Terms & Conditions
Last updated: [12.07.2026]
These Booking Terms, Cancellation & Refund Policy apply to all direct bookings made with nyawa Retreat Villas Bali, operated by PT Sgura Villa Rental Group, whether through our website, booking platform, payment link, or email. By making a booking, the person completing the reservation confirms that they have read and accepted these terms on behalf of themselves and all accompanying guests.
1. Booking Policy
A booking is considered confirmed once the guest has received a written booking confirmation from nyawa Retreat Villas Bali. The person making the booking must be at least 18 years old and is responsible for ensuring that all booking information is complete and accurate.
The primary guest is responsible for all accompanying guests and visitors and must ensure that they comply with these terms and our house rules.
2. Rates and Included Services
All accommodation rates displayed during the booking process include applicable VAT and taxes. We do not add cleaning fees, service charges, or other mandatory accommodation fees. The confirmed accommodation rate includes:
- water and electricity;
- Wi-Fi internet access;
- waste collection;
- scheduled housekeeping services;
- concierge service; and
- use of the facilities included with the booked villa.
Optional services, activities, transportation, provisions, spa treatments, and other additional services are not included unless expressly stated in the booking confirmation.
3. Payment
For bookings made more than 14 days before the scheduled check-in date, no reservation payment is collected at the time of booking when payment by credit or debit card is selected. The full booking amount will automatically be charged to the authorised card 14 days before the scheduled check-in date. For bookings made 14 days or less before check-in, the full booking amount will be charged immediately.
When a card is registered, a temporary authorisation amount equivalent to approximately USD 1, EUR 1, or one unit of the applicable billing currency may be placed on the card to verify its validity. This is not an accommodation charge and will be released within seven days.
Where the guest selects another payment method, such as direct debit, the payment may be collected immediately in accordance with the conditions of that payment method. The guest authorises nyawa Retreat Villas Bali and its appointed payment providers to collect all amounts due under the confirmed booking.
No access to the villa will be granted unless:
- the full amount due has been received; or
- nyawa Retreat Villas Bali has received a valid and authorised confirmation that the payment has been successfully processed.
Payment-processing charges are not added to the guest’s booking amount.
4. Cancellation Policy
All cancellation periods are calculated using Bali local time, based on the scheduled check-in time of 15:00.
- If cancellation is made more than 14 days before check-in: The booking may be cancelled without a cancellation fee. Where no payment has yet been collected, no amount will be charged. Where an amount has already been collected, it will be refunded in full.
- If cancellation is made 14 days or less, but more than 3 days before check-in: A cancellation fee equal to 50% of the total confirmed booking value applies. Any amount paid above the applicable cancellation fee will be refunded.
- If cancellation is made 3 days or less before check-in: A cancellation fee equal to 100% of the total confirmed booking value applies. No refund will be provided. The same condition applies to no-shows and cancellations made on the scheduled arrival date.
5. Amendments
Any request to change the confirmed arrival date, departure date, or booked stay period will be treated as a cancellation of the original booking. The cancellation conditions in Section 4 will therefore apply to the original booking. Any replacement booking will be subject to:
- availability;
- the rates applicable to the new dates;
- the minimum-stay requirements in effect at that time; and
- receipt of a new booking confirmation.
Approval of a date-change request is not guaranteed. Minor corrections to guest names or contact information are not considered a cancellation.
6. Refunds
Where a refund is due under these terms, it will be processed to the original payment method used for the booking. No payment-processing or refund fee will be charged to the guest by nyawa Retreat Villas Bali. Once a refund has been initiated, the time required for the amount to appear in the guest’s account depends on the payment provider, card issuer, direct-debit provider, or receiving bank. nyawa Retreat Villas Bali cannot control the processing time of these third parties.
Differences caused by currency conversion or exchange-rate movements are determined by the guest’s bank or payment provider and are outside our control.
7. Check-in and Check-out
Regular check-in is available from 15:00. Check-out is required by 11:00 on the departure date. Early check-in and late check-out are subject to availability.
8. Guest Registration and Identification
Guests must complete the required online check-in before arrival. The link to the check-in form will be provided in the booking confirmation e-mail. Valid identification or passport information are requested for the primary guest, in accordance with Indonesian regulations. The information provided by the guest must be accurate and complete. Access to the villa may be delayed or refused where mandatory guest information has not been provided.
9. Number of Guests
The number of persons staying at the Property must not exceed the maximum number of 4. Entry or access to the property may be refused or limited where the number of guests exceeds the stated requirement.
10. Adults-only Policy / Age Requirements
nyawa Retreat Villas Bali is an adults-only retreat property. However, young guests aged 13 years or older may stay when accompanied by an adult. The person making the booking must be at least 18 years old.
11. Use of the Property
The villas are provided exclusively for private holiday accommodation. Parties, weddings, organised events, commercial activities, professional photography or filming, and other uses outside ordinary private accommodation are not permitted unless expressly approved by nyawa Retreat Villas Bali in writing before the booking. No pets are permitted on the property.
12. House Rules and Guest Conduct
Guests must behave respectfully toward our staff, neighbouring residents, other guests, the property, and the surrounding environment.
The following principal house rules apply:
- Smoking is not permitted anywhere on the nyawa property, including all indoor and outdoor areas. Ashtrays are therefore not provided.
