Refund Policy

1. Refund Eligibility

• Shipping Overcharge: System errors or miscalculations — difference refunded.
• Duplicate Payment: Fully refunded.
• Service Not Rendered: Full refund if we fail to provide paid service.
• Lost Package (Insured): Claim up to declared insured value.
• Significant Delay: Partial refund if delayed 30+ business days beyond estimate (excluding customs/force majeure).

2. Refund Process

1. Submit Request: Email support@indoshipglobal.com with order number, description, and evidence.
2. Review: Our team reviews within 3–5 business days.
3. Decision: Notification via email. If approved, processed to original payment method.
4. Issuance: See timeframes below.

3. Refund Timeframes

4. Non-Refundable Items

• Completed & delivered shipments.
• Storage fees after the 60-day free period.
• Personal Shopper fees after purchase is made.
• Insurance premiums (unless service not rendered).
• Customs duties & taxes.
• Packages containing prohibited items.

5. Damaged or Lost Packages

Damaged

• Document damage with photos. Report within 7 days of delivery.
• Insured: Up to full declared value. Uninsured: Up to $100 USD.

Lost

• Confirmed after 21–45 days of no tracking updates.
• We initiate courier trace at no cost.
• Insured: Full declared value. Uninsured: Up to $100 USD.

6. Personal Shopper Refunds

• Before Purchase: Full refund including service fee.
• After Purchase: Item cost minus non-refundable fees ($4 service fee + 5% currency conversion already paid to the seller / partners).
• Wrong Item (Our Error): Full refund or correct item procured.
• Item Unavailable: Full refund.

7. Wallet Top-up Refunds and Anti-Money-Laundering

Funds you add to your IndoShip wallet are credit toward IndoShip services. The wallet is not a stored-value account or money transmitter service — there is no "withdraw to bank account" option, and we do not transfer wallet funds to any account other than the one that originally paid in.

If you topped up by mistake

• Within 30 days: Email support@indoshipglobal.com with your top-up transaction ID. We reverse the charge via the original gateway (Xendit / PayPal / NowPayments) back to the same card, PayPal account, or crypto address that paid in. Processing fee up to 5%. Refunds over USD 500 require photo-ID matching the original payer.
• 30 to 180 days: Wallet credit only, no cash refund. Credit remains spendable on any IndoShip service indefinitely during this window.
• After 180 days of account inactivity: Unused balance is forfeit per our dormancy policy.

What we will not do

• Refund to a different card, bank account, PayPal account, or crypto address than the one that originally paid (regardless of who is asking).
• Process refunds for accounts showing rapid top-up/refund cycles, multiple payers on one account, chargebacks in the past 90 days, or other red flags.
• Bypass our identity verification for amounts over USD 500.

Reporting

Per Bank Indonesia regulations and Indonesia's AML/CTF Act (UU 8/2010), we monitor for and report suspicious transaction patterns to PPATK (Pusat Pelaporan dan Analisis Transaksi Keuangan). Customers identified as potential AML risks may have their accounts frozen pending investigation. This is non-negotiable and we cannot make exceptions.

8. Dispute Resolution

Reply to the decision email with "Escalation Request" for senior review (5 business days). Further disputes: see Terms of Service §10.

9. Contact Us

• Email: support@indoshipglobal.com
• Live Chat: Available via our website
• Hours: Monday – Friday, 09:00 AM – 09:00 PM WIB