Answers Before You Book
We grouped the questions we hear most — safety requirements, booking flow, gear sizing, and cancellation — so you can confirm every detail privately before committing.
Do I need prior riding experience?
Each tour lists an explicit experience tier — beginner, intermediate, or advanced. Beginner routes require only basic bicycle coordination; intermediate requires prior off-road motorcycle time; advanced requires documented trail riding. We confirm your tier at booking, not at the meeting point.
What safety gear is provided?
Full-face helmet, chest protector, knee guards, gloves, and jersey are included in every package. Boots are available in sizes 38–46 — we ask for your size at booking so the correct pair is staged before you arrive.
Are guides certified?
All guides hold current first-aid certification and have a minimum of three years leading off-road tours on the specific terrain you will ride. Each group rides with one lead guide and one sweep rider — no one gets left behind.
Why do you collect height, weight, and sizing?
Ill-fitting gear causes injury — not aesthetics. Seat height is matched to your inseam so you can put a foot down on technical terrain. Jersey and boot sizing is collected before your slot is confirmed, not on the day.
How do I choose the right bike?
The Bike Fleet page lists seat height, engine capacity, and terrain suitability for each model — KTM EXC 250, GasGas EX 250F, and Yamaha WR155R. We recommend based on your inseam and experience tier; you make the final call.
Why is the group capped at 12 riders?
Twelve is the maximum a single lead-and-sweep guide pair can manage safely on narrow volcanic trails. Larger groups create spacing gaps that remove the sweep rider's line of sight — we will not take that trade.
What payment methods are accepted?
We accept Midtrans, Xendit, bank transfer, and QRIS. Your slot is not held until payment is confirmed. An invoice and WhatsApp confirmation are sent automatically within minutes of a successful transaction.
What is the cancellation policy?
Cancellations made 7 or more days before the tour date receive a full refund. Cancellations within 3–6 days receive a 50% refund or full credit toward a rebooked date. Inside 48 hours, no refund is issued but a rebook credit applies.
What happens if weather makes a route unsafe?
If our guides assess the route as unsafe on the morning of the tour, we offer a full reschedule at no cost or a full refund. We do not run routes where mud or flooding removes our safety margin — the call is the lead guide's, not negotiable.
Can I rebook to a different tour package?
Yes — rebook credits apply to any available package. If the new package costs more, you pay the difference. If it costs less, the remainder stays as credit for a future tour. Credits are valid for 12 months.
Still have a question?
Our team responds via WhatsApp within the hour during operating hours. Reach us directly — no forms, no queues.