Refund Policy

Effective Date: 1 January 2025  ·  Last Updated: 1 June 2025

This Refund Policy governs all service engagements between PT. Bali Web Design ("the Company," "we," "us," or "our") and its clients ("you," "your," or "Client"). By engaging our services and making any payment, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety.

PT. Bali Web Design is a registered digital agency incorporated under the laws of the Republic of Indonesia, headquartered at Jl. Gn Kapur No. 27, Denpasar, Bali 80119, Indonesia.

1. General Principles — Nature of Custom Digital Services

Unlike physical goods, digital and creative services are custom-produced and cannot be "returned" once work has commenced. Every project we undertake involves the irreversible allocation of time, expertise, infrastructure, and intellectual resources from the moment a contract is signed and a deposit is received.

When you engage PT. Bali Web Design for website development, SEO, digital marketing, AI automation, or branding and design services, the Company immediately begins committing resources that include but are not limited to:

• Scheduling and reserving dedicated team capacity (designers, developers, strategists, project managers);
• Conducting research, discovery workshops, and competitive analysis specific to your business;
• Preparing project briefs, wireframes, mood boards, and technical architecture documents;
• Acquiring, configuring, or licensing third-party tools, plugins, fonts, stock assets, or software licenses on your behalf;
• Conducting internal kick-off meetings and onboarding sessions;
• Turning away other potential clients to protect the dedicated bandwidth allocated to your project.

Because these actions represent real, non-recoverable costs — even before a single deliverable is presented — refunds cannot be granted simply because a client has a change of mind, a change in business direction, or dissatisfaction that is not attributable to a material failure on the part of PT. Bali Web Design.

This policy is designed to be fair to both parties: it protects the Company from financial loss caused by client-initiated cancellations, while also providing clear, structured pathways for refunds in situations where the Company has genuinely failed to deliver on its obligations.

2. Deposit / Down Payment (DP)

2.1 Standard Deposit Requirement

All projects require a non-refundable deposit (down payment / DP) of 50% of the total project value before any work commences. This deposit is invoiced upon signing of the Service Agreement and is due within the timeframe specified on the invoice (typically 3–5 business days).

2.2 Why the Deposit Is Non-Refundable

The deposit is strictly non-refundable under all circumstances, because it directly covers costs incurred immediately upon project initiation, including:

• Time Allocation & Scheduling: The moment your deposit clears, your project is slotted into our production calendar. Team members are assigned and their schedules adjusted, displacing other revenue opportunities.
• Discovery & Research: We invest significant time in understanding your industry, competitors, target audience, brand voice, and technical requirements — all billed against the deposit.
• Project Brief & Kickoff: Preparation and facilitation of kickoff meetings, brief documentation, scope confirmation, and initial planning sessions.
• Strategic Planning: Site architecture planning, SEO strategy formation, content mapping, UI/UX planning, and technology stack selection.
• Tooling & Licensing: Procurement of project-specific software licenses, stock imagery, premium plugins, or fonts that cannot be returned.
• Administrative Overhead: Legal, accounting, contract management, and client onboarding processes.

2.3 Deposit Payment Confirmation

Work will not commence until the deposit payment has been confirmed in writing by the Company's accounts team. The deposit payment date is considered the official project start date for the purposes of this policy.

2.4 Deposit in Multi-Phase Projects

For large-scale or multi-phase projects, each phase may carry its own deposit structure as outlined in the individual Service Agreement. The non-refundable nature of the deposit applies equally to each phase's deposit component.

3. Cancellation by the Client After Work Has Commenced

If you, as the Client, choose to cancel or terminate the project after work has officially commenced (i.e., after the deposit payment date), the following schedule applies. "Sisa tagihan" refers to the remaining balance excluding the deposit (the final 50% or outstanding installments).

3.1 Cancellation During the Design Phase

The design phase encompasses all creative and strategic activities prior to development, including: UI/UX wireframing, prototype creation, mood board presentation, design mockups (desktop and mobile), brand guideline development, content structuring, and design revision rounds.

