Refund & Cancellation Policy

Read the Refund & Cancellation Policy of Rajaprana to understand how cancellations, refunds, and payment disputes are handled for bookings made through our platform.

Last Updated: June 2026

What is Rajaprana's general refund and cancellation policy?

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.

What happens if I paid directly at the property?

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.

What if the merchant used their own payment gateway?

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.

How are refunds handled for payments made through Rajaprana?

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.

When will my refund be approved?

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.

How long does a refund take to process?

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.

Are there any fees that are non-refundable?

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

What happens if I don't show up for my booking?

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.

What about refunds due to force majeure events?

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.

What should I do before initiating a chargeback?

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.

How can I contact Rajaprana for refund inquiries?

Contact Information

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

PT Kirana Bali Wisata
Rajaprana.com

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