1. Booking & Confirmation

Airport transfer bookings are submitted via our website and are confirmed after payment is successfully processed through our secure payment gateway. You will receive a booking confirmation via email and WhatsApp containing your trip details and driver information. We reserve the right to cancel a booking and issue a full refund if the requested vehicle or route is unavailable on the selected date.

2. Pricing & Payment

The price shown during checkout is the final price and includes all applicable surcharges (passenger, luggage, and zone markup). There are no hidden fees beyond what is displayed in the booking form. Payment is processed online via Bank Transfer (Virtual Account) or BCA Blu through our secure payment gateway. Cash payments are not accepted for airport transfer bookings made via our website.

3. Cancellation Policy

• 24+ hours before pickup: Free cancellation — 100% full refund, no charge.
• Less than 24 hours before pickup: 0% refund (no refund) — late-cancellation fee applies as our vehicle and driver have already been reserved exclusively.
• No-show: If the passenger does not appear within the complimentary driver waiting time and cannot be reached, the full fare is payable (no refund).

4. Flight Delays & Changes

For arrival transfers, our driver monitors your flight and adjusts pickup time automatically for delays at no extra charge. Please notify us via WhatsApp if your flight is cancelled or rerouted. For departure transfers, the departure time is fixed — please allow sufficient time for traffic in Bali, especially on the Kuta–Seminyak–Nusa Dua corridor during peak hours.

5. Driver Waiting Time

• Airport arrivals: Driver will wait up to 60 minutes at no extra charge. Complimentary waiting time starts from your scheduled pickup time, not from the flight landing time. To avoid any inconvenience, we highly recommend setting your pickup time at least 30 minutes after your flight's scheduled landing time to allow for immigration and baggage claim.
• Harbor / ferry ports: Driver will wait up to 30 minutes from the scheduled boat docking time at no extra charge.
• Hotel / villa pickups: Driver will wait up to 20 minutes from the agreed pickup time at no extra charge.
• Any extra waiting time will be charged $3 per 15 minutes (in 15-minute increments). You may pay this directly to the driver in cash. The driver is required to report this to Diwira Customer Support, and the extra time will be validated against our GPS tracking system.

6. Passenger & Luggage Limits

Standard vehicles (sedan/MPV) accommodate up to 4 passengers with standard luggage (1 suitcase + 1 carry-on per person). Groups of 5 or more passengers will be assigned a larger vehicle (Minibus/Van) with a transparent passenger surcharge calculated automatically in the booking form:

• 1–4 Passengers: Standard Sedan / Compact MPV (No Surcharge — included in base fare).
• 5 Passengers: +$10.00 (Larger MPV / Innova or equivalent).
• 6–12 Passengers: +$20.00 (Minibus / Van / Toyota HiAce).

For groups exceeding 12 passengers, please make a separate booking or contact us directly via WhatsApp for special arrangements. Oversized items (surfboards, bicycles, wheelchair equipment) must be declared at booking — additional charges may apply.

7. Child & Infant Policy

Children are counted as passengers for pricing purposes. If a child safety seat is required, please request one at booking — we will do our best to provide one, subject to availability. Infant seats may not be available on all vehicles. Diwira Travel complies with Indonesian road safety regulations.

8. Passenger Responsibility

Passengers are responsible for ensuring they have the correct documents (passport, visa, travel insurance) for entry into Indonesia. Diwira Travel is not liable for missed flights, connections, or border issues caused by passenger delays. Passengers must behave respectfully toward drivers. Diwira Travel reserves the right to refuse service to passengers who are intoxicated, abusive, or in violation of Indonesian law.

9. Liability

Diwira Travel operates fully licensed and insured vehicles in accordance with Indonesian transport regulations, including mandatory insurance coverage through Jasa Raharja. Our liability in the event of a vehicle incident is limited to the terms of our operating insurance. We are not responsible for loss or damage to passenger belongings unless caused by proven negligence of the driver. We strongly recommend passengers carry their own comprehensive travel insurance covering trip cancellation, medical evacuation, and personal liability.

10. Privacy & Data

Your personal information (name, email, phone number, flight details) is collected solely for the purpose of coordinating your transfer. We do not sell or share your data with third parties. Your WhatsApp contact may be used for booking coordination and, with your permission, for service updates from Diwira Travel. Data is stored in accordance with applicable Indonesian privacy regulations.

11. Governing Law

These terms are governed by the laws of the Republic of Indonesia. Any disputes arising from a booking shall be resolved first through good-faith discussion. If unresolved, disputes shall be referred to the courts of Tabanan Regency, Bali, Indonesia.

12. Contact

For any questions regarding these terms, please contact us:
📞 WhatsApp: +62 821 4724 2621
📧 Email: support@diwirawisataindonesia.com
PT. Diwira Wisata Indonesia — Jl. Pantai Kelating, Tabanan, Bali