Contractual Agreement

Terms &
Conditions.

Version 4.2.0 | Revised May 2026

Governing Law: Republic of Indonesia — Law No. 6/2011 (Immigration), Minister of Law & Human Rights Regulation No. 36/2021 (Immigration Guarantor), Law No. 8/1999 (Consumer Protection), UU ITE & KUH Perdata

Corporate Identification

Contracting Entity

PT Indonesian Visas Agency™

Bali Enterprises Group Ecosystem

Registration Authority

NIB: 0402260034806

AHU-00065.AH.02.01.TAHUN 2020

01

Scope of the Agency & Sole Authority of Immigration

1.1 — What the Agency is. PT Indonesian Visas Agency™ (the "Agency") acts exclusively as a private administrative facilitator, document preparer, and — where the visa type requires it — the registered legal Guarantor (Penjamin) before the Directorate General of Immigration (Direktorat Jenderal Imigrasi). The Agency is not an immigration authority and does not represent itself as one.

1.2 — Sole authority of Indonesian Immigration. The decision to grant, delay, refuse, annul, or revoke any Visa, Stay Permit (ITK / ITAS / ITAP), or entry to Indonesia is the exclusive authority of the Directorate General of Immigration. No fee paid to the Agency is a payment for a visa, a guarantee of approval, or any form of influence over the outcome. Our fee is consideration for professional administrative work only. Processing times, evidentiary requirements, interview requests, and the final decision are set by Immigration and may change at any time without notice.

1.3 — No outcome warranty. The Agency warrants the quality and timeliness of its own work — accurate document preparation, correct visa classification, submission in accordance with procedure, and lawful guarantorship. The Agency does not, and cannot, warrant that any application will be approved.

02

Factors Outside the Agency's Control

Some factors that determine whether, when, and how an application is decided are entirely outside the Agency's control. Where any of these applies, a delay or refusal is not a service failure, breach, or negligence by the Agency:

  • State and diplomatic policy — changes to Indonesian immigration policy or fees, nationality-based restrictions or quotas, moratoria, security directives, or the state of bilateral relations between Indonesia and the applicant's country.
  • The applicant's own record — any criminal charge or conviction, prior visa refusal, overstay, deportation, immigration prevention or deterrence list entry (cekal), wanted-person list, or adverse security / INTERPOL data attributable to the applicant, whether or not it was disclosed to the Agency. Note that Article 4 of Minister of Law & Human Rights Regulation No. 36 of 2021 likewise requires an individual guarantor to be free of criminal proceedings and of any prevention-list entry.
  • Administrative and force-majeure events — outages or maintenance of Immigration systems, national holidays, staffing, audits, natural disasters, or civil disruption.

Where an application is delayed or refused for any reason in this clause, and the Agency has performed its work correctly and within the rules, the Client's refund entitlement is governed solely by the Refund Policy. Amounts already paid to the Government (PNBP) and fees consumed by professional work already performed are not recoverable.

03

Financial Terms & Pricing

Our service fees are transparent and all-inclusive of the Payment Fee (4%) and applicable PPH 23 (2%) service taxes.

  • Price finality: all quoted prices on the platform are final at the time of payment.
  • Payment gateways: transaction fees (DOKU / PayPal / Midtrans) are processed as part of the total invoice and are governed by our Refund Policy.
  • Refunds: refunds are stage-based. What is returned depends on how far the application has progressed when a request is received — see clause 07 and the Refund Policy. The Government Visa Tax (PNBP) and any professional work already performed are non-refundable once consumed.
04

Document Integrity & Criminal Liability for False Data

4.1 — All data originates from the Client. Every item of information and every document in an application — passport biometrics, financial statements, sponsor letters, addresses, employment details, civil-status records — originates from and is supplied by the Client (Applicant). The Agency inputs, formats, and lodges exactly what the Client provides and certifies as true. The Agency does not create, alter, embellish, or supplement the Client's data.

4.2 — Client's warranty and duty to disclose. The Client warrants that all such information and documents are authentic, current, complete, and unaltered, and that no material fact has been withheld — including any prior visa refusal, overstay, deportation order, criminal charge or conviction, or prevention / deterrence list (cekal) status in any country.

4.3 — Nature of the Agency's checks. The Agency performs an administrative completeness and format review only — whether a required document is present, legible, and correctly classified. This is not, and is not represented as, a forensic authentication of any document against its issuing authority. The Agency has no legal power to authenticate foreign documents and does not undertake to do so.

4.4 — Criminal liability for false data. Providing invalid data or untrue statements to obtain a Visa or Stay Permit is a criminal offence under Article 121(b) of Law No. 6 of 2011 on Immigration, punishable by up to 5 years' imprisonment and a fine of up to IDR 500,000,000. Providing untrue data or statements to obtain an Indonesian Travel Document (passport), whether for oneself or another person, is a criminal offence under Article 126(c) of the same Law, carrying the same maximum penalty. These consequences fall solely on the person who supplied the false data.

