Frequently asked questions

You can email us or message us on WhatsApp. See our CONTACT US page for further info.


HOW DO I MAKE A PAYMENT?

Once you have decided on your programmed/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 20% and the balance 1 month prior to arrival.


WHAT IS THE CANCELLATION POLICY?

Please note that by making a payment you enter into a contract (agreement) which confirms that Bukit Lawang Trekking provide the booked services and the guests will stay in near to 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 more50%  50%
Less than one month100%  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.


CANCELLATION OR CHANGE OF ACTIVITIES

If you have already made a deposit payment or paid in full for the trek when you Book with us 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.


WHERE IS BUKIT LAWANG TREKKING?

Bukit Lawang Trekking is located in the Down the river area of Bukit Lawang. If you pre-book and let us know your travel arrangements (be it a private car or public bus) we will of course send a staff member to meet you and escort you up to our Office. 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 from getting hot and bothered and also supporting the local economy.


WHAT TO BRING

The climate here is hot and humid so it’s best to wear loose-fitting, cotton clothing. Jeans are sometimes nice to wear on an evening but not good for walking/trekking. Board shorts (e.g., Quiksilver, billabong etc) are ideal as they dry really quickly. (See the Cultural Awareness section below for further guidance). If you are going trekking don’t worry, you don’t need any specialist clothing or equipment but there are a few useful things to have (e.g., head torch) especially if you are camping overnight: we will send you a detailed ‘kit list’ when you make your booking. There are a few little shops close by that sell just about everything you need such as mosquito repellent, tiger balm, toiletries etc.

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