Finding Retreats — Terms and Conditions
Last updated: 20 May 2026 Effective: 20 May 2026 Document version: 1.0
1. Introduction and Acceptance
1.1 Who we are
Finding Retreats is a marketplace platform operated by PT Next Step Projects (hereafter "Finding Retreats", "we", "us", or "our"), a limited liability company incorporated under the laws of the Republic of Indonesia, with its registered office at Bajar Sala Jalan Buung Said Pura Dalem, Ubud, Pejeng Kawan, Tampaksiring, Kabupaten Gianyar, Bali 80571, registered with NIB 1006220038831 and NPWP 065.745.459.1-905.000.
Our platform operates at findingretreats.com and any related subdomains, mobile applications, and email communications sent from our domains (collectively, the "Platform").
1.2 What we do
The Platform is an online marketplace that connects:
Guests — individuals or organisations seeking to book wellness retreats, experiences, and related services; and
Vendors — retreat centres, retreat hosts, experience providers, instructors, and other businesses or individuals offering retreats, experiences, or services through the Platform.
We facilitate the discovery, booking, and payment processing for retreats, experiences, and services. We do not own, operate, manage, or control the retreats, experiences, accommodations, or services offered on the Platform. Those are provided directly by Vendors under their own arrangements with Guests.
1.3 Acceptance of these Terms
By accessing or using the Platform — whether as a visitor, Guest, or Vendor — you confirm that you have read, understood, and agree to be bound by these Terms and Conditions (the "Terms"), together with our [Privacy Policy] and any other policies referenced in these Terms.
If you do not agree to these Terms, you must not use the Platform.
These Terms form a binding legal agreement between you and Finding Retreats.
1.4 Capacity to agree
By using the Platform, you confirm that you are at least 18 years old and have full legal capacity to enter into a binding contract. If you are using the Platform on behalf of an organisation, you confirm that you have authority to bind that organisation to these Terms.
1.5 Changes to these Terms
We may update these Terms from time to time. When we do:
We will post the updated Terms on the Platform with a revised "Last updated" date.
For material changes that affect your rights or obligations, we will provide reasonable advance notice — typically by email and via a notice on the Platform — at least 30 days before the changes take effect.
Continued use of the Platform after the effective date of changes constitutes acceptance of the updated Terms.
If you do not agree to changes, your remedy is to stop using the Platform and (if applicable) close your account.
2. Definitions
For clarity, the following capitalised terms are used throughout these Terms:
"Booking" — a confirmed reservation made by a Guest for a Retreat, Experience, or Service offered by a Vendor through the Platform, evidenced by a confirmation email from Finding Retreats.
"Booking Contract" — the legally binding contract for the provision of a Retreat, Experience, or Service, entered into directly between the Guest and the Vendor. Finding Retreats is not a party to the Booking Contract.
"Commission" — the fee Finding Retreats charges Vendors on each successful Booking, as set out in Section 9 and the applicable Vendor Agreement.
"Content" — text, images, video, audio, descriptions, reviews, and any other material submitted to or displayed on the Platform.
"Experience" — a single-session or short-form activity offered by a Vendor (for example, a yoga class, sound healing, breathwork session, or guided workshop).
"Guest" — a person who creates or completes a Booking through the Platform, or who submits an inquiry to a Vendor through the Platform.
"Listing" — the page on the Platform where a Vendor advertises a Retreat, Experience, or Service.
"Platform" — as defined in Section 1.1.
"Retreat" — a multi-day program offered by a Vendor, typically including accommodation, programming (such as yoga, meditation, healing arts, fitness, or wellness activities), and meals.
"Service" — a standalone service offered by a Vendor (for example, a wellness treatment, massage, consultation, or course).
"Service Fee" — any fee charged by Finding Retreats to Guests for the use of the Platform, where applicable (see Section 9).
"Vendor" — a retreat centre, retreat host, experience provider, instructor, or other business or individual who lists Retreats, Experiences, or Services on the Platform.
"Vendor Agreement" — the agreement between a Vendor and Finding Retreats, comprising these Terms and any supplementary terms specific to Vendors (Section 8).
3. The Role of Finding Retreats
3.1 We are a marketplace
Finding Retreats operates as an intermediary platform. Our role is limited to:
Hosting Listings created by Vendors;
Facilitating discovery and communication between Guests and Vendors;
Processing payments on behalf of Vendors using Stripe Connect (see Section 9);
Providing booking confirmation, customer support tools, and dispute resolution facilitation; and
Maintaining the technical infrastructure of the Platform.
3.2 We are not a party to the Booking Contract
When a Guest makes a Booking through the Platform, the contract for the Retreat, Experience, or Service is formed directly between the Guest and the Vendor. Finding Retreats is not a party to that contract.
