Frequently Asked Questions

The Bali Tourist Levy is a mandatory provincial levy for foreign tourists visiting Bali. It was introduced by the Bali Provincial Government to support the preservation of Balinese culture, the natural environment, and tourism-related infrastructure.

No. Treasure Bali is an independent private online service. We are not the official Bali Provincial Government website and we are not affiliated with the official Love Bali website.

When you use Treasure Bali, you are purchasing our comprehensive independent service for facilitating the Bali Tourist Levy process. This may include collecting your required details, helping submit or process the levy application, facilitating payment, providing a multi-currency checkout experience, monitoring voucher issuance where possible, and offering customer support.

Customers may be able to pay the Bali Tourist Levy directly through official government channels. By purchasing through Treasure Bali, you choose to use our paid independent service instead of completing the process yourself through official government channels.

The Bali Tourist Levy is based on Bali and Indonesian legal regulations, including Law Number 15 of 2023 concerning the Province of Bali, Bali Province regulations concerning the levy for foreign tourists, and Bali Governor regulations concerning payment procedures.

Because official rules may be amended, travellers should check the latest Bali Provincial Government information close to their travel date.

In general, foreign tourists visiting Bali for tourism activities are required to pay the Bali Tourist Levy, unless they fall within an official exemption category under Bali Provincial Government rules.

Yes. The Tourist Levy is specific to Bali. Foreign tourists arriving in Bali from another part of Indonesia may still be required to pay the Bali Tourist Levy.

The levy is generally applied per foreign tourist unless an official exemption applies. If you are unsure whether a specific traveller is exempt, check the latest official Bali Provincial Government guidance before purchasing.

Yes. Exemptions may apply to certain categories of travellers, such as diplomatic or official visa holders, transportation crew members, KITAS or KITAP holders, family-unification visa holders, student visa holders, golden visa holders, or other categories recognised by the Bali Provincial Government.

Some exemptions may require an application through the official government system. Treasure Bali does not decide whether a traveller is exempt. If you believe you are exempt, you should verify this before purchasing our service.

The Indonesian visa fee and the Bali Tourist Levy are separate. A visa relates to entry into Indonesia, while the Bali Tourist Levy is a provincial levy connected specifically with visiting Bali.

Travellers may be asked to present proof of payment, including a digital levy voucher or QR code, when requested by the relevant authorities or at participating locations. Failure to comply with local requirements may result in delays, the need to complete payment through another channel, or other consequences under applicable Bali Provincial Government rules.

Each traveller is responsible for ensuring they meet all travel, visa, immigration, health, customs, and local-law requirements before and during travel.

Treasure Bali provides an independent paid service designed to make the Bali Tourist Levy process more convenient for travellers. Depending on the order and operational requirements, our service may include:

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

The total price of our comprehensive service is always displayed on the checkout page before you pay. We do not rely on a fixed price stated on this FAQ page because the checkout price may vary depending on currency, country, payment method availability, platform settings, taxes, and operational costs.

The checkout page shows the total amount payable for your order in the displayed currency. Please review the total price carefully before completing payment. If you do not agree with the price shown at checkout, do not proceed with the purchase.

The amount shown on an official levy voucher may show only the government levy or government-side amount. It does not necessarily show Treasure Bali’s full service price.

The total amount paid to Treasure Bali may include the government levy component, government or platform charges connected with levy processing, our service fee, payment-processing costs, card-network costs, currency-conversion and multi-currency operational costs, customer support costs, operational handling, and applicable taxes where required.

The legally relevant purchase price for your order is the total price displayed to you on the Treasure Bali checkout page before payment.

The checkout currency may be selected automatically based on signals such as your location, IP address, billing country, browser settings, device settings, or other available information. Where supported, the website may allow payment in another available currency.

The currency and total amount displayed at checkout before payment are the currency and total amount you agree to when completing the purchase.

