Terms & Conditions
Introduction
These General Terms and Conditions form an agreement between you, the user as a foreign tourist (“User”), and Treasure Bali (“Us”). This agreement, including our Privacy Policy, outlines your rights and obligations, details our data practices, and describes the services we provide. We encourage you to review these terms carefully to ensure you understand your rights and our responsibilities fully.
Our platform is designed to simplify your compliance with the Bali Provincial Government tourism regulations, ensuring a smooth start to your visit. By accessing and using our website, you acknowledge that you have read, understood, and agreed to these terms. If you do not agree, please refrain from using our services. For any questions, feel free to contact us via the methods listed on our website.
As an independent tourist levy payment service provider, Treasure Bali specializes in the efficient processing and payment of tourist levies required for all foreign tourists visiting Bali. Our goal is to facilitate these necessary procedures quickly and accurately, allowing you to focus on enjoying your travel experience.
Use of Website
By using the Treasure Bali website to pay the tourist levy, you agree to these Terms and Conditions and our Privacy Policy. Please read these documents carefully before making a payment.
Legal Basis
The Bali Provincial Government has instituted the Foreign Tourist Levy to support the preservation of Bali’s rich customs, traditions, arts, and local wisdom. This levy is effective from February 14, 2024, and is mandated through the following legal framework:
- Law Number 15 of 2023: Concerning the Province of Bali, which establishes the authority to impose levies on foreign tourists.
- Bali Province Regional Regulation Number 6 of 2023: Concerning the Levy for Foreign Tourists for the Protection of Balinese Culture and Natural Environment. This regulation details the purpose of the levy and the specific areas where the funds will be utilized.
- Bali Governor Regulation Number 2 of 2024: Outlining the Procedures for the Payment of the Foreign Tourist Levy. This regulation specifies how the levy should be collected, the methods of payment acceptable, and the responsibilities of payment service providers like Treasure Bali.
We, as a tourist levy payment service provider, are committed to ensuring that all transactions comply with these regulations, facilitating a smooth and legally compliant payment process for foreign tourists. It is strongly recommended to make the payment before departure to Bali to ensure compliance with local legal requirements and contribute to the sustainability of Bali’s cultural and natural heritage.
Payment Information
To make a payment on our website, you will need to provide your full legal name, passport number, and date of arrival in Bali directly at checkout. This information is used solely for processing your payment and complying with regulatory requirements.
Payment Procedure
- Payments must be made using credit or debit cards. We accept Visa, MasterCard, Discover, and American Express.
- Payments can be made in all major currencies, including EUR, USD, AUD, among others. The currency is automatically selected based on your location to simplify the transaction.
- All payments are processed securely and in compliance with international payment standards.
Payment Security
We are dedicated to ensuring the highest level of security for all transactions processed through our website. As part of this commitment, we utilize one of the leading payment processors in the industry, to handle all payment activities. Our processor adheres to the most stringent levels of certification available in the payments industry.
Our processor is certified to PCI Service Provider Level 1, the highest level of certification offered by the Payment Card Industry Data Security Standard (PCI DSS). This standard mandates an extensive set of security controls which our processor uses to ensure that your payment information is protected. These controls include encryption of data during transmission and storage, secure network configurations, and rigorous access controls to sensitive data.
Your payment details are never stored on our servers. Instead, they are directly processed and secured by our payment processor, which employs state-of-the-art security measures to protect your information from unauthorized access and fraud. Additionally, all transaction processing is conducted over secure HTTPS connections with the use of modern TLS protocols, ensuring that your data is safely encrypted when transmitted to our payment processor.
Levy Payment
The tourist levy payment is a mandatory requirement for all foreign tourists visiting Bali, instituted to support the maintenance and enhancement of the region’s cultural and environmental assets. It is strongly recommended that this payment is made prior to your arrival to ensure smooth entry into Bali. Payments made through our website are secure, final, and non-refundable.
Upon successfully completing your payment, you will receive an immediate transaction confirmation on our website. Within 24 hours of your payment, a second email will be sent to you containing a QR code. This QR code serves as proof of levy payment and is required upon arrival. Simply present the QR code to the customs officer on your mobile device at the Bali international airport. For your convenience, there is no need to print out the QR code, although you may choose to do so if you prefer having a physical copy.
Please note that the levy vouchers will be emailed to you directly from the Bali provincial government from the following address: [email protected]. Ensure to check your spam/junk folder in case the email is filtered by your email service provider.