This means:
The Vendor is the principal providing the Retreat, Experience, or Service. The Vendor — not Finding Retreats — is responsible for delivering what was advertised and for the quality, safety, legality, and conduct of that delivery.
Finding Retreats acts as the Vendor's commercial agent for the limited purpose of accepting Bookings and processing payments. We do not act as a travel agent, tour operator, accommodation provider, or wellness practitioner.
The Vendor sets the price, availability, cancellation policy, and inclusions for each Listing. We display this information as provided by the Vendor.
3.3 What we do not do
Finding Retreats does not:
Own, operate, lease, manage, or control any retreat centre, accommodation, venue, vehicle, or vessel;
Employ, contract, supervise, or train any retreat host, instructor, therapist, guide, or other personnel;
Inspect, certify, license, or guarantee the safety, quality, or legality of any Retreat, Experience, Service, or venue;
Verify the accuracy of Listing content beyond reasonable platform-level checks;
Guarantee that any Listing, Vendor, or Booking will meet a Guest's expectations or requirements;
Provide medical advice, mental health treatment, therapy, or any regulated wellness service; or
Act as an insurer for Guests, Vendors, or any third party.
3.4 Compliance with Indonesian law
Finding Retreats is registered as a Penyelenggara Sistem Elektronik (PSE) — Private Electronic System Operator — with the Indonesian Ministry of Communication and Informatics (Kominfo), in accordance with Government Regulation No. 71 of 2019 and Ministerial Regulation No. 5 of 2020.
Finding Retreats complies with applicable Indonesian e-commerce regulations, including the Ministry of Trade Regulation No. 31 of 2023 on E-Commerce, and the Personal Data Protection Law (Law No. 27 of 2022).
4. Accounts
4.1 Creating an account
To make a Booking, list a Retreat, or use most Platform features, you must create an account. When creating an account you agree to:
Provide accurate, current, and complete information;
Maintain and promptly update your information;
Keep your password and login credentials confidential; and
Notify us immediately of any unauthorised access to or use of your account.
You are responsible for all activity that occurs under your account, whether or not authorised by you, unless you have notified us of unauthorised access.
4.2 One account per person or entity
You may not create or maintain more than one account except with our express prior written consent. We may detect and merge or close duplicate accounts at our discretion.
4.3 Eligibility
To create an account you must be at least 18 years of age. Vendors must additionally be legally able to operate a business and provide the Retreats, Experiences, or Services they list, in the jurisdiction where they operate.
4.4 Suspension and termination of accounts
We may suspend or terminate your account, with or without notice, if:
You breach these Terms;
You provide false, misleading, or fraudulent information;
You use the Platform unlawfully or in a way that harms other users, Vendors, or Finding Retreats;
We are required to do so by law or by order of a competent authority;
Your account is inactive for an extended period; or
We discontinue the Platform or a specific feature.
Where reasonable, we will provide notice and an opportunity to remedy a breach before terminating an account.
You may close your account at any time by contacting us, subject to the completion or proper cancellation of any outstanding Bookings.
5. Listings and Listing Content
5.1 Vendor responsibility for Listings
Vendors are solely responsible for the content of their Listings, including but not limited to:
Descriptions of the Retreat, Experience, or Service;
Photographs and videos;
Pricing and inclusions;
Schedules, dates, and availability;
Accommodation details and amenities;
Instructor or facilitator biographies and credentials;
Cancellation policies, deposit terms, and refund policies; and
Any health, safety, or participation requirements.
Vendors warrant that all information in their Listings is accurate, complete, current, and not misleading.
5.2 Scrape-and-claim Listings
Finding Retreats may, as part of its supply seeding strategy, create Listings based on publicly available information about retreat centres or experience providers prior to those providers joining the Platform ("Unclaimed Listings"). Unclaimed Listings:
Are clearly marked as unclaimed on the Platform;
Do not allow direct booking, only inquiries;
May be claimed by the relevant Vendor at any time by following our claim process;
Will be removed or amended on the request of the relevant Vendor, subject to verification.
By submitting an inquiry on an Unclaimed Listing, the Guest acknowledges that the relevant Vendor has not yet joined the Platform and that response times and confirmation processes may differ from claimed Listings.
5.3 Accuracy of Listings
While we may apply automated and manual checks to Listings, we do not independently verify the accuracy of every detail in every Listing. We do not warrant that Listings are free of errors, omissions, or out-of-date information.
