Terms and conditions

This service is operated by PT Travia Inovasi Indonesia, a private company registered in Indonesia at Jalan Cendrawasih H 66 Nogotirto IV, Gamping, Kab. Sleman, Yogyakarta, Indonesia.

We are not the Indonesian government and we are not affiliated with, endorsed by or acting for Direktorat Jenderal Imigrasi. We are a paid agent: you give us your details, we complete the official arrival card submission on your behalf, and we return the QR code the government issues.

You can file the Indonesia Arrival Card yourself, free of charge, at allindonesia.imigrasi.go.id. What you are paying us for is convenience, not access. If you would rather do it yourself, you should.

One arrival card filing costs Rp 10.000, charged once, per traveller. There is no subscription and no recurring charge. The fee covers:

• Your arrival card filed with Direktorat Jenderal Imigrasi
• The official QR code and arrival card number
• A status page you can reopen with your transaction ID

The price shown before you pay is the price you are charged. We show it on the application form and again in the confirmation step, and you are never sent to payment without seeing it first.

Payments are processed by iPaymu, an Indonesian payment gateway. We do not see or store your card or bank details — those go to iPaymu directly and are handled under their terms.

An unpaid invoice stays open for 1 hour, after which it expires and you would need to start again. All charges are in Indonesian Rupiah (IDR).

• Cancel before your application is submitted and you get the whole fee back.
• If payment succeeded but no QR code reached you, because of a fault on our side we could not fix within 24 hours, you get the whole fee back.
• Charged twice for the same traveller and trip? The duplicate comes back.
• Once your QR code has been generated and delivered, the fee is not refundable — the work is done at that point.
• Typing mistakes, flight changes, and decisions made by immigration are not grounds for a refund.

A request has to reach us within 7 calendar days of payment. The full policy, including how to ask and how long it takes, is on the refund policy page.

The details you give us are submitted to the government exactly as you type them. You are responsible for their accuracy — a passport number with a typo produces a card that will not match your passport at the border.

You confirm that the details are your own, or that you have the authority to submit them on behalf of the traveller they describe.

The official form asks for more than the fields we show you. Asking every traveller every question would undo the point of the service, so where a question has one routine answer for an ordinary traveller, we submit that answer for you. This is what a filing agent does, and you should know exactly what is being said in your name.

Declarations we submit as "nothing to declare":

• No current symptoms of an infectious disease.
• No animals, plants, food or other items subject to quarantine.
• No goods to declare to customs.

Details we supply because the form does not ask you for them: baggage count, submitted as none; seat number and mobile number, submitted as placeholders; and countries visited before arrival, submitted as your country of origin.

We also confirm agreement to the immigration system's own declaration statement on your behalf, which is what allows the submission to complete.

If any of those answers is wrong for you, this service is not the right way to file. A declaration is a legal statement, and it is the traveller — not the agent — who answers for it at the border. In particular, do not file through us if you have symptoms of an infectious disease, if you are carrying animals, plants, food or other items subject to quarantine, or if you are carrying goods, currency or merchandise that must be declared to customs.

In those cases, file directly at allindonesia.imigrasi.go.id, free of charge, where you can answer every question yourself — or declare at the counter on arrival. If you have already paid us and then realise a default does not fit your situation, contact us at hello@arrivalindonesia.com before you travel.

We file your card with a government system we do not control. We cannot guarantee that system will be available, that it will accept a given submission, or how long it will take to respond.

An arrival card is not permission to enter Indonesia. Admission is decided by immigration officers at the border, and having a card issued through us changes nothing about that decision. We are not liable for refused entry, missed flights, or any loss that follows from an immigration decision.

Where we are liable, our liability is limited to the fee you paid us for the filing in question.

We may change these terms. The version that applies to you is the one published when you paid, and the date at the top tells you when it last changed.

These terms are governed by Indonesian law, and disputes fall to the Indonesian courts.

Questions about these terms: hello@arrivalindonesia.com.

How we handle your personal data is covered separately in our privacy policy.