nūsa life · CV NUSA CUAN SELALU · Last updated 19 Oct 2026
This policy sets out when and how refunds are issued for bookings made through nusalife.com, paid with GoPay, QRIS or a bank virtual account via Midtrans, or with PayPal.
Refund eligibility depends on how much notice you give before your scheduled pickup, departure, or transfer time. Most services share the same cancellation window; Boat Trip bookings, self-drive car rentals and car day trips have longer ones, noted below.
Free cancellation with a full refund when you cancel 24 hours or more before your scheduled pickup, departure, or transfer time. This applies to e-bike / bicycle rentals, Boat Taxi rides, boat transfers, and car transfers to Lombok. Boat Trip bookings (snorkel tours, sunset cruises, custom routes) require 48 hours or more notice for a full refund, since they involve more advance planning with the boat and crew. Self-drive car rentals must be cancelled at least 2 days before the rental starts, and car day trips at least 4 days before the trip. Cancellations made within the applicable window, or no-shows, are non-refundable — by that point nūsa or its partners have already allocated the vehicle, boat, or driver on your behalf.
If nūsa or an operating partner cancels a booking — due to weather, mechanical issues, safety concerns, or operational reasons — guests are offered, at their choice, a full refund or a rebooking to the next available slot at no extra cost. This applies regardless of how close to the booking time the cancellation happens.
Boat departures may be delayed or cancelled for safety. In these cases, Section 3 applies — this is not treated as a guest-initiated cancellation, and the cancellation windows in Section 2 do not apply.
Bookings made with a promo code are refunded at the amount actually paid, not the pre-discount price.
GoPay, QRIS and bank virtual account payments are processed through Midtrans; PayPal payments are processed through PayPal. Credit and debit cards are not available yet. Approved refunds are issued back to the original payment method used, through whichever of those handled the payment.
Message nūsa support on WhatsApp at +62 812 9999 6872 with your booking confirmation. Cancellation requests are reviewed within a few hours during business hours; once confirmed, the refund is initiated per Section 6.
Cancellations made within the applicable window (24 hours for most services, 48 hours for Boat Trip bookings, 2 days for self-drive car rentals, 4 days for car day trips) before the scheduled pickup, departure, or transfer time. No-shows or arrivals after the departure/pickup time. Change of mind after the applicable window has passed. Circumstances unrelated to nūsa's service delivery (reviewed case by case).
Where a boat charter or other service is operated by a partner rather than nūsa directly, refund terms follow this policy unless the partner's own terms are more favorable to the guest.