Refund Policy

Refund Policy

At Wonderland Manta Penida, we strive to provide exceptional tour experiences. This Refund Policy outlines the conditions under which refunds are issued.

1. Cancellation by Customer

Full Refund (100%)

You are eligible for a full refund if:

  • Cancellation is made more than 24 hours before the scheduled tour start time
  • The tour is cancelled by us due to weather, safety concerns, or operational issues
  • We are unable to provide the booked service as described

No Refund (0%)

No refund will be issued if:

  • Cancellation is made within 24 hours of the tour start time
  • You fail to show up at the meeting point (no-show)
  • You arrive late and miss the departure
  • You voluntarily leave the tour after it has started
  • You are removed from the tour due to misconduct or safety violations

2. Cancellation by Wonderland Manta

If we need to cancel your tour due to:

  • Weather Conditions: Unsafe sea conditions, storms, or extreme weather
  • Safety Concerns: Equipment failure, insufficient crew, or other safety issues
  • Force Majeure: Natural disasters, government restrictions, or other unforeseeable circumstances

You will receive either:

  • A full refund of the amount paid, OR
  • The option to reschedule to another available date at no additional cost

3. Partial Service

If a tour is shortened or modified due to weather or unforeseen circumstances after it has started, refunds will be assessed on a case-by-case basis. We will make every effort to provide alternative activities or partial refunds where appropriate.

4. Wildlife Sightings

Please note that manta ray sightings and other wildlife encounters are not guaranteed, as these are wild animals in their natural habitat. No refunds will be issued solely due to the absence of wildlife sightings.

5. Refund Processing

  • Processing Time: Refunds are typically processed within 5-10 business days
  • Method: Refunds will be issued to the original payment method
  • Bank Transfer: If paid by bank transfer, refunds will be returned to the same account
  • Credit Card: Refunds may take additional time to appear on your statement depending on your bank

6. Rescheduling

If you need to reschedule your tour:

  • Requests made more than 24 hours in advance can be rescheduled free of charge (subject to availability)
  • Requests made within 24 hours may incur a rescheduling fee or be treated as a cancellation

7. Group Bookings

For group bookings (5+ people), special cancellation terms may apply. Please contact us for details.

8. Deposits

Deposits are non-refundable unless the tour is cancelled by us or you cancel more than 24 hours in advance.

9. How to Request a Refund

To request a refund, please contact us as soon as possible:

  • Email: info@wonderlandpenida.com
  • WhatsApp: +62 813-5307-2819

Please include your booking reference number and reason for cancellation.

10. Disputes

If you have concerns about a refund decision, please contact our customer service team. We will review your case and respond within 48 hours.

Last updated: April 2026