If you are a Guest and you notice an inaccuracy in a Listing, please report it to us at [email protected]
5.4 Prohibited content
Vendors must not include in any Listing content that:
Is false, misleading, deceptive, or unsubstantiated;
Makes unverified medical, therapeutic, or curative claims;
Promotes activities that endanger Guests, animals, communities, or the environment;
Promotes the use of controlled substances, including illegal drugs and psychoactive substances not legally available in Indonesia;
Promotes activities involving captive wild animals, demeaning animal performances, or harm to endangered species;
Infringes the intellectual property rights, privacy, or publicity rights of any third party;
Contains hate speech, harassment, or discrimination on the basis of race, ethnicity, religion, gender, sexual orientation, disability, or any other protected characteristic;
Is sexually explicit, exploitative, or promotes prostitution or trafficking;
Violates any applicable law in Indonesia or in the country where the Retreat, Experience, or Service is delivered; or
Otherwise breaches our content guidelines (as updated from time to time).
We may remove any Listing or content at our discretion, with or without notice, if we reasonably believe it violates these Terms.
5.5 Plant medicine, controlled substances, and regulated practices
The Platform does not permit Listings that promote, facilitate, or include the use of controlled substances (including but not limited to ayahuasca, psilocybin, ibogaine, kambo administered by unlicensed practitioners, or any substance regulated under Indonesian Law No. 35 of 2009 on Narcotics or equivalent law in the jurisdiction of delivery), except where such substances are demonstrably legal and the Vendor is appropriately licensed and the use is fully compliant with all applicable laws.
Vendors offering practices that are regulated in their jurisdiction (for example, medical, psychological, or therapeutic practices) must hold all required licences and certifications and must list those credentials accurately.
6. Bookings
6.1 Searching and inquiring
Guests may search Listings and submit inquiries to Vendors through the Platform. An inquiry is not a Booking and does not create a binding obligation between the Guest and the Vendor.
6.2 Making a Booking
A Booking is made when:
The Guest selects a Retreat, Experience, or Service and completes the checkout process;
The Guest provides accurate billing and (where applicable) personal details;
The Guest accepts the Vendor's cancellation policy and any specific Listing terms;
Payment (full or deposit, as specified) is successfully processed; and
Finding Retreats sends a Booking confirmation email to the Guest.
The Booking confirmation email is the evidence of the Booking Contract between the Guest and the Vendor.
6.3 Booking authority
If a Guest is booking on behalf of others, they confirm that:
They are authorised by all members of the group to make the Booking on their behalf;
They are responsible for the conduct and obligations of all members of the group; and
They will share these Terms and any Vendor-specific terms with all members of the group.
6.4 Vendor's right to confirm or decline
Some Listings require Vendor confirmation before a Booking is finalised. For such Listings:
The Guest's payment may be authorised but not captured until the Vendor confirms;
If the Vendor declines or fails to confirm within the timeframe stated on the Listing, the Booking is not formed and any authorised payment will be released; and
If the Vendor confirms, the Booking is formed and payment is captured.
6.5 Changes and amendments
Any changes to a confirmed Booking (dates, participant numbers, room type, etc.) must be agreed between the Guest and the Vendor and recorded through the Platform. Changes may be subject to fees or to the Vendor's cancellation policy.
6.6 Health, safety, and participation requirements
Guests are responsible for ensuring that they and any members of their group:
Are physically, mentally, and medically fit to participate in the Retreat, Experience, or Service;
Disclose to the Vendor any medical conditions, allergies, dietary requirements, pregnancy, recent surgery, mental health conditions, or medications that may be relevant to participation;
Obtain appropriate travel and health insurance covering the destination and the nature of the activities; and
Comply with all local laws, customs, and Vendor rules during the Retreat, Experience, or Service.
Finding Retreats strongly recommends that every Guest obtain comprehensive travel insurance, including coverage for cancellation, medical emergencies, and repatriation, before any international travel for a Booking.
6.7 Inherent risk
Many Retreats, Experiences, and Services involve inherent physical, psychological, and emotional risks that cannot be eliminated regardless of the precautions taken by the Vendor or the Guest. These risks may include but are not limited to: physical injury, illness, exposure to remote or unfamiliar environments, exposure to extreme weather, emotional distress, exacerbation of pre-existing physical or mental health conditions, and (in rare cases) more serious harm.
By making a Booking, the Guest acknowledges, understands, and voluntarily accepts these inherent risks.
7. Payments, Refunds, and Cancellations (Guests)
7.1 How payments work
Finding Retreats processes Guest payments through Stripe Connect, a payment infrastructure provided by Stripe Payments Europe Ltd. and its affiliates ("Stripe"). When a Guest completes a Booking:
Payment is collected by Finding Retreats on behalf of the Vendor;
Funds are held in a Stripe Connect arrangement until the Booking is fulfilled (or refunded per the cancellation policy);
After fulfilment, Finding Retreats remits the Vendor's share to the Vendor in accordance with the Vendor Agreement (see Section 9.4); and
Finding Retreats retains its Commission and any applicable Service Fee.
