Cancellation & Refund Policy
VillaTax, PT Asiah Legal Jaya Last updated: May 2026
Preamble
This Cancellation and Refund Policy (hereinafter "the Policy") governs the conditions under which VillaTax Users may cancel their subscription and request a refund of amounts paid to PT Asiah Legal Jaya. It applies to all paid subscriptions and supplementary services offered on the platform villa-tax.operium.store.
This Policy is drafted in compliance with:
- Indonesian Law No. 8/1999 on Consumer Protection (Undang-Undang Perlindungan Konsumen, UUPK), in particular its Articles 4 (consumer rights), 7 (producer obligations), and 19 (producer liability)
- Indonesian Government Regulation No. 71/2019 on Electronic Systems and Transactions (PP PSTE)
- OJK Regulation POJK No. 6/2022 on the protection of financial services consumers
- The operational refund rules of card payment networks: Visa International Service Agreement (VISA Core Rules), Mastercard Rules, American Express Merchant Regulations
- The terms of use of Xendit (PT Xendit Pembayaran Indonesia), PCI DSS Level 1 certified payment provider
In the event of a conflict between the provisions of this Policy and the mandatory rules of Indonesian consumer law, the latter shall prevail.
Article 1, Scope of application
1.1 Covered services
This Policy applies to all paid purchases made on villa-tax.operium.store, including:
- Monthly and annual subscriptions to paid plans: Basic (Rp 750,000/month), Pro (Rp 1,500,000/month), Business (Rp 4,500,000/month)
- Bundles (Pack Owner, Pack Investor, Pack Agency) billed at the rates in force on the Pricing page
- Compliance Shield plans (Perisai Kepatuhan): Essentiel (Rp 2,250,000/month), Pro (Rp 4,500,000/month), Elite (Rp 7,500,000/month)
- One-time consulting services at fixed pricing, subject to the specific conditions of Article 8
1.2 Services not covered
This Policy does not apply to the Free plan, which is free of charge and involves no payment or refund.
1.3 Reference currency
All amounts are invoiced and refunded in Indonesian rupiah (IDR). Prices displayed in USD on the platform are indicative and represent an approximate conversion at the Xendit exchange rate on the day of the transaction. The amount refunded in IDR is the exact amount debited, regardless of exchange rate fluctuations between the debit and the refund.
Article 2 (Satisfaction guarantee) 14 days
2.1 Principle
VillaTax grants any new User subscribing for the first time to a paid plan a full refund guarantee of 14 calendar days (hereinafter "the Guarantee Period"). This guarantee is unconditional: no reason is required to benefit from it.
The Guarantee Period runs from the date and time of the first effective payment recorded by Xendit, as indicated in your payment confirmation and in your VillaTax billing history.
2.2 Eligibility conditions
To benefit from the 14-Day Satisfaction Guarantee, the User must cumulatively satisfy the following conditions:
- It concerns the first payment made on the VillaTax account in question (the guarantee does not apply to renewals or subsequent plan changes)
- The refund request is submitted before the expiry of the 14th calendar day following the first payment, at 23:59 WITA (UTC+8)
- The request is submitted in accordance with the procedure described in Article 3
- The VillaTax account has not been subject to suspension for breach of the Terms of Service
2.3 Scope of the guarantee
The 14-Day Satisfaction Guarantee covers a full refund of the amount of the first payment, without any deduction or processing fee. It applies to monthly subscriptions, annual subscriptions (full refund of the annual amount), and first purchases of Bundles and Compliance Shield plans, provided it is indeed the first payment on the account.
2.4 What the guarantee does not cover
- Automatic renewals (second month, second year)
- Plan changes (upgrade or downgrade) during an ongoing subscription
- Additional purchases made on an account that has already benefited from the 14-Day Guarantee
- One-time consulting services (see Article 8)
- Xendit processing fees, bank charges, and any regulatory fees (not charged by VillaTax but potentially withheld by your bank)
Article 3, Refund request procedure
3.1 Contact channel
All refund requests must be submitted exclusively by email to commercial@operium.store, or by WhatsApp at +6281387983316. Requests submitted via other channels (contact form, social network) are accepted as notifications but do not constitute a formal request until confirmed by email.
