Terms and Conditions
Last updated: 5 May 2026. Effective: immediately.
These Terms and Conditions (“Terms”) govern the booking and provision of airport transfer services by Komodo Airport Transfer, operated by PT Juara Holding Indonesia (“we”, “us”, “our”), to the customer (“you”, “guest”, “passenger”). By submitting a booking through our website, WhatsApp, email, or any other channel, you agree to be bound by these Terms. Read them carefully.
1. Booking and confirmation
1.1 A booking is initiated when you submit the form on /book-now/ or the homepage, message our WhatsApp dispatch, or send an email enquiry that includes the date, route, and vehicle. A booking is confirmed only when our dispatch team replies on WhatsApp or email with the confirmation message containing the driver’s name, vehicle plate number, and dispatch contact.
1.2 The price quoted at the moment of confirmation is the price you pay. There is no surge pricing, no airport pickup fee, and no late-arrival surcharge for genuine flight delays.
1.3 All confirmations are issued in your local time zone with the corresponding Indonesia Western Time (WIB / GMT+8) reference. If a discrepancy arises, the WIB time on the confirmation prevails.
1.4 A booking is non-transferable to a third party without our written agreement.
2. Payment
2.1 Payment timing: Payment is due upon completion of the transfer (cash or card via portable terminal at the destination), or in advance via Indonesian bank transfer (Mandiri Bank account details provided in the WhatsApp confirmation). For corporate, group, or wedding bookings, we may require a 30% deposit at booking and the balance on completion.
2.2 Accepted currencies: USD and IDR. The IDR rate at confirmation is locked for that booking. We do not accept other foreign currencies in cash. Card payments are processed in IDR at the bank’s daily exchange rate.
2.3 Accepted cards: Visa, Mastercard, JCB, and UnionPay. American Express is not accepted at this time. There is no card surcharge for transactions up to USD 500; above that, a 1.5% bank fee may apply (we notify you in advance).
2.4 Receipts and invoicing: Standard receipts are issued on request after payment. Tax-compliant invoices for corporate or government bookings (with Indonesian NPWP details) require advance notice — email sales@komodoluxury.com at least 48 hours before the transfer.
3. Vehicle substitution rights
3.1 We reserve the right to substitute the booked vehicle class with the equal-or-higher class at no additional cost to you, in the event that the booked vehicle is in maintenance, has been damaged in a prior trip, or has failed pre-shift inspection. For example: a booked Hiace may be substituted with a Hiace long-wheelbase or with a Hiace + Innova combination.
3.2 We will not substitute downward (e.g. an Alphard booking will not be replaced with a Hiace) without your prior written consent.
3.3 If a vehicle substitution requires you to wait beyond the original pickup time, we will absorb the delay and provide compensation up to USD 25 per delayed hour (capped at USD 50) for documented inconvenience.
4. Force majeure
4.1 Neither we nor you shall be liable for any failure or delay in performing obligations under these Terms where such failure or delay results from any cause beyond reasonable control, including but not limited to:
- Severe weather (storms, flooding, volcanic ash from Mount Iliboleng or Mount Lewotobi)
- Road closures by Indonesian government authority (police, infrastructure department)
- Civil unrest, strike, or public emergency
- Labuan Bajo airport closure or air traffic restriction
- National public health emergency
- Earthquake, tsunami, or other natural disaster
4.2 In the event of force majeure preventing us from completing your transfer, you receive a full refund of any pre-paid amount, or rescheduling at no additional cost, at your election. We notify you as soon as the situation is known.
4.3 If you are unable to take the transfer due to force majeure on your side (e.g. flight cancelled by airline due to weather), the same applies — full refund or rescheduling, no penalty. See the cancellation policy for the full force-majeure schedule.
5. Driver behaviour and standards
5.1 Our drivers are required to maintain the standards described on our why-us page — current commercial driving licence, clean driving record, defensive-driving certification, English communication competence, and adherence to our published code of conduct.
5.2 Drivers do not consume alcohol on duty and are subject to random breath testing. Drivers do not smoke inside the vehicle. Drivers do not use mobile phones while driving except for hands-free GPS navigation or emergency dispatch communication.