7.2 Payment timing and methods
Guests may be required to pay:
The full Booking price at the time of Booking;
A deposit at the time of Booking with the balance due by a date set by the Vendor; or
A reservation amount with the balance payable to the Vendor on arrival.
The specific arrangement for any Booking is stated on the Listing and in the Booking confirmation. Accepted payment methods are displayed at checkout.
7.3 Currencies
Prices may be displayed in multiple currencies for convenience. The currency of transaction is the currency stated at checkout. Foreign exchange conversion, where applicable, is performed by the Guest's card issuer or payment provider, and may include fees outside Finding Retreats' control.
7.4 Taxes
Prices displayed on Listings include or exclude taxes as stated on the Listing.
Where Vendors are responsible for charging applicable taxes (for example, Indonesian VAT, accommodation tax, or other local levies), those taxes will be reflected in the Booking price.
Vendors are responsible for collecting and remitting all taxes applicable to their Retreats, Experiences, and Services.
Finding Retreats is responsible only for taxes applicable to its own service (Commission and Service Fee), where required by law.
7.5 Cancellation by the Guest
Each Listing has its own cancellation policy, set by the Vendor and displayed at the time of Booking. The cancellation policy is part of the Booking Contract between the Guest and the Vendor.
To cancel a Booking, the Guest must:
Initiate the cancellation through the Platform; and
Do so within the timeframes and conditions stated in the cancellation policy.
Refunds (where applicable under the cancellation policy) will be processed through the original payment method. Refunds may take up to 30 days to appear on a Guest's bank or card statement, depending on the issuer.
7.6 Cancellation by the Vendor
If a Vendor cancels a confirmed Booking before the Retreat, Experience, or Service starts, the Guest is entitled to:
A full refund of all amounts paid through the Platform; or
Where mutually agreed, a credit toward a future Booking with the same Vendor or another Vendor.
Finding Retreats will assist the Guest in obtaining the refund but is not itself liable for the Vendor's cancellation unless the cancellation was caused by Finding Retreats' gross negligence or wilful misconduct.
7.7 Force majeure
Neither the Guest nor the Vendor will be liable for failure to perform a Booking Contract where performance is prevented by a Force Majeure Event. A "Force Majeure Event" means an event outside the reasonable control of the affected party, including natural disasters, volcanic activity, earthquake, tsunami, flood, fire, severe weather, pandemic, epidemic, government order, travel restriction, war, civil unrest, terrorism, strike, or failure of major utilities.
In a Force Majeure Event:
The Vendor's stated force majeure terms apply first, if any;
Otherwise, the Vendor and Guest will work in good faith to reschedule, partially refund, or issue a credit;
Finding Retreats will facilitate communication and, where requested by both parties, hold or release funds accordingly.
7.8 Disputes and the Finding Retreats Guarantee
If a Guest believes that a Vendor has not delivered the Retreat, Experience, or Service as described in the Listing or as agreed under the Booking Contract:
The Guest must first contact the Vendor and attempt to resolve the issue directly;
If the issue is not resolved within a reasonable time, the Guest may submit a complaint to Finding Retreats through the Platform within 7 days of the end of the Retreat, Experience, or Service;
Finding Retreats will review the complaint and, where appropriate, mediate between the Guest and the Vendor;
Where Finding Retreats determines that a refund is appropriate, it may process a refund from funds held on behalf of the Vendor, or recover the refund amount from the Vendor's future payouts.
This dispute facilitation is a goodwill service by Finding Retreats. It does not change the fact that the Booking Contract is between the Guest and the Vendor.
7.9 Chargebacks
Guests should attempt resolution through the Platform before initiating a chargeback with their card issuer. Initiating a chargeback before exhausting the Platform's dispute process may, where the chargeback is found to be unjustified, result in account suspension and recovery of the chargeback amount from the Guest under applicable law.
8. Terms for Vendors
This Section 8 applies in addition to the rest of these Terms whenever you act as a Vendor on the Platform.
8.1 Becoming a Vendor
To list Retreats, Experiences, or Services on the Platform, you must:
Complete the Vendor onboarding process, including identity and business verification;
Provide complete and accurate business information, including legal entity name, registered address, tax identification numbers (for example, NPWP for Indonesian Vendors), and bank details for payouts;
Connect a Stripe Connect account or complete the equivalent onboarding for receiving payouts;
Hold all licences, permits, and certifications required by law in the jurisdiction where you operate;
Maintain appropriate insurance (see Section 8.7); and
Accept these Terms and any supplementary Vendor terms we provide.
