01
Free Cancellation
- Cancel at least 24 hours before your pickup time — no fees apply.
- Online payments (credit card, bank transfer, e-wallet, QRIS) are refunded automatically via Xendit. Funds usually appear in 3–7 business days depending on your bank or card issuer.
- You will receive a confirmation via WhatsApp and email once the cancellation is processed.
You may cancel your booking free of charge up to 24 hours before your scheduled pickup time. A full refund will be issued automatically to your original payment method.
02
Late Cancellation (Less Than 24 Hours)
Cancellations made less than 24 hours before the scheduled pickup are generally not eligible for a refund, unless supported by a valid reason.
Valid reasons for late cancellation:
- Illness or medical emergency (medical documentation may be requested)
- Natural disaster or severe weather conditions in Bali
- Flight cancellation or significant delay by the airline
- Other force majeure events beyond your control
Please contact us via WhatsApp or email with supporting documentation. Our team will review your request and respond within 24 hours.
03
Cancellation by Mora Bali
In the rare event that Mora Bali must cancel a booking (e.g., due to vehicle issues, safety concerns, or extreme weather), you will be offered:
- A full refund to your original payment method, or
- An option to reschedule the service at no extra cost.
We will always notify you as soon as possible and work with you to find the best alternative.
04
Force Majeure
No refunds will be issued for cancellations or delays caused by events beyond our control, including but not limited to:
- Natural disasters (earthquakes, volcanic eruptions, floods, tsunamis)
- Road closures or blockades by authorities
- Government regulations, curfews, or travel restrictions
- Unforeseen emergencies or civil unrest
We will, however, make every effort to assist with rescheduling when possible.
05
Refund Process
How and when you receive your refund depends on the original payment method.
| Payment Method | Refund Process | Timeline |
|---|---|---|
| Credit Card / E-Wallet / QRIS | Automatic refund via Xendit to your original payment method | 3–7 business days (depending on bank/issuer) |
| Bank Transfer | Refund to your bank account via Xendit | 3–7 business days |
| Cash / EDC | No refund applicable (payment collected at pickup) | — |
Refund requests must include your booking code. You can request a refund via WhatsApp or email at booking@morabali.com. Processing time may vary depending on your payment provider, up to a maximum of 10 business days.
06
Third-Party / OTA Bookings
If your booking was made through an online travel agency (OTA) such as Klook, Viator, GetYourGuide, or Traveloka, their respective refund and cancellation policies apply.
- Please contact the OTA platform directly to request a refund or modification.
- Mora Bali cannot process refunds for bookings made through third-party platforms.
- For service-related issues on OTA bookings, you may still contact us directly and we will assist where possible.
07
Non-Refundable Services
Some services may be marked as non-refundable. These include:
- Special offers and promotional packages at discounted rates
- Last-minute bookings (made less than 2 hours before pickup)
- Custom or private tour packages with pre-arranged itineraries
Non-refundable conditions will always be clearly stated at the time of booking before payment is made.
08
Rescheduling
Need to change your pickup date or time? You can reschedule your booking once, free of charge.
- Each booking can be rescheduled up to 1 time, free of charge.
- Rescheduling must be requested at least 24 hours before the original pickup time.
- If you need to change your booking again after the first reschedule, please cancel the existing booking and create a new one. We limit reschedules to keep operations and audit trails clean for both you and our team.
09
No-Show Policy
If you do not show up at the scheduled pickup time and location without prior notice, the booking will be marked as a no-show and no refund will be issued. Our drivers wait up to 1 hour from your scheduled pickup time at the airport (to cover immigration and baggage), and up to 15 minutes at other pickup locations, before the booking is closed.
Need Help?
If you have questions about cancellations, refunds, or rescheduling, our team is available 24/7 via WhatsApp or email.
Mora Bali reserves the right to update this cancellation and refund policy at any time. Changes will be reflected on this page with an updated date. For bookings made prior to policy changes, the policy in effect at the time of booking applies.