcome.
Ocean Mantra Village will take reasonable steps to reduce the effect of a Force Majeure Event and will inform affected Guests as soon as reasonably practicable. Depending on the nature, timing and duration of the event, Ocean Mantra Village may modify, postpone or suspend an activity, change the Retreat schedule or location of a service, provide a reasonable alternative, reschedule the Booking, issue a credit, or cancel all or part of the Booking.
Any refund, credit or rescheduling arrangement will be determined according to the services that can or cannot be provided, this Policy, amounts already reasonably and irreversibly paid to Third-Party Providers, non-recoverable costs already reasonably incurred, and applicable law. This section does not permit Ocean Mantra Village to retain amounts where retention would be prohibited by applicable law.
9. Travel and Medical Insurance
Guests are strongly advised to obtain comprehensive insurance before travelling. The insurance should be appropriate for Indonesia, the remote location of Ocean Mantra Village and the activities the Guest intends to undertake and should, where relevant, cover medical treatment and hospitalisation, emergency transport and evacuation, repatriation, trip cancellation, curtailment and interruption, delayed or cancelled transport, baggage and personal belongings, water-based and other planned activities, and relevant pre-existing conditions.
Each Guest is responsible for reviewing the terms, exclusions, territorial scope and activity limitations of their insurance. Failure to obtain adequate insurance does not transfer the resulting financial responsibility to Ocean Mantra Village.
10. Refund Processing
Where a refund is expressly due under this Policy, the Terms & Conditions or applicable law, an approved refund will normally be initiated within 14 to 30 business days after Ocean Mantra Village confirms the refund in writing and receives all information reasonably required to process it.
Refunds will ordinarily be made to the original payment method and in the original payment currency, unless otherwise agreed or required by the payment provider. Ocean Mantra Village is not responsible for delays caused by banks, card issuers or payment providers, or for exchange-rate fluctuations, conversion differences or bank charges outside its reasonable control, except where applicable law provides otherwise.
11. Contact
PT. OCEAN MANTRA VILLAGE
DUSUN NATU, Desa/Kelurahan Poja, Kec. Sape, Kab. Bima, Provinsi Nusa Tenggara Barat, Indonesia, Kode Pos 84182
Email: info@ocean-mantra.com
WhatsApp / telephone: +62 822 3629 2925