Privacy Policy, Cancellation & Insurance
How we collect, use, and protect your personal information, together with our cancellation, refund, and travel insurance provisions.
1. Introduction
Welcome to GiliRecommended.com.
We respect the privacy and security of the personal information of every visitor and customer. This Privacy Policy explains how GiliRecommended.com (“we”, “our”, or “GiliRecommended”) collects, uses, stores, manages, and protects your personal information when you access the website, make a booking, contact our team, or use the travel and tour services we provide.
By accessing the website, contacting us, or making a booking through our services, you are deemed to have read and understood this Privacy Policy.
2. Information We Collect
We may collect several types of personal information depending on how you use our website and services.
A. Personal Information
When you make a booking, submit an enquiry, or contact us, the information we may collect includes:
- Full name.
- Email address.
- Phone number and WhatsApp.
- Nationality and country of residence.
- Date of birth and gender, where necessary.
- Number of participants or travellers.
- Accommodation details, where required for pickup arrangements.
- Other information you voluntarily provide to us.
B. Booking and Travel Information
To arrange and provide travel services, we may collect information such as:
- The type of tour package or activity selected.
- Booking date and travel date.
- Number of participants and details of each participant.
- Departure time and travel arrangements.
- Pickup and drop-off locations.
- Special requests and travel preferences.
- Booking confirmations and transaction records.
C. Passport and Identity Information
For certain activities, in particular Mount Rinjani treks, we may require passport information or other identity documents.
Such information may be required for trekking permits, national park registration, insurance arrangements, or other official requirements.
We will only request this information where it is necessary for the provision of the relevant services.
D. Health and Safety Information
Some tour activities, such as mountain trekking, snorkelling, sea activities, and boat trips, carry certain physical and safety risks.
To ensure participant safety, we may request relevant information such as:
- Health conditions that may affect participation in activities.
- Allergies or dietary restrictions.
- Mobility limitations.
- Swimming ability.
- Emergency contact information.
- Other health or safety information you voluntarily provide.
Health information will only be processed where necessary for safety purposes, service arrangements, or other lawful purposes, with consent or a processing basis that complies with applicable law.
3. How We Collect Information
We may collect personal information through several channels, including:
- Booking and reservation forms on the website.
- Contact and enquiry forms.
- WhatsApp, email, telephone, and other communication channels.
- Direct communication with our customer service team.
- Payment processes and booking confirmations.
- Information provided by official travel partners where necessary to complete your booking.
We only collect information that is relevant and necessary to provide our services and fulfil our business obligations.
4. Purpose of Using Information
The information we collect may be used for various lawful purposes connected with our business operations, including:
- Processing and managing tour package bookings.
- Confirming reservations and providing booking confirmation.
- Arranging transport, accommodation, tour guides, boats, and other travel services.
- Arranging snorkelling, trekking, island tours, and various other tour activities.
- Processing payments and keeping transaction records.
- Providing schedule information and travel updates.
- Handling permits, registrations, and insurance where required.
- Providing customer support and answering enquiries.
- Managing emergencies and supporting traveller safety.
- Improving website quality and customer experience.
- Sending promotional information, special offers, and tour packages where permitted and, where required, based on your consent.
- Complying with applicable legal and regulatory obligations.
- Preventing fraud, misuse, and unauthorised transactions.
5. Payment Information
Payments for our services may be processed through third-party payment providers, banks, or other official payment methods.
Depending on the payment method used, certain payment-related information may be collected and processed by the relevant payment provider.
We do not intend to store full credit or debit card numbers, card security codes, or other sensitive payment credential information on our website.
Payment providers are responsible for processing payment information in accordance with their privacy policies, security standards, and applicable regulations.
7. Data Storage and Retention Period
We retain personal information only for as long as is reasonably necessary to fulfil the purposes described in this Privacy Policy.
The retention period may depend on:
- The duration of the booking and travel arrangements.
- Customer service needs and post-travel services.
- Legal, accounting, and tax obligations.
- Permit and insurance documentation requirements.
- Resolution of disputes, complaints, or legal claims.
