Agreement to Terms
Any payment or booking confirms that you have read, understood, and agreed to these Terms and Conditions.
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Deposit Policy

• A USD $500 per person deposit is required at the time of booking.

• Dates will not be held. Reservations are confirmed only once the required deposit has been received in full from all group members.

• International bank transfer fees and credit card processing fees are the responsibility of the guest.

• Deposits are non-refundable.

• Deposit payments must be received within 7 days of invoice issuance. After this period, Alaia reserves the right to release the booking without further notice.

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Payment Policy

• The remaining portion of the total booking value after deduction of the booking deposit (the “Balance”) is due 60 days prior to arrival.

• Once confirmed by receipt of the required booking deposit, the booking remains binding and the Balance must be paid by the due date above.

• Currency conversions are valid for up to 7 days from invoice issuance. After this period, the exchange rate may be adjusted according to the current USD → IDR mid-market rate published by Wise.

• Transfer fees, bank deductions, exchange losses and payment-processing fees are the responsibility of the guest.

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Late or Non-Payment

• Failure to make payment by the due date does not constitute cancellation of the booking.

• The booking shall remain valid, and the guest shall remain liable for all amounts due under the booking until Alaia receives written notice of cancellation from the guest.
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  Accepted Payment Methods

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​1. Bank Transfer

• Cancellation charges shall be calculated based on the date Alaia receives the guest’s written notice of cancellation, regardless of whether payment has been made.

• Alaia reserves the right to cancel the booking due to non-payment. Such cancellation by Alaia does not release the guest from any applicable cancellation charges or any other amounts due under these Terms and Conditions.

• Payment may be made via international bank transfer to Alaia’s Indonesian Rupiah (IDR) or United States Dollar (USD) accounts.

• Transfers may be made through Wise or any other financial institution.

• All transfer fees and bank charges are the responsibility of the guest.

• For USD payments, any bank fees deducted during the transfer will be added to the guest’s final invoice for settlement at the resort.

 

2. Credit Card

• Accepted cards: Visa, Mastercard and American Express.

• Payments may be processed in Indonesian Rupiah (IDR) or United States Dollar (USD) at Alaia’s discretion.

• A 2.9% processing fee applies to IDR payments.

• A 3.2% processing fee applies to USD payments.

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On-Site Payments

• All incidental expenses including bar, massage, laundry, merchandise and room service must be settled before departure.

• Alaia accepts Indonesian Rupiah (IDR) in cash or by credit card (Visa, Mastercard, JCB and American Express).

• Credit card payments incur a 2.9% processing fee.

• Foreign currency, traveller’s cheques and personal cheques are not accepted.

• Where Alaia agrees to payment after departure, the outstanding balance must be paid within 7 days.

• Failure to settle outstanding amounts may result in future booking restrictions for the guest and associated group members.

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Rescheduling Policy

• Because Alaia accommodates a maximum of 12 guests per trip, changes made close to the arrival date are often difficult to accommodate.

• Accordingly:

• All rescheduling requests must be submitted in writing by email.

• 60 days or more before arrival: One reschedule is permitted without a rescheduling fee.

• Less than 60 days before arrival: Rescheduling is not available. The booking will instead be treated as a cancellation and the Cancellation Policy below will apply.

• Any increase in accommodation rates or package prices between the original booking and the new booking dates remains payable by the guest.

• Rescheduled bookings remain subject to availability and are not confirmed until approved in writing by Alaia.

• Booking credits and rescheduling rights are not transferable without Alaia’s prior written approval.

 

Cancellation Policy

• Because each confirmed booking reserves limited accommodation that may be difficult to replace, the following cancellation charges apply.

• All payments are non-refundable. Where applicable, any amount remaining after deduction of the cancellation charges will be issued as a booking credit in accordance with the terms below.

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All cancellation requests must be submitted in writing by email.
 

Cancellation Charges

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60 days or more before arrival

• The booking deposit remains non-refundable.

• No additional cancellation charge will apply.​

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31–59 days before arrival

• The booking deposit will be forfeited; and

• An additional cancellation charge equal to 25% of the Balance will apply.

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15–30 days before arrival

• The booking deposit will be forfeited; and

• An additional cancellation charge equal to 50% of the Balance will apply.​​

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14 days or less before arrival (including no-shows)

• The full booking value will be charged and is non-refundable. Any unpaid portion of the booking value will remain immediately due and payable.

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Private Charter Transportation Fees

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Transportation fees for private or shared charters are based on the fixed cost of the charter and are allocated among the expected number of guests. They are not calculated according to each guest’s individual use of the transportation.

The following conditions apply to transportation-fee refunds:

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• 60 days or more before arrival: The transportation fee will be refunded in full.

• 31–59 days before arrival: 50% of the transportation fee will be refunded.

• 30 days or less before arrival: The transportation fee is non-refundable and is not eligible for booking credit.

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If Alaia is able to fill the cancelled guest’s place and recover the allocated transportation cost, Alaia may refund or credit the amount recovered, less any applicable bank, payment-processing or currency-conversion costs.

