Operational Hours. Our office operates from Monday to Friday, 9:00 AM to 5:00 PM (GMT+8). Applications or inquiries received outside these hours, on weekends, or during public holidays will be processed on the next business day.
Secure Payments. All payments are securely processed via trusted third-party payment gateways using industry-standard SSL encryption. Flado Indonesia does not store your credit card details or sensitive financial information. Flado Indonesia does not charge clients any additional payment processing fee at checkout. In many cases, other agencies add such fees on top of their service price, but we have chosen not to do so without increasing our prices.
Refund Policy. Due to the nature of visa services, agency work, and government-related fees, payments are generally non-refundable once processing has begun. If a refund is approved by Flado Indonesia, the refunded amount will be reduced by any non-refundable payment gateway processing fees charged on the original transaction. As a general example, payments processed via Xendit or Duitku may be refunded minus 3%, payments via Robokassa may be refunded minus 4%, and payments via PayPal may be refunded minus approximately 11.57%. These fees are charged by third-party payment providers upon successful receipt of funds and are not returned to Flado Indonesia when a refund is issued. By making a payment, the client acknowledges and agrees that any approved refund will be processed after deduction of such non-refundable payment gateway processing fees. If the client believes a mistake has been made on our side, they may contact our customer service for a case-by-case review.
Processing Timeline. We are committed to processing your visa application promptly on working days. Please note that all processing times are estimates based on current workload, system availability, and government processing speed, and are not guaranteed.
System Availability and Third-Party Liability. We strive to keep our services available and responsive at all times. However, Flado Indonesia is not liable for delays, interruptions, or failures caused by third-party systems, including but not limited to the Indonesian Immigration system, payment gateways, banking systems, external verification systems, or technical maintenance and malfunctions. In such cases, we will continue monitoring the situation and proceed as soon as the relevant systems become available again.
Regulatory Changes. Visa regulations, immigration procedures, government fees, and related requirements may change at any time without prior notice. Flado Indonesia is not responsible for sudden changes in laws, policies, pricing, or government procedures that may affect the outcome, validity, requirements, or processing time of any application.