Refund Outcome:

• The deposit (50%) is fully forfeited and will not be refunded under any circumstances.
• 0% of the remaining balance is due or refundable — meaning: if the Client has not yet paid the remaining balance, they owe nothing further; if they have paid the remaining balance in advance, no portion of it is refunded during the design phase.
• All design work produced up to the point of cancellation remains the intellectual property of PT. Bali Web Design and shall not be transferred, used, or reproduced by the Client.

3.2 Cancellation During the Development Phase (Project More Than 50% Complete)

The development phase begins after design approval and encompasses: front-end and back-end coding, CMS integration, database setup, API connections, third-party integrations, functionality testing, and staging environment deployment.

If the project has reached or exceeded the 50% completion milestone at the time of cancellation:

Refund Outcome:

• The deposit (50%) is fully forfeited.
• An additional 50% of the remaining balance (i.e., 25% of the total project value) becomes immediately due and payable by the Client as compensation for work completed and resources committed.
• If the remaining balance has already been paid in full, no refund will be issued for the development phase cancellation.
• The completion percentage will be assessed and documented by the Project Manager in a written Progress Report shared with the Client.
• All code, assets, and development work produced up to the point of cancellation remain the intellectual property of PT. Bali Web Design unless a written transfer agreement is negotiated separately.

3.3 Cancellation During the Delivery / Final Revision Phase

The delivery phase includes all activities after development completion: final quality assurance testing, cross-browser and cross-device testing, content population, client review and approval rounds, final revisions, staging sign-off, domain and hosting configuration, and live deployment.

Refund Outcome:

• No refund of any amount will be issued once the project has entered the delivery or final revision phase.
• The full project value (100%) is considered earned and non-refundable at this stage, regardless of whether the final payment has been received.
• Outstanding balances remain due and payable in accordance with the original payment schedule.

3.4 Notification of Cancellation

Cancellation must be formally notified in writing via email to info@baliwebdesign.co.id, clearly stating the project name, Client name, reason for cancellation, and the date of the cancellation notice. Verbal or informal cancellations will not be recognized. The cancellation date is the date the written notice is received and acknowledged by the Company.

3.5 Deliverables Upon Cancellation

Upon cancellation, the Company will retain all deliverables, source files, and work-in-progress materials. No deliverables will be transferred to the Client as a result of a client-initiated cancellation, unless a separate written agreement — including any applicable transfer fee — has been executed.

4. Cancellation by the Company

4.1 Company's Right to Cancel

PT. Bali Web Design reserves the right to cancel or suspend a project under the following legitimate circumstances:

• Force Majeure: Events beyond the Company's reasonable control, including but not limited to: natural disasters, pandemics, civil unrest, government-mandated restrictions, widespread internet infrastructure failure, or acts of God.
• Client Breach of Terms: The Client has materially breached the Terms and Conditions, including but not limited to: failure to provide required content or approvals within agreed timelines (exceeding 30 calendar days), non-payment of due invoices, abusive conduct toward staff, or use of our services for illegal or unethical purposes.
• Irreconcilable Project Conflict: Where continued execution of the project would require the Company to violate applicable Indonesian law, industry ethical standards, or third-party intellectual property rights.
• Misrepresentation: Where the Client has provided materially false information in the project brief or Service Agreement.

4.2 Refund Upon Company-Initiated Cancellation

In the event of a legitimate company-initiated cancellation for reasons attributable to the Company (such as force majeure where the Company cannot fulfill its obligations), the following refund calculation applies:

• The Company will calculate the total value of work completed at the time of cancellation, expressed as a percentage of the full project scope.
• The refundable amount will be: Total Amount Paid − Value of Work Completed − Administrative Fee (10% of Total Amount Paid).
• The minimum administrative fee is IDR 500,000.
• If the value of work completed exceeds the total amount paid, no refund will be issued, but no additional amount will be claimed from the Client (unless covered by separate contractual provisions).

