Terms & Conditions

Last updated: 13 May 2026 Effective date: 13 May 2026

Welcome to SANTAI STAYS. These Terms & Conditions (“Terms“) govern your access to and use of www.santaistays.com (the “Website“) and any booking, reservation, or service we provide. By using the Website or making a booking, you agree to these Terms. If you do not agree, please do not use the Website or book with us.

1. Who we are

The Website is operated by CV NOBLE NODE (“SANTAI STAYS“, “we“, “us“, “our“), an Indonesian company incorporated in the Republic of Indonesia.

  • Registered name: CV NOBLE NODE
  • Entity type: CV (Commanditaire Vennootschap / Persekutuan Komanditer)
  • NIB: 1504260056715
  • NPWP: 1000000009126562
  • Registered address: Jl. Merta Agung, Desa/Kelurahan Kerobokan Kelod, Kec. Kuta Utara, Kab. Badung, Provinsi Bali, Kode Pos 80361
  • Contact email: reservations@santaistays.com
  • Website: www.santaistays.com

References to “Guest“, “you“, or “your” mean the person making a booking and any additional occupants named on the booking.

2. Definitions

  • “Villa” means any property or accommodation listed by SANTAI STAYS on the Website.
  • “Booking” means a confirmed reservation for a Villa, evidenced by a booking confirmation email from us.
  • “Booking Fee” means the total amount payable for a stay, including nightly rate, taxes, service charges, and any add-ons.
  • “Check-in” and “Check-out” mean the times specified in your booking confirmation.
  • “House Rules” means the property-specific rules provided to you before or at check-in.
  • “Lead Guest” means the person aged 18 or over who makes the Booking and is responsible for it.

3. Eligibility

To make a Booking you must:

  1. Be at least 18 years of age;
  2. Have the legal capacity to enter into a binding contract; and
  3. Provide accurate, current, and complete information about yourself and all members of your party.

The Lead Guest is responsible for the conduct of all members of the party, including minors and any additional invited guests.

4. Booking process

4.1 How bookings are made

You make a Booking by completing the booking flow on the Website, providing accurate personal details, and paying the Booking Fee (or applicable deposit) via our payment provider.

4.2 Confirmation

A Booking is only confirmed once we send you a written booking confirmation by email. Selecting dates, submitting a form, or completing payment does not by itself form a binding contract until our confirmation is issued.

4.3 Right to refuse

We reserve the right to refuse or cancel any Booking at our reasonable discretion, including (without limitation) where: payment fails or is reversed; we suspect fraud, misrepresentation, or breach of these Terms; the Villa becomes unavailable due to circumstances beyond our control; or the booking conflicts with these Terms or applicable law. If we cancel a confirmed Booking for reasons other than your breach, we will refund the Booking Fee in full.

4.4 Maximum occupancy

The maximum occupancy of each Villa is specified on its listing and in your booking confirmation. Exceeding this number — including unregistered visitors, day guests, or events — is a material breach of these Terms and entitles us to terminate your stay without refund.

5. Pricing, payment, and currency

5.1 Prices

All prices are quoted in the currency stated on the Website (typically USD or IDR) and are inclusive of applicable Indonesian taxes (PB1 / VAT) and service charges unless stated otherwise. We reserve the right to correct pricing errors before a Booking is confirmed.

5.2 Payment

Payment is processed through our third-party payment partners (including Xendit, Midtrans, DOKU, and any other processors we may use from time to time). By making payment, you agree to the relevant processor’s terms.

We do not store full payment card details on our systems. All payment data is handled by our PCI-DSS-compliant processors.

5.3 Payment schedule

Unless otherwise agreed in writing, the full Booking Fee is payable at the time of Booking. For longer stays, we may at our discretion offer an instalment schedule (e.g., a deposit at Booking with the balance due 30 days before Check-in).

5.4 Currency conversion and bank fees

Where you pay in a currency other than the currency of your bank account, you are responsible for any currency conversion charges or bank fees applied by your card issuer or bank.

5.5 Taxes

Where applicable, additional local government taxes, tourism levies, or environmental fees may be collected at check-in or added to your invoice. We will disclose any such charges before payment.

6. Cancellation, changes, and refunds

6.1 Cancellation by you

Unless explicitly stated otherwise in your booking confirmation, the following cancellation policy applies to all direct Bookings:

  • 30 or more days before Check-in: Full refund of the Booking Fee, less any non-refundable payment processor fees.
  • More than 24 hours and up to 30 days before Check-in: 50% refund of the Booking Fee.
  • Within 24 hours of Check-in (including no-shows): No refund.

