Terms of Service

1. Acceptance of Terms

By accessing or using the IndoShip Global website, mobile application, or any of our services (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use our Services.

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of the Services after any modifications constitutes acceptance of the updated Terms.

2. Account Registration & Responsibilities

To use our Services, you must create an account by providing accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials.

• You must be at least 18 years of age to create an account.
• You agree to provide truthful and accurate personal and shipping information.
• You are responsible for safeguarding your password and promptly notifying us of any unauthorized access.
• We reserve the right to suspend or terminate accounts that violate these Terms.
• Each user receives a unique warehouse code (e.g., ISG-XX-XXXXXX) upon registration. This code is personal and non-transferable.

3. Description of Services

IndoShip Global provides the following services:

• Warehouse Address: A personal Indonesian warehouse address for receiving packages from local sellers and e-commerce platforms.
• Package Forwarding: International shipping of your packages worldwide via trusted courier partners.
• Package Consolidation: Combining multiple packages into a single shipment to reduce shipping costs by up to 60%.
• Personal Shopper (Buy-for-Me): We purchase items on your behalf, as your purchasing agent, from Indonesian sellers you select. One all-in USD price, shown on your quote before you approve. Personal Shopper Terms below apply.
• Free Storage: Packages are stored free of charge for 60 days from receipt at our warehouse. After the free window, customers may purchase a Storage Extension service ($3 per package for +30 days). If storage is overdue by 30+ days without an extension, the Ship action is disabled until the customer either ships the package or buys an extension.
• Photo Verification: All packages receive photo documentation upon arrival and before shipping.
• Wallet Balance: Funds added to your IndoShip wallet are credit toward IndoShip services (shipping, Buy-for-Me, package services). The wallet is not a stored-value account or money transmitter service. We do not support withdrawals to bank accounts, third-party wallets, or any payment method other than the original payer of a given top-up.
• Top-up Refunds: Within 30 days of a top-up, you may request a refund of the unused balance back to your original payment method (same card, PayPal account, or crypto address that funded the top-up). Refunds are processed at admin discretion, may incur a processing fee of up to 5%, and require identity verification for amounts over USD 500. After 30 days, unused balance is non-refundable but remains spendable on IndoShip services indefinitely. After 180 days of account inactivity, unused balance is forfeit.
• Anti-Money-Laundering (AML) and Reporting: Refunds are made only to the original payment method. We will not transfer funds to a different account, different cardholder, or different cryptocurrency address than the one that originally paid. We monitor for and report suspicious transaction patterns — including but not limited to rapid top-up/refund cycles, mismatched payer/recipient identities, and transactions above PPATK reporting thresholds — to the relevant authorities (PPATK / Pusat Pelaporan dan Analisis Transaksi Keuangan) as required by Bank Indonesia regulations and the AML/CTF Act of 2010 (UU 8/2010).

Personal Shopper Terms

• We act solely as your purchasing agent. We are not the seller, we do not stock or endorse products, and we do not verify sellers beyond what is visible on the platform listing. Ownership of purchased items passes to you at the moment of purchase from the seller.
• At purchase we save a copy of the seller's listing, and on arrival at our warehouse we photograph the item and check its external condition against the listing on a best-effort visual basis. This evidence is available to you on request.
• We are not responsible for: authenticity of goods; quality, size, color, or fitness for your purpose; seller misrepresentation; manufacturer defects; or damage concealed inside the seller's packaging. Any dispute about the item itself is between you and the seller — we will provide our evidence to support your claim.
• If a seller fails to deliver your item to our warehouse after we have paid, we will pursue a refund through the platform's buyer-protection process and remit to you the full amount recovered.
• Returns and exchanges are only possible where the seller or platform accepts them. A handling fee applies, return shipping is billed at cost, and your refund equals what the seller actually remits.
• Counterfeit and replica goods. We do not knowingly purchase counterfeit, replica, or trademark-infringing goods. Where a listing appears to be counterfeit we may decline or cancel the request before purchase and refund you in full. Where goods prove to be counterfeit after purchase, the dispute is with the seller as set out above, and any customs seizure, destruction, fine, or storage cost arising from counterfeit or IP-infringing goods is your responsibility.
• Condition checks are visual only. We photograph the item and compare its external condition against the listing. We do not test that an item functions, and we do not open sealed manufacturer packaging.
• Payment precedes purchase. We place no order with a seller until your payment has cleared to us. Buy-for-Me orders paid by PayPal are accepted up to USD 300 per request; above that amount our team arranges payment with you personally.
• Verification and refusal. We may ask you to verify your identity or that you are the payer, require a different payment method, limit the value of an order, or decline or cancel any request before or after payment. Where we cancel, we refund everything not already spent with the seller.

4. Shipping Terms

Shipping rates are calculated on chargeable weight: the greater of actual weight or volumetric weight (length × width × height in cm, divided by the carrier's volumetric divisor), rounded up to the carrier's billing increment. Rates vary by destination and carrier.