4.3 No Refund for Client-Caused Termination

If the Company terminates the project due to a material breach by the Client (including but not limited to non-payment, prolonged unresponsiveness, or provision of illegal content), no refund of any amount paid will be issued. The Company reserves the right to invoice for any outstanding balance for work completed to date.

4.4 Notice of Company Cancellation

Where possible, the Company will provide the Client with a minimum of 14 calendar days' written notice of an impending cancellation, except in cases of Client breach where immediate termination may be warranted.

5. Retainer & Monthly Service Agreements

5.1 Scope of Monthly / Retainer Services

This section applies to all ongoing, subscription-based, or retainer-model engagements with PT. Bali Web Design, including but not limited to: monthly SEO retainers, social media management packages, digital marketing campaigns, website maintenance plans, AI automation support agreements, and content creation subscriptions.

5.2 No Refund for the Current Billing Month

Once a billing cycle (calendar month or agreed billing period) has commenced, no refund will be issued for that period under any circumstances. This applies regardless of:

• The amount of work actually delivered within the current billing period;
• The Client's decision to pause, reduce scope, or cease using the service;
• The Client's satisfaction or dissatisfaction with deliverables in the current month;
• Any mid-month change in the Client's business circumstances.

The monthly retainer fee covers not only the active work delivered but also the reservation of team capacity, tool subscriptions, account management, reporting infrastructure, and the ongoing strategic knowledge the team maintains about your account.

5.3 Cancellation Notice Requirement — 30 Days

To cancel a retainer or monthly service agreement, the Client must provide a minimum of 30 calendar days' written notice prior to the desired cancellation date. The written notice must be sent to info@baliwebdesign.co.id with the subject line: "Cancellation Notice — [Your Company Name] — [Service Name]".

The cancellation will take effect at the end of the billing period following the 30-day notice period. During the notice period, the retainer fee remains due and payable in full, and the Company will continue to deliver agreed services.

5.4 Example — How Notice Period Works

If a Client sends written cancellation notice on 5 June 2025, and the billing cycle ends on the last day of each month:

• The 30-day notice period expires on 5 July 2025.
• The Client remains liable for the full July 2025 retainer fee.
• Service officially terminates on 31 July 2025.
• No further fees are due from 1 August 2025 onward.

5.5 Early Termination of Fixed-Term Retainer Contracts

Where a retainer engagement is bound by a fixed minimum term (e.g., a 6-month or 12-month commitment), early termination by the Client before the minimum term expires will result in:

• All remaining months within the fixed term becoming immediately due and payable; or
• An early termination fee equivalent to 50% of the remaining contract value — whichever is specified in the individual Service Agreement.

5.6 Pause Requests

Temporary pauses to retainer services are subject to the Company's approval and availability. A written pause request must be submitted at least 14 calendar days in advance. Approved pauses do not entitle the Client to a pro-rata refund for the paused period; instead, the Company may, at its discretion, extend the service period by an equivalent duration.

6. Exceptions & Conditions for Partial Refund

6.1 Technical Error or Service Failure by the Company

A partial refund may be considered — at the Company's sole discretion — only in situations where a significant, documented technical error or service failure attributable directly and exclusively to PT. Bali Web Design has occurred, and where all of the following conditions are met:

• The error is material and substantially prevents the delivery of the agreed scope;
• The Client has notified the Company in writing within 7 calendar days of discovering the issue;
• The Company has been given a minimum of 21 calendar days to remedy the issue and has failed to do so;
• The Client has not contributed to the error through late content submissions, incorrect briefing, or scope changes;
• The error is independently verifiable and has been documented by the Company's technical team.

