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Refund and Returns Policy

Tour Packages refunds

Our refund and returns policies differ from each products/services we offer:


– We offer 30 days full-refund policy for tours that you had purchased up to 6 months from the planned dates you booked. However, we can’t offer you a full refund if the tour packages include domestic flight tickets because we have to follow the airlines policies regarding the ticket refunds.

– Flight tickets are mostly unrefundable in Indonesia, except if you buy business class tickets. For economy class tickets, sometimes the refund process takes months and the refunded money are only for airport taxes. So, please planned wisely.


      1. Uang muka atau Down Payment tidak dapat di refund atau dicancel atau dialihkan ke produk lain, tapi dapat dipindah namakan ke peserta pengganti sampai 15 hari sebelum tanggal keberangkatan.

      2. Imigrasi negara yang dikunjungi memiliki hak dan wewenang penuh untuk menerima dan menolak tamu untuk berkunjung ke negara mereka. Apabila anda ditolak masuk di perbatasan suatu negara, pihak travel agent tidak bertanggung jawab akan hal ini dan biaya tour tidak akan direfund. Namun, kami akan mencarikan solusi terbaik agar anda bisa kembali ke Indonesia/melanjutkan ke destinasi alternatif yang terbaik.
      3. Tiket pesawat yang telah diterbitkan tidak dapat di-refund karena menggunakan skema harga non-refundable & non-reroute.
      4. Jika pembatalan terjadi dalam >30 hari pengembalian biaya tour adalah 50% dari harga land arrangement saja. Tiket tidak bisa direfund, namun bisa dibalik nama/dipindah tangankan ke orang lain.
      5. Jika pembatalan terjadi dalam 15 – 29 hari sebelum keberangkatan dikenakan biaya sebesar 80% dari harga paket tour.
      6. Jika pembatalan terjadi kurang dari 14 hari sebelum keberangkatan dikenakan biaya 100% dari harga paket tour.
      7. Dalam keadaan Force Majeure/kejadian terpaksa/yang tidak teratasi karena kondisi kesehatan peserta, bencana alam, kerusuhan/suasana mencekam/perang dan lain-lain, rencana perjalanan dapat dirubah baik susunan maupun jadwalnya tanpa pemberitahuan terlebih dahulu, hal ini demi keamanan dan kenyamanan seluruh rombongan tamu dari MALA Tours & Travel. Dalam hal ini MALA Tours & Travel tidak bertanggung jawab dalam pengembalian biaya atas service dan produk yang sudah dibayarkan kepada mitra kami.



– To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, drinks and skincare products cannot be returned.

Additional non-returnable items:

  • Gift cards/vouchers

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds Process

Once your return/refund is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or payment to your bank account, within a certain amount of days depending on the transfer system.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to our Jakarta office:

Gedung Bursa Efek Indonesia, tower 2, 17th Floor

Jl. Jend Sudirman Kav 52-53, Senayan, Jakarta Selatan 12190

Ph: +62 812 89 98 98 98


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 

Gedung Bursa Efek Indonesia, tower 2, 17th Floor

Jl. Jend Sudirman Kav 52-53, Senayan, Jakarta Selatan 12190

Ph: +62 812 89 98 98 98

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.