Terms and Conditions

TABLE OF CONTENTS

INTRODUCTION

CHAPTER 1 - General Provisions

CHAPTER 2 - Definitions

CHAPTER 3 - Account Registration & Membership

CHAPTER 4 - Artotel Wanderlust Loyalty Program

CHAPTER 5 - Booking & Reservations

CHAPTER 6 - Payment Policy

CHAPTER 7 - Cancellation & Reservation Change Policy

CHAPTER 8 - Check-in & Check-out Policy

CHAPTER 9 - Use of the Service

CHAPTER 10 - Privacy & Personal Data Protection

CHAPTER 11 - Account Security

CHAPTER 12 - User Content & Reviews

CHAPTER 13 - Reward & Points Redemption Policy

CHAPTER 14 - Partnerships & Third-Party Services

CHAPTER 15 - Refund Policy

CHAPTER 16 - Responsibility & Limitation of Liability

CHAPTER 17 - Intellectual Property

CHAPTER 18 - Prohibited Uses

CHAPTER 19 - Account Suspension & Termination

CHAPTER 20 - Dispute Resolution

CHAPTER 21 - Governing Law

CHAPTER 22 - Amendments to the Terms and Conditions

CHAPTER 23 - Contact Us

Closing Provisions

Appendix A - Membership Tier Benefits Summary

Appendix B - Points Earning & Redemption Table

Appendix C - Cancellation Policy by Property Type

Appendix D - List of Artotel Wanderlust Properties

Appendix E - Glossary

Statement of Consent

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.

CHAPTER 1: 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.

CHAPTER 2: 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
Service	All features, functions, and content available 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

CHAPTER 3: 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.

CHAPTER 4: THE ARTOTEL WANDERLUST LOYALTY PROGRAM

4.1 Earning Artotel Wanderlust Points

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.

CHAPTER 5: BOOKING & RESERVATIONS

5.1 Booking Process

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

Log in to a verified Artotel Wanderlust account;
Select the property, room type, dates, and number of guests;
Review the reservation details, including rates, facilities, and policies;
Enter valid and complete guest information;
Select a payment method;
Review and agree to the applicable Terms and Conditions and Privacy Policy;
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 Rates & Pricing

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

CHAPTER 6: 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.

CHAPTER 7: 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:

Log in to the Service and select the “Booking” menu;
Select the reservation to be cancelled;
"Click “Cancel Reservation” and follow the instructions provided;
A cancellation confirmation will be sent to the registered email address;
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:

Contact Artotel Wanderlust customer service through the available channels;
Submit a reservation cancellation request together with the required information;
The cancellation will be processed in accordance with the applicable cancellation policy and reservation terms;
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.

CHAPTER 8: CHECK-IN & CHECK-OUT POLICY

8.1 Standard Times

Description	Time
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.

CHAPTER 9: 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.

CHAPTER 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.

All prices are displayed in Indonesian Rupiah (IDR) unless otherwise stated;