Last Updated: 31, August 2026
Welcome to Stay Legal. This Refund Policy and Terms of Service ("Terms") govern your use of our visa consultation and processing services provided by PT. RATU RAJASA GROUP (NIB: [Masukkan Nomor NIB]), operating through PT. NARESWARI GLOBAL VISA and PT. ANNORA JAYA ABADI.
By engaging our services and making a payment, you acknowledge and agree to the following terms and conditions.
1. Understanding Service Fees
When you use our services, your total payment consists of two components:
- Agency Service Fee: The fee charged by Stay Legal for consultation, document preparation, submission, and processing of your visa application.
- Government Fee (PNBP/Tax): The official fee required by the Indonesian Directorate General of Immigration (PNBP) and applicable taxes.
2. Refund Policy for Visa Rejection
We understand that visa applications can sometimes be rejected by the Indonesian Immigration authorities. Please note our refund conditions for visa rejections:
A. Rejection Due to Client Error
If your visa application is rejected due to incomplete documents, providing false/inaccurate information, a damaged passport, or the applicant being on an immigration blacklist:
- Agency Service Fee: 50% of the Agency Service Fee will be refunded to you.
- Government Fee (PNBP/Tax): Non-refundable.
B. Rejection Despite Correct Process (No Client Fault)
If the visa application is rejected by Immigration despite our team processing everything correctly and accurately according to the requirements:
- Agency Service Fee: 100% of the Agency Service Fee will be refunded to you.
- Government Fee (PNBP/Tax): Non-refundable.
Once an application is submitted to the Immigration system, the Government Fee (PNBP) and taxes are immediately processed by the Indonesian government. Therefore, in the event of any rejection or cancellation after submission, the Government Fee is strictly non-refundable. All approved refunds will only apply to the Agency Service Fee as outlined above.
3. Cancellation Policy
A. Cancellation Before Submission
If you cancel your application before we have submitted your documents to the Immigration portal, a full refund (both Agency Service Fee and Government Fee) will be issued. However, an administrative and consultation fee of [Masukkan Nominal, misal: Rp 500.000] will be deducted.
B. Cancellation After Submission
Once the application has been submitted to the Immigration system, the Government Fee (PNBP/Tax) is non-refundable. The Agency Service Fee is also non-refundable at this stage as the processing work has been completed.
4. Refund Processing Time
Approved refunds will be processed within [7 to 14] business days from the date of approval. The refund will be transferred back to the original payment method used by the client.
5. Client Responsibilities
To ensure a smooth visa process, you agree to:
- Provide true, accurate, and complete information and documents.
- Ensure your passport is valid for at least 6 months from the date of intended entry into Indonesia.
- Respond promptly to any communication from our team regarding missing documents or additional information required by Immigration.
- Acknowledge that Stay Legal is a consulting agency and does not guarantee 100% visa approval, as the final decision rests solely with the Indonesian Immigration authorities.
6. Service Timeline
The processing time for each visa type is estimated and begins only after we have received all required documents and full payment from the client. Stay Legal is not responsible for delays caused by:
- Late submission of documents by the client.
- System downtime or delays on the Indonesian Immigration portal.
- Additional background checks required by Immigration.
7. Contact Information
If you have any questions regarding our Refund Policy or Terms of Service, please contact us at:
- Email: emily@staylegal.co.id
- WhatsApp: https:+62 8787 3860599
- Office: W79Q+CMJ, Krajan Timur, Meteseh, Kec. Boja, Kabupaten Kendal, Jawa Tengah 51381
