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Refund Policy

Refund and Cancellation Policy
SmartProvider Indonesia

Effective Date: May 1, 2025

This policy outlines the terms and conditions related to service cancellations and refund requests for users (both customers and service providers) of the SmartProvider platform. By using the platform, you are deemed to have read, understood, and agreed to this policy.

1. Cancellation by Customer

a. Cancellation Before Service Commences

  • Customers may cancel an order before the service provider begins work.

  • If cancellation occurs more than 2 hours prior to the scheduled service time, a full refund will be issued (minus any applicable administrative fees).

  • If cancellation occurs less than 2 hours before the scheduled service time, the customer will not be eligible for a full refund and may incur a cancellation fee.

b. Cancellation After Service Commences

  • Cancellations cannot be made once the service has started.

  • No refunds will be issued unless a proven service failure occurs and is approved by SmartProvider.

2. Cancellation by Service Provider

  • If a service provider cancels an order, the customer will receive a full refund.

  • SmartProvider may offer additional compensation in the form of credit balance, depending on internal policies and the specific case.

3. Automatic Cancellation by System

  • If a service provider fails to confirm the order within a set time (e.g., 30 minutes), the system may automatically cancel the order.

  • In this case, the customer will receive a full refund.

4. Refund Request Procedure

To request a refund:

  1. Send an email to: info@indosmartmedia.com with the subject: "Refund Request"

  2. Include the following information:

    • Order number

    • Full name

    • Reason for cancellation/refund

    • Supporting evidence (if any)

  3. The SmartProvider team will review and respond within 7 business days.

5. Refund Method and Timeline

  • Refunds will be processed via the original payment method or in the form of credit balance to the user’s account.

  • Processing time for refunds ranges between 3–14 business days, depending on the payment method and bank used.

6. Conditions Not Eligible for Refund

Users are not eligible for a refund under the following conditions:

  • Service has already been completed as requested

  • Customer is absent at the agreed service time

  • Unilateral cancellation by the customer without valid reason or outside allowed time frame

  • Claims submitted without supporting evidence

7. SmartProvider Authority

  • SmartProvider reserves the full right to approve or reject any refund request based on internal investigations.

  • SmartProvider’s decision is final and binding.

8. Policy Changes

This policy may be updated at any time. Changes will be announced via the Platform and will take effect immediately upon publication.

9. Contact Us

For any questions or further assistance, please contact:

 

PT Indo Smart Media
Email: info@indosmartmedia.com
Phone: +628119629391
Address: Bandung Indonesia