3.2 Required information
To enable prompt processing of your request, your email must include:
- The email address associated with your VillaTax account
- The order reference or Xendit transaction identifier (visible in your VillaTax billing history under Settings > Subscription > History)
- The exact amount invoiced and the invoicing date
- The reason for the request (optional but appreciated to improve the service)
3.3 Processing timescales
| Step | Timescale |
|---|---|
| Acknowledgement of receipt | 24 hours (business days) |
| Eligibility verification | 2 business days |
| Decision and notification | 5 business days from receipt |
| Refund issuance to Xendit | Within 2 business days of a favourable decision |
| Credit to your account | 3 to 10 business days depending on your payment method |
If your request is incomplete or requires additional information, the processing period is suspended until the missing elements are received.
3.4 Decision notification
You will receive an email notification of the decision (approval or reasoned refusal). In the event of approval, the notification includes confirmation of the refund issuance and the estimated credit timescale depending on your payment method.
Article 4, Refund methods by payment method
4.1 Bank Virtual Account (BNI, BRI, Mandiri, BCA, BSI, CIMB, Permata, BJB)
The refund is made by bank transfer to the account associated with the Virtual Account used at the time of payment, or to an Indonesian bank account (RIB) provided by the User. Credit timescale: 2 to 5 business days after the refund is issued by Xendit.
4.2 QRIS and e-Wallets (OVO, DANA, GoPay, ShopeePay, LinkAja, AstraPay)
The refund is credited directly to the balance of the e-wallet used at the time of payment. Credit timescale: 1 to 3 business days after issuance. If the e-wallet account has been closed, the User must provide an alternative Indonesian bank account.
4.3 Indomaret, Over The Counter (OTC)
Payments made in cash via Indomaret cannot be refunded to the original payment method. The refund is made by bank transfer to an Indonesian bank account provided by the User. Credit timescale: 3 to 7 business days.
4.4 Visa bank card
In accordance with Visa Core Rules and the Visa International Service Agreement: The refund is made as a credit to the Visa card used at the time of payment. PT Asiah Legal Jaya initiates a Credit Transaction via Xendit to the original card number. Credit timescale: 5 to 10 business days after issuance, depending on the issuing institution (local or international bank). Visa refunds cannot exceed the original transaction amount. If the card has expired, the credit is generally automatically re-routed by the issuer to the new card number linked to the same account; if this is not possible, an alternative bank transfer will be offered.
Visa disputes (Chargeback): If you initiate a chargeback procedure with your Visa issuing bank before contacting VillaTax, the amicable refund process becomes inoperative. PT Asiah Legal Jaya will respond to the chargeback within the Visa regulatory timeframe (generally 30 days) and will provide evidence of service use. VillaTax strongly encourages its users to contact support before initiating a chargeback, as this systematically accelerates resolution.
4.5 Mastercard bank card
In accordance with Mastercard Rules (Mastercard Transaction Processing Rules, current edition): The refund is processed as a Credit Transaction to the original Mastercard via Xendit. Credit timescale: 5 to 10 business days. The same rules as Visa apply in the event of an expired card.
Mastercard disputes (Chargeback): Mastercard imposes on its issuing members chargeback timescales of 120 calendar days from the transaction date (depending on the reason for dispute). In the event of a chargeback, PT Asiah Legal Jaya will have the regulatory period to respond with evidence of service use. Documented fraudulent or abusive chargebacks (Friendly Fraud) are reported to the Mastercard network in accordance with Mastercard Rules section 11 and may result in permanent closure of the VillaTax account.
4.6 American Express card
In accordance with American Express Merchant Regulations and the American Express refund policy: The refund is processed as a credit to the original American Express card. Credit timescale: 5 to 10 business days after issuance, American Express processing merchant credits according to its own settlement cycle.
American Express specifics: American Express has a Card Member Protection programme that allows it to initiate disputes directly with the merchant without a predefined deadline in certain cases. PT Asiah Legal Jaya cooperates fully with American Express dispute resolution procedures and responds within the stipulated timeframes with full documentation. In the event of an American Express dispute, the amicable refund procedure remains open in parallel and constitutes the preferred route to resolution.
