Last updated: 19 October 2026
1. Operator and Scope
Komodo Wild is a travel brand operated by PT Trans Gili Network.
These terms apply to booking requests, confirmed reservations, payments, cancellations, refunds, passenger information, pickup and connection arrangements, and issued e-tickets.
PT Trans Gili Network manages the booking and commercial arrangements, while onboard sailing operations are conducted by the designated vessel operator.
All bookings are subject to the terms accepted at the time of reservation and applicable Indonesian laws.
2. Booking Confirmation and Ticket Validity
Submitting a booking request does not automatically guarantee availability.
A booking is confirmed once availability has been accepted and the required deposit has been received and verified.
An issued e-ticket is valid for the passenger, departure date, accommodation category, and journey stated in the booking confirmation.
Passenger names must match valid identification documents. Tickets are non-transferable unless a passenger change is approved by Komodo Wild.
Guests must present their e-ticket and valid passport or identification document during check-in.
Komodo Wild may verify booking authenticity and investigate suspected fraudulent or unauthorized reservations in accordance with applicable law.
3. Deposit and Balance Payment
A 10% deposit of the total trip price is required to confirm a booking. The remaining 90% balance must be paid in full at check-in, before boarding the vessel on the scheduled departure date.
This payment structure applies to all new bookings, regardless of how far in advance the booking is made.
The remaining balance must be paid through the authorized payment arrangements communicated by Komodo Wild or to authorized personnel at check-in.
All applicable trip prices and mandatory charges will be disclosed before booking confirmation.
4. Payment Methods and Verification
Komodo Wild accepts online payments through DOKU and transfers through Wise / Revolut.
DOKU transactions are recognized only after successful verification through the payment system. A browser redirect or payment confirmation screen alone does not constitute verified payment.
Wise / Revolut transfers require manual verification by the Komodo Wild team.
Guests must use only official payment instructions provided by Komodo Wild.
Payment records are maintained to verify deposits, outstanding balances, and completed transactions and to prevent duplicate payment collection.
5. E-Ticket and Payment Status
An e-ticket may be issued after verification of the required deposit.
A deposit-paid ticket displays the total trip price, amount paid, and outstanding balance.
Once the remaining balance has been received and verified, the booking will be recorded as fully paid.
Guests should keep the latest issued e-ticket available for check-in and report any discrepancies before departure.
6. Journey Start, Pickup and Gili Connection
The journey-start instructions provided in the latest confirmed e-ticket or official booking communication apply.
Guests may begin their journey through a confirmed Lombok pickup, a connection from Gili Trawangan, Gili Meno, or Gili Air, or a designated meeting point at Bangsal.
Guests must be ready at the confirmed meeting location and reporting time.
Any changes to pickup locations or connection arrangements must be confirmed by Komodo Wild in advance.
Guests experiencing delays should contact Komodo Wild immediately.
All departure and reporting times are based on the applicable local time unless otherwise stated.
7. Cancellation and Refund Policy
Guests are entitled to a 100% refund of all payments received, including the booking deposit, when a cancellation request is received at least 72 hours before the scheduled departure time.
Cancellations received less than 72 hours before departure are non-refundable, and all payments already received, including the deposit, will be forfeited, except where applicable law requires otherwise.
The cancellation deadline is calculated using Central Indonesia Time (WITA, UTC+8).
Cancellation requests must be submitted through Komodo Wild's official email or WhatsApp channels. The time the request is received determines refund eligibility.
Eligible refunds will be processed within 7 business days after refund eligibility has been confirmed, subject to applicable law. The time required for funds to appear in the guest's account may also depend on the bank or payment provider.
Refunds will be returned through the original payment method whenever reasonably possible.
This cancellation policy applies to all bookings regardless of how far in advance the reservation is made, provided it was disclosed and agreed upon at the time of booking.
The non-refundable condition does not override mandatory consumer rights or applicable refund entitlements arising from cancellations by Komodo Wild or the vessel operator, failure to provide contracted services, or other legally protected circumstances.
8. Vessel and Operator Replacement
Komodo Wild reserves the right to arrange a replacement vessel and/or vessel operator when reasonably necessary due to adverse weather, sea conditions, safety concerns, technical issues, vessel availability, port authority instructions, operational disruptions, or other legitimate operational circumstances.
All replacement vessels and operators must comply with applicable maritime safety and operational requirements.
