Refund Refund Policy
Refund Policy Effective 22 May 2026. 1. Our Service Promise At E33G Visa Indonesia, we are committed to providing transparent, […]
Refund Policy
Effective 22 May 2026.
1. Our Service Promise
At E33G Visa Indonesia, we are committed to providing transparent, professional, and diligent visa consulting services. Our core promise to every client encompasses an honest and thorough assessment of your eligibility for your desired Indonesian visa, meticulous preparation of all required documentation, and the efficient submission of your complete application to the relevant government body, primarily Kantor Imigrasi (Immigration Office) or the Ministry of Law and Human Rights (Kemenkumham). We act as your dedicated facilitator, navigating the complexities of the Indonesian immigration system on your behalf. It is crucial to understand, however, that while we guarantee the quality and completeness of our service delivery, we explicitly do not promise or guarantee government approval for any visa application. The final decision regarding visa issuance rests solely with the Indonesian government authorities, and no agent or consultant can influence or predetermine this outcome. Our role is to maximize your chances of success through expert guidance and precise execution.
2. Refund Eligibility
Our refund policy for agent fees is structured based on the stage of service delivery, reflecting the significant work and resources invested at each phase of your application. We aim for fairness while acknowledging the irreversible efforts expended. Please note the following scenarios:
- BEFORE we submit your application to Imigrasi: If you decide to withdraw your application or our services are terminated prior to the official submission of your complete application package to Kantor Imigrasi or Kemenkumham, you are eligible for an 80% refund of the agent fees paid to E33G Visa Indonesia. The remaining 20% is retained by us to cover administrative costs, initial consultations, eligibility assessments, document checklist preparation, and the significant time and resources already invested in preparing your case file up to that point.
- AFTER submission to Imigrasi but BEFORE biometric/interview: Should you withdraw your application or our services are terminated after your application has been officially submitted to the Indonesian immigration authorities but before you have attended any scheduled biometric data collection or interview session, you are eligible for a 30% refund of the agent fees. At this stage, a substantial portion of our work, including full documentation compilation, review, and official submission, has been completed. The retained amount covers these extensive efforts.
- AFTER biometric/interview completed: Once you have successfully completed your biometric data collection and/or attended your interview with the Indonesian immigration authorities, our core service delivery related to application preparation and submission is considered complete. Therefore, no refund of agent fees will be provided in this scenario (0% refund). Our contractual obligations regarding facilitating your application up to the government’s decision point have been fulfilled.
3. Government Fee Refunds
It is imperative to understand that any government fees, levies, or charges paid directly to Kantor Imigrasi, Kemenkumham, or other Indonesian government bodies as part of your visa application process are strictly non-refundable under any circumstances. These fees include, but are not limited to, visa application fees, telex fees, stay permit fees, and any other statutory charges. E33G Visa Indonesia acts solely as a pass-through entity for these payments; we collect them from you and remit them directly to the respective government agencies. We do not retain any portion of these government fees. Consequently, any request for a refund of these specific charges must be directed to the relevant Indonesian government authority, and their decision will be final. We cannot facilitate or guarantee the return of such funds.
4. Application Rejection by Government
The outcome of a visa application is ultimately determined by the Indonesian government. Our refund policy in the event of rejection is as follows:
- If Imigrasi rejects your application due to your eligibility or document issues: Should your visa application be rejected by the Indonesian immigration authorities as a direct result of your personal ineligibility (e.g., criminal record, previous overstay, incorrect visa category for your purpose) or due to issues with documents provided by you (e.g., fraudulent documents, expired passport, insufficient funds, unverified educational certificates), you will NOT be eligible for a refund of any agent fees paid to E33G Visa Indonesia. In such cases, our service of preparing and submitting your application based on the information and documents you provided has been fully rendered.
- If rejection is due to OUR documentation error: In the rare event that your visa application is rejected by the Indonesian immigration authorities directly and solely due to a demonstrable error or omission made by E33G Visa Indonesia in the preparation, compilation, or submission of your documentation, you will be eligible for a 100% refund of the agent fees paid to us. Furthermore, we commit to providing complimentary assistance with the re-submission of your corrected application, assuming you still meet all eligibility criteria and wish to proceed. This commitment underscores our dedication to accuracy and client satisfaction.
5. How to Request a Refund
To initiate a refund request, please send a formal email to our dedicated support team at sales@balipremiumtrip.com. It is crucial that the subject line of your email clearly states “Refund Request — [Your Full Name] — [Your File Reference Number]”. This helps us to quickly identify and process your request. In the body of your email, please include the following essential information: the original date of your engagement letter or service agreement with E33G Visa Indonesia, a detailed description of the services that were delivered to you, and a clear, concise reason for your refund request, referencing the specific eligibility criteria outlined in Section 2 or 4 of this policy. We commit to acknowledging receipt of your refund request and providing an initial response within 5 business days, outlining the next steps or requesting further information if needed.
6. Refund Processing
Upon approval of your refund request by E33G Visa Indonesia, all eligible refunds will be processed within 30 business days from the date of approval. The refund will be issued via the original payment method used for the transaction, wherever technically feasible. This may include a direct bank transfer, a credit card refund, or through a secure online payment platform such as Wise (formerly TransferWise). Please be aware that processing times may vary slightly depending on your bank or financial institution. All refunds will be issued in the same currency in which the original payment was received by E33G Visa Indonesia, ensuring consistency and avoiding currency conversion losses on our part. Any transaction fees imposed by banks or payment processors for the refund transfer may be deducted from the refunded amount.
7. Disputes
We aim to resolve any concerns or disputes amicably and efficiently. Should you have a dispute regarding our services or this refund policy, the first step is to formally communicate your grievance via email to sales@balipremiumtrip.com. Please provide a detailed account of your dispute, including all relevant dates, communications, and supporting documentation. We commit to engaging in good faith discussions and attempting to resolve the matter internally within a period of 14 business days from the date of your formal notification. If, after this initial attempt, the dispute remains unresolved to both parties’ satisfaction, any further legal action or proceedings shall be exclusively brought before and adjudicated by the Indonesian Court of Commerce (Pengadilan Niaga Denpasar), in accordance with the terms and conditions stipulated in your service agreement with E33G Visa Indonesia. This ensures a clear and legally defined pathway for resolution.
8. Force Majeure
E33G Visa Indonesia shall not be held liable, nor will it be obligated to issue refunds, for any delays, interruptions, or rejections of visa applications that arise directly from events beyond our reasonable control. This includes, but is not limited to, changes in government policy, amendments to immigration laws, temporary or permanent suspension of specific visa categories by the Indonesian government, natural disasters, acts of war, or pandemics. In such circumstances, our service delivery, which involves the preparation and submission of your application based on existing regulations, is considered complete. The ultimate decision and subsequent actions by the government are independent of our service promise.