8.2 Your representations and warranties
By listing on the Platform, you represent and warrant that:
You have full legal authority to offer the Retreats, Experiences, or Services you list;
All information you provide is accurate, complete, and not misleading;
You hold all required licences, permits, certifications, and insurance;
You comply with all applicable laws, including tax, labour, employment, immigration, health, safety, consumer protection, advertising, and data protection laws;
You have appropriate rights to all Content you upload, including photographs, videos, and descriptive text;
You will deliver the Retreats, Experiences, or Services as described in your Listings and as agreed with Guests;
You will treat all Guests with respect, professionalism, and care, free from discrimination or harassment;
You will not undermine the Platform by directing Guests to make Bookings outside the Platform after they have been introduced through the Platform (anti-circumvention — see Section 8.10).
8.3 Listing standards
Listings must:
Accurately describe the Retreat, Experience, or Service, including dates, location, accommodation, programming, inclusions, exclusions, and pricing;
Disclose any health, safety, fitness, or participation requirements;
State the cancellation policy clearly;
Comply with Section 5.4 (Prohibited content) and Section 5.5 (Plant medicine and regulated practices);
Be in English at minimum, with Bahasa Indonesia translations where applicable.
8.4 Operational obligations
You agree to:
Respond to Guest inquiries promptly, ideally within 24 hours;
Honour all confirmed Bookings;
Maintain accurate availability on the Platform;
Provide Guests with relevant pre-arrival information in good time;
Maintain the venue, equipment, and personnel necessary to deliver each Booking safely and as described;
Handle Guest data in accordance with applicable privacy laws, including the Indonesian Personal Data Protection Law (UU 27/2022) and, where applicable, the EU GDPR;
Cooperate with Finding Retreats in resolving Guest complaints;
Provide records and invoices to Guests as required by applicable consumer law.
8.5 Cancellations by Vendor
If you must cancel a confirmed Booking:
You must notify the Guest and Finding Retreats as early as possible and provide the reason;
The Guest is entitled to a full refund of amounts paid through the Platform, or to alternative arrangements where the Guest agrees;
Finding Retreats may, depending on the circumstances and the frequency of Vendor-initiated cancellations, charge the Vendor a cancellation fee, reduce the Vendor's ranking on the Platform, suspend the Vendor's Listings, or terminate the Vendor Agreement.
Repeated unjustified Vendor cancellations are a material breach of these Terms.
8.6 Vendor's own terms and conditions
Vendors may apply their own terms and conditions to Bookings, provided that:
They do not conflict with these Terms;
They are clearly disclosed in the Listing and accepted by the Guest at the time of Booking;
They are reasonable, lawful, and consistent with applicable consumer protection laws;
In the event of conflict, these Terms prevail over the Vendor's own terms, except where the Vendor's terms are more favourable to the Guest.
8.7 Insurance
Vendors must maintain, at their own expense:
Public liability insurance covering the Retreats, Experiences, and Services offered, with limits appropriate to the scale and nature of the activity;
Professional indemnity insurance, where the Vendor offers services for which such insurance is customary (for example, yoga teaching, breathwork, coaching);
Property insurance for accommodations and venues operated by the Vendor;
Vehicle insurance for any vehicles used in delivering the Service;
Marine and watercraft insurance for any water-based activities; and
Any other insurance required by applicable law in the jurisdiction of delivery.
Vendors must provide proof of insurance to Finding Retreats on request and notify us immediately if any required insurance lapses, is cancelled, or fails to be renewed.
8.8 Tax obligations
Vendors are solely responsible for:
Determining the taxes applicable to their Retreats, Experiences, and Services;
Collecting and remitting all such taxes (including VAT/PPN, accommodation tax, withholding tax, and income tax);
Issuing receipts, invoices, or fapture pajak (Indonesian tax invoices) as required by law; and
Providing Finding Retreats with the tax identification numbers and documentation we reasonably require to comply with our own tax obligations.
Finding Retreats may, where required by law or by Stripe, withhold or report amounts on the Vendor's behalf. Where this happens, the Vendor will be notified.
8.9 Reviews and feedback
Vendors may not:
Solicit, incentivise, or coerce Guests to leave reviews of a particular sentiment;
Offer compensation, discounts, or other inducements in exchange for reviews;
Post false or misleading reviews of their own Listings or of competing Listings;
Retaliate against Guests for leaving honest reviews.
Finding Retreats may remove reviews that violate these Terms or that are not genuine.
8.10 Anti-circumvention
When a Guest discovers a Vendor through the Platform, that introduction has commercial value. Vendors agree that:
They will accept and process Bookings for that Guest through the Platform for [12] months following the initial introduction, except in cases of genuine direct repeat-customer relationships established outside the Platform prior to the introduction;
They will not encourage Guests introduced via the Platform to book directly with them in a way that circumvents Commission;
They will not list contact information (email, phone, off-Platform booking links) in Listings or pre-booking messages in a manner intended to divert Bookings away from the Platform;
A breach of this clause may result in a recovery action for lost Commission, account suspension, or termination.
