Definitions
Key terms used throughout these Terms include: Booking (a confirmed reservation), Lead Guest (the primary contact responsible for the booking), Stay (the period from check-in to check-out), High Season (April–September), Shoulder Season (October–March), Full Board Experience (accommodation, meals and selected activities), Room / Villa Only (accommodation only), and Whole Villa Booking (exclusive use of the entire property).
Reservations & Booking Confirmation
Written confirmation is required via email. A booking is confirmed only when written confirmation has been issued and the deposit or payment has been received and cleared.
Guests must provide full legal names, nationalities, dates of birth, passport details, arrival and departure dates, flight and ferry details, dietary requirements, a valid email and phone number, and emergency contacts.
The villa reserves the right to refuse, cancel or amend bookings made with incorrect, incomplete or fraudulent information.
Rates & Inclusions
Rates are quoted per room or villa, per night, and vary by season. Pricing is dynamic; the confirmed rate stated in your written confirmation applies.
Full Board includes accommodation, breakfast, lunch and dinner, water dispensers, tea and local coffee, selected activities and housekeeping. Room / Villa Only includes accommodation, housekeeping and standard amenities only.
Rates exclude airfare, ferry tickets, transfers, insurance, surf and fishing charters, soft drinks, alcohol and premium drinks, laundry, personal expenses, any new taxes or charges, and tips.
Rate Lock & Price Adjustments
The rate confirmed in your written booking confirmation is fixed for that booking and is not subject to retroactive adjustment. Villa Onu does not offer price-matching, partial refunds, or credit if:
- a lower rate, discount code, or promotional offer becomes available after your booking is confirmed;
- rates change due to seasonal pricing updates, demand-based pricing, or new packages introduced after confirmation; or
- another guest, booking channel, or third-party platform (e.g., OTA) offers a lower rate for overlapping or similar dates.
This applies regardless of how far in advance the booking was made relative to when the lower rate or promotion was introduced. Promotional rates and discount codes are valid only for new bookings made within the stated promotional period and cannot be applied retroactively to existing confirmed bookings.
Conversely, if rates increase after your booking is confirmed, your confirmed rate remains unchanged and you will not be charged the difference — except where a reschedule, date change, or modification is requested by the guest, in which case Section 07 (Reschedule & Modification) applies and the rate in effect at the time of the new dates will be used.
Payment Schedule
| Timing | Requirement |
| 60+ days before arrival | 30% non-refundable deposit; 70% balance due 45 days prior |
| Less than 60 days before arrival | 100% payment at the time of booking |
Bookings are cancelled if payment deadlines are missed. Guests are responsible for all bank, gateway, currency and card fees. A credit-card processing fee of up to 3.5% may apply. Card details are not stored; third-party processors are used.
Currency & Exchange
The primary currency is the Indonesian Rupiah (IDR). All invoices and settlements are in IDR unless otherwise agreed in writing. USD, EUR and AUD conversions are approximate only, and exchange rates are updated as needed. Refunds are processed in IDR; any currency conversion losses are the guest’s responsibility.
Cancellation Policy
| Timeframe | Refund terms |
| 60+ days before arrival | 70% refundable; the 30% deposit is non-refundable but converts to a 12-month stay credit |
| 30–59 days before arrival | Non-refundable; 50% may convert to a 12-month stay credit at the villa’s discretion |
| Less than 30 days before arrival | Fully non-refundable; no refund, credit, reschedule or transfer |
The cancellation date is determined by when the written request is received relative to the confirmed arrival date. If a booking was previously rescheduled or paid with stay credit, the current arrival date applies. Early departures, unused nights, missed ferries, late arrivals and no-shows are non-refundable. Cancellation requests must be made in writing via email and are valid only when acknowledged in writing. Comprehensive travel insurance is strongly recommended.
Reschedule & Modification
Reschedule requests should be submitted 60+ days before arrival with a valid explanation. Medical or emergency reschedules within 60 days are considered at the villa’s discretion and may require hospital or doctor documentation.
Approved reschedules are valid for 12 months from the original check-in, are one-time use only, and are non-exchangeable for cash, credit or refund. If future rates are higher, the guest pays the difference; if future rates are lower or promotions apply, prior bookings are not adjusted; if the future value is lower, the remaining balance is forfeited. Name, room and date modifications are subject to availability and written approval. (See also Section 03A: Rate Lock & Price Adjustments.)
