Refund policy

1. Summary

Every payment on DAMPIER is made in full upfront through Midtrans, or through PayPal in US dollars where that option is offered. What comes back to you depends on who cancels, the type of service, and the rate you chose when booking.

• If the partner cannot accept your booking and there is no suitable alternative, you get 100% back.
• Stays on the Flexible rate can be cancelled by you up to 7 days before check-in, with the base price refunded.
• Stays on the Standard and Reschedulable rates cannot be cancelled for a refund.
• Trips, diving, boats, transport, and rentals follow the cancellation windows in section 4.
• Fast boat tickets cannot be cancelled once they have been bought.
• Refunds are completed within 60 working days of approval.

2. If the partner cannot host you, 100% back

Once your payment arrives, your request is passed to the business owner. If the dates are not available, within 24 hours we offer another place on the same dates or other dates, and you have 48 hours to choose.

• If none of the offers suits you, you can ask for 100% of your money back directly from the booking page.
• If we do not send an offer within 24 hours, or you do not choose within 48 hours, you get 100% back automatically.
• If the partner cancels an accepted booking, including a boat that cannot leave because of weather or safety, and you do not take a replacement, you get 100% back.

A 100% refund means everything you paid comes back, including the rate surcharge and add-ons.

3. Homestays and resorts

For homestays and resorts you choose one of three rates before paying. The rules are shown again on the booking sheet, with the exact deadline, before you press pay.

• Standard. The lowest price. It cannot be cancelled for a refund, and the dates cannot be changed.
• Reschedulable. The Standard room price plus 10%. The dates can be changed once, but the booking cannot be cancelled for a refund.
• Flexible. The Standard room price plus 20%. You can cancel it yourself from the booking page up to 7 days before check-in, and the dates can be changed once.

When a Flexible booking is cancelled, the base price comes back, which is what you paid minus the Flexible surcharge. The surcharge is collected to cover the cost of cancellation, so it is not refunded. Add-ons such as the boat pickup from Waisai are refunded in full. The exact amount is shown on the booking page before you confirm the cancellation.

After 7 days before check-in, or if you do not show up, the booking cannot be cancelled for a refund, whatever the rate.

Some listings use their own surcharge, and not every listing offers all three rates. What applies to your booking is what the booking sheet showed and what is saved in your booking.

4. Trips, diving, boats, transport, and rentals

For services other than stays and boat tickets, a cancellation by the guest is counted from the service date.

• More than 14 days before, a full refund.
• 7–14 days before, a 50% refund.
• Less than 7 days before, or a no-show, no refund.
• If the boat cannot leave because of weather or safety, a full refund.

To cancel these services, contact the DAMPIER team on WhatsApp +62 8251 - 9084 - 9237 or by email at rajaampat@thedampier.com with your booking code. The count uses the date we receive your request.

5. Sorong–Waisai fast boat tickets

The DAMPIER team buys the tickets after your payment arrives. Tickets that have been bought cannot be cancelled or refunded.

• If the seats at your chosen time are sold out, we offer the next departure. If that does not suit you, you get 100% back.
• If the boat does not depart, you get 100% back.
• Tickets left unused because you are late or do not come to the harbour are not refunded.

6. Unpaid requests

A request that has not been paid can be cancelled from the booking page at any time up to the check-in day, free of charge. The payment page is valid for 12 hours. After that the request expires, and nothing is charged.

7. How to request a refund

How you ask depends on the state of your booking.

• Flexible stays. Open the booking page from the link in your email or WhatsApp, press Cancel booking, and check the refund amount before you confirm.
• When the partner cannot host you. Choose Get 100% of my money back on the booking page, or simply wait, and the money comes back automatically after the deadline.
• Other services and special cases. Contact the DAMPIER team on WhatsApp +62 8251 - 9084 - 9237 or by email at rajaampat@thedampier.com with your booking code. We review it and tell you the decision by WhatsApp or email.

8. Where your money goes and how long it takes

Money goes back to the payment method you used, within 60 working days of the refund being approved.

• Credit or debit cards, GoPay, QRIS, ShopeePay, DANA, OVO, Google Pay, Akulaku, and Kredivo are refunded directly through Midtrans to the source of payment.
• Bank transfer by virtual account, Mandiri Bill, and payments at Indomaret or Alfamart stores are refunded by transfer. Our team contacts you on WhatsApp for the destination bank account or e-wallet.
• PayPal payments are refunded directly through PayPal to the PayPal account or card you used, in US dollars. The dollar amount is in proportion to the rupiah being returned, so a full refund means all the dollars you paid.
• Once we send it, the time to reach your account or card depends on your bank, usually 3 to 14 working days.

A refund is never larger than what you paid. It is calculated in rupiah, the same as the payment, so if your card uses another currency the amount that arrives can differ slightly because of the bank exchange rate. Discounts from vouchers are not paid out in cash.

9. Disputes and chargebacks

If something is wrong with your booking, please contact us first so we can sort it out quickly. If you file a dispute or chargeback with your bank after we have already refunded you, we send the proof of refund to the bank. The same money is not refunded twice.

10. Changes to this policy

We may update this policy, and the date above changes with it. Paid bookings keep the rules that applied when you booked, which are also saved in your booking.

11. Contact us

Questions about refunds can be sent on WhatsApp +62 8251 - 9084 - 9237 or by email at rajaampat@thedampier.com. Include your booking code starting with DMP so we can check it right away.