General Terms
of Sales

About Our Tours

Our tours are private and completely customized. Each itinerary is carefully crafted after one or more email or phone conversations to ensure it closely matches your expectations and travel style.

Most tours include breakfast and sometimes lunch – but dinners are not included, giving you the freedom to choose meals based on your preferences. A half board option can be arranged if you'd like more meals included.

We also offer pre-packaged tours, ideal for travelers looking for a balanced itinerary without the need for extensive planning. These packages are flexible and can be tailored to your needs or combined with customized services.

Accommodation Services

Due to the limited hotel options in Sumatra, we strive to select comfortable and charming accommodations whenever possible.

Please note that outside of the major cities, most accommodations do not have air conditioning but are equipped with fans, and some may not have hot water.

While we do our best to secure your accommodation once a proposal has been sent, we cannot guarantee availability until we have received your deposit. In the event that the selected options are no longer available, especially during high demand periods such as July and August, we will suggest alternatives of similar standard and charm.

Guide

Upon request, you can be accompanied by an English or French speaking guide (please indicate your preference when requesting a quote). For tours in May, June, July and August, we strongly recommend that you book early if you require a French-speaking guide, as availability is limited during these busy months.

Transport

All our tours include a private air-conditioned vehicle with a dedicated driver for your comfort and flexibility. A cooler with fresh bottled water is also provided during road trips.

Depending on your itinerary, we may also incorporate other modes of transportation such as ferries, motorcycles, taxis, speedboats, or domestic flights with local airlines – always with the goal of providing the most immersive and efficient travel experience possible.

Additional Considerations

Beyond our core services, we're committed to creating a smooth and enriching travel experience.

Proud of their culture and lifestyle, our local guides are friendly, down-to-earth and genuinely welcoming. They love to share their traditions and knowledge, making each encounter unique and memorable.

You can count on our team for professionalism and authenticity throughout your trip.

Passport & Visa

Each traveler must ensure that their passport is valid for at least 6 months beyond the return date and is in good condition, as Indonesian authorities are strict on these criteria.

It is also the traveler's responsibility to check the visa requirements for entry into Indonesia, including the validity period of any visa obtained.

Sumatra Nature Quest cannot be held responsible for any trip cancellations, denied entry, or additional costs resulting from an expired or damaged passport, or from overstaying the permitted visa duration.

A Visa on Arrival (VOA) is available in several major Indonesian cities, such as Jakarta, Bali, Surabaya, Medan, Padang, Bandung, Yogyakarta, Makassar, Palembang, Semarang, Surakarta, among others. However, travelers are strongly advised to verify the latest VOA rules and eligible airports before departure, as the list of eligible entry points may change.

Medical Conditions & Health Disclosure

Clients must disclose all relevant medical conditions, allergies, medications, and physical limitations when requesting a quote. Tours in Sumatra involve physical activity, variable altitudes, and exposure to tropical climates. If you have cardiovascular, respiratory, or mobility concerns, consult your doctor before booking.

Sumatra Nature Quest is not responsible for medical emergencies, pre-existing conditions, or altitude/heat-related illnesses. In case of medical emergency, evacuation costs are the client's responsibility unless covered by travel insurance.

Booking Confirmation & Payment Terms

To confirm your booking, simply send us a confirmation by email.

A 30% deposit of the total trip cost is required to secure your reservation. This payment can be made via Wise bank transfer, or by credit card (with a 2% processing fee). Once the deposit is received, Sumatra Nature Quest guarantees your reserved services. (For last-minute bookings (less than 31 days before departure), the full payment is required immediately upon confirmation)

The remaining balance (70%) must be paid no later than 31 days before departure. Once this final payment is made, the price is fixed and non-adjustable. Prices are calculated in euros (EUR) per person, and are based on double occupancy (double bed or twin beds). For single travelers, a single supplement may apply.

Exchange Rates & Price Revisions

Trip prices are quoted in Indonesian Rupiah (IDR) and converted into euros at an internal exchange rate set by the agency.

To offer competitive and attractive rates, we operate with tight margins. If the exchange rate fluctuates by more than 3% compared to our reference rate, we reserve the right to revise the price.

In such cases: Only the unpaid balance (70%) may be adjusted. The deposit already paid (30%) remains unchanged. Any revision will be communicated no later than 31 days before departure, and only if the full payment hasn't yet been made.

Cancellations, Modifications & Itinerary Flexibility

Sumatra Nature Quest applies cancellation fees to cover the non-refundable costs already incurred (such as hotel bookings, transportation, and administrative services). Last-minute cancellations often result in significant financial losses and may impact availability for other travelers. Our cancellation policy helps ensure fair and efficient travel management.

