Terms and Conditions

1. Who we are

Treasure Bali is an independent private online service operated by Nova Group Sp. z o.o.

Company details: Nova Group Sp. z o.o. Żurawia 6/12 lok. 745 00-503 Warszawa Poland KRS: 0001117840 NIP/VAT ID: PL7011215529 REGON: 529224431 Share capital: PLN 5,000

For general support, please use the contact methods displayed on the Website. Complaints may be submitted to: [email protected].

2. Independent service and no government affiliation

Treasure Bali is an independent service provider. We are not the Bali Provincial Government, the Indonesian Government, an embassy, a consulate, an immigration authority, or the official Love Bali website.

The Bali Tourist Levy is an official government levy for foreign tourists visiting Bali. Our service is a private assistance and processing service designed to help customers submit the required information, pay the levy through supported channels, reduce payment and currency-friction issues, and receive support in relation to their levy voucher.

Customers may be able to pay the Bali Tourist Levy directly through official government channels. By purchasing through Treasure Bali, you are choosing to use our independent paid service rather than completing the process yourself through the official government channel.

3. What our service includes

Our comprehensive service may include, depending on the order and operational requirements:

• collecting the details required for the Bali Tourist Levy process;
• reviewing submitted information for obvious completeness issues;
• facilitating levy submission and payment processing;
• supporting multi-currency checkout and payment handling;
• monitoring voucher issuance where possible;
• assisting customers if a voucher is not received, is delayed, or needs to be resent;
• providing customer support through the contact methods displayed on the Website.

We do not provide immigration, visa, legal, tax, travel-agency, insurance, airline, or government advice. The customer remains responsible for checking all travel, immigration, entry, health, customs, and local-law requirements before travelling.

4. Eligibility and customer responsibility

You are responsible for ensuring that:

• you are required to pay the Bali Tourist Levy;
• you are not exempt from the levy or otherwise subject to special rules;
• all details you provide are accurate, complete, and match your passport and travel plans;
• your email address is valid, active, and accessible;
• you check your inbox, spam, junk, promotions, and other filtered folders for confirmation and voucher emails;
• you do not submit duplicate applications for the same traveller and arrival through another provider after purchasing through Treasure Bali.

If you provide incorrect, incomplete, outdated, false, or duplicate information, the voucher may be delayed, rejected, issued with the information you provided, or impossible to issue. In such cases, our service will not be treated as failed merely because the customer’s information was incorrect or incomplete.

5. Information required at checkout

To perform the service, we may require details such as:

• full legal name as shown in the passport;
• passport number;
• email address;
• arrival date in Bali;
• nationality or other travel-related details where required by the government system;
• payment and billing information required by our payment provider.

You authorise us to use the information you provide to perform the service, communicate with you, process payment, submit or facilitate the levy process, and handle support, complaints, fraud prevention, and payment disputes.

Our Privacy Policy explains how we process personal data.

6. Authorisation to submit the Bali Tourist Levy application

By placing an order, you expressly authorise Treasure Bali, operated by Nova Group Sp. z o.o., to act on your behalf for the limited purpose of preparing, submitting, facilitating, arranging payment of, monitoring, retrieving, resending, and supporting your Bali Tourist Levy application and voucher through the Bali Provincial Government / Love Bali system or any other official or legally available government-supported channel used for Bali Tourist Levy processing.

You authorise us to use the information you provide for this purpose, including submitting relevant traveller details to the applicable government system or levy-processing channel where necessary to perform the service.

This authorisation is limited to the Bali Tourist Levy service purchased through Treasure Bali. It does not make Treasure Bali a government agency, immigration adviser, travel agent, embassy, consulate, official government representative, or official government website.

You confirm that the information you provide is accurate, complete, and submitted lawfully. Where you submit information for another traveller, you confirm that you are authorised to provide that traveller’s information and to request the Bali Tourist Levy service on that traveller’s behalf.

7. Price, currencies, and service fee transparency

The total price of our comprehensive service is always displayed on the checkout page before you pay.

The checkout currency may be selected automatically based on location signals such as geolocation, IP address, billing country, browser settings, device settings, or other available information. Where supported by the Website, the customer may be able to view or pay in another available currency.

The price shown at checkout is the total price payable for the selected service in the displayed currency. It may include, as applicable:

• the government levy amount;
• government, platform, or administrative charges connected with levy processing;
• our service fee;
• payment processing and card-network costs;
• currency conversion and multi-currency operational costs;
• customer support and operational costs;
• applicable taxes where required.

