Syarat & Ketentuan

Welcome to Rayfish.id. These Terms and Conditions govern your access to and use of our website, booking services, passenger transportation services, and other services provided by Rayfish.id. By making a reservation, purchasing a ticket, using our website, or boarding one of our vessels, you confirm that you have read, understood, and agreed to these Terms and Conditions.

About Rayfish.id

Rayfish.id provides fast boat passenger transportation services between Sanur, Bali, and Nusa Penida, as well as supporting services such as passenger assistance, luggage handling, and boarding coordination.

For the purpose of these Terms and Conditions, “Rayfish.id,” “we,” “our,” and “us” refer to Rayfish oleh Montevela Fast Cruise. The terms “passenger,” “customer,” “you,” and “your” refer to any person who accesses our website, makes a booking, purchases a ticket, or uses our services.

Booking and Ticket Confirmation

Bookings may be made through our official website, WhatsApp, authorised agents, or other official Rayfish.id sales channels.

A booking is considered confirmed only after:

1. The required passenger information has been submitted;
2. Full payment has been received and verified; and
3. An official booking confirmation or electronic ticket has been issued.

Passengers are responsible for ensuring that all information submitted during the booking process is complete and accurate. Rayfish.id shall not be responsible for issues caused by incorrect names, contact details, travel dates, destinations, or other information provided by the passenger.

Tickets may not be transferred to another person without prior approval from Rayfish.id.

Ticket Prices and Payment

All ticket prices are displayed in Indonesian Rupiah unless otherwise stated.

Ticket prices may include passenger transportation and selected services described during the booking process. Additional charges may apply for special baggage, private arrangements, port fees, transfers, rescheduling, or other optional services.

Rayfish.id reserves the right to change ticket prices, promotional offers, and service packages at any time. However, price changes will not affect bookings that have already been fully paid and officially confirmed, except where additional government, harbour, or regulatory charges are imposed.

Passengers must use one of the official payment methods provided by Rayfish.id. Rayfish.id is not responsible for payments made to unauthorised individuals, accounts, or third parties.

Check-In and Boarding

Passengers must arrive at the designated check-in location at least [30–60 minutes] before the scheduled departure time.

Passengers may be required to present:

• A valid booking confirmation or electronic ticket;
• A valid identity document;
• A passport for international passengers; and
• Any other document required by the relevant authorities.

The boarding gate may close before the scheduled departure time. Passengers who arrive late may be considered no-shows and may not be eligible for a refund or free rescheduling.

Passengers must follow all instructions provided by Rayfish.id staff, port officers, the vessel captain, and authorised crew members during check-in, boarding, travel, and disembarkation.

Departure Schedules and Routes

Departure schedules, travel duration, ports, vessels, and routes may change due to weather, sea conditions, harbour regulations, operational requirements, government instructions, safety considerations, or other circumstances beyond our reasonable control.

The travel duration displayed on our website, promotional materials, or booking confirmation is an estimate only. Actual travel time may vary depending on sea conditions, passenger volume, harbour traffic, and operational circumstances.

Rayfish.id reserves the right to:

• Delay or reschedule a departure;
• Change the departure or arrival port;
• Replace the assigned vessel;
• Combine passengers into another scheduled departure;
• Modify the route; or
• Cancel a trip where necessary for passenger safety or operational reasons.

Passenger safety will remain our primary consideration when making operational decisions.

Cancellation by Rayfish.id

If a trip is cancelled by Rayfish.id and no suitable replacement departure is available, affected passengers may be offered one of the following options:

1. Rescheduling to another available departure;
2. Travel credit for future use; or
3. A refund of the eligible ticket amount.

The applicable option will depend on the reason for cancellation, ticket type, operational circumstances, and the terms communicated at the time of booking.

Refunds will generally be returned through the original payment method. Administrative charges, third-party fees, bank charges, booking platform fees, or services already provided may be non-refundable.

Rayfish.id is not responsible for indirect expenses resulting from a delayed or cancelled trip, including accommodation, meals, flights, tours, transportation, or missed connections.

Cancellation and Rescheduling by Passengers

Cancellation and rescheduling requests must be submitted through an official Rayfish.id communication channel.

Approval will depend on:

• The ticket type;
• The time remaining before departure;
• Seat availability;
• Promotional conditions; and
• The cancellation or rescheduling policy stated during booking.

The following general conditions may apply:

• Requests submitted more than 24 hours before departure may be eligible for rescheduling or a partial refund;
• Requests submitted within 24 hours of departure may be non-refundable;
• Promotional, discounted, or special-rate tickets may not be refundable or reschedulable;
• A fare difference and administrative fee may apply to rescheduled bookings; and
• Passengers who fail to attend check-in or boarding without prior notice will be classified as no-shows.

All approved refunds may be subject to administrative and transaction fees.

Passenger Information and Travel Documents

Passengers are responsible for carrying valid identification and any documents required to travel.

