Terms of Service — Book Nusa

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1. ABOUT BOOK NUSA

Book Nusa ("we", "us", "our") is an online booking platform that connects travellers with accommodation providers in Nusa Lembongan, Bali, Indonesia. By accessing or using our website at booknusa.com, you agree to be bound by these Terms of Service.

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2. BOOKINGS AND RESERVATIONS

• Bookings are agreements between you (the guest) and the property. Book Nusa acts as a booking agent and is not a party to the accommodation contract.
• A reservation is confirmed only after you receive a written confirmation email and any required deposit or full payment has been successfully processed.
• Rates, availability, and minimum-stay requirements are set by each property and may change without notice.
• All prices are displayed in the currency shown on the listing. You are responsible for any foreign-exchange fees charged by your bank or card provider.

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3. PAYMENTS

• Payments are processed securely through Stripe. We do not store full card details on our servers.
• We accept major credit and debit cards. A deposit (partial payment) or full payment may be required at the time of booking depending on the property's policy.
• If a payment fails, your reservation will not be confirmed until successful payment is received.
• Some properties accept payment on arrival — this will be clearly indicated during checkout.

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4. CANCELLATION POLICY

Cancellation terms vary by property and are clearly displayed on the listing before you confirm a booking. The general framework is:

FREE CANCELLATION WINDOW
Each property defines a number of days before check-in during which you may cancel for a full refund of your deposit.

LATE CANCELLATION
If you cancel after the free-cancellation window, the property may retain all or part of your deposit. The exact charge is shown on the listing at the time of booking.

REFUND PROCESSING
Approved refunds are returned to your original payment method within 5–14 business days, depending on your bank or card issuer.

FORCE MAJEURE
In cases of natural disaster, government travel restrictions, or other extraordinary circumstances, we will work with properties to offer date changes or credits where possible.

NON-REFUNDABLE BOOKINGS
Some properties offer discounted non-refundable rates. These are clearly labelled and cannot be refunded under any circumstance once booked.

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5. NO-SHOW POLICY

• A no-show occurs when a guest does not arrive on the check-in date without prior cancellation.
• In the event of a no-show, the property may charge a fee up to the full value of the first night or the entire stay, according to their stated no-show policy visible on the listing.
• If you believe a no-show was recorded in error (e.g. due to a flight delay or travel disruption), contact the property directly as soon as possible and copy us at [email protected].

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6. HOW TO CANCEL A RESERVATION

To cancel a reservation made through Book Nusa, follow these steps:

Step 1 — Log in to your account at booknusa.com.
Step 2 — Go to "My Reservations" and find the booking you wish to cancel.
Step 3 — Click "Cancel Reservation" and follow the on-screen prompts.
Step 4 — You will receive a cancellation confirmation email. Keep this for your records.
Step 5 — If a refund is due under the property's policy, it will be processed within 5–14 business days.

If you are unable to cancel online, contact us at [email protected] or via WhatsApp and we will assist you promptly.

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7. HOW TO CONTACT THE PROPERTY

Each property listing includes direct contact details. You can reach the property:

• Via the messaging feature in your booking confirmation email — simply reply to any email sent from the property through our platform.
• By WhatsApp, using the number listed on the property page (if available).
• By calling or emailing the property directly using the contact details provided in your confirmation email.

For urgent matters such as a late arrival, early check-in request, or special arrangements, we recommend contacting the property directly using the details in your confirmation.

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8. USER ACCOUNTS

• You are responsible for maintaining the confidentiality of your account credentials.
• You agree to provide accurate and up-to-date information when creating or updating your account.
• We reserve the right to suspend or terminate accounts that violate these Terms.

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9. PROHIBITED CONDUCT

You agree not to:
• Make false, speculative, or fraudulent bookings.
• Use the platform for any unlawful purpose.
• Scrape, crawl, or extract data from the platform without our written permission.
• Attempt to circumvent or interfere with security features of the site.

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10. INTELLECTUAL PROPERTY

All content on Book Nusa — including text, images, logos, and software — is the property of Book Nusa or its licensors. You may not reproduce, distribute, or create derivative works without our express written consent.

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11. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Book Nusa is not liable for any indirect, incidental, special, or consequential damages arising from your use of the platform or any accommodation booked through it. Our total liability shall not exceed the amount paid for the booking in dispute.

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12. GOVERNING LAW

These Terms are governed by the laws of the Republic of Indonesia. Any disputes shall be resolved in the courts of Bali, Indonesia, unless otherwise required by mandatory consumer-protection law in your jurisdiction.

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13. CHANGES TO THESE TERMS

We may update these Terms from time to time. Material changes will be communicated by email or a notice on the site. Continued use of the platform after changes take effect constitutes your acceptance of the updated Terms.

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14. CONTACT US

For questions, concerns, or feedback about these Terms of Service, please contact us:

Email: [email protected]
WhatsApp: Available via the link on booknusa.com

We aim to respond to all enquiries within 2 business days.