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Terms & Conditions

Terms and conditions

These Booking Conditions govern your booking and transportation services marketed under the Setia Fast Ferry brand.

By making a booking, you acknowledge that you have read, understood and agree to be bound by these Booking Conditions.

We reserve the right to change these Booking Conditions at any time prior to a booking being made.

INTRODUCTION

Welcome to Setia Fast Ferry (“we”, “our”, “us”)!

These Terms of Service (“Terms”) govern your use of the website located at setiafastferry.com (the “Service”).

The Service is operated by PT Setia Sinergi Digital, which manages the website, online booking platform and payment processing for Setia Fast Ferry. Sea transportation services marketed under the Setia Fast Ferry brand are operated by PT Setia Rejeki Sakti.

Our Privacy Policy also governs your use of the Service and explains how we collect, safeguard and disclose information resulting from your use of our web pages.

Your agreement with us includes these Terms and our Privacy Policy (together, the “Agreements”). By accessing or using the Service, you acknowledge that you have read, understood and agree to be bound by the Agreements.

Your agreement with us includes these Terms and our Privacy Policy (“Agreements”). You acknowledge that you have read and understood Agreements, and agree to be bound of them.

If you do not agree with (or cannot comply with) Agreements, then you may not use the Service, please let us know by emailing at hello@setiafastferry.com so we can try to find a solution. These Terms apply to all visitors, users and others who wish to access or use our service.

“Setia Fast Ferry” refers to the brand under which transportation services are marketed.

“Booking Platform” refers to the website and booking system operated by PT Setia Sinergi Digital.

“Operator” means PT Setia Rejeki Sakti, the company that operates the ferry services.

“We”, “us” and “our” refer collectively to PT Setia Sinergi Digital and PT Setia Rejeki Sakti, depending on the context of the service being provided.

“You” and “your” mean all persons named in a booking, including anyone later added or substituted.

“Credit Note” means a credit issued by the booking platform redeemable within 12 months of issue for available services. Credit notes are not transferable and are not redeemable for cash. Redemptions are subject to the booking conditions in effect at the time of use. No refund is available for services cancelled after redemption.

You must follow the instructions of Setia Fast Ferry staff and comply with any notices displayed on the vessel.

The sea transportation services are provided by PT Setia Rejeki Sakti, and any contract relating to the operation of the vessel is between you and PT Setia Rejeki Sakti.

This contract is governed by Indonesian law, and you agree to submit to the jurisdiction of Indonesian courts. Any changes to this contract must be made in writing.

A booking is confirmed (and a contract for booking facilitation and payment processing between you and PT Setia Sinergi Digital comes into effect) when:

  • You have made a booking and provided all necessary information to process your request;

  • You have paid the amounts payable at the time of booking in accordance with these Booking Conditions; and

  • We have issued you with a booking confirmation.

Sea transportation services booked through the Service are provided by PT Setia Rejeki Sakti, and a separate contract for the provision of those transportation services exists between you and PT Setia Rejeki Sakti.

We reserve the right to decline a booking at our discretion. If we decline your booking and you have made any payments in respect of that booking, any amounts received will be refunded in accordance with our refund policy.

Verbal promises or representations made by booking agents or clerks are not binding.

Bookings made on behalf of others

By making a booking or payment, you represent that you have the authority to accept these Terms and any additional terms on behalf of all guests included in the booking. This includes authority from parents or guardians in respect of children.

Parents, guardians or carers accept these Terms and any additional terms on behalf of the persons for whom they are responsible. It is important that you and all guests included in your booking read and understand these Terms before travel.

Where a booking is made through a third-party agent, that agent is deemed to accept these Terms on your behalf. You are responsible for ensuring that your travel agent provides you with all relevant booking information and updates.

Requests to change or reschedule a booking must be submitted to Setia Fast Ferry staff and are processed by PT Setia Sinergi Digital, which manages bookings on behalf of the operator.

