Sumatra Nature Quest

General Terms of Sales

About of our tours

Our tours are private and tailor-made. We design each tour after several discussions via email or phone with our clients to make it as close as possible to their expectations. Additionally, our tours are generally offered with breakfast included, along with some lunches and dinners. However, you can request a half-board or full-board package if you desire.

Accommodation Services

Due to the limited hotel options in Sumatra, we strive to select comfortable and charming accommodations whenever possible.
Please note that most accommodations outside major cities do not have air conditioning but are equipped with fans, and some may not have hot water. We want to emphasize that while we make every effort to secure accommodations once a tour proposal is sent, we cannot guarantee availability until the deposit is paid. In the event that selected accommodations become unavailable, particularly during peak seasons like July and August, we will provide alternative options of a similar standard.

Guide

Upon request, you will be accompanied by an English-speaking or French-speaking guide (please specify your preference when requesting a quote). For tours requiring French-speaking guides during July and August, it’s advisable to make requests as early as possible, as availability may be limited without advance reservations.
Alternatively, we can arrange tours with a driver proficient in basic English or without language assistance, according to your preferences.

Transport

Our tours include a private air-conditioned vehicle and driver for your comfort and convenience. Additionally, we have the flexibility to utilize various modes of transportation such as ferries, motorbike taxis, bicycles, speedboats, or even internal flights with local airlines to enhance your travel experience and cater to your specific itinerary requirements.

Additional Considerations

In addition to our core services, we understand the importance of addressing other key considerations to ensure a seamless and enjoyable travel experience for our customers.
Our guides, proud of their lifestyle and culture, are friendly and down-to-earth individuals who warmly welcome travelers into their communities. They remain both professional and approachable, eager to share their knowledge and traditions, creating memorable experiences for all.
Rest assured, our team is committed to providing authentic insights and professional service throughout your journey.

Passport & Visa

Each traveler should ensure their passport remains valid for at least 6 months beyond their intended return date and is in good condition, as Indonesia has strict requirements.
Additionally, travelers need to verify Indonesia’s visa requirements and the duration of their visa’s validity.
Sumatra Nature Quest cannot be held responsible for trip cancellations due to expired passports or any resulting fees from overstaying in Indonesia.
Moreover, remember that visa on arrival (VOA) is an option in several major Indonesian cities, such as Jakarta, Bali, Surabaya, Medan, Padang, Bandung, Yogyakarta, Makassar, Palembang, Semarang, Surakarta and others… However, travelers should verify VOA details before departure as this list may not include all eligible cities.

Confirmation and down payment

To confirm your booking, simply send us an email confirmation.
Once confirmed and the deposit is paid, Sumatra Nature Quest guarantees your reserved services.
We require a 30% deposit of the total trip cost to secure your reservation, payable to our Wise bank account (European IBAN).
Credit card payments are accepted with a 2% fee.
For last-minute bookings or those made less than 30 days before departure, the full trip amount is due upon booking.

Balance Payment and Pricing Details

After paying the deposit, the balance must be settled at least 31 days before departure.
Prices are calculated in euros (EUR) per person and are based on double occupancy or twin beds in the accommodation.

Cancellations & Modifications

Sumatra Nature Quest applies cancellation fees to cover expenses incurred prior to the trip, such as accommodation and transportation reservations. In the event of a last-minute cancellation, Sumatra Nature Quest faces significant financial losses. Additionally, cancellations can affect availability for other clients.
The company’s cancellation policies ensure efficient travel management and encourage adherence to contractual agreements.

Cancellations :

From registration date to 60 days before departure: 30% of the total trip amount will be retained.
From 30 to 20 days: 50% of the total amount will be retained.
From 20 to 15 days: 80% of the total amount will be retained.
Less than 15 days: 100% of the total amount will be retained.

Modifications :

If you need to modify your trip, a fee of €35 per person will apply. Additional fees may also be incurred for last-minute changes to hotels or itinerary adjustments. In case of partial cancellation, such as the cancellation of one member of the group, the remaining group members will have their prices recalculated in agreement with all parties.

Insurance

We recommend considering travel insurance for your trip to Indonesia.
Travel insurance can provide valuable coverage for various unexpected situations that may arise during your travels, offering peace of mind and assistance when needed. From trip cancellations to lost luggage and medical emergencies, having travel insurance ensures you’re prepared for any unforeseen circumstances.
Take the time to review different insurance options and select a policy that suits your needs and preferences.
By having travel insurance in place, you can relax and enjoy your trip, knowing that you’re protected against potential challenges along the way.
Remember, travel insurance is like having a safety net for your journey, providing support and assistance when you need it most.
It’s a small investment that can make a big difference in ensuring a smooth and enjoyable travel experience in Indonesia.

Complaints & Applicable Law

Complaints :

Any concerns or disputes regarding the tour or services provided should be directed to “Sumatra Nature Quest” via email. Please include any relevant documents to support your claim. You can reach us at fredpro47@gmail.com

Applicable Law :

As an Indonesian company, “Sumatra Nature Quest” operates exclusively under Indonesian law. We are licensed under Business Identification Number (NIB) – 2609230164857, which authorizes our business activities. This is equivalent to a work permit in Europe.
As proof, you can request a photocopy of the original certificate by email. We’ll gladly provide it to you.