The amount shown on an official levy voucher may differ from the total amount paid to Treasure Bali. The voucher may show only the government levy or government-side amount. It does not necessarily show Treasure Bali’s full service price, service fee, operational costs, payment-processing costs, currency-conversion costs, support costs, or applicable taxes.

By completing payment, you confirm that the total price, currency, and service description were displayed to you before purchase and that you accepted them.

8. Payment provider and payment security

Payments are processed by Stripe or another payment provider displayed at checkout. We do not store full card details on our servers.

Payment methods may vary by country, device, currency, card issuer, fraud checks, and payment-provider availability. A payment may require authentication, including 3D Secure or other strong customer authentication checks.

Your bank statement may display a descriptor connected with Treasure Bali, Bali Tax, Nova Group Sp. z o.o., Stripe, or a similar payment descriptor. If you do not recognise a transaction, please contact us before opening a bank dispute so we can help identify the order.

A payment is not accepted until the payment provider confirms successful authorisation or settlement.

9. Immediate start of service

Our service is designed to begin immediately after successful payment. This may include automated order creation, payment confirmation, data processing, review, preparation for submission, submission attempts, fraud checks, support workflows, and communication with systems or service providers involved in the levy process.

At checkout, you may be asked to expressly request immediate performance of the service before the end of the statutory withdrawal period and to acknowledge that you lose the right of withdrawal once the service has been fully performed.

If you do not agree to immediate performance, we may be unable to provide the service before your travel date and may refuse or cancel the order.

10. Voucher delivery timing

We typically aim to complete processing and have levy vouchers issued within 24 hours after successful payment and receipt of all required information.

This is an operational target, not an absolute guarantee.

In rare cases, processing may take longer due to circumstances including, but not limited to:

• increased demand or high transaction volume;
• maintenance, downtime, rate limits, outages, bugs, delays, or changes in the government system;
• payment-provider review, fraud review, failed authentication, card-issuer issues, or delayed payment confirmation;
• incomplete, incorrect, inconsistent, or suspicious customer information;
• duplicate applications or previous levy purchases for the same traveller;
• customer failure to provide required information or respond to support requests;
• government rules or technical limitations regarding arrival dates;
• email deliverability issues outside our control;
• force majeure events or other factors outside our reasonable control.

If processing is delayed, we may continue attempting to complete the service, request additional information, or provide support through the Website’s contact methods.

11. Voucher delivery source

Levy vouchers are normally sent directly by the Bali Provincial Government system from the government email address:

[email protected]

The voucher is proof that the Bali Tourist Levy has been paid. It is not a visa, immigration document or authorization to enter Indonesia. Keep the voucher available during your stay in case it is requested.

You are responsible for checking your inbox, spam, junk, promotions, and filtered email folders. Email providers may delay, filter, block, or categorise automated emails.

Where possible, Treasure Bali may also assist by helping locate, resend, or reattach a voucher, but the official voucher email may come directly from the government system rather than from Treasure Bali.

A voucher will be treated as delivered where the voucher has been generated and sent to the email address provided by the customer, or where it has otherwise been made available to the customer, unless mandatory law requires a different result.

12. Arrival-date and government-system limitations

The government system may impose technical or regulatory limits on accepted arrival dates, passport formats, email formats, duplicate submissions, or other application data.

If the arrival date you provide is too far in the future, too far in the past, incorrectly formatted, unavailable in the government system, or otherwise incompatible with the government system, we may process the order in the closest legally and technically available way, delay submission until the system permits it, request updated details, or provide support based on the options available at that time.

If the customer enters an incorrect arrival date, passport number, name, email address, or other required detail, we cannot guarantee correction, reissue, or acceptance by the government system. Any correction may require additional time and may not be possible.

13. Duplicate purchases and duplicate applications

After purchasing through Treasure Bali, you should not purchase the same Bali Tourist Levy for the same traveller and arrival through another website, provider, or official channel unless we have confirmed that doing so is necessary.

Duplicate applications can cause the government system to block or reject further processing. If you purchase elsewhere after ordering through Treasure Bali, or if you had already purchased elsewhere before ordering through Treasure Bali, our ability to perform the service may be affected.

A duplicate purchase, later purchase through another provider, or customer-created processing conflict does not create a right to a refund from Treasure Bali.

14. Final and non-refundable service

Except where mandatory consumer law requires otherwise, all payments to Treasure Bali are final and non-refundable once the service has begun.