International passengers must ensure that their passports, visas, permits, and immigration documents are valid. Rayfish.id is not responsible if a passenger is refused boarding, entry, or travel due to incomplete, invalid, damaged, or expired documentation.

Parents or guardians are responsible for ensuring that children travelling with them have the required identification and permissions.

Children and Infants

Children and infants must be accompanied by a responsible adult.

Ticket prices, minimum age requirements, and seating arrangements for infants and children may vary according to the booking category and operational policy.

Parents or guardians remain fully responsible for the safety, supervision, and behaviour of children throughout the journey.

Pregnancy and Medical Conditions

Fast boat travel may involve waves, vibration, sudden vessel movement, wet boarding areas, and changing sea conditions.

Passengers who are pregnant, elderly, recently undergone surgery, or have heart conditions, spinal conditions, mobility limitations, severe motion sickness, or other medical concerns should consult a qualified medical professional before travelling.

Passengers must inform Rayfish.id before departure if they require special assistance or have a condition that may affect their ability to board or travel safely.

Rayfish.id may refuse boarding where the captain or authorised staff reasonably determines that travel may pose a serious risk to the passenger, other passengers, the crew, or vessel operations.

Passengers with Reduced Mobility

Passengers requiring mobility assistance must notify Rayfish.id before completing their booking.

Due to harbour infrastructure, tides, boarding methods, vessel design, and sea conditions, certain services may not be fully accessible to passengers with reduced mobility.

Rayfish.id will make reasonable efforts to provide assistance but cannot guarantee accessibility at every port or under all operating conditions.

Baggage Allowance

Each passenger may carry baggage up to the allowance stated in the ticket or booking confirmation.

Baggage exceeding the permitted size, weight, or quantity may be subject to additional fees or refused for transportation where it may affect passenger safety, vessel capacity, or operations.

Passengers must ensure that their baggage is:

• Properly packed and securely closed;
• Clearly marked with the passenger’s name and contact details;
• Suitable for marine transportation; and
• Free from prohibited or dangerous items.

Rayfish.id may assist with baggage handling; however, passengers remain responsible for securing valuable and fragile belongings.

Valuable, Fragile, and Personal Items

Passengers should keep important personal belongings with them, including:

• Cash;
• Passports and identification documents;
• Jewellery;
• Electronic devices;
• Medication;
• Travel documents;
• Cameras; and
• Other valuable or fragile items.

Such items should not be placed inside checked or stored baggage.

Rayfish.id shall not be responsible for normal wear, scratches, dents, water exposure, damaged wheels or handles, overpacked baggage, fragile items, or valuables placed in stored baggage, except where liability is required under applicable law.

Any baggage issue must be reported to Rayfish.id staff immediately upon arrival and before leaving the port area.

Prohibited Items

Passengers must not bring any item that may endanger the vessel, passengers, crew, environment, or port facilities.

Prohibited items may include:

• Explosives and fireworks;
• Flammable liquids or gases;
• Illegal drugs or substances;
• Weapons and sharp objects without lawful justification;
• Toxic, corrosive, or hazardous chemicals;
• Live animals without prior written approval;
• Unauthorised fuel containers;
• Items prohibited by Indonesian law or port regulations; and
• Any item considered unsafe by the captain or authorised staff.

Rayfish.id reserves the right to inspect or refuse baggage where there are reasonable safety or security concerns.

Passenger Conduct

Passengers must behave respectfully and must not interfere with vessel operations, crew duties, or the safety and comfort of other passengers.

The following conduct is prohibited:

• Threatening, abusive, or violent behaviour;
• Harassment of passengers or crew;
• Smoking outside designated areas;
• Possession or use of illegal substances;
• Excessive intoxication;
• Damaging the vessel or port facilities;
• Ignoring safety instructions;
• Standing or moving into restricted areas; and
• Any conduct that creates a safety or security risk.

Rayfish.id may refuse boarding or remove a passenger from the service where the passenger’s conduct is considered unsafe, unlawful, disruptive, or inappropriate. No refund will be provided where service is refused due to the passenger’s misconduct.

Passengers may be held responsible for losses or damage caused by their actions.

Safety Instructions

Passengers must comply with all safety announcements and instructions issued by the captain and crew.

Life jackets and other safety equipment must only be used or removed as instructed. Passengers must remain seated when requested and must not enter crew-only or restricted areas.

The vessel captain has final authority regarding all safety and operational decisions during the journey.

Porter and Passenger Assistance Services

Rayfish.id may provide porter assistance, passenger name tags, harbour guidance, and escort services as part of selected ticket packages.

These services are intended to support passenger convenience but remain subject to:

• Staff availability;
• Harbour access rules;
• Passenger punctuality;
• Port congestion;
• Weather conditions; and
• Other operational restrictions.

Passengers must remain attentive to instructions and maintain responsibility for their personal documents, valuables, and travel arrangements.

