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Terms and Conditions

The agreement between you and PT Artotel Petualang Indonesia covering membership, bookings, points and personal data across the Artotel Wanderlust website and application.

Bahasa Version

 

CONTENTS

  • Introduction
  • 01  General Provisions
  • 02  Definitions
  • 03  Account Registration & Membership
  • 04  The Artotel Wanderlust Loyalty Program
  • 05  Booking & Reservations
  • 06  Payment Policy
  • 07  Cancellation & Reservation Change Policy
  • 08  Check-in & Check-out Policy
  • 09  Use of the Application
  • 10  Privacy & Personal Data Protection
  • 11  Account Security
  • 12  User Content & Reviews
  • 13  Reward & Points Redemption Policy
  • 14  Partnerships & Third-Party Services
  • 15  Refund Policy
  • 16  Responsibility & Limitation of Liability
  • 17  Intellectual Property
  • 18  Prohibited Uses
  • 19  Account Suspension & Termination
  • 20  Dispute Resolution
  • 21  Governing Law
  • 22  Amendments to the Terms and Conditions
  • 23  Contact Us
  • Closing Provisions

 

—  Introduction

Welcome to Artotel Wanderlust, the official loyalty and booking website and application owned by PT Artotel Petualang Indonesia and/or its affiliates (“Artotel Wanderlust” or “we”). This website and application are designed to deliver a seamless, personalized, and inspiring travel experience for every guest.

By downloading, accessing, registering for, or using the Artotel Wanderlust website and application (collectively referred to as the “Service”), you (“User”, “You”) represent that you have read, understood, and agreed to these Terms and Conditions in their entirety, together with the related policies that form an integral part of this document.

If you do not agree to these Terms and Conditions, please stop using the Service immediately.

01  General Provisions

1.1 Scope

These Terms and Conditions govern:

  • Use of the Service through all available channels (such as hotel, iOS, Android, and website);
  • Membership in the Artotel Wanderlust loyalty program;
  • Booking of rooms, services, packages, and experiences through the Service;
  • The collection, management, and redemption of Artotel Wanderlust Points;
  • All interactions between the User and Artotel Wanderlust through digital platforms.

1.2 Acceptance of Terms

By using the Service, you represent that:

  • You are at least 18 (eighteen) years of age or otherwise possess full legal capacity;
  • You are acting on your own behalf or hold valid authority to act on behalf of the entity you represent;
  • All information you provide is true, accurate, current, and complete;
  • You are subject to all laws and regulations applicable in your jurisdiction.

1.3 Updates to These Terms

Artotel Wanderlust reserves the right to change, modify, or update these Terms and Conditions at any time. Material changes will be notified through:

  • Push notifications on the Service;
  • The User’s registered email address; or
  • An announcement on the Service’s homepage.

Continued use of the Service after an update takes effect shall be deemed acceptance of such changes.

02  Definitions

For the purposes of these Terms and Conditions, the following terms shall have the following meanings:

TERM DEFINITION
Service The Artotel Wanderlust digital platform available on iOS, Android, and the website
Artotel Wanderlust PT Artotel Petualang Indonesia and all of its affiliated entities
Artotel Property All hotels, resorts, and accommodations within the Artotel Wanderlust network
User Any individual who registers for and/or uses the Service
Member A User who has successfully registered as a member of the loyalty program
Artotel Wanderlust Points Reward points earned and redeemable through the loyalty program
Membership Tier A membership level based on accumulated activity and points
Reservation A booking of a room, service, or package made through the Service
Rate The price applicable to a room, service, or package on the Service
User Content Reviews, photos, comments, or other material uploaded by a User
Personal Data Information that can identify a User, whether directly or indirectly
Force Majeure Events beyond the reasonable control of the parties, including natural disasters, pandemics, and war
Partner A third party that cooperates with Artotel Wanderlust in providing additional services

03  Account Registration & Membership

3.1 Registration Requirements

To register as an Artotel Wanderlust Member, you are required to:

  • Download the application from the App Store (iOS) or Google Play Store (Android), or access the Artotel Wanderlust website via www.artotelwanderlust.com;
  • Provide your full name as it appears on official identification;
  • Provide a valid, active email address;
  • Provide a contactable phone number;
  • Provide your date of birth;
  • Create a strong password;
  • Agree to the Terms and Conditions and the Privacy Policy.

3.2 Account Verification

  • Artotel Wanderlust will send an email, SMS, and/or WhatsApp message for verification purposes to the email address and/or phone number registered by the User;
  • The account is deemed active once email verification has been successfully completed;
  • Artotel Wanderlust reserves the right to request additional identification documents for verification purposes.

3.3 One Account Per User

  • Each User is permitted to hold only one (1) active account;
  • Creating multiple accounts may result in the suspension or deletion of all related accounts;
  • Artotel Wanderlust Points on an account that violates this provision may be forfeited without notice.

3.4 Membership Tiers

Artotel Wanderlust offers a tiered membership structure consisting of Silver, Gold, Black, and Rockstar. Tier levels are determined based on a Member’s achievements against the qualifying criteria set by Artotel Wanderlust, including accumulated points and/or total qualifying transactions during the qualification period.

