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.

Refunds only apply to the campsite rental price. Application service fees (Admin Fee, Service 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 Admin Fee of Rp4,000 and a Service 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 an order is unilaterally canceled by the Campsite Management, the Guest is entitled to a full refund (100%), regardless of the regular cancellation deadline or the "Non-Refundable" status applicable to that order.

The same provision also applies in the event of force majeure conditions, such as natural disasters, extreme weather, or area closures by authorities, which result in the campsite being unable to operate on the booked check-in date.

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.