We do not provide discretionary or goodwill refunds for:

• change of mind;
• no longer travelling to Bali;
• flight cancellation, travel cancellation, delay, route change, or itinerary change;
• purchasing through another provider after ordering from us;
• purchasing through us after already purchasing elsewhere;
• customer error in submitted details;
• failure to provide required information;
• failure to check email, spam, junk, or promotions folders;
• delayed voucher delivery caused by government systems, payment providers, email providers, customer information issues, increased demand, or other factors outside our reasonable control;
• the official voucher displaying a lower government-side amount than the total price paid to Treasure Bali;
• misunderstanding the difference between the official government levy and Treasure Bali’s comprehensive independent service price;
• failure to read the service description, price, currency, checkout acknowledgements, or these Terms before purchase.

Where the service has been fully performed, including where the levy voucher has been generated, sent, made available, or submitted based on the information provided by the customer, the order is treated as fulfilled.

Nothing in these Terms excludes rights that cannot be excluded under mandatory law.

15. EU/consumer right of withdrawal

If you are a consumer located in the European Union, you may generally have a statutory right to withdraw from certain distance contracts within 14 days.

However, for service contracts, the right of withdrawal may be lost after the service has been fully performed if performance began with your prior express consent and your acknowledgement that you would lose the right of withdrawal once the contract had been fully performed.

Because Treasure Bali’s service begins immediately after payment and may be completed quickly, you may be required at checkout to expressly request immediate performance and acknowledge the loss of the right of withdrawal once the service has been fully performed.

If you validly withdraw before the service has been fully performed, and if mandatory law gives you a withdrawal right in that situation, we may deduct or retain the proportion of the price corresponding to the service already provided up to the time of withdrawal, where permitted by law.

No withdrawal right applies after full performance where the legal requirements for loss of withdrawal right have been met.

16. Chargebacks, payment disputes, and evidence

If you have a problem with your order, you agree to contact Treasure Bali first through the support or complaints channels so that we can investigate and assist.

Opening a bank dispute, chargeback, payment reversal, or card-network claim does not automatically cancel the service, cancel the order, or entitle you to a refund.

Where a payment dispute is opened, you authorise us, to the extent permitted by applicable law, to provide evidence to Stripe, payment processors, card networks, banks, fraud-prevention providers, professional advisers, regulators, or competent authorities. Such evidence may include:

• order details;
• the price and currency displayed at checkout;
• checkout acknowledgements and Terms version accepted;
• payment confirmation and Stripe transaction identifiers;
• customer-provided name, email, passport number, arrival date, and submitted form data;
• IP address, geolocation signals, device data, browser data, timestamps, and fraud-screening information;
• confirmation emails and system logs;
• voucher generation, voucher delivery, resend, or support evidence;
• customer communications with us;
• evidence that the official voucher was generated, sent, attached, resent, made available, or otherwise fulfilled.

If a customer makes a false, abusive, duplicate, or bad-faith dispute after the service has been performed, we reserve the right to contest the dispute, suspend further support until the dispute is resolved, refuse future orders, and seek recovery of amounts, fees, costs, or losses where permitted by law.

This section does not restrict a customer’s mandatory statutory rights or a genuine right to report unauthorised or fraudulent card use.

17. Customer communications and email deliverability

We may contact you using the email address or contact details provided at checkout. You are responsible for ensuring that your contact details are accurate and that our messages, Stripe messages, and government-system messages are not blocked or ignored.

A failure by the customer to receive, open, read, or respond to emails because of incorrect details, spam filtering, mailbox limitations, device settings, email-provider issues, or similar circumstances does not automatically mean that the service was not provided.

18. Service availability and changes

We aim to keep the Website and service available, but we do not guarantee uninterrupted, error-free, or continuously available access.

We may update, suspend, restrict, or change the Website, supported currencies, payment methods, operational processes, service descriptions, or support channels where reasonably necessary for legal, technical, security, fraud-prevention, payment-provider, government-system, or operational reasons.

19. Force majeure and external systems

We are not responsible for delays, failures, losses, or service interruptions caused by events outside our reasonable control, including:

• government-system downtime, maintenance, rate limits, bugs, API changes, or policy changes;
• Stripe, card-network, bank, payment-provider, or authentication issues;
• email-provider filtering, outages, or delivery delays;
• internet, hosting, CDN, DNS, software, security, or infrastructure failures;
• cyberattacks, fraud attempts, bot attacks, denial-of-service attacks, or security incidents;
• natural disasters, extreme weather, war, terrorism, civil unrest, public-health emergencies, transport disruption, government action, legal changes, or regulatory changes.

During such events, we may continue processing when possible, delay processing, request additional information, or provide reasonable support.

