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Terms of Service

Last Updated: September 2, 2026

Welcome to Bromo Ijen Explore. These Terms of Service (“Terms”) govern your use of our website, tour services, travel packages, transportation services, and other services provided by Bromo Ijen Explore (“we”, “us”, “our”).

By accessing our website or booking any tour or travel service with us, you agree to be bound by these Terms. Please read them carefully before making a reservation.

1. About Our Services

Bromo Ijen Explore provides travel and tourism services in East Java, Indonesia, including but not limited to:

Our tour packages may include transportation, entrance tickets, accommodation, meals, local guides, drivers, or other services depending on the package selected.

The inclusions and exclusions of each tour are stated on the relevant tour page and may vary between packages.

2. Booking and Reservation

A booking is considered confirmed only after we have received the required booking information and, where applicable, the required deposit or full payment.

When making a booking, you are responsible for providing accurate information, including:

We are not responsible for problems, additional costs, or missed services caused by incorrect or incomplete information provided by the customer.

3. Payment

Payment requirements depend on the tour package and booking arrangement.

We may require either:

The remaining balance, if applicable, must be paid according to the payment terms provided during the booking process.

All prices are stated in the currency indicated on the relevant booking page or quotation.

Additional charges may apply for services that are not included in the selected tour package.

4. Tour Prices

Tour prices displayed on our website are based on the information available at the time of publication.

Prices may vary depending on:

We reserve the right to correct obvious pricing errors or update prices before a booking is confirmed.

Once a booking has been confirmed, any price adjustment will be handled according to the agreed booking terms, except where additional costs arise from customer-requested changes or circumstances beyond our reasonable control.

5. Itinerary

Tour itineraries published on our website are provided as a general guide.

The actual itinerary may change due to:

We will make reasonable efforts to provide the services described in the booked package. However, we cannot guarantee that every activity, destination, or schedule will operate exactly as originally planned.

Your safety and the safety of our staff, drivers, and guides take priority over maintaining a planned itinerary.

6. Changes to Your Booking

Customers may request changes to their booking, including changes to:

Changes are subject to availability and may result in additional charges.

A booking change is not considered confirmed until we have provided written confirmation.

If a requested change cannot be accommodated, the original booking terms may continue to apply.

7. Cancellation by the Customer

Cancellation policies may vary depending on the tour package, accommodation, transportation provider, and other services included in your booking.

Any cancellation must be communicated to us as soon as possible.

Where applicable, cancellation charges may include costs already paid to hotels, transportation providers, guides, attraction operators, or other suppliers that cannot be recovered.

The specific cancellation and refund conditions applicable to your booking will be communicated during the reservation process or stated on the relevant tour page.

8. Cancellation or Changes by Bromo Ijen Explore

In certain circumstances, we may need to cancel, modify, postpone, or change a tour.

This may occur because of:

Where reasonably possible, we will offer an alternative arrangement or reschedule the affected service.

If an appropriate alternative cannot be provided, any refund will be handled according to the applicable booking conditions and amounts recoverable from our suppliers.

9. Weather and Natural Conditions

Many of our tours involve outdoor destinations and volcanic areas, including Mount Bromo and Mount Ijen.

Weather conditions can change rapidly and may affect visibility, road access, hiking conditions, sunrise views, or other activities.

We do not guarantee specific weather conditions, sunrise visibility, scenic views, or access to every viewpoint.

Tour activities may be modified or cancelled when conditions are considered unsafe.

Such changes do not automatically entitle customers to a full refund where the affected service is changed for safety reasons or due to circumstances beyond our control.

10. Mount Bromo and Mount Ijen Conditions

Mount Bromo and Mount Ijen are natural and volcanic environments.

Access to these destinations may be restricted by Indonesian authorities or local management for safety, environmental, volcanic, or operational reasons.

Customers acknowledge that access to certain areas may not always be available.

For Mount Ijen tours, visitors should be aware that hiking to the crater can involve steep and physically demanding terrain.

Customers are responsible for assessing their own physical ability before booking and participating in activities.

11. Customer Health and Physical Ability

Customers must ensure that they are physically capable of participating in the activities included in their selected tour.

Certain tours may involve:

Customers should inform us before departure about any relevant physical limitations that may affect their ability to participate safely.

We reserve the right to recommend that a customer does not participate in an activity if we reasonably believe participation could present a significant safety risk.

12. Travel Documents and Personal Responsibility

Customers are responsible for ensuring that they have all necessary travel documents and permits required for their journey, including where applicable:

Bromo Ijen Explore is not responsible for denied entry, visa issues, immigration problems, missed flights, or other problems resulting from incomplete or invalid travel documentation.

13. Transportation

Transportation services may be provided by Bromo Ijen Explore or by third-party transportation providers.

Vehicle type may vary depending on availability, road conditions, group size, and operational requirements.

