Executive Summary
Sativa Bali Tours is a boutique travel agency specialising in curating transformative travel experiences for adventurous souls seeking personal growth, cultural immersion, and blissful exploration. Our unique approach combines luxury accommodations, authentic encounters and guided experiences to create unforgettable journeys that inspire, rejuvenate, and transform.
Vision
To inspire and empower travellers to embark on transformative journeys of self-discovery, guided by the principles of growth, exploration, and blissful experiences.
Mission
Our mission is to curate exceptional travel experiences fostering personal growth, cultura immersion, and profound connections with the world around us. Through our dedication to providing unparalleled service, authentic encounters, and meaningful adventures, we strive to ignite the spirit of exploration within every traveller, guiding them on a path towards enlightenment and blissful experiences.
TOUR CONDITIONS
CONSUMER PROTECTION
Details of important booking conditions and the operator’s responsibilities applicable to holiday arrangements also we always maintain our relationship with the balinese owner. Tours described in this brochure may have changed since it was published. Other changes in exchange rates may have affected the price of particular tours and services. Make sure you carefully study the Tour Conditions and Responsibilities and ask your travel agent.
Bookings
A non-refundable deposit of $150 per person is payable within 7 days of booking, with the balance payable at least 45 days prior to departure. However, some suppliers may require an additional deposit to satisfy their individual booking conditions, in which case you will be notified at the time of booking. All deposits are non-refundable. A number of airfares can be used in conjunction with your holiday package, which can have different conditions as to when payment is due. Bookings made within 45 days of departure require full payment on receipt of invoice. If payment is not received by the due date, Sativa Bali Tours reserves the right to cancel the booking and charge applicable cancellation levies. Bookings made within 7 days of departure will only be accepted if full payment is received at the time of reservation. These bookings can also attract communication costs incurred and are subject to availability of flights and accommodation.
Cancellations
There are costs incurred when cancelling a booking, which can be up to 100% of the value of the booking, regardless of whether travel has commenced. The following cancellation fees will apply as a minimum, and are subject to change:
- More than 45 days prior to departure – Loss of non-refundable deposit of $150 per person, plus any supplier fees.
- 45 days or less prior to departure – Loss of non-refundable deposit of $150 per person, plus any supplier fees, and maximum 100% of the cost of the booking.
Supplier fees include any cancellation fees imposed by ground operators, cruise companies, hotels and airlines.
Reservation Amendments
If a change to a booking is requested after confirmation, an amendment fee is free, in addition to any supplier amendment.
Refunds
No refunds for any unveiled tours, accommodation or other services after commencement of travel.
Tour Costs
All costs are based on current exchange rates, hotel and sightseeing charges and are subject to change.
Accommodation
Twin accommodation is based on 2 people sharing a twin or double-bedded room. Triple share accommodation is normally a twin or double-bedded room with a rollaway or sofa bed added. Whenever 2 adults and 2 children share one room, we must point out that in most cases these are standard rooms and may be a little crowded.
Hotel and Tour Descriptions
Descriptions of hotels and tours featured in this brochure are based on current information and are subject to change at any time. Travel times are approximate only and may vary.
Photographs and Maps
Photographs and maps are for general information only and may not necessarily reflect on services provided, routings or precise location. Photographs of the hotel rooms may not be specific to the room provided.
Insurance
We strongly recommend holiday insurance, which can be arranged through your travel agent or insurance broker.
Travel Advisories
We urge all travellers to consult DFAT, www.smartraveller.com.au or their travel agent for the latest travel advisories.
What is not included in cost of tours
- Passport, visa and inoculation costs.
- Excess baggage charges.
- Beverages, meals or tours other than those specified.
Land only arrangements
A minimum of 3 nights is required for any land only booking.
Travel Documents
A passport with minimum 6 months validity is required for entry into Indonesia. All airline tickets must be issued in the name of the passport holder, as some carriers will deny carriage if the name varies. Australian passport holders do not require a visa for travel to Bali. Non-Australian passport holders must check with their travel agent or the Indonesian Consulate regarding their visa requirements.
Health
No vaccinations or inoculations are required at the time of printing. However, we suggest you consult you doctor or check with the Department of Health for up-to-date information and recommendation.
Responsibilities
Sativa Bali Tours act only as agents for the hotels, airlines, bus companies, railroads, steamship lines, or owners or contractors providing accommodation, transportation or other services, and all coupons, exchange orders, receipts, contracts and tickets issued by the Operator are issued subject to any and all tariffs, terms and conditions under which any accommodations, transportation or any other services, whatsoever, are provided by such hotels, airlines, bus companies, railroads, steamship lines or owners or contractors, and by the acceptance of such coupons, exchange orders, receipts, contracts and tickets the tour member agrees to the foregoing and also agrees that neither the Operator, subsidiary or affiliate company shall be or become liable or responsible for any loss, injury or damage to person, property or otherwise in connection with any accommodations, transportation or other services or resulting, directly or indirectly, from Acts of God, dangers incident to the air, sea, fire, breakdown in machinery or equipment, acts of governments or other authorities, de jure or de facto, wars, whether declared or not, hostilities, civil disturbances, strikes, riots, thefts, pilferage, epidemics, quarantines, medical or customs regulations, delays or cancellations of or changes in itinerary or schedules, or from any causes beyond the Operator’s control, or for any loss or damage, resulting from improper or insufficient passports, visas or other documents, and that neither the Operator nor any parent, subsidiary or affiliate company shall be or become liable or responsible for any additional expense or liability sustained or incurred by the tour member as a result of any of the foregoing causes. The Operator does not accept any liability for failure on the part of transportation companies whose responsibility is confined to their own operations. The Operator reserves the right to alter, amend or cancel all or any of the arrangements contained in the itineraries. The Operator, its Associate/s or Agents, while taking every care with passenger’s luggage or property, shall not accept any liability for damage, loss, or inconvenience in the handling thereof. The transportation companies or firms shall be exempt from all liability in respect of any detention, delay, loss, damage, sickness or injury, however or by whomsoever caused and of whatever kind occurring, of or to the passenger at any time when the passenger is not on board a carrier or conveyance used and operated by the transport company or firms. The passage contract in use by the transportation companies or firms concerned shall constitute the sole contract between the transportation companies or firms and the purchaser of these tours and /or passengers.
