Terms, Conditions & Privacy Policy
Welcome to Lombok Rinjani Guide (accessible via lombokrinjaniguide.com). Our primary operations and physical headquarters are based locally in Senaru Village, North Lombok, Indonesia. By accessing our website, booking our Mount Rinjani trekking packages, utilizing our private transport network, or communicating with our booking team, you automatically agree to comply with and be bound by the following comprehensive Terms, Conditions, and Privacy Policy.
Please read this document carefully before making a deposit. All bookings, data handling, and mountain operations are strictly governed under Indonesian travel laws and the official regulations of the Mount Rinjani National Park Authority (TNGR).
PART I: TERMS & CONDITIONS (BOOKING & CANCELLATION POLICIES)
1. Booking Confirmation and Deposit Policy
• To secure your official Mount Rinjani trekking permit slots, professional mountain guides, porters, and transport logistics, a down payment (deposit) is strictly required at the time of booking.
• The remaining balance must be settled in full upon your physical arrival at our head office in Senaru Village before your trek officially begins on Day 1. Payment can be settled via bank transfer, credit card (subject to processing fees), or cash (IDR, USD, or AUD based on our current operational exchange rates).
2. e-Rinjani Permit Registration (Government Rules)
• Every individual hiker must be registered on the official government e-Rinjani mobile system managed by the Mount Rinjani National Park Authority (TNGR).
• Once an e-Rinjani entrance permit (Simaksi) is officially issued under your legal full name and passport number, national park regulations strictly state that the permit is 100% non-refundable and non-transferable to any other name, person, or alternative date.
3. Cancellation Matrix & Force Majeure Protocols
• Cancellation by the Guest: If you cancel your booking for personal reasons, your down payment (deposit) is non-refundable, as it is instantly utilized to buy government permits and secure upfront logistics.
• Cancellation due to Volcanic Activity or Earthquakes: Mount Rinjani is an active volcano. If the Indonesian government or TNGR shuts down the mountain due to sudden volcanic eruptions, unexpected ash clouds, earthquakes, or increased seismic warnings, your deposit cannot be refunded by the government. However, Lombok Rinjani Guide will fully assist you to reschedule your dates or redirect your trip to alternative safe adventure tours in Lombok.
• Cancellation due to Extreme Weather: The national park authority can issue emergency temporary closures due to heavy monsoon rains, extreme wind storms, or heavy lightning. If a closure occurs while you are in Lombok, we will offer alternative low-altitude trekking options (such as Senaru waterfall exploration or Tetebatu rice terraces).
4. On-the-Mountain Weather & Summit Attack Cancellations
• Weather at 3,000+ meters altitude can change unpredictably within minutes. If your licensed mountain guide determines that conditions on the summit ridge are too dangerous due to freezing wind chills (exceeding 25 knots) or heavy storms, the guide has the absolute legal authority to cancel the midnight summit attackfor your safety.
• If a summit attack or lake descent is canceled at the crater rim due to extreme weather, no partial refunds will be given, as all porter services, food logistics, and national park permits have already been fully utilized.
5. Mandatory Medical Screening & Travel Insurance
• All hikers, domestic and international, must undergo a mandatory medical check-up at a local clinic in Lombok to obtain a Surat Keterangan Sehat (Medical Health Certificate) before entering the national park gates.
• Lombok Rinjani Guide does not cover personal international travel or extreme sports insurance. We strictly demand that all international guests possess valid travel insurance that explicitly covers high-altitude trekking up to 4,000 meters, emergency mountain evacuation, and medical accidents.
6. Luggage & Personal Property Responsibilities
• We provide secure, complimentary luggage storage at our main office headquarters in Senaru Village for all your heavy suitcases and travel items while you are on the mountain.
• While we take the utmost care to secure your bags, Lombok Rinjani Guide is not liable for the loss or damage of high-value personal electronics (laptops, expensive cameras, jewelry, passports) left in storage or carried on the mountain. We strongly advise keeping highly valuable electronics in your personal daypack.
PART II: PRIVACY POLICY (DATA PROTECTION & PRIVACY RIGHTS)
7. Information We Collect
To properly arrange your official Mount Rinjani trekking permits (Simaksi), local medical certificates, and transportation, we collect several personal details from you when you book through our forms or WhatsApp line:
• Identification Data: Full name, nationality, gender, date of birth, passport number, or national ID photo (required exclusively for the official government e-Rinjani registration system).
• Contact Information: Email address, WhatsApp/phone number, and hotel accommodation details in Bali or Lombok.
