Privacy Policy and Terms & Conditions

Privacy Policy

This document outlines the types of personal information we receive and collect when you use our services, as well as some of the steps we take to safeguard information. We hope this will help you make an informed decision about sharing personal information with us.

What data do we collect?

Depending on the circumstances, Harimau Sumatra may collect personal information when you make an enquiry or book a guided walk, trek, airport transfer or accommodation with us, including some or all of the following;

  • name
  • email address
  • country of residence
  • whether or not you are travelling with children

When you are travelling with us, we may take a photograph of you that may be used in brochures, in our advertising, and on our website. We undertake to only publish an image of you if you consent.

How do we collect data?

You may give this information to us when you interact with us by telephone or email, or when you enter details in our website enquiry form. We may also receive the information from a third party, for example, from another person making an enquiry or booking on your behalf

How the data is used

We may use personal information to send you an email after your visit to Sumatra to request feedback on our services, or ask you what you thought of your experience with Harimau Sumatra.

We may also use personal information for research and analysis of our customer base, to improve and better tailor our services.

We process personal information on our servers in Australia and in Indonesia.

Disclosure to Suppliers and third party affiliates

We may share aggregated non-personal information with third parties outside of Harimau Sumatra, such as partner guides, guesthouses and other service providers in Sumatra, to further improve our services. Please only supply information that you are happy to be disclosed in this manner.

When we use third parties, we require that they comply with our Privacy Policy and any other appropriate confidentiality and security measures.

Access to your information

To access the information we hold about you, or to make corrections or updates to your personal details, please contact us via our enquiries form on our website.

Links to other websites

Our website may contain links to third party websites not controlled or owned by us. It is your responsibility to check the status of these sites before using them and read their applicable terms and conditions.


Terms and Conditions

Prior to confirming a booking through the Harimau Sumatra website you are agreeing to be bound by the following the terms and conditions.

Important information about your contract:

Harimau Sumatra is an agency which makes bookings, on behalf of travellers, for trekking and other activities with our chief guide, Abdul Rahman, as well as with a coalition of other independent, local guides, ecotourism operators and guesthouses in Sumatra, Indonesia.

Our principal guide is Abdul Rahman, who is based in Bukit Lawang, Sumatra.

All trekking, rafting, guided walks and other activities in Bukit Lawang are coordinated and run by Abdul Rahman. In some circumstances, Abdul Rahman may delegate the running of activities to other local independent guides, under his direction and supervision.

Your contract, for all bookings of trekking, guided walks, activities in Bukit Lawang is a contract between you and Abdul Rahman.

Your contract, for all bookings of accommodation, airport transfers and activities outside of Bukit Lawang, is a contract between you and the local guide, guesthouse, or airport transfer service provider with whom you are booked.

Deposits:

You are required to pay a small, non-refundable deposit for all reservations. The size of the deposit required will be advised when you make your booking, but in most cases it is 20%.

Prices:

Prices are correct at time of publication however Harimau Sumatra reserves the right to alter the price if there is significant change on local exchange rates or any increase in permit fees.

Amendments on Booking:

You can make changes to the dates of your booking, subject to availability. We do our best to accommodate your amendments but you will be responsible for any additional costs which may arise from the amendments (for example, if the hotel room you originally booked is not available for the new dates and an upgrade is required).

Cancellations by the customer:

If you cancel your booking giving us more than 7 days notice, you will lose your non-refundable 20% deposit, but will not be liable for any further costs.

If you cancel your booking with less than 7 days notice, you will be liable for 50% of the entire cost.

If you cancel your booking with less than 48 hours notice, you will be liable for 100% of the entire cost.

Cancellations by Harimau Adventure:

Harimau Sumatra is not responsible for any changes in the itinerary due to unavoidable circumstance beyond our control such as government restriction, land slide, any form of natural disaster, road blockage, flood, political unrest, cancellation of flight, delay, sickness or accident. In such circumstances, we will refund to you any deposit or other moneys you have paid, and attempt to accommodate you as best we can by transferring dates or details of your booking if you so wish, however we will not be liable in any way for any inconvenience arising.

Health & Fitness:

A reasonable state of health and physical fitness is required for all trekking activities in Gunung Leuser National Park. For the two day treks we advise a good level of physical fitness is required. These trips involve some steep inclines and fairly extended periods of walking, sometimes between 6-8 hours per day. Walking may be, at times, in difficult weather conditions or heavy rain. You should seek advice from a qualified medical practitioner as to your fitness and the suitability of this trip, if you are in any doubt about your health and whether a long walking trip may have adverse effects on your health.

Travel Insurance:

We strongly recommend that all travellers have travel insurance that covers accidents and emergency evacuation in the case of you need to be rescued. You should ensure that your travel cover allows for you to undertake an unlimited range of activity, including trekking and rafting. You should also check whether you are required to disclose to your insurer your intention to participate in those activities.

Guide / Leader:

We take active steps to ensure that all trekking and expedition guides, with whom we make bookings through the Harimau Sumatra website, are licensed by the Indonesian Guide Association, and have the appropriate skills and experience to be undertaking work as a guide in the Gunung Leuser National Park.

Unsafe or unlawful activity:

If you commit any illegal act in the trips or if, in the opinion of our guide, your behaviour is unfavourable to the safety and welfare of the group or locals, you may be asked to leave the trip without any right to refund.

Complaints:

If you have complaints about the trip, you can tell to operator/leader/guide at the earliest opportunity then he will take the appropriate action. You make a more formal complaint in writing by submitting an enquiry through Harimau Sumatra’s website.

Acceptance of risk and Liabilities:

We are committed to provide the best service, and have very high standards of quality control.

Harimau Sumatra contracts with a network of businesses and individuals to assist in the running of our activities, as agent for these third parties.

Harimau Sumatra is not responsible for the acts and omissions of these third parties.

Further, the nature of some of the trekking, guided walking and rafting expeditions which may be booked through the Harimau Sumatra website are adventurous and therefore involve some risk. We inform you that Harimau Adventure will not be liable for any damages or injuries or death resulting from these inherent risks.

To the fullest extent permitted by law,

  • liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded.
  • You release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip.