HEY RICK TRAVEL

General Booking, Holiday & Concierge Terms and Conditions

Effective from October 2026 — Consolidated English draft for legal review

Thank you for choosing Hey Rick Travel. These terms explain our booking arrangements, holiday packages, concierge services and guest responsibilities.

1. About us and our local partner

Hey Rick Travel is a trading name of Rick’s Group International (“we”, “us” or “our”), the contracting company for bookings made with Hey Rick Travel.

Rick’s Group International partners with PT Rick’s Group Indonesia, which acts as our on-ground agent in Indonesia. Its role includes local coordination, liaison with suppliers and assistance with delivery of confirmed travel arrangements.

Transport, accommodation, tours, activities and venue services may be delivered by independent third-party providers. Our booking confirmation will identify the services purchased and, where relevant, the provider responsible for delivering them.

The appointment of our on-ground agent does not remove the contracting company’s obligations to guests or either company’s responsibilities under applicable law.

2. Application of these terms

These terms apply to holiday packages, individual tours, transfers, activities, concierge packages and other travel services booked through Hey Rick Travel.

Your booking consists of these terms, your accepted quotation, your booking confirmation and any applicable supplier conditions supplied before booking.

Specific payment or cancellation conditions disclosed and accepted before booking apply to the relevant service instead of the default conditions below. Supplier conditions do not remove our obligations or any mandatory legal rights.

All cancellation, refund and liability provisions are subject to applicable law. They do not exclude rights or remedies that cannot lawfully be excluded.

3. Our services and booking scope

We provide booking assistance, recommendations, planning, reservations and concierge support within the scope of the service selected.

We arrange and take payment for transport, tours, activities and additional services booked through us. We also coordinate with PT Rick’s Group Indonesia and independent suppliers as required.

Your booking includes only the services expressly listed in your accepted quotation or booking confirmation. Flights, visas, insurance, meals, tips and personal expenses are excluded unless expressly included.

Concierge fees cover planning and support. Accommodation, transport, tours, activities, venue charges and other third-party costs are additional unless expressly included.

Restaurant, beach club and nightlife reservations may be arranged where included in your selected package. Dining, drinks and venue services are payable directly to the venue unless confirmed otherwise. Deposits, minimum spends and cancellation charges will be advised where applicable.

4. Quotations, payments and remuneration

Prices and service fees will be provided before you agree to proceed. A quotation or request does not guarantee availability; a booking is secured only when we issue confirmation and the required payment is received.

Individual services and concierge packages

Full prepayment is required for individual tours, transfers, activities, concierge packages and other standalone services unless different arrangements are confirmed in writing.

Holiday packages

• A deposit of 20% of the total holiday package price is required to secure a booking.
• The remaining balance is due 60 days before the holiday package begins.
• Bookings made within 60 days of the package start date require full payment at booking.
• The deposit is subject to the guest-cancellation conditions in Section 9 and mandatory legal rights; it is not an unconditional exclusion of refunds.

Payments may be made by credit card or another method offered on the invoice. Any payment surcharge will be disclosed before payment.

Prices are quoted in the currency stated on the quotation or invoice. Concierge prices below are in Australian dollars (AUD). Where payment must be collected in Indonesian rupiah or another currency under applicable requirements, the payable amount and conversion basis will be provided before payment.

We may charge a service fee in addition to supplier costs. Any such fee will be clearly disclosed before acceptance. We may also receive commissions or referral fees from suppliers.

If a subscription is offered, its price, billing cycle, renewal arrangements, inclusions and cancellation conditions will be provided separately before sign-up. Purchasing a one-off package does not authorise recurring billing.

5. Essential Concierge — FREE

Every Hey Rick Travel guest has access to Essential Concierge at no additional cost.

Included:

• Tour bookings
• Transfer bookings
• Basic recommendations from our trusted Bali recommendations
• Booking confirmations by email or WhatsApp

Booking requests must be submitted by email. WhatsApp confirmations do not include ongoing WhatsApp concierge support.

