"I need to change my plans" — what's your best option?
A guide to help you decide: refund, reschedule, or dispute
Plans change — that's normal. This page helps you figure out the fastest, most financially sound path. Read each option and pick the one that fits where you are right now. For the full terms, see our Refund & Reschedule Policy.
Step 1 — Find your situation
| Your situation | What to do |
|---|---|
| The operator cancelled my departure | Option A: full refund or free reschedule — your choice. |
| Change date, departure is more than 48 hours away | Option B: Reschedule Credit — keeps 100% of your ticket value. |
| Cash refund, departure is more than 7 days away | Option A: full refund. Email us and get 100% back. |
| Cash refund, departure is 48 hrs – 7 days away | Option A gives 50%; Option B keeps 100% as credit. Compare below. |
| Departure is less than 48 hours away and I can no longer go | No refund or reschedule at this stage. Contact us to discuss. |
| I already missed the boat | No refund for no-shows. Contact us if there were emergency circumstances. |
| Medical emergency or bereavement | Contact us with documentation — we review these individually. |
| I don't recognise the charge on my card | Option C: contact us first so we can verify the charge. |
Option A — Cash Refund
Best when you want your money back and your departure is more than 48 hours away. How much you get back depends on when you cancel:
| When you cancel | You get back | Note |
|---|---|---|
| More than 7 days (>168 hrs) before departure | 100% | Admin transfer fee may apply |
| 48 hours to 7 days before departure | 50% | Remaining 50% non-refundable — consider Option B |
| Less than 48 hours before departure | Not available | — |
| No-show (you missed the boat) | Not available | No exceptions |
How to request: email info@balinusafast.com with subject REFUND REQUEST [your booking code] — include your full name, booking code, departure date, and reason. We reply within 1 business day with a refund form and your Refund Reference Number (RRN). To check status later, email TRACKING REFUND [your RRN number].
Timing after we confirm: e-wallet / QRIS 1–3 business days · bank transfer 3–5 days · Indonesian card 5–10 days · international card 7–14 days.
Option B — Reschedule Credit
Best when you still want to travel, just on a different date. This keeps the full value of your ticket regardless of how close to departure you are.
If your departure is between 48 hours and 7 days away, a cash refund (Option A) returns only 50%. A Reschedule Credit gives you 100% of your ticket value to use on any route, any operator, any date — for most people in that window, the smarter choice.
How to request: email info@balinusafast.com with subject RESCHEDULE [your booking code]. Once approved we send a cancellation confirmation, a Reschedule Credit Code worth the full amount paid, and checkout instructions.
- Valid 90 days from the date your original booking is cancelled.
- Single-use, tied to your email — cannot be shared or transferred.
- Usable on any route, operator, and available date.
- Not redeemable during High Season (1 Jul–31 Aug, 20 Dec–5 Jan) if the requested departure is more than 80% full.
- First reschedule is free; a second carries IDR 75,000 per passenger.
- New ticket cheaper than the credit? No cashback — the credit is used in full. More expensive? Pay the difference at checkout.
Option C — Payment Dispute
Only relevant if you were charged for a booking you did not make, or we failed to deliver a paid service and have not resolved it after 14 days of contact. Please contact us before involving your bank — it is faster. Email info@balinusafast.com with subject DISPUTE [booking code or description]; most concerns are resolved in 1–5 business days.
Note: if you already received a Reschedule Credit and used it for a new ticket, a chargeback on the original transaction is double recovery, which we contest with your bank using our booking records, manifest, and correspondence.
Quick comparison
| Situation | Cash refund | Credit | Recommended |
|---|---|---|---|
| >7 days before departure | 100% | 100% | Either — same result |
| 48 hrs – 7 days before departure | 50% | 100% | Credit (keeps full value) |
| <48 hrs before departure | Not available | Not available | Contact us |
| No-show | Not available | Not available | Contact us |
| Operator cancels | 100% | 100% | Your choice |
Not sure? Get in touch first
We are here seven days a week, 07:00–20:00 WITA (Bali time). Send us a message and we will help you find the best path.
- Email: info@balinusafast.com
- WhatsApp: +62 812-3606-1818
- Manage your booking: find your booking
- Full policy: Refund & Reschedule Policy