GILIBALI.COM

In these Terms & Conditions, the following definitions apply:

• "Platform" means the gilibali.com website, mobile application, and all related digital booking services.
• "Operator" or "Carrier" means the licensed fast boat / speedboat company whose services are listed and sold on the Platform (e.g., Eka Jaya Fast Ferry, Wahana Gili Ocean, Blue Water Express, and others).
• "Passenger" means any individual who purchases or holds a ticket booked through the Platform.
• "Ticket" means the electronic booking confirmation or e-ticket issued by the Platform upon successful payment.
• "Departure Port" means Serangan Harbour, Padang Bai Harbour (Bali), Buyuk Harbour (Nusa Penida), Bangsal Harbour (Lombok), or any other port as stated on the ticket.
• "Departure Date/Time" means the scheduled departure date and time as printed on the ticket.
• "High Season" means the periods of 1 July – 31 August and 20 December – 5 January each year.
• "Force Majeure" means any event beyond the reasonable control of the Platform or Operator, including but not limited to adverse weather conditions, natural disasters, government directives, or port authority decisions.

2.1 gilibali.com is an independent online ticketing platform that facilitates the booking and purchase of fast boat tickets from and between Bali, the Gili Islands (Gili Trawangan, Gili Air, Gili Meno), Lombok (Bangsal Harbour), Nusa Penida, and Nusa Lembongan.

2.2 gilibali.com acts as a ticketing agent and intermediary. We are not the owner or operator of any vessel. The contract of carriage is between the Passenger and the relevant boat Operator.

2.3 While we endeavour to ensure accurate scheduling, pricing, and availability information, gilibali.com cannot guarantee information provided by third-party Operators and shall not be held liable for any inaccuracies.

2.4 gilibali.com is operated by CV Hi Bali Nusa Tenggara, a company registered in Indonesia. Registered address: Jl. Swakarya Raya No.5B, Kekalik Jaya, Kec. Sekarbela, Kota Mataram, Nusa Tenggara Barat 83114, Indonesia.

3.1 Booking Process. All bookings made through gilibali.com are subject to seat availability at the time of purchase. A booking is only confirmed upon receipt of full payment and issuance of a booking confirmation email and/or e-ticket.

3.2 Payment Methods. gilibali.com accepts the following payment methods:

• Credit card (Visa, Mastercard – local and international)
• Debit card
• QRIS (Quick Response Code Indonesian Standard)
• Bank transfer via Virtual Account (BCA, BNI, BRI, Mandiri, and others)
• E-wallet (GoPay, ShopeePay, OVO, DANA, LinkAja)

Payment processing is handled by Xendit and/or Midtrans, licensed payment gateway providers regulated by Bank Indonesia. gilibali.com does not store card or bank account details.

3.3 Payment Currency. All transactions are processed in Indonesian Rupiah (IDR). For international card payments, your card issuer will apply the applicable exchange rate and may charge foreign transaction fees, for which gilibali.com bears no responsibility.

3.4 Booking Confirmation. Upon successful payment, a booking confirmation and e-ticket will be sent to the email address provided during checkout within 15 minutes. If you do not receive a confirmation within 60 minutes, please contact us at info@gilibali.com before assuming the payment has failed.

3.5 Ticket Validity. Each ticket is valid for the specific passenger(s), route, date, and departure time stated on the e-ticket. Tickets are non-transferable to other passengers unless otherwise approved in writing by gilibali.com.

3.6 Convenience Fee. A convenience fee or payment processing surcharge may be applied to certain payment methods (particularly credit card payments). Where applicable, this fee will be clearly disclosed at the checkout page before payment is confirmed.

4.1 Passengers must check in at the designated departure port no later than 30 minutes before the scheduled departure time. Check-in counters typically open 60 minutes before departure.

4.2 Passengers must present a valid e-ticket (printed or digital) and a government-issued photo identification (passport, national ID card, or driver's licence) at check-in.

4.3 Failure to check in on time will result in forfeiture of the seat without refund. gilibali.com and the Operator accept no responsibility for late arrivals due to traffic, transfer delays, or any other cause.

4.4 For routes involving Gili Air, Gili Meno, and Nusa Lembongan, passengers should note that check-in may close up to 45 minutes before departure due to shuttle transfers between the port and the vessel.