Essential Concierge covers booking assistance and basic recommendations only. It excludes personalised trip planning, full itinerary creation or management, restaurant or venue reservations, extensive research, repeated itinerary changes and ongoing personal assistance during your trip.

Where additional research, planning, coordination or support is needed, we may recommend a paid concierge package. We will explain any additional fee and obtain your agreement before proceeding.

6. Paid concierge packages

Bali On-Call — AUD $399

For travellers wanting personalised recommendations and planning support.

Included:

• Pre-trip consultation
• Personalised itinerary
• Restaurant and beach club recommendations
• Activity planning
• Assistance with reservations and bookings within the agreed itinerary
• Up to two itinerary revisions
• Priority WhatsApp support during published support hours

VIP Holiday Concierge — AUD $599

For travellers wanting comprehensive planning and ongoing assistance before and during their holiday.

Included:

• Full personalised travel planning
• Up to five itinerary adjustments
• Restaurant, beach club and nightlife reservation assistance
• Coordination of bookings within the agreed itinerary
• Ongoing in-trip support
• Priority WhatsApp access during published support hours
• Insider Bali recommendations
• Assistance arranging VIP experiences and available partner perks
• Private driver and luxury service recommendations

Experiences, reservations and perks are subject to availability and provider conditions. The price of an experience or service is additional unless expressly included.

Neither package includes 24/7 support. Support arrangements are set out in Section 12.

The travel dates and arrangements covered by a concierge package will be recorded in the booking confirmation.

7. Concierge access, boundaries and special requests

Concierge packages are non-transferable. Only the registered lead guest may contact the concierge on behalf of the booking or group.

For groups of six or more travellers, a customised concierge package and pricing apply. Scope and price will be agreed before work begins.

Requests beyond your package may require an upgrade or additional fee. These include substantial itinerary redesign, revisions beyond the included allowance, extensive venue research, significant coordination or support for arrangements outside the agreed trip.

Special requests such as private drivers, villa parties, VIP nightlife, spa or beauty treatments and airport fast-track services are subject to availability, legal and provider requirements, and additional charges.

We will explain additional fees and obtain your agreement before proceeding.

8. Recommendations and suppliers

Recommendations are based on our experience, local knowledge and supplier relationships. Guests make the final decision about which services to purchase or use.

Prices, opening hours, availability, schedules and venue policies can change. A recommendation does not guarantee access, suitability or availability.

Independent providers control their own operations and participation requirements. We will exercise reasonable care in providing our own services and assist with supplier issues where reasonably possible.

9. Guest cancellations, amendments and refunds

Please send cancellation or amendment requests in writing by email or WhatsApp. The date we receive your notice determines the applicable cancellation period, using Bali time (WITA).

The following are default conditions for voluntary guest cancellations. They do not govern cancellation caused by our failure to provide an agreed service or remove statutory remedies.

A. Holiday packages

“Package start date” means the start of the first service included in the confirmed holiday package.

The 20% deposit forms part of the cancellation charge; it is not deducted a second time. The AUD $150 per-person cancellation fee is included within the 100% charge for cancellations fewer than 30 days ahead.

The total cancellation charge will not exceed the total package price. Any refund equals payments received minus the applicable cancellation charge, with a minimum refund of zero. Additional supplier cancellation charges apply only if separately disclosed and accepted before booking, and must not duplicate amounts already included in the cancellation charge.

B. Individual tours, transfers, activities and other standalone services

Unless specific conditions were supplied and accepted before booking:

• More than seven days before the scheduled service: Payments may be refunded after deduction of non-recoverable supplier deposits or charges and any disclosed cancellation or service fee applicable to work already performed.
• Seven days or fewer before the scheduled service: The default cancellation charge is 100% of the service price, subject to applicable legal rights.

We will explain the calculation and applicable deductions. The holiday package cancellation fee does not automatically apply to standalone bookings.

C. Concierge packages

Concierge fees pay for planning, coordination and support. For a voluntary cancellation or change of mind after work has commenced, the fee is generally non-refundable, subject to applicable law.