To cancel, email reservations@santaistays.com. Cancellations are effective on the date and time we receive your email (Bali local time, UTC+8). “Time before Check-in” is calculated from the scheduled Check-in date and time stated in your booking confirmation.

6.2 Peak / festive period bookings

Bookings that include any portion of a peak or festive period (such as Nyepi, Christmas, New Year’s Eve, Idul Fitri, or other periods identified in your booking confirmation) may be subject to a non-refundable policy. Where this applies, it will be clearly stated before Booking.

6.3 Changes to dates

We will use reasonable efforts to accommodate requested date changes subject to availability. Changes are not guaranteed and may be subject to a rate difference, an administrative fee, or be treated as a cancellation and re-booking under clause 6.1.

6.4 Cancellation by us

If we must cancel your Booking due to circumstances within our reasonable control, we will refund the Booking Fee in full and use reasonable efforts to offer suitable alternative accommodation. We are not liable for incidental losses (e.g., flights, transfers, lost holiday time) beyond the refund of the Booking Fee.

6.5 Refund timing

Approved refunds are typically processed within 14 business days to the original payment method, subject to processing times of the payment provider and your bank.

6.6 No-shows and shortened stays

Failure to arrive on the Check-in date without prior written notice will be treated as a no-show with no refund. Voluntary early departure does not entitle you to a refund for unused nights.

7. Check-in, check-out, and access

  • Check-in: From the time stated in your booking confirmation (typically 2:00 PM Bali time / WITA, UTC+8).
  • Check-out: By the time stated in your booking confirmation (typically 12:00 PM Bali time).
  • Early check-in or late check-out is subject to availability and may incur an additional fee.
  • You must provide valid government-issued photo identification for all adult guests at check-in, as required by Indonesian regulations.

We may refuse access to any person who cannot produce satisfactory identification or who appears to be under the influence of alcohol or substances to a degree that risks the safety of themselves, our staff, or others.

8. House rules and guest conduct

You and all members of your party agree to:

  1. Comply with the House Rules and any reasonable instructions given by SANTAI STAYS staff;
  2. Respect the property, fittings, and contents of the Villa;
  3. Respect neighbours and observe quiet hours (typically 10:00 PM – 7:00 AM);
  4. Not host events, parties, or commercial photo/film shoots without our prior written consent;
  5. Not smoke indoors (smoking is permitted only in designated outdoor areas);
  6. Not bring pets unless expressly authorised in writing;
  7. Not engage in any illegal activity, including the use, possession, or supply of unlawful substances; and
  8. Comply with all applicable Indonesian laws, including immigration, customs, and tax rules.

Breach of these obligations entitles us to terminate your stay immediately without refund and to recover any losses, damages, fines, or costs incurred as a result.

9. Damages, loss, and liability for the Villa

9.1 No formal deposit

SANTAI STAYS does not currently take a fixed refundable damage deposit. This is a trust-based arrangement extended to our guests.

9.2 Liability for damage

You remain liable for any damage, loss, or excessive cleaning caused by you, your party, or your invitees during your stay, beyond normal wear and tear. We reserve the right to:

  1. Document any damage with photographs and a written report;
  2. Provide you with a written cost estimate based on repair or replacement value at fair market rates; and
  3. Invoice you for the amount via our payment processor or, where you have provided a card on file, charge the registered card for the documented amount after notifying you in writing.

You agree to settle any such invoice within 14 days of receipt. Unpaid invoices may be referred to a third-party collections agent or pursued through the courts. You also agree to indemnify us for any reasonable legal or collection fees incurred.

9.3 Missing items and emergency call-outs

Charges may apply for missing items (e.g., towels, electronics, decor), unauthorised additional guests, lost keys, and emergency staff call-outs caused by misuse of the property.

10. Our services and standard of care

SANTAI STAYS will use reasonable skill and care to:

  1. Provide the Villa in the condition described on the Website at the date of your Booking;
  2. Make our 24/7 guest team available for legitimate guest support; and
  3. Address any service issues promptly and in good faith.

Minor variations between listing images and the actual Villa (including landscaping, furnishings, and decor) may occur over time and do not constitute breach of these Terms.

