Legal document
Refund Policy
Applies to all PT Horizon Vyber Nusantara services. If any part is unclear, ask us on WhatsApp before agreeing to it.
1. General Terms
This refund policy applies to all services provided by PT Horizon Vyber Nusantara (formerly PT Vyber Asia Cloud) (Vyber.id). By using our services, you agree to the following refund terms:
- Refund requests must be made within the specified timeframe for each service
- Customers are required to provide a valid reason for refund requests
- Approval of refunds is entirely at the discretion of PT Horizon Vyber Nusantara (formerly PT Vyber Asia Cloud)
- Refunds can only be processed if there are no outstanding payments
- Administrative fees may be charged according to applicable terms
2. Refundable Services
The following services are eligible for refunds:
Internet Services (Home & Business)
- Refund can be requested within the first 7 days after activation
- Applies if service quality does not match what was promised
- Technical issues that cannot be resolved within 3x24 hours
3. Non-Refundable Services
Attention: The following services are not eligible for refunds under any circumstances.
- Installation Fees:
- Installation and setup fees are non-refundable
- Custom Services:
- Services customized to customer specifications
- Promo/Discounted:
- Services purchased at promotional or special discount prices
- Used Services:
- Services that have been used beyond the warranty period
- ToS Violations:
- Accounts disabled due to Terms and Conditions violations
4. Refund Calculation
The refund amount is calculated based on the time of request and type of service:
| Request Time | Refund Percentage | Description |
|---|---|---|
| 0 - 3 days | 100% | Full refund (no admin fee) |
| 4 - 7 days | 75% | Minus 25% admin fee |
| 8 - 14 days | 50% | Minus 50% admin fee |
| 15 - 30 days | 25% | Minus 75% admin fee |
| > 30 days | 0% | Not refundable |
Note: The calculation above is a general standard. Some services may have different specific terms.
5. Refund Request Procedure
Follow these steps to request a refund:
- Contact Customer Service
- Contact our support team via WhatsApp, email, or phone to submit your refund request.
- Fill Out Request Form
- Complete the refund request form with: Full name, Customer ID, Service to be refunded, Reason for request.
- Data Verification
- Our team will verify your data and refund eligibility within 1-2 business days.
- Approval Confirmation
- You will receive an email confirmation regarding the status of your refund request.
- Refund Process
- If approved, funds will be returned according to the original payment method within the specified time.
6. Processing Time
Estimated refund processing time after request is approved:
- Bank Transfer:
- 3-5 business days
- E-Wallet (GoPay, OVO, DANA):
- 1-3 business days
- Credit Card:
- 7-14 business days (depending on issuing bank)
- Vyber Account Balance:
- Instant (can be used for other services)
7. Refund Methods
Refunds will be made through the same method as the original payment. If not possible, the following alternatives are available:
- Transfer to bank account in the customer's name
- Credit balance in Vyber.id account
- E-wallet registered in the customer's name
Important: Refunds can only be made to an account with the same name as the registered customer data.
8. Contact Us
If you have questions about the refund policy or would like to request a refund, please contact our customer service team:
Request a Refund
Our team is ready to help with your refund process
Email: [email protected] Phone: +(62) 897 0000038 WhatsApp: +(62) 897 0000038
Operating Hours: Monday - Saturday, 08:00 - 21:00 WIB