Pre-trip consultations, research, itinerary preparation, reservation requests and booking coordination count as commencement of work.

If cancellation is requested before work begins, the fee will be refunded, less any lawful, previously disclosed and incurred cancellation costs.

D. Amendments and refund processing

Changes are subject to availability and may attract supplier charges or additional service fees disclosed before you accept the change. We cannot guarantee that a provider will allow a change.

Refunds will normally be returned to the original payment method in the original transaction currency. AUD payments will normally be refunded in AUD. Your bank or payment provider may apply exchange rates or fees outside our control. Any deduction by us must be lawful and explained.

10. Changes or cancellations by us or suppliers

Itineraries may be affected by weather, transport schedules, government requirements or other operational circumstances.

Where a change is required, we will notify you as soon as reasonably possible and seek a suitable alternative. Any proposed substitution should be of a comparable standard. Material changes will be explained, together with available options and any applicable refund rights.

If we or a supplier cancel a confirmed service, the guest-cancellation charges in Section 9 do not automatically apply. We will explain available alternatives and refunds, subject to applicable law. Guests are not required to accept credit instead of a refund where they have a legal entitlement to a refund.

11. Events beyond reasonable control — force majeure

A force majeure event is an event beyond reasonable control that prevents or materially delays performance, such as a natural disaster, severe weather, war, terrorism, civil unrest, epidemic, pandemic, quarantine, government restriction, national strike or major infrastructure failure.

Financial hardship, inability to make a profit, changes in market prices and inability to pay do not, by themselves, constitute force majeure.

We will take reasonable steps to reduce disruption and notify affected guests of available options.

Where a tour cannot proceed because of force majeure, subject to mandatory legal rights, we will offer:

• Before commencement: Credit for the affected tour amounts paid, or a refund less documented, genuinely non-recoverable costs.
• After commencement: Credit for the unused portion, or a refund for that portion less documented, genuinely non-recoverable costs relating to it.

Credit will be issued only with the guest’s agreement. Its value, validity and use conditions will be disclosed before acceptance. Deductions will be explained and will not duplicate amounts already recovered or refunded by a supplier.

To the extent permitted by law, we do not cover incidental expenses arising solely from a force majeure event, such as independently booked flights or accommodation. This does not exclude liability for our own breach or any responsibility imposed by law.

12. Communication and support hours

Email: bali@ricksgroup.com.au
WhatsApp: +62 877 6416 4388

Monday–Saturday: 9:00 AM–5:00 PM, Bali time / WITA (UTC+8)
Sunday: Closed

• Essential Concierge: Booking requests by email; confirmations may be sent by email or WhatsApp.
• Bali On-Call: Priority WhatsApp support during published support hours.
• VIP Holiday Concierge: Priority WhatsApp support before and during the confirmed trip, during published support hours.

Messages outside support hours will be answered during the next available support period.

For a confirmed Hey Rick Travel tour operating on Sunday, our team will monitor messages relating to that tour and respond as soon as reasonably possible where assistance is needed. This does not extend to general Sunday concierge support.

Priority support does not guarantee an immediate response. Response times depend on the request, staff and supplier availability and any third-party confirmation required.

Messaging is for reasonable personal use within the selected package. References to “unlimited messaging” do not expand support hours, package scope or revision allowances.

Abusive, threatening, inappropriate or excessive use that materially disrupts service may lead to support being restricted or terminated. Where appropriate, we will first explain the issue and allow an opportunity to resolve it. Refunds following termination will be assessed according to services delivered, circumstances and applicable law; there is no automatic forfeiture of all payments.

13. Guest information, health and participation

Guests must provide accurate travel dates, traveller numbers and ages, accommodation details, dietary requirements, preferences and relevant health, mobility or accessibility needs. Please notify us promptly of changes.

Guests must assess whether an activity is suitable for their circumstances and meet operator requirements concerning age, weight, health, licences, insurance and participation.

Relevant medical conditions affecting safe participation must be disclosed before booking. We or an operator may decline or restrict participation where reasonably necessary for safety. Any resulting refund or alternative arrangement will be assessed under the booking conditions and applicable law.