4.5 The Operator reserves the right to refuse boarding to any passenger who, in the reasonable judgment of the vessel's captain or crew, poses a risk to the safety of other passengers or crew. In such cases, no refund will be issued.

5.1 Cancellation by Passenger. All cancellation requests must be submitted in writing via email to info@gilibali.com or through the 'Manage Booking' feature on gilibali.com. Verbal or WhatsApp cancellations will not be accepted unless confirmed by written email. The following refund schedule applies:

Notes on Refund Processing:

• Refunds will be processed to the original payment method within 7–14 business days, subject to the policies of the respective bank or payment provider.
• A payment processing / administrative fee of up to 3% of the ticket value may be deducted from refunds to cover gateway costs.
• For return journey tickets, if the outbound journey has been completed, only the return portion is eligible for refund under the above schedule.
• Group bookings of 10 or more passengers may be subject to different cancellation terms. Please contact us before booking.

5.2 Rescheduling by Passenger. Passengers may request to reschedule their departure free of charge subject to the following conditions:

• Reschedule requests must be made at least 48 hours before the original departure (96 hours during High Season).
• Rescheduling is subject to seat availability on the new requested date/time.
• Only one free rescheduling per ticket is permitted. Subsequent changes may incur a rescheduling fee of IDR 50,000 per passenger per change.
• Rescheduling requests must be made via email to info@gilibali.com or through the 'Manage Booking' portal.

5.3 Cancellation by Operator. In the event that the Operator cancels a departure (including cancellations due to Force Majeure, adverse weather, or mechanical reasons), gilibali.com will offer the Passenger, at their choice: (a) a full refund of the ticket value paid to gilibali.com, or (b) a free reschedule to the next available departure on the same route. gilibali.com shall not be liable for any secondary losses incurred by the Passenger as a result of a cancelled sailing, including but not limited to accommodation bookings, onward flights, or pre-booked tours.

5.4 No Refund Circumstances. No refund will be issued in the following circumstances: no-show; late arrival; refused boarding due to safety concerns, intoxication, inappropriate conduct, or possession of prohibited items; or incorrect booking made due to the Passenger's own error.

5.5 Weather & Force Majeure. Fast boat services are subject to sea and weather conditions. Departures may be delayed, diverted, or cancelled at the discretion of the vessel captain or port authority. In such cases, the options in Clause 5.3 above apply. gilibali.com shall not be held responsible for losses arising from Force Majeure events.

6.1 Standard Allowance: Each passenger is permitted a maximum of two (2) pieces of checked baggage with a combined weight not exceeding 25 kg, plus one small carry-on item.

6.2 Excess Luggage: Baggage exceeding the allowance may be refused by the Operator at the port, or may incur additional charges payable directly to the Operator.

6.3 Liability for Luggage: The Operator and gilibali.com accept no responsibility for loss, damage, or theft of passenger luggage during transit, port handling, or shuttle transfers. Passengers are strongly advised to arrange comprehensive travel insurance.

6.4 Prohibited Items: The following items are not permitted on board any vessel: flammable materials, explosives, weapons, narcotics and controlled substances, and any items prohibited under Indonesian law or maritime regulations.

7.1 Passengers must comply with all instructions given by the vessel captain, crew, and port staff at all times.

7.2 Passengers must not engage in disruptive, aggressive, or dangerous behaviour on board or at the port.

7.3 Passengers are responsible for their own safety, including wearing a life jacket when instructed by crew.

7.4 Sea crossings can be rough, particularly in adverse weather. Passengers with medical conditions, pregnant passengers, infants, and the elderly should seek medical advice before travelling. gilibali.com and the Operator accept no liability for sea sickness or medical incidents during transit.

7.5 Passengers travelling with children under 2 years of age are advised that sea conditions may be unsuitable for infants. This is the sole responsibility of the accompanying adult.

7.6 Passengers must ensure they hold valid travel documents, including visas if required. gilibali.com accepts no responsibility for denied entry or boarding due to insufficient travel documentation.

