Financial Protection Framework
Refund
Policy.
Version 2.5.0 | Revised May 2026
Status: Active & Binding
Visa Application Denial
If Immigration denies the application and the denial is not caused by an Agency error, the Government Visa Tax (PNBP) is non-refundable, our Administration & Application Fee is 50% refundable, and the Sponsorship Fee is refunded in full — no stay permit is issued, so the guarantor's ongoing duties never activate.
Sponsorship Fee
Refundable in full if you cancel before the application is lodged, or if Immigration denies it. Once the application is lodged with the Agency as Guarantor, the guarantee relationship has legally commenced (Article 11(1) of Minister Regulation No. 36/2021) and the Agency has assumed the guarantor's statutory obligations under Article 13 — from that point the Sponsorship Fee is non-refundable.
Government Tax (PNBP)
The Government Visa Tax (PNBP) is refundable only while it has not yet been paid to the authorities and the application has not been lodged. Once paid, or once the application is lodged or rejected, this portion is 100% non-refundable — it has been recorded as State revenue.
Approved E-Visa
Once your e-VISA has been approved by the authorities, all fees (Tax, Admin, and Sponsorship) become non-refundable as the service is fully delivered.
Administration & Application Fee
70% refundable before the application is submitted to Immigration (30% retained for document completeness and format review and preparation work). 50% refundable if cancellation is requested after submission. Calling Visa applications remain strictly 100% non-refundable due to manual Jakarta submission and sponsor-interview travel.
False or Withheld Data
If Immigration identifies false, altered, or withheld data supplied by the applicant at any stage of its examination, all resulting consequences and costs are the applicant's sole responsibility and no fee is refundable. Providing false data to obtain a visa or stay permit is a criminal offence under Article 121(b) of Law No. 6/2011 (up to 5 years and IDR 500,000,000).
How to Request a Refund
All refund requests must be submitted through the “File a Complaint” form on our Contact page, category “Refund”, with your Invoice No., Passport No., Full Name, and bank details. The 7–14 business day timeline starts when a complete request is received.
Refund Method
Refunds can only be processed back to the original account/method from which the payment was received. Credit card refunds may be processed via direct bank transfer.
Stage-Based Refund Schedule
What is returned depends on the stage the application has reached when a written cancellation request is received through the “File a Complaint” form on our Contact page (category “Refund”). This is not a denial of a refund — components not yet consumed are returned, with a deduction for work and legal responsibility already discharged.
| Stage | Visa Fee / PNBP | Admin & Application | Sponsorship | Add-ons not yet done |
|---|---|---|---|---|
| Before processing begins | Refundable | 70% refunded (30% retained: completeness & format review, preparation) | Full | Refundable |
| Verified — not yet lodged with Immigration | Refundable | 70% refunded | Full | Refundable |
| Lodged / in process with Immigration / awaiting verification — you cancel | 0% — non-refundable | 50% refunded | Non-refundable if the guarantee is already active (Article 11(1), Reg. 36/2021); otherwise full | Refundable |
| Denied by Immigration — no Agency error | 0% | 50% refunded | Full | Refundable |
| e-Visa approved | 0% | 0% | 0% | Service delivered |
A lodged application cannot be withdrawn. Once your application has entered the Immigration database through a formal submission, there is no mechanism to cancel or recall it; the process can only await the Immigration decision or a fresh application. Calling Visa applications are strictly 100% non-refundable at any stage. The Priority tier uplift and the Express Processing add-on fee are non-refundable once the file has been lodged within the stated preparation window — refundable only if the Agency misses its own preparation window.
A request is a proposal until approved. Submitting a refund or cancellation request does not stop your application or change its status. It is reviewed and approved by our team before any payment is made or any status changes. If a refund or cancellation is approved after your visa or stay permit has already been issued, the Agency will deactivate it through its immigration portal account, unless you place a new order that reinstates sponsorship and settles the balance.
Nothing in this Policy removes a right you hold under the Consumer Protection Law of the Republic of Indonesia (Law No. 8 of 1999) or under the dispute rules of the payment provider used. Where those rules give you a greater entitlement, they prevail to that extent.
Onshore & Offshore Specifics
- Bank transfer refunds will have the bank fee deducted from the final amount (Client bears transfer costs).
- Refund rates follow the official Indonesian bank currency rate at the time of processing.
- Refunds are not applicable for change of mind after initial consultation and documentation start. The 30% deduction on the Administration & Application Fee covers document completeness and format review and preparation work only; the Agency does not authenticate documents against their issuing authority.
- A delay or refusal caused by state or diplomatic policy, by the applicant's own criminal, immigration, or prevention-list (cekal) record, or by force majeure is treated as “Denied by Immigration — no Agency error”, and is not a service failure by the Agency.
- Calling Visa applications are strictly 100% non-refundable due to the high operational costs of our team traveling back and forth to Jakarta for manual submissions and face-to-face sponsor interviews.
Refund Timeline
Refunds are processed within 7-14 business days upon receipt of all required banking information. Requests must be sent formally via email to:
support@indonesianvisas.com
Required Information
Invoice No
Passport No
Full Name
Account Name
Account Number
Bank Swift/IBAN
Financial
Clarity.
Our refund policy is designed to be fair while respecting the irreversible nature of government fees and professional administrative labor.