Legal
Refund Policy
Circumstances change. This policy sets out, clearly and fairly, when we refund our service fee.
80% before submission · 0% after
01
Our service commitment
We are a consulting and facilitation service. Our fee covers expert advice, document review, form completion, liaison with the authorities and diligent processing. The final decision rests solely with Indonesian immigration — we do not guarantee approval.
02
Before government submission: 80% refund
Cancel before your application is officially lodged and we refund 80% of the service fee.
The 20% retained covers administration, consultation, document review, preliminary preparation, communication and payment processing. An application counts as submitted once lodged with the Indonesian immigration department, usually with an official reference or acknowledgement.
03
After government submission: no refund
Once submitted, no service fee is refunded. Submission completes our core service, whatever the outcome — the process then rests with the immigration department.
04
Exclusions
No refund is issued in these cases:
- Rejection by immigration: for reasons not caused by our error — such as false or incomplete information, a criminal record or adverse immigration history, policy changes after submission, or unmet financial, health or character requirements
- Withdrawal after submission: treated as 'after government submission'
- Immigration delays: processing times are beyond our control
05
Refund timeline
Approved refunds take up to 30 business days to reach your account, allowing for verification, reconciliation and bank processing.
06
How to request a refund
Email [email protected] with the subject "Refund Request – [Full Name] – [Application ID]". Include your contact details, the service purchased, your application reference and the reason for your request.
07
Important considerations
- Refunds go to the original payment method
- Bank charges and exchange-rate differences are the client's responsibility
- This policy may change without notice; the current version is always on our website
08
Contact
Email [email protected] or WhatsApp +62 811-2859-0000.
Questions?
Ask us about this refund policy
Email [email protected] or message our visa desk on WhatsApp.