8.1 All Operators listed on gilibali.com are required to hold valid licenses and certifications from Indonesian maritime authorities, including compliance with regulations issued by the Directorate General of Sea Transportation (Direktorat Jenderal Perhubungan Laut), Ministry of Transportation of the Republic of Indonesia.

8.2 All vessels are required to be equipped with life jackets, life rafts, GPS navigation, ship-to-shore radio, depth sounders, and fire extinguishers.

8.3 gilibali.com endeavours to list only reputable and safety-compliant Operators; however, gilibali.com does not independently inspect or certify any vessel and cannot guarantee the safety standards of third-party Operators.

8.4 Passenger accident insurance is included in tickets provided by participating Operators. Coverage details are subject to the Operator's insurance policy. Passengers are strongly encouraged to purchase comprehensive travel insurance independently.

9.1 All content on gilibali.com — including but not limited to text, images, logos, route maps, pricing information, and booking system interfaces — is the intellectual property of gilibali.com or its content licensors and is protected under the copyright laws of Indonesia and applicable international treaties.

9.2 No content from gilibali.com may be reproduced, distributed, modified, or used for commercial purposes without prior written consent from gilibali.com.

9.3 Automated scraping, crawling, or extraction of pricing or scheduling data from gilibali.com is strictly prohibited.

10.1 gilibali.com collects personal data (name, email, phone number, nationality, passport number) solely for the purposes of processing bookings, issuing tickets, and communicating with passengers about their journey.

10.2 Passenger data will not be sold or disclosed to third parties other than the relevant Operator for the purposes of fulfilling the booking.

10.3 By making a booking, Passengers consent to gilibali.com processing their personal data for the purposes stated in this clause.

10.4 Passengers may request deletion of their personal data by contacting info@gilibali.com, subject to legal retention requirements.

10.5 gilibali.com takes reasonable technical measures to protect personal data in accordance with applicable Indonesian data protection laws, including Law No. 27 of 2022 on Personal Data Protection (Undang-Undang Perlindungan Data Pribadi).

11.1 gilibali.com is a ticketing intermediary and shall not be liable for:

• Delays, cancellations, diversions, or schedule changes by the Operator;
• Loss, injury, or damage to passengers or their property during transit;
• Losses arising from missed connecting flights, accommodation bookings, or pre-booked activities as a result of delays or cancellations;
• Technical failures of the booking platform that are beyond our reasonable control.

11.2 The maximum liability of gilibali.com in any circumstances shall not exceed the face value of the ticket(s) purchased.

11.3 Nothing in these Terms & Conditions limits liability for death or personal injury arising from gross negligence or wilful misconduct.

12.1 By completing a purchase on gilibali.com, Passengers agree that once a ticket has been issued and the relevant service has been provided (i.e., boarding has taken place), they waive the right to initiate a chargeback, payment reversal, or dispute through their card issuer or bank for that transaction.

12.2 For service failures or disputes, Passengers are required to contact gilibali.com in writing at info@gilibali.com before initiating any bank or card dispute. gilibali.com will endeavour to resolve all legitimate complaints within 5 business days.

12.3 Fraudulent or unjustified chargeback attempts may result in cancellation of the booking and blacklisting from the Platform.

13.1 gilibali.com reserves the right to amend these Terms & Conditions at any time. The most current version will be published at gilibali.com/terms. By continuing to use the Platform after any such amendment, Passengers accept the updated terms.

13.2 gilibali.com reserves the right to modify prices, schedules, and route availability without prior notice. Prices confirmed at the time of payment will be honoured for confirmed bookings.

14.1 These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Indonesia.

14.2 In the event of a dispute, the parties agree to first attempt resolution through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to the jurisdiction of the District Court of Denpasar (Pengadilan Negeri Denpasar), Bali, Indonesia.

For any queries regarding bookings, cancellations, refunds, or these Terms & Conditions, please contact us:

Website:

www.gilibali.com

Email:

info@gilibali.com

WhatsApp:

+62 812-3606-1818

Office:

Jl. Swakarya Raya No.5B, Kekalik Jaya, Kec. Sekarbela, Kota Mataram, Nusa Tenggara Barat 83114, Indonesia

Hours:

Monday – Sunday, 07:00 – 20:00 WITA (Central Indonesia Time, GMT+8)