No-Show Policy
Failure to arrive without prior written notice is treated as a no-show and is fully non-refundable regardless of reason. The room may be released after 24 hours.
Check-in & Check-out
Standard check-in is 14:00 (2:00 PM) local time and check-out is 11:00 AM local time. Early check-in or late check-out is subject to availability and charges may apply. A valid passport is required, and Indonesian law requires that passport details be recorded. Failure to vacate by check-out time may incur an additional night at the prevailing rate.
Children, Extra Guests & Occupancy
Maximum occupancy is strictly limited per booking. Additional guests require prior written approval and may incur charges. Children are welcome, and parents or guardians are fully responsible for their safety, behaviour and supervision around the pool, beach, ocean, boats and activities. Child rates are communicated at booking. Cots, extra beds and additional bedding are subject to availability and charges may apply.
Minimum Stay & Group Bookings
Minimum-stay requirements may apply during peak periods, public holidays and whole-villa bookings. Group bookings (three or more rooms, or the whole villa) may require increased deposits (up to 50%), extended payment deadlines, stricter cancellation terms and a signed group contract. Specific group terms are provided in writing at quotation and supersede the general terms where they conflict.
Couples Package — Package Terms
These additional terms apply to the all-inclusive Couples Package and are read alongside the general Terms above. Where they conflict, the package terms confirmed in writing at booking apply to that booking.
Eligibility. The package rate applies exclusively to two guests sharing one room. It is not valid for single occupancy, additional guests, or in combination with other promotions or discounts.
Validity. Valid for bookings made within the promotional period stated at the time of quotation, subject to availability. Blackout dates may apply during peak season.
Long-stay discount. A 10% discount applies to stays of 14 nights or more.
Cancellation. Governed by Villa Onu’s standard cancellation policy (the 60-day non-refundable tier set out above). Cancellations made within this window forfeit the full package rate, including the 10% discount and all listed inclusions.
Amendments. Date changes are subject to availability and must be requested at least 60 days before arrival. The package cannot be split, transferred to another guest, or partially redeemed for cash.
Hotel & transfers. The Padang hotel is subject to availability; Villa Onu reserves the right to substitute a hotel of equal or higher category. Ferry and transfer schedules are fixed, and no compensation is provided for delays caused by guest late arrival.
Use of inclusions. The complimentary massage, Prosecco and villa-toy use apply once during the stay and are non-exchangeable for cash or credit if unused. The daily laundry allowance (2 pieces per day, per room) does not carry over between days.
Equipment & liability. Guests use kayaks, snorkel gear, scooters and the dinghy at their own risk. Villa Onu is not liable for injury, loss or damage arising from their use; damage caused by guest negligence may be charged separately.
Third-party facilities. HT’s Resort facilities (gym, ice bath) and dinghy access to the HT’s line-up are subject to HT’s own operating hours and availability. Villa Onu facilitates access but does not guarantee it.
Force majeure. Villa Onu is not responsible for service disruptions caused by weather, sea conditions, strikes or other events beyond its control, including ferry cancellations.
Travel insurance. Mandatory for this package. Guests must arrange cover for travel delay, baggage delay, emergency medical and dental treatment, and medical evacuation prior to arrival.
Whole Villa / Exclusive Use
The Lead Guest has exclusive use of all rooms and common areas for the booked period, and is responsible for all guests’ conduct and any damage. A signed exclusive-use agreement, a refundable security deposit, a minimum-stay requirement and a full guest list with passport details may be required prior to arrival. Events, weddings and commercial activities require prior written approval and may incur additional fees.
Travel Documents, Visas & Immigration
Guests are solely responsible for a valid passport (with 6+ months validity), any required visas, e-visas, visa-on-arrival or entry permits, and compliance with Indonesian immigration, customs, health and biosecurity regulations. The villa is not responsible for denied boarding, refused entry, deportation, visa issues or disruptions arising from incomplete or invalid documentation. No refund is given if a guest is unable to enter Indonesia or reach the Mentawai Islands due to documentation.
Travel to Mentawai & Transfers
Travel involves multiple third-party providers — airlines, ferries, speedboats, charter boats and ground transfers. The villa can assist with arrangements but does not own or operate third-party services, which are subject to their own terms and liabilities.
The villa is not responsible for delays, cancellations or disruptions caused by weather, ferry or flight schedule changes, mechanical issues, government restrictions or third-party providers. Guests are responsible for arriving on time; missed ferries, flights or transfers are non-refundable, and transfer payments booked through the villa are non-refundable.
