Frequently Asked Question

Information We Collect

We may collect the following information:

Personal Information

• Full name
• Email address
• Phone number
• Country of residence
• Billing information
• Booking details and travel preferences

Account Information

• Login credentials
• Account preferences
• Booking history

Technical Information

• IP address
• Browser type
• Device information
• Operating system
• Website usage data
• Cookies and tracking technologies

Merchant Information

If you register your business on Rajaprana, we may collect:

• Business name
• Contact person
• Business address
• Business license information
• Banking and payment information

How We Use Your Information

We use your information to:

• Process bookings and reservations
• Provide customer support
• Confirm appointments and transactions
• Communicate important service updates
• Improve our website and services
• Prevent fraud and unauthorized activities
• Comply with legal and regulatory obligations
• Send promotional communications where permitted by law

Sharing of Information

We may share your information with:

Service Providers and Merchants

To fulfill your booking, we may share relevant booking details with the merchant, spa, activity provider, hotel, or experience operator you selected.

Payment Providers

Information necessary to process payments may be shared with secure payment gateways and financial institutions.

Legal Authorities

We may disclose information when required by law, court order, or governmental request.

Business Transfers

In the event of a merger, acquisition, restructuring, or sale of assets, user information may be transferred as part of the transaction.

We do not sell personal information to third parties.

Data Retention

We retain personal information only for as long as necessary to:

• Provide our services
• Fulfill contractual obligations
• Resolve disputes
• Comply with legal, accounting, and regulatory requirements

When information is no longer required, it will be securely deleted or anonymized.

Cookies and Tracking Technologies

Rajaprana uses cookies and similar technologies to:

• Improve website functionality
• Remember user preferences
• Analyze website performance
• Enhance user experience
• Support marketing and advertising activities

Users may control cookie settings through their browser preferences.

Data Security

We implement reasonable administrative, technical, and organizational safeguards designed to protect personal information against:

• Unauthorized access
• Loss or theft
• Misuse
• Alteration
• Disclosure

While we strive to protect personal information, no method of transmission or storage can be guaranteed to be completely secure.

Your Privacy Rights

Depending on your jurisdiction, you may have rights to:

• Access your personal data
• Correct inaccurate information
• Request deletion of your information
• Restrict processing
• Object to certain uses of data
• Withdraw consent where applicable
• Request a copy of your data

To exercise these rights, please contact us using the details below.

International Users and GDPR Compliance

Rajaprana is committed to handling personal information in accordance with applicable privacy laws, including the General Data Protection Regulation (GDPR) where applicable.

If you are located in the European Economic Area (EEA), you may have additional rights under GDPR, including rights relating to access, correction, deletion, portability, restriction, and objection to processing.

Third-Party Services

Our website may contain links to third-party websites, payment providers, social media platforms, and merchant websites. We are not responsible for the privacy practices of third parties and encourage users to review their respective privacy policies.

Children's Privacy

Rajaprana services are not directed toward children under the age of 13. We do not knowingly collect personal information from children without appropriate parental consent.

Changes to This Privacy Policy

We may update this Privacy Policy periodically. Any updates will be published on this page together with the revised effective date.

Continued use of our services after changes become effective constitutes acceptance of the updated Privacy Policy.

Contact Information

PT Kirana Bali Wisata
Rajaprana.com

• Address: Jl. Bypass Ngurah Rai, Pesanggaran, Pedungan, Denpasar Selatan, Bali 80223, Indonesia
• Email: info@rajaprana.com
• Phone: +62 813-5365-6009
• Website: Rajaprana.com

About Rajaprana

Rajaprana is an online reservation platform that connects customers with merchants offering products and services including but not limited to:

• Spa and wellness treatments
• Restaurants
• Activities and attractions
• Cruises and marine activities
• Tours and experiences
• Hospitality and leisure services
• Other travel-related products and services

Rajaprana acts as a facilitator between customers and merchants and is not the direct provider of the services listed unless explicitly stated otherwise.