4.5 — Discovery by Immigration. If the Directorate General of Immigration identifies false, altered, or withheld data at any stage of its examination, the resulting refusal, annulment, blacklisting, detention, deportation, criminal referral, and every associated cost are entirely the Client's responsibility. No fee paid to the Agency is refundable in this circumstance. The Agency, having neither knowledge of nor benefit from the falsehood, bears zero liability for it.

4.6 — The Agency's compliance duty. The Agency acts only in accordance with applicable Indonesian law and the procedures of the Directorate General of Immigration. The Agency will not facilitate an application it knows or reasonably suspects to contain false data; doing so may itself be an offence under Article 123 of Law No. 6 of 2011. Where the Agency acts as Guarantor, discovery of false data from the Client also triggers the Agency's statutory duty and right under Article 15 of Minister of Law & Human Rights Regulation No. 36 of 2021 to withdraw its guarantorship and report the matter to the authorities.

05

Guarantorship & the Guarantor's Legal Obligations

Where your Visa / Stay Permit requires it, PT Indonesian Visas Agency™ acts as the registered corporate Guarantor (Penjamin) before the Directorate General of Immigration. This relationship is governed by our dedicated Sponsorship and Responsibility Agreement, presented to you during the application process and, at the latest, on your invoice page, and by Minister of Law & Human Rights Regulation No. 36 of 2021 on Immigration Guarantors.

  • 5.1 — When a Guarantor is required. A Guarantor is mandatory for holders of a Visit Stay Permit, Limited Stay Permit, or Permanent Stay Permit (Article 2(2)). It is not required for: a Visit Stay Permit arising from visa-free entry, Visa on Arrival, or a tourism-purpose visit visa; foreign nationals for investment; and pre-investment or second-home holders with an immigration guarantee (Article 2(3)). The guarantorship rules also do not apply to a foreign national lawfully married to an Indonesian citizen (Article 2(4)).
  • 5.2 — The Agency's role. For visa / permit types that require a Guarantor, the Agency acts as the registered corporate Guarantor. For applications that do not require a Guarantor, or that are lodged as a Self Application with a personal guarantee, the Agency acts solely as your Visa Agent for document submission — not as your legal Guarantor — and the Sponsorship and Responsibility Agreement does not apply.
  • 5.3 — When the guarantee begins. Where the Agency acts as Guarantor, the guarantee relationship begins at the moment the Visa and/or Stay Permit application is lodged for the Client (Article 11(1)). From that point the Agency carries the Guarantor's statutory obligations under Article 13, including: responsibility for the Client's presence and activities; reporting every change of civil status, immigration status, and address; filing a periodic report every 30 days; and bearing the cost of repatriating or removing the Client from Indonesia should the Stay Permit expire or a Deportation be imposed.
  • 5.4 — Security Guarantee (Deposit). You may optionally provide a deposit, tiered by the validity period of your Visa / Stay Permit, as detailed in the Agreement. It covers precisely the exposure that Article 13(2) places on the Guarantor. Providing it is entirely your choice and never a condition for the guarantee to take effect. If provided, it is 100% refundable except where withheld due to proven legal violations, criminal acts, or deportation caused by your own conduct.
  • 5.5 — When the guarantee ends. The guarantee ends only on an event set by Article 11(3)/(4): the Client leaves Indonesia permanently; the Client transfers to another guarantor; the Director General revokes the guarantee decision; the Client dies; or the Agency's corporate licence ends or it is declared bankrupt. A cancellation request from the Client does not end a guarantee that has already commenced.
  • 5.6 — Revocation by the Agency. Involvement in illegal activities, unauthorized employment, or conduct prohibited to a guarantor under Article 15 gives the Agency the immediate right to withdraw the guarantee and report the Client to the authorities, regardless of whether a deposit was provided.
  • 5.7 — Signing & file release. Where required, you may sign the Agreement at the time of ordering or after receiving your invoice — both are accepted. Until signed, your Visa / Stay Permit file link remains locked; this is a legal safeguard for both parties, not an administrative delay.
  • 5.8 — Client-initiated data deletion. Immigration regulation requires the Guarantor to retain a guaranteed Client's documents for the duration of the guarantee. Using "Delete My Data" in your Dashboard removes only your own access to that data, not the underlying record — see our Privacy Policy. Exercising this while your guarantee is still active constitutes your legal declaration that you are no longer part of our guarantorship, carrying the risk of your stay permit being deactivated by the Guarantor.
06

Service Tiers & Processing Times

6.1 — What a tier buys. Standard, Priority, and the Express Processing add-on set how quickly the Agency prepares and lodges your application, and which internal submission batch it joins. They do not change, accelerate, or guarantee the Directorate General of Immigration's own decision time, which the Agency does not control. This pricing exists to move a file ahead of the queue within a busy submission batch.

