Refund Policy

1. Overview and Scope of the Refund Policy

This Refund Policy is established by PT Fasdeli Remiten Indonesia, a company registered and regulated under the laws of the Republic of Indonesia, engaged in the business of money remittance (hereinafter referred to as “Fasdeli Remittance,” “we,” or “our”). The term “you” refers to users of Fasdeli Remittance, and where applicable, includes senders, recipients, and, under certain circumstances, non-users. This policy is intended to educate users of Fasdeli Remittance about how the refund process works and to govern the use and application of such refund-related processes. Any amendments to this Refund Policy will be communicated to you and will not affect refund requests that have already been submitted. However, such amendments will apply to refund requests made after the date and time the changes take effect. In formulating this Refund Policy, we adopt the principle of fairness, meaning that we aim to be as reasonable as possible in its application. This Refund Policy applies to both the Fasdeli Remittance platform, and it governs all users, as well as non-users in certain circumstances.

2. Refund Procedure

Generally, the refund process begins when a transaction fails within our system or within that of a third party involved in processing the transaction. Such third parties include, but are not limited to, our partners and other financial or banking institutions.
A transaction may also fail due to your own error—for example, entering an incorrect recipient name or transferring the wrong amount to us.
This refund process does not apply to Fasdeli Remittance  users.

Once your transaction has been marked as failed, you may submit a refund request through our platform by accessing our Support Ticket system, completing and reviewing your refund details, and submitting them with the subject “Refund Request.”
Please ensure that the bank account provided for the refund is the same account used for the original transaction.
Once your refund request has been processed, your funds will be returned within one (1) banking business day.

Please note that we will not process any refund for transactions that have not been formally submitted for refund through the platform, regardless of the reason.

3. Refund Terms and Conditions

a. Refund Upon Request:
Once you have initiated a transaction and it is already in process, in general, you may not request a refund for that transaction.

b. Service Level Agreement (SLA):
The Service Level Agreement for our refund process is one (1) banking business day from the time your refund request is approved by us.
Please ensure that your transaction status is marked as “Failed” before requesting a refund.
We cannot expedite either the failure process or the refund process, which remains fixed at one (1) banking business day.

c. Non-Refundable Transfer Fees:
If you request a refund through our platform, all transfer fees previously charged are non-refundable, except as provided under Section 6.1 of this Refund Policy.

4. Permissible Refund Conditions

We cannot process refunds based solely on your request without using the platform. However, in urgent cases, a refund may still be granted if you provide sufficient supporting documentation to justify the refund request and the urgency of the cancellation. Refund requests may be permitted under any of the following conditions:

a. The transaction was sent to the wrong recipient;
b. The transaction amount was incorrect;
c. You mistakenly performed the same transfer more than once;
d. The payment was rejected by our compliance team.

While we cannot guarantee that all refund requests will be successful, we will make every reasonable effort to process refund requests based on your submission.
Please note that there are certain situations beyond our control that may prevent us from fulfilling your request.

Your refund request may be delayed or rejected if:

a. The transaction has been frozen by Fasdeli Remittance at the request of the relevant authorities, regardless of the reason for your refund request;
b. The transaction has already been disbursed to the recipient, regardless of the reason for your refund request;
c. The transaction is strongly suspected to involve money laundering, terrorism financing, or other criminal activity under Indonesian law;
d. The funds have been transferred to the relevant authorities at their request;
e. The transaction status has not yet been marked as “Failed.”

If you request a refund to a bank account other than your own, in a currency other than Indonesian Rupiah (IDR), or if you do not have a bank account in Indonesia, we may encourage you to open a bank account denominated in IDR or located in Indonesia.
We reserve the right to deny refund requests or freeze your funds and/or account under such conditions.

Even in cases where we are not responsible as described in Section 6.2 of this Refund Policy, we will continue to make every reasonable effort to ensure that the refund process is completed as promptly as possible for your convenience.

This policy is governed by the laws of the Republic of Indonesia, without reference to its conflict of law principles. Furthermore, the District Court of North Jakarta shall have exclusive jurisdiction over all matters arising from or relating to this policy. This policy is written in both English and Indonesian. In the event of any ambiguity or inconsistency between the two versions, the English version shall prevail, and the Indonesian version shall be adjusted accordingly.