 

Government Fees and Surf Tax

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Government fees and Surf Tax will be refunded if they have not yet been paid to the relevant authority or otherwise incurred by Alaia.

Once paid or incurred, these charges are non-refundable and are not eligible for booking credit.

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Booking Credit

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After deduction of the applicable cancellation charges, any remaining amount already paid by the guest will be issued as a booking credit.

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The booking credit:

• is valid for 24 months from the original confirmed arrival date;

• must be used for a new stay commencing within that 24-month period;

• is subject to availability and the accommodation rates in effect at the time the new booking is confirmed;

• may only be applied toward accommodation and trip package charges;

• is non-refundable and cannot be exchanged for cash;

• is not transferable to another person or group without Alaia's prior written approval;

• may only be used by the original guest(s) named on the original booking, unless otherwise approved in writing by Alaia;

• if the rate for the replacement booking is higher than the original booking rate, the guest must pay the difference;

• if the rate for the replacement booking is lower than the original booking rate, no refund or additional booking credit will be provided for the difference;

• will automatically expire if not used within the applicable 24-month period;

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​Any cancellation or rescheduling of the replacement booking will not extend the original booking credit expiry date.​

If one or more members of a group cancel, Alaia reserves the right to recalculate the applicable accommodation rate based on the revised group size.

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​The circumstances listed below do not entitle the guest to any additional refund, booking credit, compensation or waiver of cancellation charges beyond the rights expressly provided under the Cancellation Policy above:

• early departures;

• late arrivals;

• unused accommodation;

• illness or injury;

• weather conditions;

• surf conditions;

• transportation delays;

• flight delays or cancellations;

• natural disasters;

• political events; or

• any other circumstance beyond Alaia’s reasonable control.

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Rates​

• Rates may change due to fuel prices, exchange rates, taxes, government charges or other operational costs.

• Quoted rates are guaranteed only after the required payments have been received.

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• Travel Insurance

• Comprehensive travel insurance is mandatory.

• Insurance must include medical evacuation coverage.

• Cancellation and travel-interruption coverage is strongly recommended.

• Alaia reserves the right to refuse participation to guests who cannot provide adequate insurance.

• Guests should submit proof of insurance before arrival and carry a copy during their stay.

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Travel Documents

• Passports must remain valid for at least six (6) months beyond the date of departure from Indonesia.

• Guests are solely responsible for obtaining any visa or travel documentation required for their nationality.

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Transport Disclaimer

• Alaia is not responsible for transport delays, cancellations or schedule changes caused by weather, mechanical issues or other operational factors.

• Where the original transport option cannot operate, Alaia may assist in arranging an alternative; however, all additional costs are the responsibility of the guest.

• Alaia accepts no responsibility for airline baggage fees, airline delays or lost luggage.

• Any transport required because of delayed or lost baggage shall be at the guest’s expense.

• Alaia is not responsible for Mentawai Fast Ferry baggage charges or timetable changes.

• Additional accommodation required because of weather-related transport delays will be charged at Alaia’s applicable nightly rate.

• Alaia is not liable for missed connections, accommodation costs or alternative transport expenses arising from transport delays.

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Occupancy & Guests

• Guest numbers must not exceed the confirmed reservation.

• Outside visitors are not permitted on the property unless approved in advance by Alaia.

• Alaia reserves the right to refuse entry to, or remove, any guest who breaches resort policies or disrupts the enjoyment or safety of others.

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Health & Liability

• Environmental conditions in remote tropical locations are outside Alaia’s control.

• Participation in all activities is entirely at the guest’s own risk.

• Alaia accepts no liability for injury, illness, death, property loss or damage except where liability cannot legally be excluded under applicable law.

• Illegal drug use is strictly prohibited. Guests found in possession of or using illegal drugs will be removed immediately without refund and may be reported to the relevant authorities.

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Responsibility

• Alaia exercises reasonable care in providing its accommodation, transport and activities.

• Participation in any activity remains at the guest’s own risk.

• To the maximum extent permitted by applicable law, Alaia shall not be liable for indirect, consequential or economic losses.

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Complaints

• Any complaint must be reported to the Resort Manager during the guest’s stay to allow a reasonable opportunity to investigate and resolve the issue.

• Alaia may require reasonable time to assess any complaint before determining an appropriate remedy.

• Complaints first raised after departure may not be accepted.

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Cultural Respect

• Guests are expected to respect the customs, traditions and laws of Indonesia and the Mentawai Islands throughout their stay.

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Modifications

• Alaia reserves the right to amend or update these Terms and Conditions at any time.

• Any amendments will apply to bookings made after the revised Terms and Conditions become effective, unless otherwise required by applicable law.

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Governing Law and Jurisdiction

• These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia.

• Any dispute arising out of or in connection with these Terms and Conditions or the services provided by Alaia shall be subject to the exclusive jurisdiction of the courts of the Republic of Indonesia.
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