1. 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.

2. 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.

3. Refund Policy. Due to the nature of visa services and government fees, payments are generally non-refundable once the processing has begun. However, if you believe a mistake has been made on our part, please contact our customer service for a case-by-case review.

4. Processing Timeline. We are committed to processing your Visa application promptly on working days. Please note that processing times provided are estimates based on current workload and government speed; they are not guaranteed.

5. System Availability & Third-Party Liability. We strive to ensure our services are always available. However, Flado Indonesia is not liable for delays or failures caused by third-party systems, including Indonesian Immigration portal (Imigrasi) downtime, banking system maintenance, or technical malfunctions. In such events, we will monitor the situation and submit your application as soon as the relevant systems are back online.

6. Regulatory Changes. Visa regulations are subject to change by the Indonesian Government without prior notice. Flado Indonesia is not responsible for sudden changes in laws, pricing, or regulations that may affect the outcome, validity, or processing time of your visa application.