1. Acceptance of Terms
By accessing or using The Luxury Bali platform ("Platform"), operated by The Luxury Leisure Group, a company registered in Indonesia ("Company", "we", "us"), you agree to these Terms of Service (the "Terms"). If you do not agree, do not use the Platform. These Terms are effective from 16 April 2026.
2. Role of the Platform
The Luxury Bali operates as an online travel agency (OTA) intermediary, facilitating reservations between guests and independent property hosts, yacht operators, helicopter charters, and experience providers. We are not the operator or owner of any property, yacht, or experience listed. Each booking is a direct contract between the guest and the host/operator; we act as a booking and payment intermediary.
The Platform is registered in Indonesia under KBLI 55130 (villa rental) and KBLI 79120 (travel agency), with applicable NIB (Nomor Induk Berusaha).
3. Eligibility
- You must be 18 years or older to use the Platform
- You must provide accurate, current, and complete information when creating an account or making a booking
- You agree that any booking is for yourself or for identified guests you are authorised to represent
4. Booking & Payment
4.1 Booking Confirmation
A booking is only confirmed when: (i) you receive a confirmation email with a TLB-XXXXXX reference code, and (ii) the required payment (deposit or full) has been successfully processed.
4.2 Pricing & Taxes
Displayed rates are in the currency of your choice (USD, IDR, EUR, GBP, SGD, AUD). Rates may include or exclude: cleaning fee, service charge, government tax (PPN 11%), and local tax (PB1 10%) depending on the property. The final breakdown is shown before payment. All applicable taxes are collected and remitted in accordance with Indonesian tax law.
4.3 Payment Methods
We accept Indonesian bank transfers (VA), QRIS, e-wallets (OVO, GoPay, DANA, ShopeePay, LinkAja), and major credit cards (Visa, Mastercard, Amex, JCB). Payment processing is handled by PCI-DSS Level 1 certified partners (Xendit for IDR, Stripe for international cards).
4.4 Security Deposit
Some properties require a refundable security deposit (USD 200–2,000) pre-authorised on check-in. It is released within 7 business days of check-out if no damage is reported.
5. Cancellation & Refunds
Each property is operated by a different villa-management company, so cancellation and refund terms vary between properties. The exact cancellation policy and any applicable cancellation fee for your stay are stated on your booking invoice, which is issued before payment is taken. Please refer to your invoice for the terms that apply to your specific booking.
Force majeure: Natural disasters (Mt Agung eruption, earthquake >6.0 within 50km), government closures, or declared pandemics may result in full refund or date shift at our discretion and in line with your travel insurance.
Approved refunds are processed to the original payment method within 30 business days. Cross-border bank transfers may take longer.
6. Guest Responsibilities
- Provide accurate personal and passport details for all guests
- Respect the property, staff, neighbours, and local customs (particularly around temples, ceremonies, and residential areas)
- Comply with house rules — no parties unless explicitly permitted, respect quiet hours, no additional guests beyond stated occupancy
- Report damages or incidents to the host within 24 hours
- Comply with Indonesian immigration and visa regulations
- Not engage in any illegal activity on the property (drugs, prostitution, violence)
7. Host Responsibilities
- Provide accurate descriptions, current photos, and working amenities
- Maintain the property in the condition advertised, with functional pool, A/C, hot water, and wifi
- Provide agreed staff presence (housekeeper, security, driver if applicable)
- Honour confirmed bookings; emergency cancellations (property damage, loss of permit) require offering equivalent alternative or full refund
- Hold valid NIB, KBLI, tax ID (NPWP), and insurance as required by Indonesian law
- Remit accurate data to TLB for tax reporting
8. Disputes Between Guest and Host
TLB facilitates resolution of disputes via our Resolution Centre. Report within 14 days of check-out. We may:
- Issue partial or full refund from funds held pre-payout to host
- Deduct compensation from host's next payout
- Remove a host from the Platform in cases of repeated or severe violations
Our decision is final for disputes under USD 5,000. Larger disputes may be escalated to arbitration (see Section 13).
9. Intellectual Property
All content on the Platform — text, design, photography (unless clearly credited to host), logos, code — is owned by The Luxury Leisure Group or licensed to us. You may not copy, reproduce, scrape, or commercially use our content without prior written consent. Hosts grant us a non-exclusive, worldwide licence to display their submitted content on the Platform and in our marketing.
10. Indemnity
You agree to indemnify and hold harmless The Luxury Leisure Group, its officers, employees, and agents from claims arising from: (a) your breach of these Terms, (b) your violation of applicable law, (c) damage you cause to a property or third party during your stay.
11. Termination
We may suspend or terminate your account immediately, without notice, for: breach of these Terms, fraudulent activity, abusive behaviour towards staff or hosts, or pattern of cancellations/disputes. Upon termination, active confirmed bookings are honoured; future access is revoked.
12. Consumer Protection
Consumers in Indonesia are protected under UU No. 8/1999 (Consumer Protection Law). EU consumers retain rights under applicable consumer law and may use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).
13. AI-Assisted Features
The Platform includes AI-powered features (concierge chat, villa recommendations, itinerary generation) powered by Anthropic Claude. AI responses are generated probabilistically and may contain inaccuracies. Always confirm specific details (availability, pricing, local conditions) with a human before making decisions. We do not use your booking data or messages to train third-party AI models.
14. Modifications to Terms
We may update these Terms. Material changes will be announced via email to active users and via Platform banner at least 30 days before taking effect. Continued use after that date signifies acceptance. If you disagree with changes, you may close your account and terminate active bookings per their cancellation policy.
15. Contact
- Email: info@theluxuryleisure.com
- Postal: The Luxury Leisure Group, Gianyar, Bali, Indonesia