Travel Insurance
Comprehensive travel insurance is strongly recommended and considered mandatory. Minimum coverage should include medical emergencies and hospitalisation, emergency evacuation (sea and air), trip cancellation and interruption, travel delays, surfing and ocean activities, and loss or damage to luggage and surfboards, as well as repatriation.
The villa is not responsible for medical costs, evacuation expenses, travel disruptions or losses during a stay or journey, and may request proof of insurance prior to or upon arrival.
Weather, Surf & Natural Conditions
Surf conditions, weather, tides, swell, wind, rainfall and ocean quality are entirely outside the villa’s control. While the Mentawai is renowned for world-class waves, the villa cannot guarantee wave size, quality or consistency, weather conditions, visibility for fishing or snorkelling, or access to specific breaks.
No refunds or compensation are issued for changes in surf conditions, weather, rain, wind, tidal changes or natural ocean conditions. Activities may be modified, postponed or cancelled at the discretion of staff or the boat captain for safety; alternatives are offered where possible, but no refunds are given.
Ocean Activities — Assumption of Risk
Surfing, fishing, spearfishing, snorkelling, freediving and boating involve inherent and serious risks, including coral reefs and shallow water, strong currents and changing tides, marine life, sudden weather or ocean changes, equipment failure and collisions.
Guests participate entirely at their own risk and are responsible for their own safety and physical condition, and must follow all safety briefings and instructions from staff, captains and guides. Spearfishing, freediving and advanced reef surfing are recommended for experienced guests only, and the villa reserves the right to refuse participation where skill is insufficient.
To the maximum extent permitted by law, Villa Onu and its team accept no liability for accidents, injuries, illness, death, loss or damage suffered during any activity. Guests acknowledge that medical facilities in the Mentawai Islands are limited and that emergency evacuation may take significant time.
Equipment Use
Villa-provided equipment (soft boards, snorkel gear, kayaks, paddleboards and fishing gear) must be used responsibly and in line with staff instructions. Equipment should be checked before use and any defects reported immediately. Lost, damaged or excessively misused equipment is charged at replacement or repair cost; normal wear and tear is excluded. Guests’ personal boards and equipment remain their own responsibility.
Health, Medical & Safety
Pre-existing conditions, allergies, dietary restrictions and special needs must be disclosed in writing at the time of booking. The Mentawai is a remote tropical destination where mosquito-borne diseases, marine hazards and tropical illnesses are present; guests should consult a physician regarding vaccinations. There is no on-site doctor and the nearest facilities are limited; serious cases may require boat or air evacuation. The villa provides reasonable assistance coordinating emergency transport, but all costs are the guest’s responsibility.
Food, Beverage & Dietary Requirements
The villa makes reasonable efforts to accommodate dietary requirements, allergies and preferences communicated in advance. The remote location may limit ingredient availability and require substitutions. Severe allergies must be disclosed in writing prior to arrival and discussed with kitchen staff on arrival; the villa cannot guarantee a fully allergen-free environment. Outside food and beverages may not be brought in without prior approval, and corkage fees may apply.
House Rules & Guest Conduct
Guests are expected to respect the villa property, staff and contractors, local communities and customs, other guests, and ocean and activity safety guidelines. The villa reserves the right to limit, suspend or terminate an activity, service or stay where behaviour creates a safety risk, causes excessive disturbance, damages property, is abusive or disrespectful, or violates Indonesian law. Termination for misconduct is without refund.
Smoking, Alcohol & Drugs
Smoking is not permitted inside rooms or indoor common areas — designated outdoor areas only — and a cleaning fee applies for smoking in non-designated areas. Alcohol is permitted for legal-age guests; heavily intoxicated guests may be refused service, boating or ocean activities, or facility access.
The use, possession or distribution of illegal drugs is strictly prohibited. Indonesia enforces severe penalties, including imprisonment and the death penalty. Violators are reported to the authorities, immediately removed without refund, and fully liable for the consequences.
Noise & Quiet Hours
Quiet hours are 22:00 to 07:00. Excessive noise, parties and loud music are prohibited without prior written approval.
Pets
Pets are not permitted, except certified service animals (as required by law) notified in writing before booking.