20. Accuracy of website information

We work to keep the Website accurate and up to date. However, government rules, payment options, currency availability, system limitations, levy procedures, exemptions, and operational processes may change.

Information on the Website is provided for general guidance and service-operation purposes. The customer remains responsible for checking official travel and entry requirements before travelling.

If there is a conflict between government requirements and the Website, the applicable government requirement will prevail.

21. Limitation of liability

To the maximum extent permitted by law, Treasure Bali is not liable for:

• indirect, incidental, special, punitive, or consequential losses;
• loss of profit, revenue, opportunity, business, goodwill, data, or anticipated savings;
• travel losses, missed flights, denied boarding, denied entry, accommodation costs, transport costs, visa issues, fines, penalties, or other travel-related losses;
• losses caused by incorrect, incomplete, or late information provided by the customer;
• losses caused by government systems, payment providers, card issuers, email providers, internet providers, hosting providers, or other third parties;
• losses caused by duplicate purchases or customer-created processing conflicts.

To the maximum extent permitted by law, our total liability in connection with an order is limited to the amount paid by the customer to Treasure Bali for that order.

Nothing in these Terms excludes or limits liability for fraud, intentional misconduct, or any liability that cannot be excluded or limited under mandatory law.

22. Fraud prevention and order refusal

We may refuse, cancel, suspend, delay, or manually review an order where we reasonably suspect fraud, abuse, unauthorised payment, duplicate activity, incorrect information, sanctions risk, security risk, payment risk, or breach of these Terms.

We may request additional information before processing an order. If the customer does not provide required information within a reasonable time, the order may remain unprocessed or be cancelled where permitted by law.

23. Intellectual property

The Website, branding, text, design, software, graphics, and other content are owned by or licensed to Nova Group Sp. z o.o. or its licensors, unless stated otherwise.

You may use the Website only for lawful personal use related to purchasing or managing the Bali Tourist Levy service. You may not copy, scrape, reproduce, resell, misuse, reverse engineer, interfere with, or exploit the Website or service except as permitted by law.

24. Privacy and data protection

We process personal data in accordance with our Privacy Policy and applicable data-protection law, including the GDPR where applicable.

To perform the service, we may need to share relevant data with service providers, payment processors, fraud-prevention providers, government systems, email providers, hosting providers, professional advisers, or authorities where necessary and lawful.

Payment data is processed by Stripe or another payment provider displayed at checkout. We do not store full card details on our servers.

25. Complaints

If you have a complaint, please contact us at [email protected] and include:

• your full name;
• order number or payment reference;
• email address used for the order;
• a clear description of the issue;
• relevant screenshots, documents, or correspondence.

We will normally acknowledge complaints within 2 business days and aim to respond within 14 business days. Complex complaints may require more time, especially where we need to verify payment records, support logs, government-system status, voucher delivery, or third-party information.

26. Alternative dispute resolution and consumer redress

If a complaint cannot be resolved directly, you may have access to consumer advice, consumer-redress bodies, or alternative dispute resolution mechanisms depending on your country of residence and applicable law.

We do not undertake in advance to participate in every ADR procedure, unless participation is required by mandatory law. We will review ADR requests in good faith.

The former European Online Dispute Resolution platform has been discontinued and should not be used for new complaints.

Nothing in this section limits your mandatory legal rights or your right to seek remedies before a competent court.

27. Governing law and jurisdiction

These Terms are governed by the laws of Poland.

If you are a consumer, this choice of law does not deprive you of the protection of mandatory consumer laws that apply in your country of habitual residence where such protection cannot be excluded by contract.

For customers who are not consumers, the courts competent for the registered office of Nova Group Sp. z o.o. shall have jurisdiction, unless mandatory law provides otherwise.

28. Changes to these Terms

We may update these Terms from time to time to reflect legal, operational, payment-provider, government-system, security, or service changes.

The Terms in force at the time of purchase apply to that purchase, unless mandatory law requires otherwise. We recommend saving or printing a copy of the Terms at the time of purchase.

29. Severability

If any part of these Terms is found to be invalid, unlawful, or unenforceable, the remaining parts will continue to apply. The invalid part will be replaced, to the extent permitted by law, by a valid provision that most closely reflects the original commercial and legal purpose.

30. Entire agreement

These Terms, together with the checkout information displayed before purchase, the Privacy Policy, the Cookie Policy, and any mandatory legal notices displayed on the Website, form the agreement between you and Treasure Bali for the relevant order.

If there is a conflict between these Terms and a mandatory legal right that cannot be excluded, the mandatory legal right prevails.