Terms & conditions

1. Scope

These terms and conditions apply to all services provided by Cili Travel, including tours, activities, and related services offered on our website, www.cilitravel.com. By booking any services through our website, you agree to comply with these terms and conditions.

2. Bookings

2.1 Booking Process: 
To book a tour or activity with Cili Travel, select your desired tour, provide the necessary information, and complete the payment process. You will receive a confirmation email once your booking is confirmed.

2.2 Information Accuracy:
You are responsible for ensuring that all information provided during the booking process is accurate and complete.

3. Payment

3.1 Payment Methods:
We accept major credit cards, PayPal, and other payment methods specified on our website.

3.2 Payment Timing:
Full payment is required at the time of booking. Your booking is not confirmed until payment has been received.

4. Cancellations and Refunds

4.1 Customer Cancellations:
Cancellations can be made 48 hours before departure of your tour and you will receive full refund. Please send the cancellation via email or WhatsApp. 

4.2 Cili Travel Cancellations:
In the event that Cili Travel cancels a tour due to unforeseen circumstances, you will be offered a full refund or the option to reschedule your tour.

4.3 Refund Process: 
Refunds will be processed using the original payment method and usually take up to 3 banking days to appear in your account. In rare cases, it may take a few days longer.

5. Changes to Bookings

5.1 Customer-Initiated Changes:
Requests for changes to your booking must be submitted via email to info@cilitravel.com. We will do our best to accommodate your request but cannot guarantee that changes will be possible.

5.2 Cili Travel-Initiated Changes:
If changes to the tour itinerary are necessary due to weather, safety concerns, or other reasons, we will notify you as soon as possible and offer suitable alternatives.

6. Participant Responsibilities

6.1 Health and Fitness:
Participants must ensure that they are in good health and have the necessary fitness level to participate in the tour or activity.

6.2 Personal Belongings:
Participants are responsible for their own belongings during the tour. Cili Travel is not liable for any loss or damage to personal items.

6.3 Conduct:
Participants are expected to conduct themselves in a respectful and safe manner. Cili Travel reserves the right to remove any participant who behaves inappropriately or endangers others.

7. Liability

7.1 Limitation of Liability:
Cili Travel’s liability for any claims arising out of or in connection with our services is limited to the total price paid for the tour or activity. We are not liable for any indirect, punitive, or consequential damages.

7.2 Third-Party Services:
Cili Travel is not responsible for the actions or omissions of third-party service providers.

8. Complaints and Dispute Resolution

8.1 On-Tour Complaints:
If you have any complaints during the tour, please inform the tour guide immediately so that we can address the issue.

8.2 Post-Tour Complaints:
Complaints after the tour should be sent via email to info@cilitravel.com within 14 days of the tour date. We will investigate and respond to your complaint promptly.

9. Privacy & Data Protection

9.1 Your Privacy Matters
At Cili Travel, we value your trust. We collect and process only the personal data necessary to deliver safe and personalized travel experiences.

9.2 What We Collect
When you interact with us - through bookings, our website, chat, or other channels - we may collect:

• Your name, email, phone number

• Travel preferences and booking details

• Payment-related data (processed securely via third-party providers)

• Communication history (e.g., chat, email, WhatsApp)

• Website usage data (via cookies or analytics tools)
  
  

9.3 Why We Collect It
We use your information to:

• Process bookings and deliver tour services

• Send confirmations and updates

• Communicate relevant offers (only with your consent)

• Improve our services through analytics

• Ensure secure and smooth interactions with our digital platforms
  
  

9.4 Legal Basis
We process data in accordance with GDPR, based on:

• Contractual necessity (e.g., tour bookings)

• Legitimate interest (e.g., service improvement)

• Your consent (e.g., marketing subscriptions)
  
  

9.5 Data Sharing
We only share your data when necessary - for example, with local guides or booking systems to fulfill your tour. We never sell your information and ensure all third parties meet high data protection standards.

9.6 Cookies & Tracking
Our website may use cookies or analytics tools (like Google Analytics or Facebook Pixel) to understand user behavior and enhance performance. You can manage your preferences via your browser settings.

9.7 Your Rights
You have the right to:

• Access your personal data

• Correct or update your information

• Request deletion of your data

• Withdraw consent to marketing at any time

• Lodge a complaint with a data protection authority

To exercise your rights, contact us at:  info@cilitravel.com

9.8 Data Retention
We keep your data only as long as necessary to fulfill its purpose or as required by law. When no longer needed, your data is securely deleted.

9.9 Data Security
We use secure systems, encrypted connections, and access control to protect your data from loss, misuse, or unauthorized access.

9.10 Changes to This Policy
We may update this section from time to time. 
The latest version will always be available at:
www.cilitravel.com/terms-and-conditions.
Last updated: 04. September, 2025.

10. Governing Law and Jurisdiction

10.1 Governing Law:
These terms and conditions are governed by the laws of Indonesia.

10.2 Jurisdiction:
Any disputes arising out of or in connection with these terms and conditions will be resolved in the courts of Indonesia.

11. Contact Information

For any questions, concerns, or additional information, please contact us at: info@cilitravel.com  /  www.cilitravel.com