Different customers may see different checkout currencies or totals because of country, currency, payment method, exchange-rate movements, payment-processing costs, taxes, fraud checks, platform settings, or other operational factors. The amount displayed at checkout before payment is the total price for that specific order.

Payment is made online through the Treasure Bali checkout. Available payment methods may vary depending on your country, currency, device, browser, payment provider, card issuer, and fraud-prevention checks.

Treasure Bali uses Stripe as its payment provider. Stripe may process card payments, wallet payments, authentication flows, fraud checks, and payment confirmations depending on the payment method available to you at checkout.

Available payment methods are displayed at checkout. These may include major credit and debit cards and other payment methods supported by Stripe in your country, currency, device, and browser. Payment methods may change from time to time.

Yes. Payments are processed through Stripe and secured payment infrastructure. Treasure Bali does not store your full card details on its servers. Payment processing may involve authentication steps such as 3D Secure or other strong customer authentication checks where required by your card issuer or applicable law.

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.

Yes. After successful payment, you should receive an order or payment confirmation using the email address provided during checkout. Please check your inbox, spam, junk, promotions, and filtered folders.

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 many cases, the voucher may be issued faster. In rare cases, processing may take longer because of increased demand, government-system maintenance or downtime, payment-provider review, failed authentication, incomplete or incorrect customer details, duplicate applications, email deliverability issues, arrival-date limitations, or other factors outside our reasonable control.

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

[email protected]

Please check your inbox, spam, junk, promotions, and filtered folders. Automated government emails may sometimes be delayed, filtered, or categorised by email providers.

The official voucher email is normally sent directly by the Bali Provincial Government system. Treasure Bali may also assist by locating, resending, or reattaching the voucher where possible, but the official voucher itself may come from the government-system email address rather than from Treasure Bali.

First, check your spam, junk, promotions, and filtered folders. You can also search your email inbox for “Love Bali”, “Bali”, “levy”, “voucher”, or the government email address.

If you still cannot find the voucher, contact Treasure Bali support through our contact page and include:

• your full name as entered at checkout;
• the email address used for the order;
• your payment or order reference if available;
• your passport number if needed for verification;
• your arrival date in Bali;
• a short description of the issue.

In most cases, a digital voucher with a QR code should be sufficient. We recommend saving a copy on your phone, taking a screenshot, and keeping access to the email in case you are asked to present proof of payment.

The government system may impose technical or regulatory limits on how far in advance a voucher can be issued. If the arrival date you provide is too far in the future, we may delay processing until the government system permits issuance, process the order in the closest legally and technically available way, or contact you if additional information is required.

The government system may impose technical limits on dates in the past. If your submitted arrival date is outside the government system’s permitted range, we may process the order according to the closest legally and technically available option, request updated details, or provide support based on the options available at that time.

You are responsible for ensuring that all details entered at checkout are accurate and match your passport and travel plans. If you entered an incorrect name, passport number, email address, arrival date, nationality, or other required detail, contact support as soon as possible.

We cannot guarantee that an issued voucher can be corrected, cancelled, refunded, or reissued. Corrections may depend on the government system, payment status, processing stage, and the information provided.

Where verification tools are available through the official government system, you may use them to check a voucher or QR code. Treasure Bali may also assist with support if you are unable to locate or verify your voucher.

Each traveller needs their own accurate details and, where required, their own levy voucher. Unless a group checkout option is clearly available on the Treasure Bali website, please complete a separate application for each traveller. This helps reduce mistakes and ensures that each traveller’s passport details, email address, and arrival information are captured correctly.

Where accepted by the government system, several travellers may use the same email address. However, each traveller’s name, passport number, arrival date, and other required details must be accurate and specific to that traveller.

No. 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, reject, or delay processing. A duplicate purchase or customer-created processing conflict does not create a right to a refund from Treasure Bali.

