Refund & Cancellation Policy

Last updated: 26 March 2026

At IndoEvisa (www.indoevisa.com), we genuinely want every client to feel confident about working with us. We understand that plans change, circumstances shift, and sometimes things don’t go the way you hoped. This policy is designed to be straightforward and fair — no hidden conditions, no surprises.

Please read this carefully before proceeding. If you have any questions at all, our team is happy to help before you commit.

1. What This Policy Covers

Service Fees: This policy applies to Professional Service Fees paid to PT SABAVIA GLOBAL TECH (IndoEvisa) for visa facilitation and administrative services.

Government & Third-Party Fees: Any government fees, consular fees, state revenue charges (PNBP), taxes, levies, or courier charges that have already been paid or committed on your behalf are strictly non-refundable. These are paid directly to government authorities and are entirely outside our control — we do not retain them.

How to Request: All refund requests must be submitted in writing via email to support@indoevisa.com. This ensures every request is handled properly and you have a clear record.

2. Refund Tiers — Depending on Where Your Application Is

We know it can be frustrating to need to cancel. Our refund tiers are designed to be fair to you while honestly reflecting the work our team has already performed on your behalf.

Cancellation Stage

Refund Amount

What This Means for You

Pre-Commencement (Before we begin work)

90% of Service Fee (net of admin & bank charges)

We haven’t started yet — you get most of your money back. The small deduction covers payment processing costs we have already incurred.

Active Processing (Drafting / data entry in progress)

Up to 50% of Service Fee (based on work completed)

Work is underway. A partial refund reflects the effort our team has already invested. We will tell you exactly how this is calculated.

Post-Submission (Submitted to government / visa issued)

0% (Non-Refundable)

The service has been fully performed on your behalf. At this stage, a refund is not available.

A note on rejections — we stand behind our work:

1. Our error: If your application is rejected due to a technical or administrative mistake directly attributable to us, we will reprocess your application at absolutely no additional cost to you.
2. Client-provided information: If rejection occurs because of inaccurate or incomplete information provided by you, or due to sudden changes in government regulations beyond our control, we are unfortunately unable to issue a refund. We always recommend carefully reviewing all details before submission.

3. When Refunds Are Not Available

We want to be upfront about the situations where we are unable to process a refund, regardless of the stage of service:

1. Fraudulent or invalid documents: Submission of forged, manipulated, or invalid documents voids any refund entitlement.
2. Non-cooperation: If we have requested additional documents or information and you have not responded within the required timeframe, causing delays or rejection, a refund cannot be issued.
3. Force majeure: Service interruptions caused by sudden changes in government immigration regulations, natural disasters, system outages, or events entirely beyond our control do not entitle you to a refund. We will always communicate with you as promptly as possible if such situations arise.
4. Post-submission cancellation: Once your application has been submitted to the relevant government authority or system, the service has been fully performed and no refund is available.

4. How to Request a Refund — Three Simple Steps

We have made this as easy as possible. Here is all you need to do:

• Submit your request. Email us at support@indoevisa.com with the subject line:

REFUND REQUEST – [Your Full Name] – [Service Type]

Please attach your original proof of payment and a brief explanation of why you are cancelling. That is all we need.

• We acknowledge and review. We will acknowledge your request within 2 working days of receipt. Our team will then assess eligibility and confirm the outcome within 7 working days. We may reach out if we need any clarification.
• Refund is processed. Once approved, your refund will be disbursed within 14 working days of approval. We will notify you as soon as the transfer has been initiated.

Bank Transfer Details Required for Approved Refunds

To process your refund without delay, please provide the following when requested:

1. Invoice Number & Passport Number
2. Account Holder Full Name & Address
3. Bank Name, Account Number & SWIFT Code
4. City & Country

Important notes on refund payments:

1. Refunds are returned to the original source account only. We cannot redirect payments to a different account or third party.
2. Credit card payments: Refunds will be issued via bank transfer. Any transaction fees incurred during the original payment will be deducted from the refund amount.
3. Currency: All refunds are calculated in Indonesian Rupiah (IDR) based on the exchange rate applicable at the time the refund is processed.

5. Visa Outcomes

Visa approvals, refusals, delays, and cancellations are determined solely by the relevant government authorities. IndoEvisa has no influence over these decisions.

A visa refusal or processing delay does not automatically entitle you to a refund of service fees, as our administrative work will already have been performed. However, if a rejection was caused by an error on our part, please refer to Section 2 above — we will make it right.

6. Cancellations

You are free to request cancellation at any time. Simply email us at support@indoevisa.com. Your refund eligibility will be assessed according to the stage of service delivery as set out in Section 2 of this policy.

We will always respond to cancellation requests promptly and handle every situation with care and fairness.

7. Payment Disputes & Chargebacks

If you have any concern about a payment, please contact us first at support@indoevisa.com. We genuinely want to resolve any issue directly and quickly — without the need for formal disputes.

Nothing in this policy prevents you from exercising any rights available to you under applicable consumer protection laws or through your payment provider.

We reserve the right to provide documentation of services performed in response to any chargeback or payment dispute.

8. Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including rights relating to refunds or cancellations. If you are a consumer in a jurisdiction with mandatory consumer rights, those rights remain fully intact.

9. This Policy Forms Part of Our Terms and Conditions

This Refund & Cancellation Policy is an integral part of our Terms and Conditions. In the event of any inconsistency between this policy and the Terms and Conditions, the Terms and Conditions shall prevail.

We appreciate you choosing IndoEvisa. Our goal is always to make your visa journey as smooth and stress-free as possible. If you ever have questions about this policy or your specific situation, please don’t hesitate to reach out — we are here to help.

Contact us: support@indoevisa.com

PT SABAVIA GLOBAL TECH (doing business as IndoEvisa)

Website: www.indoevisa.com

Jl. Cikini IV No. 10, Samofis Un