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 to 251+ countries worldwide via trusted courier partners.
• Package Consolidation: Combining multiple packages into a single shipment to reduce shipping costs by up to 60%.
• Personal Shopper: Purchasing items on your behalf from Indonesian stores. Fees: $4 flat service fee + 5% currency conversion on item cost + 3% payment processing on the total. See the exact quote in your dashboard before approving.
• 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).

4. Shipping Terms

Shipping rates are calculated based on actual weight or volumetric weight, whichever is greater. Rates vary by destination and courier.

• Estimated delivery times are not guaranteed. Express: 1–5 days; Standard: 7–14 days.
• 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.
• Optional shipping insurance is available at 3% of declared value.
• We reserve the right to inspect packages for prohibited items.

5. Prohibited Items

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

For a complete list, see our Prohibited Items Policy.

6. 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 international credit & debit cards (Visa, Mastercard), PayPal, and cryptocurrency. Bank transfer is coming soon.
• 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.

7. 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 shall not exceed the amount paid for the specific service.
• For uninsured packages, liability is limited to the lesser of declared value or $100 USD.
• For insured packages, claims are processed per insurance terms.

8. 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.

9. 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.

10. 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.

11. Contact Information

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