Terms of Service

1. Who we are

Bali Family Travels ("we", "us") is a Danish company. We operate this website and arrange family-focused transport services to local service providers: airport transfers, private drivers, day tours, and baby gear rental, all with safety-certified child car seats. By making a booking through this website you agree to these terms.

2. Nature of our service and local delivery partners

2.1 Booking agent relationship

Bali Family Travels ("we", "us", "the Company") is a company registered in Denmark. When you make a booking through balifamilytravels.com, you are entering into a contract with us for booking and coordination services. We act as an intermediary that arranges, on your behalf, the provision of ground transportation and related services in Indonesia.

The actual transportation, driving, vehicle provision, and any on-the-ground services (including but not limited to airport transfers, private driver services, day tours, and related family travel services) are performed by independent, locally licensed transport operators and service providers based in Indonesia ("Local Provider(s)", "Provider(s)"). We do not ourselves own, lease, or operate vehicles in Indonesia, and do not ourselves employ drivers in Indonesia.

2.2 Role of the local provider

Each Local Provider we work with:

• is an independently owned and operated Indonesian business or individual, licensed under applicable Indonesian law to provide tourism transport services;
• retains full operational control over its vehicles, drivers, routes, and day-to-day service delivery;
• is solely responsible for compliance with Indonesian transport, tourism, labor, tax, and licensing regulations applicable to its operations, including but not limited to any required KBLI classification, business identification number (NIB), and sector-specific permits;
• is engaged by us under a written service agreement that requires the Provider to maintain valid licensing, insurance, and safety standards for the duration of the relationship.

We do not exercise operational control, direct supervision, or day-to-day management over the Local Provider's personnel or vehicles. Our role is limited to marketing, customer-facing booking coordination, quality standards specification (including child safety seat requirements), customer communication, and payment collection and processing on the Local Provider's behalf.

2.3 Payment processing

Payments made through balifamilytravels.com are processed via Stripe and are authorized at the time of booking. Funds are only captured once the relevant Local Provider has confirmed availability of a driver and vehicle for your requested route and date. We collect payment as agent for the booking arrangement; amounts due to the Local Provider for services rendered are settled between us and the Local Provider under separate commercial arrangements not disclosed to the customer.

2.4 No establishment of local operations

Nothing in these Terms, on our website, or in our marketing materials shall be construed as us conducting, establishing, or operating a business within the territory of Indonesia. We market and sell travel coordination services from outside Indonesia to customers located outside Indonesia (or booking in advance of travel), for services physically performed within Indonesia exclusively by independently licensed Local Providers.

2.5 Warranties from local providers

By entering into a service agreement with us, each Local Provider represents and warrants that it:

• holds all licenses, permits, and registrations required under Indonesian law to lawfully provide tourism transport services, including any required business licensing, vehicle permits, and driver certifications;
• will maintain such licensing in good standing for the duration of its engagement with us and will notify us promptly if any license lapses, is suspended, or is revoked;
• is solely responsible for the employment status, wages, taxation, and working conditions of any personnel it engages to fulfil bookings;
• will indemnify and hold us harmless against any claim, fine, penalty, or liability arising from the Local Provider's failure to maintain required licensing or comply with applicable Indonesian law.

2.6 Limitation of liability consistent with agency role

Because services are performed by independent Local Providers and not by us directly, our liability in connection with the physical performance of transport services (including delays, vehicle condition, driving conduct, road safety incidents, or child seat installation) is limited to our duties as a booking coordinator — namely, exercising reasonable care in selecting and vetting Local Providers and communicating your requirements accurately. The general limitation of liability in section 8 also applies.

2.7 Governing law and jurisdiction

Your booking will be processed in accordance with Danish law. These Terms and Conditions are governed by the laws of Denmark, as set out in section 10.

3. Bookings and confirmation

A booking request becomes a confirmed booking only when we send you a written confirmation by email or WhatsApp. We assign a specific driver and vehicle, and install the child seats you requested, based on the passenger and child details you provide — please make sure ages and seat requirements are accurate at the time of booking.

4. Payment

Payments are processed by Stripe, a third-party payment provider. When you book, your card is authorized; it is charged only once your booking is confirmed. We never see or store your full card details. Prices are fixed at the time of booking — there is no surge pricing and no deposit beyond the quoted amount.

5. Cancellations and refunds

Our cancellation windows, refund rules, and safety guarantee are described in detail on our Policies page, which forms part of these terms.

6. Flight delays and waiting time

For airport pickups we monitor the flight number you provide and adjust the pickup time to your actual arrival. Complimentary waiting is included for up to 2 hours from your scheduled arrival time. After that, a waiting fee of Rp 250,000 applies for each additional 2-hour period. See our Waiting Policy for full details. If you cannot locate your driver, contact us via WhatsApp before making alternative arrangements — we cannot refund transfers abandoned without contacting us first.

7. Child seats and safety

We provide ISOFIX-compatible infant capsules, toddler seats, and booster seats meeting European (ECE R44/04, R129 i-Size) or Australian (AS/NZS 1754) standards, installed by trained drivers. Correct use during the journey — keeping children buckled — remains the responsibility of the accompanying adult. See our safety standards for details of the equipment we use.

8. Liability

Drivers in our network are licensed and carry commercial vehicle insurance as required by local rules. To the extent permitted by law, our liability for any claim arising from a booking is limited to the amount you paid for that booking. We are not liable for delays or failures caused by events outside our reasonable control (weather, road closures, natural events, or government action). We recommend all travellers carry their own travel insurance covering Indonesia.

9. Your conduct

We may refuse or terminate a journey without refund where passenger behaviour endangers the driver, the vehicle, or other passengers, or where the law is being broken. Smoking is not permitted in vehicles.

10. Governing law and contact

Your booking will be processed in accordance with Danish law. These Terms and Conditions are governed by the laws of Denmark. Questions about these terms can be sent to [email protected] or via our contact page.