Terms and conditions

1. About these terms

Coconut Collective ("Coconut Collective", "we", "us") manages holiday villas and The Coconut Lounge in Kuta, Lombok, Indonesia. These terms apply when you book a stay directly with us (on this website, by WhatsApp or by email), when you stay with us, and when you use this website. The person who makes the booking ("you") accepts these terms for everyone in the booking.

Bookings made on Airbnb, Booking.com or another platform follow that platform's terms and cancellation policy. Our house rules (section 8) apply to every guest, however they booked.

2. Your booking

• A booking is confirmed once we receive your payment (the deposit or the full amount, see section 4). You get a confirmation email straight away.
• You must be at least 18 years old to book, and you are responsible for everyone in your booking.
• Please check your details, dates and number of guests before you pay. Tell us straight away if something is wrong.
• Villas are booked as the exact villa you choose. At The Coconut Lounge you book a room type; we assign the room and may move you to a room of the same type or better.

3. Prices

• Prices are for the whole stay and include everything shown at checkout. Website prices for villas include our direct-booking discount.
• Prices are set and charged in Indonesian rupiah (IDR). Amounts shown in other currencies are a guide, converted at the latest exchange rate. Your bank or card provider may charge its own conversion or foreign transaction fees.
• Prices can change until you book. The price you pay is the one confirmed at checkout.

4. Payment

• Payments are processed securely by Xendit (card, bank transfer, QRIS or e-wallet). We never see or store your card or bank details.
• Check-in 14 days or more away: you pay 50% when you book. The remaining 50% is due 7 days before check-in. We email you a secure payment link a few days before the due date, and you can pay earlier from your confirmation email.
• Check-in less than 14 days away: you pay the full amount when you book.
• If the balance isn't paid by the due date, we contact you. If it is still unpaid, we may cancel the booking; the cancellation policy in section 5 then applies to the amount already paid.
• Extra services booked during your stay (see section 10) are paid locally, before or during your stay.

5. Cancelling your booking

• Villas: free cancellation up to 5 days before check-in, with a full refund of everything you paid. If you cancel later, or don't arrive, there is no refund.
• The Coconut Lounge: free cancellation up to 48 hours before arrival (check-in 14:00), with a full refund of everything you paid. If you cancel later, or don't arrive, there is no refund.
• To cancel, message us on WhatsApp (+62 813 5340 4277) or email contact@coconutcollectivelombok.com with your confirmation code. The time we receive your message counts (Lombok time, WITA).
• Refunds go back to the original payment method, usually within 14 days. We don't refund bank or currency charges made by your own bank.
• Arriving late or leaving early doesn't give a refund for the unused nights.

We recommend travel insurance that covers cancellation, so you are protected if something unexpected happens.

6. Changes, and cancellation by us

Want different dates, more guests or a different villa? Ask us on WhatsApp. We change your booking when there is availability; any price difference is paid or refunded. Moving your dates to within the no-refund period counts as a cancellation of the original dates.

In the rare case we can't provide what you booked (for example after serious damage, or for reasons of safety), we tell you as soon as possible and offer a comparable villa or room, or a full refund of everything you paid. We are not responsible for other costs, such as flights.

7. Arrival, check-in and check-out

• Check-in from 14:00, check-out by 11:00. An earlier check-in or later check-out is sometimes possible on request, and may be charged.
• Please share your arrival time on WhatsApp so we can welcome you.
• Indonesian law requires us to register our guests. Every guest shows a valid passport or ID at check-in; for foreign guests we report the stay to the immigration authorities.
• Free airport pickup is included for stays longer than 4 nights; we arrange it with you on WhatsApp.

8. House rules

• The number of guests staying overnight may not exceed the number booked or the maximum for the villa or room.
• No parties or events. Quiet hours from 22:00 to 07:00, out of respect for our neighbours and other guests.
• No smoking indoors.
• No pets.
• Illegal drugs are strictly forbidden; Indonesian drug laws are severe. We end the stay of anyone breaking the law, without a refund.
• Please respect local culture: dress modestly in the village, and keep music and behaviour respectful.
• If a guest seriously breaks these rules, puts others at risk or causes damage on purpose, we may end the stay without a refund and, where needed, contact the police.

9. Pools and safety

• Pools have no lifeguard and are used at your own risk. Children must be supervised by an adult at all times, in and around the pool.
• No diving, no glass in or around the pool, and no swimming after drinking alcohol.
• Our villas are on a hillside with terraces, steps and drops. Take care, especially at night and with children. Please follow our team's instructions in an emergency.
• Lock the villa and use the safe for valuables when you go out.

10. Extra services

We can arrange extras such as airport transfers, scooter rental, massages, a private chef and tours. Some of these are provided by independent local partners. We choose them with care, but they are responsible for their own services. Please follow their safety instructions (for example, always wear a helmet and carry a valid licence on a scooter). Prices are confirmed when you book the service.

11. Damage and lost items

• Please treat the villa or room and its contents with care, and tell us straight away if something breaks.
• Damage beyond normal use, missing items or extra cleaning (for example after smoking indoors) may be charged at cost. We show you the costs first.
• We send items left behind on request, at your cost. Items not claimed within 30 days may be donated.

12. Island life

Lombok is a tropical island. Short power or water cuts, slower internet, insects, geckos, construction nearby, weather and the call to prayer are part of life here. We fix what we can quickly, but these don't give a right to a refund. Pictures and descriptions are made in good faith; small differences in furniture or views can occur.

13. Liability and force majeure

We are responsible for providing your stay as booked, with reasonable care. We aren't liable for loss of or damage to your belongings, for indirect losses, or for the services of independent partners. Our total liability for a booking is limited to the amount you paid for it. Nothing in these terms limits liability that can't be limited by law, such as for death or injury caused by our negligence.

We aren't liable when events outside our control stop or change your stay, such as earthquakes, volcanic activity, extreme weather, epidemics, government measures, or disruption of flights and ferries. In that case we work with you on new dates or a fair solution.

14. Something not right?

Tell our team on WhatsApp during your stay, so we can fix it straight away. Problems we only hear about after check-out are much harder to solve. Complaints after your stay: email contact@coconutcollectivelombok.com within 14 days of check-out. We reply within 7 days.

15. Investment information

Information on this website about our projects and investment opportunities (including projected returns, prices and opening dates) is general information only. It is not an offer, financial advice or a guarantee: returns and timelines can be lower or later than projected. Any investment is only made under a separate written agreement. Please take independent legal and financial advice.

16. Using this website

The text, photos and design of this website belong to Coconut Collective or are used with permission. You may share links and view the site for personal use, but not copy or reuse its content commercially without our consent. We try to keep the website accurate and available, but can't guarantee it is free of errors or always online.

17. Changes to these terms, and law

We may update these terms; the version shown when you book applies to your booking. These terms are governed by the laws of the Republic of Indonesia. We will always try to solve a disagreement together first; if that fails, the competent court in Central Lombok (Lombok Tengah) decides, without limiting any rights you have as a consumer under the laws of your own country.

18. Contact

Coconut Collective, Jalan Raya Kuta–Mawun, Kuta, Pujut, Lombok Tengah, NTB, Indonesia. WhatsApp +62 813 5340 4277 · contact@coconutcollectivelombok.com. See also our privacy policy.