Frequently asked questions

Choose a campsite and spot, then select your dates, package, guest count, and any add-ons. Review the details and total, then pay before the invoice deadline. Packages and facilities depend on the selected spot.

Pay through the Embun app or website using a method available on the official payment gateway’s payment page. Follow the invoice instructions and deadline. Do not transfer to a campsite operator’s personal account. Applicable application, service, tax, and payment fees are shown before you pay.

Reopen your booking details and check the payment status. If payment succeeded but the status has not updated, keep your payment receipt and booking number, then contact Help Center. Do not pay again until the first transaction’s status is confirmed.

If a down payment option is available, the deposit and remaining balance are shown in your booking. Select “Pay Remaining Balance” in the Embun app or website and pay online through the official payment gateway. The deadline is 23:59:59 Western Indonesia Time (WIB, UTC+7) on the day before your check-in date. Follow the time shown in your booking. You cannot settle the balance at the campsite, reception, or in cash on arrival.

If you cancel a down payment booking or miss the settlement deadline, your paid deposit is forfeited and cannot be refunded. Cancellation releases the slot, and bookings with an overdue balance are cancelled automatically. Different rules apply when the campsite cancels because of its own operational issues.

Your check-in QR code or barcode is issued only after the booking is fully paid. A booking with an outstanding down payment balance has no check-in QR code. Settle the balance online, then open your booking details to view the QR code and follow the campsite’s check-in time and rules.

For guest cancellations, refund eligibility depends on your booking terms, selected package or spot, and cancellation timing. Non-refundable bookings and guest-cancelled down payments do not receive a refund for forfeited payments. Review the estimated refund before confirming cancellation. Application and service fees and VAT are generally not refundable for guest cancellations. Applicable refund processing fees follow the stated terms.

If the campsite cancels because of its operational issues, you are entitled to a 100% refund of all payments received, including the deposit or balance payment, application and service fees, VAT, and any paid settlement payment fees. Refund processing fees must not reduce this amount. Track the refund in your booking. The time it reaches you depends on the payment method and payment provider.

Guests cannot request rescheduling while a down payment balance is outstanding. Once the balance is fully paid, the booking follows regular booking rules. Request rescheduling no later than D-7 (7 full calendar days before the check-in date), with a maximum of once per booking. All spots and add-ons must be available on the new dates. If a price difference or reschedule upgrade payment applies, pay online before the invoice deadline. If you miss the payment deadline, you forfeit your rescheduling entitlement and cannot submit another request. Your booking keeps its original dates.

For operational issues or force majeure, a campsite may offer rescheduling, including for down payment bookings, without the D-7 restriction. A change requires your approval and availability for all spots and add-ons, with a maximum of one reschedule per booking. Review the dates and terms before accepting. Your stay is not moved without your approval.

If a natural disaster, extreme weather, or an area closure affects your trip, check your booking notifications and contact Help Center to find out which options are available. If the campsite cancels your booking because of these issues, you are entitled to a 100% refund of all payments received, including your deposit or balance payment and all fees already paid, without deductions for refund processing fees.

Enter the total number of guests accurately and children’s ages when requested for pricing. Capacity and charges depend on your package. Check what is included before adding equipment rental, parking, or other services. Add-ons already included in your package do not need to be purchased again.

Read your booking’s facility details, included equipment, campsite rules, access information, and check-in/check-out times. Do not assume every spot provides a tent or the same equipment. When travelling with children, check the surroundings and safety rules, especially near rivers or water.

Open Help Center in the app. If the FAQ does not answer your question, create a ticket with a description and your booking number, if available.