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Terms & Conditions

Disclaimer and Terms and Conditions of carriage

By purchasing a ticket, passengers confirm they have read, understood, and agree to these Terms & Conditions.

Check-In and Boarding

• Passengers must check in no later than 30 minutes before departure. Check-in opens 1 hour before departure and closes strictly 30 minutes before.
• Late arrivals after check-in closes will be refused boarding without refund.
• Check-in time for Nusa Lembongan, Gili Air and Gili Meno will be earlier due to shuttle transfers between the harbour and the ferry.
• Departures from Lembongan, Gili Meno, and Gili Air will depart 30 minutes earlier due to shuttle transfers. Passengers are responsible for verifying local departure times.  

Cancellation & Refund Policy

• Cancellation requests must be made in writing (email or official message).
• More than 7 days (168 hours) before departure: Full refund of ticket price.
• 7 days to 2 days (168 hours to 48 hours) before departure: 50% refund of ticket price.
• Less than 48 hours before departure: No refund of ticket price.
• No-show: No refund.
• Any bank fees related to refunds are the passenger’s responsibility.
• Refunds will be processed to the original payment method within 3 to 4 business weeks, depending on bank. 

Chargebacks

• By purchasing a ticket, the passenger agrees that once services (boat and/or shuttle) have been provided, they waive the right to initiate any chargeback, payment reversal, or dispute through their bank or card provider for any reason.

Rescheduling

• Rescheduling is permitted based on seat availability, and must be requested at least 2 days prior to departure. 

Luggage Policy

• Each passenger may bring a maximum of 2 pieces of luggage, with a total combined weight not exceeding 25 kg.
• Excess luggage may be refused or incur additional charges.
• Ekajaya Fast Ferry reserves the right to inspect all luggage and to refuse carriage of items that could endanger the vessel, crew, or other passengers, including but not limited to explosives, volatile chemicals, corrosives, ignitable substances, or offensive items.
• Ekajaya Fast Ferry accepts no responsibility for loss or damage to luggage during transit, including the content inside the luggage.

Cancellation & Delays by Ekajaya Fast Ferry

• Ekajaya Fast Ferry reserves the right to cancel, delay, or reschedule departures without liability due to operational requirements, weather conditions, technical issues, safety concerns, or by instruction of the Indonesian Government and/or Harbour Master.
• Ekajaya Fast Ferry will not be liable for any costs or losses resulting from cancellations or delays, including but not limited to accommodation, connecting flights, or alternative travel arrangements. These costs shall be solely the passenger’s responsibility.
• Passengers are advised to allow at least 24 hours buffer before any onward travel plans.
• In the event of a ticket or booking cancelled by the passenger, Ekajaya Fast Ferry reserves the right to charge cancellation fees.

Flex Fare Plan

• The Flex Fare Plan is only applicable to tickets purchased with the Flex Fare Plan add-on.
• The Flex Fare Plan fee (IDR 25,000 per one-way ticket) is non-refundable under any circumstances.
• Cancellations made at least 24 hours prior to the scheduled departure time are eligible for a 90% refund of the ticket fare.
• Passengers are entitled to up to three (3) free date changes, provided the request is made at least 24 hours before departure and is subject to seat availability.
• All amendment requests must be submitted prior to the scheduled departure time.
• If the new selected sailing has a higher fare, the passenger is required to pay the fare difference. If the new selected sailing has a lower fare, the difference will not be refunded.
• No refunds will be provided for cancellations made less than 24 hours before departure.
• No refunds will be granted in case of no-show.
• Refunds will be processed to the original payment method within approximately 3–4 business weeks, depending on the bank processing time.

Health & Safety

• Travel with Ekajaya Fast Ferry is not recommended for pregnant women, passengers with heart conditions, serious back problems, or other serious physical impairments.
• Sea conditions can be unpredictable. All children and infants must be accompanied and supervised by an adult at all times.
• The company accepts no responsibility for injury or health complications arising during travel.

Other Conditions

• Ekajaya Fast Ferry reserves the right to refuse carriage of any passenger or goods without explanation.
• Promotional tickets are subject to additional terms and conditions. These may include restrictions related to refund eligibility and schedule change policies. Passengers purchasing promotional tickets acknowledge and agree to comply with the applicable terms and conditions associated with the promotion.
• Pets are strictly not allowed on board the vessel under any circumstances.
• Name changes are strictly not allowed after ticket issuance. Tickets are non-transferable and valid only for the original passenger listed at time of booking.
• Insurance coverage is provided only for the ferry ticket and for incidents that occur during the ferry journey while passengers are on board the vessel. The company shall not be held liable for any incidents, losses, injuries, damages, or claims occurring outside the ferry journey or beyond the scope of the insurance coverage provided. Any additional services, including shuttle or land transportation arranged as an add-on to the ferry ticket, are not covered under this insurance policy.
• This agreement is governed by Indonesian law. Any changes to these terms require written confirmation by the company.
• Verbal statements by booking agents or clerks are not binding.