Terms &
Conditions.

These Terms & Conditions apply to bookings made through Mentawai Connect. They should be legally reviewed before final public launch.

1. Mentawai Connect transfers

Mentawai Connect coordinates shared boat transfers between passengers travelling to and from the Mentawai Islands and independent third-party boat operators.

A departure may initially be shown as FORMING or COLLECTING. This means that passengers are being gathered for the transfer and the departure is not yet guaranteed.

A departure becomes CONFIRMED once the required passenger numbers and operational requirements have been reached. All departures remain subject to weather, sea conditions, vessel availability, captain approval and any required maritime or port clearance.

2. Pricing

Published prices are per passenger, one way, unless otherwise stated.

Children under 2 years old travel free of charge. Children aged 2 to 5 years receive a 50% discount on the standard passenger fare. From 6 years old, the full passenger fare applies.

Each paying passenger may bring one surfboard bag and one piece of luggage as part of the standard fare.

Additional or oversized luggage, surfboard bags or other equipment must be communicated to Mentawai Connect in advance and may be subject to availability and an additional charge.

Online payments processed through our payment provider are subject to a 3.2% payment processing fee.

The applicable payment processing fee is displayed as part of the amount payable through the secure payment link.

3. Deposits and departure confirmation

For a FORMING or COLLECTING shared departure, a 30% deposit is required to reserve a seat. The deposit secures the passenger's place while Mentawai Connect coordinates demand from passengers travelling on the same route and date. If a departure is already CONFIRMED when the passenger books, the full booking amount is payable immediately.

Payment of the deposit does not guarantee that a FORMING or COLLECTING departure will operate. The departure remains pending until it is officially confirmed.

If the minimum number of passengers required to operate the transfer at the advertised price is not reached, Mentawai Connect may offer passengers the option to proceed with the transfer at a revised, higher price.

Any revised price will be communicated to the passenger in advance. The passenger is under no obligation to accept the revised price, and no additional amount will be charged without the passenger's explicit agreement.

If the passenger chooses not to proceed at the revised price, the booking will be cancelled and the 30% deposit paid will be refunded in full.

Once the departure is CONFIRMED at the advertised price, or the passenger has explicitly accepted a revised price, the remaining balance becomes payable.

Mentawai Connect will provide final confirmation, an alternative price proposal, or cancellation of a FORMING or COLLECTING departure no later than 48 hours before the scheduled departure.

If Mentawai Connect is unable to confirm the shared departure and no alternative arrangement is accepted by the passenger, the booking will be cancelled and the deposit paid will be refunded in full.

Where a refund is due under this section, Mentawai Connect will process the refund within 5–10 business days following cancellation. Refunds will be issued to the original payment method. The time required for the refunded amount to appear in the passenger's account may vary depending on the payment provider or issuing bank.

Once the deposit has been received, Mentawai Connect will keep the passenger informed about the status of the requested departure.

Payment processing fees may be non-refundable where those fees are not returned to Mentawai Connect by the payment provider.

4. Confirmed departures & remaining payment

Once a departure is confirmed, passengers who have already paid the 30% deposit will receive a secure payment link for the remaining 70% balance. Passengers making a new booking on an already CONFIRMED departure must pay the full booking amount at the time of booking.

The remaining balance must be paid within 24 hours of receiving the payment request.

The booking is considered fully confirmed only once the remaining balance has been received.

If the remaining balance is not received within this 24-hour period, Mentawai Connect reserves the right to cancel the booking and release the seat to another passenger.

If a booking is cancelled because the passenger does not complete the remaining payment within the required 24-hour period, the 30% deposit already paid is non-refundable.

5. Passenger cancellations & refunds

If a passenger chooses to cancel a booking, the following cancellation policy applies to the transfer fare paid:

• More than 7 days before departure: 90% refund of the transfer fare paid.
• Between 72 hours and 7 days before departure: 50% refund of the transfer fare paid.
• Less than 72 hours before departure: non-refundable.

