Terms of Service

1. Introduction

Welcome to Indonesia eVisa. These Terms of Service ("Terms") govern your access to and use of the website located at indonesiaevisa.id (the "Website") and all related visa assistance services (the "Service") operated by Travel Rox, Inc., a company registered in the State of New York, USA ("Company", "we", "us", or "our").

By accessing the Website or using our Service, you ("User", "you", or "your") agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our Website or Service.

Please read these Terms carefully before submitting any visa application through our platform.

2. About our service

Indonesia eVisa is a commercial visa assistance service that helps travellers apply for the Indonesia Electronic Visa on Arrival (eVOA). Our Service includes application preparation, expert document review, error checking, photo validation, application submission, real-time status tracking, and dedicated customer support.

3. Eligibility to use our service

3.1 General eligibility: Our Service is available to nationals of countries eligible for the Indonesia eVOA programme as determined by the Government of Indonesia. The current eligible list includes 86 nationalities. Eligibility information on our Website is based on publicly available government data and may change without notice.

3.2 Age requirement: You must be at least 18 years of age to use our Service independently and enter into these Terms. Parents or legal guardians may submit visa applications on behalf of minors (persons under 18 years of age). By submitting an application for a minor, the parent or legal guardian accepts these Terms on behalf of the minor and assumes full responsibility for the accuracy of all information provided.

3.3 Account responsibility: You are responsible for maintaining the confidentiality of any account credentials associated with your use of our Service and for all activities that occur under your account.

4. Services provided

Our Service includes, but is not limited to:

4.1 Application assistance: We guide you through the Indonesia eVOA application process, helping you complete the required forms accurately and in accordance with government requirements.

4.2 Expert document review: Our visa specialists review your application and supporting documents (passport, photo, hotel booking, return flights) for completeness, accuracy, and compliance before submission to the Indonesian Directorate General of Immigration.

4.3 Application submission: We submit your completed application to the Indonesian eVOA system on your behalf.

4.4 Status tracking: We provide real-time updates on the status of your visa application.

4.5 Customer support: We offer dedicated support via email and WhatsApp to answer questions and resolve issues throughout the application process.

5. Fees and payment

5.1 Pricing structure: The total price displayed at checkout includes:

• Government visa fee: the mandatory fee charged by the Government of Indonesia for eVOA processing.

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

• Payment processing charges: third-party transaction fees charged by payment processors.

The price shown at checkout is the final amount. There are no hidden fees. All pricing is in USD.

5.2 Payment: Full payment is required at the time of submitting your application through our Website. We accept the payment methods displayed on our checkout page (Visa, Mastercard, AMEX, Apple Pay, Google Pay, Discover, UnionPay). All transactions are processed in USD.

5.3 Service fee acknowledgement: By using our Service, you acknowledge and agree that the service fee is charged for professional visa assistance in addition to the government visa fee. You understand that you are paying for our assistance and support, not solely for the government visa itself.

5.4 Price changes: We reserve the right to change our pricing at any time. Price changes will not affect applications that have already been paid for.

5.5 Bali Tourism Levy: The Bali provincial tourism levy is a separate fee charged directly by the province of Bali to international visitors. It is not part of our pricing, not collected by us, and must be paid by you directly through the official Bali levy portal or at the airport on arrival.

6. Cancellation and refund policy

6.1 Cancellation before processing: You may cancel your application before we have submitted it to the Indonesian Directorate General of Immigration. In such cases, a partial refund will be issued. The refundable amount will exclude any non-recoverable costs already incurred, including payment processing fees and the government visa fee. The exact refund amount will be communicated to you at the time of cancellation.

6.2 Cancellation after submission: Once your application has been submitted to the Indonesian immigration authorities, no cancellation or refund is possible, as government processing has commenced and the government fee is non-refundable.

6.3 Refund method: All approved refunds will be processed to the original payment method used at the time of purchase. Refund processing times may vary depending on your payment provider.

6.4 Government fee refunds: Under no circumstances does Indonesia eVisa refund the government visa fee, as this fee is collected on behalf of and remitted to the Government of Indonesia.

For full details, please refer to our Refund Policy.

7. User obligations and responsibilities

By using our Service, you agree to the following:

7.1 Accurate information: You shall provide true, accurate, complete, and current information in your visa application and all supporting documents. You understand that the Indonesian immigration authorities rely on this information to make visa decisions.

7.2 Document authenticity: All documents submitted through our Service must be genuine and unaltered. Submitting forged, falsified, or tampered documents is strictly prohibited.

7.3 Review before submission: You are responsible for reviewing all application details for accuracy before giving us authorisation to submit. While we perform expert checks, the ultimate responsibility for the accuracy of your personal information rests with you.

7.4 Timely responses: You agree to respond promptly to any requests from us for additional information, documents, or clarification needed to process your application.

7.5 Compliance with laws: You agree to comply with all applicable laws and regulations, including Indonesian immigration laws, when using our Service and when travelling to Indonesia.

7.6 Prohibited use: You shall not use our Website or Service for any unlawful purpose, to submit fraudulent applications, to attempt to gain unauthorised access to our systems, or to interfere with the proper functioning of our Website.

8. No guarantee of visa approval

8.1 While we review every application for completeness and accuracy, we cannot and do not guarantee that any visa application will be approved. All visa decisions are made solely by the Indonesian Directorate General of Immigration at their absolute discretion.

8.2 Factors that may affect the outcome of your application include, but are not limited to: travel history, nationality, security considerations, completeness of documentation, and any other criteria determined by the Indonesian immigration authorities.

