Cancellation & Refund Policy
This Cancellation & Refund Policy explains the cancellation, refund, rescheduling, and credit conditions applicable to purchases made through aJourney.
aJourney is a brand operated by PT Awakening Journey Bali, a company registered in Indonesia.
Because aJourney offers both digital products and tour and travel experiences, different cancellation and refund conditions apply depending on the type of product or service purchased.
By completing a purchase or booking through ajourney.app, you acknowledge and agree to this Cancellation & Refund Policy, subject to any mandatory rights available to you under applicable law.
1. Digital Travel Guides and Digital Content
aJourney sells digital travel guides and may offer other digital products, premium content, memberships, bundles, or similar digital services.
Digital products may become available immediately or shortly after successful payment.
Because digital content can be accessed immediately after purchase, different refund conditions apply to digital products compared with physical goods or future tour services.
1.1 Refunds for Digital Products
Except where otherwise required by applicable law, purchases of digital travel guides, downloadable content, premium digital content, and other immediately accessible digital products are generally non-refundable once access to the purchased content has been provided.
This includes situations where:
- The digital guide has been made available through the customer’s account;
- Access to premium content has been activated;
- The customer has opened or accessed the purchased content;
- A download has been made available or completed;
- The digital product has otherwise been substantially delivered.
Please review the product description carefully before completing your purchase.
1.2 Duplicate Purchases
If you accidentally purchase the same digital product more than once using the same account or email address, please contact us.
Where we can reasonably verify that an unintended duplicate transaction occurred, we may refund the duplicate transaction.
1.3 Technical Problems
If you successfully pay for digital content but cannot access it because of a technical problem with aJourney, please contact us at:
We will first attempt to resolve the technical issue and restore access to the purchased content.
If we are unable to provide access to a digital product that you validly purchased, you may be eligible for a refund.
A temporary technical problem that can reasonably be resolved does not automatically entitle the customer to a refund.
1.4 Incorrect Digital Product
If, due to an error attributable to aJourney, you receive access to a digital product materially different from the one you purchased, please contact us.
We may provide the correct product, replace the incorrect access, or issue a refund where appropriate.
1.5 Change of Mind
Except where required by applicable consumer law, we generally do not provide refunds for digital products simply because:
- You changed your mind;
- You no longer intend to visit the destination;
- Your travel plans changed;
- You did not use the guide;
- You purchased the guide but later found similar information elsewhere;
- You did not fully review the product description before purchasing.
2. Digital Guide Information Changes
Travel information naturally changes over time.
Opening hours, entrance fees, transportation schedules, restaurant operations, attractions, visa requirements, local regulations, prices, accessibility, and other destination information may change after a guide is published.
aJourney makes reasonable efforts to provide useful and accurate travel information, but such changes do not normally make a digital guide eligible for a refund.
If we become aware of significant changes, we may update our guides where reasonably practical.
3. Tour and Experience Bookings
Different refund conditions apply to tours and experiences because reservations may require advance commitments to guides, transportation providers, venues, restaurants, entrance tickets, activity providers, and other suppliers.
The cancellation conditions displayed on the relevant tour page at the time of booking form part of your booking agreement.
Where a tour-specific cancellation policy differs from this general policy, the tour-specific conditions displayed before purchase will apply, subject to applicable law.
4. Customer Cancellation of a Tour
Unless different cancellation conditions are clearly stated on the relevant tour page, the following standard cancellation policy applies.
Cancellation More Than 7 Days Before the Tour
If you cancel more than 7 days before the scheduled starting time of the tour, you are eligible for a 100% refund of the amount paid to aJourney for the tour.
Cancellation Between 72 Hours and 7 Days Before the Tour
If you cancel between 72 hours and 7 days before the scheduled starting time, you are eligible for a 50% refund.
Alternatively, where operationally possible, we may offer the option to reschedule your booking to another available date.
Cancellation Less Than 72 Hours Before the Tour
Cancellations made less than 72 hours before the scheduled starting time are generally non-refundable.
At this stage, aJourney may already have incurred costs relating to transportation, guides, venues, meals, entrance fees, suppliers, or other arrangements.
Where possible, we may offer rescheduling or account credit at our discretion, but this cannot be guaranteed.
5. No-Shows
If you fail to arrive at the stated meeting point at the specified time without notifying us, your booking will be considered a no-show.