Complaints Policy
Objective of the policy
As a responsible travel agent, we seek to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
- You are aware of our complaint lodgement and handling processes,
- Both you and our staff understand our complaints handling process,
- Your complaint is investigated impartially with a balanced view of all information and evidence,
- We take reasonable steps to actively protect your personal information,
Your complaint is considered on its merits taking into account individual circumstances and needs.
Definition of a complaint
In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.
How a complaint can be made
If you are dissatisfied with a travel service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
- By completing a feedback form,
- By telephoning us, (+61) 492 075 083
- By emailing us,
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
Our complaints handling process is free of charge.
The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
- Your name and contact details,
- The name of the person you have been dealing with about your travel service,
- The nature of the complaint,
- Details of any steps you have already taken to resolve the compliant,
- Details of conversations you may have had with us that may be relevant to your complaint,
Copies of any documentation which supports your complaint.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However if you consider you need further assistance please inform us of this at the time you are lodging your complaint.
Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
Where a third party travel supplier such as a tour operator, was involved in your travel services, we may be required to speak with them to fully investigate your complaint.
Feedback to customers
We are committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days, and keep you informed of the progress of your complaint throughout our complaint resolution process.
We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.
During the investigation of your complaint we may need to seek further clarification or documentation from you to assist us in resolving your complaint.
If we have sought clarification or documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalisation commitment. In such circumstances upon receipt of your clarification or documentation we will indicate to you when we expect to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.
Our six point complaint process
- We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint.
- We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
- We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.
- We respond – Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
- We take action – where appropriate we amend our business practices or policies.
We record – we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
When you complain about one of our employees
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by:
- informing them of any complaint about their performance,
- providing them with an opportunity to explain the circumstances,
- providing them with appropriate support,
Privacy Policy
Your privacy on the Internet is of the utmost importance to us. At Sativa Bali Tours, we want to make your online experience satisfying and safe. Because we gather certain types of information about our users, we feel you should fully understand our policy and the terms and conditions surrounding the capture and use of that information. This privacy statement discloses what information we gather and how we use it. Sativa Bali Tours gathers information that users provide through optional, voluntary submissions. These are voluntary submissions to receive our electronic newsletters and from participation in polls and surveys. Under no circumstances does Sativa Tours divulge any information about an individual user to a third party. Sativa Bali Tours gathers user information in the following processes:
Electronic newsletters policy (Dispatches)
We will offer a free electronic newsletter to users. Sativa Bali Tours gathers the email addresses of users who voluntarily subscribe. Users may remove themselves from this mailing list by following the ”Manage Subscription” link provided in every newsletter that points users to the subscription management page.
Surveys
Sativa Bali Tours may occasionally conduct user surveys to better target our content to our audience. We never share any of this information about specific individuals with any third party.
Children
Consistent with the Federal Children’s Online Privacy Protection Act of 1998 (COPPA), we will never knowingly request personally identifiable information from anyone under the age of 13 without requesting parental consent.
Usage Tracking
Sativa Bali Tours tracks user traffic patterns throughout all of our sites. However, we do not correlate this information with data about individual users. Sativa Bali Tours does break down overall usage statistics according to a user’s domain name, browser type, and MIME type by reading this information from the browser string (information contained in every user’s browser).
Sativa Bali Tours sometimes tracks and catalogues the search terms that users enter in our Search function, but this tracking is never associated with individual users. We use tracking information to determine user preferences based on traffic to those areas. We do not track what individual users read, but rather how well each page performs overall. This helps us continue to build a better service for you.
Cookies
We may place a text file called a ”cookie” in the browser files of your computer. The cookie itself does not contain Personal Information although it will enable us to relate your use of this site to information that you have specifically and knowingly provided. But the only personal information a cookie can contain is information you supply yourself. A cookie can’t read data off your hard disk or read cookie files created by other sites. Sativa Tours uses cookies to track user traffic patterns (as described above). You can refuse cookies by turning them off in your browser. If you’ve set your browser to warn you before accepting cookies, you will receive the warning message with each cookie. You do not need to have cookies turned on to use this site. However, you do need cookies to participate actively in message boards, forums, polling and surveys.
Security
Sativa Bali Tours operates secure data networks protected by industry standard firewall and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorised individuals have access to the information provided by our customers.
Opt-Out Policy
We give users options wherever necessary and practical. Such choices include: Opting not to register to receive our electronic newsletters. Opting not to participate in certain interactive areas, which completely alleviates the need to gather any personally identifiable information from our users.
Your Consent
By using this site, you consent to the collection and use of this information by Sativa Bali Tours. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.
External Sites
Sativa Bali Tours may contain links to other sites on the Internet that are owned and operated by third party vendors and other third parties. You acknowledge that the company is not responsible for the availability of, or the content located on or through, these External Sites. Please contact the site administrator or Webmaster for those External Sites if you have any concerns regarding such links or the content located on such External Sites.