1. The Principle: Each Property's Policy Prevails
The Luxury Leisure operates as a booking and payment intermediary between guests and independent villa owners, yacht operators, helicopter charters and experience providers. Each host sets the cancellation and refund policy for their own property or service. That policy is:
- displayed on the listing before you book;
- restated, in full, in the booking confirmation email you receive with your reference code; and
- the binding policy for your reservation.
Where the specific policy on your confirmation differs from the general guidance on this page, the policy on your confirmation always governs. If you are unsure which policy applies to a stay, ask our concierge before you pay — we will confirm it in writing.
2. The General Cancellation Tiers
Most properties use one of three standard tiers as a starting point. The exact windows and percentages for your booking are those shown on your confirmation; the table below is a guide only.
| Tier | Full refund (less fees) | 50% refund | No refund |
|---|---|---|---|
| Flexible | Cancel ≥ 14 days before check-in | 7–14 days before | Within 7 days |
| Moderate | Cancel ≥ 30 days before check-in | 14–30 days before | Within 14 days |
| Strict (most villas & peak season) | Cancel ≥ 60 days before check-in | 30–60 days before | Within 30 days |
High-demand periods — Christmas and New Year (roughly 20 December–5 January), Easter, and Indonesian/Thai public holidays — frequently carry a strict, non-refundable policy with extended windows, regardless of the property's usual tier. This will always be stated before you book.
3. Deposits & Balance Payments
- Bookings are typically secured with a deposit (commonly 30–50% of the stay) at the time of confirmation, with the balance due a set number of days before arrival, as stated on your confirmation.
- A deposit is only refundable to the extent permitted by the property's cancellation tier above.
- Some properties also require a refundable security/damage deposit, pre-authorised or collected before or on arrival. This is separate from the stay price and is released, less any documented damage, within 7–14 business days of check-out.
4. How to Cancel or Request a Refund
To cancel a confirmed booking or request a refund, contact us in writing — do not assume a cancellation is effective until we confirm it.
- Email payment@theluxuryleisure.com or message the concierge on WhatsApp +62 812 8822 2498.
- Quote your booking reference and the lead guest's name.
- We confirm the applicable policy, calculate any refund due under it, and confirm the amount and timeline in writing before processing.
The effective cancellation date is the date and time we receive your written request, in the property's local time zone.
5. How Refunds Are Processed
- Approved refunds are returned to the original payment method used for the booking.
- Processing typically takes 7–14 business days after we confirm the refund; your bank or card issuer may take additional time to post it.
- Refunds are issued in the same currency you paid in. Where your card was charged in a currency other than the billing currency, your issuer's exchange rate at the time of refund applies, and a small difference from the original charge can result — this is set by your bank, not by us.
- Non-refundable third-party costs — payment-gateway fees, cross-border bank charges, and committed supplier costs (e.g. helicopter slots, yacht provisioning and fuel, special orders, event suppliers, pre-purchased permits) — may be deducted where the property's policy permits and where those costs cannot be recovered.
6. Pricing & Currency
Prices are shown in the currency local to each property so the cost is always clear: villas and experiences in Indonesia are priced in Indonesian Rupiah (IDR); in Thailand (Phuket, Koh Samui) in Thai Baht (THB); and in the Maldives in US Dollars (USD). You may switch the displayed currency for convenience, but the contract, the charge and any refund are settled in the property's local currency unless your confirmation states otherwise. Indicative converted amounts are for guidance only and are not guaranteed.
7. Force Majeure & Extraordinary Circumstances
If a stay cannot proceed because of events beyond reasonable control — natural disasters (significant earthquake, volcanic eruption, tsunami, flooding), government-ordered closures or travel bans, declared pandemics, or the property becoming genuinely uninhabitable — we will work with the host to offer, where possible and at the host's discretion:
- a date change (credit toward a future stay), subject to availability and any rate difference; or
- a refund in line with the property's policy and any recoverable amounts.
Force-majeure relief is not automatic and is assessed case by case. It does not cover a change of personal circumstances (a missed flight, illness without cover, a change of plans) — these are what travel insurance is for, and we strongly recommend every guest hold a policy covering cancellation, medical costs and trip interruption.
8. Date Changes & Modifications
Requests to move dates or amend a booking are treated as a new request, subject to availability and to any difference in the nightly rate for the new dates (peak-season rates may be higher). Where dates cannot be moved, the property's standard cancellation tier applies. There is no charge from us to request a change; the host may apply an amendment fee where stated.
9. Yachts, Helicopters & Experiences
Charters and experiences carry their operator's own terms, which can differ materially from villa policies:
- Weather: if an operator cancels a departure for safety or weather, you are normally offered a reschedule or a refund of the recoverable portion. Guest-initiated cancellations follow the operator's notice windows.
- Committed costs (fuel, provisioning, crew, slot fees) are frequently non-refundable once the trip is provisioned.
The operator's policy is shown before you book and on your confirmation.
10. No-Shows, Early Departure & House Rules
- A no-show, or arrival without the cancellation having been confirmed by us, is treated as a within-window cancellation and is generally non-refundable.
- Early departure (leaving before the end of a confirmed stay) does not entitle you to a refund of the unused nights unless the property's policy expressly provides for it.
- Where a guest is asked to leave for breach of the house rules (for example, an unauthorised event, exceeding the stated occupancy, or damage), no refund of remaining nights is due.
11. Disputes
If you believe a refund has been miscalculated or wrongly declined, raise it with us within 14 days of check-out at payment@theluxuryleisure.com. We mediate in good faith between guest and host and, where funds are still held by us pending payout, we can apply a fair resolution directly. The full dispute-resolution and governing-law terms are set out in our Terms of Service.
12. Consumer Rights
Nothing in this page limits rights you have under applicable mandatory consumer law — including, for guests contracting in Indonesia, Law No. 8 of 1999 on Consumer Protection, and equivalent protections in your home jurisdiction. Where a host's stated policy conflicts with a non-excludable legal right, the legal right prevails.
13. Contact
- Refunds & payments: payment@theluxuryleisure.com
- Concierge (WhatsApp): +62 812 8822 2498
- Office: Jl. Raya Batubulan No. 110 B, Batubulan, Gianyar, Bali 80582, Indonesia (by appointment)