Each tier carries different benefits and privileges in accordance with the terms and benefits in effect at the time the Member reaches that tier.

3.5 Tier Maintenance

  • A Member’s tier status is evaluated every 12 (twelve) months from the date the Member obtained or last renewed that tier.
  • To maintain a held tier, a Member must satisfy the minimum total-transaction requirement applicable to that tier during the evaluation period.
  • If a Member fails to meet the minimum requirement to maintain a tier, the tier status will be adjusted to reflect the Member’s achievements during that evaluation period and will take effect at the start of the following evaluation period.
  • If a Member meets the requirements for a higher tier, the Member may be upgraded in accordance with the terms and mechanism applicable at Artotel Wanderlust.
  • The calculation of points and nights stayed for tier-qualification purposes covers only transactions and/or nights stayed that qualify under the terms of the Artotel Wanderlust program.
  • Artotel Wanderlust reserves the right to verify any transactions, points, and nights stayed used in the tier-qualification calculation.
  • Artotel Wanderlust reserves the right to change the qualification, maintenance, or tier-structure requirements by giving Members at least 7 (seven) calendar days’ prior notice.

04  The Artotel Wanderlust Loyalty Program

4.1.1 Point-Earning Activities

ACTIVITY POINTS EARNED
Staying at an Artotel Property As determined by the applicable terms
F&B Purchases As determined by the applicable terms
Spa & Wellness Purchases As determined by the applicable terms
Retail Purchases As determined by the applicable terms
Bonus Points Promotions As determined by the applicable promotion terms

4.1.2 Exclusions from Points Earning

Points CANNOT be earned on:

  • Taxes and service charges (service charge);
  • Payments made using Artotel Wanderlust Points;
  • Cancellation fees or penalties;
  • Corporate contracted rate;
  • Transactions made prior to membership activation;
  • Parking fees;
  • Rates obtained through unaffiliated third-party travel agents.

4.2 Points Validity Period

  • Artotel Wanderlust Points are valid for 12 (twelve) months from the date earned;
  • Points will automatically expire if not redeemed within 12 months of the date earned;
  • Expired Points cannot be reinstated under any circumstances, unless otherwise determined by Artotel Wanderlust.

4.3 Points Are Non-Transferable

  • Artotel Wanderlust Points are personal and cannot be transferred to another account;
  • Points cannot be bought, sold, converted into cash, or inherited;
  • Any attempt to transfer or sell points may result in forfeiture of the points and closure of the account.

4.4 Points Correction

  • Members may submit a claim for points not credited within 60 (sixty) days of the transaction;
  • Claims must be submitted through the “Contact Us” menu on the Service, together with supporting proof of transaction;
  • Artotel Wanderlust reserves the right to reject claims not accompanied by adequate supporting documentation;
  • Artotel Wanderlust is not responsible for points that are not claimed within the applicable time limit.

05  Booking & Reservations

5.1 Booking Process

To make a reservation through the Service, the User must:

  1. Log in to a verified Artotel Wanderlust account;
  2. Select the property, room type, dates, and number of guests;
  3. Review the reservation details, including rates, facilities, and policies;
  4. Enter valid and complete guest information;
  5. Select a payment method;
  6. Review and agree to the applicable Terms and Conditions and Privacy Policy;
  7. Confirm the booking and complete payment.

5.2 Reservation Confirmation

  • A reservation is deemed valid and binding only once the User has received a confirmation email from Artotel Wanderlust;
  • The reservation confirmation number will be sent to the registered email address and saved under the “Booking” menu;
  • If confirmation is not received within 2 (two) hours of payment, the User must contact customer service;
  • Artotel Wanderlust reserves the right to cancel any reservation suspected of fraud or of violating these Terms.

5.3.1 Price Display

  • All prices are displayed in Indonesian Rupiah (IDR) unless otherwise stated;
  • Prices already include tax (11% VAT) and a service charge (10%), unless otherwise specified;
  • Artotel Wanderlust reserves the right to change prices at any time prior to reservation confirmation;
  • Confirmed prices will not change except in the event of a significant technical error.

5.3.2 Rate Types

RATE TYPE DESCRIPTION
Flexible Rate May be cancelled in accordance with the applicable cancellation policy
Non-Refundable Rate Non-refundable once confirmed, but offers a larger discount
Exclusive Member Rate A special price available only to verified Artotel Wanderlust Members
Early Bird Rate A special discount for bookings made well in advance of the stay date
Last Minute Rate A special offer for bookings made close to the stay date

5.4 Room Availability

  • Room availability may change at any time, and no room type is guaranteed;
  • In the event of overbooking, Artotel Wanderlust will endeavor to provide alternative accommodation of comparable or better quality;
  • If alternative accommodation is not available, Artotel Wanderlust will issue a full refund.

5.5 Special Requests

  • Special requests (view, floor, bed type, etc.) may be submitted at the time of booking;
  • Special requests are not guaranteed and are subject to availability at check-in;
  • Fulfilment of a special request does not affect the previously agreed price.