User Eligibility

By using the Platform, you represent and warrant that:

• You are at least 18 years old or have legal authority to enter into agreements.
• The information you provide is accurate and complete.
• You will use the Platform only for lawful purposes.

Reservations and Bookings

All bookings are subject to:

• Availability of the selected service.
• Merchant confirmation where applicable.
• Successful completion of payment (when prepayment is required).

Rajaprana reserves the right to reject or cancel bookings in cases of:

• Pricing errors.
• Fraudulent activity.
• Technical errors.
• Merchant unavailability.

Pricing

Prices displayed on the Platform are generally provided by merchants. Prices may include:

• Taxes
• Service charges
• Fees

These may be included in the displayed price or shown separately depending on merchant configuration and applicable regulations. Rajaprana and merchants reserve the right to modify pricing at any time before a booking is confirmed.

Payment Methods

Rajaprana supports multiple payment methods depending on merchant settings.

A. Pay at Property / Pay Directly to Merchant

Certain merchants allow customers to pay directly at the location of service. For such bookings:

• Payment responsibility lies directly between the customer and the merchant.
• Rajaprana acts solely as a reservation facilitator.
• Additional charges imposed by the merchant may apply if disclosed during booking.

B. Online Payments

Certain bookings require advance payment through integrated payment services. Rajaprana currently supports payment processing through:

• DOKU
• REDDOT Payment
• Other authorized payment providers that may be added from time to time

By making an online payment, users agree to comply with the applicable terms and policies of the payment provider used. Rajaprana does not store complete credit card information on its servers.

Cancellations and Refunds

Cancellation and refund policies vary by merchant and booking type. Before completing a reservation, users are responsible for reviewing the applicable cancellation policy displayed during checkout.

Refund eligibility may depend on:

• Merchant policy
• Booking conditions
• Timing of cancellation
• Payment method used

Where applicable, approved refunds may require several business days to be processed by banks or payment providers. Transaction fees charged by payment providers may be non-refundable where permitted by law.

Merchant Responsibilities

Merchants are solely responsible for:

• Accuracy of listings.
• Product descriptions.
• Pricing information.
• Service delivery.
• Operational compliance.
• Licenses and permits.

Rajaprana does not guarantee the quality, safety, legality, or suitability of merchant services.

User Responsibilities

Users agree not to:

• Submit false information.
• Engage in fraudulent bookings.
• Attempt unauthorized access to the Platform.
• Interfere with website operations.
• Violate applicable laws and regulations.

Modifications and Service Availability

Rajaprana may:

• Modify website functionality.
• Add or remove features.
• Suspend services temporarily.
• Perform maintenance activities.

We do not guarantee uninterrupted access to the Platform.

Intellectual Property

All content on Rajaprana.com, including but not limited to:

• Logos
• Branding
• Website design
• Text
• Images
• Software
• Databases

are owned by or licensed to PT Kirana Bali Wisata and protected by applicable intellectual property laws. No content may be copied, reproduced, distributed, or used without prior written permission.

Limitation of Liability

To the maximum extent permitted by law, PT Kirana Bali Wisata and Rajaprana shall not be liable for:

• Indirect damages.
• Consequential losses.
• Loss of profits.
• Business interruption.
• Personal injury.
• Property damage.
• Merchant service failures.

Rajaprana's role is limited to facilitating reservations and payment processing where applicable.

Force Majeure

Rajaprana shall not be liable for failure or delay resulting from circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Pandemics
• Government restrictions
• Internet outages
• Payment network failures
• Civil unrest
• Acts of God

Privacy

Your use of the Platform is also governed by our Privacy Policy. By using Rajaprana, you consent to the collection and processing of information as described in the Privacy Policy.

Governing Law

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

Any dispute arising from the use of Rajaprana shall first be resolved through good-faith negotiation. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of Indonesia.

