Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions under which refunds are issued by Indonesia eVisa (indonesiaevisa.id), a commercial visa assistance service operated by Travel Rox, Inc. By using our Service, you agree to this Refund Policy in its entirety.

We are committed to transparency and fairness. Please read this policy carefully before making a purchase so you understand your rights and our obligations regarding refunds.

2. Understanding our fee structure

Before reviewing the refund scenarios below, it is important to understand what you are paying for when you use our Service:

• Government visa fee: the mandatory fee charged by the Government of Indonesia for processing your eVOA application. This fee is collected by us on behalf of the government and remitted to the relevant Indonesian authorities.

• Service fee: our charge for application assistance, expert document review, error checking, photo validation, submission, status tracking, and dedicated customer support.

• Payment processing charges: fees charged by third-party payment providers to facilitate the transaction.

Each of these components is treated differently when it comes to refunds, as detailed below.

3. Cancellation before processing

3.1 You may cancel your visa application before we have submitted it to the Indonesian Directorate General of Immigration eVOA system.

3.2 If you cancel before processing, the following refund applies:

3.3 The 30% of the service fee retained covers administrative costs incurred in setting up your application, including initial document review and account processing.

3.4 To cancel, send an email to inq@indonesiaevisa.id with the subject line "Cancellation Request" and include your full name, application reference number, and the email address used during purchase.

3.5 Cancellation requests are processed in the order they are received. We will confirm your cancellation and refund eligibility via email.

4. Cancellation after submission

4.1 Once your application has been submitted to the Indonesian Directorate General of Immigration, cancellation is no longer possible.

4.2 No refund of any kind, including the service fee, government visa fee, or payment processing charges, will be issued after submission, because:

• The government visa fee has been remitted to the Government of Indonesia and is non-recoverable.

• Our service (application preparation, review, and submission) has been fully delivered.

4.3 We will clearly notify you before we submit your application. Once you authorise submission, this policy takes effect.

5. Visa approval: no refund

Once your visa application is approved by the Indonesian Directorate General of Immigration, no refund of any kind is applicable. The service has been successfully delivered and the government has granted your visa.

6. Duplicate payments

6.1 If you are charged more than once for the same application due to a payment error or system glitch, we will refund the duplicate amount in full.

6.2 To report a duplicate payment, email inq@indonesiaevisa.id with the subject line "Duplicate Payment" and include:

• Your full name.

• Application reference number.

• Transaction IDs or payment receipts showing both charges.

6.3 We will investigate and, upon confirmation of the duplicate charge, issue a full refund of the duplicate amount within the standard refund processing timeline.

7. System errors

7.1 If a technical error on our end (for example, a system malfunction or processing failure) prevents your application from being submitted or causes it to be submitted incorrectly, we will:

• Attempt to resolve the issue and resubmit your application at no additional cost, or

• Issue a full refund of the service fee if the issue cannot be resolved.

7.2 System errors caused by third-party services (for example, government portal downtime or payment gateway issues) are outside our control and are not covered under this provision. However, we will work with you to find a reasonable resolution.

8. Non-refundable scenarios

To avoid any confusion, the following situations are not eligible for any refund:

• Visa refusal for any reason, including refusal due to false, misleading, or incomplete information provided by the applicant.

• Change of travel plans after application submission.

• Failure to travel to Indonesia after visa approval.

• Dissatisfaction with the processing time (processing times are estimates and are controlled by the Indonesian immigration authorities).

• Failure to use an approved visa before its 90-day validity expires.

• Visa revocation or cancellation by the Indonesian Directorate General of Immigration after initial approval.

• Denial of entry at an Indonesian port of arrival, even with a valid eVOA.

• Applicant's failure to respond to requests for additional information, resulting in application rejection.

• Failure to pay the separate Bali Tourism Levy where applicable (this is not collected by us and is not part of the eVOA fee).

9. Refund processing timeline

9.1 All approved refunds will be processed within 7 to 14 business days from the date the refund is approved.

9.2 Refunds are issued to the original payment method used at the time of purchase. We do not issue refunds to alternative payment methods or accounts.

9.3 The actual time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Indonesia eVisa is not responsible for delays caused by third-party financial institutions.

9.4 You will receive an email confirmation when your refund has been processed on our end.

10. How to request a refund

All refund requests must be submitted via email to inq@indonesiaevisa.id. Please include the following information in your request:

• Subject line: clearly state the type of request (for example, "Cancellation Request" or "Duplicate Payment").

• Full name as it appears on your application.

• Application reference number.

• Email address used during purchase.

• Reason for the refund request.

• Supporting documents (for example, refusal notification or duplicate payment receipts), if applicable.

11. Disputes

11.1 If you are dissatisfied with our refund decision, you may request a review by emailing inq@indonesiaevisa.id with the subject line "Refund Dispute" and providing any additional supporting information.

11.2 We will review your dispute and respond within 10 business days.

11.3 If the matter remains unresolved, you may pursue resolution through the appropriate legal channels as outlined in our Terms of Service.

11.4 We kindly request that you contact us before initiating a chargeback with your bank or payment provider, as we are committed to resolving disputes fairly and promptly.

12. Changes to this policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Reviewed" date. The Refund Policy in effect at the time of your purchase will apply to that transaction.