5.6 Reservations for Other Guests

  • A User may make a reservation on behalf of another guest;
  • The User who makes the booking bears full responsibility for all associated costs and terms;
  • Artotel Wanderlust Points will be credited to the account of the User who made the booking.

06  Payment Policy

6.1 Accepted Payment Methods

Payment Cards

Visa, Mastercard, American Express, JCB; debit cards bearing the Visa/Mastercard logo.

Bank Transfer

Virtual Account (BCA, BNI, BRI, Mandiri, CIMB Niaga).

Digital Payments

QRIS; GoPay, OVO, Dana, ShopeePay, LinkAja.

Other Services

Redemption of Artotel Wanderlust Points (in full); interest-free (0%) installments via credit cards of selected Partners (terms and conditions apply).

6.2 Payment Security

  • All transactions are processed using 256-bit SSL (Secure Socket Layer) encryption;
  • Artotel Wanderlust does not directly store Users’ payment card information;
  • Card data is managed by a PCI DSS-certified payment gateway;
  • Users are responsible for all transactions made through their account.

6.3 Payment Timing

  • Payment must be completed within 15 (fifteen) minutes of the booking session commencing.

6.4 Currency & Conversion

  • Payments are processed in IDR (Indonesian Rupiah);
  • For transactions using international cards, currency conversion is performed by the card issuer;
  • Artotel Wanderlust is not responsible for any currency conversion fees charged by third parties.

6.5 Invoices & Receipts

  • An official invoice will be sent to the registered email address after payment is successfully completed;
  • An invoice with a Tax Invoice (Faktur Pajak) may be requested by providing a valid Taxpayer Identification Number (NPWP) at the time of booking;
  • Requests to change the name or details on an invoice cannot be accommodated once the invoice has been issued.

07  Cancellation & Reservation Change Policy

7.1 General Cancellation Policy — Flexible Rate

CANCELLATION TIME CANCELLATION FEE
More than 72 hours before check-in Free of charge (Full Refund)
48–72 hours before check-in 50% of the total stay cost
Less than 48 hours before check-in 100% of the total stay cost (No Refund)
No-show 100% of the total stay cost (No Refund)

Non-Refundable Rate

  • No refund under any circumstances once the reservation has been confirmed;
  • An exception applies only where Artotel Wanderlust itself cancels the reservation.

7.2 Cancellation Due to Force Majeure

In the event of force majeure (natural disaster, pandemic, armed conflict, a government policy prohibiting travel, etc.):

  • Artotel Wanderlust will evaluate each cancellation on a case-by-case basis;
  • Members may request a stay voucher worth 100% of the payment made, or an account credit;
  • Relevant evidence from the competent authority must be included with the request.

7.3 Reservation Changes

  • Changes to stay dates, room type, or number of guests may be made by the User by contacting Artotel Wanderlust customer service, subject to availability and the applicable terms;
  • Changes that result in a higher reservation price will require the User to pay the price difference;
  • Changes that result in a lower reservation price will not result in a price reduction, refund of the difference, account credit, or the award of Artotel Wanderlust Points;
  • Any reservation change is subject to availability and may be subject to a change fee or other terms applicable to the relevant reservation.

7.4 Cancellation by Artotel Wanderlust

Artotel Wanderlust reserves the right to cancel a reservation under the following circumstances:

  • Suspected fraud or misuse;
  • Force majeure affecting the property’s operations;
  • Closure of the property for renovation or an emergency;
  • A technical system failure that renders a rate invalid.

7.5 Cancellation Procedure

Cancellation through the Service

  1. Log in to the Service and select the “Booking” menu;
  2. Select the reservation to be cancelled;
  3. Click “Cancel Reservation” and follow the instructions provided;
  4. A cancellation confirmation will be sent to the registered email address;
  5. Where a cancellation qualifies for a refund, the refund will be processed within no more than 30 (thirty) business days, depending on the payment method used.

Cancellation through the Website

  1. Contact Artotel Wanderlust customer service through the available channels;
  2. Submit a reservation cancellation request together with the required information;
  3. The cancellation will be processed in accordance with the applicable cancellation policy and reservation terms;
  4. Where a cancellation qualifies for a refund, the refund will be processed within no more than 30 (thirty) business days, depending on the payment method used.

08  Check-in & Check-out Policy

8.1 Standard Times

Check-in

2:00 PM

local time

Check-out

12:00 PM

local time

8.2 Early Check-in & Late Check-out

  • Early check-in (before 2:00 PM) and late check-out (after 12:00 PM) are subject to room availability.

8.3 Guest Identification

  • All guests must present valid official identification (National ID/KTP, Passport, Driving License/SIM) at check-in;
  • The name on the identification must match the name on the reservation;
  • Artotel Wanderlust reserves the right to refuse check-in if identity cannot be verified;
  • Foreign national guests must present a valid passport and applicable immigration documents.

8.4 Deposit

  • The hotel may request a deposit (cash or a credit card pre-authorization) at check-in;
  • The deposit amount varies depending on the property, room type, and length of stay;
  • The deposit will be returned at check-out after deducting any outstanding charges (if any).

8.5 No-show

  • A reservation will be treated as a No-Show if the guest does not check in without providing a cancellation notice;
  • A charge of 100% of the total stay cost will apply.