All booking changes are subject to seat availability and must be requested within the timeframes below:

  • Regular season (6 January – 31 May and 1 October – 19 December): at least 48 hours before departure

  • High season (1 June – 30 September and 20 December – 5 January): at least 4 days before departure

Requests submitted outside these timeframes may be refused. Approval of a booking change does not guarantee availability on a requested alternative departure.

When making a purchase through the Service, you may be required to provide certain information relevant to your purchase, including but not limited to your credit or debit card details, card expiry date, billing address and other information required to process payment.

You represent and warrant that:

  • you have the legal right to use any payment method used in connection with a purchase
  • the information you provide is true, accurate and complete.

Purchases made through the Service are processed by PT Setia Sinergi Digital, which facilitates payment collection and booking on behalf of the transportation service operator, PT Setia Rejeki Sakti.

We may use third-party payment service providers to facilitate payment processing and complete purchases. By submitting your information, you authorise us to share such information with these third parties in accordance with our Privacy Policy.

We reserve the right to refuse or cancel a purchase at any time for reasons including, but not limited to, service availability, pricing or description errors, errors in your order, or suspected fraud or unauthorised or illegal transactions.

Bookings may be made through authorised travel agents or third-party sellers acting as intermediaries.

Authorised agents act independently and are not employees or representatives of PT Setia Sinergi Digital or PT Setia Rejeki Sakti. Neither company is responsible for representations, promises or information provided by an agent that are inconsistent with these Terms.

Agents are responsible for forwarding booking details and payments correctly. Passengers must obtain refunds for any funds paid to an agent that have not been forwarded to the booking platform directly from that agent.

All bookings, regardless of where they are purchased, remain subject to these Terms.

Sea transportation services marketed under the Setia Fast Ferry brand are operated by PT Setia Rejeki Sakti.

PT Setia Rejeki Sakti may, for operational or safety reasons, including adverse weather or sea conditions, change vessels, adjust schedules, delay departures or cancel services. Such decisions are made in the interest of passenger safety.

To the fullest extent permitted by law, PT Setia Rejeki Sakti will not be liable for any loss, damage or injury arising from changes, delays or cancellations of services, including but not limited to accommodation costs, alternative transportation or other consequential expenses, which remain the responsibility of the passenger.

Where a service is cancelled, any refund or rescheduling will be handled in accordance with the applicable refund policy.

Neither PT Setia Sinergi Digital nor PT Setia Rejeki Sakti will be liable for failure or delay in performing obligations where such failure or delay is caused by events beyond reasonable control.

Force majeure events include, but are not limited to: severe weather, unsafe sea conditions, natural disasters, acts of government or harbour authorities, port closures, mechanical breakdown, labour disputes, fuel shortages, public health emergencies, pandemics, war, civil unrest or other safety-related events.

Where a force majeure event occurs, services may be suspended, delayed, rescheduled or cancelled. Passengers acknowledge that such events are outside the control of the operator and that refunds are not guaranteed. Passengers are responsible for seeking compensation through their travel insurance.

At our discretion, and subject to operational availability, a credit or rescheduling option may be offered, but this is not an obligation.

Safety decisions made in response to force majeure events are final.

No refund will be issued where a trip is cancelled due to a government directive, Harbor Master order or official weather warning that prevents safe vessel operation.

Such cancellations are safety decisions outside the control of the operator. In these circumstances, passengers may be offered rescheduling or credit at the discretion of PT Setia Sinergi Digital, subject to availability.

Refunds relating to bookings made through the Service are processed by PT Setia Sinergi Digital, which manages bookings and payment collection on behalf of the transportation operator.

If a trip is cancelled by the operator, PT Setia Rejeki Sakti, passengers are entitled to a refund of amounts paid for the affected booking, subject to the Non-Refundable Policy below. Where a booking was made through a third-party agent, passengers must recover any funds that have not been forwarded to the booking platform from that agent.

