Prices and confirmation
All prices, orders and payments are in Indonesian rupiah (IDR), in both languages. Your card issuer may convert IDR into your card currency. These terms apply to optional guest services from Le Ciel Hospitality, PT Langit Biru Luxindo. Airport transfers are open to the public. Cleaning and other stay services are for guests of Le Ciel managed properties. Confirm pickup/destination addresses or property/unit, availability, service date and final total before payment. A property booking reference is only required if you are staying with Le Ciel. A service is confirmed when Le Ciel sends written confirmation.
Cancellation and changes
Once a service is confirmed, a change of mind does not entitle the guest to cancellation, a refund or a credit. This applies to cleaning, linen refresh, amenities, rentals and laundry. Changes can only be made with Le Ciel’s written agreement and subject to availability. These conditions do not remove mandatory consumer rights or remedies for services not supplied, incorrect charges, defective goods or loss/damage caused by negligence.
Airport transfers — all current and future destinations
The same cancellation rules apply to Surabaya (SUB), Jakarta (CGK/HLP), Bali (DPS) and any future airport route. Within three days (72 hours) before the confirmed pickup time, voluntary cancellation or rescheduling is not accepted. Time is calculated at the pickup location: WIB (UTC+7) for Surabaya/Jakarta, WITA (UTC+8) for Bali, and the applicable local time for future destinations. Requests made earlier remain subject to the non-cancellation rule after confirmation and any written exception agreed before payment.
Airport route boundaries
A standard transfer is one journey between the airport and one confirmed hotel, home or destination address, for Le Ciel guests and other customers, without additional stops. Surabaya: Juanda Airport (SUB), including its airport access in Sidoarjo, to an address within Kota Surabaya. Other parts of Sidoarjo and Gresik are outside the standard zone. Jakarta: Soekarno–Hatta (CGK) or Halim Perdanakusuma (HLP) to an address within mainland DKI Jakarta; the CGK airport endpoint in Tangerang is included. Other Tangerang destinations, Bekasi, Depok, Bogor and the Thousand Islands are outside the standard zone. Bali: Ngurah Rai (DPS) to an address within Kota Denpasar or Kabupaten Badung. Other regencies are outside the standard zone. Outskirts, intercity routes and future destinations require a separate written quote. City boundaries alone do not guarantee service: Le Ciel confirms the exact pickup and destination addresses, road route and total before payment. No unlimited-distance or island-wide coverage is promised.
Airport pickup and waiting
Provide the terminal, flight number, passenger count, luggage and a reachable phone number. Tell us immediately about flight delays or cancellations. Existing Surabaya waiting allowances are 60 minutes for domestic arrivals, 90 minutes for international arrivals and 30 minutes for pickup to the airport. The written confirmation must state when waiting starts and the applicable waiting allowance for Jakarta, Bali and HiAce. Additional waiting, stops, luggage or changed destinations require an agreed charge. Driver contact and meeting point are supplied before pickup. If Le Ciel cannot provide a confirmed transfer and no suitable alternative is accepted, the unprovided transfer is refunded.
Cleaning and linen refresh
General cleaning includes sweeping, mopping, dusting and bodywash/shampoo refills. Linen and towel replacement is a separate package. Prices are per cleaning visit, per bedroom for linen refresh and per bathroom for toiletries refill. Confirm access to your unit; put away valuables and fragile items. Deep cleaning, specialist stain removal and work outside the package need a separate quote. Report missed tasks promptly so the team can check and correct them.
Delivery — all Le Ciel managed properties
The standard delivery charge is IDR 35,000 per delivery to a confirmed Le Ciel managed property in a serviced city/regency, including Surabaya, Jakarta and Bali. Items delivered together incur one charge, not one charge per item. A separate delivery trip incurs another delivery charge. Standard delivery is local to the city/regency of the managed property and is confirmed before payment; it does not cover intercity courier journeys, crossings or an unconfirmed address. Such journeys require a separate quote agreed in advance. Cleaning and airport transfers do not incur an item-delivery fee. Service hours are 08:00–21:00 in the property’s local time. Delivery is estimated at 45–70 minutes after dispatch is confirmed, subject to traffic, access and availability; reserve the time in advance.
Amenities and rentals
Product photos are generic illustrations and do not promise a particular brand, colour, design or model. The supplied items follow the type, quantity and size in the product description and the team’s written confirmation. Stock, size and delivery time must be confirmed. Equipment and linen rental is charged once per stay, except air mattresses per night. Agree the return arrangements with the team. A substitute item requires the guest’s agreement. Report wrong, missing, defective or damaged items promptly. Le Ciel will check and arrange a suitable replacement, correction or refund. Any guest charge for loss or damage must be explained and supported; normal wear is assessed separately.
Laundry by weight
Laundry is for ordinary, non-delicate machine-washable clothing only. Minimum 1 kg (approximately 2.2 lb); billing is based on kilograms, and pounds are an approximate reference. Empty all pockets and separate unsuitable items before collection. Silk, wool, leather, embellished garments, dry-clean-only items, fragile fabrics and high-value clothing requiring specialist care are not accepted for this kilogram service. Tell us about stains and care-label instructions. The team checks weight and the final charge before washing; any difference from the amount paid must be agreed first. Estimated completion is one day; confirm return time before collection. Complete stain removal is not guaranteed.
Laundry loss or damage
Report any missing or damaged garment promptly with the order reference and available photographs. Le Ciel will investigate the item count, handling and care instructions. Where loss or damage is attributable to Le Ciel or its appointed laundry provider, a remedy is agreed based on the proven loss and applicable consumer rights, such as repair, replacement with an equivalent item or appropriate compensation. One agreed settlement is made for each affected item/claim; this is not an automatic cap of one laundry fee and does not exclude responsibility for negligence. No arbitrary compensation multiple or blanket liability waiver applies.
Refund handling and acceptance
If a paid service cannot be provided, goods are not as agreed, a payment is duplicated or a charge is incorrect, contact Le Ciel for investigation and the appropriate remedy. Approved refunds are returned to the original payment method where supported; processing time depends on DOKU and the issuing bank. Any alternative refund method is agreed with the guest. No undisclosed deduction is taken from a promised full refund. Before placing an order, the guest must actively tick the checkbox confirming that they have read and accepted these terms. A checkbox does not waive non-excludable consumer rights.
WhatsApp: +62 818-0345-7000
Email: contact@lecielboutique.com