Refund Policy

Last updated on February 1st 2026

Untuk versi Bahasa Indonesia, silahkan kunjungi 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 Before Submission

2A. When You Cancel Before the Verification Process

If you decide to cancel your visa application even though you are still eligible to proceed, you will be entitled to a 95% refund of the total amount paid. This condition applies only while the visa application status remains at the “Awaiting All Data” or “Awaiting Appointment Data” stage.

If a refund request is submitted after the application has passed the “Awaiting All Data” and “Awaiting Appointment Data” stage, the refund policy will follow the suitable condition.

Any additional service (such as concierge service, insurance, delivery, translation, appointment booking fee, and other add-on services) has already been issued or processed before your cancellation request, the cost of that service is non-refundable.

2B. When You Cancel After the Verification Process

If you decide to cancel your visa application even though you are still eligible to proceed, you will be entitled to a 85% refund of the total amount paid. This condition applies only to the visa application status at the “Awaiting Submission” or “Awaiting Appointment”.

If a refund request is submitted after the application has passed the “Awaiting Submission” & “Awaiting Appointment” stage, the refund policy will follow the applicable terms based on the visa outcome.

Any additional service (such as concierge service, insurance, delivery, translation, appointment booking fee, and other add-on services) 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 85% 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:

85% × IDR 772,000 = IDR 656,200

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 85% 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:

85% × (IDR 799,000 – IDR 519,000) = IDR 238,000

Condition 4 – Refund Mechanism for Special Type Services

4A. Visa Reapplication with Specialist Support Services

You are eligible for a 50% refund of the service fee if the application is rejected. If you decide to cancel the visa application before it is submitted to the embassy, you are eligible for a 60% refund of the service fee.

4B. Fixed-Charge Refund for Eligible Visas

Certain visa types are eligible for a refund subject to a fixed charge of Rp 139,000. This applies only when the application status is “Awaiting Submission,” “Awaiting Decision,” or “Rejected.”

Appendix 4B – Visa Types Eligible for Fixed-Charge Refund

  • Japan Visa Waiver

  • Sao Tome and Principe Single Entry Visa

  • Taiwan Travel Authorization Certificate

  • Schengen Greece Tourist Visa

  • Ireland Short Stay Tourist Visa

  • Netherlands Long-Stay Visa (MVV)

  • Portugal Temporary Stay Spouse Visit Visa

  • India Tourist Electronic Visa

  • India Business Electronic Visa

  • India Conference Electronic Visa

  • Germany Voluntary Services Visa

  • Germany Language Course Visa

The list of visa types eligible for a fixed-charge refund may be updated from time to time without prior notice. Customers are responsible for reviewing the latest version.

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 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.

  • Duplicate Visa Application : If your visa application was rejected due to the detection of a duplicate application by the immigration system / embassy / visa issuing authority, no refund will be provided.

  • Refund request beyond 3 months of final status: Refund requests must be submitted as per informed steps within 3 months after the application got the final status (not eligible, cancelled, or rejected). No refund granted after 3 months of application final status.

  • Application outstanding for more than 3 months: In the event of an onhold application, please communicate to our agent through WhatsApp +62 858 1990 0081 or contact@spun.global. If the application has been outstanding for more than 3 months without prior communication, no refund will be granted.

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 and will be processed to the same payment method originally used for the transaction.

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