We want every client to feel comfortable about what they are paying for. This policy sets out clearly which parts of your payment can be refunded and at what point that changes. We believe in being upfront, so please read it before you commit, and ask us if anything is unclear.
Service fees and government fees
Your total cost is made up of two distinct parts. The first is our agency service fee, which covers eligibility checks, document preparation, licensed filing and case tracking. The second is the official government fee, which is paid to the Indonesian authorities for the visa itself. These are always treated separately, and they are refundable on different terms.
Before filing begins
If you cancel before we have started preparing your application and before any government fee has been paid, our service fee is refundable in full, less any payment-processing charges already incurred. At this stage no work has been committed on your behalf, so there is nothing to deduct beyond those external costs.
Once work has begun
If we have already begun preparing or reviewing your documents, a portion of the service fee reflecting the work completed is non-refundable. We will always tell you honestly how far along we are so you can make an informed decision.
Once government fees are paid or filing has started
Government fees are non-refundable once they have been paid to the authorities, as we cannot recover them on your behalf. Likewise, our service fee becomes non-refundable once your application has been formally lodged, because the service you engaged us for has been delivered. A visa being declined by immigration does not entitle you to a refund of fees already paid to the government, though we will advise on your options.
How refunds are processed
Approved refunds are returned to the original payment method wherever possible. We aim to process them promptly once the refundable amount is confirmed; the time it takes to reach you depends on your bank or payment provider. To request a refund, contact us with your case details and we will review it against this policy.