Departure and arrival times are estimates and may be affected by traffic, road conditions, weather, or other circumstances.

Customers are expected to follow reasonable instructions from drivers and guides while using transportation services.

14. Accommodation

Where accommodation is included in a tour package, the hotel or accommodation category will be specified in the relevant package or booking confirmation.

Hotel availability may occasionally require us to provide alternative accommodation of a similar standard.

Additional hotel charges, including minibar charges, room service, laundry, personal expenses, damage charges, or other incidental costs, are the responsibility of the customer.

Early check-in and late check-out are subject to hotel availability and may incur additional charges.

15. Tour Guide and Driver Services

Our drivers and guides are responsible for assisting customers and helping provide the services included in the booked package.

Customers must follow reasonable instructions relating to safety, transportation, access restrictions, and local regulations.

Drivers and guides may modify the itinerary when necessary for safety or operational reasons.

16. Customer Conduct

Customers are expected to behave respectfully toward our staff, guides, drivers, accommodation providers, local communities, and other travelers.

We do not tolerate:

If a customer’s behavior creates a serious safety or operational problem, we reserve the right to terminate the affected services without refund.

Customers are responsible for any damage or loss caused by their actions.

17. Personal Belongings

Customers are responsible for their personal belongings throughout the tour.

We recommend keeping passports, money, electronic devices, cameras, and other valuables secure.

Bromo Ijen Explore is not responsible for lost, stolen, or damaged personal belongings unless the loss or damage was directly caused by our proven negligence.

18. Travel Insurance

We strongly recommend that all customers obtain appropriate travel insurance before joining a tour.

Travel insurance should ideally cover, depending on your circumstances:

Bromo Ijen Explore does not provide personal travel insurance unless specifically stated in the booking.

19. Force Majeure

Bromo Ijen Explore shall not be responsible for failure, delay, cancellation, or changes to services caused by circumstances beyond our reasonable control.

Such circumstances may include, but are not limited to:

In such situations, we will make reasonable efforts to assist customers and provide alternative arrangements where possible.

20. Third-Party Services

Some services included in our tours may be provided by independent third parties, such as:

We carefully select service providers where reasonably possible, but we cannot guarantee that third-party services will always operate without interruption or error.

Third-party services may also be subject to their own terms and conditions.

21. Website Information

We make reasonable efforts to ensure that information published on our website is accurate and up to date.

However, travel information, prices, schedules, regulations, attraction opening hours, and local conditions may change without prior notice.

We do not guarantee that every piece of information on the website will always be complete, current, or free from errors.

If there is a significant discrepancy between information published online and the confirmed booking, the confirmed booking information will generally take precedence.

22. Intellectual Property

All content on the Bromo Ijen Explore website, including text, photographs, graphics, logos, page designs, and other materials, is owned by or licensed to Bromo Ijen Explore unless otherwise stated.

You may not reproduce, copy, distribute, modify, or commercially use our website content without prior written permission.

23. Privacy

We may collect and process personal information necessary to provide our services, communicate with customers, process bookings, and improve our website.

Personal information will be handled in accordance with our Privacy Policy.

By making a booking or contacting us, you agree that we may use the information you provide for legitimate purposes related to your inquiry, booking, and travel arrangements.

24. Limitation of Liability

To the extent permitted by applicable law, Bromo Ijen Explore shall not be liable for losses, delays, injuries, expenses, or damages arising from circumstances beyond our reasonable control or from services provided by independent third parties.

This may include, without limitation:

Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.

25. Complaints

If you experience a problem during your tour, please notify our team, guide, or driver as soon as reasonably possible.

Early notification gives us a reasonable opportunity to investigate the issue and, where possible, resolve it during your trip.

Complaints submitted after the completion of the tour should be sent to us as soon as possible with relevant details and supporting information.

26. Governing Law

These Terms shall be governed by and interpreted in accordance with the applicable laws of the Republic of Indonesia.

Any dispute arising from our services or these Terms will first be addressed through good-faith communication and an attempt to reach an amicable resolution.

Where an amicable resolution cannot be reached, the matter may be referred to the competent authorities or courts in accordance with applicable Indonesian law.

27. Changes to These Terms

We reserve the right to update or modify these Terms from time to time.

The latest version will be published on this page with the corresponding “Last Updated” date.

Customers are encouraged to review these Terms before making a booking.

28. Contact Us

If you have questions about these Terms, your booking, or our tour services, please contact us through the contact information provided on our website.

Bromo Ijen Explore

Website: bromoijenexplore.com

For booking inquiries, please contact us through our official contact channels listed on our website.

Important Notice

By booking a tour with Bromo Ijen Explore, you acknowledge that you have read, understood, and agreed to these Terms of Service and any specific terms applicable to your selected tour package.

These Terms should be read together with the applicable booking confirmation, tour description, cancellation policy, and other information provided to you before your booking is confirmed.