09  Use of the Application

9.1 Limited License

Artotel Wanderlust grants the User a limited, non-exclusive, non-transferable, and revocable license to access and use the Service solely for personal, non-commercial purposes, in accordance with these Terms and Conditions.

9.2 Technical Requirements

  • An internet connection is required for most features of the Service;
  • Artotel Wanderlust is not responsible for any service disruption caused by device incompatibility or a poor internet connection;
  • Users are responsible for any data charges incurred from using the Service.

9.3 Service Updates

  • Artotel Wanderlust periodically releases updates to the Service to improve performance and security;
  • Users are encouraged to always use the latest version of the Service;
  • Artotel Wanderlust reserves the right to discontinue support for outdated versions of the Service.

9.4 Service Availability

  • Artotel Wanderlust does not guarantee that the Service will be available at all times without interruption;
  • Routine maintenance may render the Service temporarily inaccessible;
  • Artotel Wanderlust will endeavor to provide at least 24 hours’ notice before scheduled maintenance.

10  Privacy & Personal Data Protection

10.1 Privacy Commitment

Artotel Wanderlust is committed to protecting Users’ Personal Data in accordance with Law No. 27 of 2022 on Personal Data Protection (the “PDP Law”) and the applicable laws and regulations of Indonesia.

10.2 Data Collected

Data Provided Directly

  • Identity information (name, date of birth, gender, nationality);
  • Contact information (email, phone number, address);
  • Payment information (card type, last 4 digits of the card, billing information);
  • Stay and travel preferences;
  • Identification documents (for verification purposes);
  • Relevant health information (allergies, special needs) — if voluntarily provided;
  • Uploaded content (reviews, photos, comments).

Data Collected Automatically

  • Device data (model, operating system, device ID, IP address);
  • Location data (with the User’s permission);
  • Service usage data (pages visited, features used, session duration);
  • Cookies and similar tracking technology data;
  • Transaction and account activity logs.

Data from Third Parties

  • Information from social media platforms if the User chooses to log in via social media;
  • Data from loyalty-program Partners;
  • Information from affiliated travel agents.

10.3 Purposes of Data Use

PURPOSE LEGAL BASIS
Creation and management of the account Performance of a contract
Processing of reservations and payments Performance of a contract
Management of the Wanderlust loyalty program Performance of a contract
Operational communications (confirmations, notifications) Performance of a contract
Personalization of experience and recommendations Legitimate interest / Consent
Marketing and promotions Consent
Data analytics and service improvement Legitimate interest
Compliance with legal obligations Legal obligation
Fraud prevention and security Legitimate interest
Dispute resolution Legitimate interest / Legal obligation

10.4 Sharing Data with Third Parties

Artotel Wanderlust may share Users’ Personal Data with:

  • Artotel Properties: For reservation operations, guest services, and marketing purposes;
  • Payment Service Providers: Payment gateways and financial institutions, to process transactions;
  • Technology Service Providers: Cloud service providers, analytics providers, and communication platforms;
  • Loyalty Program Partners: For the management of points and benefits across programs;
  • Legal Authorities: Where required by law, a court order, or a competent authority;
  • Business Partners: With the User’s explicit consent, for relevant product/service offers.

Artotel Wanderlust does NOT sell Users’ Personal Data to any third party for commercial purposes.

10.5 Users’ Rights Over Their Personal Data

In accordance with the PDP Law, Users have the right to:

  • Right of Access: Request a copy of the Personal Data we hold about you;
  • Right to Correction: Update or correct inaccurate Personal Data;
  • Right to Erasure: Request the deletion of Personal Data (“right to be forgotten”);
  • Right to Restriction of Processing: Restrict how we process your data in certain circumstances;
  • Right to Data Portability: Receive your data in a structured, machine-readable format;
  • Right to Object: Object to the processing of data for direct marketing purposes;
  • Right to Withdraw Consent: Withdraw consent at any time.

To submit a request relating to the above rights, Users may contact: Email: legal@artotelgroup.com · Phone: +62 (21) 2791 2980. Artotel Wanderlust may respond to requests within 30 (thirty) business days.

10.6 Data Retention

DATA TYPE RETENTION PERIOD
Active account data For as long as the account remains active
Data after account closure 5 (five) years
Financial transaction data 10 (ten) years (in accordance with tax regulations)
Data that is no longer required Securely deleted or anonymized

10.7 Data Security

Artotel Wanderlust implements technical and organizational security measures, including:

  • Data encryption at rest and in transit;
  • Role-based access control;
  • Periodic security audits;
  • Data security training for all employees;
  • Cybersecurity incident response procedures.

10.8 Data Breach Notification

  • Artotel Wanderlust will notify affected Users within 72 hours of identifying a breach;
  • The notification will include a description of the incident, the data affected, and mitigation steps;
  • Artotel Wanderlust will report the incident to the competent authority in accordance with applicable law.

10.9 International Data Transfer

  • User data may be stored or processed on servers located outside the territory of Indonesia;
  • Artotel Wanderlust ensures that any international data transfer is carried out with adequate safeguards in accordance with the PDP Law;
  • By using the Service, the User consents to this international data transfer.