• Weight and measurement verification. Every package is weighed and measured at our warehouse, and again by the carrier at acceptance. The weight and dimensions recorded by the carrier at acceptance are final and binding for billing purposes.
• Post-payment adjustment. If the carrier's final chargeable weight or dimensions exceed what you were quoted and paid, we will issue a balance invoice for the difference before dispatch, with the carrier's measurement as evidence. Your shipment is dispatched once the balance is paid. If the balance remains unpaid after 7 days, the package returns to stored status and standard storage terms apply. If the carrier's final chargeable weight is lower than what you paid, we will credit the difference to your account balance automatically.
• Packaging. We repack into optimal boxes where safe to do so. For fragile or sensitive items we may retain the seller's original packaging to protect the contents; in that case volumetric weight is based on the original box. You may request repacking into a smaller box before payment; repacking fragile items is at your risk.
• Customs duties, taxes, and import fees are the sole responsibility of the recipient.
• We are not liable for delays caused by customs, natural disasters, or force majeure events.
• Customers must declare each expected package in their dashboard before it arrives at our warehouse, so it can be matched the moment it is received.
• Undeclared arrivals are logged, photographed, and matched on a best-effort basis by suite code, recipient name, or tracking number. The identified customer is notified and has 14 days to declare the package. An undeclared package cannot be shipped until it is declared, and its free 60-day storage period runs from the arrival date. The handling fee for undeclared packages is currently US$0; IndoShip reserves the right to introduce a fee of up to US$5 per undeclared package.
• Unidentified packages (no readable suite code and no customer claim) are held for 90 days from arrival, after which they are deemed abandoned and may be returned to sender, donated, or disposed of.
• We reserve the right to inspect packages for prohibited items.

5. Carrier Liability, Loss & Damage

Transit responsibility. IndoShip Global is a freight forwarder. We are not a carrier and not an insurer. Our custody of your package begins when it is received at our warehouse and ends when the carrier accepts it for transport (evidenced by the carrier's acceptance receipt or scan). Every package is photographed at arrival and again before handover to the carrier.

While in our custody: if a package is lost or damaged while at our warehouse, our liability is the lesser of declared value or USD 100 per package (uninsured), or per insurance terms if insured.

In carrier transit: once the carrier accepts the shipment, loss, damage, delay, and delivery are governed by the carrier's own terms and liability limits. International carrier claims must be filed by the shipper of record — that is us, not you. On your request we will file and manage the claim on your behalf at no charge, provide you the carrier's acceptance evidence and photo documentation, and remit to you the full amount the carrier pays out. Our liability for transit loss or damage is limited to that carrier payout plus a refund of our service fee for the affected shipment.

Insurance. Optional shipping insurance is offered at checkout at 3% of declared value. If you decline insurance, you accept the carrier's standard indemnity limits, which for postal services are minimal and may be far below your item's value.

Returned, refused, and undeliverable shipments. Shipments returned because of a refused delivery, an incorrect or incomplete address you provided, failure to pay destination duties or taxes, or non-collection are not refundable once dispatched. Return transport costs charged by the carrier and any re-shipment are billed to you. Returned goods re-enter storage under standard storage terms.

6. Prohibited Items

Certain items are prohibited from being shipped. Violations may result in package seizure, account termination, and legal action.

Counterfeit, replica, and trademark-infringing goods are prohibited. We will not knowingly purchase or forward them, and any customs seizure, destruction, fine, or storage cost they cause is the customer's responsibility.

For a complete list, see our Prohibited Items Policy.

7. Payments & Pricing

All prices are displayed in US Dollars (USD) unless otherwise stated. Charges are processed in Indonesian Rupiah (IDR) via our payment partners at the prevailing exchange rate at checkout. Payment must be received in full before packages are shipped.

• We accept PayPal, which takes any Visa or Mastercard as a guest, plus QRIS and cryptocurrency. A secure payment link billed in USD is available on request.
• Payments are processed securely through third-party providers (Xendit for fiat; NOWPayments for crypto).
• Refunds are governed by our Refund Policy.
• We reserve the right to adjust pricing. Changes won't affect confirmed orders.
• Acceptance of Terms at checkout. By completing checkout you confirm acceptance of the Terms version in force at that time. We record the accepted version and timestamp with your order. Each order is governed by the Terms version accepted at its checkout.
• Billing disputes. If you believe a charge is wrong, contact support first — most billing issues are resolved within 2 business days with the evidence we keep (photos, weights, carrier receipts). Initiating a payment dispute or chargeback on a correctly rendered service, without contacting us first, may result in suspension of your account and of any pending shipments while the dispute is open.
• Right of retention. We may retain packages in our custody until outstanding amounts relating to them — including weight-adjustment balances, storage fees, and return transport costs — are paid.
• What we file in a dispute. Where a dispute is opened we respond with the evidence we hold: for a forwarded parcel, the arrival photographs, the weight and dimension record, and carrier tracking with proof of delivery; for a Buy-for-Me order, additionally the saved seller listing and the purchase receipt.
• Wallet credit during a dispute. Wallet credit funded by a disputed payment is frozen while the dispute is open, and further orders on that payment method are suspended.
• Title and reversed payments. Goods remain our property until payment is final and has not been reversed. Where a payment is reversed we may hold, return, or recover the goods, and recover our costs.
• False disputes. Disputes we can show to be deliberately false may be reported to the payment provider, the marketplace concerned, and the relevant authorities.

8. Limitation of Liability

To the maximum extent permitted by law, IndoShip Global shall not be liable for indirect, incidental, special, or consequential damages.

• Our total liability for any claim shall not exceed the amount paid for the specific service giving rise to the claim.
• Loss or damage while in our warehouse custody: limited per the Carrier Liability section (lesser of declared value or USD 100 uninsured; per insurance terms if insured).
• Loss or damage in carrier transit: limited to the carrier's claim payout plus refund of our service fee, per the Carrier Liability section.
• Personal Shopper purchases: limited per the Personal Shopper Terms.

9. Intellectual Property

All content, trademarks, logos, and software on our website are the exclusive property of IndoShip Global. You may not reproduce or distribute without prior written consent.

10. Termination

You may terminate your account at any time. Upon termination, packages must be shipped or claimed within 14 days. We may suspend accounts immediately for Terms violations.

11. Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia. Disputes will be resolved through negotiation, then mediation, then binding arbitration via BANI in Jakarta.

12. Contact Information

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