Connecting Transportation and Third-Party Services

Rayfish.id may provide information about or assist passengers in arranging third-party services, including hotel transfers, private vehicles, tours, accommodation, or other travel services.

Unless expressly stated otherwise, these services are provided by independent third parties. Rayfish.id does not control and is not responsible for the acts, omissions, schedules, service quality, or policies of those third-party providers.

Passengers should allow sufficient time between the scheduled boat arrival and any connecting flight, tour, vehicle transfer, or other reservation.

Weather and Sea Conditions

Sea transportation is affected by weather, waves, tides, currents, visibility, harbour conditions, and government safety instructions.

Rayfish.id may delay, modify, or cancel a departure where conditions are considered unsafe or unsuitable for operation.

Passengers acknowledge that vessel movement may occur during the journey. Passengers prone to motion sickness are advised to prepare suitable medication after consulting a healthcare professional.

Force Majeure

Rayfish.id shall not be liable for delays, cancellations, service interruptions, or losses caused by events beyond our reasonable control.

Such events may include:

• Extreme weather or unsafe sea conditions;
• Natural disasters;
• Earthquakes, volcanic activity, or tsunamis;
• Government or harbour restrictions;
• Port closures;
• Strikes or industrial action;
• Public health emergencies;
• War, civil disturbance, or terrorism;
• Mechanical emergencies that could not reasonably have been prevented;
• Failures of public infrastructure or communication systems; and
• Other events classified as force majeure under applicable law.

In such circumstances, Rayfish.id will make reasonable efforts to provide alternative arrangements, rescheduling, travel credit, or another appropriate solution, subject to availability and operational feasibility.

Limitation of Liability

Rayfish.id is committed to operating its services with reasonable care and in accordance with applicable safety and operational requirements.

To the maximum extent permitted by law, Rayfish.id shall not be responsible for:

• Indirect, incidental, or consequential losses;
• Missed flights, tours, hotel reservations, or onward transportation;
• Losses caused by inaccurate passenger information;
• Losses caused by passenger negligence or failure to follow instructions;
• Damage to improperly packed baggage;
• Events beyond our reasonable control; or
• Acts or omissions of independent third-party providers.

Nothing in these Terms and Conditions excludes or limits any liability that cannot legally be excluded under applicable Indonesian law.

Website Information

Rayfish.id makes reasonable efforts to ensure that information displayed on its website and official communication channels is accurate.

However, photographs, vessel illustrations, schedules, travel times, facilities, and service descriptions may be provided for general reference and may change without prior notice.

Temporary errors, technical issues, or outdated information may occasionally occur. The information stated in the passenger’s confirmed booking will take priority over general promotional information where there is a discrepancy.

Intellectual Property

All website content, including text, photographs, graphics, logos, icons, videos, designs, trademarks, and other materials, is owned by or licensed to Rayfish.id unless otherwise stated.

This content may not be copied, reproduced, modified, distributed, published, or used for commercial purposes without prior written permission from Rayfish.id.

Photography and Promotional Content

Rayfish.id may take general photographs or videos during trips, boarding activities, events, or promotional programmes.

Where required, passenger consent will be obtained before identifiable images are used for commercial promotional purposes.

Passengers who do not wish to appear in promotional content should inform our staff before departure or contact us through our official communication channels.

Personal Data

Rayfish.id may collect and process passenger information for booking administration, payment verification, customer communication, safety, service delivery, legal compliance, and other legitimate operational purposes.

The collection and use of personal information will be further explained in our Kebijakan Privasi.

Passengers are responsible for obtaining permission before submitting another person’s personal information to Rayfish.id.

Complaints and Customer Support

Questions, complaints, baggage reports, or service-related concerns should be submitted through our official customer service channels.

Please provide:

• Passenger name;
• Booking number;
• Travel date and route;
• Contact information;
• A clear description of the issue; and
• Supporting photographs or documents, where relevant.

We recommend submitting complaints as soon as possible so that the matter can be reviewed effectively.

Changes to These Terms

Rayfish.id may revise these Terms and Conditions from time to time to reflect changes in our services, operating procedures, commercial policies, or legal obligations.

The updated version will be published on this page with the latest revision date. Terms applicable to a confirmed booking will generally be those communicated or published when the booking was made, unless a change is required by law or a competent authority.

Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia.

Any dispute should first be resolved through good-faith discussion between the passenger and Rayfish.id. Where an agreement cannot be reached, the dispute may be referred to the appropriate dispute resolution body or court with jurisdiction under applicable Indonesian law.

Contact Us

For bookings, questions, cancellations, rescheduling requests, or complaints, please contact:

Rayfish.id

Address: Jl. Matahari Terbit, Sanur Kaja, Denpasar Selatan, Kota Denpasar, Bali 80227
Sanur Harbour
WhatsApp / Call Center: +62 823-3961-6768
Email: hello@rayfish.id
Website: www.rayfish.id

By completing a booking or using Rayfish.id services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.