Refund Policy — Bali Fast Tracks
Our refund policy in plain English. Free cancellation up to 24 hours before service. Generous handling of flight cancellations and force-majeure situations.
Refund Policy at a Glance
Cancellation Window
More than 24 hours before service
Free cancellation. Full refund processed within 24 hours of cancellation request to your original payment method (Visa, Mastercard, AmEx, PayPal, bank transfer).
4 to 24 hours before service
50% cancellation fee applies. The remaining 50% is refunded within 24 hours of cancellation request. This window covers our greeter scheduling and operational planning costs.
Within 4 hours of service
The booking is non-refundable. However, you can reschedule to a new date within 30 days for a $10 administrative fee. We honour rescheduling requests for legitimate reasons including illness, family emergency, or business changes.
Special Cases
Flight cancelled by airline
If your flight is cancelled by the airline (not your voluntary cancellation), we refund 100% or reschedule at no charge regardless of timing. Send the airline's cancellation confirmation to operations@balifasttracks.com.
Flight delayed
Delays of any length are covered at no additional cost. We monitor flight status in real time; greeters reposition automatically. No action required from you.
Force majeure
Force-majeure events (volcanic ash, natural disasters, government-mandated airport closure) covered case by case — typically 100% refund or unlimited reschedule. We err on the side of generosity.
Greeter no-show by us
If our greeter fails to show up at the scheduled meeting point and you proceed without our service, we refund 100% AND provide a credit voucher for a future service of equivalent value. This has occurred 2 times in 50,000+ bookings since 2019.
Service quality issues
If the service falls materially short of what was promised (greeter visibly unprofessional, immigration line not skipped due to our error, lounge access denied due to our paperwork issue), we refund the relevant tier component on a case-by-case basis. Email operations@balifasttracks.com with details — operations director responds personally within 24 hours.
How to Request a Refund
WhatsApp (fastest)
Send your booking confirmation number and reason for cancellation to +62 811-3809-193. We confirm cancellation and refund processing within 4 minutes during business hours.
Send to hello@balifasttracks.com for general cancellations or operations@balifasttracks.com for service issue refunds. Include booking confirmation number and reason.
Required information
- Booking confirmation number
- Original payment method
- Reason (helps us improve, but not required for free-cancellation window)
- Preferred refund method (default: original payment)
Refund Processing Time
| Payment method | Refund time to your account |
|---|---|
| Visa / Mastercard / AmEx | 5–10 business days (depends on bank) |
| PayPal | 1–3 business days |
| Bank transfer (USD) | 2–5 business days |
| Bank transfer (IDR) | 1–2 business days domestic, 3–5 days international |
| Cryptocurrency | Within 24 hours (we send to original address) |
Disputes
If you disagree with our cancellation decision, please escalate to our operations director at operations@balifasttracks.com. We commit to responding personally within 24 hours and to good-faith resolution. We have never had a complaint reach an Indonesian consumer-protection authority — we resolve directly.