Refund policy
Last updated: August 2026
This policy explains when money paid on JastipPoint is returned, how long it takes, and how to file a claim. It forms part of our terms & conditions and applies to every payment made through the platform.
1. Scope
This policy covers payments for goods ordered through a seller on JastipPoint and payments for seller subscriptions. It does not cover money sent directly to a seller's personal account outside the platform: those payments are invisible to us and cannot be verified, protected, or refunded.
2. When you are entitled to a refund
A full refund is due when the item turns out to be unavailable and no substitute is agreed, when the seller cancels the order, when the order is not delivered within 30 days of the trip's stated arrival date, when the item delivered is the wrong product, or when it arrives damaged or incomplete and this is reported with photographs within 2×24 hours of delivery. Duplicate and failed payments are also refunded in full.
3. When a refund is not available
Refunds are not available once an item has been purchased abroad exactly as ordered and simply is no longer wanted, for items whose defect the buyer accepted at checkout, for made-to-order or personalised goods, for perishable items, for shipping fees on an order that was already delivered, or for delays caused by customs, couriers, or events outside the seller's control. Service fees are not refunded on the portion of an order that was fulfilled correctly.
4. Claim deadlines
Damaged, wrong, or missing items must be reported within 2×24 hours of delivery. Undelivered orders can be claimed from 30 days after the trip's stated arrival date, and for up to 90 days after that. Duplicate or failed payments can be reported at any time within 90 days of the charge. Claims raised after these windows are considered case by case but cannot be guaranteed.
5. How refunds are paid
Approved refunds are returned through Midtrans to the original payment method — we do not refund to a different account, since that is how payment fraud is laundered. E-wallet and QRIS refunds usually arrive in 3–7 business days, bank transfers and virtual accounts in 7–14 business days, and card refunds within one billing cycle, depending on your issuer. Refunds are made in Indonesian Rupiah for the amount charged; we do not compensate for exchange-rate movement.
6. Partial refunds
When only part of an order fails — one item out of stock, one item damaged — the rest of the order ships as normal and only the affected items are refunded, together with the service fee and any shipping charged specifically for them. The tracking page shows the recalculated total before the refund is issued.
7. Failed & duplicate payments
A failed payment is never captured: any amount your bank shows as pending is released automatically, typically within 7–14 business days, with no action needed from you. A duplicate charge is refunded in full once verified — send both payment proofs to [email protected] and we will begin reconciliation on the same business day.
8. Seller subscriptions
Subscription fees are billed monthly in advance and are non-refundable once the billing period has started, since the workspace is available for the whole period. You may cancel at any time and keep access until the end of the paid cycle. Exceptions: a duplicate charge, a charge taken after cancellation, or a period during which the platform was unavailable for more than 24 consecutive hours through our fault, which is refunded pro rata.
9. Disputes & escalation
Raise a dispute with the seller first through your tracking link. If it is unresolved after 2×24 hours, escalate to us with the order number and payment proof; we acknowledge within two business days and aim to decide within seven. Unresolved disputes may be escalated further to Midtrans as the payment provider or to Indonesia's consumer protection agency (BPKN); nothing in this policy limits the rights you have under Indonesian consumer law.
How to request a refund
Four steps, and a decision within seven business days.
- 1Gather your order number, payment proof, and — for damaged or wrong items — photographs taken on arrival.
- 2Open your order tracking link and raise the request with the seller there, so the claim is attached to the order.
- 3If the seller does not reply within 2×24 hours, escalate to us at [email protected] or WhatsApp 081233144516 with the order number.
- 4We verify the claim, decide within seven business days, and return approved refunds to your original payment method.