10.10 Cookies & Tracking Technology

  • The Service uses cookies, pixel tracking, and similar technology to enhance the user experience;
  • Users may manage their cookie preferences through the Service’s or their device’s settings;
  • Disabling certain cookies may affect the functionality of some features of the Service.

11  Account Security

11.1 Responsibility for Account Security

The User is fully responsible for:

  • Keeping their account password and login information confidential;
  • Not sharing account credentials with anyone, including family members;
  • Logging out of the Service when using a shared device;
  • Using a strong, unique password that is not used on any other platform;
  • Updating their password periodically (recommended every 3 months).

11.2 Two-Factor Authentication (2FA)

  • Artotel Wanderlust provides a Two-Factor Authentication (2FA) feature, which Users are strongly encouraged to enable;
  • 2FA is available via SMS OTP, email OTP, or an authenticator app (Google Authenticator, Microsoft Authenticator);
  • Users at the Connoisseur and Luminary tiers are required to enable 2FA;
  • Artotel Wanderlust is not responsible for unauthorized access resulting from a failure to enable 2FA.

11.3 Suspicious Activity

Users must promptly notify Artotel Wanderlust if they:

  • Suspect their account has been accessed without authorization;
  • Discover an unrecognized transaction or change;
  • Lose access to a device linked to their account;
  • Receive suspicious communications purporting to be from Artotel Wanderlust.

Reports may be submitted via Email: hello@artotelwanderlust.com · Emergency Hotline: +62 (811) 9220 911 (09:00 to 20:00 WIB)

11.4 Temporary Account Freeze

Artotel Wanderlust reserves the right to temporarily freeze an account if:

  • Unusual or suspicious login activity is detected;
  • There is an indication that the account is being used by an unauthorized party;
  • A freeze is requested by the User themselves for security reasons.

12  User Content & Reviews

12.1 Right to Use Content

Where this feature is made available, by uploading User Content (reviews, photos, comments, videos) to the Service, the User grants Artotel Wanderlust a non-exclusive, royalty-free, worldwide, sublicensable license to use, reproduce, modify, distribute, and display such content.

12.2 Content Guidelines

Users are responsible for the content they upload and must ensure that such content:

  • Is honest, accurate, and based on genuine experience;
  • Does not contain abusive, obscene, or discriminatory language;
  • Does not infringe the intellectual property rights of any third party;
  • Does not contain the personal information of others without their consent;
  • Is not spam, commercial advertising, or unsolicited promotion;
  • Does not contain harmful, misleading, or unlawful content.

12.3 Content Moderation

  • Artotel Wanderlust reserves the right to review, edit, or remove User Content that violates these guidelines;
  • Moderation decisions are final and not subject to appeal;
  • Artotel Wanderlust has no obligation to verify the accuracy of any published review;
  • Removal of content does not automatically result in the forfeiture of points already credited.

12.4 Verified Reviews

  • Only guests who have completed a stay at an Artotel Property may submit a review;
  • Reviews will be marked as “Verified Guest”;
  • Any attempt to manipulate the review system may result in account closure and forfeiture of points.

12.5 Users’ Moral Rights

  • Artotel Wanderlust recognizes Users’ moral rights in the content they create;
  • Use of User content for significant commercial purposes will be accompanied by appropriate attribution.

13  Reward & Points Redemption Policy

13.1 Redeeming Artotel Wanderlust Points

  • Stays at an Artotel Property;
  • F&B discounts at an Artotel Property;
  • Partnership Programs.

13.2 Redemption Requirements

  • Redemptions may only be made through the Service by a verified Member;
  • Points cannot be redeemed for cash;
  • A points redemption cannot be cancelled once confirmed.

13.3 Bonus Points & Promotions

  • Artotel Wanderlust may offer Bonus Points during certain promotional periods;
  • Bonus Points may carry a different validity period, exchange value, or terms of use;
  • Specific terms and conditions for each promotion will be explicitly stated;
  • Artotel Wanderlust reserves the right to cancel, change, or discontinue a promotion at any time.

13.4 Misuse of Points

Artotel Wanderlust reserves the right to forfeit Artotel Wanderlust Points and/or close an account if it discovers:

  • An attempt to manipulate the points-earning system;
  • The use of bots, scripts, or other automated tools;
  • The creation of fictitious transactions to earn points;
  • The unauthorized sale, trading, or transfer of points;
  • Any other fraudulent activity that harms Artotel Wanderlust or other Members.

14  Partnerships & Third-Party Services

14.1 Loyalty Program Partners

Artotel Wanderlust may partner with third parties, including but not limited to:

  • Airlines (for miles conversion);
  • Vehicle rental companies;
  • Travel and tourism services;
  • Restaurants and culinary outlets;
  • Shopping centers and retailers;
  • Financial services and credit card providers.

14.2 Partner Terms

  • Services and offers from Partners are subject to each Partner’s own terms and conditions;
  • Artotel Wanderlust is not responsible for the quality, safety, or availability of any Partner’s products/services;
  • Disputes arising from a Partner’s services must be resolved directly with the relevant Partner;
  • Points earned or redeemed through a Partner are subject to the applicable partnership terms.

