Cancellation Policy

Last updated: 5 May 2026. Effective: immediately.

We are predictable about cancellations because flexibility is part of what good ground transport offers. The schedule below is in effect for every booking made through this website, WhatsApp, or email — there are no hidden fees, no surprise penalties, and no “non-refundable” rate.

This policy is incorporated by reference into our Terms and Conditions.

Standard cancellation schedule

The “scheduled pickup” time is the time we agreed to meet you at LBJ arrivals or your hotel lobby, as recorded in your WhatsApp confirmation message. The cutoffs are calculated against Indonesia Western Time (WIB, GMT+8). For non-Indonesian guests, the WhatsApp confirmation lists both your local time and the corresponding WIB time to avoid any confusion.

How to cancel

Fastest: Reply to your WhatsApp confirmation with “Cancel booking” — the dispatcher confirms within 5 minutes.

Alternative: Email sales@komodoluxury.com with the subject line “Cancel booking — [reference number]”.

In either case, you receive a written confirmation of the cancellation and the refund timeline. We do not require you to give a reason for cancellation, although it helps us improve the service if you do.

Modification (changes that are not full cancellation)

Modification is free of charge at any time, including within the 24-hour window, subject to availability:

• Change of arrival time (different flight, schedule shift): free, anytime
• Change of pickup or drop-off location: free, subject to zone-price adjustment if zones differ
• Change of vehicle class: free, subject to price difference (you pay the difference for upgrade, you receive the difference for downgrade)
• Add round-trip / departure leg: free, with the standard 10% round-trip discount applied
• Add or remove passengers: free, subject to vehicle capacity (we may upgrade or downgrade vehicle accordingly)
• Add child seat, dive gear, supermarket stop, honeymoon kit, VIP service: free or at the published add-on rate

To modify, message dispatch on WhatsApp with the change. The reply confirms the new arrangement.

Force majeure — full refund regardless of timing

We waive the standard schedule and refund 100% in any of these cases, even if you contact us less than 24 hours before pickup:

Weather and natural events:
– Severe storm, typhoon, or extreme weather warning issued by the Indonesian Meteorological, Climatological, and Geophysical Agency (BMKG)
– Volcanic ash cloud closing Komodo Airport (LBJ) airspace
– Earthquake, tsunami, flooding, or landslide affecting the route or destination

Flight and transport disruption:
– Your inbound flight cancelled by the airline (any reason)
– Your inbound flight diverted to a different city overnight (no separate transfer needed)
– Your outbound (departure-leg) flight cancelled or rescheduled to a different day
– Komodo Airport (LBJ) closure for any reason
– Indonesia public-health emergency restricting non-essential travel

Government and authority action:
– Indonesian government road closure on the airport-to-Labuan-Bajo route
– Police checkpoint closure preventing access to your hotel zone
– Civil unrest or curfew

In all of these cases, contact dispatch on WhatsApp as soon as you have visibility, and we will issue the refund or reschedule the booking at no charge. You do not need to provide formal documentation for airline cancellations — we verify against the airline’s status feed.

No-show policy

A “no-show” is defined as failing to appear at the agreed pickup point within 60 minutes of the scheduled pickup time without contacting our dispatch.

For inbound airport transfers: the 60-minute window is calculated from your flight’s actual landing time (which we monitor via the airline source feed), not your originally-scheduled landing time. So if your flight is 90 minutes late, the 60-minute window starts when you actually land. We wait. There is no late-arrival fee.

For outbound (departure-leg) transfers: the 60-minute window is calculated from the agreed pickup time at your hotel.

If you are running late, message dispatch. A single WhatsApp message preserves your booking — we hold the driver as long as you let us know what is happening. Drivers are paid for waiting time after 60 minutes at $5 per additional 15 minutes (charged to you on completion), but the booking itself is preserved.

A genuine no-show (no contact, no appearance after the 60-minute window) results in the booking being forfeited and 0% refund. This rule exists because the driver is held off other bookings — but in practice we have only enforced it twice in seven years of operation, both for clear walk-aways without communication.

Partial cancellation (round-trip bookings)

If you booked a round-trip and need to cancel only one leg:

• Cancel only the arrival leg, keep the departure: the standard schedule applies to the cancelled arrival leg only; the departure leg is unaffected. Round-trip discount is recalculated — typically you lose the 10% discount on the remaining leg.
• Cancel only the departure leg, keep the arrival: same — schedule applied to the cancelled leg, discount recalculated on the remaining leg.

If both legs are cancelled, the standard schedule applies to the full booking value.

Refund timeline

Once we confirm your cancellation, the refund is processed within these timelines:

• Cash payment refund: processed at the dispatch office in Labuan Bajo (drop in or by registered courier — we cover the courier cost in town, you cover for international destinations)
• Card payment refund: 5-10 business days for domestic Indonesian cards, 7-21 days for international cards (bank-side processing time varies)
• Bank transfer refund: within 3 business days for Indonesian Mandiri Bank, 5-7 business days for foreign bank accounts (subject to recipient bank processing)

You receive a written refund confirmation by email and WhatsApp once the funds leave our account.

Disputes

If you believe the cancellation was processed incorrectly or you are entitled to a different refund amount, escalate by email to sales@komodoluxury.com with the subject line “Cancellation dispute — [reference number]”. We respond within 7 business days.

For unresolved disputes, see the dispute-resolution section of our Terms and Conditions.

Why this policy is structured this way

Most operators in Labuan Bajo either offer no cancellation flexibility (kerb-side taxi, hotel shuttle) or hide non-refundable rates behind a discount banner (some OTAs). We chose a transparent middle path: a clear schedule, free modification any time, and full refund for the things genuinely outside your control. The 48/24 thresholds reflect when we can resell the driver’s time slot — beyond 48 hours we re-fill easily, between 24 and 48 it is sometimes possible, inside 24 the slot is usually lost.

The result is a policy that almost never produces a complaint. We believe predictability is part of what a luxury operator owes its guests.

Need to cancel or modify now?

Reply to your WhatsApp confirmation with the change, or message +62 811 3810 8110 directly. The dispatcher will reply in under five minutes.

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