Refund Policy
Thank you for choosing IndonesiaEntry.com for your Indonesian visa application services. We strive to provide a seamless and reliable experience. This Refund Policy outlines the conditions under which refunds may be issued for our services. Please read it carefully before proceeding with your application.
IndonesiaEntry.com is an independent intermediary that assists travelers with applications for Indonesian visas, including but not limited to the Electronic Visa on Arrival (e-VOA) and other relevant visa types where applicable. We are not affiliated with the Indonesian government or any official immigration authority. Instead, we submit applications on behalf of our customers through the official government channels and provide guidance throughout the process. This distinction is clearly communicated through banners in the header and footer of our website, as well as on relevant pages. We operate as a private service provider to simplify the application experience for our customers. All government fees are passed through directly to the official authorities, while our service fees cover the assistance, document review, submission support, and customer service we provide. For the most accurate and up-to-date official information on Indonesian visa requirements, eligibility, and processes, we strongly recommend consulting the official Indonesian immigration website at https://evisa.imigrasi.go.id/ or other authorized government sources. If you have any questions about our services or this disclaimer, please feel free to contact us at support@indonesiaentry.com.
Eligibility for Refunds
Refunds are processed based on the status of your visa application. We evaluate each request on a case-by-case basis, but the following guidelines apply:
Pre-Submission Refunds:
If your visa application has not yet been submitted to the Indonesian government authorities, you are eligible for a full refund of all fees paid, including service fees and any government processing fees.
Post-Submission Refunds:
Once your visa application has been submitted to the Indonesian government, refunds are limited to our service fees only. Any government fees or third-party charges that have already been incurred or paid to the authorities are non-refundable, as these are processed externally and cannot be reversed.
Post-Delivery Refunds:
If your visa has been successfully delivered or approved, no refunds will be issued. This includes cases where the visa is issued but not used, or if you decide to cancel after approval.
As a goodwill option for dissatisfied customers, we refund 50% of the paid amount. Refunds are processed immediately and usually returned within 10 business days.
General Refund Conditions
Refund requests can be submitted within 120 days from the date of payment.
Because processing starts immediately after payment, completed services are normally non-refundable. However, to support customer satisfaction, we offer a goodwill refund policy for customers who are dissatisfied with our service for any reason. This policy exceeds what is required under our Terms & Conditions.
As soon as payment is received, we begin processing your application right away. For this reason, fully completed services are generally non-refundable. That said, we genuinely value your satisfaction and want to make things right whenever possible. That's why we voluntarily offer a goodwill refund option: if you are not happy with the service we provided for any reason, we will review your case and aim to find a fair solution. This goodwill approach goes beyond our standard Terms & Conditions and reflects our commitment to helping travelers with a positive experience.
Exclusions and Limitations
- Refunds are not available for any applications that have been rejected by the Indonesian government due to incomplete information, inaccuracies provided by the applicant, or other reasons beyond our control.
- We reserve the right to deduct any administrative or transaction fees (e.g., payment processing charges) from the refund amount where applicable.
- Refunds will be processed in the original payment method used for the transaction, unless otherwise agreed upon.
- Processing time for refunds is typically 5-10 business days from the date of approval, depending on your payment provider.
How to Request a Refund
To request a refund, please email our support team at support@indonesiaentry.com with the following details:
- Your full name
- Order or application reference number
- Reason for the refund request
- Any supporting documentation (e.g., proof of payment)
Our team will review your request and respond within 2-3 business days. We may require additional information to verify and process your claim.
Changes to This Policy
IndonesiaEntry.com reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all applications submitted after the effective date.
If you have any questions about this Refund Policy, please contact us at support@indonesiaentry.com.
Last updated: February 26, 2026