American Express chargeback deadline: American Express authorises its Card Members to dispute a transaction up to 120 days from the statement date. PT Asiah Legal Jaya retains proof of service delivery for at least 18 months to respond to any dispute within this timeframe.
4.7 Akulaku and BNPL (Buy Now Pay Later)
Refunds on purchases made via Akulaku or other BNPL solutions available on Xendit are processed in coordination with the relevant BNPL provider. The credit is applied to the current payment plan, reducing or cancelling the remaining instalments. Processing timescale: 5 to 14 business days depending on the BNPL provider.
Article 5, Policy outside the 14-day guarantee
5.1 General principle
Outside the 14-Day Guarantee Period, VillaTax subscriptions are not refundable on a pro-rata basis. Cancellation of an ongoing monthly or annual subscription entitles the User to access the services until the end of the paid billing period, without reimbursement of the unused portion. This principle is consistent with established SaaS sector practice and Indonesian law applicable to digital service contracts (PP No. 71/2019 on electronic systems and transactions).
5.2 Exceptions, Refunds outside the guarantee
By way of exception to the no-refund principle outside the guarantee, PT Asiah Legal Jaya will grant a full or partial refund in the following cases, upon presentation of supporting evidence:
a) Documented billing error: Double billing of the same cycle, billing of an incorrect amount (different from the rate displayed at the time of purchase), billing after confirmed cancellation. The refund covers exactly the overpayment.
b) Prolonged service failure: Continuous VillaTax service interruption of more than 72 consecutive hours attributable to PT Asiah Legal Jaya (excluding Force Majeure, excluding announced scheduled maintenance). In this case, a service credit equivalent to the duration of the interruption (calculated pro-rata to the monthly subscription) is automatically applied at the next billing date. If the interruption exceeds 7 consecutive days, the User may request a partial pro-rata refund.
c) Material unfavourable amendment to the ToS or pricing: If PT Asiah Legal Jaya amends its Terms of Service or pricing in a materially unfavourable manner, annual subscription Users may request a pro-rata refund of the remaining period before the amendment takes effect, if they do not accept the new terms.
d) Death or total incapacity of the primary User: Upon presentation of a death certificate or a medical certificate of total and permanent incapacity, PT Asiah Legal Jaya will refund pro-rata the remaining period of an annual subscription.
5.3 Procedure for exceptional refunds
Refund requests outside the guarantee that fall within the exceptions of Article 5.2 must be sent to commercial@operium.store with the corresponding supporting documents. PT Asiah Legal Jaya reserves the right to examine each request individually and to rule within 10 business days.
Article 6, Subscription cancellation
6.1 Cancellation procedure
Cancellation of your subscription is carried out from your VillaTax dashboard: Settings > Subscription > Cancel Plan. Cancellation is effective immediately and a confirmation is sent to you by email. No cancellation fee is charged.
If you experience a technical difficulty cancelling from your dashboard, contact commercial@operium.store or WhatsApp +6281387983316. Your cancellation request by email will be processed within 24 hours and protects you against any automatic renewal.
6.2 Effects of cancellation
Cancellation takes effect at the end of the current billing period:
- For a monthly subscription: access maintained until the end of the current month, no renewal the following month
- For an annual subscription: access maintained until the subscription anniversary date, no renewal the following year
No further charge is made after the cancellation date.
6.3 Access to data after cancellation
At the expiry of the paid period, your account automatically switches to the Free plan. In this state:
- Your data (bookings, tax records, personnel data, documents, reports) remains fully accessible for 90 days from the switch to Free, allowing you to export it
- CSV and ZIP export tools remain available during this period
- After 90 days, data exceeding Free plan limits is permanently deleted in accordance with VillaTax's Privacy Policy
If you wish to immediately delete all your data without waiting for the 90-day period, send a request to commercial@operium.store in accordance with your right to erasure (Art. 17 GDPR, Art. 8 UU PDP No. 27/2022).
6.4 Reactivation after cancellation
A cancelled account may be reactivated at any time by subscribing to a new plan. If reactivation occurs within 90 days of the switch to Free, your previous data is fully restored. Beyond 90 days, deleted data cannot be recovered.