Guests must follow lawful safety instructions, behave respectfully and take reasonable care of their belongings.

14. Passports, visas and entry requirements

Guests are responsible for holding valid passports, required visas and other travel documents, and for meeting immigration, transit, health and entry requirements for their nationality and itinerary.

Passport-validity requirements differ by destination, transit country and travel document. Guests must check applicable official requirements before booking and again before travel rather than rely on a single general validity rule.

Any visa assistance expressly purchased from us remains subject to its stated scope and conditions. Visa issuance and admission are decisions of the relevant authorities and cannot be guaranteed by Hey Rick Travel.

15. Travel insurance

Comprehensive travel insurance is mandatory for guests booking holiday packages and must be arranged before departure. Cover should include medical treatment, evacuation where appropriate, cancellation, delay, baggage and planned activities.

For standalone tours, transfers and concierge bookings, suitable travel insurance is strongly recommended and may be required by the relevant activity provider.

Guests are responsible for understanding policy exclusions, activity cover and any requirements concerning pre-existing conditions.

16. Liability and emergency assistance

Rick’s Group International and PT Rick’s Group Indonesia are responsible for their respective obligations and conduct under applicable law. Their use of independent suppliers does not exclude responsibility that the law imposes on either company.

To the extent permitted by law, we are not responsible for loss, injury, damage, delays or cancellation caused solely by independent suppliers or circumstances outside our reasonable control. We will reasonably assist guests in raising issues with the relevant provider.

Nothing in these terms excludes liability for our own negligence, breach of contract, misleading conduct or other liability that cannot lawfully be excluded. Supplier policies do not automatically defeat a guest’s claim against us where the law makes us responsible.

Concierge support is not a medical, emergency or legal service and is not an emergency-response guarantee. In an emergency, contact the relevant emergency service or medical provider directly.

We may help coordinate assistance within our capacity. Medical treatment, emergency transport, legal services and other associated costs are payable by the guest or insurer unless otherwise agreed or legally required.

17. Complaints and dispute resolution

Please report a problem as soon as reasonably possible so we can attempt to resolve it during your trip. Contact bali@ricksgroup.com.au or +62 877 6416 4388, providing your booking reference, the issue and relevant supporting information.

Rick’s Group International will coordinate the response, with assistance from PT Rick’s Group Indonesia or suppliers where relevant. We will acknowledge the complaint and explain the next steps and expected response timeframe.

If a complaint remains unresolved, the parties may agree to mediation or another lawful dispute-resolution process. This does not prevent guests from exercising rights to approach a competent consumer dispute-resolution body or court.

18. Privacy and personal information

We use booking information to organise travel, process payments, provide support and manage related requests. Where necessary for these purposes, information may be shared with PT Rick’s Group Indonesia, relevant suppliers and payment or service providers, including across borders.

Information must be handled in accordance with applicable data-protection law. Guests booking for others must be authorised to provide their information and ensure those travellers are informed about its use.

Our applicable Privacy Policy will be made available before personal information is collected. Requests about access, correction or other privacy rights may be sent to bali@ricksgroup.com.au.

19. Governing law and jurisdiction

These terms and bookings with Hey Rick Travel are governed by the laws of the Republic of Indonesia.

Subject to any mandatory rules concerning jurisdiction and consumer remedies, disputes are subject to the competent courts of Indonesia. This clause does not remove access to a consumer dispute-resolution body or another forum where applicable mandatory law grants that right.

20. Acceptance and changes to terms

These terms will be made available before booking. By confirming a booking after receiving them, the lead guest agrees to these terms and the conditions of the selected service, and confirms authority to arrange the booking for the named travellers.

We may update terms for future bookings with a revised effective date. The version accepted at booking continues to apply to that booking unless a change is agreed with the guest or required by law. We will not impose new charges or materially reduce confirmed services through a unilateral update.

If a provision is unlawful or unenforceable, it will not be applied to that extent. The remaining provisions continue where legally possible. Nothing in these terms limits rights or remedies that cannot lawfully be excluded.