No-shows are generally non-refundable.
This also applies where a participant misses a tour because of:
- Oversleeping;
- Incorrectly remembered meeting times;
- Personal transportation delays;
- Traffic that could reasonably have been anticipated;
- Failure to reach the meeting point;
- Failure to check booking information;
- Other circumstances attributable to the participant.
We strongly recommend allowing sufficient travel time to reach the meeting point.
6. Late Arrival
Tours may operate according to a fixed itinerary and schedule.
We cannot guarantee that a tour can wait for participants who arrive late.
If you arrive late and the tour has already departed, this may be treated as a no-show and may not qualify for a refund.
If possible, contact us immediately if you believe you will be late.
7. Rescheduling by the Customer
Where operationally possible, we may allow a tour booking to be moved to another available date.
Rescheduling is subject to:
- Availability;
- The type of tour;
- Supplier availability;
- The amount of notice provided;
- Any non-refundable costs already incurred.
Requests made more than 72 hours before the scheduled tour are more likely to be accommodated.
A rescheduling request is not confirmed until you receive confirmation from aJourney.
Price differences may apply if the replacement date or service has a different price.
8. Cancellation by aJourney
In rare circumstances, aJourney may need to cancel a tour or experience.
This may occur because of:
- Safety concerns;
- Severe weather;
- Natural disasters;
- Volcanic activity;
- Government restrictions;
- Road closures;
- Temple or attraction closures;
- Local ceremonies;
- Insufficient operational availability;
- Guide or transportation problems;
- Other circumstances that make it impossible or unreasonable to operate the tour.
If aJourney cancels the entire tour and we cannot provide a suitable alternative, customers will normally be offered one of the following:
- A full refund;
- Rescheduling to another available date; or
- Account credit for future use.
Where aJourney cancels a tour, the customer will not be charged a cancellation fee.
9. Changes to Tour Itineraries
Travel experiences can sometimes be affected by circumstances outside our control.
We may therefore need to change:
- The order of locations;
- A particular attraction;
- A restaurant;
- Transportation arrangements;
- Starting or finishing times;
- A guide;
- Certain activities.
A reasonable itinerary change does not automatically constitute cancellation of the tour and does not automatically entitle the customer to a refund.
Where an important part of the experience becomes unavailable, we will make reasonable efforts to provide a suitable alternative of comparable nature or value.
10. Weather Conditions
Tours generally operate in normal tropical weather conditions, including light or moderate rain.
Rain alone does not automatically qualify a booking for cancellation or refund.
However, if weather conditions create a significant safety risk or make the tour impossible to operate, aJourney may cancel, postpone, reschedule, or modify the experience.
If aJourney cancels the entire tour because of unsafe weather and cannot provide a suitable alternative, the customer will normally be offered a rescheduled date, account credit, or refund.
11. Natural Disasters and Force Majeure
Bali and other destinations may occasionally be affected by events outside the reasonable control of aJourney.
These may include:
- Earthquakes;
- Volcanic eruptions or volcanic activity;
- Flooding;
- Severe storms;
- Landslides;
- Epidemics or pandemics;
- Government restrictions;
- Civil disturbances;
- Transportation disruption;
- Major road closures;
- Closure of attractions or religious sites;
- Other force majeure events.
Where such circumstances affect a booking, we will make reasonable efforts to provide an alternative date, itinerary, credit, or other appropriate solution.
Refund eligibility in force majeure circumstances may depend on costs already irreversibly paid to third-party suppliers and applicable law.
12. Customer Travel Disruptions
aJourney is generally not responsible for cancellations caused by circumstances relating to the customer’s wider travel arrangements, including:
- Flight cancellations;
- Flight delays;
- Ferry cancellations;
- Missed connections;
- Hotel changes;
- Visa problems;
- Passport problems;
- Illness;
- Personal emergencies;
- Changes to the customer’s travel itinerary.
Our normal cancellation conditions will generally continue to apply.
For this reason, we strongly recommend that travelers obtain appropriate travel insurance covering cancellations, medical emergencies, transportation disruption, and other relevant travel risks.
13. Health or Personal Circumstances
If you are unable to participate because of illness, injury, or another personal circumstance, please contact us as soon as possible.
We will consider whether rescheduling or another reasonable solution is available.
However, personal circumstances do not automatically override the applicable cancellation conditions.