For passenger-initiated cancellations, the following terms apply:

  • 50% refund or a credit note for the full amount paid for cancellations made more than 14 days before travel

  • Credit note only for cancellations made between 48 hours and 14 days before travel

  • No refund for cancellations made within 48 hours of travel

No refunds will be provided for late arrivals or no-show passengers.

Each ticket is sold as a single fare and cannot be divided into separate trips.

Sea transportation services marketed under the Setia Fast Ferry brand are operated by PT Setia Rejeki Sakti. Schedules are estimates only and cannot be guaranteed.

Passengers are responsible for allowing sufficient time between ferry services and any connecting flights, transfers or other onward travel arrangements.

To the fullest extent permitted by law, PT Setia Rejeki Sakti will not be liable for any loss, cost or additional expenses incurred as a result of missed connections or services due to delays or schedule changes.

For safety reasons, sea transportation services (operated under the Setia Fast Ferry brand by PT Setia Rejeki Sakti) are not suitable for individuals who are:

  • under 3 years of age

  • over 65 years of age

  • pregnant

  • suffering from heart conditions or back problems.

If a passenger, or their parent or legal guardian, chooses to proceed with a booking despite not meeting the suitability criteria, the booking is made at their own risk.

By proceeding with the booking, the passenger, parent or legal guardian acknowledges and accepts the risks associated with travel, understands that insurance coverage may be limited or unavailable, and agrees that PT Setia Rejeki Sakti, its officers and employees will not be liable for any loss, injury or claim arising solely from the decision to travel contrary to the suitability guidelines.

PT Setia Sinergi Digital is not responsible for assessing passenger suitability or for the operation or safety of the vessels.

If a passenger acts in a manner that threatens the safety of themselves or others, including vessel crew, other passengers or third parties, authorised representatives of PT Setia Rejeki Sakti may, acting reasonably, refuse boarding or require the passenger to leave the terminal or vessel.

If a passenger presents for boarding while intoxicated, as reasonably determined by the crew or authorised representatives of PT Setia Rejeki Sakti, boarding may be refused and no refund will be provided.

Passengers must follow all safety instructions and briefings provided by vessel crew at the commencement of the voyage and throughout the journey. Passengers are required to take particular care during inclement, rough or heavy weather conditions, or as otherwise advised by the crew.

The sea transportation services are operated by PT Setia Rejeki Sakti. To the fullest extent permitted by law, PT Setia Rejeki Sakti will not be liable for any loss, damage, injury or death suffered as a result of a passenger’s failure to follow safety instructions, failure to use provided safety equipment, or from unreasonable or unsafe actions by the passenger.

Crew members are not medically trained professionals. Any medical assistance provided during the voyage is limited to basic first aid only.

The sea transportation services are operated by PT Setia Rejeki Sakti. To the fullest extent permitted by law, PT Setia Rejeki Sakti does not guarantee the availability of medical assistance or equipment onboard and will not be liable for any loss, injury, deterioration of health or death arising from the absence, delay or limitation of medical assistance during the voyage, except where required by applicable law.

Passengers travel at their own risk and are responsible for ensuring they are medically fit to travel and adequately insured.

Travel Insurance

Passengers are strongly encouraged to obtain comprehensive travel insurance covering cancellation, medical expenses, evacuation, baggage and additional travel costs. Insurance is a personal decision and choice of insurer rests with the passenger.

Insurance should be arranged at the time of booking, as cancellation fees may apply from that time.

Neither PT Setia Sinergi Digital nor PT Setia Rejeki Sakti provides travel insurance.

Health & Fitness

Passengers are responsible for ensuring they are medically fit and physically able to travel. If you have any concerns about your ability to travel, you should seek medical advice before booking. We may require completion of a health declaration where reasonably necessary.

Passengers requiring assistance with mobility or personal care must travel with a carer capable of providing appropriate support. Vessel crew are not able to act as personal carers.

