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If you have contacted us via our contact form in the last few days, we urge you to contact us again via Whatsapp or E-mail. Due to an automatic update, the contact form has unfortunately been affected, so we may not have received your enquiry.
Due to an automatic update, our contact form has been affected, so we may not receive your enquiry at the moment.
Please only contact us via WhatsApp or Email and provide us with the information required in the contact form.
Important:
Please note that only the contact details provided above belong to The Jungle Guide. If you are contacted by anyone else, please ignore the message and reach out to us directly via the WhatsApp number or email address above.
Information about payment, concerning cancellation, refund or reschedule and insurance as well as our location you can find at the bottom of this page.
When you book a trek or activity with us we will ask you for a deposit of 30% of your booking in order to cover the salary of our team, booked equipment or reservations. With the deposit we can assure you that your chosen dates are blocked and that our team will be available for you. We kindly require payment to our Indonesian bank account, for example via TransferWise (Wise), Revolut, Xoom or other international bank transfer providers. We advise you to avoid PayPal as it has high fees and unfavourable exchange rates that will be added to your remaining balance.
Procedure:
1. Contact Us
Please feel free to contact us by email, WhatsApp or using the enquiry form above to let us know that you would like to book with us. We will get back to you as soon as possible and will be happy to answer any questions you may have and send you further information about your activity if you wish. Please let us know in advance any important information we should be aware of, e.g. if you have any allergies or intolerances.
2. Depsoit Invoice
Once all the details have been clarified, we will send you a deposit invoice with our bank details. Please pay the deposit within 14 days. If your booked activity is to take place at short notice, we ask you to pay the deposit immediately.
3. Send Payment Confirmation
Please let us know as soon as the transfer should have arrived (most transfer providers allow you to track this in a timeline). Once we have received the amount, we will confirm this to you.
4. Remaining Payment upon Arrival
We ask you to pay the outstanding amount in cash or by card upon your arrival in Bukit Lawang. Please bring the money in Indonesian currency (IDR). If you do not have enough cash with you or can’t pay by card, you can transfer the remaining amount online in advance up to 3 working days before arrival.
Tipp:
We recommend you to bring enough cash from the airport in Medan as there are no ATMs nearby Bukit Lawang. Even the ones in Bahorok (30 mintes by motorbike) sometimes reject certain cards or run out of money. Also, card payments are only possible in some places in Bukit Lawang.
More than 30 days in advance:
You wish to cancel your booking? We kindly ask you for your understanding to do so at least 30 days ahead of your upcoming trek / activity. We will waive your remaining payment or refund it (minus the deposit) if you have already transferred it in advance. Please note that the transaction fees that may have occurred, are non-refundable and will be deducted from your refund.
Less than 30 days in advance:
For cancellations made less than 30 days before the booked date, we are unfortunately unable to provide a refund. Only for private bookings (such as private treks or transports), it may be possible to reschedule your booking instead of cancelling.
During / after an activity:
We ask for your understanding that we cannot give refunds after an activity already has started. This applies among other things, in the event of an early ending of the jungle trek (for example, due to health problems) or in the event of dissatisfaction with the booked activity.
Short-term changes:
In cases of short-term circumstances beyond our control – such as flight delays or cancellations – we are unfortunately unable to offer refunds or free replacements for your booking with us. The reason for this: once a driver, guide or activity has been reserved, the costs have already been incurred, even if you are unable to attend.
For example, if you have booked an airport transfer and your flight is suddenly cancelled, your driver will already have travelled to the airport (as it’s a journey of 4 hours) and must be paid for his time, the patrol, toll road & parking fees as well as the car rental. Likewise, if you miss the start of a group hike due to a flight change, the hike will still take place as planned for the other participants. In such cases, we will do our best to help you adjust your plans (e.g. by joining another hike, if there os one scheduled for the following days or by arranging a private trek for you), but we cannot offer free replacement activities or cover additional costs.
We kindly ask for your understanding that our team rely on these bookings, and we are not able to cover such unforeseen expenses out of pocket. This way, we can continue to offer fair prices and maintain the quality of our services for all guests.
The Jungle Guide does not provide any kind of insurance. Please consider a travel health insurance from your home country. Our guides & team will always take care of you as best as they can, but even the bravest jungle adventurer can get a smaller or bigger scratch or catch a tropical disease. Therefore we want to make sure that you are able to get the best treatment IF something happens.
We are not liable for any damages or injuries suffered in consequence of anything, howsoever caused, in connection with services carried out by us, third parties or arising from the use of accommodation, transport or other service, or for labor strike, political unrest, weather conditions or natural disasters which are beyond our control.
By your payment and participation in the activity you agree to these conditions.
For all our trekking tours and other activities booked through us, we recommend a basic tip of 10% of the price. This is distributed centrally among our team according to equal shares.
Individually you can of course add to the tip (for example if you were particularly impressed by one person of the team). This is especially relevant for longer treks (4 days or more), as these tours require a lot of work for all members of our team.