Nothing in this section limits rights that cannot legally be excluded under applicable law.
14. Partial Participation
No refund will normally be provided if a participant:
- Voluntarily leaves a tour early;
- Chooses not to participate in part of the itinerary;
- Declines an included activity;
- Arrives after part of the tour has already taken place;
- Does not use an included service for personal reasons.
15. Third-Party Costs
Some bookings may involve advance payments to third-party providers such as:
- Transportation companies;
- Restaurants;
- Activity operators;
- Attractions;
- Venues;
- Local guides;
- Ticket providers.
Where a refund would otherwise be considered, amounts already irreversibly paid to third parties may be non-refundable where permitted by applicable law and clearly applicable to the booking.
16. Memberships and Subscription Products
If aJourney introduces recurring memberships or subscription products, cancellation of a subscription will normally stop future renewals but will not automatically refund previous billing periods.
Users will retain access until the end of the already-paid subscription period unless otherwise stated.
Specific subscription conditions displayed at the time of purchase will apply to that subscription.
Nothing in this section limits mandatory cancellation or refund rights available under applicable law.
17. Promotional and Discounted Purchases
Unless otherwise stated, eligible refunds for products purchased using a discount or promotional code will be calculated based on the amount actually paid, rather than the standard retail price.
Promotional codes themselves have no cash value and are not refundable.
18. Refund Method
Approved refunds will normally be returned to the original payment method used for the transaction.
Depending on the original payment method, this may include:
- Credit card;
- Debit card;
- PayPal;
- Another supported payment method.
We generally cannot redirect a refund to a different person’s payment method or unrelated account.
19. Refund Processing Time
Once a refund has been approved and initiated by aJourney, processing time may vary depending on the payment provider, bank, card issuer, country, and currency.
Although aJourney may initiate the refund promptly, it may take additional business days for the refunded amount to appear in your account.
Delays caused by banks, card networks, PayPal, or other payment providers are outside our direct control.
20. Currency Conversion and Bank Fees
If your purchase involves currency conversion, the amount ultimately credited to your account may differ slightly from the original amount charged because of:
- Exchange-rate movements;
- Bank conversion rates;
- Card issuer fees;
- PayPal conversion rates;
- Foreign transaction charges.
Fees or exchange-rate differences imposed by banks or payment providers are generally outside aJourney’s control and are not refundable by aJourney unless required by applicable law.
21. Chargebacks and Payment Disputes
If you believe there is a problem with a transaction, we encourage you to contact us first at:
We will make reasonable efforts to investigate and resolve legitimate problems.
Submitting a fraudulent or knowingly false chargeback may result in suspension of the relevant account and may affect future purchases or bookings, subject to applicable law.
Nothing in this section prevents a customer from exercising legitimate rights through their bank, card issuer, PayPal, payment provider, or applicable consumer protection process.
22. How to Request a Cancellation or Refund
To request a cancellation, refund, or rescheduling, please contact:
Email: info@ajourney.app
Please include:
- Your full name;
- Email address used for the purchase;
- Order or booking number;
- Product or tour purchased;
- Tour date, where applicable;
- Reason for the request.
Providing complete information helps us process requests more efficiently.
The time at which we receive the cancellation request may be used to determine the applicable cancellation period.
23. Mandatory Consumer Rights
Nothing in this Cancellation & Refund Policy is intended to remove, restrict, or replace consumer rights that cannot legally be waived.
If mandatory consumer protection law applicable to a particular transaction provides rights that conflict with this Policy, the mandatory legal requirements will prevail to the extent required by law.
24. Changes to This Policy
We may update this Cancellation & Refund Policy from time to time to reflect changes in our Services, booking procedures, payment systems, suppliers, or legal requirements.
The current version will be published on this page with its latest revision date.
The cancellation conditions applicable to a completed booking will generally be those presented or incorporated into the booking at the time the booking was made, except where changes are required by applicable law.
25. Contact Us
For questions regarding cancellations, refunds, rescheduling, or payment issues, please contact:
PT Awakening Journey Bali
Brand: aJourney
Website: ajourney.app
Country: Indonesia
Customer Support: info@ajourney.app
Business Address:
Jalan Gunung Soputan Nomor 1 A,
Desa/Kelurahan Pemecutan Kelod,
Kec. 80119 Denpasar, Bali, Indonesia
Last Updated: September 10, 2026
