Frequently asked questions

You can email us or message us on WhatsApp. See our Contact Us page for further info.

If you do use WhatsApp please remember that we may not always be able to reply immediately but will do our utmost to get back to you asap.

Once you have decided on your programmer/ itinerary we politely request that you make payment in advance. This payment is to secure and confirm your booking. We can accept payment via bank transfer to our Indonesian bank, Wise or PayPal. If you let us know your preference we will send you the relevant link.

If it is still quite some time before your visit (e.g. 6 months or more) we are happy for you to pay a deposit of 60% and the balance 1 month prior to arrival.

We politely ask you to make payment in advance to secure your activities and transport. We ask you to pay for the rooms to secure then. Meaning we will not rent them out to anyone else and you are guaranteed the room once you make the payment. Please note that under exceptional circumstances the management reserves the right to cancel a booking and refund the deposit. We ask you to pay for the trek so we can ensure that our trek teams are available. Once you book a trek, we let our team know and they do not take other work for those dates. We ask you to pay for the transport so we inform the drivers and they do not take other work.

Please note that by making a payment you enter into a contract (agreement) which confirms that Bukit Lawang Trekking will provide the booked services and the guests will stay with us for the nights booked and undertake any activities and use the transport services (where booked). You may cancel your booking at any time; however, a cancellation fee will be charged as follows:

No of days before arrival    Cancellation charge        Refund

1 month or more                                 50%                         50%

Less than one month                          100%                        0%

At the discretion of the management refunds will be paid via Wise or PayPal. Refunds will NOT be paid in cash of any currency.

If you have already made a deposit payment or paid in full for the trek when you are in Bukit Lawang Trekking and then wish to cancel or are not able to continue, we are not able to make any refund. The reason for this is that once you have paid the trek teams are booked and all arrangements are made and paid for. Our teams do not take any other work once we have booked them. Even if you do not continue with your activity, we still pay the trek teams their salary. It would not be ethical for them to make a commitment to us and you and for them not to receive a salary.

We will do our utmost to offer you suitable alternatives and be flexible about the activities we can provide in the event that you are unable to continue or decide not to complete the booked activity.

Our Office is located in the Central Near of Bus station in Bukit Lawang

If you pre book and let us know your travel arrangements (be it private car or public bus) we will of course send a staff member to meet you.

We will usually be able to help you with your luggage if necessary but if you have lots to carry or are a large group there are local porters available who currently charge only 50,000 IDR per bag. If the luggage is oversize, it may be a little bit more. By using porters, you are saving yourself getting hot and bothered and also supporting the local economy.