Legal
Terms of Service
Operational terms for the Svarga Resort Lombok website, booking platform, and guest services. Governed by the laws of the Republic of Indonesia, including Undang-Undang No. 8 Tahun 1999 about Consumer Protection.
About These Terms
These Terms of Service ("Terms") govern your use of svargaresort.com, the booking flow, guest portal, and all related services operated by PT Svarga Resort Lombok ("we", "us", "the property"). By making a booking or using the platform, you agree to these Terms.
Eligibility
You must be at least 18 years old and able to enter into a binding contract under Indonesian law to make a reservation. By booking, you confirm that the information you provide is accurate and complete.
Booking Process
Reservations are made by selecting dates and rooms, providing guest information, agreeing to these Terms and the Privacy Policy, and completing payment within the specified window (default 24 hours). Bookings are confirmed only after the payment provider notifies us of successful settlement.
Rates, Taxes, and Service Charges
All published rates are in Indonesian Rupiah (IDR) and include 11% Pajak Pertambahan Nilai (PPN, per UU HPP 7/2021) and 10% hospitality service charge unless otherwise stated. Rates are subject to change for new bookings; existing confirmed bookings honor the rate at time of booking.
Payment and Confirmation
Payment is processed through certified payment gateways (Faspay, Midtrans). We accept virtual account, e-wallet, QRIS, retail outlets, and credit cards. Payment must be completed before the booking expiry shown at checkout. Failed or late payment results in automatic booking cancellation and inventory release.
Check-In and Check-Out
Check-in time: 3:00 PM local. Check-out time: 12:00 PM (noon) local. Guests must present valid government identification at check-in. Foreign guests must present a passport per Indonesian immigration regulations. Early check-in or late check-out is subject to availability and may incur additional charges.
Cancellation and Refund
Cancellation rules depend on the rate plan and any promotional terms attached to your booking. Refundable bookings cancelled before 14 days from check-in are fully refunded; cancellations within 7 days forfeit the deposit; no-shows forfeit the full amount. Non-refundable rate plans (e.g., LONGSTAY15) forfeit the deposit on any cancellation. See the Refund Policy for full details and dispute escalation.
House Rules
Guests are expected to comply with the property's house rules including respect for other guests, no smoking inside rooms, no illegal substances, no unauthorized pets, and adherence to pool, spa, and dining schedules. Violation may result in early termination of stay without refund.
Property Liability
We exercise reasonable care to provide safe accommodations. Personal belongings remain the responsibility of the guest; we recommend using the in-room safe for valuables. The property is not liable for indirect or consequential losses except as required by Indonesian consumer protection law.
Force Majeure
Neither party is liable for failures caused by events beyond reasonable control: natural disasters, government actions, civil unrest, pandemics, or failures of public utilities. In such cases we will work with you to reschedule or refund per the applicable rate plan.
Intellectual Property
Website content, photography, branding, and software are the property of PT Svarga Resort Lombok or used with permission. Personal-use viewing is permitted; commercial reproduction requires prior written consent.
Governing Law and Disputes
These Terms are governed by Indonesian law. Disputes are first addressed via direct communication with our reservations team. Unresolved disputes are submitted to BANI (Badan Arbitrase Nasional Indonesia) or the District Court of Mataram, at our discretion. Indonesian consumer protection rights are not waived by this clause.
Changes to These Terms
We may update these Terms as services evolve or as required by law. The version in effect at the time you make a booking governs that booking; future bookings are subject to the version published at booking time.
Contact
Questions about these Terms: reservations@svargaresort.com / +62 370 123 456 / Jalan Pantai Sira, Lombok Tengah, NTB 83573, Indonesia.