5.3 If your driver behaves contrary to these standards, contact dispatch immediately on WhatsApp (+62 811 3810 8110). We will dispatch a replacement vehicle within 30 minutes (in town) or 60 minutes (outer coast) and refund the affected portion of the trip.
5.4 Tipping is not expected. Drivers are paid a competitive salary plus a completion bonus. If you choose to tip, the driver retains 100% of the tip.
6. Customer obligations
6.1 Punctuality: You must be at the agreed pickup point (LBJ arrivals concourse, hotel lobby, or marina pier) at the agreed time. For inbound airport transfers, this means exiting baggage claim within a reasonable window of your flight’s actual landing — we wait up to 60 minutes free of charge. Beyond 60 minutes without contact, we may release the driver and the booking is forfeited (50% refund); contact dispatch on WhatsApp before this happens to avoid any issue.
6.2 Luggage declaration: You must declare large or unusual luggage at the time of booking. Standard checked luggage is included in the price; oversized items (surfboards, golf bags, dive compressors, large camera equipment) require advance notice and may require a vehicle upgrade. We will not refuse the trip on the day for undeclared luggage but cannot guarantee fit if you arrive with significantly more than declared.
6.3 Passenger conduct: Passengers must behave courteously to the driver, refrain from smoking inside the vehicle, refrain from consuming alcohol inside the vehicle (except a small toast for honeymoon kits), use seatbelts where provided, and supervise any children. The driver may pause the trip if passenger behaviour creates a safety risk.
6.4 Damage: You are responsible for any damage to the vehicle interior caused by your party (e.g. spilled food, vomit, broken upholstery). Cleaning fees are charged at IDR 500,000 (light cleaning) to IDR 5,000,000 (deep cleaning or upholstery replacement). For damage not caused by your party, you bear no liability.
7. Liability limits
7.1 Our liability for any breach of these Terms or negligent act is limited to the price of the transfer in question, except in cases of personal injury or death caused by our negligence, where liability is governed by Indonesian law and our commercial passenger insurance (Asuransi Allianz Utama Indonesia, IDR 500 million per person per incident).
7.2 We are not liable for missed flights, missed connections, missed cruise departures, or missed events caused by:
– Traffic delays from circumstances we could not reasonably anticipate
– Force majeure (see section 4)
– Your own delay in being ready at the pickup point
We strongly recommend you allow at least 90 minutes of buffer between your transfer arrival and any connecting flight or boat departure.
7.3 We are not liable for personal property left in the vehicle. We make reasonable effort to return lost items via courier (you bear shipping cost) — see also our contact page for the lost-and-found procedure.
8. Cancellation and modification
Cancellation rights, refund schedule, and modification rules are set out in the dedicated Cancellation Policy, which is incorporated by reference into these Terms.
9. Privacy
Our handling of your personal data is set out in our Privacy Policy, which is incorporated by reference into these Terms.
10. Dispute resolution
10.1 Governing law: These Terms are governed by the laws of the Republic of Indonesia.
10.2 Friendly resolution: Most issues resolve quickly through WhatsApp dispatch. If a complaint cannot be resolved at the dispatch level, escalate by email to sales@komodoluxury.com with the subject line “Formal complaint” — we respond within 14 days.
10.3 Mediation and arbitration: Where a friendly resolution is not reached, the parties agree to attempt mediation under the rules of the Indonesian National Arbitration Board (BANI) before pursuing litigation. The seat of any arbitration is Jakarta, conducted in either English or Bahasa Indonesia at the parties’ agreement.
10.4 Jurisdiction: Where litigation is the only remaining option, the courts of Jakarta Selatan, Indonesia, have exclusive jurisdiction.
11. Changes to these terms
We may update these Terms from time to time. The “Last updated” date at the top of this page indicates the version. Material changes will be notified by a banner on the website for 30 days. Changes do not affect bookings already confirmed before the change date — your booking is governed by the Terms in force at the time of confirmation.
12. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.
13. Contact
For questions about these Terms:
– Email: sales@komodoluxury.com
– WhatsApp: +62 811 3810 8110
– Postal: PT Juara Holding Indonesia, Jl. Soekarno-Hatta No. 12, Labuan Bajo, Manggarai Barat, NTT 86711, Indonesia