6.2 What Does Not Qualify as a Refund-Eligible Error

The following situations do not constitute grounds for a refund, partial or otherwise:

• Dissatisfaction with a creative direction that was approved by the Client at the brief or concept stage;
• A change in the Client's business strategy, brand direction, or target audience after work has commenced;
• Delays caused by the Client's failure to provide timely feedback, approvals, content, or access to required systems;
• Third-party platform changes, outages, or policy updates (e.g., Google algorithm updates, social media platform API changes, hosting provider downtime) that affect deliverables;
• SEO rankings, website traffic, lead generation, or conversion rates failing to meet unofficial expectations (unless specific KPIs with refund triggers are contractually guaranteed in writing);
• The Client finding a cheaper alternative provider after work has commenced;
• Personal or financial circumstances of the Client that render the project unnecessary;
• Minor aesthetic disagreements that fall within the scope of normal revision rounds;
• The Client's failure to keep domain registrations, hosting accounts, or third-party tool subscriptions active.

6.3 Maximum Partial Refund Amount

In any circumstance where a partial refund is approved under Section 6.1, the maximum refund amount will not exceed 25% of the total project value paid to date, minus any applicable administrative fees. The Company's determination of the refund amount is final.

6.4 Refund in the Form of Service Credit

At the Company's discretion, eligible refund amounts may be offered as a service credit toward future work with PT. Bali Web Design, rather than a cash refund. Service credits are non-transferable, do not carry monetary value outside of the Company's service ecosystem, and expire 12 months from the date of issuance.

7. Refund Request Process

7.1 How to Submit a Refund Request

All refund requests must be submitted formally in writing via email to info@baliwebdesign.co.id. Refund requests submitted through any other channel (phone calls, WhatsApp, social media, or informal meetings) will not be accepted or processed.

Your refund request email must include the following information:

• Full Name: The name of the authorized representative submitting the request;
• Company Name: The registered name of the client entity;
• Project / Service Name: The name or reference number of the project or service agreement;
• Invoice Number(s): Reference numbers of all relevant invoices;
• Amount Requested: The specific refund amount being requested (in IDR);
• Grounds for Refund: A detailed written explanation of the reasons for the refund request, referencing the specific clause of this Refund Policy under which the request is made;
• Supporting Evidence: Any documentation, screenshots, correspondence, or other evidence supporting the claim;
• Bank Account Details: For refund processing — account holder name, bank name, branch, account number, and (if applicable) SWIFT/BIC code for international transfers.

7.2 Acknowledgment of Request

The Company will acknowledge receipt of your refund request within 3 business days via email. The acknowledgment email will assign a reference number to your request for tracking purposes.

7.3 Review Period — 14 Business Days

Following acknowledgment, PT. Bali Web Design will conduct a thorough review of your refund request within 14 business days. This review includes:

• Assessment of project completion status and deliverables provided;
• Review of the client communication history and approval records;
• Technical evaluation of any alleged service failures;
• Financial reconciliation of payments received and work completed;
• Legal review against the terms of the Service Agreement and this Refund Policy.

The Company may request additional information or documentation from the Client during this review period. Failure to provide requested information within 7 business days may result in the refund request being closed without a decision.

7.4 Decision Notification

Upon completion of the review, the Company will notify the Client in writing of its decision:

• Approved: The refund amount, payment method, and estimated processing timeline will be confirmed.
• Partially Approved: The approved partial amount and the basis for the decision will be explained in detail.
• Rejected: The grounds for rejection, with reference to the applicable clauses of this Refund Policy, will be provided.

7.5 Processing Period — 30 Business Days

Where a refund is approved, the payment will be processed and transferred to the Client's nominated bank account within 30 business days from the date of the approval decision. Processing timelines may be extended due to banking procedures, public holidays, or international transfer requirements.

7.6 One Request Per Project

Only one formal refund request may be submitted per project or service agreement. If a refund request has been reviewed and a decision issued, no further refund requests in relation to the same project will be accepted or processed.

8. Currency, Administrative Fees & Transaction Costs

8.1 Invoicing Currency

All invoices issued by PT. Bali Web Design are denominated in Indonesian Rupiah (IDR) unless an alternative currency has been explicitly agreed upon in writing in the Service Agreement. For international clients, including those based in Australia, quoted prices in foreign currencies (AUD, USD, SGD, etc.) are indicative only and subject to exchange rate fluctuation at the time of invoicing and payment.