Contact Information

PT Kirana Bali Wisata
Rajaprana.com

• Address: Jl. Bypass Ngurah Rai, Pesanggaran, Pedungan, Denpasar Selatan, Bali 80223, Indonesia
• Email: info@rajaprana.com
• Phone: +62 813-5365-6009
• Website: https://rajaprana.com

General Policy

Rajaprana acts as a reservation platform connecting customers with independent merchants, including hotels, villas, spas, wellness providers, activity operators, cruise operators, restaurants, and other travel-related service providers.

Refund eligibility is subject to:

• The cancellation policy of the respective Property or Merchant.
• The payment method used during booking.
• The timing of the cancellation request.
• Applicable banking and payment provider procedures.

Payments Made Directly at the Property

For reservations where payment is made directly to the Property or Merchant ("Pay at Property"):

• Rajaprana does not collect or process the payment.
• Any cancellation, refund, dispute, or compensation request must be handled directly between the customer and the Property.
• The Property is solely responsible for determining refund eligibility and processing any applicable refund.

PT Kirana Bali Wisata and Rajaprana shall not be responsible for refunds relating to payments that were not processed through Rajaprana-managed payment systems.

Payments Processed Through Merchant-Owned Payment Gateways

Some merchants may utilize their own payment gateway or payment processing system while accepting bookings through Rajaprana. In such cases:

• Payment transactions are processed directly by the Merchant or the Merchant's payment provider.
• Refund requests must be submitted directly to the Merchant.
• The Merchant is solely responsible for approving, rejecting, and processing refunds.
• Rajaprana does not control the refund process and is not responsible for delays or disputes arising from such transactions.

Payments Processed Through Rajaprana Payment Systems

For bookings paid through payment gateways operated or managed by PT Kirana Bali Wisata on behalf of Rajaprana, including but not limited to:

• DOKU
• REDDOT Payment
• Other payment providers integrated directly with Rajaprana

Refund requests will be processed in accordance with:

• The cancellation policy applicable to the booked service.
• The merchant's approval where required.
• Applicable payment provider regulations.
• Banking and financial institution procedures.

Refund Approval

A refund may be approved if:

• The booking qualifies under the applicable cancellation policy.
• The merchant confirms the refund request where necessary.
• The transaction is verified by Rajaprana and/or the payment provider.

Refund requests that do not meet the applicable cancellation policy may be denied.

Refund Processing Time

Once a refund has been approved:

• Rajaprana will initiate the refund through the original payment channel whenever possible.
• Processing times may vary depending on the payment provider, issuing bank, card network, e-wallet provider, or financial institution involved.

Estimated processing times may range from 7 to 30 business days. In some cases, processing may take longer due to circumstances beyond Rajaprana's control. Rajaprana cannot guarantee the exact date on which refunded funds will appear in the customer's account.

Non-Refundable Fees

Where permitted by law and disclosed during booking, the following may be non-refundable:

• Administrative fees
• Processing fees
• Bank charges
• Payment gateway transaction fees
• Currency conversion fees

No-Show Policy

If a customer fails to attend, arrive, check in, or use the booked service without prior cancellation ("No-Show"), the booking may be treated as non-refundable according to the applicable merchant policy.

Force Majeure

Refunds relating to circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Extreme weather
• Government restrictions
• Pandemics
• Transportation disruptions
• Civil unrest

shall be handled in accordance with the merchant's policy and applicable regulations.

Chargebacks and Payment Disputes

Customers are encouraged to contact Rajaprana and/or the relevant Merchant before initiating a chargeback or payment dispute through their bank or payment provider.

Rajaprana reserves the right to provide transaction records and booking information to payment providers, banks, or dispute resolution authorities when necessary.

Contact Information

For bookings processed through Rajaprana-managed payment systems, refund inquiries may be directed to:

PT Kirana Bali Wisata
Rajaprana.com

• Address: Jl. Bypass Ngurah Rai, Pesanggaran, Pedungan, Denpasar Selatan, Bali 80223, Indonesia
• Email: info@rajaprana.com
• Phone: +62 813-5365-6009
• Website: https://rajaprana.com

Customers are encouraged to review the cancellation policy displayed on each product or service page before completing a reservation.