Legal
Refund & Cancellation Policy
Detailed cancellation deadlines, refund timelines, and dispute escalation paths for Svarga Resort Lombok bookings. Read alongside our Terms of Service.
Standard Refundable Rate
Cancel 14 days or more before check-in: full refund minus a 5% processing fee deducted by the payment gateway. Cancel 7-13 days before check-in: 50% refund of total amount. Cancel less than 7 days before check-in: no refund of deposit, balance not charged. No-show: full booking forfeit.
Non-Refundable Rate Plans
Promotions tagged "non-refundable" (e.g., LONGSTAY15) forfeit the deposit on any cancellation regardless of timing. The promo terms are displayed at booking and acknowledged by the guest before payment. These rates are usually 10-20% lower than the standard refundable rate.
Booking Modifications
Date changes are accommodated subject to availability and the rate difference. Modifications made 14+ days before check-in: no fee. 7-13 days: 10% rebooking fee. Less than 7 days: treated as cancellation and rebooking under current availability and rates.
Force Majeure and Weather
For cancellations caused by natural disasters, travel restrictions imposed by Indonesian authorities, or major flight cancellations affecting your route, we offer a full refund or credit for future stay (valid 12 months) regardless of normal cancellation policy. Documentation may be required.
Refund Processing Time
Refunds are processed within 5 business days of cancellation approval. The funds reach your account within: 1-3 business days for credit cards, 1-2 business days for virtual account, 3-7 business days for international bank transfer. Processing fees deducted by the payment gateway are not refundable.
Promo Code Impact
When a promo code is applied, refunds are calculated on the discounted total, not the original list price. If the promo code has been redeemed and the booking is later cancelled, the redemption count is restored to allow re-use within the promo's validity window.
Partial Cancellation (Multi-Room)
If you booked multiple rooms and want to cancel some but not all, the standard timing rules apply per room. The remaining booking is recalculated at the unmodified rate; if the original promo no longer qualifies (e.g., minimum amount no longer met), it is removed and the remaining total reflects the standard rate.
Dispute Escalation
If you disagree with a refund decision, escalate by emailing reservations@svargaresort.com with your booking code and explanation. We respond within 7 business days. Unresolved disputes may be brought to YLKI (Yayasan Lembaga Konsumen Indonesia) under UU 8/1999 about Consumer Protection.
Refund Method
Refunds are issued to the original payment method when possible. If the original method is unavailable (expired card, closed account), an alternative method requires identity verification matching the booking record. No refunds are issued to third parties.
Contact
Cancellation requests, refund status, and disputes: reservations@svargaresort.com / +62 370 123 456. Include your booking code in all correspondence to expedite handling.