This Refund, Cancellation & Rescheduling Policy applies to purchases and bookings made through eSIMTravel.id, operated by PT Putra Putri Sejahtera Bersama.
We provide international eSIM products and offer Bali connectivity, tour, and vehicle rental services in collaboration with our trusted service partners. Refund and cancellation eligibility varies depending on the type of product or service purchased.
By completing a purchase or booking through eSIMTravel.id, you acknowledge and agree to this policy, our Terms & Conditions, and any product-specific terms displayed on the relevant product page or booking confirmation.
1. General Conditions
A refund or cancellation request must be submitted through one of our official customer support channels:
- Email: cs@esimtravel.id
- WhatsApp: +62 877 7556 3532
Your request should include:
- Customer’s full name
- Order or booking number
- Product or service purchased
- Scheduled activation, collection, rental, or tour date
- Reason for the request
- Supporting evidence, where applicable
The time of cancellation is determined by the time your request is received through our official customer support channel.
Cancellation deadlines are calculated according to the local scheduled time of the product or service.
Submitting a request does not automatically guarantee a refund. We will review the product status, service status, applicable cancellation period, and confirmation from the relevant service partner before approving the request.
2. International CMLINK eSIM
2.1 Eligible Refunds
An international eSIM order may be eligible for a refund of up to 100% of the eligible product amount if:
- The eSIM has not been installed, activated, or used;
- The refund request is submitted at least one calendar day before the selected activation date; and
- The QR Code remains unused.
Refund eligibility is subject to verification of the eSIM status in our system or our provider’s system.
2.2 Non-Refundable eSIM Orders
An eSIM order is non-refundable if:
- The QR Code has been installed or scanned;
- The eSIM has been activated or used;
- The request is submitted less than one calendar day before the selected activation date;
- The customer’s device does not support eSIM;
- The device is carrier-locked;
- The customer installs the eSIM on the wrong device;
- The eSIM is deleted from the device after installation;
- The customer fails to follow the installation or network instructions; or
- The issue results solely from local network quality, coverage, speed, congestion, or other circumstances outside our reasonable control.
Each QR Code can only be installed once. It cannot be rescanned, transferred to another device, or reissued after successful installation.
Customers are responsible for confirming that their device supports eSIM and is carrier-unlocked before purchasing.
2.3 Unused QR Code Validity
An unused eSIM QR Code may remain available for installation for up to one year, subject to the applicable product and provider conditions.
The data package will follow the activation date and time selected by the customer. Package validity, Fair Usage Policy, network coverage, and data allowance vary by product.
2.4 Network Troubleshooting
A network issue does not automatically qualify for a refund.
Before requesting a refund, customers must give our support team a reasonable opportunity to assist with:
- eSIM installation
- APN configuration
- Data Roaming settings
- Manual network selection
- Device restart
- Other reasonable troubleshooting procedures
Where the purchased service cannot be provided due to a verified product or provisioning failure attributable to us or our provider, we may offer a replacement, alternative solution, or refund as appropriate.
3. XL SIM Card and eSIM Airport Pickup
3.1 Cancellation Eligibility
An XL SIM card or eSIM booking may be cancelled and refunded as long as:
- The product has not been collected from the airport booth;
- The product has not been registered or activated; and
- The uncollected and inactive status is confirmed by the airport booth.
A cancellation request may be submitted before or after the scheduled collection time, provided the booth confirms that the product has not been collected or activated.
3.2 Missed Collection
If the customer does not collect the product at the scheduled time, the customer must contact eSIMTravel.id.
A refund may be processed after we receive confirmation from the booth that the SIM card or eSIM was not collected, registered, or activated.
3.3 Flight Delays and Schedule Changes
If a flight is delayed, customers may request an adjustment to their collection schedule.
Customers should contact us as soon as reasonably possible and provide the updated arrival information. Schedule adjustments remain subject to booth operating hours and operational availability.
3.4 Collection by Another Person
Another person may collect the SIM card on the customer’s behalf by presenting:
- The booking confirmation; and
- A clear photo of the passport used for registration.
A separate letter of authorisation is not normally required. However, final collection and registration remain subject to the booth’s verification requirements and applicable mobile operator procedures.
3.5 Airport Collection Only
XL SIM cards and eSIM services offered under this category must be collected at the designated XL booth at I Gusti Ngurah Rai International Airport.
Delivery to a hotel, villa, or other address is not available.
4. Tours and Activities
4.1 Customer Cancellation
For multi-day tours:
- Cancellations submitted more than 72 hours before the scheduled departure are subject to a cancellation fee equal to one day of the booked tour.
- Cancellations submitted within 72 hours of the scheduled departure are non-refundable.
For one-day tours, the cancellation fee is equal to the full tour price. Therefore, one-day tour bookings are non-refundable when cancelled by the customer.
Any non-refundable entrance tickets, reservations, permits, or other costs already incurred may also be deducted where applicable.
4.2 Rescheduling
A tour may be rescheduled without a rescheduling fee if the request is submitted at least 72 hours before the scheduled departure.
Rescheduling is subject to:
- Operator availability;
- Vehicle and guide availability;
- Availability of attractions or activities; and
- Any price difference for the new date.
A request submitted within 72 hours is subject to the service partner’s approval and may incur additional charges.
4.3 Late Arrival and No-Show
Customers must be ready at the confirmed meeting or pickup time.
Rescheduling due to late arrival or no-show is not guaranteed and remains subject to:
- Operator approval;
- Schedule availability;
- Operational feasibility; and
- Any additional costs.
