Refund & Cancellation Policy

1. Guest cancellation

For paid bookings confirmed on a non-refundable rate, payments generally are not refunded when the guest cancels, fails to arrive, arrives late or departs early. This request form does not charge cancellation fees for unpaid enquiries.

2. Date or name changes

Request changes in writing as soon as possible. Changes depend on property and supplier approval, availability and new rates. A free reschedule, travel credit or transfer is not guaranteed. Any charges require your approval before a change is made.

3. A service cannot be delivered

If Orbit or a supplier cannot deliver a confirmed service, we contact you to explain alternatives or repayment for the service not provided, as appropriate to the circumstances and applicable law. An alternative is not imposed without your agreement.

4. Duplicate or mistaken payment

Verified duplicate or excess payments are reviewed for repayment of the amount incorrectly received. Non-refundable terms are not a reason to retain a proven duplicate payment.

5. Exceptional events & add-ons

Weather disruption, disasters and government restrictions are reviewed case by case: whether the guest cancels travel or the provider cannot deliver the service. Resolution follows service circumstances, lawful agreements and legal obligations.

Optional services follow the cancellation terms disclosed before you approve their fees. Payment for an undeliverable add-on is not automatically forfeited because the villa rate is non-refundable.

6. Requesting a review

Contact Orbit through its official channels with the booking reference, guest name, dates, reason and appropriately redacted payment evidence. Do not send full card numbers, PINs or one-time passwords.

After review, Orbit communicates the decision, calculation and estimated processing time in writing. Approved repayments go to the original payment method or payer where possible. Bank arrival times depend on the payment provider; no unverified deadline is promised.

7. Preserved rights

This policy does not waive mandatory consumer rights, including remedies for undelivered services or breaches of obligations under applicable Indonesian law.