- To preserve the calm atmosphere, guests must maintain considerate sound levels. Loud outdoor music is not permitted, and quiet hours are from 22:00 to 7.00.
- The gardens, river, plants, trees, and surrounding nature must be treated with care. Guests and visitors must not pick flowers, cut plants, damage branches, or dispose of waste in the gardens or river.
Illegal drugs, prostitution, gambling, weapons, fireworks, dangerous substances, and other illegal or seriously disruptive conduct are strictly prohibited.
The primary guest is responsible for the behaviour of its group. In case of serious or repeated violations, nyawa Retreat Villas Bali may require the guest and its group to leave the property immediately. Where the termination of the stay results from the conduct of a guest or visitor, no compensation or refund will be provided.
13. Damage and Losses
Guests must treat the villa, its furnishings, equipment, gardens, facilities, and contents with reasonable care and must leave them in an acceptably clean and orderly condition.
Any damage or loss caused during the rental period, as well as any special cleaning requirement due to negligence of anyone in group, will be the guest’s responsibility and may be charged to the guest’s account. In cases of excessive or unacceptable loss or damage at any time during the rental period, we may require the guest and their party, including visitors, to vacate the property immediately, without compensation or refund.
14. Access by Staff and Contractors
Guests have private use of their booked villa during the confirmed stay. However, our staff, representatives, or authorised contractors may require reasonable access for:
- housekeeping;
- gardening or pool maintenance;
- urgent repairs;
- maintenance of utilities, equipment, or security systems;
- services requested by the guest;
- inspection of suspected damage or serious rule violations; or
- situations involving health, safety, security, or potential property damage.
Except in urgent situations, we will make reasonable efforts to notify the guest before entering the villa. Guests must not unreasonably refuse access required for these purposes.
15. Persona Belongings and Security
Guests are responsible for their personal belongings, valuables, travel documents, money, and electronic devices. Guests should secure doors and windows whenever they leave the villa and take reasonable precautions to protect their belongings. nyawa Retreat Villas Bali is not responsible for the loss or damage of personal belongings.
Any guest’s belongings found after departure will be stored for a reasonable period. Costs associated with returning an item are payable by the guest.
16. Optional Services and Third-Party Providers
Optional services and activities may include, among other things, transportation, scooter rental, private chefs, massages, wellness treatments, yoga, excursions, and other guest experiences.
Unless expressly communicated otherwise, these services are carried out by independent third-party providers. nyawa Retreat Villas Bali acts only as an intermediary and assists with communication and organisation between the guest and the selected provider.
The service agreement is made directly between the guest and the third-party provider.
Unless otherwise stated:
- all service fees are charged by and payable directly to the provider;
- payment may be made in cash or, where offered by the provider, by bank transfer or card;
- nyawa Retreat Villas Bali does not add a commission;
- 100% of the service price remains with the provider; and
- the provider’s own booking, payment, cancellation, and refund conditions may apply.
Prices shown in our guest portal, guidebook, website, or other guest information are based on the latest information supplied by the relevant provider. Third-party providers may change their prices or conditions at any time.
Although we aim to update displayed information promptly, the final price must be confirmed at the time the service is requested. We cannot guarantee that an earlier displayed price will remain available.
We select our service partners with reasonable care. However, as the services are independently provided, nyawa Retreat Villas Bali is not responsible for a third-party provider’s acts, omissions, delays, service quality, availability, injury, loss, or failure to perform, except where responsibility cannot legally be excluded.
Concerns about a third-party service should be raised directly with the provider. Our team will provide reasonable assistance in communicating with the provider where appropriate.
17. Complaints
Every attempt will be made for the guest to have an enjoyable stay. If guests have a problem during the rental period, they shall inform our team and we will try to put things right. For complaints to be addressed, the guest must communicate any problem whilst on location. If no complaint is reported during the rental period, we will assume that the stay was to the guest’s satisfaction and no complaint will be entertained later.
18. Force Majeur
Neither party will be considered in breach of these terms where performance is prevented by an event outside that party’s reasonable control, such as a natural disaster, fire, epidemic, government restriction, civil disturbance, closure order, or another comparable event. Where the guest cannot travel but the booked villa remains available, the standard cancellation policy will apply unless otherwise agreed. Where nyawa Retreat Villas Bali is unable to provide the booked accommodation, we may offer one or more of the following:
- alternative accommodation within the nyawa property;
- a change of dates;
- a booking credit; or
- a refund of the accommodation amount paid for the affected nights.
Any solution will depend on the circumstances, availability, and applicable law.
19. Governing Law and Disputes
These terms and all direct bookings with nyawa Retreat Villas Bali are governed by the laws of the Republic of Indonesia. The parties should first attempt to resolve any complaint or dispute in good faith through direct communication. Where no amicable resolution can be reached, the dispute will be subject to the jurisdiction of the competent courts in Denpasar, Bali, without limiting any mandatory consumer rights or dispute-resolution rights available under Indonesian law.
20. Change to these Terms
We may update these terms from time to time. The version accepted at the time of booking applies to that booking unless a later change is required by law or is expressly agreed with the guest. If one provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
Company and Contact Information
PT Sgura Villa Rental Group
Operating as nyawa Retreat Villas Bali
Gg. Nyawa No. 1
Buwit, Kediri, Tabanan 82121
Bali, Indonesia
Email: info@nyawavillas.com