Refund Policy

Last updated on October 29th 2025

For Bahasa Indonesia version, please visit https://blog.spun.global/id/kebijakan-pengembalian-dana

We want to ensure transparency and fairness in every transaction. SPUN offers a 24-hour refund policy, which means you have 1 day after receiving your notice of permit or visa rejection to submit a refund request. To be eligible for a refund, please provide the payment receipt or proof of purchase from your SPUN dashboard.

Refund Conditions

Refunds are available only under the following conditions:

Condition 1 – When You Are Not Eligible for the Applied Service

If, during our document verification process, our visa expert determines that you are not eligible for the applied service (visa, permit, or other service type), and you choose to withdraw your application, you will be eligible to receive a 95% refund of the total amount paid.

Condition 2 – When You Cancel During the Verification Process

If you decide to cancel your application while it is still in the document verification stage with our visa expert, even though you are eligible to move forward, you will receive a 95% refund of the total amount paid. However, if any additional service (such as insurance, delivery, translation, or appointment booking) has already been issued or processed before your cancellation request, the cost of that service is non-refundable.

Condition 3 – When Your Application Is Rejected by the Issuer

3A. When the Issuer or Embassy Offers a Money-Back Policy

If your application has passed our verification stage but is later rejected or deemed inaccurate by the visa or permit issuer (e.g., embassy, consulate, immigration office), and they offer a money-back policy, we will refund 95% of the visa fee.

Example : 

If you applied for a China Single-Entry Tourist Visa through SPUN for IDR 1,259,000 (including an embassy visa fee of IDR 772,000) and your application is later rejected, your refund will be calculated as follows:

95% × IDR 772,000 = IDR 733,000

3B. When the Issuer Does Not Offer a Money-Back Policy

If your application has passed our verification stage but is rejected or deemed inaccurate by the visa or permit issuer, and no refund policy is provided by them, we will refund 95% of our service fee. 

Example:
If you applied for an Indonesia Visa on Arrival through SPUN with a total payment of IDR 799,000 (including a government fee of IDR 519,000) and your application is rejected, your refund will be calculated as follows:

95% × (IDR 799,000 – IDR 519,000) = IDR 266,000

Refund Exclusions

There are 3 conditions where refund is not going to be applicable.

Condition 1 – When order is made through a third-party platform

In the event that an order is made through a third-party platform, the refund policy reflected on this site shall be disregarded. Instead, the refund policy will follow the policy enforced by the third-party platform.  We recommend reviewing the refund terms directly on the respective platform, as their policies may differ from SPUN’s.

Condition 2  – When your visit is refused by the immigration office

No refund is applicable if you are refused to enter a destined country by the immigration office using a visa that has been issued or granted through SPUN.

Condition 3  – Refund waiver situations

A refund waiver is a document that will be shared by SPUN if any of the following circumstances appear: 

  • Falsified or altered documents: If any document you submit is found to be falsified, altered, or tampered with regardless of intent, a refund will not be issued, as immigration authorities do not process non-genuine applications.

  • Proceeding against expert advice: If our visa expert advises you not to proceed due to ineligible conditions, but you choose to continue with the application, you will not be eligible for a refund should the embassy reject your visa.

  • Late submission of documents: For appointment-based visas, all required documents must be submitted at least 3 working days (3×24 hours) before your scheduled appointment. If submitted later than this, a refund waiver will apply, as our team may be unable to complete the necessary processing steps in time.

Disclaimer

By completing a transaction or placing an order through our website, you acknowledge that you have read, understood, and agreed to the refund policy and all conditions stated above. SPUN reserves the right to:

  • Update or modify the refund policy at any time without prior notice.

  • Decline refund requests that do not meet the eligibility criteria described in this policy.

  • Rely on the assessment and documentation provided by our visa experts and relevant authorities in determining refund eligibility.

All policies are governed in accordance with applicable laws and regulations in Indonesia. For the most up-to-date version of this policy, please refer to the official SPUN website.

How to Request Refund

To request a refund, simply email us at refund@spun.global with the subject line:
Refund Request – [Your Order ID]

Please include the following details in the body of your email:

  • Bank account holder name:

  • Bank name:

  • Bank account number:

You can find your Order ID on your invoice (sent to your email) or in your SPUN Dashboard at https://dashboard.spun.global.

Once we receive your request, our team will review your eligibility and confirm whether your refund can be processed. If approved, the refund will be initiated within 3 working days after confirmation. Please note that it may take additional time for your bank or credit card provider to complete the refund on their end. If more than 15 working days have passed since your refund was approved and you still haven’t received the funds, please reach out to us again at refund@spun.global