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Cancellation policy

Overview

In general, cancellations and refunds for Betterplace reservations are governed by this policy. These terms apply to bookings for homes and to services arranged through us.

When a reservation is canceled within the timelines below, guests may receive a refund, credit, or other consideration. When a cancellation falls outside those timelines, the reservation is non-refundable unless stated otherwise.

This policy applies to:

  • Stays that are currently in progress
  • Stays with a check-in date on or after the effective date of this policy
  • Services with a scheduled start time (for example: airport pickup, private chef, in-villa breakfast, private driver, or tours booked through our partners)

This is not an insurance policy.

What This Policy Covers

The policy applies only if all of the following are true:

  • The reservation or service was confirmed by Betterplace
  • The property or service is in our operating area in Bali
  • The cancellation request is made by the guest or owner through a Betterplace contact channel

Covered Product Types

  • Homes

    Villas and apartments reserved through Betterplace

  • Concierge and Add-ons

    Airport transfers, in-villa breakfast, private drivers, chef service, etc.

  • Tours and Activities

    Experiences arranged by us with a listed operator.e


Cancellation Windows and Refunds

Time Zone

All dates and times in this policy use Bali time.

Homes

More than 60 days before check-in

  • We'll refund 80% of the total booking amount.
  • Ideal for guests whose plans change well in advance.

Between 30 and 60 days before check-in

  • You'll receive a 50% refund of the total booking amount.
  • A flexible middle-ground option for unexpected changes.

Between 14 and 30 days before check-in

  • A 30% refund of the total booking amount will be issued.

Less than 14 days before check-in

  • We're unable to offer a refund at this stage.
  • We encourage guests to reach out in special cases — we're always here to listen.

Processing fees, bank fees, and currency conversion differences are not refunded.

Cleaning Fees and Security Deposits

  • Cleaning fees are refunded if the stay does not happen.
  • A refundable security deposit of IDR 500,000 per room is collected on arrival. This is just to make sure everything stays in good shape.
  • The security deposit is released after checkout when there is no damage or rule violation.

Deposits and Balances

  • A deposit is due at booking. The typical range is 20%–50% of the total.
  • The remaining balance is due 14 to 30 days before check-in, as stated on the invoice.
  • If the balance is not paid on time, the booking can be canceled. In that case, the deposit is handled according to the refund window above.

Concierge and Add-ons

For add-on services like airport pickup, private driver, in-villa meals, etc.:

72 or more hours before service starts

  • Full refund.

24 to 71 hours before service starts

  • Fifty percent refund.

Less than 24 hours before service starts

  • Non-refundable.

Tours and Activities

  • If the tour/activity operator has stricter terms, the operator's terms apply.
  • If the operator's terms are not provided, the concierge timelines above apply.

What Is Refundable and What Is Not

Refundable

  • The total booking amount is within the correct window above.
  • Cleaning fees if the stay did not happen.
  • Security deposits are returned when there is no damage, no rule violation, and no claim is made.

Not Refundable

  • Card gateway and bank processing fees after capture.
  • Currency conversion differences.
  • Bank fees on wire or card refunds.
  • Third-party insurance costs or visa costs.

What Is Not Covered

We understand that plans can change for reasons outside your control. But if the situation is not covered by the timelines above, the reservation remains non-refundable unless the owner or partner agrees in writing.

Common Examples That Are Not Covered

  • Illness or injury of a guest, unless you booked a rate that explicitly includes a health exception.
  • Transportation issues such as airline insolvency, flight cancellations, or missed connections.
  • Government obligations, such as jury duty or court dates.
  • Non-binding advisories that do not prohibit travel.
  • Event cancellations when the property is still available to stay in.
  • Seasonal or expected weather that does not make the home unusable.

If your situation is not covered, we encourage guests and owners to work together on a solution. This can include a date change, a partial refund, or a credit. Any refund outside this policy is at the owner's discretion.

How to Request a Cancellation or Date Change

When you believe your cancellation qualifies under this policy:

  1. Prepare your booking ID, guest name, stay dates, and a short reason.
  2. Contact us through one of these channels:
    • Email: hello@betterplace.cc
    • WhatsApp: +62 813 7773 2003
  3. We will confirm your request within one business day.
  4. We review and reply with eligibility and next steps.
  5. If approved, we will process the refund within five business days. (Your bank or card provider may take extra time to release funds.)

Date Changes

  • One change is free if requested 14 or more days before check-in and if the home is available for the new dates.
  • The price for the new dates applies.
  • If the new dates cost less, we refund the difference under the original refund window.

How This Policy Affects Guests and Owners

Guests

  • If a cancellation is approved under this policy, you receive either
    • a refund to the original payment method, where possible, or
    • a credit (if you choose that option).
  • If there's already a payment dispute with your bank, refund processing may pause to avoid duplicate outcomes.

Owners and Partners

  • If you must cancel because the home is unavailable or unsafe, you can cancel without fees.
  • The calendar is blocked for the canceled dates.
  • There is no payout for canceled nights.
  • If a payout was already sent, the refunded amount will be withheld from future payouts.

Owners must cancel if:

  • the home is not habitable, or
  • the stay would be materially different from what was booked.

Failure to do so can lead to:

  • listing suspension,
  • cancellation of upcoming stays, and
  • refunds to guests until the home is ready.

House Rules

If a stay ends early because house rules or local laws were broken, it is non refundable.

Examples include: unregistered guests, parties without approval, smoking where prohibited, or pets where not allowed.

Examples

Guest cancels 75 days before check-in

  • 80% refund of the total booking amount.
  • Cleaning fee is refunded.
  • Processing fees are not refunded.

Guest cancels 45 days before check-in

  • 50% refund of the total booking amount.
  • Cleaning fee is refunded.
  • Processing fees are not refunded.

Guest cancels 22 days before check-in

  • 30% refund of the total booking amount.
  • Cleaning fee is refunded.
  • Processing fees are not refunded.

Guest cancels 5 days before check-in

  • Non refundable under the “less than 14 days” window.
  • You can still contact us to explain special circumstances.

Owner cancels 6 days before check-in

  • Guest receives a full refund.
  • We assist with a comparable rebooking.

Airport pickup canceled 30 hours before service

  • Fifty percent refund under concierge timelines.

Power outage for several hours during the day

  • Not automatically refundable.
  • If prolonged and severe, contact us during the stay. We can assess options such as a partial refund or credit.

Other Things to Be Aware Of

Time Zone

All times in this policy refer to Bali time.

Refund Route

Refunds go to the original payment method where possible. Bank transfers require a confirmed account name and number.

Exchange Rates

Currency movements can create differences between amounts paid and amounts refunded.

Privacy

Documents you share to support a request are stored only as needed to process the case and for compliance.

Governing Law

Indonesian law applies unless your invoice states a different governing law.

FAQs

Can I transfer my booking to another guest?

Yes, if the owner agrees and we receive full guest details in time. Security checks may apply.

What if I arrive and the home is not as described?

Contact us within 24 hours with photos or a short video. We will coordinate fixes, a partial refund, relocation, or cancellation, depending on the facts.

How long do refunds take to appear?

We process refunds within five business days after approval. Banks and card networks can take three to ten additional days to release funds.