This clause does not prevent Guests from booking with a Vendor that they discovered independently and that they would have booked with regardless of the Platform.
9. Fees, Commission, and Payouts
9.1 Commission
Finding Retreats charges Vendors a Commission on each successful Booking. The applicable Commission rate is:
10% of the total Booking value for Retreats (excluding refundable taxes and government fees, where applicable) for standard Listings;
20% of the total Booking value for Services and Experiences (excluding refundable taxes and government fees, where applicable) for standard Listings;
Or such other rate as agreed in writing between Finding Retreats and the Vendor.
The Commission rate applicable to each Booking is the rate in effect at the time the Booking is made.
9.2 Service Fee (Guests)
Finding Retreats may charge Guests a Service Fee at checkout, displayed transparently before payment. The Service Fee covers Platform operating costs and Guest support.
Where no Service Fee is charged to Guests, all platform revenue comes from the Vendor Commission.
9.3 Payment processing fees
Payment processing fees are charged by Stripe and are deducted from each transaction before the net amount is split between Finding Retreats (Commission) and the Vendor (payout). Stripe's fees are subject to Stripe's own terms and may change without notice from Finding Retreats.
9.4 Payout to Vendors
After a Booking is fulfilled (i.e., the Retreat, Experience, or Service has taken place, or the relevant non-refundable point has passed for deposits):
The Vendor's share — total Booking value, less Commission, less payment processing fees, less any refunds, chargebacks, or fees — is paid out to the Vendor's connected Stripe account;
Payout timing is typically [2] days after the start date of the Retreat, Experience, or Service, or such other schedule as set out in the Vendor onboarding terms;
Payouts are subject to Stripe's processing times, which vary by country and currency;
Finding Retreats reserves the right to hold or delay payouts where there is a pending dispute, suspected fraud, regulatory hold, or breach of these Terms.
9.5 Refunds and chargebacks (financial mechanics)
Where a Guest is entitled to a refund:
The refund is processed from funds held on behalf of the Vendor where the funds have not yet been paid out;
If the funds have already been paid out, Finding Retreats may recover the refund amount from the Vendor's future payouts or invoice the Vendor directly;
Stripe payment processing fees are typically non-refundable; whether they are absorbed by Finding Retreats or borne by the Vendor depends on the Vendor Agreement.
Where a Guest initiates a chargeback that is upheld in their favour, the chargeback amount and any associated Stripe fee will be recovered from the Vendor's payouts or invoiced to the Vendor.
9.6 Changes to fees
We may change the Commission rate, Service Fee, or fee structure on at least 30 days' written notice to affected Vendors. The new rate applies to Bookings made after the effective date of the change. Existing Bookings are unaffected.
10. Content, Reviews, and Intellectual Property
10.1 Your content
By submitting Content to the Platform (including Listings, reviews, photographs, messages, and inquiries), you:
Confirm that you own or have permission to submit that Content;
Grant Finding Retreats a worldwide, non-exclusive, royalty-free, sublicensable, transferable licence to host, store, display, reproduce, modify, distribute, and use that Content for the operation, promotion, and improvement of the Platform;
Confirm that the Content does not infringe any third party's intellectual property, privacy, or other rights;
Confirm that the Content is not unlawful, harmful, defamatory, or otherwise prohibited under Section 5.4.
You retain ownership of your Content. The licence granted to Finding Retreats continues for the duration necessary to operate the Platform and to comply with our legal obligations (including record-keeping).
10.2 Reviews
Reviews are an important trust mechanism. We aim to display reviews honestly, including critical reviews, and we apply moderation only to remove content that violates these Terms (for example, defamatory, off-topic, fake, or solicited reviews).
Vendors do not have the right to remove or suppress honest Guest reviews. Where a Vendor disputes the factual basis of a review, they may respond publicly and may flag the review for our review.
10.3 Our intellectual property
The Platform, including the Finding Retreats name, logos, branding, software, and design elements, is owned by Finding Retreats and protected by intellectual property law. You may not copy, reproduce, modify, distribute, or create derivative works of any Finding Retreats intellectual property without our prior written consent, except as expressly permitted by these Terms.
10.4 Feedback
If you provide Finding Retreats with suggestions, feedback, or improvement ideas, you grant us a perpetual, royalty-free, irrevocable, transferable, sublicensable right to use them without compensation or attribution.
11. Privacy and Data Protection
Finding Retreats handles personal data in accordance with our [Privacy Policy] and applicable laws, including:
The Indonesian Personal Data Protection Law (UU 27/2022);
The EU General Data Protection Regulation (GDPR), where applicable;
The Australian Privacy Act 1988, where applicable; and
Any other applicable data protection laws in jurisdictions where we operate or where our users reside.
