We understand that travel plans, flight itineraries, and patient health conditions can change rapidly. Our cancellation and refund policy is designed to be fair, compassionate, and straightforward for all travelers visiting Bali.
1. Core Principles & Fairness
BaliRent operates under the belief that renting medical and mobility equipment in Bali should bring comfort and peace of mind, not financial anxiety.
Every piece of equipment is scheduled, tested, and sealed in advance of your arrival. Therefore, while we provide maximum flexibility for tourists and patients, fair advance notice ensures our logistics network can redeploy vital medical gear to other families in need.
2. Cancellation Windows & Refund Schedule
Refund eligibility is based on the elapsed time between your official cancellation notice (via WhatsApp or email) and the scheduled delivery window:
| Cancellation Notice Window | Refund Amount | Notes |
|---|---|---|
| 24+ Hours Before Scheduled Delivery | 100% Full Refund | Zero cancellation penalty or admin fee. |
| 12 to 24 Hours Before Delivery | 80% Refund | 20% covers clinical sterilization and schedule reallocation. |
| Less than 12 Hours / After Dispatch | 1st Day Retained, Balance Refunded | First day fee covers round-trip dispatch courier logistics. Remaining days 100% refunded. |
| Cash on Delivery (COD) Bookings | No Charge Incurred | If cancelled prior to courier arrival at hotel/villa. |
3. Early Return Policy
If your recovery progresses faster than expected or your trip in Bali concludes ahead of schedule, you may return the equipment early:
- For multi-day rentals exceeding seven (7) days, early return requests submitted with at least twenty-four (24) hours advance notice are eligible for a prorated refund for all unused days beyond the standard daily rate calculation.
- Promotional bundled packages or discounted weekly tiers will have completed days recalculated under standard single-day rates before remaining balances are refunded.
4. Flight Delays & Medical Emergencies
Flight Delay & Diversion Protection: If your flight to Denpasar (DPS) is delayed, cancelled, or diverted due to weather, volcanic ash advisory, or airline scheduling changes, simply notify us via WhatsApp. We will hold your equipment reservation and reschedule your delivery to your new arrival time at zero extra charge.
In the unfortunate event that a trip must be aborted due to sudden medical hospitalization or emergency medical evacuation (MEDEVAC), providing medical documentation guarantees a full 100% refund of all unused rental periods regardless of standard deadlines.
5. Defect or Fulfillment Failure Guarantee
If BaliRent is ever unable to fulfill a confirmed reservation due to unexpected stock constraints, or if delivered equipment arrives defective and cannot be replaced within our guaranteed 2–4 hour service window:
- You will receive an immediate 100% full refund of all amounts paid.
- Our concierge will actively assist in locating an alternative trusted medical supplier in Bali at no surcharge.
6. Refund Methods & Timelines
Once approved, refunds are credited back using the original payment channel:
- Credit / Debit Cards (Visa, Mastercard, Amex): Submitted to merchant acquirer within 24 hours. The credit will reflect on your card statement within 5 to 10 business days depending on your international issuing bank.
- Indonesian QRIS & Bank Transfer: Processed directly back to your nominated Indonesian bank account or e-wallet within 24 to 48 hours.
- Cash: Cash refunds can be collected at our Canggu central depot or coordinated during equipment courier pickup.
7. How to Request a Cancellation
To initiate a cancellation or schedule adjustment, simply reach out to our 24/7 care team with your booking name or reservation details:
WhatsApp Concierge: +62 821-8119-673
Email: [email protected]
Please include your full name, hotel/villa location, and booking dates for immediate processing.