If you already purchased the levy elsewhere for the same traveller and arrival date, our ability to process your order may be affected. Contact us immediately with the relevant details. A previous purchase through another provider does not automatically entitle you to a refund from Treasure Bali, especially where our service has already begun.

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

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

Usually no. Because the service is intended to begin immediately after payment, cancellation is generally not possible once processing has started or the service has been performed.

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

Changing your mind, cancelling your trip, missing your flight, changing your route, changing your arrival date, or deciding not to travel does not create a refund right once our service has begun or been performed, except where mandatory law requires otherwise.

A delay does not automatically create a right to a refund, especially where the delay is caused by government-system limitations, payment-provider checks, missing or incorrect customer information, duplicate applications, email deliverability issues, increased demand, or other circumstances outside our reasonable control.

If your voucher is delayed, contact support so we can investigate and assist where possible.

The Bali Tourist Levy process may require accurate passport and travel details. If required information is missing, we may contact you using the email address provided at checkout. If you do not respond or provide the required information, the voucher may be delayed or impossible to issue.

Failure to provide required information does not create a refund right once our service has begun, except where mandatory law requires otherwise.

Our service can begin immediately and may involve payment processing, operational handling, customer support, government-system submission attempts, and personalised processing based on the traveller details submitted. Once these steps have begun or the voucher has been generated, the service cannot simply be returned like a physical product.

Nothing in this FAQ limits rights that cannot be excluded under mandatory law.

Please contact Treasure Bali support before opening a bank dispute. We can help identify the order using your name, email address, payment reference, date of payment, and other available information.

Please contact us first. Most issues can be resolved faster through support than through a bank dispute. Opening a chargeback or bank dispute may delay the support process and require us to respond through Stripe, card networks, banks, or payment providers.

If a payment dispute, chargeback, reversal, or card-network claim is opened, Treasure Bali may provide evidence to Stripe, payment processors, card networks, banks, fraud-prevention providers, professional advisers, regulators, or competent authorities, to the extent permitted by law.

This evidence may include the order details, checkout price, currency, payment confirmation, Stripe transaction information, accepted terms and checkout acknowledgements, customer-submitted details, voucher generation or delivery evidence, email logs, support communication, IP/device/order metadata where available, and evidence showing that the service was started, performed, or completed.

If the service has been correctly performed, we reserve the right to contest the dispute where permitted by law.

No. Opening a bank dispute does not automatically cancel the order, cancel the service, or create a refund right. If the service has already begun or been performed, the order may still be treated as fulfilled.

You may need to provide information such as your full legal name as shown in your passport, passport number, email address, arrival date in Bali, nationality or other travel-related details, and payment or billing information required by the checkout and payment provider.

The passport number may be required to complete the Bali Tourist Levy process and generate the correct voucher for the traveller. The details you provide should match your passport and travel plans.

Your data is used to provide the service, process payment, submit or facilitate the levy process, communicate with you, provide support, handle complaints, prevent fraud, and respond to payment disputes where necessary.

Please read our Privacy Policy for more information about how we process personal data.

You are responsible for providing accurate, complete, and current information. 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 submitted customer information was incorrect or incomplete.

Please contact Treasure Bali support through our contact page. Provide as much relevant information as possible, including your full name, email address, order or payment reference, arrival date, and a clear description of the issue.

Formal complaints may be submitted by email to:

[email protected]

Please include a clear description of the issue, your order or payment reference, the email address used for the order, and any supporting screenshots or documents.

We 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.

No. Treasure Bali does not control immigration, customs, airlines, airports, ports, visa decisions, government inspections, or entry requirements. We provide an independent service related to the Bali Tourist Levy process only. You remain responsible for checking and complying with all travel, visa, immigration, health, customs, and local-law requirements.

Please read our full Terms and Conditions before purchasing. The Terms explain the legal agreement between you and Treasure Bali, including service scope, pricing, payment, delivery, refunds, customer responsibilities, complaints, and dispute handling.