Payment processing fees are excluded from the refundable transfer fare where those fees are not returned to Mentawai Connect by the payment provider.

Refund percentages apply to the eligible transfer fare already paid at the time the cancellation request is received.

Name changes or transfers of a booked seat to another passenger may be accepted where operationally possible and subject to passenger manifest, identification and boat operator requirements.

6. Cancellation by Mentawai Connect or the boat operator

If a scheduled transfer cannot operate due to vessel availability, operator cancellation, required maritime clearance not being granted or another operational reason outside the passenger's control, passengers will be entitled to a refund of the affected transfer fare paid.

Payment processing fees may be non-refundable where those fees are not returned to Mentawai Connect by the payment provider.

Mentawai Connect may also provide information about another available departure, ferry or alternative transportation. Passengers are not required to accept an alternative instead of an applicable refund.

7. Weather, sea conditions & safety

Sea transportation is dependent on weather and sea conditions. Safety takes priority over the planned schedule.

The vessel captain has final authority to delay, alter, postpone, turn back or cancel a journey where conditions are considered unsafe.

A departure may therefore be delayed, rescheduled or cancelled even after being shown as CONFIRMED.

Where a transfer is cancelled and cannot be reasonably rescheduled due to weather, sea conditions or safety concerns, the affected transfer fare paid will be refunded in accordance with these Terms.

8. Port and maritime clearance

Departures are subject to any clearance, authorization, documentation or operating requirements imposed by the relevant port and maritime authorities.

A transfer cannot depart without the required authorization, regardless of its booking or payment status.

9. Departure times & journey duration

Departure times, journey durations and estimated arrival times are indicative only.

They may change due to weather, sea state, port instructions, passenger coordination, operational requirements or other circumstances affecting maritime transportation.

10. Passenger information & passport requirements

Passengers must provide accurate information required to coordinate the transfer, including names, contact details, accommodation or camp information, passenger numbers, baggage and surfboard information where applicable.

A clear photo or copy of each passenger's passport may be required for identification and preparation of the passenger manifest.

Passenger names and identification details must match the travel documents provided.

Passengers are responsible for informing Mentawai Connect of any relevant changes before departure.

11. Check-in & no-shows

Passengers must arrive at the communicated meeting point at the requested time and with any required documents.

A passenger who does not arrive on time, does not provide the required identification or otherwise misses the scheduled transfer may be treated as a no-show.

No-shows are non-refundable.

12. Alternative transportation

Where useful, Mentawai Connect may provide passengers with information about ferries, alternative shared boats, private charters or other transportation options.

These alternatives may be operated by independent third parties. Their availability, schedules, pricing and operation are not guaranteed by Mentawai Connect unless explicitly stated otherwise.

13. Platform role & independent vessel operators

Mentawai Connect is a booking and coordination platform that connects passengers with independent third-party boat operators.

Mentawai Connect does not own or operate the vessels used for transfers and does not employ the vessel captains or crews.

Each vessel is independently owned and operated by the third-party operator assigned to the relevant departure.

The relevant vessel operator is responsible for the operation of its vessel and crew and for the licences, permits, insurance, vessel documentation and onboard safety equipment required for its operation under applicable rules.

Mentawai Connect's role is to coordinate bookings, shared passenger demand, payment administration and operational communication between passengers, accommodation providers and available boat operators.

14. Travel insurance & inherent risks

Sea travel involves inherent risks and may be affected by weather, sea conditions, delays, cancellations and other circumstances outside Mentawai Connect's reasonable control.

Passengers are strongly encouraged to hold appropriate travel insurance covering sea transportation, trip disruption, cancellation, medical expenses and emergency evacuation.

Nothing in these Terms excludes or limits any rights or liabilities that cannot legally be excluded or limited under applicable law.

15. Contact

Booking questions, cancellation requests and operational issues can be sent to Mentawai Connect via:

WhatsApp: +62 823 6023 0229
Email: mentawaiconnect@gmail.com