14.3 Third-Party Links

  • The Service may contain links to third-party websites or services;
  • Artotel Wanderlust is not responsible for the content, privacy policies, or practices of any third-party website;
  • Users access third-party links entirely at their own risk.

14.4 Changes to Partnerships

  • Artotel Wanderlust reserves the right to add, change, or terminate a partnership at any time;
  • Termination of a partnership will not affect points already earned prior to the termination date;
  • Notice of any material change to a partnership will be given at least 30 (thirty) days in advance.

15  Refund Policy

15.1 Right to a Refund

Users are entitled to a refund in the following circumstances:

  • A cancellation made in accordance with the applicable rate’s cancellation policy;
  • A cancellation made by Artotel Wanderlust;
  • A significant service failure attributable to Artotel Wanderlust’s fault;
  • An unauthorized or fraudulent transaction confirmed as such by Artotel Wanderlust;
  • Force majeure recognized by Artotel Wanderlust.

15.2 Refund Method & Estimated Timeframe

ORIGINAL PAYMENT METHOD REFUND METHOD ESTIMATED TIMEFRAME
Credit/Debit Card To the same card 21–30 business days
Bank Transfer / Virtual Account To the originating account 21–30 business days
Digital Wallet To the same digital wallet 21–30 business days
Artotel Wanderlust Points Re-credited to the account 21–30 business days

15.3 Refund Request Procedure

  1. Contact Artotel Wanderlust customer service via WhatsApp or email;
  2. Provide the reservation number, reason for cancellation, and supporting evidence (if required);
  3. The Artotel Wanderlust team will process the request within 3 (three) business days;
  4. A refund confirmation will be sent via email;
  5. Funds will be returned in accordance with the applicable estimated timeframe.

15.4 Refund Exclusions

Refunds do NOT apply to:

  • A confirmed Non-Refundable Rate;
  • Service fees, taxes, and service charges already processed;
  • Artotel Wanderlust Points that have already been redeemed;
  • A reservation cancelled after the permitted deadline.

16  Responsibility & Limitation of Liability

16.1 Disclaimer

The Service and its features are provided “as-is” and “as-available.” Artotel Wanderlust makes no warranties, express or implied, including but not limited to any warranty that the Service will be free of errors, interruptions, or viruses, and any warranty as to the accuracy or completeness of information on the Service.

16.2 Limitation of Liability

To the extent permitted by applicable law, Artotel Wanderlust shall not be liable for:

  • Any indirect, incidental, special, consequential, or punitive damages;
  • Loss of profit, revenue, data, or business opportunity;
  • Losses arising from the use of, or inability to use, the Service;
  • Losses arising from unauthorized access to a User’s account;
  • Acts or omissions of third parties, including Partners;
  • Service disruption caused by force majeure or circumstances beyond Artotel Wanderlust’s control.

16.3 Maximum Liability Cap

In the event Artotel Wanderlust is held liable for a claim, Artotel Wanderlust’s total liability to the User shall not exceed the greater of the total payments received by Artotel Wanderlust from the User in the 6 (six) months preceding the event giving rise to the claim.

16.4 Indemnification

The User agrees to release, defend, and indemnify Artotel Wanderlust, its directors, employees, agents, and affiliates from and against any claims, losses, and costs (including reasonable legal fees) arising from:

  • The User’s breach of these Terms and Conditions;
  • The User’s use of the Service in violation of applicable law or terms;
  • User Content that infringes the rights of a third party;
  • The User’s negligence or willful misconduct.

17  Intellectual Property

17.1 Ownership by Artotel Wanderlust

All of the following elements of the Service are the exclusive property of PT Artotel Petualang Indonesia or parties that have licensed them to Artotel Wanderlust:

  • The names, logos, and trademarks of Artotel Wanderlust and Artotel Wanderlust;
  • The interface design, layout, and visual elements of the Service;
  • The source code, algorithms, and technical architecture of the Service;
  • The editorial content, photography, illustrations, and artwork within the Service;
  • Databases, data structures, and compilations of information;
  • All marketing and promotional materials.

17.2 Restrictions on Use of Intellectual Property

Without Artotel Wanderlust’s prior written permission, Users are prohibited from:

  • Copying, reproducing, distributing, or publishing any element of the Service;
  • Reverse engineering, decompiling, or disassembling the Service;
  • Creating derivative works based on the Service;
  • Using Artotel Wanderlust’s trademarks for any commercial purpose;
  • Claiming ownership of any element of the Service protected by intellectual property rights.

17.3 Reporting Intellectual Property Infringement

If a User discovers content on the Service that infringes their intellectual property rights, please report it to legal@artotelgroup.com. Please include a description of the allegedly infringing content and evidence of your ownership of the intellectual property rights.

18  Prohibited Uses

18.1 Security Violations

  • Accessing or attempting to access another user’s account without authorization;
  • Carrying out cyberattacks (DDoS, SQL injection, phishing, etc.);
  • Distributing malware, viruses, or other malicious code;
  • Carrying out unauthorized data scraping.