11. Force majeure

Neither party is liable for failure or delay to perform its obligations to the extent caused by events beyond its reasonable control, including (without limitation) acts of God, natural disasters, earthquakes, volcanic activity, tsunami, flood, fire, pandemic, epidemic, government-imposed travel restrictions or lockdowns, civil unrest, strikes, terrorism, war, or failure of essential utilities or telecommunications (“Force Majeure“).

If a Force Majeure event prevents or materially impacts your stay, we will use reasonable efforts to offer a date change, credit note, or partial refund — but we are not obliged to refund amounts already paid to non-refundable third-party suppliers (such as government taxes and certain payment processor fees).

We strongly recommend that all guests obtain comprehensive travel insurance, including coverage for trip cancellation, interruption, medical emergencies, and personal property.

12. Limitation of liability

To the maximum extent permitted by applicable law:

  1. SANTAI STAYS’ total aggregate liability to you arising out of or in connection with any Booking is limited to the total Booking Fee actually paid by you for that Booking.
  2. We are not liable for any indirect, incidental, consequential, special, or punitive losses, including but not limited to loss of profits, loss of enjoyment, loss of holiday value, or emotional distress.
  3. We are not liable for any loss or damage to personal property brought to the Villa. You are responsible for securing your own valuables (a safe is provided where indicated in the Villa listing).
  4. We are not liable for the acts or omissions of independent third-party suppliers (such as drivers, chefs, massage therapists, or activity operators) recommended or arranged via concierge, except to the extent required by mandatory law.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded.

13. Health, safety, and assumption of risk

Stays at our Villas may involve features such as swimming pools, sundecks, stairs without railings, open kitchens, and outdoor terrains. By staying with us, you acknowledge and accept the inherent risks. You are responsible for:

  • Supervising any children at all times, including around pools and water features;
  • Following posted safety notices and House Rules;
  • Acting reasonably and avoiding behaviour that could cause harm to yourself or others;
  • Disclosing in advance any medical condition, allergy, or accessibility need that may affect your stay (we will use reasonable efforts to accommodate).

14. Intellectual property

All content on the Website — including text, photography, videos, branding, the SANTAI STAYS name and marks, logos, design elements, and the curated villa imagery — is owned by SANTAI STAYS or licensed to us, and is protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, republish, distribute, modify, or use any such content for commercial purposes without our prior written consent. Limited personal, non-commercial use (such as sharing a stay photo on social media with credit) is permitted.

15. Reviews, content you post, and tagging

If you submit a review, photo, video, or other content to us or our social channels, you grant SANTAI STAYS a worldwide, royalty-free, non-exclusive, perpetual licence to use, reproduce, edit, and publish that content for marketing and promotional purposes, with attribution where reasonable. You confirm that the content is yours to share and does not infringe any third party’s rights.

You agree not to post defamatory, misleading, or unlawful content about SANTAI STAYS or our staff.

16. Website use

You agree not to:

  1. Use the Website for any unlawful purpose or in violation of these Terms;
  2. Attempt to gain unauthorised access to any part of the Website, our systems, or any user account;
  3. Interfere with the operation of the Website (including by introducing viruses, denial-of-service activity, or scraping at unreasonable rates);
  4. Use any automated system (other than standard search-engine crawlers) to access or copy material on the Website.

We may suspend or terminate your access for breach of this clause.

17. Third-party links

The Website may contain links to third-party websites. We do not control and are not responsible for those sites or their content, products, or services. Your interaction with any third-party site is at your own risk.

18. Privacy

Our handling of your personal data is described in our Privacy Policy, which forms part of these Terms.

19. Changes to these Terms

We may update these Terms from time to time to reflect changes to our services, applicable law, or business practices. The version applicable to your Booking is the version published on the Website on the date your Booking is confirmed. We will post the updated version on the Website and update the “Last updated” date above.

20. Governing law and jurisdiction

These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Republic of Indonesia.

Any dispute, controversy, or claim arising out of or in connection with these Terms shall first be addressed by good-faith discussion between the parties. If the dispute is not resolved within 30 days, it shall be referred to and finally resolved by the courts of competent jurisdiction in Denpasar, Bali, Indonesia, without prejudice to your statutory consumer rights in your country of residence.

21. Contact

For all questions about these Terms, your Booking, or your stay:

  • Email: reservations@santaistays.com
  • Website: www.santaistays.com

We aim to respond to all enquiries within 48 hours (Bali business days).

These Terms & Conditions are a template draft prepared for SANTAI STAYS and should be reviewed by Indonesian-qualified legal counsel before being published.