If rescheduling cannot be arranged, the booking is non-refundable.
4.4 Weather and Operational Conditions
If a tour cannot operate safely due to severe weather or other operational conditions, we and the service partner may offer an alternative date.
If rescheduling is not reasonably possible because the customer must leave Bali or because no alternative schedule is available, the customer may receive a refund after deducting costs that have already been incurred and cannot be recovered.
Normal rain or a customer’s personal preference not to continue does not automatically qualify as a weather-related cancellation.
4.5 Cancellation by the Operator
If the operator cancels the tour and no suitable alternative can be provided, the customer will receive a full refund of the eligible tour amount.
5. Car and Motorbike Rentals
5.1 Customer Cancellation
- Cancellations submitted more than 72 hours before the scheduled rental start time are subject to a cancellation fee equal to one day’s rental charge.
- Cancellations submitted within 72 hours of the scheduled rental start time are non-refundable.
- No-show bookings are non-refundable.
The cancellation fee may include the daily vehicle rate and any non-refundable costs already incurred for the booking.
5.2 Rescheduling
Customers may request one free schedule change if the request is submitted at least 72 hours before the original rental start time.
The new schedule remains subject to:
- Vehicle availability;
- Driver availability, where applicable;
- Service partner approval; and
- Any price difference for the new rental period.
Requests submitted within 72 hours may be declined or subject to additional charges.
5.3 Cancellation by the Rental Provider
If the rental provider cancels the booking and no suitable replacement vehicle or alternative arrangement is accepted by the customer, the eligible rental amount will be refunded in full.
5.4 Security Deposit
A refundable security deposit may be required:
- Indonesian customers: IDR 1,000,000
- International customers: IDR 2,000,000
The vehicle will normally be inspected within approximately 10 minutes after it is returned.
The deposit will be returned after the inspection and after deducting, where applicable:
- Vehicle damage;
- Missing items;
- Lost keys;
- Fuel charges;
- Traffic or parking fines;
- Late return charges;
- Cleaning beyond normal use; or
- Other amounts payable under the rental agreement.
The security deposit does not limit the customer’s financial responsibility. If the loss, damage, or other amount payable exceeds the deposit, the customer remains responsible for paying the remaining balance.
A deposit deduction is not treated as a cancellation refund.
6. Excluded Costs
Unless expressly included on the relevant product page, the following costs are not included in tour or vehicle rental prices:
- Fuel
- Parking
- Toll charges
- Entrance tickets
- Meals and beverages
- Driver overtime
- Driver accommodation
- Personal expenses
- Other optional or incidental expenses
These expenses are not refundable by eSIMTravel.id when paid directly to a third party or incurred during service delivery.
7. Partner-Specific Conditions
Certain tours, activities, vehicles, destinations, or connectivity products may have specific cancellation or refund conditions.
Where product-specific conditions are clearly displayed on the product page, checkout page, voucher, or booking confirmation, those specific conditions will apply to that booking in addition to this general policy.
If there is a direct conflict, the clearly disclosed product-specific condition will apply to the relevant product or service, subject to applicable law.
8. Refund Amount
An approved “full refund” means a refund of the eligible product or service amount paid to eSIMTravel.id.
The following may remain non-refundable:
- Payment gateway or transaction charges;
- Bank administration charges;
- Currency conversion charges;
- Non-refundable third-party costs already incurred;
- Cancellation charges specified in this policy; and
- Products or service components already delivered or used.
No deduction will be made unless it is permitted under this policy, disclosed product-specific terms, or applicable law.
9. Refund Method and Processing Time
Approved refunds will be returned through the original payment method whenever reasonably possible.
Refunds are normally initiated within 2–7 business days after approval and completion of any required verification.
The time required for the funds to appear in the customer’s account may vary depending on the bank, payment provider, currency, and other third-party processing procedures.
At present, payments are accepted through bank transfer. Additional payment methods may become available in the future.
10. Service Partner Verification
Some cancellation and refund requests require confirmation from the relevant airport booth, tour operator, vehicle rental provider, network provider, or other service partner.
We will make reasonable efforts to obtain this confirmation promptly. Refund processing begins after the required service status has been verified and the request has been approved.
11. Force Majeure
Events outside the reasonable control of eSIMTravel.id or its service partners may include:
- Natural disasters;
- Volcanic activity;
- Earthquakes;
- Flooding;
- Severe weather;
- Government restrictions;
- Airport closures;
- Civil unrest;
- Telecommunications failures; or
- Other events that make fulfilment unsafe or impossible.
Depending on the circumstances, we may offer:
- Rescheduling;
- An alternative product or service;
- Credit toward another booking; or
- A refund after deducting non-recoverable costs already incurred.
Nothing in this section limits any mandatory rights available under applicable law.
12. How to Request Assistance
Before submitting a refund request for a technical or operational issue, please contact our customer support team so we can attempt to resolve the problem.
Customer assistance: Available 24/7
Administrative office: 8:00 AM–5:00 PM WIB
Contact us:
- Email: cs@esimtravel.id
- WhatsApp: +62 877 7556 3532
Administrative review, partner verification, and refund processing are generally performed during administrative office hours.
13. Changes to This Policy
We may update this policy to reflect changes to our products, service partners, payment methods, or applicable requirements.
The version displayed at the time of purchase generally applies to the relevant booking, unless a change is required by applicable law or is more favourable to the customer.