Refund policy

Any one of these is enough. You do not have to argue the case.

• You cancel before your application has been submitted.
• Your payment went through but no QR code was ever generated or delivered, because of a technical fault on our side that we could not fix within 24 hours.
• You were charged more than once for the same traveller and the same trip. The duplicate comes back.

Once the work is done, or once the reason sits outside our reach, we cannot return it.

• Your QR code has already been generated and delivered. That is the moment the work we were paid for is finished.
• The details you entered were wrong — a misspelled name, a mistyped passport number, the wrong flight. You can submit a corrected application, but the original fee stands.
• You were refused entry, your flight changed or was cancelled, or immigration, customs, or a health authority made a decision about you. None of that is ours to control, and none of it undoes the filing we did.
• Your request reached us more than 7 calendar days after payment.

• Send the request. Write to hello@arrivalindonesia.com with your transaction ID, and tell us what went wrong.
• We review it. We check it against this policy and reply within 7 business days.
• We pay it out. An approved refund goes back to the same payment method you used, within 14 business days of that reply.

We do not deduct a handling charge. What you paid is what returns.

Reply to our decision and say why. Nothing in this policy takes away the rights Indonesian consumer law gives you, and nothing here prevents you from raising the matter with your bank or card issuer.

This page covers the arrival card service only. What we do, what it costs, and what we cannot promise are set out on the terms page.