Property Damage & Security Deposit
Guests are financially responsible for loss, theft or damage to rooms, furniture and fittings, recreational equipment, boats and operational equipment, and villa facilities and common areas. Repair or replacement costs are charged to the Lead Guest or the card on file. Whole-villa, group or extended-stay bookings may require a refundable security deposit, refunded within 14 days of check-out, less deductions for damages, losses, unpaid charges or bank fees.
Lost & Found
Items are stored for a maximum of 30 days from check-out. The villa makes reasonable efforts to contact the guest and arrange return, with all return shipping costs the guest’s responsibility. Unclaimed items after 30 days may be donated or disposed of. The villa accepts no liability for loss of personal belongings, and guests are encouraged to use the in-room safes.
Privacy & Data Protection
The villa collects, stores and processes personal information to process reservations, comply with Indonesian legal requirements, communicate with guests, and (with consent) for marketing. Information is handled in line with the villa’s Privacy Policy and applicable Indonesian data-protection laws, and is not sold to third parties.
Photography & Marketing
The villa may photograph or film the property, activities and common areas for marketing and promotion. Guests who do not wish to appear should notify staff in writing on arrival, and reasonable efforts are made to respect this preference. Commercial photography, filming or drone use by guests requires prior written approval.
Wi-Fi & Internet
Wi-Fi is provided where available, but the remote location means speed, stability and availability cannot be guaranteed. Wi-Fi disruptions are not grounds for a refund or compensation. Guests are responsible for their own internet usage and agree not to use it for illegal activities or excessive bandwidth.
Third-Party Services
The villa may arrange or recommend third-party services such as charters, fishing, tours, spa and external dining. All are provided by independent operators subject to their own terms and conditions. The villa acts only as a booking facilitator and accepts no liability for the conduct, performance, safety or quality of third-party providers.
Force Majeure
The villa is not liable for failures or delays caused by events beyond its reasonable control, including natural disasters (earthquake, tsunami, volcanic eruption, cyclone, flooding), extreme weather, fire, pandemics, war, terrorism, civil unrest, government restrictions, transport disruptions, and power or communication outages.
In such events the villa uses reasonable efforts to communicate promptly, offer to reschedule within 12 months (subject to availability), and reduce or waive change fees where reasonably possible. Force majeure events do not automatically entitle guests to a refund; travel insurance is strongly encouraged.
Limitation of Liability
To the maximum extent permitted by applicable law, Villa Onu Mentawai, Mentawai Villas, PT. Ombak Nusa Mandala and their respective shareholders, owners, directors, managers, employees, contractors and agents are not liable for personal injury, illness or death; loss, theft or damage to personal property (including surfboards and luggage); accidents during activities or excursions; disruptions caused by third-party providers; indirect, incidental, consequential or punitive damages; or loss of enjoyment, holiday or earnings.
The villa’s total aggregate liability shall not exceed the total amount paid by the guest for the booking. Nothing excludes or limits liability that cannot be excluded or limited under applicable Indonesian law.
Indemnification
The Lead Guest indemnifies and holds harmless Villa Onu, Mentawai Villas, PT. Ombak Nusa Mandala and their respective shareholders, owners, directors, employees, contractors and agents from claims, damages, losses, liabilities and expenses (including reasonable legal fees) arising from a breach of these Terms, negligent, reckless or unlawful acts, or property damage caused by the guest or their party.
Complaints & Dispute Resolution
Guests should raise concerns with the on-site manager during their stay so they can be addressed promptly; complaints raised after departure significantly limit the villa’s ability to investigate and resolve them. Unresolved disputes are addressed through good-faith negotiation and, if still unresolved, referred to mediation in Indonesia prior to any formal legal proceedings.
Governing Law & Jurisdiction
These Terms are governed by and construed in accordance with the laws of the Republic of Indonesia, and disputes are subject to the exclusive jurisdiction of the Indonesian courts.
Severability
If any provision is found invalid, unlawful or unenforceable, that provision is severed and the remaining provisions continue in full force and effect.
Amendments
The villa reserves the right to amend, update or replace these Terms at any time without prior notice. The Terms in effect at the time of booking confirmation apply to that booking, and continued use constitutes acceptance of the latest version.
Acceptance of Terms
By confirming a reservation, paying a deposit or full payment, checking in, or using villa services, the guest acknowledges having read these Terms in full, understanding their contents, and agreeing to be bound by them on behalf of themselves and all members of their party.
Last updated June 2026 — pending update for Section 3A addition. These Terms are provided in good faith and are subject to final legal review; the version in effect at the time of your booking confirmation applies to that booking.
