Refund & Cancellation Policy

Terms and Cancellation Deadlines

Guests can request an order cancellation via the Embun App at any time before the check-in date. The refund amount the Guest is entitled to receive is determined based on the distance between the time of the cancellation request and the check-in date listed on the order, with the following provisions:

This provision applies centrally and uniformly to all campsites partnering with Embun, except for certain campsites marked as "Non-Refundable"by the Campsite Management. For campsites with this status, orders are not eligible for a refund under any scenario, except in the event of cancellation by the Campsite Management or force majeure (see the relevant section). The "Non-Refundable" status is clearly displayed on the campsite details page before the Guest places an order.

Guests are advised to check the applicable refund percentage on each order before making a payment, as deadlines and refundability status may vary between campsites depending on the policy of each Campsite Management partnering with Embun.

Refund Mechanism

All payments on the Embun App are processed through official payment gateways working with Embun. If an order cancellation meets the refund criteria, Embun will submit a refund request via the payment gateway using the same payment method used by the Guest during the initial transaction.

The estimated processing time for funds to be returned to the Guest's account or payment method is 3 to 14 business days after the refund request is approved, depending on the payment method used (e.g., credit card, bank transfer, or digital wallet) and the processing time applicable at the respective bank or payment method provider. Embun cannot expedite the processing time outside the control of the payment gateway and the related bank/provider.

Guests will receive a notification via the Embun App once the refund request has been submitted and once the funds have been successfully returned.

For cancellations submitted by the Guest, refunds apply to the campsite rental price. Application fees (Service Fee, Application Fee, and related taxes/VAT) charged at the time of the transaction are non-refundable and are not included in the refund calculation, regardless of the refund percentage.

As an illustration, for a rental of Rp200,000 with an Service Fee of Rp4,000 and a Application Fee of Rp2,000 (total Rp206,000):

• A 100% refund returns Rp200,000, not Rp206,000.
• A 50% refund returns Rp100,000, not Rp103,000.

The applicable refund percentage is calculated from this rental price.

Refund Processing Fees

For cancellations submitted by the Guest, if the payment gateway charges a refund processing fee (cancellation fee), such fee shall be borne by the Guest and will be deducted from the refund amount before the funds are transferred, separate from the applicable refund percentage (100% or 50%). As an illustration, for a 100% refund on a rental price of Rp200,000 with a refund processing fee of Rp2,000, the amount received by the Guest will be Rp200,000 − Rp2,000 (total Rp198,000).

This provision does not apply to cancellations by the Campsite Management or in force majeure conditions (see the relevant section).

Cancellation by Campsite Management or Force Majeure

If Campsite Management cancels because of campsite-related issues, the Guest is entitled to a full refund (100%) of all payments received, including the down payment or balance payment, application and service fees, VAT, and any paid settlement payment fees, regardless of the regular cancellation deadline or the "Non-Refundable" status. Refund processing fees must not reduce this entitlement.

Force majeure cancellation requests, such as natural disasters, extreme weather, or area closures that prevent campsite operation, require admin approval. Before approval, the order has not been cancelled and no cancellation or refund notification is sent to the Guest. Once approved, the full-refund entitlement above applies.

Non-Refundable Scenarios

In certain scenarios, paid funds cannot be refunded. These scenarios include, but are not limited to:

• Funds will not be refunded if the cancellation is submitted less than D-3 before the applicable check-in date for the respective order.
• Funds will not be refunded if the order is placed at a campsite marked with a "Non-Refundable" status, regardless of when the cancellation is submitted.
• Funds will not be refunded if the Guest fails to show up (no-show) on the booked check-in date without prior cancellation.
• Funds will not be refunded if the order is canceled after the stay has commenced (check-in has been completed).

For further inquiries regarding the refund status of a specific order, Guests can contact the Embun support team via the help channels available on the Embun App.

Down Payment (DP 50%) — Non-Refundable

Guests who choose the Down Payment (DP 50%) payment scheme are subject to the following special terms:

• The down payment (DP) is non-refundable and will be forfeited if the Guest cancels the order or fails to settle the remaining balance before the payment deadline (D-1, 24 hours before check-in).
• The remaining balance must be settled online via the Embun App or website, no later than 23:59:59 WIB (UTC+7) on the day before the check-in date.
• If the remaining balance is not settled by the deadline, the order will be automatically forfeited and cancelled by the system, and the down payment will not be refunded.

Exception: If the campsite unilaterally cancels a DP order (including force majeure), the Guest is entitled to a full refund of all payments received, including the down payment or balance payment, application and service fees, VAT, and any paid settlement payment fees, in accordance with the Cancellation by Campsite Management or Force Majeure provision above.

Reschedule Policy (Date Change)

Guests may change stay dates (reschedule) via the Embun App or website subject to the following terms:

• Regular or Fully Paid Bookings: Guest rescheduling is available for regular or fully paid bookings under the D-7 and one-reschedule conditions. Guests cannot request rescheduling while a down payment balance is outstanding. Once the balance is fully paid, the booking follows regular booking rules, including the D-7 requirement.
• Independent & Automated Process: Rescheduling is an independent action carried out directly by the Guest through the application or website. It is processed automatically by the system and does not require manual review or approval from Customer Service (CS).
• Submission Deadline (D-7): A reschedule request must be submitted at least D-7 (7 full calendar days before check-in). Requests submitted less than 7 days before check-in cannot be processed by the system.
• Guest Reschedule Quota: Guests are entitled to 1 (one) self-service reschedule per order, subject to spot availability on the requested dates.
• Reschedule Offer by Campsite: For operational issues or force majeure, campsite administrators may offer rescheduling, including for down payment bookings, without a D-7 restriction. A date change requires Guest approval and availability for all spots and add-ons, with a maximum of one reschedule per booking. If this offer is declined by the Guest, it does not reduce or forfeit the Guest's 1-time reschedule quota, meaning the Guest retains full entitlement to reschedule independently at a later time.
• Rate Adjustment & Additional Fees: If the newly selected date has a higher rental rate (e.g., shifting to weekends, public holidays, or high season), the Guest will be charged an additional fee covering the rate difference and applicable adjustment fees.
• Payment Deadline for Difference: The Guest must complete payment for the rate difference online within the time limit specified on the reschedule invoice. If payment is not completed before the deadline expires, the reschedule request will be considered cancelled, and the original booking dates will remain active. The Guest forfeits their rescheduling entitlement and cannot submit another request.
• Lower Rate Dates: If the newly selected date has a lower rental rate than the original booking, the price difference is non-refundable.