If a passenger has a medical condition that makes travel unsafe for themselves, other passengers or crew, authorised representatives of PT Setia Rejeki Sakti may refuse boarding or remove the passenger from the vessel. This will be treated as a passenger cancellation and standard cancellation terms apply.

Risk Acceptances & Waivers

Sea travel and related activities involve inherent risks, including weather conditions, vessel movement and the marine environment. By travelling, passengers acknowledge and accept these inherent risks.

To the fullest extent permitted by law, neither PT Setia Sinergi Digital nor PT Setia Rejeki Sakti is liable for injury, loss or damage arising solely from inherent risks that cannot reasonably be avoided through the exercise of due care.

Additional tours or third-party services may require separate waivers or risk acceptance forms from the relevant provider.

Baggage is carried on sea transportation services operated by PT Setia Rejeki Sakti and is subject to the following conditions.

Each passenger may bring:

  • Up to two carry-on items that must fit within the passenger’s seating area and must not occupy additional seats.
  • One item weighing no more than 22kg. Baggage exceeding this allowance may be refused carriage and must be stored at the passenger’s own risk and expense.

No luggage or personal items may be placed in the aisle. Aisles must remain clear at all times to allow safe crew movement and emergency access.

Passengers must keep valuables such as passports, money, jewellery, electronic devices and important documents with them at all times. Checked baggage is not suitable for valuables. To the fullest extent permitted by law, PT Setia Rejeki Sakti is not liable for loss or damage to valuables placed in checked baggage.

Additional items such as surfboards, fishing rods, prams and travel cots may be permitted at the discretion of the crew and are carried free of charge subject to available space.

Passengers acknowledge that all baggage is transported at their own risk. To the fullest extent permitted by law, PT Setia Rejeki Sakti is not liable for loss, delay or damage to baggage except where caused by gross negligence or wilful misconduct.

Prohibited Items

Passengers must not bring onto the vessel any goods of a dangerous or prohibited nature, including but not limited to:

  • firearms, knives, weapons or sharp objects

  • alcohol or illegal drugs

  • explosives, flares, fireworks or hazardous chemicals

  • batteries or materials capable of combustion or leakage

  • items prohibited by law.

Any item considered dangerous by crew may be refused carriage.

Searches

Where there is reasonable cause to suspect a passenger is carrying a prohibited item, authorised representatives of PT Setia Rejeki Sakti may, subject to applicable law, inspect baggage or conduct safety checks.

Crew may detain, remove or dispose of dangerous items where reasonably necessary to protect passenger safety or vessel security. No liability will arise for actions reasonably taken in the interest of safety.

Carriage of pets and animals is subject to approval and may be refused at the discretion of PT Setia Rejeki Sakti, which operates the vessel.

If an animal behaves in a manner that threatens the safety of passengers, crew or third parties, authorised representatives of PT Setia Rejeki Sakti may refuse boarding or require the animal and owner to leave the terminal.

Passengers must remain with their animal at all times. Animals must be restrained on a lead and are not permitted inside the passenger cabin. Animals must remain at the stern of the vessel as directed by crew.

Passengers travelling with animals must comply with harbour authority requirements. Sanur Harbour requires presentation of a valid and up-to-date vaccination record before boarding. Animals are not permitted inside the Sanur Harbour waiting area and must remain in the designated external area prior to boarding.

Passengers accept full responsibility for their animal at all times.

Smoking, including the use of e-cigarettes or vaping devices, is strictly prohibited onboard vessels operated by PT Setia Rejeki Sakti.

Passengers who fail to comply with this rule may be refused carriage or removed from the vessel for safety reasons without refund.

Hotel and accommodation transfers are arranged as an optional service in connection with bookings. Pick-up times will be confirmed by Setia Fast Ferry staff at the time of booking.

Transfers are provided to or from one specified address within designated areas of Bali and Lembongan. The address must be supplied at the time of booking and may be changed up to 4 days prior to departure. Drivers are instructed to travel only to the confirmed address and are not responsible for locating accommodation where an address has not been correctly provided.