Cancellation fees:

• More than 30 days before departure: 30% of the total trip cost retained (deposit only — no additional penalty)
• From 30 to 20 days before departure: 50% retained
• From 20 to 15 days before departure: 80% retained
• Less than 15 days before departure: 100% retained — no cash refund. However, the trip may be rescheduled within 12 months from the original departure date at no additional cost, subject to availability. Any price differences due to seasonal rates or accommodation changes remain the client's responsibility.

Modifications to your booking:

If you need to modify your trip, a €35 fee per person may apply if Sumatra Nature Quest considers the change to have a significant impact on the overall pricing (e.g. hotel, guide, or itinerary changes). Additional costs may also be incurred depending on the nature and timing of the requested modifications. In case of partial cancellation (e.g. one traveler in a group cancels), prices for the remaining participants will be recalculated accordingly, with mutual agreement.

Itinerary modifications by Sumatra Nature Quest:

Sumatra Nature Quest reserves the right to modify, substitute, or cancel activities or destinations due to weather, safety concerns, accessibility issues, or local conditions. Alternative activities of equivalent value and experience will be provided. No partial refunds or compensation will be given for such necessary modifications, as they are made solely to ensure your safety and best experience.

Force Majeure & Extraordinary Events

Sumatra Nature Quest is not responsible for cancellations or modifications due to unforeseen circumstances beyond our control, including natural disasters (earthquakes, volcanic eruptions, floods), pandemics, civil unrest, extreme weather conditions, or other events of force majeure.

In such cases, Sumatra Nature Quest will offer to reschedule your trip to an alternative date, subject to availability, at no additional booking fee. No cash refund will be issued for force majeure events, as suppliers (hotels, guides, drivers, and local operators) do not guarantee reimbursement under such circumstances.

Clients are strongly advised to purchase comprehensive travel insurance that includes coverage for trip cancellation due to force majeure events. Any financial compensation in the event of force majeure remains the sole responsibility of the client's travel insurance provider.

Insurance & Professional Liability

We strongly recommend purchasing travel insurance for your trip to Indonesia.

Travel insurance offers valuable protection against unexpected situations such as trip cancellations, lost luggage, medical emergencies, or delays. It provides peace of mind, knowing you're covered and supported when needed.

Take time to compare options and choose a policy that fits your needs. This small investment can make a big difference in ensuring a smooth and worry-free experience during your travels with Sumatra Nature Quest.

Sumatra Nature Quest maintains professional liability insurance to cover claims arising from our direct negligence. However, this insurance does not cover personal injuries, illness, or losses resulting from adventure travel activities, natural events, or third-party services. Your personal travel and adventure insurance is your best protection.

Assumption of Risk

By booking and participating in a Sumatra Nature Quest tour, you acknowledge and accept all inherent risks associated with adventure travel, including but not limited to: physical exertion, exposure to unfamiliar environments, interaction with wildlife, variable accommodations, and variable weather conditions. You assume full personal responsibility for any injuries, illnesses, or incidents that may occur during the tour.

Third-Party Services & Liability

While Sumatra Nature Quest carefully selects and coordinates with guides, drivers, hotels, restaurants, and transportation providers, these are independent third parties. Sumatra Nature Quest is not liable for any damages, injuries, or service failures caused by these providers. We act as coordinators, not employers. In case of issues with third-party services, we will assist in resolving them, but ultimate responsibility rests with the service provider.

Minors & Parental Responsibility

For guests under 18 years old, a parent or legal guardian must accompany them at all times during the tour. The accompanying adult is fully responsible for the minor's behavior, safety, and compliance with these terms. Sumatra Nature Quest is not responsible for the actions or injuries of minors, and parents/guardians are liable for any damages caused by the minor during the tour.

Photography, Video & Image Rights

Sumatra Nature Quest may take photographs and videos during your tour for promotional, marketing, and editorial purposes (website, social media, brochures, presentations). By booking, you grant Sumatra Nature Quest full rights to use these images unless you explicitly opt out in writing before your departure date. If you hire a professional photographer for your group, please inform us in advance. Personal, non-commercial photography and video by clients for private use are always permitted.

Complaints & Applicable Law

Complaints:

Any concerns or disputes regarding your trip or the services provided should be addressed directly to Sumatra Nature Quest by email. Please include any relevant documents to support your claim. You can contact us at fredpro47@gmail.com.

Applicable Law:

Sumatra Nature Quest is an Indonesian-registered company and operates exclusively under Indonesian law. Our business is licensed under Business Identification Number (NIB): 2609230164857, which serves as our official business permit, similar to a work license in Europe.

If needed, we are happy to provide a scanned copy of this certificate upon request.

Last Updated: May 2026