Where personal information is no longer necessary and there is no legal reason to retain it, we will take reasonable steps to delete, destroy, or anonymise the information in accordance with applicable law.
8. Personal Information Security
We apply reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse, alteration, disclosure, or destruction.
These measures may include:
- Restricting access to personal information.
- Using secure website and hosting infrastructure.
- Applying appropriate administrative and technical safeguards.
- Handling booking and customer information securely.
- Cooperating with third-party service providers that maintain adequate security standards.
Although we strive to protect your information, no method of electronic transmission or storage is completely secure. Therefore, we cannot guarantee absolute security.
9. Your Rights over Personal Information
In accordance with applicable personal data protection regulations, including Law Number 27 of 2022 on Personal Data Protection, you have certain rights regarding your personal information.
These rights may include:
- Obtaining information about the processing of your personal data.
- Accessing the personal information we hold.
- Requesting correction or updating of inaccurate information.
- Requesting deletion or destruction of personal data where permitted by law.
- Withdrawing consent for data processing based on your consent.
- Requesting the cessation or restriction of data processing under applicable conditions.
- Objecting to certain personal data processing in accordance with legal provisions.
- Requesting a copy or transfer of personal data where such a right is available under law.
- Lodging a complaint regarding the processing of your personal information.
To exercise these rights, you may contact us using the contact information listed in this Privacy Policy.
We may need to verify your identity before processing certain requests.
Please note that we may still need to retain certain personal information where required by law or necessary to fulfil contractual, regulatory, or legitimate business obligations.
10. Cancellation and Refund Policy
We understand that travel plans can change for various reasons. We therefore provide cancellation and booking change provisions to give customers clarity while ensuring good coordination with our tour operators and service partners.
This policy applies to all services available on GiliRecommended.com, including snorkelling, Mount Rinjani trekking, Labuan Bajo tours, island hopping, private boat trips, and other tour activities.
A. Cancellation by the Customer
If a customer wishes to cancel a confirmed booking, the customer must contact the GiliRecommended team via WhatsApp or official email.
The standard refund provisions are as follows:
| Cancellation time before departure | Refund |
|---|---|
| 2 days or more | 100% |
| Less than 48 hours | 0% |
| No-show | 0% |
Additional provisions:
- Non-refundable administrative or third-party transaction fees may be deducted from the refund amount.
- Permit, entrance ticket, registration, or operational fees already paid to third parties that cannot be recovered may be excluded from the refund.
- A cancellation is valid only after confirmation from the GiliRecommended team.
- A customer who does not appear at the agreed time and location without prior notice is deemed to have cancelled unilaterally.
Refund percentage provisions may differ where the product page or booking confirmation contains a specific policy that was communicated to the customer before payment.
B. Rescheduling a Booking
Customers may request a change of travel schedule under the following conditions:
- Rescheduling requests must be submitted as soon as possible.
- Rescheduling is subject to availability of seats, operators, boats, guides, and related facilities.
- Rescheduling may incur additional charges where there are price differences or operational costs.
- Permit, ticket, and third-party reservation fees that cannot be transferred or refunded are the customer responsibility in accordance with applicable provisions.
- Rescheduling requests are not automatically approved until confirmed by our team.
C. Cancellation by GiliRecommended or the Tour Operator
Under certain conditions, GiliRecommended or a tour operator working with us may cancel a travel activity.
Cancellation may occur due to:
- Bad weather conditions or high sea waves.
- Natural conditions that make tour activities impossible.
- Closure of tourist areas or trekking routes by the authorities.
- Emergencies or conditions that endanger participant safety.
- Damage to boats, vehicles, or transport facilities.
- Unavailability of operators or facilities.
- Force majeure.
If a cancellation is made by us or the operator for safety or operational reasons, the customer will be offered one of the following options:
- Rescheduling the trip at no additional cost, subject to availability.
- Replacement with an alternative activity or service agreed together.
- A refund for the portion of the service that cannot be provided, taking into account non-refundable third-party costs and applicable legal provisions.
We will endeavour to provide information as quickly as possible in the event of a change or cancellation of travel.