The total price paid, as displayed during checkout, will also be presented in the purchase confirmation email sent to you immediately upon completing your purchase. However, please note that the price shown on the levy voucher itself will differ. The levy voucher price includes only the provincial government’s levy cost and their service fee. This amount does not account for our platform’s service fees, which cover essential operational costs such as currency conversion, transaction processing, maintaining our multi-currency platform, and providing multi-lingual customer support.
It is crucial that all information provided during the payment process is accurate and complete, as this will be used to generate your entry documentation. Please ensure that your full legal name, passport number, and date of arrival are entered correctly. If you experience any issues during the payment process or have not received your confirmation emails as described, please contact our customer support for assistance.
We kindly request that you do not purchase the Bali tourist levy for the same name and date of arrival on a different website after purchasing it through our platform. Doing so interferes with our ability to process your tourist levy application effectively due to the government system blocking duplicate applications.
Please be aware that if you choose to purchase the tourist levy again on a different website, your tourist levy will no longer be processed through our platform, and you will not be eligible for a refund from us. All transactions made through our platform are final.
Right of Withdrawal
Due to the nature of our service, which involves the immediate provision of digital content (facilitation of the Bali tourist levy), the right of withdrawal does not apply once the service has begun. By purchasing our service, you agree to the immediate commencement of the service and acknowledge that you waive any right to withdraw from the contract or request a refund once the service process has started.
All transactions made through our platform are final and non-refundable. This includes situations where:
- You fail to provide the required information (e.g., passport number) necessary for us to complete the service.
- The arrival date entered is beyond 60 days into the future – levy vouchers in those instances will be issued 40-50 days prior to your planned arrival date.
- You have already purchased the Bali tourist levy through another platform, resulting in duplicate applications that cannot be processed.
By completing your purchase, you explicitly consent to the terms outlined here, understanding that the service is provided immediately and cannot be canceled or refunded once the service process has started.
Arrival Date Compliance
If the arrival date provided by the customer is beyond 14 days in the past, they will receive a tourist levy voucher with an arrival date 14 days in the past as it is the maximum date in the past allowed by the Bali provincial government system. Additionally, if the provided arrival date is beyond 60 days into the future, the customer will receive their tourist levy voucher within 40-50 days prior to their arrival date to ensure compliance with the maximum date in the future allowed by the Bali government system. If a customer enters an arrival date over a year in the past, their tourist levy will be issued with the current date.
Required Information Compliance
If the customer does not provide their passport number, which is mandatory for the Bali provincial government to issue the tourist levy, we will contact the customer via email to request this missing information. If the customer does not respond with the required passport number within 48 hours, the levy voucher will not be issued. As all transactions are final and non-refundable, no refund will be provided in such cases.
Content and Liability
We strive to provide accurate and up-to-date information on our website to assist you effectively. This includes details about our services, payment procedures, and any necessary regulatory information relevant to your visit to Bali. Despite our efforts to ensure the reliability of the information presented, changes in currency rates, regulatory updates, or typographical errors may occur, leading to unintentional inaccuracies.
Please be aware that we are not responsible for inaccuracies that may arise from such changes or errors. We encourage users to verify critical information, especially regarding payment and legal requirements, if discrepancies are noticed. It is also important to check the latest information close to your travel dates as exchange rates and local regulations may change.
Furthermore, we are not liable for losses or damages resulting from payment method failures or inaccuracies in the information provided by the user during the payment process. It is the responsibility of each user to ensure that all personal details, such as full legal name, passport number, and date of arrival, are correctly entered. In the event of an error in the information provided, we cannot guarantee the rectification of such errors without potential delays or complications. If you encounter any issues with your payment, please contact our customer support immediately for assistance. We are committed to providing support to resolve such issues promptly, but it is imperative that users provide accurate and complete information initially to avoid complications.
Interruptions and Force Majeure
Our services are designed to operate smoothly, but they may be affected by events beyond our control, commonly referred to as force majeure events. These events include, but are not limited to, natural disasters such as earthquakes, hurricanes, or floods; significant public health emergencies like pandemics; acts of war or terrorism; and major government actions including new legislation or regulatory changes that impact our operations.
In the occurrence of such force majeure events, we strive to maintain service continuity as much as possible, but disruptions may occur. During these times, we are not liable for any delays, failures, or disruptions in providing our services. This includes any delays in processing payments or delivering necessary documentation such as QR codes for travel.