8.2 Exchange Rate Risk

If a payment was made in a foreign currency and a refund is approved, the refund will be calculated and issued in IDR at the prevailing Bank Indonesia middle rate on the date of refund processing. The Company is not responsible for currency exchange losses or gains between the date of original payment and the date of refund.

8.3 Administrative Fee on Refunds

All approved refund amounts are subject to an administrative processing fee which will be deducted from the gross refund amount prior to disbursement. The administrative fee is:

• 5% of the gross refund amount, subject to a minimum fee of IDR 500,000.
• This fee covers internal accounting, reconciliation, documentation, and refund processing costs.

8.4 Bank Transfer & Transaction Fees

Any bank transfer fees, payment gateway fees, wire transfer charges, or currency conversion costs incurred in processing the refund to the Client's nominated account are the sole responsibility of the Client and will be deducted from the refund amount. This includes:

• Domestic transfer fees (SKN/RTGS/BI-FAST within Indonesia);
• International wire transfer fees (SWIFT charges — both OUR and BEN charges where applicable);
• Intermediary bank fees;
• Payment gateway reversal fees (e.g., PayPal, Stripe, Xendit, Midtrans).

8.5 Original Payment Method

Refunds, where approved, will generally be returned via the same payment channel used for the original transaction. Where this is not possible (e.g., expired card, closed account, deactivated payment gateway), the Company will arrange an alternative transfer method in consultation with the Client.

8.6 No Cash Refunds

PT. Bali Web Design does not issue cash refunds. All refunds are processed via bank transfer or, where applicable, as service credits as described in Section 6.4.

9. Dispute Resolution

9.1 Good Faith Negotiation

In the event of any dispute arising from or in connection with a refund request or this Refund Policy, the parties agree to first attempt to resolve the matter through good faith negotiation. The Client should contact PT. Bali Web Design in writing at info@baliwebdesign.co.id, clearly outlining the nature of the dispute. The Company will endeavor to respond with a substantive response within 10 business days.

9.2 Mediation

If the dispute cannot be resolved through direct negotiation within 30 calendar days of the written notice, either party may propose mediation through a mutually agreed independent mediator based in Bali or Denpasar, Indonesia. The costs of mediation shall be shared equally between the parties.

9.3 Governing Law & Jurisdiction

This Refund Policy and all disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of Indonesia. The parties irrevocably submit to the exclusive jurisdiction of the courts of Denpasar, Bali, Indonesia for the resolution of any dispute that cannot be settled through negotiation or mediation.

9.4 International Clients

For clients based outside of Indonesia (including Australian clients), this Policy and any disputes remain subject to Indonesian law and the Denpasar court jurisdiction as stated above. By engaging our services and making payment, international clients expressly acknowledge and accept this jurisdictional agreement.

10. Policy Modifications

PT. Bali Web Design reserves the right to amend, update, or replace this Refund Policy at any time. Changes will be effective upon publication on the Company's website at baliwebdesign.co.id. The Company will endeavor to notify active clients of material changes via email with a minimum of 30 calendar days' notice before the changes take effect for existing service agreements.

For new projects and service agreements entered into after the effective date of a revised policy, the revised policy will apply immediately. It is the Client's responsibility to review this policy prior to entering into any new service agreement.

11. Entire Agreement

This Refund Policy forms part of the contractual framework between PT. Bali Web Design and its clients, together with the Service Agreement, Terms and Conditions, and Privacy Policy. In the event of any conflict between this Refund Policy and a specific written Service Agreement signed by both parties, the terms of the individual Service Agreement will prevail.

12. Contact Information

For all refund-related correspondence, questions, or formal refund requests, please contact us at:

Please include the word "REFUND REQUEST" in the subject line of your email to ensure it is routed to the correct team promptly.