Legal

Refund Policy

Last updated: April 2026

In one line

All sales are final. Tickets are non-refundable once we have purchased them on your behalf. The only exception is if we are unable to secure your tickets — in which case we refund you in full.

Why all sales are final

The moment you confirm a booking, we purchase your official tickets directly from PT Taman Wisata Candi. Those tickets are issued in your name, for a specific date, and the operator does not take them back under any circumstances. Because we have already paid for them on your behalf, we cannot offer refunds or date changes.

This policy applies to every product on this site — sunrise, sunset, the Sunrise + Sunset Pack, Temple Structure, Prambanan, the Ramayana Ballet, the combo day tour, and any private transfer add-on.

The one exception: if we cannot secure your tickets

If for any reason we cannot purchase the tickets you have ordered — sold-out dates, an issue with the official booking system, or a problem with the passport details you provided — we will refund you in full within 24 hours and let you know by email. You do not need to do anything; the refund is automatic.

This is our service guarantee.

If your plans change

If something has changed and you cannot use your booking, email us at [email protected] as soon as possible with your order reference (format: BTC-XXXXXXX). We will do whatever we can to help — but please understand that we cannot guarantee a refund, a date change, or a name change. The official tickets are out of our hands once issued.

Things that are never refundable

  • Weather: the experience runs in all conditions. Cloud, rain, or poor visibility are not grounds for a refund.
  • Missed pickups or late arrivals: if you miss your scheduled pickup or arrive at the temple after your session, the ticket is forfeit.
  • Name mismatches: the name on your booking must match your passport exactly. If you are denied entry because the names do not match, no refund applies. Contact us immediately if you spot an error after booking.
  • Partial use: if you book the Sunrise + Sunset Pack and only attend one half, the unused half is not refundable.
  • Private transfers: transfer add-ons are non-refundable once we have dispatched a driver.

How to contact us

Email [email protected] and include:

  • Your order reference (format: BTC-XXXXXXX)
  • The name used when booking
  • What you would like us to help with

We typically respond within 2 hours during business hours (WIB / UTC+7).