Equivalent Class Replacement
Where a replacement vessel provides the same accommodation class with comparable essential facilities, safety standards, and overall service quality, the replacement will be arranged at no additional charge.
Higher Class Replacement
Where an equivalent-class vessel is unavailable, Komodo Wild may offer a higher-class vessel. Any additional price difference must be clearly communicated and agreed upon by the guest before the replacement is confirmed.
The guest will only be required to pay the agreed price difference if they voluntarily accept the higher-class option.
Lower Class Replacement
Where only a lower-class vessel is available, Komodo Wild may offer the alternative with an appropriate price reduction or refund of the applicable difference.
The guest must be informed of any differences in accommodation, facilities, and services before accepting the replacement.
Guest Choice and Notification
Guests are not required to accept a replacement involving additional charges or a material reduction in the confirmed services.
If an acceptable replacement cannot be arranged, Komodo Wild will offer appropriate alternatives, including rescheduling or an applicable refund, in accordance with these terms and applicable law.
Guests will be informed of any confirmed vessel or operator replacement as soon as reasonably practicable.
Replacement of a vessel or operator does not eliminate PT Trans Gili Network's applicable booking, payment, or commercial responsibilities.
9. Itinerary, Weather and Operational Changes
The published itinerary represents the intended sailing journey.
Sailing schedules, route order, visiting locations, pickup timing, and activities may be adjusted when reasonably necessary due to weather, sea conditions, national park requirements, harbor instructions, safety considerations, or legitimate operational circumstances.
Guest and crew safety always takes priority over the published itinerary.
Wildlife encounters, including whale shark sightings, involve wild animals in their natural habitat and cannot be guaranteed.
Komodo Wild will communicate material changes affecting the confirmed journey as soon as reasonably practicable.
Material changes will be handled fairly in accordance with the booking agreement and applicable consumer rights.
Operational flexibility does not authorize an unjustified reduction of the essential services purchased by the guest.
10. Guest Responsibility, Check-in and Onboard Authority
Guests are responsible for providing accurate passenger and contact information, carrying valid identification, arriving at the confirmed journey-start location on time, and following reasonable safety instructions.
Guests are encouraged to arrange suitable personal travel insurance unless coverage is expressly included in their booking.
Check-in and boarding procedures are managed by the designated vessel operator at the confirmed departure point.
Once onboard, the captain has operational authority over vessel navigation, route decisions, and safety.
Guests must follow reasonable instructions issued by the captain, crew, and guides.
PT Trans Gili Network remains responsible for its applicable booking, payment, cancellation, refund, and commercial obligations.
Onboard operational decisions do not automatically remove or transfer these responsibilities.
Guests experiencing service-related issues should notify the crew and contact Komodo Wild so the matter can be documented and addressed.
11. Personal Data and Booking Security
Komodo Wild processes passenger information for booking administration, payment verification, travel coordination, passenger manifests, safety requirements, and applicable legal obligations.
Necessary passenger information may be shared with the designated vessel operator and relevant service providers for legitimate operational purposes.
Personal data will be handled in accordance with applicable Indonesian data protection laws and the Komodo Wild Privacy Notice.
Fraudulent bookings, unauthorized ticket resale, and misuse of booking or payment systems are prohibited.
Komodo Wild may investigate suspicious reservations and take appropriate action consistent with applicable law and the guest's contractual rights.
12. Changes to These Terms
Komodo Wild may update these terms to reflect operational requirements, service improvements, or changes in applicable laws and regulations.
Updated terms will be published through official Komodo Wild channels.
The terms applicable to an already confirmed booking will not be materially changed to the guest's disadvantage without an appropriate legal basis or the guest's agreement where required.
13. Customer Support and Complaints
Guests may contact Komodo Wild regarding booking confirmations, payments, cancellations, refunds, itinerary changes, vessel replacements, or service concerns.
Komodo Wild will review complaints fairly and communicate the available resolution options.
Guests retain their rights under applicable Indonesian consumer protection laws.
14. Governing Law and Consumer Rights
These terms are governed by the applicable laws of the Republic of Indonesia.
Nothing in these terms excludes or limits mandatory consumer rights, maritime safety obligations, or legal liabilities that cannot lawfully be excluded.
15. Official Contact
Komodo Wild — PT Trans Gili Network
Website: https://www.komodowild.com
Email: hello@komodowild.com
WhatsApp: +62 878-4924-7812