Refund Policy

Responsible entity: PT Digital Kreatif Bangsa, Samudera Residence, Glasfin Cluster Block C5, Tajurhalang, Bogor Regency, West Java, Indonesia ("MoGerak", "we"). This policy forms part of our Terms & Conditions. Payments are processed by our payment partner (Midtrans) via bank VA, e-wallets, QRIS and cards.

1. General Principles

• We review every request individually and in good faith, respecting mandatory consumer rights under applicable law in your jurisdiction (including rights that cannot be waived).
• Funds return to the original payment method. Banks/channels typically take 5–14 business days after approval.
• No administration fee on approved refunds.

2. Digital Subscriptions (Premium / Partner Plans)

2.1 Cancellation

• Cancel anytime from Account Settings or billing@mogerak.com. Cancellation stops auto-renewal; active benefits run until the end of the paid period.
• No pro-rata reduction for the unused remainder unless required by law or stated otherwise here.

2.2 Full Refund Eligible

• Duplicate payments for the same product: 100% of the duplicate transaction.
• Unauthorized charges (third-party fraud): 100% after verification, plus account securing.
• Stuck/timeout transactions where funds were debited without activation: channels auto-return funds; contact us if not received within 14 business days.
• Core service outage exceeding 72 consecutive hours during your active period: choose between extension credit for the remaining period or a pro-rata refund.

2.3 Generally Not Eligible

• Change of mind after substantial use of benefits.
• User-device issues, inactivity, or Terms violations leading to suspension/termination.
• Price changes at renewal (you may always cancel before the renewal date).

3. Purchases via App Store / Google Play

• In-app purchases follow Apple/Google policies and must be requested in the relevant store (Report a Problem / Order History). We can help forward your request if needed.
• EU consumers buying digital content: you have a 14-day withdrawal right; by purchasing you consent to immediate access and acknowledge this waives the withdrawal right, disclosed at checkout per Directive 2011/83/EU.

4. Physical Rewards & Merchandise Vouchers

• Damaged/invalid/unusable vouchers: claim within 7 days of receipt with photo evidence — we replace the voucher or restore coins.
• Merchandise is fulfilled by partner merchants; product warranties follow each merchant's terms, without reducing your statutory rights.
• Redeemed coins are not convertible back to balance except for provable system errors.

5. How to Request

1. Email billing@mogerak.com subject "[REFUND]" or dashboard → Billing → Request Refund.
2. Include: account email, transaction ID/proof, date, reason, supporting evidence.
3. Acknowledgment ≤ 1 business day; final decision ≤ 7 business days (complex cases ≤ 14 days, we will explain why).
4. Approved refunds are processed to the original account/method via Midtrans.

6. Disputes

If unsatisfied with an outcome, escalate to legal@mogerak.com. Indonesian consumers may also file with BPSK or the Directorate General of Consumer Protection (DJKTN). Statutory rights under applicable law remain fully intact and are not limited by this policy.