Updated: 30 August 2026.
If the service becomes unavailable
If a confirmed service becomes unavailable after payment, the customer may choose a full refund or an alternative that the customer expressly accepts.
Customer cancellation
Customer cancellation is reviewed against the individually confirmed booking terms and applicable mandatory consumer rules. Any deduction, where lawful and applicable, is limited to documented actual expenses. Such expenses may include local operator charges or reservation costs that were disclosed before payment and actually incurred for the selected service.
Refund method and processing
An approved refund is returned to the original payment method unless law or payment-provider rules require another method. The service decision and the bank or payment-provider processing period are separate stages; no universal processing deadline is promised.
Weather, safety and no-show conditions
Weather, safety, force-majeure, no-show and late-arrival conditions are explained before payment when they are relevant to the selected service. A local operator may reschedule, delay or cancel a service when safety or operating conditions require it.
How to request cancellation or refund
Send the booking name, service date, reason and payment reference to WhatsApp +62 896-7183-6304 or auraagentagency@gmail.com.