Article 7 (Annual subscriptions) Specific rules
7.1 Pricing advantage and commitment
Annual subscriptions benefit from a reduced rate compared to monthly subscriptions (equivalent to 2 months free over the year). In return for this pricing advantage, the annual subscription is taken out for a period of one year and is not refundable on a pro-rata basis after the 14-Day Guarantee Period, except in the cases listed in Article 5.2.
7.2 Automatic annual renewal
The annual subscription renews automatically at its annual due date at the rate in force on the renewal date. VillaTax sends a renewal notification by email 30 days before the due date, stating the applicable rate and the billing date. The User has these 30 days to cancel the renewal free of charge from Settings > Subscription.
7.3 Pricing changes during an annual subscription
An ongoing annual subscription is billed at the rate in force at its subscription date until renewal. Any pricing change announced during the current year takes effect only at the next annual renewal. The User is informed of this in the renewal notification 30 days before the due date.
Article 8, One-time consulting services
8.1 Non-refundability of delivered services
One-time consulting services (tax audits, PT PMA/PT Lokal company incorporation support, specific compliance reviews, training sessions) are not refundable once the service has been partially or fully delivered. This principle is consistent with Article 8 UUPK on good faith obligations and the irreversible nature of intellectual services.
8.2 Cancellation before delivery
If you cancel a one-time consulting service before the start of the service (defined as the first substantive professional exchange between VillaTax and the User within the scope of the engagement), you are entitled to a refund according to the following schedule:
| Delay before the planned start of the service | Refund |
|---|---|
| More than 7 business days | 100% |
| Between 3 and 7 business days | 70% |
| Less than 3 business days | 50% |
| After the start of the service | 0% |
8.3 Non-conforming deliverables
If a one-time consulting deliverable is objectively non-conforming with the written scope agreed in writing, the User has 5 business days after delivery to report it to commercial@operium.store with a detailed description of the non-conformity. VillaTax undertakes to correct the deliverable or, if correction is not possible, to partially or fully refund depending on the extent of the non-conformity.
Article 9, Tax charges and third-party fees
9.1 PPN (Pajak Pertambahan Nilai)
If VillaTax is legally required to collect PPN (11%) on its services (applicable above the threshold of Rp 4.8 billion annual turnover), this tax is included in the displayed price. In the event of a refund, PT Asiah Legal Jaya refunds the pre-tax amount only, the PPN collected having been remitted to the tax authority (DJP) and recoverable by VillaTax only through its own VAT declaration. A compliant tax invoice (Faktur Pajak) is issued on request for subscribers subject to PPN wishing to recover it as input tax (pajak masukan).
9.2 Bank charges and exchange fees
Any bank charges levied by your financial institution upon refund (international transfer fees, exchange fees if your account is in a foreign currency) are your responsibility and are not reimbursed by VillaTax. VillaTax refunds exactly the IDR amount collected at the time of the original payment.
9.3 Xendit fees
Processing fees levied by Xendit on the original payment are not included in the refund, as they were borne by PT Asiah Legal Jaya at the time of the original transaction. This practice is consistent with SaaS sector standards and Xendit's terms of use.
Article 10 (Disputes and chargebacks) Full regulatory framework
10.1 Good faith principle, Mandatory prior contact
In accordance with Article 45A of the UUPK and OJK Regulation POJK No. 6/2022 on financial services consumer protection, PT Asiah Legal Jaya undertakes to handle any complaint within 5 business days and to propose an amicable solution before any escalation. In return, the User undertakes to contact VillaTax via commercial@operium.store before initiating a chargeback procedure with their payment network.
This prior step is in the User's interest: an amicable refund is generally processed 2 to 3 times faster than a chargeback, and without impact on your relationship with your issuing bank.
10.2 Visa chargeback handling
In the event of a Visa chargeback, PT Asiah Legal Jaya responds in accordance with Visa Core Rules and the Visa Dispute Resolution Process. The most common Visa reason codes in the SaaS sector (13.2 (Service not received, 13.3) Quality discrepancy, 10.4, Fraud) are addressed with documented responses including: proof of ToS acceptance, platform access logs, billing history, and communications with the User. The merchant response deadline for Visa is 30 days from receipt of the chargeback notification by Xendit.