In particular:
We collect and use personal data only for the purposes disclosed in our Privacy Policy;
We share personal data with Vendors only as necessary to facilitate Bookings;
We retain personal data only for as long as necessary;
Users have rights to access, correct, and delete their personal data, subject to our legal obligations.
In the event of a personal data breach, we will notify affected users in accordance with applicable law — generally within 72 hours under GDPR and 3×24 hours under UU 27/2022.
Vendors who receive personal data from the Platform are independent controllers (or in some cases joint controllers) of that data and are responsible for handling it in accordance with applicable law.
12. Prohibited Conduct
Regardless of whether you are a Guest, Vendor, or visitor, you may not:
Use the Platform in violation of any applicable law;
Use the Platform to harm, harass, threaten, or discriminate against another person;
Impersonate any person or misrepresent your affiliation;
Submit false, misleading, or fraudulent information;
Interfere with the operation of the Platform (for example, by introducing malware, performing denial-of-service attacks, scraping data without consent, or bypassing security);
Attempt to gain unauthorised access to the Platform or any user account;
Use the Platform to send unsolicited commercial communications (spam);
Use the Platform to facilitate illegal activity, money laundering, or terrorism financing;
Engage in any activity that we, in our reasonable discretion, determine to be harmful to the Platform, our users, or our reputation.
We may, at our discretion and without prior notice, take any action we consider appropriate, including removing content, suspending accounts, refusing service, or reporting conduct to law enforcement.
13. Disclaimers
13.1 As-is
The Platform is provided "as is" and "as available". To the maximum extent permitted by law, Finding Retreats disclaims all warranties, whether express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted availability.
13.2 No warranty about Listings or Vendors
Without limiting the foregoing, Finding Retreats does not warrant:
The accuracy, completeness, or currency of any Listing;
The identity, conduct, qualifications, certifications, or insurance of any Vendor or Vendor personnel;
The safety, quality, legality, or suitability of any Retreat, Experience, Service, or venue;
That any Retreat, Experience, or Service will meet a Guest's expectations or achieve any particular outcome;
That any background check, identity verification, or other check (where conducted) will identify past misconduct or prevent future misconduct.
13.3 No warranty about platform performance
Finding Retreats does not warrant that:
The Platform will be uninterrupted, error-free, secure, or virus-free;
Defects in the Platform will be corrected; or
The Platform will be compatible with any particular device or software.
13.4 Statutory rights preserved
Nothing in these Terms excludes, restricts, or modifies any right that cannot be excluded, restricted, or modified under applicable law, including the Indonesian Consumer Protection Law (UU 8/1999) and the Australian Consumer Law where applicable to Guests resident in Australia.
14. Limitation of Liability
14.1 Indirect and consequential loss
To the maximum extent permitted by law, Finding Retreats and its affiliates, directors, officers, employees, agents, and contractors (the "Finding Retreats Parties") will not be liable for:
Any indirect, incidental, special, consequential, exemplary, or punitive damages;
Loss of profits, revenue, goodwill, data, or anticipated savings;
Loss arising from business interruption;
Loss arising from any acts or omissions of any Vendor or Guest;
Loss arising from any injury, illness, emotional distress, or death sustained during or in connection with any Retreat, Experience, or Service.
14.2 Aggregate cap
To the maximum extent permitted by law, the total aggregate liability of the Finding Retreats Parties to any user, arising out of or relating to these Terms, the Platform, or any Booking, will not exceed the greater of:
(a) the total amount paid by or to that user through the Platform in the 12 months preceding the event giving rise to the claim; or
(b) USD 500.
14.3 Exceptions
The limitations in this Section 14 do not apply to:
Liability for death or personal injury caused by Finding Retreats' gross negligence or wilful misconduct;
Liability for fraud or fraudulent misrepresentation by Finding Retreats;
Any other liability that cannot be excluded or limited under applicable law.
14.4 Inherent risk acknowledgment
Each Guest acknowledges that participating in retreats, wellness experiences, and travel activities involves inherent risks that cannot be eliminated. To the maximum extent permitted by law, the Guest assumes those risks and releases the Finding Retreats Parties from liability arising out of those inherent risks, except as set out in Section 14.3.
15. Indemnification
15.1 By the Guest
To the maximum extent permitted by law, each Guest agrees to indemnify and hold harmless the Finding Retreats Parties from any claim, loss, liability, damage, or expense (including reasonable legal fees) arising out of:
The Guest's breach of these Terms;
The Guest's violation of any applicable law or the rights of any third party;
The Guest's negligence or wilful misconduct in connection with the Platform or any Booking; or
Any false or misleading information provided by the Guest.