• Health and Safety Data: Basic medical history or physical fitness status to ensure you are medically fit to climb to 3,726 meters.
8. How We Use and Share Your Information
Your personal information, passport photos, and contact data are securely stored in our systems. Because our head office is based locally in Senaru Village, North Lombok, your documentation is handled strictly by authorized booking staff. We do not sell, rent, trade, or share any of your private personal data with third-party marketing companies.
Your identification data is shared only with official authorities involved in your trek logistics, such as:
• The Mount Rinjani National Park Office (TNGR) for legal permit issuance.
• Local medical clinics in Lombok for the mandatory pre-hike health screening certificate.
• Booking offices of trusted fast boat operators (like Eka Jaya) or transport teams to arrange your transit.
9. Log Files and Cookies
Lombok Rinjani Guide follows a standard procedure of using log files and cookies. These files log visitors when they visit websites. The information collected includes internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date/time stamp, and referring/exit pages. The purpose of this information is for analyzing traffic trends, administering the site, tracking users' movement on the website, and gathering demographic information to continuously improve our SEO performance.
10. GDPR Privacy Rights (Data Protection Rights)
We want to make sure you are fully aware of all of your data protection rights under global privacy frameworks like the General Data Protection Regulation (GDPR). Every international user is entitled to the following:
• The right to access: You have the right to request copies of your personal data held by our office.
• The right to rectification: You have the right to request that we correct any information you believe is inaccurate.
• The right to erasure: You have the right to request that we erase your personal data after your Mount Rinjani trekking tour is completed and settled.
11. Customer Consent
By using our website, filling out our booking contact forms, or communicating with our team, you hereby consent to our combined Terms, Conditions, and Privacy Policy and agree to all its terms.
Contact & Operation Headquarters
If you wish to access, correct, amend or delete any personal information, or if you have questions regarding our booking regulations, feel free to contact us:
• Head Office Address: Senaru Village, Bayan District, North Lombok Regency, West Nusa Tenggara, Indonesia.
• Official Website: lombokrinjaniguide.com
📋 Frequently Asked Questions: Booking Policy, Data Security & Privacy Rights
A: Yes, your passport photo is 100% safe with us. We use encrypted systems to store your documents. Your data is handled strictly by our authorized booking staff in our Senaru office and is only uploaded to the official Indonesian government e-Rinjani portal for your legal trekking permit.
A: Mount Rinjani stands at a challenging 3,726 meters. The National Park Authority (TNGR) strictly mandates that all hikers undergo a physical check-up to prevent high-altitude medical emergencies. We collect this basic health data solely to facilitate your mandatory check-up at the local clinic in Lombok.
A: If you cannot travel due to a sudden medical emergency, your deposit remains non-refundable because government e-Rinjani permits are instantly locked under your name upon purchase. However, if you notify us at least 7 days in advance, we will do our best to help you reschedule your guiding and transport logistics for a future date.
A: No. Under strict national park regulations, government-issued e-Rinjani permits (Simaksi) are completely non-transferable to any other person, passport number, or alternative date. If a friend wants to take your place, they must register as a new hiker and purchase a new permit.
A: Absolutely not. We strictly follow global privacy standards (like GDPR). We never sell, rent, or share your contact information with external marketing companies. Your phone number is only shared with your designated driver, guide, or boat operator to ensure smooth transit logistics.
A: Yes, absolutely. Under your GDPR privacy rights, you can contact our Senaru office anytime after your trek is completed and settled to request the complete deletion of your passport photos, contact details, and booking history from our local databases.
A: If our certified guide cancels the midnight summit attack at the crater rim due to extreme weather or dangerous winds, no refunds can be issued. This is because all park entry fees, mountain food supplies, licensed guide fees, and local porter salaries have already been fully utilized for your trek.
A: No, our trekking packages do not include personal international medical or extreme sports insurance. We strictly require all international guests to purchase a comprehensive travel insurance policy from their home country that explicitly covers high-altitude hiking up to 4,000 meters and mountain emergency evacuation.
A: We keep your digital passport copies securely stored only until your Mount Rinjani tour is completed and you have safely checked out. Our system automatically archives and purges these files at the end of the climbing season to maintain maximum data security.
A: We do not charge extra fees for flight delays. Because our office controls 100% of our transport fleet from our Senaru headquarters, our private drivers will monitor your live flight status and wait for you at Lombok Airport. However, please update our team via WhatsApp as soon as you get internet access.