This refund policy has been created by PT Fas Remit Indonesia, a company registered and regulated under Indonesian law engaged in the business of money transfer (hereinafter referred to as "Fasremit", "we", "us", "our").

The term "you" refers to Fasremit users, and where applicable, Fasremit for Business users, including senders, recipients, and, in certain circumstances, non-users.

This policy has been created to educate Fasremit users about how the Fasremit refund process works and to regulate the use of the refund process.

Any changes to this refund policy will be notified to you and will not affect previously submitted refund requests. However, such changes will apply to any refund requests made after the date and time of the refund policy change.

In developing this refund policy, we used the principle of fairness as a guideline, meaning that we generally strive to be as fair as possible in developing this policy. This refund policy applies to the Fasremit and Fasremit for Business platforms and applies to all users, even to those not using Fasremit in certain circumstances.

Generally, the refund process begins when a transaction fails in our system or through a third party that may be involved in the transaction process. These third parties include, but are not limited to, our partners and other financial or banking institutions. Transactions can also fail due to your error, for example, when you enter the wrong recipient name or transfer the wrong amount to us. This refund process does not apply to Fasremit for Business users.

After we have failed your transaction, you can request a refund through our platform by logging into our Support Ticket, filling in and/or reviewing the refund request details. Then, resubmit these details to us with the Ticket Subject "Refund Request," and ensure that you enter the same bank account number as the one you used for the transaction. Once we have processed your refund request, your funds will be returned within 1 banking business day.

Please note that we will not process refunds for any transactions that have not been requested for a refund through the platform for any reason.

a. Refunds Upon Request: Once you have created a transaction instruction and the transaction is in process, generally, you cannot request a refund for that transaction.

b. Service Level Agreement: Our Service Level Agreement for refund processing is 1 banking day from the date the refund request is approved by us. Please also note that before requesting a refund, you must ensure that the transaction is in "Failed" status. We cannot expedite the processing of failed transactions and cannot expedite our refund process, which is 1 business day.

c. Non-Refundable Transfer Fees: If you request a refund on our platform, we will not refund any fees incurred, with the exception of Article 6.1 of this refund policy.

We cannot issue a refund upon request, i.e., without going through the platform. However, in some urgent cases, a refund may still be possible as long as you can provide supporting documents to support your refund request and the urgency of your cancellation.

Refund requests are permitted if based on one of the following reasons:

a. The transaction was sent to the wrong recipient.

b. The transaction amount is incorrect.

c. You made the same transfer more than once.

d. The wrong funds were sent to the Fasremit account.

e. The payment was rejected by our compliance team.

We cannot guarantee a successful refund, but we will do our best to refund the transaction based on your request. Please note that there are circumstances beyond our control that may prevent us from fulfilling your request.

All refund requests you make may be delayed or rejected if your refund request:

a. Is frozen by Fasremit based on a request from the relevant authorities, regardless of the reason for your refund request.

b. Has already been sent to the recipient, regardless of the reason for your refund request.

c. Is strongly suspected of being involved in money laundering, terrorism financing, or related to a criminal case prosecuted under Indonesian law.

d. Is sent to the relevant authorities based on their request.

e. Your transaction status is not yet "Failed."

If you make a refund to a bank account other than your own or in a currency other than rupiah or you do not have a bank account in Indonesia, we will We encourage you to open a bank account in Indonesian Rupiah or a bank account in Indonesia. We have the authority to reject your refund request or freeze your funds and/or account.

1. We will be responsible for any delay in processing your refund or canceling your requested transaction if:

2. The delay in processing your refund or canceling your transaction is caused by our internal issues.

3. We will not be responsible for any loss, damage, delay in processing your refund, or canceling your transaction if:

a. The delay in processing your refund or canceling your transaction is caused by external factors, including but not limited to your error or delays by other third parties that we could not reasonably prevent.

b. We are not responsible for any losses you incur if your transaction or refund request is based on Article 5 of this refund policy.

c. The delay is caused by any type of force majeure.

4. While we are not responsible for any refund transactions under Article 6.2 of this refund policy, we will still make our best efforts to ensure the refund process is completed as quickly as possible for your convenience.

This policy is governed by Indonesian law, without affecting the principles of International Civil Law. Furthermore, the North Jakarta City Court has exclusive jurisdiction over all matters arising from or in connection with this policy.

This policy is written in English and Indonesian. In the event of any conflict of interpretation or conflict between the two languages, the English language will prevail, and the Indonesian language will be the appropriate language.

a. We are not involved in disputes between senders and recipients. Therefore, please ensure you know and trust the recipient before making a transfer.

b. Failure to enforce any of the provisions of this agreement at any time will not affect the rights of either party in any way.