Cancellation & Refund Policy
Last Updated: September 2026
At ChilloutPass, we believe exploring Bali should be easy, transparent, and completely stress-free. Because all passes, tickets, and bookings on ChilloutPass are 100% digital (delivered instantly via email and mobile QR code), standard physical product returns do not apply. Instead, our cancellation and refund framework is designed to provide maximum flexibility if your island travel plans change.
Cancellation & Refund Matrix by Experience Category
| Category | Eligible Products | Cancellation Notice Window | Refund Policy |
| Bali Experience Passes | P01 (Ultimate Pass), P02 (Adventure Combo), P03 (Waterpark & Beach Club) | Up to 30 days from purchase date | 100% Full Refund — provided the digital pass has not been scanned or activated at any partner venue. |
| Private Day Tours | R01–R07 (Best of Ubud, Nusa Penida, Uluwatu, Bedugul, etc.) | Up to 24 hours before scheduled hotel pickup time | 100% Full Refund or free date change with zero penalty fees. |
| Outdoor Activities | A01–A10 (Ubud ATV, Ayung Rafting, Batur Jeep, Surf Lessons, Snorkeling) | Up to 24 hours before scheduled activity start slot | 100% Full Refund or free reschedule to another available session. |
| Instant Attraction Tickets | T01–T10 (Waterbom Bali, Kecak Shows, Bali Zoo, Theme Parks) | Minimum 24 hours prior to ticket date (unless stated non-refundable on product page) | 100% Full Refund if unscanned and unredeemed within the cancellation window. |
Weather Disruptions & Operator Cancellations (Force Majeure)
Island adventures are subject to tropical weather conditions and maritime safety regulations.
- Severe Weather & Safety Closures: If an outdoor activity or boat crossing is cancelled by the official venue, harbor master, or lead instructor due to heavy storms, high sea swells (e.g., Nusa Penida fast boats), or volcanic alerts, you are entitled to your choice of:
- A 100% Full Refund credited directly back to your original payment method.
- A Free Reschedule to any subsequent date during your stay in Bali.
- Passing Tropical Showers: Standard light rain or tropical showers do not qualify for a refund if the activity or attraction operates normally (such as ATV Quad Biking, White Water Rafting, or Waterbom Bali).
Non-Refundable Scenarios
Refunds cannot be issued under the following circumstances:
- Scanned or Activated Passes: Any digital pass or e-ticket that has already been scanned at a venue turnstile, entrance gate, or activity reception desk.
- Late Cancellations: Requests submitted less than 24 hours prior to the scheduled tour departure time or activity time slot.
- No-Shows: Failure to arrive at the designated meeting point, hotel lobby pickup, or activity basecamp at the confirmed time.
- Personal Delays / Missed Flights: Missed experiences resulting from flight delays, traffic congestion, or personal scheduling conflicts occurring within 24 hours of the booking slot.
Refund Processing & Timelines
Once your cancellation request is verified and approved by our support desk, the refund is initiated immediately through our payment gateway:
- Credit & Debit Cards (Visa / Mastercard): Funds typically appear on your statement within 5 to 10 business days, depending on your card issuer’s international settlement schedule.
- Indonesian QRIS & Bank Transfers: Funds are reversed to your original bank account or e-wallet within 1 to 3 business days.
- Currency: All refunds are processed in the original transaction currency (IDR). ChilloutPass does not charge any processing or administrative cancellation fee.
How to Request a Cancellation or Refund
To cancel an eligible booking or request a refund, contact our Bali operations team directly with your order details:
- WhatsApp Support (Fastest): Message us at +62 851 3707 8182 with your Booking Order ID and full name.
- Email Support: Send an email to hello@chilloutpass.com with the subject line:
Cancellation Request - [Your Order ID]. - Operating Hours: Our dispatch desk actively processes requests every day between 08:00 AM – 09:00 PM WITA (Bali Time / UTC+8). Requests submitted within the 24-hour window are verified and confirmed promptly.