8.3 Indonesia eVisa is not responsible for any visa refusal, delay, revocation, or cancellation by the Indonesian immigration authorities.

8.4 We are not liable for any consequences arising from a visa refusal or denial of entry at an Indonesian port of arrival, including but not limited to missed travel, financial losses, or inability to enter Indonesia.

9. Processing times

9.1 Processing times quoted on our Website (12, 48, or 72 business hours depending on the tier you choose) are estimates only and are not guaranteed. Actual processing times are determined by the Indonesian immigration authorities and may vary based on application volume, nationality, security checks, and other factors beyond our control.

9.2 We shall not be held liable for any delays in visa processing by the Indonesian immigration authorities, regardless of any estimated timelines provided on our Website.

9.3 We strongly recommend applying well in advance of your intended travel date to allow for potential delays.

10. Intellectual property

10.1 All content on the Website, including but not limited to text, graphics, logos, brand names, images, software, page layout, and design, is the property of Travel Rox, Inc. or its licensors and is protected by applicable intellectual property laws.

10.2 You may not reproduce, distribute, modify, create derivative works from, publicly display, or commercially exploit any content from our Website without our prior written consent.

10.3 The "Indonesia eVisa" name, the indonesiaevisa.id domain, the Borobudur Step logo, and related branding are trademarks of Travel Rox, Inc. Unauthorised use of these trademarks is prohibited.

11. Privacy and data protection

11.1 Your use of our Service is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal information.

11.2 By using our Service, you consent to the collection and processing of your personal data as necessary to facilitate your visa application. This includes sharing your personal information, passport details, photographs, and supporting documents with the Indonesian Directorate General of Immigration and relevant authorities.

11.3 We implement reasonable technical and organisational security measures to protect your personal information. However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

11.4 We do not sell your personal data to third parties for marketing purposes.

12. Limitation of liability

12.1 To the fullest extent permitted by applicable law, Indonesia eVisa and Travel Rox, Inc., including their directors, employees, agents, and affiliates, shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with:

• Visa refusal, delay, revocation, or cancellation by the Indonesian immigration authorities.

• Loss of profits, revenue, or business opportunity.

• Travel costs, accommodation costs, flight cancellations, or other expenses incurred due to visa delays or rejections.

• Missed flights, cancelled trips, or changes to travel itinerary.

• Errors or omissions in information provided by you.

• Unauthorised access to or alteration of your data.

• Denial of entry at an Indonesian port of arrival.

• Any other matter relating to the Service.

12.2 Our total aggregate liability for any claim arising out of or relating to these Terms or our Service shall not exceed the total amount of the service fee paid by you for the specific application in question.

12.3 Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless Travel Rox, Inc., its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your use of our Website or Service.

• Your breach of these Terms.

• Your violation of any applicable law or regulation.

• Any inaccurate, false, or misleading information provided by you.

• Any claim by a third party arising from your use of our Service.

14. Third-party services and links

14.1 Our Website may contain links to third-party websites, services, or resources. These links are provided for your convenience only. We do not control, endorse, or assume responsibility for the content, privacy policies, or practices of any third-party websites.

14.2 Our Service relies on third-party payment processors to handle transactions. Your use of these payment services is subject to their respective terms and conditions.

14.3 Our Service depends on the availability and functionality of the Indonesian Directorate General of Immigration eVOA system. We are not responsible for any downtime, errors, or changes to the government system.

15. Service availability

15.1 We strive to maintain the availability of our Website and Service at all times, but we do not guarantee uninterrupted or error-free operation.

15.2 We reserve the right to suspend, modify, or discontinue any part of our Service at any time, with or without notice, for maintenance, updates, or any other reason.

15.3 We shall not be liable for any loss or inconvenience caused by temporary unavailability of the Website or Service.

16. Force majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, government actions or restrictions, changes in immigration policy, war, terrorism, cyberattacks, internet outages, power failures, or failures of third-party systems including the Indonesian Directorate General of Immigration eVOA portal.

17. Modifications to these Terms

17.1 We reserve the right to update, modify, or replace these Terms at any time. Changes will be posted on this page with an updated "Last Reviewed" date.

17.2 Your continued use of the Website or Service after any changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically.

17.3 If we make material changes to these Terms, we will make reasonable efforts to notify you via email or a prominent notice on our Website.

18. Termination

18.1 We reserve the right to refuse service, terminate accounts, or cancel applications at our sole discretion if we believe you have violated these Terms, provided false information, or are using our Service for any unlawful or fraudulent purpose.

18.2 Upon termination, all provisions of these Terms which by their nature should survive termination shall remain in effect, including but not limited to intellectual property provisions, warranty disclaimers, indemnification, and limitations of liability.

19. Dispute resolution

19.1 In the event of any dispute arising from or relating to these Terms or our Service, the parties agree to first attempt to resolve the matter through good faith negotiation.

19.2 If the dispute cannot be resolved through negotiation within 30 days, either party may pursue resolution through the appropriate legal channels.

20. Governing law and jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the State of New York, USA. Any disputes arising from or relating to these Terms or the use of our Website or Service shall be subject to the exclusive jurisdiction of the competent courts of the State of New York.

21. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

22. Entire agreement

These Terms, together with our Privacy Policy, Refund Policy, Cookie Policy, and Disclaimer, constitute the entire agreement between you and Travel Rox, Inc. regarding your use of our Website and Service. These Terms supersede all prior agreements, understandings, and communications, whether written or oral.

23. Waiver

The failure of Travel Rox, Inc. to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver of any provision of these Terms will be effective only if in writing and signed by Travel Rox, Inc.