11. Insurance Policy
A. Insurance Protection
GiliRecommended, managed by CV GILI RECOMMENDED VOYAGES, provides insurance protection through PT Jasaraharja Putera under the Public Liability Insurance programme.
This protection is intended to provide insurance benefits to participants in the event of an accident while taking part in tour activities organised by GiliRecommended, in accordance with the terms and conditions of the applicable insurance policy.
B. Activities Covered by the Protection
Based on the insurance certificate, the protection covers accidents experienced by participants during the following activities in the Lombok and Gili Islands area:
- Visits to tourist attractions, including waterfalls, beaches, and other places of interest.
- Snorkelling and swimming.
- Travel by glass bottom boat.
- Travel by tour boat or vessel.
- Hiking or trekking activities.
- Camping.
- Shuttle or transfer services.
All protection remains subject to the scope, terms, and exclusions set out in the insurance policy.
C. Benefits and Sum Insured
Based on the insurance certificate issued by PT Jasaraharja Putera, the stated coverage benefits are as follows:
| Type of protection | Sum insured |
|---|---|
| Death | IDR 10,000,000 |
| Permanent Disablement | Max. IDR 10,000,000 |
| Medical Expenses | Max. IDR 1,000,000 |
The sums insured above are stated as A.O.P. on the certificate. Payment terms and their application follow the applicable insurance policy.
Total sum insured during the insurance period: IDR 300,000,000 under a Combined Single Limit, as stated in the certificate.
D. Participant Age Requirements
Based on the insurance certificate, the participant age requirements for the following activities are:
- Snorkelling: minimum 10 years and maximum 60 years.
- Hiking: minimum 10 years and maximum 60 years.
- Camping: minimum 10 years and maximum 60 years.
Participants outside this age range should not assume automatic coverage for the relevant activities. Please contact GiliRecommended before booking to confirm the applicable provisions.
E. Filing an Insurance Claim
In the event of an accident during a covered tour activity, the customer or a representative may contact the GiliRecommended team for information about the claims process.
Supporting documents that may be required include:
- Participant identification.
- Booking proof or tour activity confirmation.
- Chronology of events or accident report.
- Medical documents or proof of medical expenses, if required.
- Additional documents as requested by the insurer.
Decisions on claims, including approval and the amount of benefits paid, are entirely subject to the terms and decisions of the insurer.
F. Limitations and Exclusions
Insurance protection does not mean that all risks during travel or tour activities are automatically covered.
Every claim is subject to the policy terms, including age limits, activity types, coverage limits, administrative requirements, and exclusions set by PT Jasaraharja Putera.
GiliRecommended is not an insurance company and has no authority to determine claim approval or payment.
G. Additional Travel Insurance
Although GiliRecommended provides protection through PT Jasaraharja Putera, customers are still advised to hold additional personal travel insurance.
Additional insurance may provide broader protection, such as trip cancellation, loss of belongings, travel delays, medical evacuation, and other risks that may not be included in the protection provided through GiliRecommended.
12. Communication and Promotional Information
We may occasionally send information about travel updates, promotional offers, special tour packages, and other relevant information related to our services.
Marketing communications will be sent in accordance with applicable regulations and required consent requirements.
You may stop receiving promotional communications at any time via the unsubscribe instructions provided in the message or by contacting us directly.
However, even after you stop receiving promotional messages, we may still contact you regarding ongoing bookings, payments, important travel updates, or other service needs.
13. Changes to This Privacy Policy
We reserve the right to update or amend this Privacy Policy from time to time to reflect changes in business operations, website features, services, or applicable legal regulations.
Any changes will be published on this page together with an update to the last modified date.
We encourage visitors and customers to review this page periodically to stay informed about how we protect personal information.
14. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws and regulations of the Republic of Indonesia, including Law Number 27 of 2022 on Personal Data Protection and other applicable related regulations.
All matters relating to personal information and privacy will be handled in accordance with the laws applicable in Indonesia.
15. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or the management of your personal information, please contact us using the following information:
We will endeavour to respond to privacy-related questions and requests within a reasonable period, in accordance with applicable legal provisions.