We understand the inconvenience that may be caused and are committed to providing timely communications regarding any disruptions. Our team works diligently to resume normal operations as quickly and safely as possible once conditions stabilize. We also provide guidance and support to affected users, helping them navigate any challenges posed by these disruptions. Your patience and understanding during such events are greatly appreciated.
Legal Agreement
By completing a payment through the Treasure Bali website, operated by NOVA Group Sp. z o.o., you acknowledge and agree to these Terms and Conditions, thereby entering into a legally binding agreement with us. This agreement confirms your understanding and acceptance of all our operational, payment, and service conditions as detailed throughout our terms. It encompasses all interactions and transactions you may undertake on our website and the subsequent obligations and rights that arise from them.
This agreement is recognized as valid and enforceable in a digital format, which means you agree not to contest its validity, enforceability, or admissibility in legal proceedings based on its electronic nature. Digital agreements like this are legally upheld under applicable electronic transactions legislation, providing them with the same legal effect as their paper counterparts. You further acknowledge that electronic signatures or confirmations, where applicable, are bound by the same legal standards and enforceability as if they were ink-signed documents.
We encourage you to carefully review all the terms before making any payments, as this action demonstrates your consent to be legally bound by these terms. Should you disagree with any part of the terms presented, you have the right to refrain from proceeding with any transaction. By proceeding, you waive any right to challenge the procedural and substantive provisions outlined in this agreement.
Governing Law
We abide by the laws of Poland.
Modifications
We may update these Terms and Conditions from time to time to reflect changes in our services or legal requirements. Continued use of our website after such changes will constitute your agreement to the updated Terms and Conditions.
Company Information
Treasure Bali is operated by NOVA Group Sp. z o.o. Below are our company details for your reference:
NOVA Group Sp. z o.o.
Address: Żurawia 6/12 lok. 745, 00-503 Warszawa, Poland
TAX ID: PL7011215529
REGON: 529224431
Complaints and Dispute Resolution
We are committed to providing high-quality services and ensuring customer satisfaction. If you encounter any issues or have concerns about our services, including payments or platform functionality, we offer a straightforward complaints process to resolve them in a timely and fair manner.
How to Submit a Complaint:
• Complaints can be submitted by contacting our customer support team via email at [email protected].
• Please provide a clear description of the issue, including your payment reference number, and any supporting documentation or screenshots that may assist us in investigating your case.
Complaint Handling Process:
• Upon receipt of your complaint, we will acknowledge it within 2 business days.
• Our team will review and investigate the issue thoroughly. We may request additional information if necessary to resolve the complaint.
• We aim to resolve all complaints within 14 business days from the date of receipt. If additional time is required due to the complexity of the issue, we will notify you with an updated timeline and expected resolution date.
Resolution:
• Once our investigation is complete, we will provide you with a detailed response outlining the outcome of your complaint.
• In the event that your complaint cannot be resolved to your satisfaction, you have the right to escalate the matter.
Escalation Options:
If your complaint is not resolved to your satisfaction, or if you do not wish to address it directly with us, you have the following options:
1. Alternative Dispute Resolution (ADR): You may opt to resolve your dispute using an Alternative Dispute Resolution mechanism, which is an out-of-court procedure designed to assist in settling disputes fairly and efficiently.
2. European Online Dispute Resolution (ODR) Platform: For disputes related to online transactions within the European Union, you can also use the European Online Dispute Resolution (ODR) platform to seek a resolution. The ODR platform is accessible at https://ec.europa.eu/consumers/odr.
Please note that using ADR or the ODR platform is voluntary and does not prevent you from pursuing legal action if you so choose.
Legal Remedies and Consumer Rights:
Nothing in this Complaints and Dispute Resolution section affects your statutory rights as a consumer, including your right to take legal action. If your issue is not resolved through our internal process or ADR, you may seek judicial remedies as allowed under applicable consumer protection laws.
We value your feedback and are committed to resolving any issues that may arise in a fair and transparent manner. Please do not hesitate to contact us if you require further assistance or clarification.
Contact Us
If you have any questions or concerns about these Terms and Conditions or our services, please contact us via the methods provided on our website.
These Terms & Conditions are designed to ensure clarity and mutual understanding between Treasure Bali and our users, facilitating a smooth transaction and compliance with Bali’s tourist levy requirements.
