Terms & Conditions — Bali Fast Tracks
Plain-English terms of service. What we promise, what you agree to, and what happens if things go wrong. Indonesian law applies. Disputes resolved in Bali courts.
Terms at a Glance
What We Promise (Service Scope)
Tier 1 Essential
- Greeter at aerobridge or gate exit upon your arrival
- Escort through diplomatic-priority immigration lane
- Luggage retrieval assistance
- Customs walk-through
- Hand-off to your driver or family at arrival hall
Tier 2 Premium (additional to Tier 1)
- e-VOA processing (filed on your behalf 12 hours before flight)
- IDR 500,000 government VOA fee included
- Premier or Saphire Lounge access (3 hours)
- Luxury car transfer to your booked accommodation
Tier 3 VVIP (additional to Tier 2)
- Round-trip service (departure also covered)
- Priority baggage delivery
- Bali SIM card
- Personal concierge during stay
What we do NOT promise
- Skipping immigration faster than the diplomatic lane allows (typically 90 seconds at counter)
- Override of immigration officer decisions (we facilitate, we don't control outcomes)
- Override of customs officer decisions
- Override of airline check-in policies
- Recovery of lost luggage (we facilitate the airline's process)
What You Agree To
- Provide accurate passenger information (name as on passport, correct flight number)
- Communicate any changes (flight delays, accommodation changes) as soon as known
- Have valid passport and any required visa for entry to Indonesia
- Be present at the agreed meeting point at the agreed time
- Behave respectfully toward our greeters and other staff
- Pay any extras agreed to during service (lounge extension, additional transfers, etc.)
If you provide inaccurate information
Inaccurate information (wrong flight number, wrong passport name) may make service impossible. We refund or reschedule based on the cancellation policy at the time of discovery.
Liability and Limits
What we are liable for
- Failure to provide the booked service due to our error → 100% refund + credit voucher
- Loss or damage to your luggage caused by our greeter → repair or replacement up to USD 500
- Direct damages from gross negligence → up to amount paid for service
What we are NOT liable for
- Missed flights due to your late arrival at airport (despite our best efforts)
- Flight delays, cancellations, or diversions by airlines
- Immigration officer decisions to refuse entry or extend processing
- Customs officer decisions on declared or seized items
- Lost luggage caused by airline (we assist with claim, but airline is responsible)
- Indirect, consequential, or punitive damages
- Force-majeure events (natural disasters, government action, civil unrest)
Liability cap
Our maximum total liability for any service is equal to the amount you paid for that service. Exceptions: gross negligence or wilful misconduct, where Indonesian law may impose higher liability.
Force Majeure
If we cannot provide service due to force-majeure events (volcanic eruption, earthquake, government-mandated airport closure, civil unrest, etc.), we offer:
- 100% refund, OR
- Reschedule to a future date within 12 months at no charge
You choose. We err on the side of generosity in genuine force-majeure situations.
Disputes and Governing Law
First — talk to us
Most disputes are resolved by emailing operations@balifasttracks.com. Our operations director responds personally within 24 hours and offers good-faith resolution.
Mediation
If direct resolution fails, we agree to mediation through a mutually agreed Indonesian mediator (typically BANI — Indonesian National Arbitration Board).
Court jurisdiction
Unresolved disputes are heard in Pengadilan Negeri Denpasar (Bali District Court). Indonesian law (specifically UU No. 10/2009 Tourism Law and UU No. 8/1999 Consumer Protection Law) applies.
EU/UK consumers
EU and UK consumers retain rights under their local consumer-protection laws. We comply with these regardless of governing-law clauses.
Changes to Terms
We may update these terms with 30 days' notice. Material changes are emailed to active customers and posted prominently on this page. Continued use of our service after changes implies acceptance.
Severability
If any provision of these terms is held unenforceable by a court, the remaining provisions remain in full effect. The unenforceable provision is replaced with the closest enforceable equivalent.
Last Updated
These terms were last updated on 1 May 2026.