1. Scope and interpretation
1.1 This Cancellation and Refund Policy (the “Policy”) applies to every Booking with IVNO Group LLC, trading as The Soul Seeds (the “Company”). It forms part of the Booking Terms and Conditions (the “Terms”).
1.2 Capitalised terms not defined in this Policy have the meaning given to them in the Terms. In the event of inconsistency between this Policy and the Terms, this Policy prevails in relation to cancellations and refunds.
1.3 This Policy applies in the version in force on the date of the Booking Confirmation.
2. Notice of cancellation or amendment
2.1 Any cancellation or amendment must be requested in writing by email to info@thesoulseeds.com or by WhatsApp to +62 881 037 994 797, stating the booking reference.
2.2 A cancellation takes effect on the date and time it is received by the Company. The Company confirms each cancellation in writing.
2.3 All times are local time at the destination. In Bali, local time is Central Indonesia Time (WITA, UTC+8).
3. Experiences
3.1 The following refunds apply to the cancellation of an Experience by the Customer:
| Time of cancellation | Refund |
|---|---|
| 24 hours or more before the scheduled start time | 100% of the Price |
| Less than 24 hours before the scheduled start time | Nil |
| Non-attendance | Nil |
| Booking made less than 24 hours before the scheduled start time | Nil |
3.2 Change of date or time. A change of date or time is permitted without charge if requested at least 24 hours before the scheduled start time, subject to availability. A request received less than 24 hours before the start time is treated as a cancellation.
3.3 Late arrival. Where the Customer arrives late, the Company may shorten the Experience to the remaining scheduled time, without refund. A Customer who is more than 30 minutes late without prior notice is treated as not having attended.
3.4 Extras and transfers. Extras and transfers booked with an Experience are subject to the same rules as that Experience.
3.5 Groups and private events. Bookings for 8 or more persons and private events may be subject to specific conditions, which are communicated before payment and prevail over this clause 3.
3.6 Cancellation by the Company. Where the Company cancels an Experience for reasons of safety, weather, ceremony or community events, or the unavailability of a practitioner, the Customer may choose a new date or a refund of 100% of the amounts paid for that Experience, including extras. An Experience that can be conducted safely in the prevailing weather conditions is not cancelled, and clause 3.1 applies.
4. Experience Concepts
4.1 The reservation deposit for an Experience Concept is non-refundable.
4.2 Any Non-Refundable Component of an Experience Concept is non-refundable once booked.
4.3 The balance of the Price of an Experience Concept is subject to clause 3.
5. Trips
5.1 Payment schedule. Unless otherwise stated in the payment schedule, the Price of a Trip is payable as follows: 10% as Design Deposit; 20% on approval of the Trip Design; and 70% no later than 30 days before the Arrival Date.
5.2 Before approval of the Trip Design. The Customer may withdraw at any time before approval of the Trip Design. The Design Deposit is non-refundable. The Design Deposit is refunded in full only where the Company is unable to deliver a Trip Design, including where no availability exists for the requested dates and the Customer does not accept an alternative.
5.3 After approval of the Trip Design. The following cancellation charges apply, calculated on the Price:
| Time of cancellation | Cancellation charge |
|---|---|
| Up to 31 days before the Arrival Date | 30% |
| From 30 to 15 days before the Arrival Date | 75% |
| 14 days or less before the Arrival Date, or non-attendance | 100% |
5.4 The Company retains the applicable cancellation charge from the amounts paid and refunds any balance. Where the amounts paid are less than the cancellation charge, the difference is payable by the Customer within 14 days of the Company’s written demand.
5.5 Non-Refundable Components. Components identified as non-refundable in the Trip Design, including certain accommodation rates, domestic flights, boat charters and event tickets, are payable in full upon any cancellation, irrespective of the time of cancellation and even where their value exceeds the charge in clause 5.3.
5.6 Change of travel dates. The Customer may change the travel dates of a Trip once, without the administration fee, by written request received more than 60 days before the Arrival Date. All amounts paid are transferred to the new dates, which must fall within 12 months of the original Arrival Date. Any charges imposed by Local Operators and any difference in Price are payable by the Customer. Any subsequent change, and any change requested 60 days or less before the Arrival Date, is treated as a cancellation under clause 5.3.
5.7 Partial cancellation. Where one or more Travellers cancel, the cancellation charges apply to the portion of the Price attributable to them. The Price payable by the remaining Travellers may be adjusted, including for single occupancy, and the Company notifies the adjustment before applying it.
5.8 Unused Services. No refund is due for any Service not used after the Trip has commenced, including by reason of late arrival, early departure or voluntary non-participation, except to the extent that the Company recovers the value of that Service from the relevant Local Operator.
5.9 Changes, cancellation by the Company and Force Majeure. Clauses 10 and 12 of the Terms apply.
5.10 Charges not a penalty. The cancellation charges in this Policy represent a genuine and reasonable pre-estimate of the costs and losses that the Company incurs as a result of a cancellation and do not constitute a penalty.
6. Refund procedure
6.1 Card payments are refunded to the card used for payment within 5 business days of the Company’s written confirmation of the refund. The time taken for the refund to appear on the Customer’s statement depends on the card issuer.
6.2 Bank transfers are refunded to the account from which the payment was made within 10 business days of the Company’s written confirmation of the refund. Charges levied by the receiving or intermediary banks are borne by the Customer.
6.3 Refunds are made in the currency and for the amount received by the Company. The Company is not liable for differences arising from exchange rate movements or for fees charged by the Customer’s bank or card issuer.
6.4 The Company does not deduct its card processing fees from refunds.
6.5 Refunds are made only to the person who made the payment, unless the law requires otherwise.
7. Payment disputes
7.1 Clause 22 of the Terms applies to chargebacks and payment disputes. Any amount recovered by the Customer through a chargeback is treated as a refund made under this Policy.
8. Bookings through third-party platforms
8.1 Bookings made through third-party platforms, including GetYourGuide, Airbnb and Viator, are subject to the cancellation and refund policy of the relevant platform. Cancellations must be made through that platform.
9. Travel insurance
9.1 The Customer is advised to hold travel insurance with cancellation cover, which may reimburse cancellation charges in circumstances covered by the policy. For Trips, travel insurance is a condition of the Booking in accordance with clause 16 of the Terms.
10. Statutory rights
10.1 This Policy governs cancellations and changes requested by the Customer and does not limit any right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law. In the event of a major failure of a service, the Customer is entitled to cancel the contract and to a refund for the unused portion, or to compensation for its reduced value, and to compensation for any other reasonably foreseeable loss or damage.
11. Contact
IVNO Group LLC, trading as The Soul Seeds. 30 N Gould St Ste N, Sheridan, WY 82801, United States of America. Email: info@thesoulseeds.com. WhatsApp: +62 881 037 994 797.