18.2 Transaction Violations

  • Creating fake or fictitious reservations;
  • Using a stolen or unauthorized payment method;
  • Manipulating the pricing or points system;
  • Filing baseless chargebacks (friendly fraud).

18.3 Content & Communication Violations

  • Spreading false or misleading information about Artotel Wanderlust;
  • Sending spam or unsolicited commercial communications;
  • Harassing, intimidating, or threatening other users or Artotel Wanderlust staff;
  • Distributing unlawful, pornographic, or hate-inciting content.

18.4 Commercial Violations

  • Using the Service for commercial purposes without Artotel Wanderlust’s prior written permission;
  • Reselling rooms or reservations obtained through the Service;
  • Using an account for rate-arbitrage purposes.

18.5 Technical Violations

  • Using bots, scripts, or automated tools to access the Service;
  • Modifying, disassembling, or altering the Service;
  • Using a VPN or proxy to manipulate pricing based on geographic location without authorization.

19  Account Suspension & Termination

19.1 Suspension by Artotel Wanderlust

Artotel Wanderlust reserves the right to temporarily suspend a User’s account without prior notice if:

  • There is strong suspicion of a breach of these Terms and Conditions;
  • There is suspicious activity that could cause harm;
  • A request is made by a competent legal authority;
  • There is repeated payment failure or chargebacks.

19.2 Account Termination by Artotel Wanderlust

Artotel Wanderlust reserves the right to permanently close an account if:

  • A violation is proven following an investigation;
  • There are repeated suspensions within 12 months;
  • There is a significant legal violation;
  • The User provided false information during registration;
  • There is activity that endangers the safety of guests, staff, or Artotel Wanderlust’s assets.

Account closure results in:

  • Forfeiture of all unredeemed Artotel Wanderlust Points;
  • Loss of membership status and its associated benefits;
  • Cancellation of all future reservations (with a refund in accordance with the applicable policy);
  • A ban on re-registration without Artotel Wanderlust’s prior written permission.

19.3 Account Closure by the User

A User may close their account at any time by:

  • Accessing the “Account Settings” — “Close Account” menu on the Service; or
  • Sending a written request to hello@artotelwanderlust.com.

Points to note before closing an account

  • Unredeemed points will expire and cannot be reinstated;
  • Active reservations are not automatically cancelled and remain in effect;
  • The User remains responsible for any outstanding financial obligations;
  • The closure process takes 7 (seven) business days.

19.4 Appeal Procedure

  • An appeal may be submitted by email to hello@artotelwanderlust.com within 30 days of the notification;
  • Please include an explanation and any relevant supporting evidence;
  • Artotel Wanderlust will render a decision within 30 (thirty) business days;
  • The decision on appeal is final.

20  Dispute Resolution

20.1 Resolution by Deliberation

In the event of a dispute between the User and Artotel Wanderlust, the parties agree to first attempt to resolve it amicably by mutual deliberation (musyawarah mufakat) within 30 (thirty) calendar days from the date either party gives written notice of the dispute.

20.2 Mediation

If deliberation does not result in a resolution, the parties agree to pursue mediation through:

  • The local Consumer Dispute Settlement Body (BPSK); or
  • An independent mediator agreed upon jointly by the parties.

20.3 Arbitration

If mediation fails within 30 (thirty) days, the dispute will be resolved through arbitration administered by the Indonesian National Board of Arbitration (BANI), subject to the following terms:

  • Seat of arbitration: Jakarta, Indonesia;
  • Language of arbitration: Indonesian;
  • Number of arbitrators: a sole arbitrator for disputes under IDR 500,000,000, or a panel of 3 arbitrators for disputes of IDR 500,000,000 or more;
  • The arbitral award is final and binding on the parties;
  • The parties agree to waive the right to bring the dispute before a general court, except for the purpose of enforcing the arbitral award.

20.4 Exceptions to Arbitration

The arbitration provisions above do not prevent Artotel Wanderlust from applying to a competent court for:

  • Interim or emergency measures to protect Artotel Wanderlust’s interests;
  • Legal action relating to infringement of Intellectual Property Rights;
  • Collection of an undisputed debt;
  • Any action necessary to prevent irreparable harm.

20.5 Consumer Complaints Service

In addition to the channels above, Users may submit a complaint via:

  • Email: hello@artotelwanderlust.com;
  • WhatsApp Business: +62 811-9220-911;
  • The Directorate General of Consumer Protection and Trade Order, Ministry of Trade of the Republic of Indonesia: www.siap-bpsk.id | Hotline: 0853-1111-1010.

20.6 Class Action

The User agrees that any dispute will be resolved individually and not as part of a class action or representative action. The consolidation of claims from multiple Users against Artotel Wanderlust into a single legal proceeding is not permitted, unless expressly allowed by applicable law.

21  Governing Law

21.1 Legal Jurisdiction

These Terms and Conditions are made, governed by, and construed in accordance with the laws of the Republic of Indonesia, without regard to conflict-of-law principles.

