Questions and answers

Day trips book online: you pick a date, see the seats left, and your seats are held for 30 minutes while you pay. Journeys of several days, and anything built around you, start with the form on the Plan page: a person replies within one working day with dates and a firm quote. Nothing is held or owed until you pay.

No. An account lets you see every enquiry, quote, payment and message in one place, save trips to a shortlist, keep an offline copy of a confirmed trip, and download or delete your data. Everything also works without one: your booking has its own link in the email we send.

A day trip needs at least 2 days' notice, a journey of several days at least 28, because hotels, boats and guides are arranged for you. The calendar greys out what is too soon. Earlier is better in the dry season (April to October), when the sunrise treks and the boats fill first.

Join the waiting list on that date. If a seat opens we email you straight away. We cannot hold it for you, so it goes to whoever books first. Meanwhile the calendar shows the nearest days with room.

Often, yes. Say what you have in mind in the notes of the enquiry, or ask a question first. We would rather tell you honestly that something does not work than sell it to you.

No. On Nyepi, the Day of Silence, the island stops: the airport closes and nobody goes out on the roads. Nothing runs that day or the morning after, and the booking calendar shows both as closed.

A day trip is paid in full when you book it. A quoted journey has a deposit when you accept the quote (usually 30%) and the balance on the date the quote sets (usually 45 days before you travel). Both appear on one page with their dates, and you can also pay everything at once.

By card, or by bank transfer quoting your reference. A transfer counts once we see the money and mark it received. You get a receipt either way, with a number you can quote.

When card payments go live, card details are entered into our payment provider's own fields. They go to the provider and never to us, and we never see or store a card number. On this demonstration the checkout runs in test mode: a real card number is refused, and only published test cards work.

US dollars. Prices can be shown in Australian dollars, pounds, Indian rupees and Indonesian rupiah for orientation, but those are approximations with the date of the rate beside them: you are always charged in US dollars, and your bank sets its own rate.

Sometimes. Type the code in the booking form and it tells you straight away what it takes off, or plainly why it does not apply. A code never takes a booking below one dollar.

Yes. Ask from your booking's page: it is free up to 7 days before the trip, once, subject to a seat being free on the new date.

More than 48 hours before: full refund. 24 to 48 hours before: half refunded. Less than 24 hours, or you do not arrive: no refund. Your booking's page shows the exact amount before you ask.

More than 60 days before: everything you have paid is refunded. 30 to 60 days before: half of the trip price refunded. Less than 30 days before: no refund. A person confirms it, normally within one working day.

If we cancel for weather, the sea, a volcano alert or a closed road you choose a new date, an alternative of equal value, or a full refund. The same if we cancel for any other reason.

To the way you paid, normally within 14 days. Part refunds are possible and each one shows on your booking and in your email.

We run in rain and in the wet season, with honest warnings on the trip pages about what the mountain or the sea will probably do. If a volcano alert, rough sea or a closed road means we change a plan, you choose another date or a refund. Your guide decides on the day, for safety.

Every trip says how demanding it is and what that means in practice (for Batur, about two hours uphill in the dark on loose ground). If you are not sure, ask before you book: we would rather suggest something kinder.

On most trips, yes, at a share of the adult price shown on the trip. Several have a minimum age, from 6 on the gentler ones to 14 for the Ijen climb, and it is on each trip page. Say how old they are in the enquiry and we will tell you what suits.

Tell us when you enquire and again to your guide. Vegetarian, vegan and most allergy needs are handled on the cooking class, and we will say plainly what each of the other trips can and cannot do.

A sarong and a sash, which the temple trips provide, shoulders and knees covered, and no shoes inside. In line with Balinese Hindu custom, menstruating women are asked not to enter temple grounds; tell us when you enquire if you would like another plan, and nobody will ask you questions.

Of the landscape, yes. Of people, ask first. In temples your guide will say where to stand, and never to point a camera at someone praying.

What you give us to answer you and run your booking, and nothing for advertising: there are no analytics and no third-party scripts. The privacy page lists every cookie, every note in your browser and every service that sees anything.

Yes, from My trips: download everything we hold about your account as one file, or delete the account. An enquiry that has a payment on it is an accounting record and is kept without the link to you.

Passwords are stored as salted hashes, five wrong ones lock the account for 15 minutes, you can see and end every signed-in device, and you can turn on two-factor sign-in with an authenticator app and backup codes. We email you when something about your security changes.

Emails about a booking you have are part of the booking. Everything else has an unsubscribe link that works without signing in, and you can switch marketing off in your account.