Transfer services may be operated either by Setia Fast Ferry drivers or by independent third-party transport providers engaged to assist with passenger transfers.

To the fullest extent permitted by law, PT Setia Sinergi Digital and PT Setia Rejeki Sakti are not liable for delays caused by traffic conditions, weather, road closures or events outside their reasonable control. Passengers are responsible for being ready at the confirmed pick-up location at the agreed time. Failure to do so may result in forfeiture of the transfer without refund.

From time to time, additional tours, activities or experiences may be offered for booking through the Service.

Where such services are offered, PT Setia Sinergi Digital acts solely as a booking agent for the third-party service provider (“Additional Services Provider”). Our role is limited to arranging your booking with the Additional Services Provider.

The Additional Services Provider is responsible for delivering the service, including safety, scheduling, insurance and customer support. Neither PT Setia Sinergi Digital nor PT Setia Rejeki Sakti operates or controls these services.

To the fullest extent permitted by law, we are not liable for loss, damage, injury, delays or disputes arising from services provided by an Additional Services Provider. Any claims relating to those services must be directed to the relevant provider.

By using the Service, you consent to receive operational communications relating to your booking.

You may also choose to receive newsletters, marketing or promotional materials from PT Setia Sinergi Digital. You can opt out of marketing communications at any time by using the unsubscribe link or contacting us at hello@setiafastferry.com.

All communications are handled in accordance with our Privacy Policy.

During travel, photographs or video recordings may be taken by authorised representatives of PT Setia Rejeki Sakti or PT Setia Sinergi Digital for operational, safety or promotional purposes.

By travelling, passengers consent to the use of such images or recordings for marketing, promotional and informational purposes without compensation.

Passengers who do not wish their image to be used must notify staff in writing before travel or inform crew at check-in. We will take reasonable steps to respect such requests, but cannot guarantee exclusion where filming occurs in public or group settings.

The Service, including its original content, design, features and functionality (excluding user-provided content), is owned by PT Setia Sinergi Digital and its licensors and is protected by applicable copyright, trademark and intellectual property laws.

The Setia Fast Ferry name, branding and associated materials may not be used without prior written permission.

Nothing in these Terms grants passengers any rights to use intellectual property other than for personal, non-commercial use of the Service.

The Service and related transportation services are provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, PT Setia Sinergi Digital and PT Setia Rejeki Sakti make no representations or warranties, express or implied, regarding the availability, accuracy, reliability or suitability of the Service, booking platform or transportation services.

Passengers agree that use of the Service and participation in transportation services is at their own risk.

Without limiting the above, neither company warrants that the Service will be uninterrupted, error-free, secure or free from harmful components, or that defects will be corrected. Neither company guarantees that the Service or transportation services will meet individual expectations or requirements.

Nothing in these Terms excludes any warranty or condition that cannot be excluded or limited under applicable law.

To the fullest extent permitted by law, neither PT Setia Sinergi Digital nor PT Setia Rejeki Sakti, nor their officers, employees or authorised representatives, will be liable for any indirect, incidental, special or consequential loss, including loss of profit, loss of opportunity, loss of enjoyment or additional expenses arising from a booking or transportation service.

Where liability cannot be excluded by law, the total liability of PT Setia Sinergi Digital and PT Setia Rejeki Sakti combined will not exceed the amount paid by the passenger for the affected booking.

Nothing in these Terms limits liability for matters that cannot legally be excluded, including liability arising from wilful misconduct or gross negligence where applicable law requires responsibility.

These Terms and any contracts formed under them are governed by the laws of the Republic of Indonesia.

Any dispute arising from a booking, transportation service or use of the Service will be subject to the exclusive jurisdiction of the courts of the Republic of Indonesia.

By using the Service or booking transportation services, you acknowledge that you have read these Terms and agree to be bound by them.

Please send your feedback, comments, requests for technical support by email: hello@setiafastferry.com.