Everything you need to know to confirm, pay, and manage a JVTO booking. The full legal text is at javavolcano-touroperator.com/policy/booking-payment-cancellation. What follows is the practical summary.
How to Book
Bookings are made only on the official JVTO website (javavolcano-touroperator.com). It is a five-step process:
- Choose your route and dates — browse packages on the website and select your date, origin (Surabaya or Bali), group size, and route.
- Review price and add-ons — the website shows your total, inclusions, and any add-ons before you commit.
- Accept the terms and pay — accept the Terms & Cancellation Policy and pay; a 20% deposit confirms the booking (up to 100% if Day 1 is within 14 days).
- Receive your Official E-Voucher — a PDF is issued after deposit payment. This is your booking reference and includes your full trip details and pre-trip guide.
- Access My Booking Portal — post-payment, you gain access to your personal booking dashboard using your lead traveller email.
WhatsApp (+62 822 4478 8833) and email are support-only channels — they help you plan and answer questions before and during the tour, but they never create, confirm, modify, cancel, or transfer a booking.
Booking is confirmed only when: (1) a package has been selected, (2) the required payment has been processed, and (3) the Official E-Voucher / Invoice (PDF) has been issued by JVTO.
Payment Steps and Details
Standard deposit: 20% of total booking value, processed through JVTO's secure payment gateway, Xendit (SSL-encrypted, PCI DSS-compliant). Pay by credit/debit card or QRIS (convenient for travellers from Indonesia and other ASEAN countries where cross-border QRIS is supported).
If Day 1 is within 14 days: up to 100% full payment may be required at the time of booking.
Balance payment deadlines:
- By card or QRIS (Xendit, instant): no later than 5 days before Day 1
- By bank wire or Wise: no later than 3 days before Day 1
- Cash at the JVTO office (IDR only): only if approved in writing (see below)
Processing fees: the card/QRIS fee is calculated by Xendit and shown transparently at checkout before you confirm. JVTO adds no surcharge on Wise or bank transfers (your own bank's/Wise's sending fee applies); office cash has no processing fee.
Cash balance at the JVTO office: a cash (IDR) balance may be settled in person at the JVTO office when you arrive, before Day 1, only if approved in writing in advance — and only if you have already converted your money to IDR yourself. JVTO does not exchange currency, does not recommend or partner with any money changer, and cannot guarantee exchange rates.
All pricing is in IDR. Prices are quoted and invoiced in Indonesian Rupiah.
Bank transfer details (for balance payments only):
| Bank | Account name | Account number | SWIFT |
|---|---|---|---|
| Bank BRI | PT Java Volcano Rendezvous | 001301001779564 | BRINIDJAXXX |
| Bank BCA | PT Java Volcano Rendezvous | 1200944352 | CENAIDJAXXX |
JVTO will never ask for full card numbers, CVV codes, or banking credentials via WhatsApp, chat, or email. Payments not made through the official checkout or bank accounts listed above are not valid JVTO transactions.
FOC Group Discount Scheme
JVTO direct website bookings receive FOC (Free of Charge) incentives based on group size:
| Paying guests | FOC seats | Additional discount |
|---|---|---|
| 18+ | 1 FOC seat | — |
| 35+ | 2 FOC seats | — |
| 50+ | 3 FOC seats | + 5% discount on total package price for the entire group |
FOC benefits apply to "paying guests" only and must be agreed in writing during the booking process. This scheme is not available through third-party platforms (GetYourGuide, Booking.com, etc.).
My Booking Portal
After payment, the lead traveller gains access to My Booking Portal using the email address provided at booking. The portal is your live record of the trip and your task management tool for the pre-tour checklist.
What the portal shows:
- Tour dates and package summary
- Pick-up details and vehicle/crew assignment
- Accommodation plan
- Daily itinerary
- Notes from JVTO
- E-Voucher download link
What the portal lets you do:
- Submit your guest list
- Confirm pick-up and drop-off addresses
- Set rooming preferences
- Note dietary requirements
- Complete your pre-trip to-do checklist
Access My Booking Portal at javavolcano-touroperator.com using your lead traveller email.
Your E-Voucher — The Booking Reference
The Official E-Voucher (PDF) is issued after deposit payment. It is your primary booking reference. Keep it accessible throughout your trip — digital on your phone is sufficient for most checkpoints; a paper passport may be required at crater-access gates.
The E-Voucher shows: tour dates, package inclusions, pick-up time and location, contact details for WhatsApp and email, and payment status.
In all disputes, the E-Voucher takes precedence over verbal confirmations or informal messages. Check it when it arrives and flag any discrepancies to JVTO immediately.
Time zones: Java (WIB) and Bali (WITA)
All JVTO destinations are in East Java, which keeps Java time (WIB, UTC+7). Bali keeps Bali time (WITA, UTC+8), one hour ahead of Java.
- Every time in your E-Voucher, itinerary and confirmations is Java time (WIB). Your crew also states the zone when they give you a time, for example "08:00 Java time (WIB)" or "10:45 Bali time (WITA)".
- Going from Java to Bali, add one hour. For example, leaving Ketapang at 10:00 WIB and crossing in about 45 minutes puts you in Bali at 10:45 WIB, which is 11:45 WITA.
- Going from Bali to Java, subtract one hour. A flight that leaves Denpasar at 14:00 WITA leaves at 13:00 Java time (WIB).
- Flight tickets show the local time of each airport, so check the zone of the airport you leave from when you plan your transfer buffer. A Surabaya to Denpasar flight that departs at 10:00 WIB and takes about one hour lands at 12:00 WITA.
Amendments and Reschedules
One free reschedule is available if requested 48 hours or more before Day 1, subject to availability. Reschedules requested less than 48 hours before Day 1 are not permitted.
Significant route changes that alter the primary destination sequence are not available — JVTO does not offer unbundled or transport-only services.
Cancellation and Package Credit
Full cancellation:
- ≥ 48 hours before Day 1: 100% converts to Lifetime Package Credit — never cash. Non-expiring; locked to the same package, traveler count and price; cannot be split or changed to another package; transferable to another person once, with written authorisation.
- < 48 hours before Day 1, or a no-show: booking forfeited up to 100%; no Package Credit is issued.
Partial cancellation (some travelers drop while at least two paying travelers remain) — cash refund on the cancelled seats only: 100% if ≥ 48 hours before Day 1, 50% if < 48 hours, 0% once the tour has started. Dropping below two paying travelers is treated as a full cancellation.
Flight disruption — if a confirmed flight is cancelled or rescheduled by the airline and no alternative works, JVTO applies a 50% flight Recovery Fee and converts the remainder to Lifetime Package Credit.
Cash refunds are not available for a full guest-initiated cancellation. For closures caused by volcanic activity, government restrictions, or force majeure, JVTO may offer Package Credit, alternatives, or partial cash refunds — assessed per situation.