1. Non-Refundable Policy

By completing payment for a booking through OrbitStay Vacation, you acknowledge and agree that the full amount paid is non-refundable under all circumstances, including but not limited to:

  • Change of mind or personal travel plans
  • Illness, injury, or personal emergency of the guest or their travel companions
  • Adverse weather conditions
  • Flight cancellations, delays, or other transportation issues
  • Government travel restrictions or advisories
  • Force majeure events beyond our reasonable control
  • Failure to check in due to late arrival or no-show

2. Why We Apply This Policy

Unlike large hotel chains, the villas we curate are individually owned and operated. When a booking is confirmed, the villa owner blocks those dates exclusively for you and turns away other potential guests. This non-refundable policy protects both our villa partners and the sustainability of the curated experience we provide, allowing us to guarantee availability once a booking is confirmed.

3. Rescheduling as an Alternative

While refunds are not available, we understand that plans can change. Guests may request to reschedule their stay to a different date, subject to:

  • Availability of the same villa (or a comparable villa of equal or higher value, with any price difference payable by the guest) on the newly requested dates;
  • The request being submitted at least 7 (seven) days before the original check-in date, wherever possible;
  • A rescheduling administrative fee, which will be communicated at the time of the request;
  • Approval at our sole discretion. Rescheduling is a courtesy we try to accommodate, not a guaranteed right.

If a rescheduling request cannot be accommodated, the original non-refundable policy in Section 1 continues to apply.

4. Villa-Caused Cancellations

In the rare event that a confirmed booking must be cancelled due to circumstances on the villa's side (e.g. unforeseen structural issues making the villa unfit for occupancy), we will make reasonable efforts to offer a comparable alternative villa for the same dates. If no suitable alternative can be arranged, a full refund will be issued for that specific booking only. This is the sole circumstance in which a refund applies.

5. Security Deposits

Where a villa requires a refundable security deposit (separate from the non-refundable booking payment), that deposit will be returned within a reasonable time after check-out, provided no damage, loss, excessive cleaning requirement, or violation of house rules is found during inspection.

6. How to Request a Reschedule

To request a reschedule, contact our team via WhatsApp at +62881024055993 with your booking code, original dates, and preferred new dates. Our team will confirm availability and any applicable fee before proceeding.

7. Acknowledgement

Proceeding with payment for any booking constitutes your explicit acknowledgement and acceptance of this Refund Policy in full.