21.2 Relevant Laws and Regulations

REGULATION DESCRIPTION
Law No. 8 of 1999 Consumer Protection
Law No. 11 of 2008 as amended by Law No. 19 of 2016 Electronic Information and Transactions (ITE)
Law No. 27 of 2022 Personal Data Protection (PDP)
Law No. 10 of 2009 Tourism
Government Regulation No. 71 of 2019 Implementation of Electronic Systems and Transactions
Regulation of the Minister of Tourism No. 2 of 2022 Hotel Business Standards
Law No. 30 of 1999 Arbitration and Alternative Dispute Resolution
Indonesian Civil Code General Provisions on Agreements
Law No. 28 of 2014 Copyright
Law No. 20 of 2016 Trademarks and Geographical Indications

21.3 Language of the Agreement

  • These Terms and Conditions are made in the Indonesian language as the official, binding language;
  • Translations into other languages are provided solely for ease of understanding;
  • In the event of any discrepancy in interpretation, the Indonesian-language version shall prevail.

22  Amendments to the Terms and Conditions

22.1 Right to Amend

Artotel Wanderlust reserves the right to change, modify, add to, or remove parts of these Terms and Conditions at any time, as required by business needs, changes in law, or technological developments.

22.2 Notice of Changes

For material changes, Artotel Wanderlust will give at least 30 (thirty) calendar days’ notice through:

  • Push notifications through the Service;
  • A notification email to the registered address;
  • A banner or pop-up notice on the Service’s homepage.

For non-material changes (clarifications, editorial corrections, updates to contact information), the changes may take effect immediately upon publication on the Service.

22.3 Acceptance of Changes

  • Continued use of the Service after the effective date of a change is deemed acceptance of that change;
  • If the User does not agree to a change, the User must discontinue use of the Service;
  • Closing an account on the grounds of disagreement is not subject to any penalty;
  • Any remaining active points may be redeemed within a period of 30 days before the account is closed.

22.4 Version History

Artotel Wanderlust retains an archive of previous versions of the Terms and Conditions, accessible via:

  • The “About the Service” — “Terms and Conditions History” menu on the Service; or
  • The page www.artotelwanderlust.com.

23  Contact Us

23.1 Customer Service

CHANNEL CONTACT OPERATING HOURS
General Email hello@artotelwanderlust.com Monday–Sunday, 09:00–20:00 WIB
Reservations Email hello@artotelwanderlust.com Monday–Sunday, 09:00–20:00 WIB
Loyalty Email hello@artotelwanderlust.com Monday–Sunday, 09:00–20:00 WIB
Privacy/DPO Email legal@artotelgroup.com Response within 14 business days
Security Email hello@artotelwanderlust.com Monday–Sunday, 09:00–20:00 WIB
Legal Email legal@artotelgroup.com Response within 3 business days
Appeals Email hello@artotelwanderlust.com Response within 14 business days
Emergency Hotline hello@artotelwanderlust.com Monday–Sunday, 09:00–20:00 WIB
WhatsApp Business hello@artotelwanderlust.com Monday–Sunday, 07:00–22:00 WIB

23.2 Correspondence Address

PT Artotel Petualang Indonesia
Artotel Wanderlust Division — Customer Experience
Jl. Bunga Mawar No. 42, Cipete Selatan, Cilandak,
Jakarta, Indonesia 12410
www.artotelgroup.com
www.artotelwanderlust.com

23.3 Data Protection Officer

Name: Legal
Position: Data Protection Officer — PT Artotel Petualang Indonesia
Email: legal@artotelgroup.com
Phone: +62 (21) 2791 2980

23.4 Official Social Media

Instagram: @artotelwanderlust
LinkedIn: Artotel Group

—  Closing Provisions

Severability

If any one or more provisions of these Terms and Conditions is held invalid or unenforceable by a court or competent authority, that provision shall be deemed severable. The remaining provisions shall remain in full force and effect and shall not be affected by the unenforceability of that provision.

No Waiver

Any failure or delay by Artotel Wanderlust in exercising a right or provision shall not be deemed a waiver of that right or provision. A waiver shall be effective only if made in writing and signed by an authorized representative of Artotel Wanderlust.

Entire Agreement

These Terms and Conditions, together with the Privacy Policy and any other policy documents referenced herein, constitute the entire agreement between the User and Artotel Wanderlust regarding use of the Service, and supersede all prior agreements, communications, or understandings — whether oral or written.

Assignment

  • The User may not assign their rights or obligations to any party without Artotel Wanderlust’s prior written consent;
  • Artotel Wanderlust reserves the right to assign its rights and obligations to an affiliate or successor entity in connection with a corporate restructuring or acquisition, upon notice to the User.

Survival

The following provisions shall survive the termination of these Terms and Conditions or the closure of a User’s account:

  • Chapter 10 (Privacy & Personal Data Protection);
  • Chapter 16 (Responsibility & Limitation of Liability);
  • Chapter 17 (Intellectual Property);
  • Chapter 20 (Dispute Resolution);
  • Chapter 21 (Governing Law);
  • The Closing Provisions in their entirety.

Relationship of the Parties

These Terms and Conditions do not create a partnership, agency, joint venture, or employment relationship between the User and Artotel Wanderlust. The User acts as an independent party in all interactions with Artotel Wanderlust.

 

© 2024 Artotel Group. Artotel Proprietary Information.

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