Refund & Reschedule Policy
Version 1.1 · Effective 1 June 2026
By completing a booking on gilifast.com or balinusafast.com, you confirm that you have read and agree to this policy. It forms part of our Terms & Conditions. If anything here is unclear, please contact us before booking — we are happy to help.
1. About this policy
This page sets out what happens when you need to cancel or change your fast boat ticket booked through gilifast.com or balinusafast.com.
We act as a ticketing agent — we sell tickets on behalf of licensed fast boat operators, but the contract of carriage is between you and the operator. This policy covers what we, as the ticketing platform, can offer in terms of refunds and rescheduling. Operator-side policies (e.g. onboard rules, baggage limits) are governed by each operator's own terms, which we can provide on request.
2. Cancellations & refunds
The refund you receive depends on how far in advance of your departure you let us know:
| When you cancel | What you receive | Notes |
|---|---|---|
| More than 7 days (>168 hours) before departure | 100% refund | Admin transfer fee may apply |
| 48 hours to 7 days before departure | 50% refund | Remaining 50% is non-refundable. Consider rescheduling to keep full value. |
| Less than 48 hours before departure | No refund | — |
| No-show (you did not board) | No refund | Operator manifests are recorded at every departure |
| Operator cancels (weather / safety / force majeure) | Full refund or free reschedule | Your choice — see Section 3 |
How the refund amount is calculated
- Refund percentages apply to the base ticket price paid at checkout, excluding any payment surcharge or convenience fee.
- For return journey tickets where the outbound leg has already been completed, only the unused return leg is covered by this schedule.
- Group bookings of 10 or more passengers may be subject to different cancellation terms. Please contact us before booking to confirm.
How to request a refund
All refund requests must be submitted by email. We do not accept requests via WhatsApp, social media, or verbally. Email info@balinusafast.com with subject REFUND REQUEST [your booking code] and include your full name, booking code, departure date, and reason. We reply within one business day (Mon–Sun, 07:00–20:00 WITA) with a Refund Reference Number (RRN), a secure refund form, and confirmation of the amount.
How long until the money arrives
| Payment method | Estimated time after admin confirms |
|---|---|
| E-wallet (GoPay, OVO, DANA, ShopeePay) | 1–3 business days |
| QRIS | 1–3 business days |
| Bank transfer / Virtual Account (Indonesian bank) | 3–5 business days |
| Credit / debit card — Indonesian-issued | 5–10 business days |
| Credit / debit card — international | 7–14 business days |
International card refunds pass through several layers — our payment gateway, the acquiring bank, the card network, and finally your own bank abroad. Once we initiate the refund, the remaining timeline is outside our direct control. To track a refund, email us with subject TRACKING REFUND [your RRN number].
3. When the operator cancels
Sometimes departures are cancelled by the boat operator — bad weather or rough seas are the most common reason, and passenger safety always comes first. If this happens, we notify you by email and WhatsApp as soon as the operator confirms. You then choose, entirely at your discretion:
- a full refund of everything you paid, to your original payment method, or
- a free reschedule to the next available departure on the same route.
We are not responsible for secondary costs arising from an operator cancellation — missed flights, hotel bookings, or pre-arranged tours. We strongly recommend travelling the day before any time-sensitive onward connection, particularly during rainy season (November – March).
4. Rescheduling your trip
- Your request must reach us at least 48 hours before your original departure (96 hours during High Season: 1 Jul – 31 Aug and 20 Dec – 5 Jan).
- Rescheduling is subject to seat availability on the new date.
- Your first reschedule is free. A second reschedule for the same booking carries an admin fee of IDR 75,000 per passenger.
Email info@balinusafast.com with subject RESCHEDULE [your booking code]. Once approved, we send a cancellation confirmation, a Reschedule Credit Code equal to the full amount paid, and instructions for using it at checkout.
Reschedule Credit — what to know
- Valid for 90 days from the date your original booking is cancelled.
- Single-use, tied to your booking email — cannot be shared or transferred.
- Usable on any route, any operator, any available departure date.
- Not redeemable during High Season if the requested departure has less than 20% seats remaining.
- If the new ticket costs more, pay the difference at checkout.
- If the new ticket costs less, there is no cashback — the credit is used in full.
If your departure is between 48 hours and 7 days away, a cash refund returns only 50%. A reschedule credit keeps 100% of your ticket value for a future trip — for most passengers in that window, rescheduling is the better option.
5. No-shows
If you do not arrive at the departure port by the check-in deadline (30 minutes before departure) and the boat sails without you, your ticket is forfeited. No refund, credit, or rebooking is available for no-shows.
Documented medical emergencies: if you missed your departure due to a genuine medical emergency, contact us within 48 hours of the missed sailing with a medical certificate from a registered healthcare provider. We review these cases individually.
6. Refund method
Refunds are always returned to the original payment method used at purchase. We cannot redirect a refund to a different account. The only exception is where your original method is no longer active (e.g. an expired card) — contact us and we will agree an alternative in writing.
7. Payment disputes
If you believe a refund was processed incorrectly, or have a concern about a charge, please contact us first at info@balinusafast.com with subject DISPUTE [booking code or description]. We respond within five business days.
Please allow us 14 calendar days to resolve your concern before initiating a chargeback. If you have already received a Reschedule Credit and used it to buy a new ticket, a chargeback for the original transaction would mean you received the new ticket without payment — double recovery, which we are required to contest using our booking records and passenger manifests.
8. Contact us
Our team handles all refund, reschedule, and dispute enquiries Monday to Sunday, 07:00 – 20:00 WITA (GMT+8), replying within one business day.
- Email: info@balinusafast.com
- WhatsApp: +62 813-3399-869
- Office — Mataram: Jl. Swakarya Raya No.5B, Kekalik Jaya, Sekarbela, Kota Mataram, NTB 83114
- Office — Denpasar: Jl. Cokroaminoto No.70, Pemecutan Kaja, Denpasar Utara, Bali
- Office — Gili Trawangan: Jl. Pantai Gili Indah, Gili Trawangan, Pemenang, Lombok, NTB 83351
Not sure which option is best? See our "change my plans" guide. · Version 1.1 · June 2026 — added the Reschedule Credit system, per-method processing times, and the dispute section.