Terms and cancellation policy

Who you are contracting with

Trips are operated by PT KAY FAMILY GROUP BALI, an Indonesian company based at Pelabuhan Banjar Nyuh, Ped, Kec. Nusa Penida, Kab. Klungkung, Bali 80771, Indonesia. Contact us on WhatsApp at +62 877-9285-5999 or by email at familytripsbali@gmail.com. When you book, your contract is with us directly — we are the operator, not a reseller.

Booking and payment

Online payment is not switched on at the moment. Bookings are taken on WhatsApp at +62 877-9285-5999 and paid on the day in Indonesian rupiah cash, by bank transfer, or by QRIS. No deposit is required.

Confirmation

Shared boat trips are confirmed the moment the payment clears, and your voucher is emailed straight away. Private charters are confirmed by hand, because the crew has to assign a boat and a captain to your group — usually within a few hours. If a charter cannot be confirmed, you are refunded in full.

Cancellation and refunds

Each trip states its own cancellation policy on its page, and that policy is what governs your booking. Today every trip we sell is refundable in full up to 24 hours before departure; inside 24 hours a booking is not refundable, because the boat, the crew and the marine park fees are already committed.

To cancel, message us on WhatsApp with your booking reference.

If the weather closes the site

This is the clause that matters most on this coast. If the harbour master closes a site, or the crew judges the sea unsafe, we will move you to a calmer site, reschedule you to another day, or refund you in full — your choice, not ours. Weather calls are made on the morning of the trip and sent to you on WhatsApp.

Manta Point sits on the exposed south coast and is closed more often than Manta Bay. If it is closed on your day, the boat runs to Manta Bay instead and you are told before you leave the harbour.

Manta rays are wild animals

We do not guarantee a sighting and nobody honestly can. Reef mantas are present around Nusa Penida all year and sightings are common, but they are wild animals in open water. We follow the Nusa Penida manta interaction code: no touching, no chasing, and no blocking an animal’s path. A guide will call you out of the water if a group is crowding an animal.

Minimum age, health and swimming ability

The minimum age is 10 on every trip. Everyone on the boat must be at least 10; we do not carry younger children, and a booking made for a younger child cannot be honoured.

Non-swimmers are welcome. Life jackets are compulsory for every guest, all snorkeling is done from the surface with no diving, and a guide stays in the water with the group. Tell us at checkout if anyone is not a confident swimmer — the question is asked for a reason and the crew acts on the answer.

You must tell us before the trip about any heart or lung condition, recent surgery, pregnancy, or anything else that a boat ride and cold water could make worse. The crew may refuse to take a guest into the water where they judge it unsafe, and that judgement is final.

Hotel transfers

Transfers are an optional extra and are charged per car, not per person. One car seats six guests, so a party of seven is quoted for two cars. Pick-up times depend on your area and are shown with the add-on. If you buy a transfer you must give us the hotel name and area at checkout, or we cannot collect you.

Not included

Fast boat tickets from Sanur are not included on meet-at-venue trips — you arrange those yourself, and we will tell you which departure to take. GoPro photos and video are arranged with the crew on WhatsApp and quoted before the day. Gratuities are never expected and always welcome.

Your voucher

Your e-voucher carries a QR code. Show it on your phone at the harbour; there is no need to print it. The code contains your booking reference and a signature and nothing else — whoever scans it sees only whether the booking is valid, already used, or not ours.

Liability

Snorkeling in open water carries risk that no operator can remove. We carry the licences and insurance Indonesian law requires of a tour operator, we brief every group before entry, and the boat stays alongside the group. We are not liable for loss or damage to personal belongings, for a missed fast boat or flight, or for a sighting that did not happen. Nothing here limits liability that cannot lawfully be limited.

Prices

Prices start at IDR 200,000 per person and are shown per person throughout. The price you see at checkout is the price you pay; there is no booking fee and no surcharge added afterwards.

Complaints

Message us on WhatsApp with your booking reference and we will answer. We would much rather hear about a problem on the day, when we can still do something about it, than read about it afterwards.

See also our privacy policy and our cookie policy.