Refund Policy

This Refund Policy applies to all services provided by PT. SOLUSI VISA MUDAH PRIMA (trading as Malina Visa). It forms part of our Public Offer and restates Section 7 of that document in full.

When a refund is available

If Indonesia suspends the relevant visa category before the Client's documents have been submitted to the immigration authorities, the Client is entitled to a refund of 90% of the amount paid. The 10% retained covers document preparation and administrative work already performed.

Once documents have been submitted to immigration, no refund is possible, because the government fees and processing are non-recoverable.

When a refund is not available

No refund is made in the cases described in clauses 6.1-6.4 of the Public Offer, which concern circumstances outside our control - in particular a refusal, delay or additional requirement imposed by the Indonesian immigration authorities, or incorrect or incomplete information supplied by the Client.

No refund is made if the Client obtains a visa through another agent while this agreement is in force.

No refund is made after the services have been completed.

How to request a refund

Send a written request to us by e-mail at visaprimabali@gmail.com or via WhatsApp +62 819-5838-6755. Please state your full name, the service ordered, the payment date and the reason for the request.

We review every request within 5 working days and inform you of the outcome in writing.

Approved refunds are paid within 14 working days of approval, to the same payment method used for the original payment.

Card payments and chargebacks

Where payment was made by card, the approved refund is returned to the same card. The time it then takes to appear on your statement depends on your issuing bank and is typically 5-10 working days for cards issued outside Indonesia.

If you believe a payment was taken in error, please contact us first - we resolve such cases directly and considerably faster than a chargeback procedure.

Contact

PT. SOLUSI VISA MUDAH PRIMA (Malina Visa)
Jl. Raya Batu Bidak No. 88B, Kerobokan Kaja, Kuta Utara, Badung, Bali, Indonesia
NPWP 10.000.000.9-755.604

E-mail: visaprimabali@gmail.com · WhatsApp: +62 819-5838-6755 · Telegram: @malinavisa

Customer support is available Monday to Saturday, 09:00-18:00 (WITA, UTC+8).