15.2 By the Vendor
To the maximum extent permitted by law, each Vendor agrees to indemnify and hold harmless the Finding Retreats Parties from any claim, loss, liability, damage, or expense (including reasonable legal fees) arising out of:
The Vendor's breach of these Terms or any Vendor Agreement;
The Vendor's violation of any applicable law or the rights of any third party;
The Vendor's negligence, wilful misconduct, or failure to deliver Retreats, Experiences, or Services as described;
Any inaccurate, misleading, or unlawful Content in the Vendor's Listings;
Any injury, illness, emotional distress, death, or property damage sustained by a Guest or third party in connection with a Retreat, Experience, or Service delivered by the Vendor;
Any tax, duty, or government charge that the Vendor was responsible for collecting or remitting but failed to;
Any claim by Vendor personnel, contractors, or agents.
16. Term and Termination
16.1 Term
These Terms apply from the time you first accept them, or first use the Platform, and continue until terminated in accordance with this Section 16.
16.2 Termination by you
You may terminate your agreement with us at any time by closing your account, subject to:
Completion or proper cancellation of any pending Bookings (Guests);
Honouring all confirmed Bookings (Vendors); and
Payment of any amounts due.
16.3 Termination by us
We may terminate or suspend your access to the Platform at any time, with or without notice, if:
You materially breach these Terms;
We are required to do so by law or by order of a competent authority;
We discontinue the Platform or a material feature; or
We reasonably believe your conduct poses a risk to other users, our reputation, or our legal position.
Where reasonable, we will provide notice and an opportunity to remedy a breach before terminating.
16.4 Effect of termination
On termination:
Your right to access the Platform ceases;
Pending Bookings will be honoured or cancelled as set out in the applicable cancellation policy;
Vendor payouts of fulfilled Bookings will be processed in the normal course;
We may retain your personal data and Content as required for legal, regulatory, accounting, or dispute-resolution purposes;
Provisions that by their nature should survive termination (including Sections 10, 11, 13, 14, 15, 17, and 18) will survive.
17. Governing Law and Dispute Resolution
17.1 Governing law
These Terms are governed by the laws of the Republic of Indonesia, without regard to its conflict of laws principles.
17.2 Indonesian consumer protection
Nothing in this Section 17 affects rights you may have under the Indonesian Consumer Protection Law (UU 8/1999) or other mandatory consumer protection laws applicable to you.
17.3 Informal resolution
Before formal dispute resolution, the parties agree to attempt in good faith to resolve any dispute informally by contacting [email protected] within 30 days of the dispute arising.
17.4 Mediation and arbitration
If informal resolution fails, the parties agree to first attempt mediation through the Indonesian National Arbitration Board (BANI) or an equivalent recognised mediation body, before commencing arbitration or court proceedings.
17.5 Jurisdiction
Subject to the foregoing, the parties submit to the exclusive jurisdiction of the courts of South Jakarta (Pengadilan Negeri Jakarta Selatan), or such other jurisdiction as may be required by applicable law.
17.6 Class action waiver
To the maximum extent permitted by law, disputes will be resolved on an individual basis only, and not as part of a class, consolidated, or representative action.
18. General
18.1 Entire agreement
These Terms (together with our Privacy Policy and any specific terms incorporated by reference) constitute the entire agreement between you and Finding Retreats and supersede any prior agreements or understandings relating to the subject matter.
18.2 No waiver
A failure or delay by Finding Retreats in exercising any right under these Terms does not constitute a waiver of that right.
18.3 Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid or unenforceable provision will be modified to the minimum extent necessary to make it valid and enforceable while preserving the parties' original intent.
18.4 Assignment
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations under these Terms to an affiliate, to a successor in connection with a merger or sale, or as otherwise permitted by law.
18.5 No third-party beneficiaries
Except as expressly stated, these Terms do not create any rights for any third party.
18.6 Notices
Notices to Finding Retreats must be sent to [email protected] and to our registered office address.
Notices to you will be sent to the email address associated with your account, posted on the Platform, or delivered to the address you have provided.
18.7 Language
These Terms are issued in English. A Bahasa Indonesia translation is available at https://findingretreats.com/help/terms-of-service/syarat-dan-ketentuan in accordance with Article 9(2) of Ministerial Regulation No. 5 of 2020. In the event of conflict between language versions, the Bahasa Indonesia version prevails.
18.8 Contact us
For questions about these Terms, please contact us at:
Email: [email protected]
Support: [email protected]
Postal address: Rama Gaia Villa, Bajar Sala Jalan Buung Said Pura Dalem, Ubud, Pejeng Kawan, Tampaksiring, Kabupaten Gianyar, Bali 80571
NIB: 1006220038831
NPWP: 065.745.459.1-905.000
Document control
Version | Date | Author | Changes |
|---|---|---|---|
1.0 | 20 May 2026 | Finding Retreats (draft) |