1. Scope and purpose
This Refund Policy governs refunds, credits and cancellations in respect of services purchased from PT ALEXA INTL - including freight forwarding, customs brokerage, warehousing, drop-shipping and digital subscriptions - together with prepayments and deposits made for the supply of physical goods. The Policy is drafted in compliance with Law No. 8 of 1999 on Consumer Protection (UU Perlindungan Konsumen), Government Regulation No. 80 of 2019 on Trade Through Electronic Systems (PP PMSE), and the provisions on sale and purchase under Articles 1457 through 1518 of the Indonesian Civil Code (KUHPerdata).
2. When refunds are available
A refund may be granted, in whole or in part, where: (a) the Company has been unable to deliver a service that was prepaid and is not subject to a valid force-majeure event; (b) goods supplied are demonstrably non-conforming to the agreed specification, evidenced by inspection report or independent surveyor; (c) the customer has cancelled an order within the cooling-off window defined under Article 21 of PP No. 80/2019 (two (2) working days from order acceptance, except where the goods have already shipped, are perishable, customised, or are time-critical commodity contracts); or (d) the Company has been double-charged or charged in error.
3. Non-refundable charges
The following charges are generally non-refundable once incurred: customs duties and import taxes already remitted to authorities; demurrage, detention and storage charges accrued before cancellation; bank transfer fees, FX conversion losses and payment-gateway charges; customised services delivered to specification; deposits explicitly designated as non-refundable in a signed quotation; and any service where the failure was caused by the customer (incorrect documentation, refused delivery, sanctions screening failure or fraudulent representation).
4. How to request a refund
Submit a written refund request to info@ptalexa.com within fourteen (14) calendar days of the invoice or transaction date. The request must include: invoice / booking reference, transaction date, amount, reason for refund, and supporting documents (proof of payment, photographs, surveyor reports, customs documents where relevant). The Company will acknowledge receipt within two (2) working days and aims to provide a substantive decision within ten (10) working days.
5. Refund processing
Approved refunds are issued to the original payment method where possible. International bank transfers may take 5–14 working days to settle; card refunds 5–10 working days; domestic Indonesian bank transfers 1–3 working days. The refunded amount may be net of unrecoverable third-party fees (e.g. customs lodgement, bank charges, payment-gateway fees). FX-driven differences between received and refunded amounts are not credited.
6. Disputes and consumer protection
If you are dissatisfied with the outcome, you may escalate to the Company's Compliance Officer at info@ptalexa.com. Indonesian consumers may also lodge a complaint with the Consumer Dispute Settlement Body (Badan Penyelesaian Sengketa Konsumen / BPSK) under UU No. 8/1999, or with the Directorate-General of Consumer Protection and Trade Compliance (PKTN) of the Ministry of Trade, in accordance with the dispute mechanism under PP No. 80/2019.
7. Force majeure
Neither party is in breach for non-performance caused by force majeure - including natural disaster, war, pandemic, port closure, government embargo, strike or carrier insolvency. Where force majeure prevents service delivery, the Company will, at its option, postpone performance or refund the prepaid portion net of irrecoverable costs.
Governing law & jurisdiction
This document is governed by and construed in accordance with the laws of the Republic of Indonesia. Any dispute arising out of or in connection with this document shall first be resolved through good-faith consultation. Failing amicable settlement within thirty (30) calendar days, the dispute shall be referred to the Indonesian National Board of Arbitration (Badan Arbitrase Nasional Indonesia / BANI) in Jakarta under its prevailing rules, or - at the Company's election - to the competent District Court (Pengadilan Negeri) in the jurisdiction of the Company's registered office.
Contact the Legal Office
For questions, requests or notices relating to this document, contact PT ALEXA INTL - Jl. Jabon Raya No.1, RT.5/RW.2, Bedahan, Kec. Sawangan, Kota Depok, Jawa Barat 16519, Indonesia. Email info@ptalexa.com · Phone +62 852-1205-0008 · Office line 021-8908-2007 (Mon – Fri, 09:00 – 17:00 WIB).