10.3 Mastercard chargeback handling
Mastercard chargebacks are handled in accordance with the Mastercard Transaction Processing Rules (MTPR). The response deadline is 45 days for first-instance disputes (First Chargeback). In the event of a second chargeback (Pre-arbitration), PT Asiah Legal Jaya has a further 30 days. Responses systematically include the full set of documentary evidence listed in the Mastercard Chargeback Guide.
10.4 American Express dispute handling
American Express disputes are handled in accordance with the American Express Merchant Dispute Process. American Express imposes strict response deadlines on its merchant partners (generally 20 business days for the initial response). PT Asiah Legal Jaya prioritises amicable resolution of American Express disputes and systematically proposes a direct refund before escalation to the American Express Credit Bureau.
10.5 Consequences of fraudulent chargebacks
A chargeback is considered fraudulent (Friendly Fraud) when the User disputes a transaction with their card issuer while continuing to use the VillaTax service, or when the evidence clearly demonstrates effective use of the service during the period concerned. Documented fraudulent chargebacks result in: immediate suspension of the VillaTax account, reporting to the relevant payment network (Visa, Mastercard, Amex) in accordance with their merchant rules, and may be subject to a recovery action before the Court of Denpasar (Bali) under Articles 1365 et seq. of the Indonesian Civil Code (KUHPer).
10.6 Badan Penyelesaian Sengketa Konsumen (BPSK)
In accordance with Article 45 of the UUPK, any Indonesian consumer may submit a commercial dispute to the BPSK (Badan Penyelesaian Sengketa Konsumen, Consumer Dispute Resolution Body) of their regency. This avenue of recourse is available in parallel with chargeback procedures and legal proceedings, without mutual exclusion. PT Asiah Legal Jaya cooperates fully with BPSK procedures and undertakes to comply with decisions rendered.
Article 11, Cases excluding refund
No refund will be granted in the following cases, even during the 14-Day Guarantee Period:
- ToS breach: The account has been suspended for material breach of the Terms of Service (fraudulent use, attempt at unauthorised access, deliberate submission of false data)
- Parallel chargeback initiated: A dispute procedure has been initiated with the card issuer without prior contact with VillaTax, making a double refund (chargeback + VillaTax refund) impossible without unjust enrichment
- Intensive use before request: The User has exported more than 80% of the service value (number of bookings processed, reports generated) before requesting a refund on day 13, demonstrating bad-faith use of the Guarantee Period
- False information at registration: The account was created with deliberately false or impersonated information
- Request out of time: The refund request is received after expiry of the 14-Day Guarantee Period and does not fall within any of the exceptions provided in Article 5.2
Article 12, Amendments to this Policy
PT Asiah Legal Jaya may amend this Cancellation and Refund Policy with 30 days' written notice communicated by email to all users with an active paid subscription. The updated policy applies to subscriptions initiated or renewed after the effective date. Annual subscriptions in progress at the time of the amendment remain subject to the policy in force at the time of their subscription until their next annual renewal.
Article 13, Contact and complaints
For any question relating to billing, a refund, or cancellation of your subscription, contact PT Asiah Legal Jaya:
| Channel | Contact details |
|---|---|
| Email (priority) | commercial@operium.store |
| +6281387983316 | |
| Postal address | PT Asiah Legal Jaya, Benoa Square lantai 3 suite 4.3, Jalan By Pass Ngurah Rai No 21 A, Badung, Bali, Indonesia |
| Entity number | 1446293 |
| Hours | Monday (Friday, 09:00) 18:00 WITA (UTC+8) |
Guaranteed response timescales:
- Acknowledgement of receipt: 24 hours (business days)
- Complete response and decision: 5 business days
- Issuance of approved refund: 2 further business days
In accordance with Article 45 of the Indonesian Consumer Protection Law (UUPK No. 8/1999) and OJK Regulation POJK No. 6/2022, any dispute not resolved amicably within 14 days may be submitted to the BPSK (Badan Penyelesaian Sengketa Konsumen) or the Court of Denpasar, Bali, Indonesia.
VillaTax (PT Asiah Legal Jaya) villa-tax.operium.store, May 2026
This document is governed by Indonesian Law No. 8/1999 on Consumer Protection (UUPK), OJK Regulation POJK No. 6/2022, and the operational rules of the Visa, Mastercard, and American Express networks. In the event of any discrepancy between a translation and the French version, the French version shall prevail.