Guest Refund Policy

Last Updated: September 6, 2019

These terms and conditions govern PT PERJAMPAT’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Host associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to PT PERJAMPAT’s Terms of Service (“PT PERJAMPAT Terms”). The Guest Refund Policy is available to Guests who book and pay for an Accommodation through the SRA Platform and suffer a Travel Issue (as defined below). 

All capitalised terms shall have the meaning set forth in PT PERJAMPAT PT PERJAMPAT Terms or Payments Terms unless otherwise defined in this Guest Refund Policy.

By using the SRA Platform as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.

1. Travel Issue

A “Travel Issue” means any one of the following:

(a) the Host of the Accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g. does not have the booked Listing or equivalent accommodation at same location available for occupation by the Guest).

(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:

  • the size and type of the Accommodation (e.g., private or shared bungalow, ensuite bathroom)
  • the physical location of the Accommodation (proximity).

(c) at the start of the Guest’s booking, the Accommodation is not generally clean and sanitary according to the standards of traditional Papuan accommodation in Raja Ampat.

2. The Guest Refund Policy

If you are a Guest and suffer a Travel Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the SRA Platform (“Total Fees”), minus the Refund Service Fee, depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to find and book you another Accommodation for any unused nights left in your booking which is reasonably comparable to the Accommodation described in your original booking in terms of size, rooms, features and quality. All determinations of PT PERJAMPAT with respect to the Guest Refund Policy, including without limitation the size of any refund and the comparability of alternate Accommodations, shall be in PT PERJAMPAT’s discretion, and final and binding on the Guests and Hosts.

3. Conditions to Claim a Travel Issue

To submit a valid claim for a Travel Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Guest that booked the Accommodation;

(b) you must bring the Travel Issue to our attention in writing or and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the later of (i) the start of your booking or (ii) you discover the existence of the Travel Issue, and must respond to any requests by us for additional information or cooperation on the Travel Issue;

(c) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence); and

(d) unless PT PERJAMPAT advises you that the Travel Issue cannot be remediated, you must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.

4. General Provisions

4.1 No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.

4.2 Modification or Termination. PT PERJAMPAT reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion. If PT PERJAMPAT modifies this Guest Refund Policy, we will post the modification on the SRA Platform or provide you with notice of the modification and PT PERJAMPAT will continue to process all claims for Travel Issues made prior to the effective date of the modification.

4.3 Entire Agreement. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between PT PERJAMPAT and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between PT PERJAMPAT and you regarding the Guest Refund Policy.

5. Contacting PT PERJAMPAT

If you have any questions about the Guest Refund Policy, please email us, or send your enquiry via the SRA Platform contact page.