Haryono Tours & Travel

Service Delivery, Refunds, Cancellation, Return and Data Privacy Policy

1. Refund Policy

As a travel agency and event service provider, we act as an intermediary between customers and third-party suppliers (including but not limited to airlines, hotels, transport providers, and event vendors). All refunds are therefore subject to the terms and conditions set by these suppliers.

1.1 General Principle

Refunds are not determined solely by us but are dependent on the policies of the relevant supplier(s).
If a supplier does not provide a refund, we are unable to issue a refund to the customer.
If a supplier provides a partial refund, only the amount received from the supplier (after any applicable fees) will be passed on to the customer.

1.2 Airline Bookings

Airline tickets are subject to the fare rules set by the respective airline. Some tickets (e.g., promotional or low-cost fares) may be non-refundable. Refunds, if approved by the airline, may be subject to:

Airline cancellation fees
Administrative/service fees
Taxes (which may be refundable depending on airline policy)

1.3 Hotel Bookings

Hotel reservations follow the cancellation and refund policy set by the hotel.
Non-refundable or last-minute bookings may not be eligible for any refund.
Refund eligibility depends on the cancellation window and the hotel's terms.

1.4 MICE & Tour Services

MICE & tour related services (tickets, registrations, packages, car rental, venue rental, accommodations and such) are subject to the policies of the organizing committee and/or supplier/vendor.
Refund policy will follow the rules set by organizing committee and/or vendors of related projects which may differ for each project.

1.5 Service & Processing Fees

Our service/handling fees are non-refundable, unless otherwise stated.
We reserve the right to charge an administrative fee for processing bookings, changes, or cancellations.
This administrative fee is independent of supplier charges and will be applied regardless of whether a refund is approved by the supplier.
Any bank charges, payment gateway fees, or currency differences may be deducted from the final refund amount.

1.6 Refund Processing Time

Refund timelines depend on the supplier's processing time.
Once we receive the refund from the supplier, it will be processed to the customer within 14 business days.

2. Return Policy

As our services are intangible, physical returns are not applicable. However:

Customers may request service adjustments or corrections (e.g., date changes, participant details) subject to availability and third-party approval.
Any approved changes may incur additional charges.

3. Delivery Policy

3.1 Digital Delivery

All bookings (tickets, itineraries, confirmations) will be delivered electronically via email and/or user dashboard.
Delivery is typically completed within one working day after payment confirmation.

3.2 Delays

In rare cases, delivery may take more than one working day due to verification or supplier confirmation.
Users will be notified of any delays.

4. Cancellation Policy

4.1 By Customer

Customers may cancel bookings through their account dashboard or by contacting support. Cancellation fees may apply based on timing and supplier and/or organizing committee terms.

4.2 By Company

We reserve the right to cancel bookings due to unforeseen circumstances (e.g., force majeure, safety concerns, insufficient participation). In such cases, customers will receive a refund or alternative arrangement.

5. Privacy Policy

We are committed to protecting your personal data and privacy.

5.1 Information We Collect

Personal details (name, email, phone number)
Payment information (processed securely via third-party providers)
Booking and travel preferences

5.2 How We Use Information

To process bookings and payments
To communicate updates and confirmations
To improve services and user experience

5.3 Data Sharing

We may share necessary information with partners (such as airlines, hotels, MICE/tour vendors) to fulfill services.
We do not sell personal data to third parties.

5.4 Data Security

We implement appropriate technical and organizational measures to protect user data.

5.5 User Rights

Users may request access, correction, or deletion of their personal data.
Requests can be submitted via customer support.

6. Contact Information

For any inquiries regarding these policies, please contact us at:

Email: info@haryonotours.com

WhatsApp: +62 858 9512 1008