6.2 — Component parts of an estimate. Every estimate is the sum of two parts: (a) Immigration's own processing — approximately 5 working days after the visa payment is received, as published by the Directorate General of Immigration ("processing time is five working days after the visa payment is received", imigrasi.go.id), set by Immigration and subject to change; and (b) the Agency's queue / batch wait — the time until your file reaches the front of the Agency's submission batch.

  • Standard — estimated 10–14 working days to visa issuance. Approx. 5 working days Immigration processing + up to approx. 9 working days in the Agency's weekly submission batch, depending on where your order falls relative to the batch cut-off.
  • Priority — estimated 7–10 working days to visa issuance. The same Immigration processing, with a shorter wait via the Priority batch.
  • Express Processing (add-on). For the B1 Visa on Arrival (e-VOA): your application is prepared and lodged within approx. 1 hour, with approval typically within approx. 4 hours. For all other visa types: your application is prepared and lodged Express within approx. 1 hour of a complete file, with an estimated 5–7 working days to visa issuance.

6.3 — Estimates, not guarantees. All timeframes above are good-faith estimates based on normal conditions. They are not deadlines or guarantees. Immigration policy changes, system outages, national holidays, audits, incomplete documents, additional evidence requests, force majeure, and the factors in clause 02 can extend any timeframe, and do not entitle the Client to a refund of the tier or add-on fee where the Agency has lodged the file within the stated preparation window.

6.4 — If the Agency misses its own window. Where the delay is caused solely by the Agency failing to prepare and lodge a complete file within the preparation window stated for the tier or add-on purchased, the Client may request a refund of the difference between the tier paid and the Standard tier (or of the Express add-on fee). This is the Agency's sole liability for timing.

6.5 — Guarantor registration. Registration of a Guarantor is a separate process taking up to 5 working days and valid for 3 years (Article 10 of Regulation No. 36/2021). The Agency uses its existing registered corporate guarantorship — the Client is added under it and does not wait for that 5-working-day process, unless stated otherwise for a specific stay-permit type.

6.6 — "Working day". Monday to Friday, excluding national public holidays of the Republic of Indonesia.

07

Refund & Cancellation Policy

7.1 — Stage-based policy. Refund entitlement depends on the stage the application has reached when a written cancellation request is received. The full schedule, including the stage-by-stage table, is in our dedicated Refund Policy. All refund requests must be submitted through the "File a Complaint" form on our Contact page, category "Refund".

7.2 — 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. From that point the process can only await the Immigration decision (approval or refusal) or, if necessary, a fresh application. The Government Visa Tax (PNBP) attached to that submission is non-refundable, as it has been recorded as State revenue.

7.3 — Cancelling an application already in process. If you request cancellation once the application is Submitted / In Process with Immigration / Awaiting Verification, the Agency still processes your request. The refund is calculated on components not yet consumed: PNBP — 0%; Administration & Application Fee — 50% refunded (50% retained for preparation, classification, review, and submission already performed); Sponsorship Fee — non-refundable where the guarantee is already active (i.e. the application has been lodged with the Agency as Guarantor, per Article 11(1)), otherwise refunded in full; add-ons not yet performed — refunded in full. This is not a denial of a refund; it is a refund of the components not yet consumed, with a deduction for work and legal responsibility already discharged.

7.4 — Consumer-protection floor. Nothing in this clause removes a right the Client holds 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 for the transaction. Where those rules give the Client a greater entitlement than this clause, they prevail to that extent.

7.5 — A request is a proposal until approved. Submitting a refund or cancellation request creates a request only. It does not stop your application, does not change its status, and does not entitle you to any payment until it has been reviewed and approved by our team. Until then the application continues as normal and you should keep cooperating with any Immigration requests.

7.6 — Refund or cancellation after approval of the visa. If a refund or cancellation is approved after the Visa or Stay Permit has already been issued, the Agency will deactivate that Visa or Stay Permit through its immigration portal account (the same account through which it was lodged and is administered), unless the Client places a new order that reinstates sponsorship and settles the outstanding balance. This is disclosed to you before you confirm any such request.

Government Fees (PNBP)

Non-refundable once paid to Immigration or once the application is lodged / rejected.

Calling Visa

Strictly 100% non-refundable at any stage (manual Jakarta submission and sponsor-interview travel).

08

Governing Law & Jurisdiction

This agreement is governed by the laws of the Republic of Indonesia, including Law No. 6 of 2011 on Immigration, Minister of Law & Human Rights Regulation No. 36 of 2021 on Immigration Guarantors, and Law No. 8 of 1999 on Consumer Protection. Any disputes that cannot be resolved through amicable mediation shall be brought before the District Court of Denpasar (Pengadilan Negeri Denpasar), Bali.

Legally
Binding.

By initiating any financial transaction or uploading documentation, you acknowledge full acceptance of these Terms & Conditions without reservation.

Corporate Seal

Indonesian Visas Agency

Verified Compliance

NIB 0402260034806