Please note that by paying the deposit you enter into a contract (agreement) which confirms that Tropical Sumatera will provide you the booked services (treks, activities, transport). You may cancel your booking anytime, but be aware that cancellation fees may occur depending on the date of the cancellation notice :

If you cancel your booking at least 20 clear days before your arrival date, we will refund your deposit (or full payment if you paid in full minus transaction fees). Please note that the transaction fees that may have occurred, are non-refundable and will be deducted from your refund (approx 10%).

If you cancel your booking less than 20 days before your arrival, the deposit will not be refund ! It will be used to cover your treks & tours booking cancellations / guide compensation / car reservation & driver compensation.

At the discretion of the management refunds will be paid via PayPal. Refunds will NOT be paid in cash!

Please note that by paying the deposit you enter into a contract (agreement) which confirms that Sumatra Orangutan Explore will provide you the booked services (treks, activities, transport). You may change the activities you choose, but be aware that fees may be incurred as everything as been booked with trekking teams, tours guide & driver. Once you have paid the deposit, trek teams / activities team / driver 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 a compensation to our teams (guides, driver).

If you need to change your arrival date, we will do our best to adapt your booked treks, activities & transportation but extra fees may be incurred. Please note that if your arrival date changes, your itinerary may also not be possible anymore because of other bookings on the next dates, but we will do our best to find a solution ! It is the guest's responsibility to advise us of any change of arrival date as soon as possible and to be prepared to cover any induced extra fees. We are not responsible for extra charges incurred due to itinerary changes made less than 20 days prior to arrival. Other travel days (such as flight delays or cancellations) are also to the responsibility of the guests and note that fees will also be charged.